Archive for the 'Customer Service' Category

17
Jan
14

In my inbox

targetletter

So I know this wasn’t sent by the “criminals” because. . .?

 

03
Oct
13

call me paranoid, just don’t call me late for dinner

Is it just me, or does this sound like a scam?

dressnet

It seems like the people generating these schemes would at least have the sense to hire/find someone who can actually write English.

Sure, I’ll just send money to ping-tai, even though I haven’t ever in my life ordered anything from wholesale-dress.net. What were the steps again? (Isn’t it thoughtful of Ping Tai to point out where exactly the “Send Money” button is?)

As Husband likes to say, I was born at night, but not LAST night.

05
Mar
13

Customer Service, local banking style

Received a letter from my bank recently, outlining my complimentary enrollment in the bank’s “Overdraft Privilege” program. The key points of this privileged status are outlined as such:

  • Should an overdraft occur, your account will be assessed the standard NSF fee of $32 for handling each item even if paid by the discretionary Overdraft Privilege services.
  • If multiple items are presented against your account on the same day, each item will be assessed the appropriate NSF fee or returned item fee of $32, up to a limit of five (5) fees per day.
  • ___________Bank has the discretion, but is not agreeing and does not have an obligation to pay your overdrafts and we may withdraw or reduce the amount of this privilege at any time.

Umm, thanks?

Guess the “Privilege” part is the part where you agree not to accidentally, manipulate the circumstances so as to charge me more than $160 a day?

They wasted paper and a stamp to tell me this? Seems like they could have just given me the finger and spat on my shoes or something.

Right up there with the bank that charges me an overdraft for not having the money in my checking account to make a house payment that’s already been paid.

I’m beginning to think I’m really in the wrong business.

05
Nov
12

never again

Bought a hooded tunic from what I believed to be a high-quality catalogue, made from what I believed to be a high-quality fabric. Wore it for 10 minutes, found a hole in the shoulder.

Here is me, working with someone in customer service at Blue Canoe, trying to get an exchange: (Warning: Don’t start down this road unless you have a lot of time.)

 

10-17

Dear Customer Service–

 I have a problem with my order. One of the items – the V-Neck Hooded Tunic (Item #M526-LEA) has a hole in the shoulder.

I would like an exchange, but am more than a little concerned about the quality of this item, especially considering its cost.

Can you advise me on whether this is an anomaly, or if I should just return it?

 

10-19

Hello —

I asked the owner Yes, it’s an anomaly.  We do have quality control and try to catch flaws, please send back the item.

Thank you,

Blue Canoe

 

Sent: Friday, October 19, 2012 11:49 AM

To: Blue Canoe
Subject: Re: Order #1—
It’s on its way. I do love the garment — can you reserve a replacement for it?
Thank you.

 

On Oct 19, 2012, at 5:04 PM, Blue Canoe wrote:

Currently, we have M526-LEA Small (1), Medium(1),  Large (1), & XL 3). But, we are suppose to re-stock today, but I don’t see new number in the system yet. No, Blue Canoe can not guarantee that the next V-neck Hooded Tunic will not have a hole.  Here at Customer Service, we do not have access to the Warehouse to eye-ball and check items before they ship. Quality Control does its best to check by batch.  But, you are welcome to return the item if you find another flaw.  Hopefully, if you do re-order there will be no flaw when you receive and view the V-Neck Hooded Tunic
Blue Canoe

 

Sent: Friday, October 19, 2012 2:55 PM
To: Blue Canoe
Subject: Re: Order #1—
I had the Large in the green.
Can you automatically generate an exchange when you receive it from me, or do I need to do something else?

 

On Oct 19, 2012, at 6:00 PM, Blue Canoe wrote:

I can include an exchange when I receive your M526-LEA-L in the mail.
What Size in the exchange do you want?  Another M526-LEA-L?   or a different size?

 

Sent: Friday, October 19, 2012 3:04 PM
To: Blue Canoe
Subject: Re: Order #1—
Large please. 
Thank you.

 

On Oct 19, 2012, at 6:25 PM, Blue Canoe wrote:

Okay,  I’ll make a note M526-LEA-L. when I get your return order in the mail.

Blue Canoe Customer Service

 

Sent: Tuesday, October 30, 2012 12:00 PM

To: Blue Canoe

Subject: Re: Order #1—

Hi there-

Just checking to see if you have received my return and/or processed the exchange. (I was hoping to have the top for a trip I’m leaving on tomorrow. . . No sign of it yet.)

 

On Oct 30, 2012, at 2:13 PM, Blue Canoe wrote:

It looks like your CC was credited $99.11 (which includes $4.16 Refund Shipping Cost for Return Flawed Hole In Shoulder of V-Neck Hood) on Oct. 24th 2012.  [it wasn’t] But, I don’t see a order put in for another M526-LEA-L.  I don’t think any delivery package will get to you (even in RUSH order) because of remenance [sic] of Superstorm Sandy.

