Thursday, December 08, 2005

Customer Service

Sure, we all have the classic pet peeve of "bad customer service". Luckily (and unfortunately) for me, I've worked in CS, so I know what can and can't be done. Even so, dealing with incompetents (and just plain unhelpful people) can be a pain in the ass. The following is an *actual* exchange - well, two exchanges and you'll see why - on's "live help" feature. The only things I have deleted are the "copy and paste" of my first exchange that I did for the second rep I chatted with, and incriminating info (email addy, order #, etc.).

Christian: Thank you for contacting This is Christian. How may I assist you today?
you: Hi! I have a coupon (actually, I think I have more than one) for $2.95 credited to my account. How do I apply it to the order I'd like to place?
Christian: To help you better, may I have your order number?
you: I haven't placed the order yet. I want to apply the coupon before I do.
Christian: May I have the catalogue number you are looking at.
you: I'm online - there's no catalog
Christian: To help you better may I have the email address ?
you: xxxxx

Christian: Thank you for the information.
Christian: May I place you on hold for a minute or two while I research this for you?
you: sure
Christian: Thank you for staying online.
Christian: Would you like me to place an order for you.
you: ??? No - I want to apply my $2.95 coupon to the items I have in my shopping cart. The coupon is linked to my account, but I don't have a code, and can
you: oops
you: I can't find info on how to appy it to an order
Christian: I will stay online please go head and place your order.
Christian: The amount will automatically applied as a discount.
you: OK - I placed the order, but the discount isn't showing.
Christian: May I place you on hold for a minute or two while I research this for you?
you: sure
Christian: Could you please provide me the order numbger you have just placed.
Christian: *number
you: xxxxx
Christian: May I place you on hold for a minute or two while I research this for you?
you: sure
Chat session has been terminated by the Overstock Service representative.

Welcome to Customer Service, you are now chatting with Saige.
Saige: Thank you for visiting! This is Saige. How may I help you today?
you: Hi! I'm trying to straighten out a coupon issue. I was chatting with someone and he terminated the chat. Here's a copy & paste of our entire exchange. [I did so]
Saige: I would be happy to help you with that.
you: Yay!
Saige: For security purposes, may I ask you to verify the name and billing address on your account?
you: xxxxxxx
Saige: Thank you for verifying.
Saige: Thank you for providing the order number.
Saige: May I place you on hold for a minute or two while I research this for you?
you: sure
Saige: Thank you for staying online.
Saige: I do see that there is an unused coupon of $2.95 in your account.
Saige: I am sorry to inform you that as you have placed the order, we are unable to avail the coupon on this particular order.
you: Well then why did he tell me to place the order?!?
you: I was very clear with him about what I wanted.
Saige: Please come back to us before placing the order the next time and we will surely help you regarding that.

Saige: I apologize for what had happened.
you: There has to be *something* that can be done about this order.
you: This is unacceptable.
Saige: I am sorry for the inconvenience.
Saige: We are unable to issue the coupon to this existing order.
Saige: However we will help you in issuing the coupon to the next order.
you: Well how about you credit my card for $2.95 and remove the coupon from my account?
you: The reason I *have* this coupon is because of poor service I received in the past. This needs to be worked out now.
Saige: I am really sorry, the instore credit cannot be credited to your credit card. The instore credit will be applied to your next purchase automatically.
you: Well then - please cancel my order, stay on the line with me, and I'll place it again with you helping me apply the coupon.
Saige: I am sorry to inform you that we are unable to cancel the order once it is placed.
you: Why not?
you: And I'm still confused as to why you cannot perform a partial credit to my credit card for 2.95
Saige: I do understand your concern.
you: You must realize that at this point this is about the principle.
Saige: I am really sorry that I am unable to do that.
you: I was awarded a coupon for poor customer service, and now CONTINUED poor customer service has made me unable to use it for an order?!? That's beyond ridiculous
you: You haven't explained why you are unable to credit my card
Saige: I understand that this has been a frustrating experience for you and I apologize.
you: This is not acceptable. I guess I'll have to call in and try to speak with someone who can do something about this.
Saige: Please stay online while I check that for you.
Saige: Thank you for staying online.
Saige: We have credited that amount to your credit card.
Saige: Please check your next billing Thank you very much!

And thus the monster was defeated! And I was telling her the truth about why I had the coupon - this was NOT my first tangle with overstock CS, and I was *damned* if I was gonna let them pull their crap again! Hahahahaha...


Kyahgirl said...

god you're patient! I'd have never made it through that.

Trina said...

Once I go into bitch mode, I'm like a pit bull - I do NOT let go. They never stood a chance...

katiedid said...

Criminy. I would have been swearing like a sailor after this. Seriously, write them another email or something informing them of this crap - and emphasize the fact that this was for PREVIOUS bad service to them so they really really get some sort of point this time. Not that I think it will fix anything, but god I think they owe you that whole order free. That degree of dis-service is obnoxious.