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So, I got this unfortunate lady, today, who'd gotten an exchange about a week ago, and the unit we sent her was more defective than the one she was sending back. She was, understandably, pretty pissed about the whole state of affairs, and more pissed when I told her that I couldn't waive the deposit (as in, when we get her broken unit, she gets it back) on our swifter shipping method.*
So, I told her to hang on while I checked to see if I could get her faster shipping, at least. Normally, at my level, we have the option to offer two-day air, if we're feeling particularly merciful. So, I load up her exchange, but it's the fast shipping, so the form is already locked down and can't be altered. The unit's going to go out via ground, in the morning.
I get back and tell her that, and let her know I'm really trying to do something to help her out, since we really clearly screwed the pooch on this one -- sending out a busted exchange unit and all... And we talk for a little while while I look to see what the options are, and I list each one to her as I look into them and discover I can't do them -- if she was paying an exchange *fee*, I might have been able to lower it, but it's a no-cost exchange with only a deposit, and if I dick with that, Corporate is going to have my ass on a plate. More even than that, I *can't* dick with that, I could only try for a credit, and I can't credit that much -- besides which, she's getting it back, anyway. I finally click that maybe I could credit her a month's service for the inconvenience, but she bought our product lifetime plan, and that's not going to let me get her a credit -- credits are for people who pay us regularly.
And through all of this she's terribly patient, and finally calms down because she sees I'm trying to do something useful. She tells me she's really glad that I've tried so hard, and that she's really impressed. I apologise again that I can't do anything for her, and she asks if there's anything I can do in advance in case she has another problem.
Finally, something I *can* do. So, I tell her I'm putting in a note, and that if she ever needs another exchange, she's to ask to speak to level two and give the case number from this exchange. In the note I've got that she's getting two day air, regardless of what's going on, and any other concessions the agent she speaks to thinks she does or doesn't deserve.
It was the least I could do for someone whom we'd inadvertently screwed more than once in the course of about ten days. I also gave her the address for Corporate and asked her to write a letter about her experience with this exchange, and to tell them what she'd like to see us able to do, so we can help people better.
She may not have been happy when she finally got off the phone, but she was satisfied that someone had tried, and that made her from a potential screaming loony into a decent specimen of humanity. Some of my faith in humanity has been restored.
*regular shipping is when the customer sends back their unit, and then we send a new one. the fast shipping is when they put in a deposit, and we send out a unit before we receive theirs.
So, I told her to hang on while I checked to see if I could get her faster shipping, at least. Normally, at my level, we have the option to offer two-day air, if we're feeling particularly merciful. So, I load up her exchange, but it's the fast shipping, so the form is already locked down and can't be altered. The unit's going to go out via ground, in the morning.
I get back and tell her that, and let her know I'm really trying to do something to help her out, since we really clearly screwed the pooch on this one -- sending out a busted exchange unit and all... And we talk for a little while while I look to see what the options are, and I list each one to her as I look into them and discover I can't do them -- if she was paying an exchange *fee*, I might have been able to lower it, but it's a no-cost exchange with only a deposit, and if I dick with that, Corporate is going to have my ass on a plate. More even than that, I *can't* dick with that, I could only try for a credit, and I can't credit that much -- besides which, she's getting it back, anyway. I finally click that maybe I could credit her a month's service for the inconvenience, but she bought our product lifetime plan, and that's not going to let me get her a credit -- credits are for people who pay us regularly.
And through all of this she's terribly patient, and finally calms down because she sees I'm trying to do something useful. She tells me she's really glad that I've tried so hard, and that she's really impressed. I apologise again that I can't do anything for her, and she asks if there's anything I can do in advance in case she has another problem.
Finally, something I *can* do. So, I tell her I'm putting in a note, and that if she ever needs another exchange, she's to ask to speak to level two and give the case number from this exchange. In the note I've got that she's getting two day air, regardless of what's going on, and any other concessions the agent she speaks to thinks she does or doesn't deserve.
It was the least I could do for someone whom we'd inadvertently screwed more than once in the course of about ten days. I also gave her the address for Corporate and asked her to write a letter about her experience with this exchange, and to tell them what she'd like to see us able to do, so we can help people better.
She may not have been happy when she finally got off the phone, but she was satisfied that someone had tried, and that made her from a potential screaming loony into a decent specimen of humanity. Some of my faith in humanity has been restored.
*regular shipping is when the customer sends back their unit, and then we send a new one. the fast shipping is when they put in a deposit, and we send out a unit before we receive theirs.