You’re Part Of The Part Problem

(I’m building myself a new computer. For this I have ordered some hardware from a small but well known electronics mail order company. There’s only one part that isn’t in stock but the website says they’ll receive a batch within the next few days. However, after a month this item still hasn’t arrived. I call the hotline.)

Me: “Hi! I ordered some computer parts from you about a month ago and, even though the website said [item] would be available again within the last weeks, I still haven’t received it. I understand that you can’t do something about supply bottlenecks but I wanted to know how much longer it’s going to take and maybe cancel the order and order [other more expensive item].”

Employee: “Wait, just let me pull up your order. Oh, yes. I see what you mean. And you said you’ve waited for a month? In this case I’d be happy to upgrade you to [more expensive hardware] without any additional costs. Would that be okay for you?”

Me: “Wow, okay. Yes, of course. I’m thrilled. Thank you so much.”

(Few days later I receive a parcel from said online shop. I open it only to find an item which is actually both much cheaper and worse compared to my initial order. I call again.)

Me: “Hi. I called some days ago about [hardware]. Since you did seem to have a bottleneck with this part you offered to send me [more expensive item]. I’ve now received [hardware half the price of my initial order].”

Employee: “Oh, yeah. That was me. I talked to my supervisor and he said I couldn’t upgrade you to this particular part but since you were waiting for so long I thought you’d may be okay with [less expensive item].”

Me: “Oh, okay. Well, I’d like to send it back to you and order somewhere else. Could you do a refund?”

Employee: “I could but are you sure? You got [less expensive part] free of charge!”

(After a short discussion I gave up. He didn’t understand that I didn’t get it for free but would pay around 200€ more than the actual price. After he refunded me I ordered somewhere else.)