Did you see this thread of emails? I bet with the success of this
ad campaign this dude will pick up many more clients.
It seems weird to me that Forbes is in on this one.
It's a no-brainer. You treat your customers well, otherwise they find someone else to buy from. This goes double for gamers; there's no rage like nerd rage.
I dunno. I'm getting more of a "you s~#$ in the wrong dude's cereal" from this than anything else, but then again, I don't work in sales. If I were him, and knowing my temperament, i wouldn't have done my friend the favor of handling customers in that capacity at all.
Then again the only link that is working for me is the Forbes one, I'll check the other later.
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wow ... just wow. It's just mind-numbing that someone could kick out official company CS correspondence and not expect to have have any negative repercussions. And to make the statement that:
You can’t judge a person by what they write – it’s the same thing as if you get a text (…) meant to be a joke, and you take it a certain way because you can’t read emotions with words.
is just mind blowing when one reads the content of the e-mail exchange.
I wonder if this guy was manic at the time of the exchange... I mean, he obviously knew something about customer relations, and then he f&@@ed up this badly? If so, being bipolar would not be a bad explanation.
I think he is a street hustler who got lucky and scored some accounts, an arrogant M@sshole (of which I am well acquainted), and someone drunk on their own success. He thought he could take out a customer like that, he obviously has never worked a job dealing with customers in his life. I was shocked at the callous arrogance he tossed at 'Dave'. His whole 'I'm the connected dude, you are just a little pos, I know everyone from the janitor at the convention center to the mayor of Boston.' is typical blowharderie. AND IT WAS ALL SET DOWN IN EMAILS!
I mean, anyone with the slightest notion of how the Internet works should have known better than to say things like that in preservable media. Then, to be a market rep for a gaming-related company and to go toe to toe with Gabe? And not know who he was? And later whine in interviews that he didn't know, and that Gabe should have told him? Ever heard of Google? Gabe even encouraged him to Google his name.
I'd never buy anything this jackhole represents. Ever.
On a more humorous note or perhaps ... this
Agreed. You don't need to be a trained customer service rep to know not to say the things he said. If I said those things to a customer, I'd lose my job, too, and I don't think I would get an interview with Forbes about it.
What really blows my mind is the customer WASN'T being rude, much less actually there in the guy's face IRL, so he couldn't sit back, relax, and handle the problem calmly? With an email?
The only thing I can think is maybe he was on the representative end of a botched shipment that he didn't have anything to do with, but nonetheless had to answer the SAME. F%+!ING. QUESTION. 1,000 TIMES. and then. get. another. 1,000. F!$#YOUI'MNEVERBUYINGANYTHINGFROMYOUM**$$!#!+*@*SAGAIN!!!NOW GIVE ME MY MONEY BACK! NOW! NOW, M#&%#+++%!&%, NOW!!! emails.
And HE was driven to that point.
And the rest of the douchebags who actually had more to do with the problem but left his ass hanging in the breeze get to sit back and say, "Oh. HE'S got a personality problem. Yeah, we fired him. Whole thing's dealt with," but nobody seems to have their game controller, just some dude who had too much s&+~ dumped on his head got fired, so everybody's a#~~@#* karma is leveled.
So always remember kids.......keep your head, stay emotionally detached, and if you have 1000 b+$&@y emails to answer, well at least it's job security. Just have your story together on why you didn't get anything actually accomplished that week.......1000 b@#~%y emails shoule cover that.
I am with Sissyl on this one. It's just too strange. He had to have known he was creating a paper trail with those exchanges. Moreover, why penny Arcade and not the bbb? And why didn't he just demand his money back? And why did things get involved to the con level? Maybe I've been living in Brooklyn too long or not long enough on the Internet, but I'm sending a funky snow job /publicity stunt /someone got manic.
Agreed. You don't need to be a trained customer service rep to know not to say the things he said. If I said those things to a customer, I'd lose my job, too, and I don't think I would get an interview with Forbes about it.What really blows my mind is the customer WASN'T being rude, much less actually there in the guy's face IRL, so he couldn't sit back, relax, and handle the problem calmly? With an email?
