I'm SHOCKED. Please, don't treat your customers like this...

by 61 replies
75
Having worked in customer services for more years than I care to remember, and obviously providing first class customer service to my customers in my current IM business, I really cannot tolerate bad customer service...

...but what I've just encountered is truly shocking.

I bought a product on Amazon.

It arrived, and not only was it a different model, but also, it didn't work at all (tested properly too, so it wasn't a user error.)

I emailed them and asked how I could return it.

They emailed back saying I'll have to pay for postage (preferably recorded, because otherwise they cannot guarantee they'll get the item back - lol)

So, being a bit annoyed over all this, I write my Amazon review.

I said "The wrong product arrived, and worse still, it didn't work! The company expect me to pay for the item to be returned, I would avoid."

That's a paraphrased review, but more or less what I said.

Now get this:

They then email me from their "legal department" and say:

Can you believe that? What would you do next? Would you ignore them? Did I do anything wrong?

I don't think so. I guess they are just pissed because they got a bad review. HA! Does a bad review constitute libel?

Do you think this is a smart way to get a good name for your self?

When I see the customer service of fellow marketers, it's easy to forget how bad it could be in the "real world."
#main internet marketing discussion forum #customers #shocked #treat
  • Say you look forward to hearing from there solicitors
    • [1] reply
    • haha , yeah that was part of my reply. Can't wait to see them waste their money on this.
      • [2] replies
  • Nick,

    I'd be real tempted to post their response back in the same review section along with a question as to why they think the response they gave you was appropriate.

    If you make that idiotic response a matter of record you will only be putting their own words where those words belong.

    ~Bill
    • [ 7 ] Thanks
    • [1] reply
    • .... and I would archive that email you got from them so they can NOT deny they sent it.

      Tony
  • If they were going to do anything legally you would have heard from their solicitors not them.

    Large companies will use legal bullying. I had a website once that mentioned a certain celebrity - in a list of people who worked in radio before becoming famous in another field. A couple of days later I was emailed by his legal team demanding I remove all references to him from the website.

    A large supermarket chain in the UK has also been known to send out cease and desist letters from their legal team to any website making any claims they don't like.

    They all know that they don't actually have a case but they can hassle you with continual threats. For most website owners it isn't worth the hassle and they just take the stuff down.

    In your case, the site owners look like they're just talking out their ar$e$
    • [1] reply
    • Sounds like scare tactics. I reckon most of the time it would work and people would pull their reviews - hold strong!. Actually getting hit for libel is so rare because it's ridiculously hard to prove that a given action or statement or whatever actually resulted in monetary loss.

      The most annoying thing would be repeatedly receiving their emails. Just add a spam rule
      • [ 1 ] Thanks

  • Seems like a lame scare tactic to me, I would have done the same exact thing if I were in your position.
  • Dear Company Name,

    Thank you for keeping copies of all correspondence. I have been keeping everything, too and was concerned what would happen if it was accidentally erased. I will now be able to rest easy.

    I appreciate your attention to this matter. However, had you paid attention when shipping the item, I'm sure I would have received the proper model, and one that works.

    Your soicitors get my highest praise. After all, they must have a very difficult job keeping up with all of your disgruntled customers.

    Sincerely yours,
    Nick Brighton
    • [ 6 ] Thanks
    • [2] replies
    • Well said Michael...well said!! A professional response so he (Nick) doesn't have to lower himself to their standards while simultaneously calling their bluff (if it is one).

      Respectfully,
      Tim
      • [ 2 ] Thanks
      • [1] reply

    • Brilliant!

      Businesses and at time individuals love to throw around threats of legal action when you have not done anything wrong to intimidate you into retracting comments or otherwise taking an action that they want.

      My response where I have not done anything wrong tends to be a very politely worded 'go for it'.

      Having worked with both large and small businesses and handling these kind of issues, if you ever get a letter from anyone OTHER than their lawyer you can just ditch it. If they don't want to spend the money getting the lawyer to draft a letter then they are definitely not going to bother with legal action.

