Online sales with attitude
Thought this was an amazing story, at http://www.nytimes.com/2010/11/28/bu.../28borker.html
The guy sums up his attitude with this.
And here is an example of one of the problems a customer had trying to get a refund, after she started her charge back with her credit card.
I'd never even heard of a move like that. Hope he is in jail by now, but he wasn't when the article was put up in 2010.
The guy sums up his attitude with this.
| "The customer is always right -- not here, you understand?" he says, raising his voice. "I hate that phrase -- the customer is always right. Why is the merchant always wrong? Can the customer ever be wrong? Is that not possible?" |
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"Thank you for contacting Citi Cards," it read. "We have closed our investigation since you have indicated that you accept responsibility for this charge." And there was this: "we have rebilled your account for this charge along with any related fees and interest charges." Someone posing as Ms. Rodriguez, she says, had called the bank and said she had changed her mind and no longer wanted a refund. "I called the bank right away and said: 'This is nonsense. I never called you and told you I'm withdrawing my dispute,' " she says. "I was on the phone with a woman from the fraud department, and it was amazing -- she just didn't care. I asked if they had a recording of the call I'd supposedly made. She said no. When I explained the whole story, she said: 'Listen, this isn't our problem. This has nothing to do with us.' " |