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Had a SC that thought if she bitched and demanded enough, she'd get her way..but she rolled the dice and lost.
Me: Thank you for calling BrainyToys, this is Deevil.
SC: I place an order online and I just got my order...the crystal growing kit was missing the display stands. I paid $15 too much for this item. I could have got it cheaper, but you guys are the only ones that had it with the stands. It was way too expensive, but my child wanted the stands and so I went with the one you guys sell even though it was $15 dollars more than the other places.*
Me: I'm sorry to hear that, and I can certainly put in a request to get those missing display stands sent out.
SC: I want you to send that right away. I spent all that money one those crystals, I could have got it cheaper and then when it arrives it was missing the display things. That's bad customer service.
(No, bad customer service would be telling you, "too bad, so sad..go cry me a river")
Me: I do apologize, was there any other problems with this order?
SC: Yeah, the catalog said that I would get a free Best of BrainyToys NogginStumper book with my order, and it wasn't in the box.
Me: I don't see it listed as one of the items, let me check... It appears that the promo code that was entered when the order was placed was not the code from the catalog that will generate that offer. The code you used was a discount on the merchandise total that was either in your email or on our website. Even though you didn't use the code for the NogginStumper book, I can go ahead and send you one out anyhow. (even though it can be purchased for 12.95, we will usually just send one out upon reasonable request as the book is a collection of sample pages from the other logic puzzle/dot to dot/color counts/etc. books we sell)
SC: You better. When will the displays and the book get to me? I need them right away.
Me: I can't say for sure when the displays for the crystals would arrive, I just put the request in and a different department will get them sent out. (though before they restructured how things were done I was the one doing pieces and if it was a part that we had on hand, it would usually get sent out in the mail 1-2 business days after the request was made) The NogginStumper book will be arriving no later than the 24th.
SC: No. I want you to get it to me in two days.
Me: There's a good chance it would arrive sooner, that would be the latest it would arrive.
SC: That's unacceptable.
Me: Would you rather I not send the NogginStumpers out then?
SC: I want you to get it to me in two days. Let me talk to a manager.
Me: Alright, one moment please.
--place SC on hold and dial the extension where G is sitting at the "help desk"--
Me: Hi G, this is Deevil. I have SC on the line, order number XXX. She was missing the BrainyToys exclusive display stands for the crystal kit and did not use the code to get the NogginStumper book. I put in a pieces request for the displays, and told her I could go ahead and send her the book as a courtesy. She is demanding that everything is sent to her in two days and wants to speak to a manager.
G: (as she looks at order) She got a big discount when she placed this order. Oh hell no. Send her over.
I don't know how the conversation went after that, but I had jotted down that order number afterwards and not only was there no NogginStumper being sent, but there was a long comment on account that she got a discount on the order and was not entitled to the book.
*later on I did a search and the only place google shopping had the same kit for more than a couple of dollars less had higher shipping and a 14 day return policy compared to our "any time for any reason" policy.
Me: Thank you for calling BrainyToys, this is Deevil.
SC: I place an order online and I just got my order...the crystal growing kit was missing the display stands. I paid $15 too much for this item. I could have got it cheaper, but you guys are the only ones that had it with the stands. It was way too expensive, but my child wanted the stands and so I went with the one you guys sell even though it was $15 dollars more than the other places.*
Me: I'm sorry to hear that, and I can certainly put in a request to get those missing display stands sent out.
SC: I want you to send that right away. I spent all that money one those crystals, I could have got it cheaper and then when it arrives it was missing the display things. That's bad customer service.
(No, bad customer service would be telling you, "too bad, so sad..go cry me a river")
Me: I do apologize, was there any other problems with this order?
SC: Yeah, the catalog said that I would get a free Best of BrainyToys NogginStumper book with my order, and it wasn't in the box.
Me: I don't see it listed as one of the items, let me check... It appears that the promo code that was entered when the order was placed was not the code from the catalog that will generate that offer. The code you used was a discount on the merchandise total that was either in your email or on our website. Even though you didn't use the code for the NogginStumper book, I can go ahead and send you one out anyhow. (even though it can be purchased for 12.95, we will usually just send one out upon reasonable request as the book is a collection of sample pages from the other logic puzzle/dot to dot/color counts/etc. books we sell)
SC: You better. When will the displays and the book get to me? I need them right away.
Me: I can't say for sure when the displays for the crystals would arrive, I just put the request in and a different department will get them sent out. (though before they restructured how things were done I was the one doing pieces and if it was a part that we had on hand, it would usually get sent out in the mail 1-2 business days after the request was made) The NogginStumper book will be arriving no later than the 24th.
SC: No. I want you to get it to me in two days.
Me: There's a good chance it would arrive sooner, that would be the latest it would arrive.
SC: That's unacceptable.
Me: Would you rather I not send the NogginStumpers out then?
SC: I want you to get it to me in two days. Let me talk to a manager.
Me: Alright, one moment please.
--place SC on hold and dial the extension where G is sitting at the "help desk"--
Me: Hi G, this is Deevil. I have SC on the line, order number XXX. She was missing the BrainyToys exclusive display stands for the crystal kit and did not use the code to get the NogginStumper book. I put in a pieces request for the displays, and told her I could go ahead and send her the book as a courtesy. She is demanding that everything is sent to her in two days and wants to speak to a manager.
G: (as she looks at order) She got a big discount when she placed this order. Oh hell no. Send her over.
I don't know how the conversation went after that, but I had jotted down that order number afterwards and not only was there no NogginStumper being sent, but there was a long comment on account that she got a discount on the order and was not entitled to the book.
*later on I did a search and the only place google shopping had the same kit for more than a couple of dollars less had higher shipping and a 14 day return policy compared to our "any time for any reason" policy.
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