thumperchick wrote:Speaking of Customer Support Reps not reading emails, here is my recent frustrating conversation:
So, thanks for the bad print, followed by service ignoring my simple request - not even acknowledging it! So now, because QC is terrible, woot is expecting me to replace my shirt at a HIGHER PRICE? (Since the shirt I ordered on the first day, and the shirt is now in the top 20.)
Yeah, that's about the same level of reading comprehension I get from customer service every time I poke them these days. It'd be one thing if they were ACTUALLY robots, but there's people behind those e-mails, controlled by a company that doesn't let their customer support actually use their brains or try and help the customer. Talking about policy is bad, after all. Don't tell the customer what you can't do, only what you CAN do. And all they CAN do is issue refunds. Ever. I still don't know how Narf is managing to get these replacements, failures or not, lol...
In response to my request to speak to a supervisor/manager, I got this:
I'm very sorry but we are not equipped for telephone support and all support is provided via telephone.
I realize you're upset, and I regret we've been unable to address your concerns to your satisfaction. However, we'll not be able to offer any additional insight or action on these matters, and any further inquiries on this matter will not receive a response.
We appreciate your business and hope to have the opportunity to serve you again in the future.
First off, wait-what? They have telephones they can't use for support, and all support is provided by telephone? English fail. Probably meant e-mail the second time. But that's the type of mistakes I've been seeing a lot of recently, like someone ran the e-mail through a scrambler to make sure any legitimately communicated message contained within is mutilated to the point of unusability.
Second, as I said, "We cannot talk about policy, go away now before I get in trouble."
Third, not in regards to this e-mail, but I sent another to Woot and used the web-submit form because that's all that exists unless you've had a personal direct e-mail from a Woot staffer in the past... to suggest an idea for something art related. A promotional thing they could do with the furry group because hey, tons of fuzz-butts are Wooters. But anyway, I got an e-mail back from them saying to contact either uhh, artist or artists @ woot. I forget which they told me in the e-mail, but it was the wrong one of the two. So now I have both in my list of contacts which is really annoying and inconvenient. Oh, and I never DID hear back from the artist team about my idea. Not even a default CS 'under consideration' politeness e-mail.
*sigh* And I went such a long time without having these issues, too.