This story starts off with great customer service, and then unfortunately leads to disappointment.

On October 11th of this year I was searching for Star Trek TOS (The Original Series) Season 2 box set, which had been digitally remastered in 2008 and I was just getting around to collecting the DVDs this year.  (I am a life-long Trekkie!)

I had already watched all of season 1 and was on the hunt for the season 2 box set.  I went to HMV at Yonge/Bloor and they didn’t have it.  I went to Sunrise Records & Tapes and they didn’t have it either, but the staff including the manager bent over backwards trying to either locate it in the back or see if it was lying around somewhere hiding.  I really appreciated their effort.  In the end of all I decided to place an order with the manager for Season 2, since it was not in the store, and I purchased Season 3 which was in the store.  Hey it was even 10 bucks cheaper there than at HMV, so why not?

Sounds like pretty good customer service right?  Winning the business away from the large conglomerate HMV?  Yes…until…

I gave the manager my name, phone number and wrote out specific details of what I was putting on order.  He promised to call as soon as it was in.  He assured me that that little piece of paper would not get lost, and it would be ordered promptly.

Today is November 25th and there has not been any phone call from the Sunrise manager or staff to either say “Hey Geek!  Your Star Trek is in!  Come pick it up before we sell it to another Trekkie!” or
“Sorry for the delay Sir, your order will take longer than expected, but we are working on it” or
“Are you sure you really want Star Trek?” or any other voice message.

KHAAAANNNNN!!!!!!!!

I guess I will have to look to eBay or go back to HMV.  Maybe it’s worth paying the extra 10 bucks if the big stores have better ordering systems.  Maybe I was fooled by the personalized care and concern from the littler store, and have now paid the price by being forced to watch the 3rd season before the 2nd (Yes that’s right – I watched it.  I couldn’t wait!)

The message here is you must keep your word to keep your customers.  If you promise to order an item, then order the damned thing and keep in contact with your customer if there will be delays.  Christmas is coming and I like to buy CDs and DVDs for my loved ones, and myself.  Where do you think I will be shopping?  HINT – I already purchased a CD today at HMV.

Sorry Sunrise.  You had me at “Hello!” but lost me at “We’ll call you.”