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How NOT to treat prospects!

by seasoned
2 replies
Some IDIOTS at DIGITAL RIVER(Who also runs SWREG) are at it AGAIN! THIS time, they think I don't know my own address, so they wipe it out and claim I never entered it.

Their FAQ provides NO help, and they only support orders. So I have to LIE, which will mean I should do a chargeback, in order to get support.

THEN, they have the AUDACITY to send THIS:

Greetings SWREG Customer,



We wanted to let you know we are having difficulty processing your order. If you have not received your XXXX confirmation email(s), your order has not been completed successfully. We value your business and wish for you to return in order to successfully complete your purchase.
To resolve the issue, please come back to the XXXX portal page and re-select the product you wish to order. You may want to pay special attention to the payment information in your order to confirm it is correct and current - or perhaps use an alternate credit card.

Please disregard this message if you feel it is in error.

Thank you for shopping at XXXX.
Well, I am NOT a customer! I am a PROSPECT! They FORBID me to be a customer, due to their actions! I can't respond to their email. Doing so directs me to their "support" site. Their support site is to help CUSTOMERS! Since I am a prospect, I DON'T QUALIFY!

This may AGAIN cost their customers HUNDREDS of dollars in lost business from ME ALONE!

Steve
#prospects #treat
  • Profile picture of the author Kevin Riley
    That's like Adobe. They lost a $700+ sale with me, because I live in Japan, however, I prefer my software in English. They wouldn't let me register as being in US either, as though it makes a difference where you live when it's being digitally delivered.

    Some of these big companies still don't get Internet.
    Signature
    Kevin Riley, long-time Warrior living in Osaka, Japan

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  • Profile picture of the author seasoned
    Well, I realized that they gave me an order number on my email, wrote them and, after 2 DAYS they wrote back to me and HERE is how it is now:

    My original message was longer, and a bit more informative. My system DOES handle cookies, I have purchased THOUSANDS of dollars worth of stuff on this system, and purchased before and after the swreg fiasco. THEIR site remembers my order, complete with lines, and EVERYTHING but my shipping address line #1! It remembers line 2, state, city, etc.... It is clearly NOT a cookie issue! I ask for specific help and get a delaying tactic and a cheap attempt to tell me how to place an order on the internet!

    So another vendor loses money because a company makes some dumb assumptions, and doesn't have any real support. Oh well, maybe I am better off. Maybe the product is a scam. I didn't like the way digital river handled the refund issue either. I probably just should forget the whole thing.

    You know, I actually worked on an address cleansing project. With a US post office approved product using their algorithms, and data. We STILL saved the original address, and had a cleansing procedure for errors, such as this. Never mind them though, they are only an industry leader and an international company worth over about 26BILLION!

    TYPICAL!

    Steve

    Look, if you don't know what you are doing, GET SOMEONE THAT DOES!!!! I will NOT try a mere delaying tactic. ALL you delay is my paying you money, what do you get out of that!?!?!?

    On Fri, Apr 30, 2010 at 12:11 PM, SWREG Info <info@swreg.org> wrote:
    > Dear Stephen xxxxxxx,
    >
    > Thank you for contacting SWREG.
    >
    > We apologize for the inconvenience.
    >
    > This may be due to your browser not accepting cookies. Please check to
    > make sure that your browser will accept cookies. Browser must be set to
    > accept cookies.
    >
    > Then please try to place a new order.
    >
    > To attempt a new order, start by going to the vendors website.
    >
    > - Add the product(s) you wish to purchase to the shopping cart. If
    > you are attempting to place an order from a promotional offer, please
    > use the link provided by that offer. If the incorrect pricing appears,
    > empty your shopping cart and try again.
    >
    > - Once all items you wish to purchase are in the shopping cart,
    > proceed to the checkout.
    >
    > We recommend when placing an order that you enter your billing
    > information exactly as it appears on your credit card billing statement.
    > If your middle initial appears on your credit card, please include it.
    >
    >
    >
    > Sincerely,
    > Aliza V.
    > SWREG
    > Customer Service
    > Email ID: 14822435
    >
    > Original Message Follows:
    > ------------------------
    > OK, your system says that I haven't entered my address:
    >
    > xxx South Ave #xxx
    >
    > I DID enter the address! Until this is rectified, I can't be a customer
    > of ANY site, associated with you. wanting to deliver anything to me!
    >
    > Steve
    >
    >
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