04 May, 2007

aarrgh!

Sorry, I just have to vent. I'm so annoyed right now! Some people have no clue - truly.

As part of my job I answer emails from customers. We've had a back and forth couple of emails where a customer was getting a 'no such user' error about an email address. She insisted we were causing the problem in some way, while we were advising her that the email address didn't exist and suggesting she check with the other person or get them to call us to correct their reply-to settings in their email program (since the email address in question was one of ours we were able to confirm the email address definitely didn't exist). Her emails were getting more and more sarcastic and derogatory about our 'support'. Insisting because the other person could send from that address, we were less than useless and she was giving up on our 'so-called help'.

Eventually it came to me to answer and I checked to see if she'd called in at all. Surprise, surprise she had - and had been told she was wrong and the email address in question didn't exist! So, I replied explaining how it was possible (and actually very common) to send from different/wrong email addresses and again suggested she have the other party call in to correct their email settings. My team-mates read my email and basically said I was being too nice to her, considering her previous scathing emails.

So her reply to me?

I gave up on the "[my team name here].

I thought I would try the every day ""I have a problem"" ""Can you help me please"" "General Enquiry" lady.


Guess what????? She solved it in 15seconds!!!!!!!!

Gah! People can be so rude and clueless sometimes. She could have had the problem fixed days ago!

9 comments:

D said...

People hear what they want to hear. It's a no-win situation until it's pointed out to them step by step... and even then, strangely it's apparantly still your fault!

Sussanah said...

My husband calls that a carbon based error. Anyhow, I hate all that US based 'the customer is always right crap' more like the customer has rights (and responsibilities - to not be a fuckwit!)

Zazzy said...

Did you ever read the glurge about - well, I read it as about WordPerfect support - that the user was complaining of a blank screen and the IT person went through all sorts of possibilities and eventually had the woman try to trace the cables to see if they were properly plugged in. The woman told the IT person that she couldn't see whether they were plugged in because they were in a black-out. The IT person supposedly told her to pack the computer back up into the box and take it back to the store and tell them, "I am too f-----g stupid to own a computer."

Oh great One said...

People can be such butt's can't they? When I worked in retail we had to put up with some real jerks. Kudo's to you for being polite though. It shows that you are a much stronger person than she was. It's easy to let anger fly but contolling it is HARD!

monicker said...

Wow, you have some serious self-control. I just might have had to delete her work order to teach her a lesson. Of course, there's a reason I don't deal with customers...

meggie said...

Grrrr. Sometimes you just cant get through to people. It is true, they DO hear only what they want to.
Good for you, for maintaining dignity.

caramaena said...

I should say that while I would like to think I have a measure of self-control, the system we use means all emails and their replies are recorded (along with our logins) and can be viewed by anyone. So being snarky in a reply, whilst very very tempting, is not a good idea. Plus management are pretty strict on what goes into this system since customers can request their customer notes at any time.

Mind you there are some absolute pearlers of answers before things were so strict. Honestly there is one email from many many years ago that I would love to publish here but I'd get in so much trouble if I did. It is just so funny.

sussanah, I love that term! Current favourite term at work at the moment is the old chestnut 'pebcak'.

zazzy - yes I have heard that one. A classic. There are actually quite a few sites that reps can submit of their own. Good for a laugh and for some unknown reason blocked at work...

velcro said...

weirdly we're having problems with my grandfather's email address and Amazon who tell us that it doesn't exist despite having emailed him at it in the past. It wouldn't be so bad but he's got book tokens registered under that he wants to use up.

caramaena said...

velcro - that sounds like a nuisance. Plus I suppose you can't get the error that Amazon must be getting to work out what's going on.