Strange Customer Service Scenario. Am I an A-hole?

Zomby Woof wrote: Same here

4cylndrfury wrote: smh

Never heard of this

Sarah Michelle Hellar.

I don't know the relevance either, but just think of Buffy the Vampire Slayer and stop worrying about stuff too much.

Ooh, love me some Buffy.

4cylndrfury wrote: This is the equivalent to responding to a mention of a pop culture happening with the ubiquitous "never heard of them" response.

Did I do this? It sounds like something I would say, but I don't remember it.

Did I ever tell you how much I hate the word ubiquitous? I feel like it's something you see everywhere

Shaking my head

So as with most things, when looked at objectively the blame doesn't lie squarely on one party

While I understand being upset at the response maybe you should be evaluating whether you should order at this time before hitting submit order.

moparman76_69 wrote: So as with most things, when looked at objectively the blame doesn't lie squarely on one party While I understand being upset at the response maybe you should be evaluating whether you should order at this time before hitting submit order.

There is that. Theres also the possibility of some catastrophic event happening between the night and the am. All we know is, op ordered. Op cancelled. Terry did Terry. Op not amused. Terry less amused. Thems the facts.

Nick (LUCAS) Comstock wrote: Shaking my head

I am too

Knurled wrote:

Zomby Woof wrote: Same here

4cylndrfury wrote: smh

Never heard of this

Sarah Michelle Hellar. I don't know the relevance either, but just think of Buffy the Vampire Slayer and stop worrying about stuff too much.

When you see him appear, it's the same effect as a "Hitler" post...all downhill from there.

Y'all postin in a PHELLER thread agai.....oh never mind.

WOW Really Paul? wrote: Y'all postin in a PHELLER thread agai.....oh never mind.

Who all did we lose in that war, anyhow?

Lof8 wrote: The following morning, someone from the company called and said "we're a small company. we'll refund your money, but you are banned for life from making any future purchases." He didn't offer any kind of explanation other than they're a "small company". 5 minutes later, the company owner responds to my previous night's email with the Star Trek face-palm meme and tells me to never contact his company again.

Fair wrote: So I told my crew here that the whiny guy posting about his random accidental shock order here - his money is no good at Vorshlag. ... He got miffed, sent me a snarky email about how terrible our customer service is, and I told him to never contact us again. And included a Picard Facepalm.

So did you send them a snarky email after someone from the company called you, told you they would refund your order with no restocking fee and told you they would no longer take orders from you? Or is the snarky email you sent actually not snarky at all?

My intent with this thread was not to slam Vorshlag. I wanted to understand why I got the reaction I did. But the slamming seems to have happened on its own.

Here's the sequence:

1) I got a call from Vorshlag telling me the order was cancelled and I was banned.

2) Terry sent me a Picard face palm

3). I responded to Terry's correspondence with the "snarky" email below.

I get that my cancellation was frustrating. im sorry to be an annoying customer. Let's move on.

In reply to Lof8:

Every once in a while a thread becomes sentient, self aware. You can't control it any more. Its best to just let it go back to sleep on it's own.

Knurled wrote:

Zomby Woof wrote: Same here

4cylndrfury wrote: smh

Never heard of this

Sarah Michelle Hellar. I don't know the relevance either, but just think of Buffy the Vampire Slayer and stop worrying about stuff too much.

Shaking My Head

wbjones wrote:

Knurled wrote:

Zomby Woof wrote: Same here

4cylndrfury wrote: smh

Never heard of this

Sarah Michelle Hellar. I don't know the relevance either, but just think of Buffy the Vampire Slayer and stop worrying about stuff too much.

Shaking My Head

I never knew that! I got the jist of it but never knew what smh stood for! And it's not because I'm to cool for pop culture references. I'm just old.

Sorry, I thought we were talking about Buffy. (I like to comment in all the BVS threads.)

Appleseed wrote: In reply to Lof8: Every once in a while a thread becomes sentient, self aware. You can't control it any more. Its best to just let it go back to sleep on it's own.

It's not even about Lof8 any more. It's grown beyond him.

spin_out wrote: Sorry, I thought we were talking about Buffy. (I like to comment in all the BVS threads.)

Aww, I remember her. That's what's-her-face. She's cute. She's the only reason I ever watched that show.

bearmtnmartin wrote: I am late to the party but I suspect that guy has a struggling business. If you don't learn how to manage and pass on your overhead, every order that comes in is like a life line. And when a lifeline is pulled away you feel even more desperate and take it personally. Done correctly, you can put a cost to cancelled orders, average it out over total sales volume and incorporate the cost into future sales. It is not like competing businesses do not deal with the same thing. People are fickle. And if you develop better ways of minimizing cancelled orders(like some of his competitors I suspect)then you have a competitive advantage. I should say that I know how this works through long and bitter experience running my own business.

I'm thinking some changes to inventory management could also make cancellations a bit less of a headache. It would cost more up front to carry more inventory, but if a single canceled order means several lost hours of productivity, this could be money well spent.

Nick (LUCAS) Comstock wrote: Shaking my head

Interesting- for some reason I'd always thought it was 'So Much Hate'.

Look like someone should have PIITB.

Appleseed wrote: Look like someone should have PIITB.

Wait, the Buffy chick, the OP, or the vendor guy? I'm confused, and not all options are palatable

In reply to Ashyukun:

Could be...

Knurled wrote:

Zomby Woof wrote: Same here

4cylndrfury wrote: smh

Never heard of this

Sarah Michelle GELLAR I don't know the relevance either, but just think of Buffy the Vampire Slayer and stop worrying about stuff too much.

fixed that for you

Lof8 wrote: My intent with this thread was not to slam Vorshlag. I wanted to understand why I got the reaction I did. But the slamming seems to have happened on its own. Here's the sequence: 1) I got a call from Vorshlag telling me the order was cancelled and I was banned. 2) Terry sent me a Picard face palm 3). I responded to Terry's correspondence with the "snarky" email below. I get that my cancellation was frustrating. im sorry to be an annoying customer. Let's move on.

I work with Strategy and Operations at one of the BEST companies in the world for customer service. I work with customer service teams weekly. I know how our CSA's are trained, I know the power they have.. I know how to resolve customer issues and turn problems into wonderful solves for customer pain points. I have made a great career out of it.

Vorschlang is unprofessional and is, in my professional opinion, being very foolhardy. The marginal cost to maintain a customer pales in comparison to the cost to acquire new customers. The word of mouth damage is unprecedented in the age of cheap and free social media. They deserve the bad press. They deserve to lose sales. Competitors should see this as a sign of weakness and pounce. Mr. Fair, you messed up. A customer should never have to apologize because of a guilt trip you have induced.

Want to talk more, PM me.