      To sue someone for libel is difficult even in the most clear cut situations and you need to be willing to spend years getting it heard in court, along with thousands of dollars for legal fees.

      They also know that if they were to sue they can only get what you have. Unless you own a large business and/or assets, even if they were to win they would still end up paying more to their own lawyers than they would ever get back from you.

      My standard response to them is "I am sure that your lawyers will be most grateful for your business." A nice way of calling them idiots
      • [2] replies
  • Reply to the sender, and ask to speak to their supervisor.

    Make sure you sound suitably hufty.

    If you get a reply, demand (at least) a $1000 credit note, or else you'll "go public...big time"

    If they refuse, post their reply in here, and repeat.
    • [3] replies
    • I know nothing about English law but my guess is it isn't much different
      than U.S. law on this advice. What you're suggesting is called extortion.
      That's a criminal offense.

      Tsnyder
      • [ 1 ] Thanks
    • Beware... They may be baiting you to respond as described in the above quote.

      I would simply take the 1st post and add it to the Amazon review. But think twice before communicating to them that you want $1,000 or else - as they will claim Extortion.

      According to Wikipedia....
      In the United States, extortion may also be committed as a federal crime across a computer system, phone, by mail or in using any instrument of "interstate commerce." Extortion requires that the individual sent the message "willingly" and "knowingly" as elements of the crime. The message only has to be sent (but does not have to reach the intended recipient) to commit the crime of extortion.
    • Banned
      And just like that, bam......you've gone from a bogus libel claim to a legitimate extortion claim.
      • [1] reply
  • Only if it's not true.

    In your case, it is. There's no libel here. Your correspondence with them even indicates that everything you said is true, so I hope they did save it and try to pursue legal action.
  • The only trouble is, you're firing back to people who -- in the main -- don't give a crap.

    Which is why you need to make sure (at the very least) you make sure your message gets moved up the food chain, to someone who cares.

    Then you can give it all the fancy-schmancy Mike Schmooze!

    (Which is ace, of course)

    Steve
    • [ 1 ] Thanks
  • Nick,"Dear [whoever],

    In light of your stated intent to pursue legal challenges of my factual comments, please direct all further communication on this matter to my attorney. You can contact [him/her] at:

    [address here]

    Sincerely,

    Nick Brighton"
    • [ 5 ] Thanks
    • [2] replies
    • I know it's not a competition, but...

      WE HAVE A WINNER!!!

      Good stuff, Paul.

      All the best,
      Michael
    • Paul,

      I agree that this strategy is sound providing you have the legs to back it up.

      It does, however appear to create an opening for the ambulance chasers to initiate the game, lawyer to lawyer, if not handled correctly.

      Bluffing is a good strategy when you're sitting at a poker table. It's a different matter when you're involving people who use billable hours as a way to make a living.

      Just food for thought...

      ~Bill
      • [1] reply
  • Awesome! Love it!
  • We should have a "BAD Customer Service Experience" Forum...
    • [1] reply
    • I would forward the reply to Amazon as a first step.
      • [ 2 ] Thanks
  • [DELETED]
  • Because it wasn't his fault that they sent the wrong item, and that the item didn't work.

    Why should he pay for their mistakes?

    All the best,
    Michael
    • [ 1 ] Thanks
    • [1] reply
    • You mean the time it takes to tell them you got the wrong product in the first place?

      See, it has already cost him time.

      Maybe the seller should pay for the shipping AND give a discount on the original purchase for wasting Nick's time.

      ~Michael
      • [ 1 ] Thanks
  • Because he shouldn't be outof pocket for someone elses mistake?
  • Dear Company Name,

    I have your address. I'm coming after you... and my money.

    Regards,
  • I think this is a individual event and he was drunk!
  • [DELETED]
  • You have the right to do a review of the product or service. They're most likely scaring you just to retract whatever you said. Arrogant of them to get back at you like that. If they just have your product replaced it wouldn't have come that far.

