Here's a call to everyone in our business. When you ask for a refund please do a few things...
1. Please don't get extremely angry, irate, rude, and nasty in your responses.
2. Please be patient because we are all people too (customer support staff, marketers, vendors, affiliates, etc).
Let me give you a bit of a story.
Today I realized I dropped the ball. I didn't check my support desk for about a week and had some big launches go out the gates. I sincerely forgot to check it then went on vacation and the amount of irate and nasty emails is ASTONISHING!!!!
Here's the thing.
1. I realized I really screwed up...
2. I know I should have someone monitor that so it doesn't happen.
3. I realize people want their refunds as soon as possible...
But here's the thing...
1. You're not the only person on the planet (There are 7 Billion of Us)
2. You're not my only customer.
3. Your $6 or $7 purchase, while sincerely (SERIOUSLY) appreciated isn't going to solve every one of your business problems...
SO CHILL OUT and be nice. Please. I'm not naive and realize this isn't a "coom by ya" world or whatever, but damn. The stuff I see in this support desk is mentally toxic and utterly incredible. People spending PARAGRAPHS to describe how awful I am, how awful my products are (even though I have 1% or less Refund Rate), how I'm the devil, etc (all things I've heard btw) is just amazing.
Why don't you spend all that time writing articles or doing something else productive? I'm not defending myself. Legitimately, I screwed up, dropped the ball, and didn't deliver what I promised...and I've apologized to all the people who had the issue personally by writing an email back to them.
But damn...I'm human too (believe it or not...us "evil gurus" are people too just like you who buy things and sometimes aren't happy with them) and we do make mistakes...
Wow...just chill on the nasty emails when you're requesting a refund.
PS- Please don't write here if you're gonna be negative or angry. I realize I'm inviting some nasty remarks but seriously...life is too damn short.
EDIT: Wow...this thread really took off over night. Thanks everyone for posting your opinions, thoughts, and suggestions. I can't reply to all b/c I don't want it to appear like I'm gaming the thread. However I have read everyone's reply and have subscribed to this thread.
Overall, I notice a few different tones. I was merely venting when I wrote this and have learned many lessons from this...It's not my first clam bake and I've been doing this a while. However, I do sincerely try to go above and beyond for people. Those that know me personally or have checked out my products will see this in the review.
I'm implementing systems to make sure this stuff doesn't happen again and all that. I even shot a video and sent it to my list which you can all see below...I'm not taking this lightly
Again...everyone can learn from everyone and I do sincerely appreciate those that took the time to respond from their busy schedules. I appreciate all the perspectives whether they're in agreement or disagreement with me.
Have a wonderful day!