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Subject: Re: UKNM: Last Minute or How not to run an e-commerce site?
From: Tim Ireland
Date: Mon, 15 Mar 1999 17:45:20 GMT

Count your blessings - there are worse crashes (at sea, for instance).


-----Original Message-----
From: Mario Tilney-Bassett <mariotatforesight [dot] co [dot] uk>
To: uk-netmarketingatchinwag [dot] com <uk-netmarketingatchinwag [dot] com>
Date: 11 March 1999 20:44
Subject: UKNM: Last Minute or How not to run an e-commerce site?

>Is there anyone on the list from Last Minute.com?
>Just had a terrible first shopping experience on the site trying to book an
>Easter break.
>Slow access, more crashes than I care to remember, once just after I had
>entered credit card details (!) - the phone helpline operator told me three
>times to keep trying the site and actually said they would prefer not to
>take phone bookings.
>Cut to a few hours later - still no access, and I am told that now the
>holiday has all sold out. I received an apology and was told "small
>company...can't cope with demand...etc"
>This answer did not reassure me, especially after I had entered my credit
>card details in time for a crash.
>Outcome: A customer (not a potential customer, but a real, ready to spend
>customer) can't spend the 500 GBP they were perfectly happy to. What's
>is that they now have a bad opinion of LM.com
>Surely this isn't the way to run an ecommerce site or build a brand with
>regular custom? What use is promotion without infrastructure to support it?
>I've happily shopped on the Internet before - most recently at Interflora
>and Amazon - but if this was my first dalliance with e-commerce, I would
>be too keen to rush back into cyberspace.

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