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First some short background, we made a mistake and shipped this lady's order to the wrong address. She was upset (understandably) and sent us an email to let us know of our human failings.
Normally I wouldn't post about such a thing, but this email was just SO over the top. I could understand that level of drama, if she had been trying to remedy the error and we'd been ignoring or stonewalling her, but this was her FIRST communication about the issue. And the package wasn't even late arriving at her house yet.
A few excerpts, mildly edited to protect the innocent and guilty alike:
It saddens me that because [your company] is the only one that offers the best in [type of software you make], I am forced to have to continue to deal with you.
OK. I guess we should make a shoddy product from now on to prevent her any further mental anguish.
And her last purchase was over ten years ago. She should be thankful. We have some customers we've been FORCING to buy updates from us every year or two.
...if I do not receive it in the next three days, you will definitely hear from my by phone.
Oh noes! Not the dreaded PHONE CALL. Whatever shall we do?
I do not have $300 plus dollars to simply throw away.
Whoa! Back up there, Sparky! We've been in the software business for 35+ years in a small industry where everyone talks to everyone else. How long do you think we'd have lasted if we made a habit of taking people's money and not delivering them their product? We don't EXPECT you (or anyone!) to "throw away" $300. Believe it or not, we are also people who work hard for our money and don't need to be instructed that losing $300 isn't something to be taken lightly. When we foul up, we WILL fix it. All you have to do is let us know we made a mistake and give us a chance.
As a matter of fact, it's already been fixed. We refunded your shipping and sent you a duplicate package at no charge. If you get both packages, you needn't worry about returning the orignal. Please use it as a coaster with our compliments. We also gave you some download instructions so you can start using the product right away if you are in a hurry.
Shockingly enough, we would have done all that even if you hadn't worked yourself into frothing state of rage at us. Of course, if you hadn't ranted at us, I wouldn't have found your email nearly entertaining enough to share about on the internet. So there's that.
Normally I wouldn't post about such a thing, but this email was just SO over the top. I could understand that level of drama, if she had been trying to remedy the error and we'd been ignoring or stonewalling her, but this was her FIRST communication about the issue. And the package wasn't even late arriving at her house yet.
A few excerpts, mildly edited to protect the innocent and guilty alike:
It saddens me that because [your company] is the only one that offers the best in [type of software you make], I am forced to have to continue to deal with you.
OK. I guess we should make a shoddy product from now on to prevent her any further mental anguish.
And her last purchase was over ten years ago. She should be thankful. We have some customers we've been FORCING to buy updates from us every year or two.
...if I do not receive it in the next three days, you will definitely hear from my by phone.
Oh noes! Not the dreaded PHONE CALL. Whatever shall we do?
I do not have $300 plus dollars to simply throw away.
Whoa! Back up there, Sparky! We've been in the software business for 35+ years in a small industry where everyone talks to everyone else. How long do you think we'd have lasted if we made a habit of taking people's money and not delivering them their product? We don't EXPECT you (or anyone!) to "throw away" $300. Believe it or not, we are also people who work hard for our money and don't need to be instructed that losing $300 isn't something to be taken lightly. When we foul up, we WILL fix it. All you have to do is let us know we made a mistake and give us a chance.
As a matter of fact, it's already been fixed. We refunded your shipping and sent you a duplicate package at no charge. If you get both packages, you needn't worry about returning the orignal. Please use it as a coaster with our compliments. We also gave you some download instructions so you can start using the product right away if you are in a hurry.
Shockingly enough, we would have done all that even if you hadn't worked yourself into frothing state of rage at us. Of course, if you hadn't ranted at us, I wouldn't have found your email nearly entertaining enough to share about on the internet. So there's that.
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