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I am being one of those complaining types that annoy the hell out of me, but I really feel I am right in this case.
I got an email on Dec 3 with a promotion from my phone/internet company.
We were looking at purchasing a laptop for our daughter, and this had a promotion where I could purchase one and make payments on my phone bill for a price that included internet, and was only a little more than I was already paying for internet.
I tried to call, but their office was closed, so I went to their website and used the chat feature to talk with a rep.
I was told they did not have that promotion, and I should disregard the email. I pointed out that the same promotion was advertised in several different places on their site, and he again told me they did not have this promotion, but he could sell me an Xbox. I declined, and then he offered to look at my services and offer upgrades at special rates. I declined that as well.
A day later, the site was still showing that promotion, so I used PFB to send an unshared letter to the company. In the meantime, I also left feedback on the company's message board on their site.
The next day, my husband was out shopping, and he was in one of their stores and asked about the promotion.
They said it was a valid promotion, and the easiest thing would be for him to call customer service and place his order.
He tried to call the next day, as the office was closed by the time he got home.
They were having some technical issue, and he was told to call later.
I called from work in the afternoon, only to be told they were still having issues and couldn't process the order.
I asked when he thought I should try again, and he said to call next week.
I was concerned, because I wanted the laptop for Christmas, and he said there would be no problem with getting it in time for Christmas.
He then offered to sell me an Xbox, and when I declined, he offered to look at my services and offer me some upgrades. I declined again.
A day later, I got back a standard form letter in reply to my PFB complaint, apologizing and saying the service wasn't up to their usual standards, and that they did, indeed have that promotion and I could call their customer service, or visit one of their stores, or I could use the chat feature to order the services.
I replied, telling them that I had, indeed, already gone that route with no results.
I got back another form letter telling me someone would be looking into it.
Two days ago, in frustration, I called the store myself and left a message, as it was closed for the day. I outlined a bit of what I was going through.
The next morning, first thing, I got a call back from one of their staff. She sympathized with me and said all I needed to do was to come into the store and order it, and there wouldn't be a problem.
Unfortunately, though, she told me I will not get it in time for Christmas, but she can give me the new modem to wrap up with a card showing that the laptop is on its way.
Better than nothing.
Because of their store hours, though, it's impossible for me to get there when they're open. I work retail, too, and when they're open, I'm at my job.
There was a small window of opportunity today, and I was going to try to arrange something.
I got another call from another of their staff yesterday, and apparently, she didn't realize the other girl had called.
When I told her of my situation, she offered to do everything over the phone.
In only a few minutes, my order was placed, and my laptop should be on its way shortly.
As for my messageboard complaint, the forum admin asked for proof of this promotion. He wanted a copy of the email, as well as links to the pages on the site that had the promo.
I provided all of that to him.
As of yesterday, after the girl at the store placed my order for me, the forum admin assured me he was still looking into the issue of this promotion to find out if they can process an order for me.
The only drawback is that, even though it didn't say anywhere in the ads, the pricing offer is only for new internet customers. Since I am an exisiting customer, they are limited in what they can offer me, so my fee is about $20 more than advertised.
I find the whole thing really misleading and frustrating, and now I am calling and writing, trying to get someone to expedite my order so this thing reaches us in time for Christmas. I really don't think it's too much to ask.
In all of my dealings, I have been respectful and polite, but my frustration has been obvious.
I still can't help but think that somewhere, someone is siting in an office, shaking their head saying, "Oh no...we got another letter from that whiner."
I got an email on Dec 3 with a promotion from my phone/internet company.
We were looking at purchasing a laptop for our daughter, and this had a promotion where I could purchase one and make payments on my phone bill for a price that included internet, and was only a little more than I was already paying for internet.
I tried to call, but their office was closed, so I went to their website and used the chat feature to talk with a rep.
I was told they did not have that promotion, and I should disregard the email. I pointed out that the same promotion was advertised in several different places on their site, and he again told me they did not have this promotion, but he could sell me an Xbox. I declined, and then he offered to look at my services and offer upgrades at special rates. I declined that as well.
A day later, the site was still showing that promotion, so I used PFB to send an unshared letter to the company. In the meantime, I also left feedback on the company's message board on their site.
The next day, my husband was out shopping, and he was in one of their stores and asked about the promotion.
They said it was a valid promotion, and the easiest thing would be for him to call customer service and place his order.
He tried to call the next day, as the office was closed by the time he got home.
They were having some technical issue, and he was told to call later.
I called from work in the afternoon, only to be told they were still having issues and couldn't process the order.
I asked when he thought I should try again, and he said to call next week.
I was concerned, because I wanted the laptop for Christmas, and he said there would be no problem with getting it in time for Christmas.
He then offered to sell me an Xbox, and when I declined, he offered to look at my services and offer me some upgrades. I declined again.
A day later, I got back a standard form letter in reply to my PFB complaint, apologizing and saying the service wasn't up to their usual standards, and that they did, indeed have that promotion and I could call their customer service, or visit one of their stores, or I could use the chat feature to order the services.
I replied, telling them that I had, indeed, already gone that route with no results.
I got back another form letter telling me someone would be looking into it.
Two days ago, in frustration, I called the store myself and left a message, as it was closed for the day. I outlined a bit of what I was going through.
The next morning, first thing, I got a call back from one of their staff. She sympathized with me and said all I needed to do was to come into the store and order it, and there wouldn't be a problem.
Unfortunately, though, she told me I will not get it in time for Christmas, but she can give me the new modem to wrap up with a card showing that the laptop is on its way.
Better than nothing.
Because of their store hours, though, it's impossible for me to get there when they're open. I work retail, too, and when they're open, I'm at my job.
There was a small window of opportunity today, and I was going to try to arrange something.
I got another call from another of their staff yesterday, and apparently, she didn't realize the other girl had called.
When I told her of my situation, she offered to do everything over the phone.
In only a few minutes, my order was placed, and my laptop should be on its way shortly.
As for my messageboard complaint, the forum admin asked for proof of this promotion. He wanted a copy of the email, as well as links to the pages on the site that had the promo.
I provided all of that to him.
As of yesterday, after the girl at the store placed my order for me, the forum admin assured me he was still looking into the issue of this promotion to find out if they can process an order for me.
The only drawback is that, even though it didn't say anywhere in the ads, the pricing offer is only for new internet customers. Since I am an exisiting customer, they are limited in what they can offer me, so my fee is about $20 more than advertised.
I find the whole thing really misleading and frustrating, and now I am calling and writing, trying to get someone to expedite my order so this thing reaches us in time for Christmas. I really don't think it's too much to ask.
In all of my dealings, I have been respectful and polite, but my frustration has been obvious.
I still can't help but think that somewhere, someone is siting in an office, shaking their head saying, "Oh no...we got another letter from that whiner."
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