The only thing I can think is maybe he was on the representative end of a botched shipment that he didn't have anything to do with, but nonetheless had to answer the SAME. F~~%ING. QUESTION. 1,000 TIMES. and then. get. another. 1,000. F$&*YOUI'MNEVERBUYINGANYTHINGFROMYOUM%%%%&!$#$!&SAGAIN!!!NOW GIVE ME MY MONEY BACK! NOW! NOW, M#&#~++@$!##, NOW!!! emails.
And HE was driven to that point.
And the rest of the douchebags who actually had more to do with the problem but left his ass hanging in the breeze get to sit back and say, "Oh. HE'S got a personality problem. Yeah, we fired him. Whole thing's dealt with," but nobody seems to have their game controller, just some dude who had too much s#+~ dumped on his head got fired, so everybody's a**!#!+ karma is leveled.
So always remember kids.......keep your head, stay emotionally detached, and if you have 1000 b***&y emails to answer, well at least it's job security. Just have your story together on why you didn't get anything actually accomplished that week.......1000 b&@*!y emails shoule cover that.
If I was in the situation where I was answering 1,000 angry emails I would ,
A) Craft a boilerplate response like, 'I am very sorry, but due to circumstances in production beyond our control, we are going to be unable to meet our promised deadline. As an apology, we are giving our pre-order customers a $10 credit on their purchase, which they can either take as a refund or for store credit towards any of our other products. Thank you for your pre-order and once again we apologize for the delay'
B) CTRL+A, CTRL+C, then CTRL+V as many times as you have emails.
C) Sit back and count your fat sales commissions.
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'I am very sorry, but due to circumstances in production beyond our control, we are going to be unable to meet our promised deadline. As an apology, we are giving our pre-order customers a $10 credit on their purchase, which they can either take as a refund or for store credit towards any of our other products. Thank you for your pre-order and once again we apologize for the delay'
Reply:
Yeah. Nice form letter, dude. I'd like to talk to an actual human being, so if you know one, let them know.
I WANT MY MONEY!!! I WANT MY CONTROLLER!!! NOW, M@$%##!%$+@*!!! NOW! NOW! NOW! rinse/repeat ad nauseum
(I'm just sayin')
Now,....I'll "call China," to see if I can get some answers
Ocean Marketing: "Hi, uh....guys, we're not making Christmas with these controllers. Any idea when, so I can tell people?"
China: (says something to somebody in Cantonese) then
"Uh,......yes.....cotroller.....yes......controller late....yes...."
Ocean Marketing: "Yeah, it's late. I'm trying to find out when it's going to get here, so I can tell people."
China: (laughing, saying something to somebody in Cantonese) then
"uh, excuse me,...." (says a bunch more stuff to somebody in Cantonese. Somebody replies shrilly in Cantonese. Says more stuff in Cantonese. Laughing.)
"uh, yes........controller......it will be late......"
(more yelling in Canonese) rinse and repeat ad nauseum.
Go answer more emails with a form statement that will piss off roughly 15-25% of the peoplie being replied to, because the laid back people who haven't gotten their controller wouldn't be emailing about it yet; they're laid back.
'I am very sorry, but due to circumstances in production beyond our control, we are going to be unable to meet our promised deadline. As an apology, we are giving our pre-order customers a $10 credit on their purchase, which they can either take as a refund or for store credit towards any of our other products. Thank you for your pre-order and once again we apologize for the delay'
Reply:
Yeah. Nice form letter, dude. I'd like to talk to an actual human being, so if you know one, let them know.I WANT MY MONEY!!! I WANT MY CONTROLLER!!! NOW, M~!*!~#%+*#!!!! NOW! NOW! NOW! rinse/repeat ad nauseum
(I'm just sayin')
Lol in CS, you nevah lettim see you sweat. They got the answer, any b@~~$ing further is easily remedied by not replying, or crafting more boilerplate saying if they are not happy they can apply for a total refund. Sometimes it is all you can do with pissed off customers: kill them with kindness
. At least he didn't have food Nazis in his face telling him that he was encouraging obesity by having muffins for sale. =\. Emails don't scowl at you with beady eyes and breathe hummus and watercress fumes on you. (just saying)
lol I added a "call to China" to it.
