My most recent computer purchase was from Dell. I went through their online computer configurator and purchased a model number E520 with the E6400 Intel Dual Core processor.
I made the conscious decision to buy this processor over some older versions that Dell was also selling.
When my order arrived, I checked the packing slip and saw everything was in order except for this line describing the processor:
DIM E520, P4, E6400 (2.13GHZ),HT
As you can see, parts of the description matched what I had ordered:
DIM E520, P4, E6400 (2.13GHZ),HT
Great. But wait a minute. The other parts of the description used specific terms that identify older Intel processors:
DIM E520, P4, E6400 (2.13GHZ), HT
P4 could be a Pentium 4 which is a much older processor. The HT could be Intel’s older HyperThreading technology.
So there I sat staring at my packing slip wondering, “Did Dell trick me? Is this really an old processor or a new one? Why is part of the name what I ordered but part of it not?”
These are too many questions to be asking. I should have received my order, glanced at the packing slip and had no questions. I should have gone straight to opening the box.
Instead, I was worried. The excitement I felt upon my purchase arriving had completely faded, and now, I was faced with the possibility of returning a computer I didn’t order. Not only that, but it would probably be less of a hassle if I returned it unopened.
This story doesn’t end here. It expands to calls with customer service and even an online chat. Nevertheless, this story should never have even started.
The packing slip should have the same wording as the product ordered.
Use the same keywords, capitalization, and format whenever you mention the same products. Discrepancies lead to fear, uncertainty, and doubt in the customer. These feelings lead to customer service support that you, as the company, then have to fund.
Keep it simple. Avoid the post-sales support hassle by simply being consistent in your product naming and descriptions.