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<bg> Some of you know from other threads that I have been cross-trained at my call center to take calls for another client. I have to be vague about them because they're extremely "hip" right now and even to mention what they sell would probably give it away...so yes, I will be VERY mysterious 
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Took a call today from a woman who didn't get what she ordered (supplies). She claimed the website didn't work right and she didn't get the one box of what she REALLY wanted...instead she got a whole bunch of boxes of the other kind instead of the 2 on the order (and she claimed she only wanted one of those, too). So here's a woman with at least 4 free boxes of the stuff already. We couldn't figure out what might have happened, and unfortunately the stuff she didn't get is sold out right now. I am empowered to send up to two free boxes with free shipping - though we like to send a coupon first, figuring (a) they may never use it and (b) they might buy something else while they're online anyway. So I explained the item was out of stock and what I was going to do.
Her response? "You mean, you expect ME to do the work? The onus is now on ME to get my stuff? Just send it to me!" I explained again that I would be happy to if it was in stock (we don't do backorders) but it wasn't, so the coupon would be her best bet and I could also set the system up to send her an alert when the item comes back into stock. Nope. "It's my birthday, and I already have a headache enough, I'm done talking about this...just send it to me."
OK...this is the kind of EW I'm used to dealing with at High End Home Store, but the other client's customers tend to be much more easygoing, especially if they're getting free stuff. This was only my second day taking calls after the training class ended on Tuesday (and I was off Thursday), and I had a woman from the new company helping me...even SHE couldn't believe this woman. So basically, Ms. Birthday Girl SC EW is now just going to have to wait for her other stuff to arrive by itself (which it probably won't, sounds like a shortship), or just go online or call us again and order it herself...idiot. (My guess is she will call back in bitching and we will eventually somehow figure out a way to appease her, or the stuff she wants will come into stock and we can just send it...as long as I don't have to take the call it's fine by me!)
</bg>Took a call today from a woman who didn't get what she ordered (supplies). She claimed the website didn't work right and she didn't get the one box of what she REALLY wanted...instead she got a whole bunch of boxes of the other kind instead of the 2 on the order (and she claimed she only wanted one of those, too). So here's a woman with at least 4 free boxes of the stuff already. We couldn't figure out what might have happened, and unfortunately the stuff she didn't get is sold out right now. I am empowered to send up to two free boxes with free shipping - though we like to send a coupon first, figuring (a) they may never use it and (b) they might buy something else while they're online anyway. So I explained the item was out of stock and what I was going to do.
Her response? "You mean, you expect ME to do the work? The onus is now on ME to get my stuff? Just send it to me!" I explained again that I would be happy to if it was in stock (we don't do backorders) but it wasn't, so the coupon would be her best bet and I could also set the system up to send her an alert when the item comes back into stock. Nope. "It's my birthday, and I already have a headache enough, I'm done talking about this...just send it to me."
OK...this is the kind of EW I'm used to dealing with at High End Home Store, but the other client's customers tend to be much more easygoing, especially if they're getting free stuff. This was only my second day taking calls after the training class ended on Tuesday (and I was off Thursday), and I had a woman from the new company helping me...even SHE couldn't believe this woman. So basically, Ms. Birthday Girl SC EW is now just going to have to wait for her other stuff to arrive by itself (which it probably won't, sounds like a shortship), or just go online or call us again and order it herself...idiot. (My guess is she will call back in bitching and we will eventually somehow figure out a way to appease her, or the stuff she wants will come into stock and we can just send it...as long as I don't have to take the call it's fine by me!)
it was the between Thanksgiving and Christmas shipment, I had so much crap arriving that I didn't even notice it hadn't arrived] until I got a huge box from them with the coffee maker, 2 mugs, a matching white cannister with coffee scoop, the missing box of coffee and an apology note. I absolutely can not dis Gevalia's customer service - I shot them back a thank you note =) I still have the cannister and mugs, but the coffee maker died about 10 years back after working for about 7 years.
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