Pro Evolution Soccer 5 [Archive]

Macca

21-10-2005, 13:25

Just thought I'd put this on here....a copy of my correspondence with HMV today.....

-----Original Message-----

From: Andrew ************ [mailto:andrew.*********@hmv.co.uk]

Sent: 21 October 2005 11:03

To: orders@hmv.co.uk

Subject: HMV Pro Evolution Order

Dear HMV Customer

I am writing to you with regards to your order for the following item:

Cat.No: 4012927027929

Artist: PLAYSTATION 2 GAME

Title : PRO EVOLUTION SOCCER 5

Due to stock limitations, we are currently unable to fulfil this order.

However, we have placed a further order for the game, and the
indications are that we will be shipping the item out to you early next week.

Please accept my sincere apologies for this delay. We will be
fulfilling all orders for this title, and are working with the suppliers to obtain stock as soon as possible.

Regards,

Andrew **********

Ecommerce Customer Service Manager

www.hmv.co.uk

-----Original Message-----

From: Neil *******

Sent: 21 October 2005 11:22

To: Andrew ********

Subject: RE: HMV Pro Evolution Order

Andrew,

I would like to voice my intense dissatisfaction at this news.

I took the decision to pre-order the game via your website in order to ensure that I was able to own a copy of the game on the day of release. I now find that this is not the case and you are unable to fulfil my order due to stock limitations.
Can I ask why you have only realised that you don't have enough stock to cover this order on the day the game is released?

Surely in this modern age it is not beyond your company to know how many copies of the game it has available for pre-order, and limit the number of purchases accordingly?

I am disheartened that you did not contact me earlier to inform me of this, and I suspect you have only told me today to ensure that I am unable to make alternative arrangements, thus ensuring you retain my custom.

I would be grateful for a response to my concerns on this matter.

Kind regards,

Neil

-----Original Message-----

From: Andrew ***********

Sent: 21 October 2005 13:18

To: ********, Neil

Subject: RE: HMV Pro Evolution Order

Dear Neil

As previously stated, we will be fulfilling all orders, but have to wait for further stock from the suppliers.

WE are anticipating that this stock will be received at the beginning of next week, at which point it will be dispatched to you.

Unfortunately, due to the pricing error that occurred with the game, the offer was oversubscribed, hence leading to a shortage of stock.

Regards,

Andrew *********

Ecommerce Customer Service Manager

www.hmv.co.uk

-----Original Message-----

From: Neil ******

Sent: 21 October 2005 13:36

To: Andrew ******

Subject: RE: HMV Pro Evolution Order

Andrew,

I appreciate what you are telling me, and no doubt countless others. However I still fail to see how you could allow this situation to arise, given the technology at your disposal. To allow the offer to become oversubscribed shows a lack of customer care in my eyes, whatever the reasoning for it.

I notice my suspicion that you allowed this to happen to maximise sales revenue has not been addressed, would please care to comment on this?

I'm sorry if I am coming across strongly, but I had planned an evening in with friends tomorrow, where were to be playing a PES5 tournament, I am not looking forward to telling them the bad news, and would be interested to know if you are able to suggest a resolution to my problem that means my plans are not affected.

Kind regards

Neil

-----Original Message-----

From: Andrew **********

Sent: 21 October 2005 13:40

To: ********, Neil

Subject: RE: HMV Pro Evolution Order

Dear Neil

Under normal circumstances, HMV receive supplies to fulfil all pre-orders.

However, the game became oversubscribed due to the pricing error, which was freely published and talked about on gaming forums.

We have been trying to secure further stock over the past couple of weeks, and have been putting pressure on the suppliers to produce more stock, but unfortunately to no avail, hence the reason I sent the email out to you today.

I am afraid I can't offer an alternate suggestion to your plans, as we cannot ship the item out to you until we receive further stock.

Regards,

Andrew *************

-----Original Message-----

From:***********, Neil

Sent: 21 October 2005 13:47

To: 'Andrew ***********'

Subject: RE: HMV Pro Evolution Order

Andrew,

I was rather hoping you would point me in the direction of my nearest branch of HMV, alas you haven't.

I have cancelled my order and will instead buy the game from gamestation - I took the liberty of checking the availability there at lunch. They have twelve copies. Would you like me to pick some up for you?

Regards

Neil