I see the same situation often and it disappoints me on a regular basis. People post negative comments before a company has had a chance to offer any solution.
Companies make mistakes. To expect them not to do so is an invitation to a very depressing life. Judge companies not by them making mistakes but by the measures they take to correct them. I generally give a company three chances to fix an error. If I speak to the appropriate person three times without a resolution, I consider that a problem.
Just because you can track a package on the Internet in near real-time doesn't mean you can fix all problems immediately. This is not specific to this forum, but I often see the same type situations. I am a huge fan of customer service, but I get tired of people expecting good customer service when they fail to be good customers.
Several people said they had bad first impressions. How do you think their impression of you as a customer is fairing now? Pre-orders are a difficult area. Be thankful that any companies still offer them. Expecting all of the information to be known months in advance is inappropriate.
There are some instances where there are real issues that companies choose not to resolve. I recently pre-ordered a video game on a website as a gift for someone. The site was that of a national chain. The site accepted the order and showed a confirmation screen, but the gift card offered in the promotion was never sent. After three calls to customer service, they admitted that it was their error. They made no attempt to offer any fix: no credit, the item was out of stock, no other deal. Now, since I gave them ample opportunity over a number of days, it is a bit different. They consciously decided not to provide any remedy on a number of occasions after speaking to several managers. That is bad customer service and an abundance of apathy. No coupon, no credit, no solution, no attempt.
What you experienced was a minor setback.
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