Monday, November 09, 2009

electronic commerce in China

I was going to buy a new PC. After asking around, friends suggested me going to Jingdong mall in Chinese name). The first time I heard about it is its financing story. It raised tens of millions of dollars in the last round of financing, which hits the headline of every business newspaper.

I went to the site, and selected a type branded by Acer as cheap as below 2500 RMB. Then I order a plug base, and chose to pay both after delivery. In five minutes after I clicked the "submit" button, a sales representative from 360buy called me and said he will take care of my order. wow, that's very fast service, I was thinking.

However, the next day, he called again saying the PC is not available. It may take longer than the schedule one or two days to arrive. I was pretty upset since no one told me so before I submit the order. Then I waited for a few more days before I found out that my order was blocked. I called the sales guy again, and he said there is something wrong happening on my order, and he will call to confirm with the logistic dept.

A few days later, I called again, and they said it already arrived and will be delivered in two days. However, the plug base I ordered is not available(though it is said to be available when I ordered it). How can I use the PC without those plug base? The salesman asked me to buy it in a store if I want it urgently. I argued that they should deliver a plug base to be for free. But he said he can't make that decision, and if I want to buy another type in a different order, I have to pay for the delivery fee.

It's not a pleasant experience for me. All in all, I made ten calls totally and haven't received all they need. They learned the hardware from, but they didn't get the software inside, which is how to make the customer satisfied. Customers should be updated frequently on how the order proceeds, which 360buy doesn't do; They also let customers pay for the mistake they made, such as a out-of-date status update. I would rather have a smooth online order experience, instead of dealing with a nice sales representative. I wasted more time in talking to them online. Customers will pay for convenience; if they find out that online experience is not pleasant enough, they will go to offline. No matter how much money you have, 360 buy, you should pay attention to it.

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