Good Show: Steve McConnell on DNR!

I listen to a podcast called .NET Rocks while taking the train into town. It's a great audio show for .NET developers: free, entertaining, and informative.

Recently I've been catching up on some previous shows. Today, I listened to one show from back in February, when Steve McConnell was the featured guest. I'm a big McConnell fan. Steve's books Code Complete, Rapid Development, and the Software Project Survival Guide are personal favorites. Every developer should have a copy of Code Complete (and read it!)

So, if you missed that particular show, I recommend listening to it. Steve McConnell is one heck of a smart guy and it's worth listening to what he has to say in .NET Rocks Show #215.

Note: The show discusses software development practices in general, so even if you have little or nothing to do with .NET software development, it is worth listening to.

Future Shop, Get A Clue!

Some weeks ago, I ordered an item online from Future Shop's online store, futureshop.ca. The item I ordered was listed in their regional weekly flyer as "on sale", and the sale caught my eye since I was in the market for that item. The item was listed as out of stock at futureshop.ca, although the Future Shop stores in Mississauga had stock.

I must confess: I was lazy. I didn't need the item immediately so I put the order through for ground shipment from futureshop.ca, instead of opting for in-store pick-up which would have fulfilled my order as soon as I could get to the nearest store that had stock — but I probably would have walked out of the store with something else I didn't need. :-) Anyway, I reasoned that futureshop.ca would not be out of stock for very long since the item was available in their stores nearby.

Today, I checked my online order status for the Nth time, and the item is still listed as out of stock for futureshop.ca. But, I queried the stock for each of the 4 stores in my area, and each and every one of them lists the item as available in store. If I walked into a store today to buy the item, I'd get it, but I would be paying full price. That's not what I want to do.

I figured: Enough of this waiting for Future Shop! Let me just change my existing order to be fulfilled by in-store pick-up, and I'll drive down to the nearest store and be done with it!

I searched the futureshop.ca site for a way to change my order details. I discovered that I could change many things about my order's billing, shipping, and payment details. Yet, the one thing I could not find — because it doesn't exist — is a way to tell their online system that I wanted to switch my unfulfilled order to be fulfilled by in-store pick-up instead of ground shipping. I thought the lack of the ability to change that one detail was overlooked by the site developers. When a system fails, I like to try and get a human being to help.

Thus I called Future Shop Customer Service. Helping customers buy stuff is supposed to be their job. I thought once I pointed out that Future Shop stores had ample stock then Customer Service would offer: "Yes sir, you are correct: We are showing stock in all of our stores in your area. Would you like to change your order to be an in-store pick-up? Our online system doesn't offer that option, but I am empowered to exercise flexibility on the company's behalf and would be happy to assist you in changing it so that you will be a satisfied customer. Just let me know which store you'd like to pick up from, and it will be done."

Well, that I am now blogging about this matter clearly indicates that didn't quite happen. :-)

Instead, I got the run-around. Something like, how the stores are run independently -- What do you mean indepedently? I didn't know they were franchised? -- No, no, sir, not franchised, our stores are corporate-owned, but what I mean is Future Shop has a policy to run each store or region's stock independently of the online store, and I am powerless to now change how your order is fulfilled, and nor can our stores redirect their stock to fulfill your order, and we cannot guarantee that you can get the same price in the store.

Customer Service also had the audacity to point out that I initially had the opportunity when I placed the order to decide whether to go for shipping or an in-stock pick-up. Oh, so it was my fault! But, I had no idea at the time that my decision was to be carved in stone.

The best they can do is to tell me, in 2 business days' time, when they expect their online store to get this item restocked. Lame.

Future Shop's strict policies on store stock vs. online stock, and having no flexibility to change an order's fulfillment method after the fact - despite nothing having been shipped - are questionable practices, and I don't see the business sense at all.

Future Shop needs to get a clue and read The Cluetrain Manifesto.

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Update, 08-Oct-2007:
I just got another automated email from futureshop.ca:

This is an automated email to inform you that the following item(s) from your order are currently out-of-stock. We are making every attempt to minimize the wait for this inventory. You will receive a ship notice email as soon as inventory becomes available. [...] [bold emphasis is mine]

I wonder if "we are making every attempt" would include redirecting stock from one of their local stores (still well-stocked, see image below), or else allowing me to opt for in-store pick-up? But, judging from my conversation with Customer Service, the wording "every attempt" sounds to me like nothing but B.S., and it's not like I am asking them to part the waters to get me my item.

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Update, 10-Oct-2007:
Eureka! Finally, today, a promising email from Future Shop:

Dear CHRIS W REA: The following item(s) have shipped and are en route to you. [...]

I wonder if emailing them a link to my blog had anything to do with it? Hmm... ;-)