    That's the problem sometimes. They try to make big names of themselves and show otherwise by providing bad customer service. If they want to keep their clients, it doesn't end when the customers receive their product or service. It extends to providing customer service as well to make sure they'll be coming back for more.
  • Just wondering, would Amazon do anything if you mail to them? Hmmm.. haven really purchased anything on Amazon in the recent years but is there a way to check out the reliability of the vendor themselves?
  • In a libel case their lawyers would have to prove that your comments were malicious and false. In addition to that, they would have to prove that these comments were designed to bring hatred, contempt and ridicule from others.

    If the wrong product arrived. And it didn't work. And they expected you to pay the postage for returning it. Then your comments can not be malicious or false.

    Your recommendation to others to avoid, was designed to make people avoid the sellers, not to hate them, or ridicule them or make a fool out of them.

    Their first tactic will be to try to intimidate you with solicitors they may or may not have.

    Their second tactic may be to hope that you do not try to defend yourself if attacked legally. They then automatically win.

    Their third option is to give up.

    Any solicitor would accept your case since you are guaranteed to win. Their solicitor's advice would be be to drop it, since they will lose.
  • If I received such a threat, I'll be scared out of my daylights!

    But as everyone else had said, I don't think a someone can sue someone for telling the truth.

    However, it's still best to take advice from Warrior-Lawyers.

    -Shaun
  • I'm not a lawyer, so as always take everything on here at your own risk. But libel is thrown around a lot. If what your saying is true, then it is not libel. A bad review if it is honest is not libel, however often its not worth the fight and more time worthy to just drop it
  • Are you sure that the product is carried and shipped by Amazon itself rather than a merchant who have their products listed there.

    I am every surprised this, if this is standard practice by Amazon, then we should have heard lots of horror stories like this by now.
  • HAHAHAHA Suing you for an accurate review? That IS the whole point of providing a facility to post feedback.

    I would shoot off an email to Amazon regarding the wrong product being delivered and the [quite serious] threats they made upon receiving a bad review.

    Then I'd get on with it.
  • Who is the company so I know to avoid them.
    • [1] reply
    • The rules of the forum do not allow Nick to post the name of the company.

      ~Michael
  • Hi Nick

    I have my own business and have been selling my products on Amazon here in the UK for the last 18 months.

    May I ask, was the item that you purchased ordered directly from Amazon or from an Amazon merchant (as I am) through their website.
    As Amazon have some very, very strict policies and working practices, my thought is that you've received the product either from one of their merchants (as I am) or received the email reply from a rogue member of Amazon's own staff.

    Can I suggest that you email Amazon's customer service dept with the details of the transaction and send a copy of the email reply, I am 100% certain that they will be absolutely horrified and will do their utmost to sort out the transaction to your satisfaction.

    Hope this helps.

    Ken
    • [1] reply
    • Hi Ken,

      It was indeed a third party merchant, that was affiliated with Amazon (either approved by, or a registered merchant, I believe).

      So yes, Amazon have a stake in it and I'm sure they'd love to hear what happened.

      This is also why they were giving me this weird "pay us to return it" policy, despite it being faultly. I LOVE buying through Amazon, when it's actually Amazon, because they make returns as easy as a couple of clicks... and they even print the postage paid label for you.

      Different story, it seems, when it's a 3rd party.
      • [1] reply
  • Talk with your your lawyer too. Establish the facts and get set for a great show down. I guess that will teach them some lesson.
  • I'm wondering what the CEO would think if he realized this was going on.

    A well placed email or letter to him with copies of all correspondence and an explanation of the problem - with a line that "I know this may be embarrassing for you but I really thought you should know this is going on" usually results in some very timely solutions to customer problems.
  • Whatever happened to free speech? Since it was based on your experience it's not libel.
  • Banned
    Come on , be serious , with that afirmation: "As a note we have kept records of your emails, feedback and the list listing concerned which will be being passed to our solicitor for the claim we will be pursueing"..... They want you to play their game!! It was put just to scary you! Even if was real , they will not spend the time with every costumer! And I think many costumers are non-satisfied with their costumer-service.
  • definition of libel: a false and malicious publication printed for the purpose of defaming a living person


    you're fine.
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