I think we’ve stopped caring. In a world where it’s becoming
increasingly common to pay for our goods before we get a glimpse of them, it
shows that we need to invest our faith in these providers and trust them to
provide us with what we’ve paid for. So when things go wrong, we expect people
to care about putting them right. It may not be the seller’s fault when the
item breaks. But when the seller fails to provide the item, that’s an entirely
different issue. We need to be seen to care to put it right. As middlemen,
there’s a host of excuses that we can use to inform the customer of the delay,
but it’s no good if people on the other side of the supply chain can’t deliver
to the right destination. And at the moment, the easiest solution is to tell
the customer to cancel their order and try again while we try and trace where
it’s got to.
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