Chinese Customer Service
Humor 1 August 2009 | 1 Comment
Here is a copy of the transcript of my interaction with a company based in China with which I purchased a USB Flash Memory stick…it didn’t go well…the company is called Focal Price and can be found at www.focalprice.com.
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Ticket ID: FCP-XXXX Order ID: XXXX SKU: XXXX
glenn_xxxx@hotmail.com 5/11/2009 2:49:37 PM
I just received the Flash Drive today. It worked for a few minutes but won’t work anymore. And it says it’s only 4GB but it’s supposed to be 8GB.
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Michelle 5/11/2009 10:42:41 PM
Dear customer,
I am sorry for our mistake,this item is 4GB.
Would you please accept it with 2USD discount ?
Waiting for your reply
Regards
Sincerely
Michelle
I am sorry for our mistake,this item is 4GB.
Would you please accept it with 2USD discount ?
Waiting for your reply
Regards
Sincerely
Michelle
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glenn_xxxx@hotmail.com 5/12/2009 8:37:45 PM
No, please send me a working 8GB Flash drive.
Thanks.
Thanks.
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Michelle 5/12/2009 8:49:19 PM
Dear customer,
We are sorry for our mistake,so we would like to refund you 2USD to cover our mistake.
But the $ 12.4 is the correct price for 4GB.
However,if you really do not want it any more,you may send it back for full refund.
Regards
Sincerely
Michelle
We are sorry for our mistake,so we would like to refund you 2USD to cover our mistake.
But the $ 12.4 is the correct price for 4GB.
However,if you really do not want it any more,you may send it back for full refund.
Regards
Sincerely
Michelle
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glenn_xxxx@hotmail.com 5/14/2009 9:01:19 AM
OK. I will send it back for a full refund. Will you be sending me a postage paid envelope so I can send it back to you?
Thanks.
Thanks.
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Cherry 5/14/2009 10:07:41 AM
Dear customer,
We are so sorry for the trouble. But we are afraid that we won’t pay for the returned shipping cost.
Sorry for any inconvenience.
Sincerely,
Cherry
We are so sorry for the trouble. But we are afraid that we won’t pay for the returned shipping cost.
Sorry for any inconvenience.
Sincerely,
Cherry
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glenn_xxxx@hotmail.com 5/14/2009 3:04:05 PM
I’m sorry too, but I must insist that you give me some sort of reimbursement for my shipping costs. You sent me the wrong item and it is defective… and now you tell me I have to pay more money to send it back?
How about if you just reimburse me my payment and I throw this broken Flash Drive in the garbage?
Thanks.
How about if you just reimburse me my payment and I throw this broken Flash Drive in the garbage?
Thanks.
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Zoe 5/14/2009 8:34:50 PM
Dear customer,
How about refund you $4 as a discount?
We’re afraid it’s the best we can offer.
If you’re not satisfied with it, pls send it back for a full refundment.
Thanks for your understanding.
Sincerely,
Zoe
How about refund you $4 as a discount?
We’re afraid it’s the best we can offer.
If you’re not satisfied with it, pls send it back for a full refundment.
Thanks for your understanding.
Sincerely,
Zoe
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glenn_xxxx@hotmail.com 5/15/2009 8:40:23 AM
I am not willing to accept a $4 discount on a defective (and wrong size) product. I will send it back for a full refund.
I am very displeased with your sales, and service and will be telling everyone I know never to purchase anything from you.
What is your address that I need to return the product to?
I am very displeased with your sales, and service and will be telling everyone I know never to purchase anything from you.
What is your address that I need to return the product to?
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Cherry 5/15/2009 10:28:50 AM
Dear customer,
We are so sorry to hear that. But could you please send it back for replacement? Our address is as follow:
Manli Li
6/F,Building No.3,ZhongHe Industrial Park
ShaHe Road,NanShan District
ShenZhen,GuangDong,
518053
China
Please note order number and product SKU on the parcel. We will send you replacement as soon as we get the returned one.
Thanks for your understanding and cooperation.
Sincerely,
Cherry
We are so sorry to hear that. But could you please send it back for replacement? Our address is as follow:
Manli Li
6/F,Building No.3,ZhongHe Industrial Park
ShaHe Road,NanShan District
ShenZhen,GuangDong,
518053
China
Please note order number and product SKU on the parcel. We will send you replacement as soon as we get the returned one.
Thanks for your understanding and cooperation.
Sincerely,
Cherry
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glenn_xxxx@hotmail.com 5/21/2009 7:01:31 AM
Hi,
I have sent back the defective (and wrong size) product. Please give me a full refund. DO NOT send me a replacement!
Thanks.
I have sent back the defective (and wrong size) product. Please give me a full refund. DO NOT send me a replacement!
Thanks.
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Zoe 5/21/2009 7:36:22 AM
Dear customer,
We’ll refund you as soon as get the returned item.
Sincerely,
Zoe
We’ll refund you as soon as get the returned item.
Sincerely,
Zoe
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glenn_xxxx@hotmail.com 6/13/2009 11:00:10 AM
Hi,
Have you received my return yet?
Have you received my return yet?
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Zoe 6/14/2009 8:10:43 PM
Dear customer,
After double-checked, we don’t get returned item yet.
While pls rest assured that we’ll let you know and arrange a refundment once get it.
Sincerely,
Zoe
After double-checked, we don’t get returned item yet.
While pls rest assured that we’ll let you know and arrange a refundment once get it.
Sincerely,
Zoe
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glenn_xxxx@hotmail.com 7/14/2009 4:55:30 AM
Hi,
Please confirm that you have refunded my money.
Thanks.
Please confirm that you have refunded my money.
Thanks.
