Forum Moderators: buckworks
My favourites book with us rooms with very strict cancellation policy (the rate is very low and therefore no cancellations possible, in fact). Of course, they want to cancel 3 days prior to arrival and are so angry they will be charged full price.
They always try to prove that information about strict cancellation policy is hidden or is not shown on the site while it is presented to them at least twice before they book.
So tough to prevent myself from replying in a "sorry, our site is not for idiots. you must be able to read when you use our site" way...
"Yes"
"So will it work with my widget?"
"Er.. yes"
"This other product, it says here it will work with my widget too."
"Yes, as will all other products on that page."
"So this will work with my widget?"
[press hold button and scream]
"Some key points which will have to be included somewhere in the site:"
... and goes on to list 13 different things (including eCom) that weren't discussed AT ALL during the initial consultation.
Folks trying to change the scope of the project after money has changed hands.. Drives me batty.
- - - - - - - - - - - - - - - - - - - - - - -
My own favorite is emails that look something like this.
"I have a new website [ no url included ], how much would it cost to appear on the first page of all of the search engines.
Please send me ya detailed estimate by email.
Thanks JJ"
Senders email is something@yahoo.com
Can I bargain?
--------------------------
I am going to buy two widgets from your site. As you will pack it together, I will pay shipping for only one.
----------------------------
You promised delivery in 3-4 days, today is the third day , and I have not received my consignment.
( I promised dispatch within 3-4 days , lady and two of the days you mention are saturday and sunday)
"Please ring the doorbell, there is a thief in the area."
!-!-!
I gets even funnier because we are on the west coast, they are on the east. :-)
However, I responded by adding signature confirmation to the ordering process. Whatever . . . :-)
2. Dear Company,
I purchased a cheap plastic item from you for £1.50 6 months ago and it is broken - please send me a replacement or refund.
3. Dear retail Company,
Please could you send me some free samples?
(grrr)
4. Dear Company,
I can buy the same item for half the price elsewhere.
My own fav from several years ago.
'Ive checked with the royal mails tracking system and it says the item is in their Chelmsford depot, what are you going to do about it?'
This lady did indeed email and thank me when the order turned up even though it was still showing as in Chelmsford, she ordered a s econd one, however she did a charge back for both items.
Thanks.
[edited by: Essex_boy at 8:35 pm (utc) on Feb. 21, 2007]
Typical day for me:
Cutomer 1: Do you accept credit cards
Me: Please see the F.A.Q. page for all payment methods
Customer 2: Do you dispatch at weekends?
Me: Please see our F.A.Q page and most other pages for dispatch times
Customer 3: Can I pay by cheque?
Me: Please see the F.A.Q. page for all payment methods
Customer: What are your postage charges?
Me: Please see the F.A.Q. page and most other pages for details
Customer: Will you deliver to *insert* country:
Me: Please see the F.A.Q. page for details
Customer: Which widget do you recommend?
Me: Please see our F.A.Q. for our recommendations
This list really does go on and on and on and on.
Maybe 1 or 2 emails or phonecalls a week isn't answered on the F.A.Q. page. Drives me nuts!
Maybe they are just lonely, and need to call somebody.
Turns out they had ordered from a completely different company
Yes, that happens to us often. What's worse, when we tactfully point this out to the customer, it's our fault!
My Experience is that customers never read FAQ pages, or some days it feels that way.
Possibly true but I generally mail a store before purchasing something from them for the first time. I bet most of the answers are covered in the FAQs but I like to check their customer care.
