Dear Customer. . part two.

Hello dear customer.

I know it has been awhile since we have talked, but I feel that there is another topic we really need to discuss.  It is one near and dear to my heart.  It involves company policies.  It could be a return policy, a sale policy, a policy regarding lay-a-ways.  Stores have them.  It's what keeps things consistent and fair.  It's what helps keep stores in business.  It is not just about the store though.  You too play an important part in the store policy schema.  

Now I do know that you are busy, dear customer, what with fantasy football and pintrest taking up so much of your day, but I feel I would be remiss if I did not do my small part to help you understand your role.  To makes things easy, and fun I have put together this little flow chart.  Hope it helps.

Click to embiggen

it's beginning to look a lot like christmas.

This latest vaguely patronizing email really sums up exactly why I always try to shop local, unfortunately there is no great locally made e-reader, or any locally made e-reader for that matter.  

Dear Miss Charlie,

We have received your email and very sorry to know that you have not
located the $25 eGift Card which was sent to you as part of the NOOK
MasterCard Promotional Offer.  Please note that we have canceled the
original $25 eGift Card and sent you a replacement eGift Card which you
should receive shortly. 

Sincerely,

Shahida
Customer Service Support
Barnes & Noble



To which I, in a bit of a temper, wrote back. . .

I did receive the 'replacement' card, as for the missing first card, I could not have located it because it was never received, and your tone which clearly implies that I am to blame for this issue is not appreciated.  Having a top rated e-reader does not give your company carte blanche to disregard the concept of customer service.  During the ridiculous process, which has taken over a month and several emails and phone calls to resolve, I have encountered three customer service reps who were shocked that the gift card was meant to be a gift, and couldn't understand why I could not give it after Christmas.  I have spent 20 minutes with a rep who insisted that the card was not supposed to be sent until Jan. 3rd.  He was equally adamant that I had somehow been informed of this during the purchasing process, although he could find not record on his end that those terms had ever been outlined.  I have received several emails implying that my inability to use firewalls or check my spam folder are somehow to blame for the missing card.

At no time did anyone even conceive that my card could have simply slip through the cracks of technology, nor did anyone seem even remotely sorry that this issue had arose.  While I in no way hold anyone I communicated with solely responsible for this issue, I do hold them responsible for the level of customer service they provided.  In this case, it was null.  Please remember, customers are not an inconvenience, we are the reason you have a job, and as your job title indicates that you are a member of customer service support, you should offer some, instead of your condescension.

-Miss Charlie

I should point out that the Nook is an AWESOME e-reader and that the peeps who staff my local Barnes and Noble are infinitely less sucky.

*edit*

Evidently Barnes and Noble was not content with the level of customer service they provided, becasue today I received this email:

Dear Miss Charlie,

Thank you for your inquiry regarding order #280851590.

We reviewed your order and we are pleased to inform you that the $25
eGift Card will be emailed to the account that purchases the device, on
or before December 29, 2011 for the purchase of Nook.

We apologize for the incontinence occurred to you.

We look forward to your next visit.




Which after a good chuckle and few face palms, was answered as follows:

Did you read the part where I said I finally received a card and just ignore it, or am I now getting automated responses?  Regardless, I have a card now, I have printed it and will be giving it as a gift on the 25th, which is when you give gifts, not on or before the 29th.  Do not cancel it, do not send out any new cards, unless you just feel like giving me extra cards as a way of apologizing for your general lack of regard for me as a customer. 

As for incontinence, that has not been an issue during this process, although I have been given a bit of a headache and a bad taste in my mouth.

- Miss Charlie

re-reading your blog can make you realize you actually are growing

It is amazing what can happen in a year.  Which is just about when i wrote this.  Ok, so my crazy detail oriented mind won't let this go without acknowledging that it was actually almost 14 months ago.  Which really ruins the dramatic effect and makes the whole thing far to wordy.

Not the point.  I never stay on point though. . my counselor says I have ADHD, which I'm sure I do, but I'm not really interesting in doing anything about it at this point.  Instead let's revisit my concerns of a year (14 months) ago.

i have a small two bedroom house, which i don't want to leave.  Check you later little house.  You are walls and a roof and no matter how much I like you, there will be a house that fits my family better, another house to make memories of and grow into.

i work so much. Ok, this one still unnerves me some, but we will make it work.  I will get more staff if I can afford it and I will simplify the business as much as I can.

our quality of life would change. We will adapt.  It's true there will be another person to provide for but we will be fine.

baby sitters would be harder to find.  Girl child goes to sleepovers now and gets invited to peoples houses all the time.  She is a six year old social butterfly.  So with some planning we can get a sitter for baby child at the same times, or take baby child with us.  No biggie.

the age difference would be so great between them.  I do fell twinges of sadness for that sometimes, but really, it is outweighed by the joy of sharing the experience with her, and in knowing that each child will go through baby and toddlerhood without having to fight for attention.  Plus girl child is so sweet and loving to baby child, rubs my belly. . talks in a secret language to her/him.  I wouldn't change it at all.

life is so easy now.  Yes.  But a little too empty.

i don't want to go through those kind of changes again. I am still not looking forward to the wear and tear on an already slightly older model body, but when you see the little fuzzy blur of movement that is a sonogram, your heart fills so full that you know it won't matter.

i didn't want sex for almost 2 years after wards but i did it anyway which meant 2 years of awkward sex. Maybe if I am really good I will work out a bit and actually not hate my body.  Maybe postpartum won't be so bad.  Either way we will get through it.  At least I will have something to discuss in therapy.

i am not that patient. No, I am not, but love helps you learn.  Even if I never become the calm unflappable mom of my dreams, I have six years of proof that says a little cranky every so often can still lend itself to raising kind compassionate wonderful human beings.

another dinner to make, bath to get, cold to nurse, teeth to brush, questions to answer, voice to listen to. All of those things sound so much better than they did.  Perspective is a funny thing. 

it took so long and so many people to get baby girl, i don't know if how much my reasons for saying no have to do with not wanting to go through all that again.  the blood work, the indignity, the disappointment.  the being made to feel like less of a woman.  Turns out I was right.  I have little fear, little worry, little anything but a big peaceful feeling that this is right and that it was time for this baby.

Well. . . unless the hormones are running wild, but I don't count those times.