I don't like being called a liar

FROM: Old Fezziwig
DATE: Monday February 28, 2000 -- 9:32:17AM

I would not have given in, even for $2.50.

FROM: Paul
DATE: Monday February 28, 2000 -- 1:48:44PM

Ryan, Ryan, Ryan. First of all, did you check The Container Store? ;) (We really should have something to suit your needs! Email me on it) Second, it's funny you mention bad customer service because I just banged out a lengthy reply to a Best Buy employee re: my Best Buy Sucks page. And I think it stands up pretty well as an idea of what good customer service is all about.

FROM: Ryan
DATE: Tuesday February 29, 2000 -- 5:59:10PM

My scathing lunchtime letter:
*Specific_CS_Rep*,

I spoke to you on Friday about returning a duplicate package to you. After having spoken with you and having time to think about it, it is definitely not a good compromise that we split the return shipping costs. Sure, it's only $2.50 for me, but it's the principal -- I came away from our conversation on Friday feeling that you were calling me a liar, and I don't appreciate that.

The facts are as follows:

1. I placed an order on February 10th. You (personally) called me for my credit card number. I gave it to you and explicitly said, "This is a different one from the one I have on file with you."

2. On February 11th you (personally) called me again asking for my credit card number. I returned your call and explained that you had called the day before and I had already given you my card number. After being put on hold several times, I was told "OK, it's been taken care of" and that my duplicate order would be deleted.

3. On February 22nd, I received my order.

4. On February 23rd, I received my order again.

5. I called you on February 25th to inform you of the duplicate order. You told me, "Well, you should have called and told us of the duplicate order." I told you I did. You told me that I was charged on two different cards and that in your six months of having worked there, nothing like this had happened. "We wouldn't charge your card unless you gave us the number." You then said, "How about we split the return shipping costs since it's both of our faults." I debated that issue and explained to you why I was not at ALL at fault. You then said, "Well, how about we split the return shipping costs" yet again. I had to return to work, so I agreed to it, and you said that you would send someone to pick up the box on Monday morning.

6. No one came to pick up the package on Monday.


*Specific_CS_Rep*, I am extremely upset with the way this order has gone. I've ordered from you all in the past and I've overlooked the fact that your web site is about 5 years behind having to call for credit card validation. I've also overlooked the poor packing job you do, as my previous orders have arrived partially damaged or falling out of the packaging because of a poor taping job. But this time, I can't overlook it. I'm fed up and frustrated with the way this simple problem has been handled -- how a company can ask a customer to split the shipping cost when it's entirely their error (while implying that the customer is lying at the same time) is beyond me. It's an example of astoundingly bad customer service.

It's Tuesday at 12:45pm and STILL no one has come by to pick this package up. I am going to dispute the charge with my credit card company (offering them a copy of this letter as evidence) and I will hold onto the package until an RPS delivery person comes to pick it up. I am also requesting, again, that *Specific_Company* pay for the return shipping cost.

You've lost a customer that's spent several hundred dollars with you over the last year-and-a-half and referred a number of other customers. I simply will not deal with a company that treats me in this way for a product that is simply not that great to begin with.


... Ryan A. MacMichael


The reply:
Ryan,

Please accept our apology for all of the problems you experience with your order. *Specific_CS_Rep* didn't understand the *Specific_Company* philosophy regarding settling customer mix-ups. We are cancelling any charges regarding the freight fee. *Specific_CS_Rep* is relatively new to the the telemarketing side of our company and it is a job that requires a great deal of experience before a person acquires all of the skills necessary to be proficient in handling all of the problems that arise in her complicated work.

Thank you for your consideration in this matter.

Regards,

*Another_CS_Rep*, Customer Service Department

FROM: Robert
DATE: Wednesday March 1, 2000 -- 10:47:20AM

I think that *Specific_CS_Rep* needs a *Specific_Combat_Boot* up his/her *Specific_Orifice*. That should settle matters.

FROM: Ryan
DATE: Wednesday March 1, 2000 -- 11:15:52AM

Amen, sister.

I got an e-mail this morning telling me that they'd be sending an RPS person to pickup later this week or early next.


... Ryan

FROM: Huyen
DATE: Wednesday March 8, 2000 -- 12:35:42AM

They lost me as a potential customer. I thought that there was going to be more emphasis on customer service as more and more companies get online. It seems like the biggest problem that not many companies are addressing is good customer service. Maybe that's why I still like to deal face to face with small, friendly, customer service-oriented stores. I hope companies start getting the hint soon!

FROM: chris
DATE: Saturday February 15, 2003 -- 3:03:26 pm

How does one stop being a liar?

FROM:
DATE: Saturday January 1, 2005 -- 2:11:59 pm

FROM: Joseph
DATE: Thursday December 22, 2005 -- 9:58:33 am

That's a lot of work for $2.50. I mean, consider the economics. You wouldn't work for $2.50 an hour, and yet you probably put in an hour of aggravation just to get your $2.50 back. Even if it was only a half hour, you still probably wouldn't work for $5 an hour.

FROM: Julie
DATE: Tuesday May 2, 2006 -- 8:05:30 am

aww Ryan, I don't know you but I'm so sorry to read this, albeit obviously a few years too late! I found a link to this from another forum which listed "said company" by name. I have to tell you, I work for "said company". I'll give you, our website and practices in 2000 were far below par when it came to anything technology related (this has since been alleviated and we continuously strive for the most user friendly and safe methods available). What concerns me is the way you were responded to when you spoke with a person, on multiple occasions no less! I don't know who you spoke with but I would like to offer you an apology. If I can ever make amends for this, please just let me know. It's too bad that this experience had to be representative of our company. Thanks Ryan

FROM: Ryan [E-Mail]
DATE: Tuesday May 2, 2006 -- 12:00:59 pm

The above comment by Julie is exactly how companies *should* respond.

I should note that since this Ping was written, I've lightened up on Bags Unlimited and have even placed an order or two. Any hate from the original Ping is gone... they've been a good company outside of this incident over six years ago.