Now, let's call the guys at AvengerCorp. They're in Seattle, so they talk good English.
Oh. Wait. They got one of those jobs where the whole f+!@ing place shuts down for two weeks for Holiday Season Break.
'I am very sorry, but due to circumstances in production beyond our control, we are going to be unable to meet our promised deadline. As an apology, we are giving our pre-order customers a $10 credit on their purchase, which they can either take as a refund or for store credit towards any of our other products. Thank you for your pre-order and once again we apologize for the delay'
Reply:
Yeah. Nice form letter, dude. I'd like to talk to an actual human being, so if you know one, let them know.I WANT MY MONEY!!! I WANT MY CONTROLLER!!! NOW, M~!*!~#%+*#!!!! NOW! NOW! NOW! rinse/repeat ad nauseum
(I'm just sayin')
Lol in CS, you nevah lettim see you sweat. They got the answer, any b+*&%ing further is easily remedied by not replying, or crafting more boilerplate saying if they are not happy they can apply for a total refund. Sometimes it is all you can do with pissed off customers: kill them with kindness
. At least he didn't have food Nazis in his face telling him that he was encouraging obesity by having muffins for sale. =\. Emails don't scowl at you with beady eyes and breathe hummus and watercress fumes on you. (just saying)
Yeah, I dig that; I just think the guy had a s%%+storm dumped on him, he's trapped in a world he never made, and
It always pisses me off when there's a douchy problem that doesn't actually get fixed, just some dude gets fired so everybody's a*%~#@~ karma is leveled.
It's the modern day equivalent of human sacrifice. Just being unemployed kills you so slowly that it doesn't even seem like you're being killed.
Chopping out the heart Aztec style......you can't miss that.
lol I added a "call to China" to it.
Now, let's call the guys at AvengerCorp. They're in Seattle, so they talk good English.
Oh. Wait. They got one of those jobs where the whole f*&%ing place shuts down for two weeks for Holiday Season Break.
Oh yah, sometimes there is no happy answer. My answer to food Nazis is 'to point out the several low-calorie options. It's not that this guy wasn't in a bad spot, but this happens in business ALL THE TIME. Few people wedge their Size 14EEs this far down their gullet. And reading his non-apology apolgies, I still think he is a royal s&$@
I think he just hit his point, man.
I'm thinking, though, idle speculation, without more firsthand knowledge, is moot.
I just kinda hate threads that go "oh. I would've never done all that. He's obviously a douche. I would've f#@~ing sailed over this Mount Everest in my magical customer service hange glider." ad nauseum. rinse and repeat.
[edit]
;). I think I sound less like an a&%+!$# if I add a ";)" to the post.
I'm thinking, though, idle speculation, without more firsthand knowledge, is moot.
I just kinda hate threads that go "oh. I would've never done all that. He's obviously a douche. I would've f!$!ing sailed over this Mount Everest in my magical customer service hange glider." ad nauseum. rinse and repeat.
[edit]
;). I think I sound less like an a%~!+&& if I add a ";)" to the post.
/agree. I just dislike people who crap on their customers like that. having a bad day doesn't excuse it IMO. But, it is MO, YMMV ;)
If I was in the situation where I was answering 1,000 angry emails I would ,A) Craft a boilerplate response like, 'I am very sorry, but due to circumstances in production beyond our control, we are going to be unable to meet our promised deadline. As an apology, we are giving our pre-order customers a $10 credit on their purchase, which they can either take as a refund or for store credit towards any of our other products. Thank you for your pre-order...
Always and only store credit... only store credit.
^ Good point