I was trying to help my son order something on-line yesterday and I will admit that I didn't read the instructions for ordering very well. BUT, there was no reason for this response: "Go to paypal. Click SEND MONEY. Type in my email. Type in the amount of the parts you want + shipping. List the parts you want in the comments box. Not your address. There is no link to paypal from my site. This is all posted on the ordering page. Please read it. All of it. Very slowly if need be. Or you can send a money order or personal check. Also posted on the order page." (underlining mine) So I sent a response basically telling him that he was rude. He sent me another e-mail today saying he wasn't being rude with this included: "Don't get made at me because you can follow instructions." (Notice the misspellings). Huh? Ok, so here is what I am writing in return: You were being rude, just like you are with the follow up e-mail. I will admit that I didn't do my part and I understand how that can be irritating and frustrating. However, it is a good customer practice NOT to let on to the customer that you are irritated with him/her. A smarter move would have been to stay polite and patient. Please also edit your e-mails: "Don't get made at me because you can follow instructions." Huh? Good thing I could figure that one out. I probably would have been fine with the first rude e-mail if he hadn't written, "very slowly if need be." What do you all think?
I would ALSO have let him known that little fact - that due to his rudeness you will take your business elsewhere and that you will recommend that others do the same.
My thoughts exactly!! You're paying for something and whether it's in a store or a private interaction such as this one, quality customer service is still the right thing to do. If there is a place to write a "review" about this, DO IT!! Nothing wrong with warning others of ignorace
hmmm I must be blonde or dumb.. but I see nothing rude about it. I see that he is telling each and everyone how to do it.. Sounds like some people have been having troubles before. I agree sometimes you have to be more to the point as some people don't get it. Just saying... I see nothing wrong with it..
I probably would have canciled my order and told him you'll get the parts at a business with a better costomer service. ......... and in the return reply I would have underlined the miss spelled words because even with spell check it wouldn't hav picke up on it.
I agree, rude and unacceptable. And, as someone who has sold online before, it's very common if you don't have a VERY simple, easy checkout process, people will get confused. It's not THAT big of a deal. I simply put up some blog posts on my blog that had simple step-by-step instructions with screen shots and would link to that if people had questions. There were only a very small handful of people that needed individual emails after that. I would worry about how reputable someone is that doesn't link to PayPal from their site is...glad you didn't order from him.
I would have told him if he goes to paypal and reads thier directions, "all of them. Very slowly if need be." It will instruct him how to place a button on his website for payment. Then maybe he wouldn't be so frustrated with so many people asking questions. Darn customers always bothering me wanting to give me money! DUH! Debbie
What do you think about this other e-mail he sent: I wasn't being rude. I thought I had better point it out to you. After all your the one that didn't bother reading it twice, & had to have it read to you. If I hadn't been blunt how many more emails would it have taken? Bet you didn't read the front page either. It says READ THIS PAGE right at the top. Don't get made at me because you can follow instructions. I understand that people get frustrated with customers. Goodness, I have even been guilty of providing bad customer service in the past. I also understand that I didn't do my part. I wanted to let him know that it came off as rude. I was trying to help my son order something and so I was brought into the picture in the middle. That may have been a good part of why things went wrong in the first place. He is right, I didn't read the front page; I wasn't in the room when my son had that page open. I really think the first "rude" e-mail would have been so much better if he had simply stated that all the information was on that ordering page and if I needed help after reading it again, contact him. The main thing that stuck out is this, "Very slowly if needed." Here is how it sounded to me or what I think he may have been thinking: "Oh here I go again, another idiot didn't take the time to read the instructions thoroughly and I have to walk them through the process. I hate answering dumb e-mails. I am so irritated that I have to really stick it to this idiot with a rude statement at the end of my e-mail. I mean we all know that idiots like this won't listen if we are polite." Oh, I also thought that if he has had trouble with past customers asking questions and messing up the ordering process, it may just be that he doesn't explain it well.
When people start treating me like that, I find the quickest path to end the conversation. I would cancel your order, return what you need to (and be just conversational enough to get through the return) and then send a final email, "Thank you for your assistance with this matter, I will not be returning for future business with your company." and ignore any other emails from him. Then, go on with your life knowing you are a much happier person than he clearly is! When I'm feeling EXTRA enlightened, I try to be overly nice to people like that, hoping to bring them back up again.
