god, I hate stupid people

O

o hai guyz

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Jan 15, 2010
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I got an email on one of my sites this morning from a customer saying she had given her 10 year old son her credit card so he could place one order, and he had gone and placed many more orders on top of it (for other products on the same site, upsells, etc). She said I was at fault and should have known he was using her card without her permission, even though the purchase activity wasn't that uncommon.

She then cited a support request he had submitted where he had inquired about the order status and I had given it to him; she was under the impression that I had broken the law and was an online predator for replying to his email.

I tried to explain it to her but she was clearly unintelligent+emotional which is a bad combo to deal with. I simply told her she could either return the items to receive a refund or call cust service directly (why she emailed instead of calling in the first place is beyond me).

She refused and kept ranting about nonsense, so I told her if she had a problem she could call [cust service #] but that I was blacklisting her email so there was no point emailing me again. If cust service approves a refund I don't really give a fuck but I wasn't going to waste anymore of my own time talking to that. What a surprise, I get a notification on my phone a couple minutes later that she has replied to the email even though I just told her I wouldn't be answering her anymore (I had blocked it in Thunderbird, not on the server).

I'm not trying to sound arrogant but I've gotten used to being the smartest person in the room, as I'm sure a lot of fellow WF'ers have. But sometimes it really baffles the shit out of me how some people can be so incredibly stupid. Yeah let me just give my 10 year old kid my black card and trust him not to buy anything on it, great idea. Maybe I'll also give my 16 year old the keys to the Maserati and tell him not to drive over the speed limit. Sometimes I really wish we could just eradicate all the people with IQ's under a certain level, but then I realize IM'ers would all go broke if that happened.

/rant
 


We had a lady call in and claim that her cat walked over her keyboard and in doing so, entered her credit card information and signed up for a membership for her account.
 
Yea you'll get some pretty ridiculous calls, emails from people when you handle your own customer service. Personally, I don't have time to go back and forth with people, so when they call up for any reason I usually just issue them a full refund AND still ship the products to them or tell them they don't even have to return the bottles. This usually surprises the shit outta people and ends up making them really happy (they tell me they're going to tell all their friends, etc...). I just don't have time dealing with stupid people so I find that works best until I finally get my cust service outsourced (I also think its always a good idea to handle your own customer service first before outsourcing it).
 
Djshorty89 said:
Yea you'll get some pretty ridiculous calls, emails from people when you handle your own customer service. Personally, I don't have time to go back and forth with people, so when they call up for any reason I usually just issue them a full refund AND still ship the products to them or tell them they don't even have to return the bottles. This usually surprises the shit outta people and ends up making them really happy (they tell me they're going to tell all their friends, etc...). I just don't have time dealing with stupid people so I find that works best until I finally get my cust service outsourced (I also think its always a good idea to handle your own customer service first before outsourcing it).
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I like to handle the big-ticket buyers personally - it usually isn't too bad but every now and then it is irritating. Today's has to be the most idiotic I've ever gotten in all my years in the business though.
 
Situations like that are exactly why customer support is the first part of my product management I outsourced after launch. In a single week I received multiple death threats, 4am angry calls to my cell phone (no idea how they got my name, let alone my number), refund requests for competitors products... and this isn't even a rebill, it's a very legit product. My advice to you OP, hire someone to manage your email support, have them make reports by category so you can still get the general feedback and analytics you need to improve your service... and never touch your own support again. Your stress level will improve almost immediately
 
SethH said:
Situations like that are exactly why customer support is the first part of my product management I outsourced after launch. In a single week I received multiple death threats, 4am angry calls to my cell phone (no idea how they got my name, let alone my number), refund requests for competitors products... and this isn't even a rebill, it's a very legit product. My advice to you OP, hire someone to manage your email support, have them make reports by category so you can still get the general feedback and analytics you need to improve your service... and never touch your own support again. Your stress level will improve almost immediately
Click to expand...

LOL. See, that's so ridiculous. I remember back in college, I hired some schmuck to do a web layout for me and paid him 2k. Turned out his entire business was a scam and he was using other designers' work in his portfolio. Did I threaten him? No. I called Visa, sent them the evidence that he was a scammer, and that was it. I don't even get why people feel the need to act like idiots, especially in the cases of fully legitimate products.

Thanks for the advice though. Filtering into categories and only checking the important stuff myself sounds like a good way to go. The only reason I even do any support myself is, like you implied, because I don't want to risk missing any important feedback.
 
BenPOF said:
Currently compiling data, will release the cat fraud algorithm later this year :batman:
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1wz2aC7.jpg
 
o hai guyz said:
I got an email on one of my sites this morning from a customer saying she had given her 10 year old son her credit card so he could place one order, and he had gone and placed many more orders on top of it (for other products on the same site, upsells, etc). She said I was at fault and should have known he was using her card without her permission, even though the purchase activity wasn't that uncommon.

