I have been put in a situation where I am quite sure that I am right, and customer service for a country-leading webshop are most likely wrong. How do I tell them that they are wrong without offending anyone or implying that they are bad at their job?
The backstory: I am part of a community of hardware enthusiasts who watched a release of a series of products. Almost no information whatsoever was given out about the release in in advance, but through the community I managed to get the point in time where the release was going to happen, and order within seconds of the product page appearing on one of the biggest webshops in my country. An order confirmation was sent out to my email account 2minutes after release. This was just over a week ago.
This was not fast enough to take part of the original stock. And availability is so bad that the webshop did not have and thus give out any information about when the next re-stocks would happen. Just that they might get a handfull of small deliveries until january, and that the people who ordered early will get their packages sent in the order of their ordernumber(corresponding to the time they placed their order). Being sure of the timing of my order being good, I called customer service and asked them if the fact that my order was pay on delivery and picked up at a store of their close to where I live would mean I would have a place in the queue with everyone else, I was assured that I would.
On friday, a small delivery was made and many of the enthusiasts in the community expressed their joy over having their packages send. The status on my order did not change, making me think their new batch is sent and im not part of the lucky few.
After asking the other people in the community at what time they placed their order, many of them had ordered several minutes later than me, and gotten order confirmations almost 10minutes later than me. I asked customer service about this and got the reply that the placement of the order did not necessarily correspond perfectly with the sending of the order confirmation.
So I started asking the others about their order numbers, and while one of them had a lower ordernumber than me, the rest of them did not. I vented my frustration at my situation and one person contacted me telling me he is in the exact same situation as me, and that he has the same circumstances in his order("pay on delivery and picked up at a store of their close to where I live"). After asking around, it appeared that none of the ones who had their packages sent had that choice in their order.
This lead me to feel that I had confirmed my suspicions regarding pay on delivery and picking up at the store.
After getting this information, I wrong a long email with all my findings and asking them how they can compensate me for this error, although the damage has already been made. After reading through the email I deleted it, thinking it just seemed rude and arrogant, and thinking "If I got this email as customer service, I would not feel happy to help this person".
How do I achieve this? How should I formulate my disappointment and tell them how their own process is wrong without being rude?