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Ok, a little background. I am the ONLY person that handles any kind of customer service for a online product we have. I handle the billing, tech support, and peon management as one aspect of my position. My title isn't customer related and they've slowly but surely keep adding more to my plate b/c they're too cheap to use the billing providers they used to use and yet still pay for, the extra support was supposed to be temporary and has now been going on for almost a year. Long story short, I'm getting fed up of dealing with the stupids.
I got a call the other day from a sucktard that wanted to contest a charge that showed up on his credit card. No problem, the service auto-renews so that happens a lot. People forget they signed up or their spouse did it and they just want to check on the charge. 9/10 its b/c they never updated a change of email address so they never got the notification that their renewal was coming up. I just refund them and cancel out the account. Takes less then 30 seconds..well usually.
Me: The wonderfully charming person who no longer gives a damn
CS: Captain Sucktastic of the Cheap patrol
(this has been abridged to get to the good parts)
CS: This is Captain.............Captain Sucktastic...............................
(long pause, apparently I am a mindreader)
Me:???? OK
CS:I'd like to contest a charge on my credit card
Me: Ok, no problem. Let me get the email address the account was under
CS: blah blah blah
Me: I'm not showing anything under that can I have your name
CS: I already gave it to you
Me: I understand that but I need you to spell that for me so I can make sure I'm pulling out the right info
CS: Captain Sucktastic
Me: Ok, I'm showing an account under blank blank.com.
CS: That is an old email address. I haven't used that in 2 years.
Me: Well that would explain why you didn't get renewal notices.
CS: Why didn't you warn me?
Me: Well they did, but it appears it went to the old email address. Ok, I've refunded this year's fee and cancelled out the account. Have a great day
CS: How long have I been a member?
Me: You have been with us since April of 2005
CS: I want my money back
Me: Yes I have refunded the charge you should see that on the next statement
CS: You made up an email address, I never got nothing
Me: No, you didn't update your email address and you don't GET anything you are allowed access to online subscription. You have to log on to get to it.
CS: I want my money back from 2005
Me: That is impossible, I can only refunded charges within 90 days
CS: YOU can't be your JUST a customer service rep. I know there is someone who can help me
Me: No, I am the ONLY one who can take care of this. The system doesn't allow me to process charges outside of 90day window
CS: NO!!!!! your just a customer service rep I wannna talk to someone else.
Me: I'm it sir
CS: I want my money back
Me: I refunded you the charge for this year. There is no way to get a refund for a subscription for the past two years. I refunded the 07 charge but I cannot refund the 05 and 06 charge. It is not our responsibility to keep your information current. If you had log in issues, you could have called us and we would have gotten you taken care of.
CS: But that was my old email address and I didn't get nuttin
Me: You have to log in, even if it was an old email address it just works as your log in info
CS: Get someone who can get me my money back. YOUR JUST A CUSTOMER SERVICE REP.
Me (losing temper): NOT going to HAPPEN sir
CS: I know you can't do it, but SOMEONE there can give me my money back. I want my 60 bucks
*This went on for a while before I just was this close to quitting and walking out the door.
Me: Please hold
*at which point i had to collect my thoughts before I told him to suck a fark. He was on hold for maybe 2 minutes and he had hung up when I picked back up. My guess is he was just trying to see how much money he could get out of us. GAH!
I got a call the other day from a sucktard that wanted to contest a charge that showed up on his credit card. No problem, the service auto-renews so that happens a lot. People forget they signed up or their spouse did it and they just want to check on the charge. 9/10 its b/c they never updated a change of email address so they never got the notification that their renewal was coming up. I just refund them and cancel out the account. Takes less then 30 seconds..well usually.
Me: The wonderfully charming person who no longer gives a damn
CS: Captain Sucktastic of the Cheap patrol
(this has been abridged to get to the good parts)
CS: This is Captain.............Captain Sucktastic...............................
(long pause, apparently I am a mindreader)
Me:???? OK
CS:I'd like to contest a charge on my credit card
Me: Ok, no problem. Let me get the email address the account was under
CS: blah blah blah
Me: I'm not showing anything under that can I have your name
CS: I already gave it to you
Me: I understand that but I need you to spell that for me so I can make sure I'm pulling out the right info
CS: Captain Sucktastic
Me: Ok, I'm showing an account under blank blank.com.
CS: That is an old email address. I haven't used that in 2 years.
Me: Well that would explain why you didn't get renewal notices.
CS: Why didn't you warn me?
Me: Well they did, but it appears it went to the old email address. Ok, I've refunded this year's fee and cancelled out the account. Have a great day
CS: How long have I been a member?
Me: You have been with us since April of 2005
CS: I want my money back
Me: Yes I have refunded the charge you should see that on the next statement
CS: You made up an email address, I never got nothing
Me: No, you didn't update your email address and you don't GET anything you are allowed access to online subscription. You have to log on to get to it.
CS: I want my money back from 2005
Me: That is impossible, I can only refunded charges within 90 days
CS: YOU can't be your JUST a customer service rep. I know there is someone who can help me
Me: No, I am the ONLY one who can take care of this. The system doesn't allow me to process charges outside of 90day window
CS: NO!!!!! your just a customer service rep I wannna talk to someone else.
Me: I'm it sir
CS: I want my money back
Me: I refunded you the charge for this year. There is no way to get a refund for a subscription for the past two years. I refunded the 07 charge but I cannot refund the 05 and 06 charge. It is not our responsibility to keep your information current. If you had log in issues, you could have called us and we would have gotten you taken care of.
CS: But that was my old email address and I didn't get nuttin
Me: You have to log in, even if it was an old email address it just works as your log in info
CS: Get someone who can get me my money back. YOUR JUST A CUSTOMER SERVICE REP.
Me (losing temper): NOT going to HAPPEN sir
CS: I know you can't do it, but SOMEONE there can give me my money back. I want my 60 bucks
*This went on for a while before I just was this close to quitting and walking out the door.
Me: Please hold
*at which point i had to collect my thoughts before I told him to suck a fark. He was on hold for maybe 2 minutes and he had hung up when I picked back up. My guess is he was just trying to see how much money he could get out of us. GAH!
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