Thursday, November 11, 2010

Do customer care representatives appreciate humour?

I recently made a purchase from a major online shopping site only to realise soon after that the product didn't have a feature that I needed. I placed a request for canceling the order within an hour of my original purchase. But apparently the store had forwarded the info. to their warehouse by then and so they'd in turn have to contact the warehouse. Here's that response:

Hello Karthik,

Thank you for visiting ***********, I appreciate your patience while we attempt to cancel your order # 94628027. I do apologize that we are not able to guarantee this being done.

I have sent a request to the warehouse to attempt to cancel your order. I should receive a response from them within the next 2 business days. I will contact you once I receive a response from them.

If there is anything else that I can assist you with please reply directly to this email and I will be more than happy to help. I would like to thank you for your time and your patience.


Customer Care

Two business days to elicit a response from within the same company? What kind of a warehouse is this anyway? Is it some underground nuclear explosion safe location built so that the store can continue to do sales to the vestiges of civilization after the holocaust? Peeved that their internal process should be so bureaucratic, I decided to give them a tongue-in-cheek response:

Hi *****,

Thank you for the prompt response. In the event that the warehouse is unable to cancel the order, the only thing I would do would be to return the package unopened via mail back to ******* so that I can avail the 30 day return period. Thinking along those lines, I was wondering if I might go online now and change the shipping address to the warehouse address? That way, they can ship it to themselves and I won't have to trudge along to the post-office. Then I can just place a request to file the package as a return in stead of a cancel. I am hoping the warehouse can cancel, but if not, let me know if I might work this little trick to save myself a walk to the post-offfice. If its possible, then please let me know the warehouse address. Thank you,


I've always wondered if these cloyingly polite customer care representatives have a sense of humour. Perhaps I'll know now?

1 comment:

Mistress of Art said...

I just love your response ! hah ! so bang on target.