Many of the friends whom I engage in text messaging with are familiar with a popular body-part-icon, (or equation), I often use in place of an expletive when upset. By now, if you know what I’m talking about the title may seem less than life-size.
If you’re unfamiliar, it may take you a second. However, regardless of how long it takes you to figure out the equation, it always stands for the same thing.
I rarely complain about minor mistakes. Only in cases where the mistake negatively effects my time and/or money. However, if the time it would take me to rectify the situation is greater than the monetary outcome of complaining, I let it go. Otherwise, solve for time is less than money and it makes sense to complain. For instance, when the cashier at Jimmy Johns charged me for provolone and my French bread sandwiched no provolone, I did not complain.
So, where:
Tw = time wasted
Mw = money wasted
Tc = time spent complaining
Mc = money gained by complaining
If Tw + Mw > 0 and Tc > Mc, then I let it go. But, if Tw + Mw < 0 and Tc < Mc, then I complain.
But, when PayPal acted as third-party for my purchase of a Nintendo® Wii™ and provided an unconfirmed shipping address, I complained. I complained for several good reasons.
1. That is a $350 purchase and had there been a mix-up at my unconfirmed address, I would be out a Wii™
2. The shipment ended up getting returned and I had to pay for S&H twice.
I spent fifteen minutes explaining my predicament to a PayPal representative, after requesting a refund via email. When that went nowhere, I evaluated the customer service call very poorly. Then, I received a follow-up email basically telling me the exact same thing the repetitive customer service rep told me days prior.
I decided to respond with the following note:
Dear (customer service representative),
I’m not sure what you didn’t understand about my previous email. I understand what I said. I said that I was disappointed with having to pay an additional shipping charge because you provided an unconfirmed shipping address. An address where I have not resided in over 7 years.
I am also ticked off that you claim that you found that address in your system – it’s not there. I just logged in and viewed my current home address and it is confirmed (which usually takes about a week to do, so you know I’m not full of shit)….I updated this address to both my PayPal account and my eBay account in June of this year.
Here’s a screen shot (attached). Thank you for absolutely nothing. Apparently, your entire customer service department is incompetent.
Have a Happy Thanksgiving,
8=D
To my amazement, (and everyone I have shared this story with), PayPal credited my account two days later for $75 and apologized for the situation.
Large companies rarely are able to make single customers feel respected and important…especially when you consider my email signature.
hmm, i recently became a member of the ebay community (working the night shift @ children’s mercy=i have joined many new sites just to stay awake)…should i be worried?… i mean i have only bid on like a book and a vest (biiiig spender $)…but needless to say, i came to win. thus, i will be buying tons of useless shit i don’t need soon…
and thanks for helping me keep my eyes open while all the kiddos are keeping theirs shut ;)