Tuesday, April 13, 2010

sooo frustrated.

What good is online customer support if the employees aren't capable of communicating in written English? I'm not racist but this was STUPID.

I ordered a phone online April 1st, and the shipping was 4-6 days. No phone yet, but the bill was charged to my credit card. I printed off the receipt at the time of purchase, but never received a confirmation email, so the hard copy with the order number is at home. I jumped online to see is customer support could pull up my account for me and check it, but no such luck...
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Rachael: Just wondering if you can help track my order, I forget the tracking number

You are now speaking with Alex of Sales Support.

Alex: Welcome to (name of cell company)
Alex: Sure i can
Alex: If you can help me out with your e-mail address?
Rachael: rhankinson@xxxxxx
Alex: Thank you
Alex: Allow me a moment and i will check that for you
Rachael: sure
Alex: I am afraid to say that we have not revived your order
Rachael: well that's funny, because it was charged to my credit card
Alex: Can you check your e-mail to see if we have send you any mail regarding the order confirmation number
Rachael: i didn't get an email, but i printed off the confirmation when i placed the order.. i just don't have the hard copy on me
Alex: You can loggin to your accout once again and get the order number from there!
Rachael: In order to track my number, I need the order number. Where do I go in my account to find the order number?
Rachael: sorry, i meant "in order to track my phone"
Rachael: i don't know how to find the order number
Rachael: but can't you find that?
Rachael: hello?
Rachael: Did you leave or are you helping me out?
Alex: yes
Alex: Ok
Alex: please help me with your phone number
Rachael: 1 xxx xxx xxxx
Rachael: are you calling me now? because I'm at work and I can't chat
Alex: I will give you a ca[ll
Alex: In an hour
Alex: I will let you know about the status
Alex: And will help you in every possible way
Rachael: I have the hard copy of the print out at home, I'll try that first tonight and if that doesn't work I'll call tomorrow. Thank you for your help
Alex: Oh, that will be great
Alex: We will be waiting for your call

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AAAAUUUUUGGGGGHHHHH

2 comments:

  1. I feel your pain!!! Everytime I need to call Dell, I make Rob do it (he knows computers) & they do not know what he is talking about... ever... it's a good thing they're getting paid for this kind of customer service... haha

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  2. This was online chat too.. like if they can't use the proper words ("revived"?! try "received"!), how are you supposed to get your point across haha

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