Some customers don’t get backorder details

The first thing we do when a customer backorders a number is to research it to make sure they are the first one that backordered it and to see that it’s still in disconnect.  We also look to find out when it comes out and what phone company it’s with.

We usually provide this information to the customer in an email within 48 hours of their order.  But the purpose of the backorder process isn’t to give out a date and phone company.  The purpose of the backorder process is to get numbers for customers.  And if giving out the date or phone company seems counter productive to getting the number for the customer, in some select cases we don’t give it out. 

For instance if someone backorders numbers which then seem to go back working with the phone company or get transferred to another phone company instead of going through the normal process, we have to stop giving out this information on future backorders.   This is a judgement call and may vary based on a number of factors.

We want to be open and help customers, but sometimes giving out information can be detrimental to actually getting a number for that client or any client.  We do this to protect our customers and prevent anyone from abusing the system which actually helps all of our customers. 

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    1 Comment »

    Bill Quimby (224 comments.) says:
    February 19, 2008 at 9:22 pm

    This was just an excerpt of an email that I thought was relevant and may be helpful:

    If not giving out that information or in some cases giving out the wrong information increases our chances of getting a number for a customer (either for you of for someone else) we have an obligation to do that. We do this to protect you as much as everyone else.

    You wouldn’t want us to give out the phone company information undermining your chances to get a number or not allow you to backorder numbers would you? We usually only do that for people that seem to be trouble makers and seem to be causing more trouble than they’re worth. But the bottomline is that we don’t do this to get $4.95. We do this to get numbers for our customers. And anyone who seems to be taking advantage of the system has to be watched and limited.

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