Best Call Ever!

[q-bomb79.livejournal.com]

At least for me. I am tech support, and this isn't really a tech call save for it had to do with finding something on the website, but still entertaining none-the-less.


So I work for a shipping company's website tech support. I receive a call yesterday from a customer who was transferred to tech support by customer service.

The customer had initially called in to complain/get a refund for her shipment because it didn't make it to it's destination before Christmas even though she sent it next day air (ie it got caught up in a Colorado snow storm).

Now our website had a disclaimer on it that stated during the holiday shipping season the company will make every effort to deliver packages during normal Scheduled delivery times, but in no way will they issue a guarentee because of the amount of packages that will be moving through our stations, and added weather to boot.

Customer get's onto the line and demands (not asks) me to show her exactly where on the website this was listed.

Now normally my calls are to show someone how to use the website, what errors mean, etc. I rarely deal with the terms and conditions so it takes me a little bit to find it. I do find it and read verbatim the place in our terms and conditions that stated where she was in the wrong and there would be no refund for her.

She starts in on me: "It took you 4 minutes to find that...and you guys expect your customers to just know it???"

Me: "Ma'am this is part of our regular Terms and Conditions, of which customers are required to physically click the 'accept' link when they first create their login id and you cannot create a label without accepting the shipping contract in which these Terms and Conditions are listed. We assume that our customers read the Contract that they are accepting before they start shipping with us."

She hung up on me.

*big cheezy grin*

Comments

[ex-deliveryboy.livejournal.com]

That happens just about daily for us.

[forge.livejournal.com]

Sounds awfully familiar. For us, it's reminding customers that they have a contract with us and can only be released for specific reasons.

"I never accepted that!"

"Actually ma'am, you did in order to sign up. If you like I can easily fax a copy over, those specific terms highlighted for you..."


Oddly, they never want to see it when you offer it to them.

[adriannevandal.livejournal.com]

See... this is why we recommend that the people in my CS department read and get familiar with the TOS... Because it's our friend.