Inventory shows M526-LEA-L  (3 in-stock). Do you still want that order item put in?

Blue Canoe Customer Service

 

Sent: Tuesday, October 30, 2012 12:19 PM

To: Blue Canoe

Subject: Re: Order #1—

I do — from your previous email (cited below) I thought you were going to process an exchange right away.

On Oct 30, 2012, at 3:28 PM, Blue Canoe wrote:

I can explain how it was overlooked.  I did check your order profile and a exchange order was not entered. If you still want the V-Neck Hoody, let me know.

Blue Canoe Customer Service

 [Does this explain anything? It doesn’t seem so , but maybe it’s just me.]

 

Sent: Tuesday, October 30, 2012 6:34 PM

To: Blue Canoe

Subject: Re: Order #1— 

I do.

 

On October 31, 2012, Blue Canoe wrote:

I will add M526-LEA-L  as soon as our system is up. Currently, it’s down.  I will let you know when it is reserved.

Blue Canoe Customer Service

 

Sent: Friday, November 02, 2012 3:15 PM

To: Blue Canoe

Subject: Re: Order #1—

I am not seeing this credit on my account. Was it cancelled out by the exchange? Or am I missing something?

On Nov 5, 2012, at 11:09 AM, Blue Canoe wrote:

Hello ,

I have sent an email to the person who does the charging out & refund crediting. I see in out order system that it has already credited $99.11 on Oct 24th including your $4.16 for Return Shipping Cost.  Transactions sometimes take time in entering into our payment system depending on who’s charging & crediting (is in the order of) but I have sent the email to the person who handles this and hopeful will her from soon.

Your credit of $99.11 – I see no notes on the credit being applied to your exchange order for the M526-LEA-L V-Neck Hoody.   Did you want it the credit to be applied to your exchange order?   I don’t recall you specifying for it to be applied to your exchange order.  Otherwise, I would have noted.  Please let me know.  Otherwise, my co-worker will credit the $99.11 & $4.16. to your current card and your exchange order will be charged for the exchange order.

Thanks,

Blue Canoe

Sent: Monday, November 05, 2012 8:31 AM

To: Blue Canoe

Subject: Re: Order #1—

I would prefer an exchange. I just want to be sure what I get credited equals what I get charged.

 

 

Sent: November 5, 2012

$94.95  Is your order Amount for the M526-LEA-M  –  V-Neck Hoody

Our company usually takes the return credit and apply it to the exchange order.

Your Credit is    $99.11  (Credit)

$94.95  (Order Amount)

$ 4.16   (Remaining Credit)   You Don’t have to Use Your Credit Card To Purchase Your Exchange.

Is that okay with you. Or, do you still want us to credit your credit card $94.95 + $4.16(Return Ship Cost) separately from your exchange order. Meaning will we charge your card (without using return credit) for the exchange order. Applying the credit is usually customary.  But, if you want to see the actual credit return to your credit card I can ask for that.  That charge your card for the exchange order.

Blue Canoe Customer Service

 

 

SERIOUSLY? Clearly this “customer service” person is in another country — the grammar misusages sound like somewhere Asian.  This doesn’t seem like something that should be this difficult.

Sheesh. And never again.

 

 

 

 

 

 

 

 

 

19
Jul
12

disingenuous 101

a.k.a. Here’s hoping you’re not paying that much attention.

20120719-115708.jpg

20120719-115718.jpg

Bad enough that they’ve decided we even want to tip 20% for bad service (20 minutes to get a drink; 30 for a glass of water) and mediocre food. I wonder who gets the “extra” if we don’t notice and tip twice. I doubt it’s the waitstaff.

Anyway. . .

09
Apr
12

did I miss something?

Dear iTunes/iBooks customer support–

Thank you for your previous messages in your attempt to help me solve the “encoding error” problems I was experiencing after updating the software on my iPad, and which was causing most of my ebooks to appear to be empty of content. I’m sorry that you felt you were no longer able to help me. After much trial and error, I have found the solution, so I just wanted to update you, in case this situation presented itself again with another customer who was experiencing difficulties. It turns out that all I needed to do was run the iBooks app update. Everything is now fine. I’m actually surprised this wasn’t suggested in the first place.

S—-

 

Dear S—,

I just want to say that you are very welcome, and thanks for replying. I’m glad to hear that your issue has been resolved, and I was able to provide you with the support you deserve. I know it is always such a feeling of accomplishment, when things work out the way you want them to.

I am glad that I could assist you and best of all, put a smile on your face. Believe me, nothing makes Apple happier than knowing that we have pleased our wonderful customers. I truly hope that you continue to enjoy all that the iTunes Store has to offer.
 
Also, Apple (and myself) are currently striving for the best experience possible in making sure our customers have been taken care of to their satisfaction.
   
