If I order a package from Amazon, and it doesn’t show up on time and in the condition, I blame Amazon, not their subcontractor with whom I have no relationship. A longer supply chain does not mean the divestiture of responsibility.
Note I am NOT suggesting that every package must arrive on time, just that when they do not, it is Amazon who must perform the service recovery rather than a delivery company.
> I blame Amazon, not their subcontractor with whom I have no relationship
Totally. But you wouldn't say that "Amazon chose to delay my package", you'd say "my package got delayed, UPS should really make sure not to use that package-eating driver or Amazon should stop using UPS".
"Amazon delayed my package" = "Amazon intentionally delayed my package so that it doesn't arrive on time". "My Amazon package got delayed" = "The package got delayed, but no intention is implied or expected". In both cases it's on Amazon to get you your package, but in one case Amazon is after you and is intentionally holding back packages instead of shipping them to you.
>But you wouldn't say that "Amazon chose to delay my package", you'd say "my package got delayed, UPS should really make sure not to use that package-eating driver or Amazon should stop using UPS".
No, in if Amazon is standing in for Rippling here, you would say that Amazon normally ships with UPS but made a last-minute decision to switch carriers. This requires some last minute logistical adjustments resulting in your delayed package.
Funny, I usually blame the courier first. Some have an established track record of delaying deliveries, or claiming that they tried to deliver but nobody was at home. (I call the latter the "Finnish post office" strategy.) Repeat offenders get punished by not having business in the future. Eventually.
However, you are right from a customer's perspective. A third party cock-up is not an excuse - it may not be your fault, but it still is your problem.
Note I am NOT suggesting that every package must arrive on time, just that when they do not, it is Amazon who must perform the service recovery rather than a delivery company.
That is no different in this case.