She then cited a support request he had submitted where he had inquired about the order status and I had given it to him; she was under the impression that I had broken the law and was an online predator for replying to his email.

I tried to explain it to her but she was clearly unintelligent+emotional which is a bad combo to deal with. I simply told her she could either return the items to receive a refund or call cust service directly (why she emailed instead of calling in the first place is beyond me).

She refused and kept ranting about nonsense, so I told her if she had a problem she could call [cust service #] but that I was blacklisting her email so there was no point emailing me again. If cust service approves a refund I don't really give a fuck but I wasn't going to waste anymore of my own time talking to that. What a surprise, I get a notification on my phone a couple minutes later that she has replied to the email even though I just told her I wouldn't be answering her anymore (I had blocked it in Thunderbird, not on the server).

I'm not trying to sound arrogant but I've gotten used to being the smartest person in the room, as I'm sure a lot of fellow WF'ers have. But sometimes it really baffles the shit out of me how some people can be so incredibly stupid. Yeah let me just give my 10 year old kid my black card and trust him not to buy anything on it, great idea. Maybe I'll also give my 16 year old the keys to the Maserati and tell him not to drive over the speed limit. Sometimes I really wish we could just eradicate all the people with IQ's under a certain level, but then I realize IM'ers would all go broke if that happened.

/rant
Click to expand...

Without stupid people most on here wouldn't make any money.
 
Damn OP, I dont know what you're selling but you seem to run into a ton of customer issues haha.


Worst I had so far was a woman who was insisting I exchange her item or refund her, I had no order history on file for her order number. We went back and forth with her calling me a scammer and me telling her she never ordered from me. I finally asked for her to send a picture of the product she ordered (to prove that she wasn't just trying to get something for free). The item was completely different than the items I sold. I sent her back an image of what my product looks like and that finally shut her up.
 
o hai guyz said:
Thanks for the advice though. Filtering into categories and only checking the important stuff myself sounds like a good way to go. The only reason I even do any support myself is, like you implied, because I don't want to risk missing any important feedback.
Click to expand...

I honestly can't recommend having your CS agents do reporting on your support issues enough. When I initially started doing my own support it was partly to save costs but mostly so I'd be able to see what my users were saying and be able to improve things. After a week I was wasting all my time, stressing and depressing myself beyond belief (refunds are harder to process emotionally when you know they're directly deducting money from your own pocket doing so), and worst of all, the time taken stopped me from fixing the actual underlying issues and instead doing nothing but damage control.

The way I've got it set up, I get a weekly report which in numbers only categorizes each support ticket by type, such as product not delivered, unable to use etc (I'm actually more specific with categories, but I can't here without outing my niche), and have the support reps also do a short write up describing the types of problems they faced each week, paying particular note to new issues (3+ of a complaint type never seen before), and also cases where they've managed to solve an issue and make a previously angry customer happy (helps me build my CSRs swipe files, as well as potential product improvements).

For me this was an absolute game changer. I end up making more progress on dealing with the underlying issues in less time, and I'm a far calmer person for it.
 
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Here are my 2 favorites:

1. I was running an offer for the past 6 months and probably 50% of the refund requests were like short essays. People telling me about illnesses, family problems like divorce, drug overdoses, etc. shit was ridiculous. The funny part is all over my site, in the sales video, in the email receipts, everywhere it reminded them 100% refund no questions asked.

2. I had one customer who left me 40+min of voicemail across multiple calls. I had a 1-800 but it went to a recording telling them if you want a refund just send an email to customerservice@niggaplz.com and you'll receive a refund right away.

This guy left me threats, told me he had alerted the authorities, pretended to cry, had his crazy wife call, etc. Finally after a week he sent me an email and I refunded him within 10minutes of receiving the email. Stupid fucks.
 
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This thread... I like it.

I'm the guy who wants to ALWAYS deliver A+ customer service and go beyond the norm... But damn, there are a TON of sketchy people you will never be able to please. They always want more, or something isn't right, or it's never enough and never their fault.

Granted customer service used to = $$$$$$. In a world where Walmart and Blockbuster (closed) can take over the mom and pop shops, you realize people don't really give a fuck about themselves. They want to save their money, and sure why wouldn't they? I'd hate to work at a shit job, making no money doing something I hate, and then have to fork it over.. But the day of personalized service and loyalty are slowly going away..

I try my best to offer it, because I know it's AMAZING when I see a company actually giving a shit about me.

Also those types of people cat lady, mom's CC, etc can please go.. I remember when I sold on eBay during high school way back, I'd hear that stuff ALL the time from random people, for sure sucks...
 
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