double charge VS Naggers
Posted: Sep 20th 2002, 8:02 am
A lot of comments came from my use of the term "naggers" when I said there were only 20 to 30 of them.
It is true...
But let me refine the term.
A person who got a double charge is not a nagger. It's just a customer victim of an error.
A person who called several times or e-mailed several times is not a nagger either. it is just someone who takes care of it's affairs.
A nagger is someone who, after having been double charged, WILL NOT LET THE ISSUE REST !
I was double charged myself. I called AU a least 5 times regarding that, because it took more time than they said to get my refund.
Once I got it, I stopped complaining.
Now, if it was true that there was so many people who got double-charged AND DIDN'T GET A REFUND, why is there only 20 to 30 people out of 4000 that are complaining that much ?
And since guest posting was allowed, we don't even know how many people there were actually.
What I am saying is there are different type of customers :
1 - Those that didn't get double-billed : the VAST majority
2 - Those who got double-billed, got refunded and let it rest
3 - Those who got double billed and weren't refunded yet, but are waiting silently rather than yelling
4 - Those who got double billed and didn't know ( they will be refunded when the DVD ships ). We don't hear about them.
5 - Those who got double billed and weren't refunded yet and are yelling because it is taking too much time.
That last categorie includes two types of people :
1 - Those who did what was necessary ( e-mail AU, e-mail Jason, use the form, etc... ).
2 - Those who didn't anything other than post as guest and yell to everyone there is a problem and that AU doesn't respond.
That last case is joined by a few who did get refunded but pretend they didn't or refuse to let bygones be bygones.
These are the naggers, and they are less then 1% of the numbers orders !
I won't defend AU over the double charge problem : whatever they might say, it is still a problem.
However, if they are that much unresponsive, why do they ALWAYS answer the phone when I call ??? Why did they attempt to fix all my problems ( and I had more than a few ) as soon as I called ?
They customer service isn't bad, they are just overwhelmed. Like many companies when they get a bid selling product.
They do what they can, and 99% of the time, it is enough.
But like Jason said several times when someone flamed him on the board : If you don't e-mail him, He can't fix the problem ! It is often impossible to match a board id to an order.
It is true...
But let me refine the term.
A person who got a double charge is not a nagger. It's just a customer victim of an error.
A person who called several times or e-mailed several times is not a nagger either. it is just someone who takes care of it's affairs.
A nagger is someone who, after having been double charged, WILL NOT LET THE ISSUE REST !
I was double charged myself. I called AU a least 5 times regarding that, because it took more time than they said to get my refund.
Once I got it, I stopped complaining.
Now, if it was true that there was so many people who got double-charged AND DIDN'T GET A REFUND, why is there only 20 to 30 people out of 4000 that are complaining that much ?
And since guest posting was allowed, we don't even know how many people there were actually.
What I am saying is there are different type of customers :
1 - Those that didn't get double-billed : the VAST majority
2 - Those who got double-billed, got refunded and let it rest
3 - Those who got double billed and weren't refunded yet, but are waiting silently rather than yelling
4 - Those who got double billed and didn't know ( they will be refunded when the DVD ships ). We don't hear about them.
5 - Those who got double billed and weren't refunded yet and are yelling because it is taking too much time.
That last categorie includes two types of people :
1 - Those who did what was necessary ( e-mail AU, e-mail Jason, use the form, etc... ).
2 - Those who didn't anything other than post as guest and yell to everyone there is a problem and that AU doesn't respond.
That last case is joined by a few who did get refunded but pretend they didn't or refuse to let bygones be bygones.
These are the naggers, and they are less then 1% of the numbers orders !
I won't defend AU over the double charge problem : whatever they might say, it is still a problem.
However, if they are that much unresponsive, why do they ALWAYS answer the phone when I call ??? Why did they attempt to fix all my problems ( and I had more than a few ) as soon as I called ?
They customer service isn't bad, they are just overwhelmed. Like many companies when they get a bid selling product.
They do what they can, and 99% of the time, it is enough.
But like Jason said several times when someone flamed him on the board : If you don't e-mail him, He can't fix the problem ! It is often impossible to match a board id to an order.