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JMS Book Tour/Con Appearances 2019

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  • Jan
    replied
    No, they don't ALLOW their CSR to lie. They give the CSR approved scripts. They're not allowed to deviate. Which is why trying to get the rep in trouble is out of line. Feel free to keep asking for supervisors until you get somebody who might be able to help but otherwise understand that it's in no way the fault of the CSR or somebody trying to 'get you'. Whether it's how the world *should* work or not, that's the unfortunate reality.

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  • Looney
    replied
    Originally posted by Jan View Post
    Exactly! I figured everybody pretty much knew that. And I generally react poorly to the 'I'll have your job!" crowd in those cases also. Go punch a pillow if you're frustrated but don't take it out on the service people.

    That is ridiculous. No one should ever accept a Customer Service Rep LYING to them because the Rep has no control over the situation. That is an absolutely ridiculous statement and should never be how the world works. "Go punch a pillow" because they can't get me the thing I gave them money for without breaking it because they don't won't give me any chance to make it right and they allow their Customer Service Reps to lie about it?!?!?!?!?!?!

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  • Jan
    replied
    Originally posted by phazedout View Post
    ...it often isn't there fault, they're following a script and have very little contorl over what they are allowed say,
    Exactly! I figured everybody pretty much knew that. And I generally react poorly to the 'I'll have your job!" crowd in those cases also. Go punch a pillow if you're frustrated but don't take it out on the service people.


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  • phazedout
    replied
    On the flip side, i've honestly had nothing but positive results form amazon's customer service. In one case I'd paid 110$ for a complete buffy dvd box set. When I opened season 5 about a month later to play "once more with feeling" for a friend, it turned out the disc was dmaaged and it wouldnt' play.
    So I contacted zmzon.com and explained. they asked me to ship it back, is aid shipping back the whole thign would cost more than what I'd paid for it, could they ship me another s05. Nope, sold as a complete package, they shipped me another full 7 season box set.
    Another time the rasbpberry Pi they sent me was lost by postii. They aske dme to reorder and pick expidited shipping. they refunded orignal order and shipping costs and it arrived within 24 hours, form germany.
    I guess looney, YMMV and speaking as the schmuck on the end fo the phone for IT support, it often isn't there fault, they're following a script and have very little contorl over what they are allowed say, I know, a marte of mine did cusotmer telephone support for continental USA for IBM for 3 years and got in trouble for staying too long on the phone as he was actually FIXING cusotmers problems not just getting them off the phone as fast as possible. Them's the breaks

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  • Looney
    replied
    Originally posted by Jan View Post

    While understanding the rant, I've got to wonder why on earth you'd ever have thought that a customer service rep would ever be able to make sure of anything whatsoever about packaging?

    Oh I'm sorry. What is the number for the distribution warehouse so I can call them directly and tell them to package my items correctly? I assume you have or you wouldn't be criticizing someone for doing the only option they have when they are getting ripped off and lied to.

    If it is "beyond their control" they shouldn't lie about it. And if it is "beyond their control" they should be able to transfer me to a Shipping Service number where it can be controlled. And if they can't do either then there is no reason to have a Customer Service department.
    Last edited by Looney; 08-30-2019, 07:25 AM.

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  • Jan
    replied
    Originally posted by Looney View Post
    Right now I am on the phone with Amazon trying to register a complaint against the two Customer Service Reps who lied to me about the packing being secure. Apparently there is nothing in their system that allows them to do that, but their going to pass a note along for future training.
    While understanding the rant, I've got to wonder why on earth you'd ever have thought that a customer service rep would ever be able to make sure of anything whatsoever about packaging? Different departments and maybe even in different countries. Yes, it was stupid for them to say but they probably did try to add information asking for the package to be well padded so you trying to get them in trouble is out of line. Sorry, people trying to get others in trouble for something beyond their control pushes one of MY buttons.



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  • B5-Stefan
    replied
    Originally posted by Looney View Post
    ... I called Customer Service. They said it would be shipped properly. ... I called again. ... She said she would be monitoring the order to make sure I would get it with no issues. ... Right now I am on the phone with Amazon trying to register a complaint against the two Customer Service Reps who lied to me about the packing being secure. ... I don't think I've ever had a worse situation with Amazon Customer Service. ...
    Dear Looney,
    Someone got a keeper from someone.
    So, if they aren't drunk at work, they must be EVIL!

    B5-Stefan


    --
    Delenn: "If the universe puts a mystery in front of us as a gift, politeness requires that we at least try and solve it."
    [Babylon5, Atonement]

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  • Looney
    replied
    Updating the SAGA. I've now received my fourth broken case from Amazon. After the second arrived in a padded envelope I called Customer Service. They said it would be shipped properly. The third arrived in an identical padded envelope just as broken as the second. I called again. I was transferred to a supposed "special" Customer Service person. This person told me that I could not get another replacement I had to re-order the item. She said she would be monitoring the order to make sure I would get it with no issues. Ten minutes ago the fourth one arrived in an identical padded envelope just as broken as the other three. I feel my only option is to return the three most broken cases and get half the money I've spent on this back. Right now I am on the phone with Amazon trying to register a complaint against the two Customer Service Reps who lied to me about the packing being secure. Apparently there is nothing in their system that allows them to do that, but they're going to pass a note along for future training. WTF! I don't think I've ever had a worse situation with Amazon Customer Service. I feel they should have just given me my money back but they keep saying I have to send it back and get a replacement or order a replacement. (THANKS FOR LETTING ME VENT)
    Last edited by Looney; 08-30-2019, 07:23 AM.

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  • Ubik
    replied
    Originally posted by Looney View Post

    Not quite. They don't really carry 13 disc replacement cases in stores around here.
    Amazon or any online blank media (CD-Rs, DV-Rs, etc) specialist will carry these. eBay probably a good shout, just search (X) DVD plastic case, where X is the number of discs. They come in 10-14 disc varieties.I can find them for £1.74 in the UK.
    Last edited by Ubik; 08-29-2019, 07:36 AM.

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  • Looney
    replied
    Originally posted by Ubik View Post

    Just buy a replacement case? Few quid at worst.
    Not quite. They don't really carry 13 disc replacement cases in stores around here.

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  • Ubik
    replied
    Originally posted by Looney View Post
    Replacement arrived in a padded envelope yesterday. As I feared, worse than the first. Outer and inner case broken in multiple spots.
    Just buy a replacement case? Few quid at worst.

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  • Looney
    replied
    Replacement arrived in a padded envelope yesterday. As I feared, worse than the first. Outer and inner case broken in multiple spots.

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  • Jan
    replied
    Originally posted by Looney View Post

    Well my fingers are double crossed. It came in a HUGE box last time and still managed to be broken, but my guess is it was already broken when it went in the box.
    If the box allowed too much motion of the items inside, that's exactly what caused the breakage.

    Leave a comment:


  • Looney
    replied
    Originally posted by Jan View Post

    Loony, my set came in the usual Amazon bubble envelope and it was fine.
    Well my fingers are double crossed. It came in a HUGE box last time and still managed to be broken, but my guess is it was already broken when it went in the box.

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  • Jan
    replied
    BTW, for those who may not hang out other places, the reason JMS cancelled at the museum was because he fell on the way to the car taking him to the airport and badly dislocated his shoulder. He's said that he'd reschedule.

    Loony, my set came in the usual Amazon bubble envelope and it was fine.

    Leave a comment:

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