PN ordering system not fit for purpose !!!

[#1]

if i was to give Adam any advice at the moment then it would be to stop commenting on this.
he is only digging a deeper hole with every reply.
for a company representative to respond with "I'm not here to word things in a more pleasing way or to pick pieces over the details of the meanings of my replies" simply smacks of arrogance or a "i don't give a toss" attitude. maybe he's having a bad day (as we all do), but if he is then best to stay away from the forums.

[#2]

Quote from: _Adam_Walker_

Hi Mike, We can't check every order manually, this along with the way our systems currently work means we're not always aware of an issue with such orders pro actively and this is a situation were working hard to move away from.

Yet what PN are happy to say in the letter is completely different “Well process your order. There’s no need to call us, we’ll keep you updated about it’s progress by email and text “
That tells the customer and sets an expectation  that PN will track the order every step of the way , (whether manually or automated) which PN obviously do not do.
I suggest the letter is changed to be factual.
Adam i appreciate you have tow the company line , but any forward progress with anything at PN seems to take an age , this order issue has been ongoing for so long
Regards
Mike

[#3]

Adam,
One understands the danger of shooting the messenger - I am sure that is not intended here, but if your reply is an accurate reflection of reality then I have to conclude that what I was told in the past was not the truth or practices have degraded.
I am sure that which ever is the answer here, it is not an acceptable level of performance.
"Please bear with us, we are getting there" no longer cuts the mustard.  There are simply too many orders failing - it should be a priority area for management attention.  This is not a matter you should have to defend, may be Ben should come here and answer on behalf of the management team?
Kevin

[#4]

What is really scary is that we know that the issues reported on here will be a fraction of the cock-ups that are occurring across the whole user base!

[#5]

What's even more scary is this problem has been known about since 2008 / 9  when there were active discussions on the best way forward.  Six years later and with the business expanded it is a nonsense to claim that it is high priority and being worked on.  It is not a trivial task to undertake but it could be done and active in about 6 months.
M

[#6]

Maurice,
Comprehensive exception reporting could be put in place within 6 hours...
select order-ref, last-update-date, status
from orders-data-base
where status <> 'completed' and now() - last-update-date > N
Order by last-update-date

Where N is some acceptable number of days of no change in status.
Clearly the detail is more complex, but the principle is easy enough.  If there has been no progress in the last N days, it's gone stale investigate it AND profile the problem to drive fixes into the process.
PlusNet if you need a process consultant, I'm available - me and my associates have the tools and skills to help!

[#7]

Thanks for your continued feedback everyone.
@chenks76
You may understand this can be difficult to comment on when there's not much else to say until changes are in progress.
Sorry you see my reply as arrogant, that's many miles away from my intention which is just trying to be as straight up as I can be whilst making it clear why I'm here and what I am and am not able to say.

[#8]

Quote from: Townman

select order-ref, last-update-date, status from orders-data-base where status <> 'completed' and now() - last-update-date > N Order by last-update-date

Sorry but pedantry as got the better of me, the FROM predicate of your SQL should that not be FROM Orders-Table having connected to the Database in order to execute the query?
Or  if not 'USE' ing the database FROM Orders-DB.dbo.Orders-Table assuming SQL Server.
And of course in an optimised world the status column would of course be an integer.

[#9]

mod:note
before this gets out of hand lets keep it on topic please

[#10]

Noted. 

[#11]

Quote from: Mook

Sorry but pedantry as got the better of me, the FROM predicate of your SQL should that not be FROM Orders-Table...

Hi Mook,
There will always be one, someone and this time you took the bait! 
I knew that when I wrote that (remember it supposed to be overly simplified) that there would be many tables to be cross joined ... if I referenced (implied one) someone would say that its not that simple ... so I sought to simply imply complexity by referencing "whatever" with in the database.
It is though not overly difficult.