It was a pleasure to assist you, and I will now close this request. Remember support is just an email away if needed. You’ve truly been a remarkable asset to the iTunes Store Family and Thank you for choosing the iTunes Store.
 
Best wishes and continued happiness!

Sincerely,

Ashley
iTunes Store Customer Support
http://www.apple.com/support/itunes/ww/

I work Thursday, Friday 7:00 AM – 3:30 PM and Monday Through Thursday 12:30 PM – 9:00 PM EST.

Thank you for allowing me the opportunity to assist you.

 

Let’s open this up for a vote, shall we?

How many people believe that Ashley has her replies to her customers reviewed by a superior, but not necessarily including the messages to which she is replying.

There is no possible way that she can suppose from the content of my message the she was of any use at all!!!

 

Just sayin’.

31
Jan
12

and so I find myself filled with rage

“Dear M&T Bank Customer Service:  I’ve spent an hour in a voicemail loop and/or on hold through your customer service number. M&T paid our Winter Taxes from our escrow on December 1. We refinanced later in the month, and the new mortgager also paid our real estate taxes. We have been told that the first payment has been refunded to M&T via a Tax Payment Servicing Company. We would like to know when we can expect to get this refund back to us. p.s. Your voicemail system doesn’t work — when I follow all of the prompts to the point where I indicate that I have a tax information question I end up back at the beginning. I’m very frustrated.”

*************

“Dear Customer,
Thank you for your email.
Please be advised, we would be happy to assist you with your inquiry, however, we are unable to locate an account number for you. Please provide your mortgage account number so we may further assist you.
If you have any further questions or concerns, please feel free to contact our Customer Service department at 1-800-724-2224.
Thank you for the opportunity to serve your banking needs.

Colleen Little
Mortgage Customer Support
Retail Servicing”

***************

Well that sounds promising — Colleen would relish an “opportunity” to serve my “banking needs.”

Said mortgage account numbers were provided. . . .

Time passes. . . .

Lots and lots of time. . .

Feels like Days . .

Finally, I receive word from my new friend Heather:

“Dear Customer,

Thank you for your inquiry.
Please be advised you will need to follow up directly with our Tax Department at 1-866-406-0949.
I apologize for any inconvenience this may have caused.
If you have any further questions or concerns regarding your mortgage account, please feel free to respond via email or contact our Customer Service Department directly at 1-800-724-2224.

Heather Mitchell-Carter
Mortgage Customer Support
Retail Servicing”

******************

Meh.

Customer Support my a%$. Apparently Colleen didn’t pass on to Heather the part of the message where I pointed out my excursion in voice mail purgatory. I begin to suspect that “Heather” is not actually a person, but an electronically-generated minion, an avatar of sorts, whose job is to parse the combinations of nouns and vowels in my email message and generate what seems to be a suitable response. I decide this is cynical, and will give Heather, or should I say, “Heather,” another chance:

“I tried yesterday to talk to someone at this Tax Department phone number. I went on an almost-an-hour-long voicemail loop which repeatedly returned me to the starting place. I don’t have time to do this again. Is it possible for someone from there to call me instead?”

*************************

More time passes. . .

Lots and lots of time. . .

Frustration builds. . .

Finally, Heather builds me up with false hope by actually replying to my message. Until I read it:

“Dear Customer,

Thank you for your inquiry.

Please be advised you will need to call the Tax Department directly at 1-866-406-0949 or you can contact our Customer Service Department at 1-800-724-2224 and request that a representative transfer you directly to a Tax Department Agent.
If you have any further questions or concerns regarding your mortgage account, please feel free to respond via email or contact our Customer Service Department directly at 1-800-724-2224.

Heather Mitchell-Carter
Mortgage Customer Support
Retail Servicing”


OMG — it’s just like their voice mail!

Just as I suspected. Heather is, in fact, “Heather,” and M&T doesn’t give a flying f@#$ in a rolling doughnut about customer “support.” They just want me to go away. Soon.

The fact that the bank (ahem, Fifth Third) that refinanced our mortgage and the title company (ahem, Midstate Title) that prepared the endless legal documents for us to sign and initial, and initial, and initial. . .    apparently dropped the ball by not noticing that our taxes had been paid TWO FULL WEEKS BEFORE CLOSING, and can’t seem to be bothered to interrupt their whatever-it-is-that-bankers-do-in-the-winter-since-they’re-clearly-not-playing-golf to fix this for me doesn’t help.

Plus it’s Tuesday, and I work way too many hours on Wednesday so I’m preemptively crabby.

That doesn’t help.

My newly henna’d hair, does, though, kick ass, so there is that at least.

Sigh.

Why do other people not doing their jobs have to make so much more work for me? I have enough to do (you can tell, right?). Why am I waiting 6 weeks to get my money back? Why am I paying interest over the next 15 years for money I didn’t need to borrow? Why is the world so goddamn frustrating?




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