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Zoe 7/14/2009 8:44:46 PM
Dear customer,
We don”t get #xxx in order #xxxx back yet.
Is there any tracking info for checking?
Wish you happy shopping experience!
Sincerely yours”
Zoe
We don”t get #xxx in order #xxxx back yet.
Is there any tracking info for checking?
Wish you happy shopping experience!
Sincerely yours”
Zoe
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glenn_xxxx@hotmail.com 7/16/2009 2:31:29 PM
No,
I don”t have a tracking number. I didn”t want to waste any more of my money paying for expensive shipping. I sent it using regular mail.
I”m starting to wonder if you are not being truthful about receiving this return, as you have not been truthful about anything else regarding this order so far.
I don”t have a tracking number. I didn”t want to waste any more of my money paying for expensive shipping. I sent it using regular mail.
I”m starting to wonder if you are not being truthful about receiving this return, as you have not been truthful about anything else regarding this order so far.
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Michelle 7/16/2009 7:42:19 PM
Dear customer,
But we have not received it yet.
Would you please let us know the sender’’s name ?
We want to check it again.
Wish you happy shopping experience!
Sincerely yours”
Michelle
But we have not received it yet.
Would you please let us know the sender’’s name ?
We want to check it again.
Wish you happy shopping experience!
Sincerely yours”
Michelle
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Zoe 7/16/2009 7:49:28 PM
Dear customer,
As a company of reputation, we won”t cheat you such a little money.
We promise we”ll refund or resend a replacement once get returned item.
It’’s up to you.
Sincerely yours”
Zoe
As a company of reputation, we won”t cheat you such a little money.
We promise we”ll refund or resend a replacement once get returned item.
It’’s up to you.
Sincerely yours”
Zoe
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glenn_xxxx@hotmail.com 7/20/2009 5:12:34 PM
Well, since I returned this item over a month ago, and you say you still haven”t received it, I guess you”re never going to receive it. The sender’’s name is my name which is Glenn xxxx.
You say you are a company of reputation but you sent me an item that I did not order, and that didn”t work, and now I can”t even get my money back. That is NOT a company of reputation!
You say you are a company of reputation but you sent me an item that I did not order, and that didn”t work, and now I can”t even get my money back. That is NOT a company of reputation!
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Zoe 7/20/2009 11:08:12 PM
Dear customer,
Sorry that we sent your wrong item.
And we”d like to take the responsibility.
Once get the returned parcel, we”d like to arrange a refund,which is $12.40.
You know that you shipped parcel back without tracking No., we even can”t check parcel status.
If you were us, how do you think of it? ( if we send item to you without tracking No., you don”t get it,what will you do? )
Sincerely yours”
Zoe
Sorry that we sent your wrong item.
And we”d like to take the responsibility.
Once get the returned parcel, we”d like to arrange a refund,which is $12.40.
You know that you shipped parcel back without tracking No., we even can”t check parcel status.
If you were us, how do you think of it? ( if we send item to you without tracking No., you don”t get it,what will you do? )
Sincerely yours”
Zoe
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glenn_xxxx@hotmail.com 7/22/2009 5:21:07 PM
What would I do you ask?
I would make sure my company did not wrongly advertise my products and send incorrect items. I would make sure that I sell quality products that work. If my company sent a wrong item I would make it EASY for my customer to get his refund (like maybe sending a postage paid package to safely return the item). This would make my customers happy and give me more business.
The way your company is run, you are angering your customers and causing them to never do business with you again, and causing them to tell all their friends never to do business with you. (yes, that’’s what I”m doing).
I would make sure my company did not wrongly advertise my products and send incorrect items. I would make sure that I sell quality products that work. If my company sent a wrong item I would make it EASY for my customer to get his refund (like maybe sending a postage paid package to safely return the item). This would make my customers happy and give me more business.
The way your company is run, you are angering your customers and causing them to never do business with you again, and causing them to tell all their friends never to do business with you. (yes, that’’s what I”m doing).
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Zoe 7/26/2009 9:56:26 AM
Dear customer,
Sorry we don”t mean to offense you.
How about we do like this?
Refund you $6 firstly, when get the returned parcel, we”ll refund the balance?
Sincerely yours”
Zoe
Sorry we don”t mean to offense you.
How about we do like this?
Refund you $6 firstly, when get the returned parcel, we”ll refund the balance?
Sincerely yours”
Zoe
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glenn_xxxx@hotmail.com 7/27/2009 1:53:33 PM
OK…sounds good.
Thanks.
Thanks.
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Louis 7/29/2009 12:13:20 AM
Dear customer,
Refund will be processed within 48 hours. Pls help check your account.
Wish you happy shopping experience!
Sincerely yours”
Louis
Refund will be processed within 48 hours. Pls help check your account.
Wish you happy shopping experience!
Sincerely yours”
Louis
Ha ha
Running out of patience here could turn you into a patient.
Fortunately we mammals are equipped with a humour setting which can flip on at any point and allow us to bear the weight of strenuous mind games. I hope Glenn , that your humour setting is activated , but in hoping this , I realize that the longer the patience is required , the less likely that the humour setting can save your mind from permanent disfigurement.
As for me , I once purchased three 89 cent compasses from a Toronto store , and DARN , when they arrived , none of them indicated north. True to the spirit of consumerism , I was able to communicate with the seller via email and settle the dispute , if it was a dispute . I am now thinking that it was not so much a dispute , as a willing mistake on my part to purchase something for nothing.
I suggest that your purchase Glenn, was on an emotional level rather than a commerce level. Us humans use only ten percent of our brain in a logical manner. All the rest of that head space is unmarked territory for wild , emotionally rampant thought processes. As I said above , the longer this simple commercial transaction continues , the more likely the waves of neurological displacement will over come the pre-established logical boundaries.