How NOT to ask for a refund…

July 23rd, 2010 Posted in Business, Customer Service, General
19 Comments »

I really do believe ‘manners maketh the man’, so usually when I get approached for a refund on an item, or an exchange for something bought by mistake, so long as I’m asked nicely, I have always obliged.  Recently, I didn’t (a first time for me), and it was because of the way this person asked for the refund.  Here is the notecard she sent me, and a classic example of how NOT to ask for a refund:

“I’ll make this brief & quicky..I was buying the demo skins..To try on & see if I like any of them..As I was doing so..I accidently bought the fatpack!!!!!!

Here’s the date: Sat Jul 10 04:16:19 2010…As for the transaction number..I don’t have a clue…I would like a refund back AS SOON AS POSSIBLE!!! ..I don’t think that’s too much to ask for please!!!

B.S. If I seem panicy or angry…It’s because i am…So, if you would so kindly as to get your sl butt into sl and give me my money back please!!!

I hope this is direct & crystal clear as for you…I’m usually a nice person in sl…Just not right now…Don’t dilly-dally or keep me waiting..I’m not a patient sl woman..Ms. AtomicBambi.
I’ll be IM’ing you as well…So, you’ll get the notecard from me.”

I think she meant P.S. instead of B.S., but BS is exactly what I was thinking!  Lol.   Well it got better…

[7:36]  AtomicSparkle Skytower: I’m sorry – I don’t give refunds for no transfer items.

[9:11]  [Angry Girl]: Well, if you don’t give me my money back…I’ll shall make a complaint to LL!!! …And fyi ppl should be allowed to have a refund no matter if it’s transferred or not…Otherwise you’ll have unsatified customer’s!!
[9:11]  [Angry Girl]: And for your information..I was angry with myself & panicing too…..Now, i’m angry with you for not giving me a refund. If you’ve heard of ppl giving other ppl reviews in rl..Well, I’m sorry to say..I’m going to blog in secondlife & give you a very very bad review…And btw half the skins you sell…Would be good for prositutes that are vampires..Have a nice day :-)
[7:30]  You have muted this resident.

Here are my Top 3 tips for How to Ask  for a Refund:

1.  BE NICE! Ask nicely, and you might just get somewhere.

2. Always have your transaction number.  If you want me to pay you for your own stupidity, then the least you can do is dig out your transaction number.

3. Don’t be rude or threatening to someone you are asking money from – duh.

Enjoy x

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Mr. Professional and Charming

June 17th, 2010 Posted in Business, Customer Service, Reader Submission
39 Comments »

So today I applied to a club as a dancer – as you may well know, being an SL fashion/hair/skin addict can add up, so I was looking for some change on the side. The club, Ambrosia, doesn’t really play the music I like (a LOT of Nickelback and whatever new crap is on the radio) and it’s gesture city, but it has its pluses too. I sent in my application, and about 10 minutes later got messaged from the owner.

[2010/06/17 19:48] Phil Kearny: sounds interesting
[2010/06/17 19:50] Lila Corith: :)
[2010/06/17 19:50] Phil Kearny: rl age
[2010/06/17 19:50] Lila Corith: 26
[2010/06/17 19:50] Phil Kearny: do you have voice
[2010/06/17 19:50] Lila Corith: yes
[2010/06/17 19:51] Phil Kearny: super
[2010/06/17 19:51] Phil Kearny: call me

Wow, what a professional and charming guy right off the bat! His short answers and lack of greeting put me off, but I soldiered on (that new Pink Fuel skin is haunting me…) So I got on voice, and confirmed I was female. He asked about a gig I’m VERY proud to host, a burlesque show. It’s not a club, but a twice-a-week 90 minute show. He said I’d have to quit if I wanted to join Ambrosia- that ain’t happening, so I apologized… and he hung up on me. A minute later…

[20:06] Phil Kearny: PLEASE NOTE – DO NOT APPLY IF:
1. If you work for another club and don’t intend to quit
[20:07] Phil Kearny: just further proof that no one reads anymore
[20:07] Lila Corith: Sorry, the job is a twice a week set show time so I didn’t know it counted as a club
[20:08] Lila Corith: .. and I do read, I assumed a club was a dance club, not a show with set times
[20:08] Lila Corith: Sorry to waste your time
[20:09] Lila Corith: Awesome personal relations, btw
[20:09] Phil Kearny: nice jab\
[20:10] Phil Kearny: now youre muted and banned ashole
[20:10] Lila Corith: Great :)

Woot! I had already deleted Ambrosia from my landmarks and had no desire to return, but hey. I’m not sure what an “ashole” is but I doubt it’s a compliment.

I really did think a show was different from a club, and the time I could have given Ambrosia NOT filled with my hosting job would have been substantial. Instead, he lost what would have been a great employee and got Ruthed. Now, maybe you think I’m in the wrong with assuming my current job didn’t count- and that’s fine. With that in mind- was THIS the way to respond to it? His application makes a big deal out of typing well- when his own comes off poorly and lacks any personality. He could have easily said “Well I do count that as a club, but thanks for your time.” Then I probably would have returned to the club to tip away, and not have left with a bad taste in my mouth. Nice work!

I have to wonder if he’s like this in his RL business, if he has one (on the phone he sounded just as abrasive and off-putting.) Does he think it doesn’t matter in SL? Maybe it doesn’t, but people do talk. Online or off, we like to be treated with respect when we extend it, and a bad reputation ain’t good in any medium.

Thanks for reading. :)
Lila Corith

Editor’s Comment: This Phil Kearny guy sounds like a real tool. I wouldn’t want to work for someone who cannot complete a sentence. Consider yourself lucky Lila, and best of luck in your search or SLemployment! <3

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Endra Graves, who the hell do you think you are?

June 17th, 2010 Posted in Bitch Please, Business, Customer Service, Reader Submission
45 Comments »

This reader submission is hilarious, shocking, and possibly the worst behavior displayed by any store owner I’ve ever seen.

[2010/06/16 20:50]  Lani [name removed]: hi, do you have ay satellite stores?  For some reason, SL is saying your sim is an invalid parcel.
[2010/06/16 20:53]  Endra Graves: Evening Lani
[2010/06/16 20:54]  Endra Graves: I added you to the ban list till we had the opportunity to have a chat
[2010/06/16 20:54]  Endra Graves: Sorry for the confusion
[2010/06/16 20:54]  Lani [name removed]: Why would I be on a ban list?
[2010/06/16 20:54]  Endra Graves: Blogger
[2010/06/16 20:54] Lani [name removed]: I’m not a blogger.
[2010/06/16 20:54]  Endra Graves: Ive had some nasty run ins with bloggers, so wanted to talk to you
[2010/06/16 20:54] Endra Graves:
http://[removed].wordpress.com/
[2010/06/16 20:54]  Endra Graves: is on your profile
[2010/06/16 20:55]  Lani [name removed]: yes.  I own a store.  That is my store blog.
[2010/06/16 20:55]  Endra Graves: well then, we should be fine.
[2010/06/16 20:56]  Lani [name removed]: Right then.
[2010/06/16 20:56]  Lani [name removed]: have a good one.

After reading Lani’s email, I looked for Endra Graves in-world and saw this little gem in her profile picks:

Endra Graves

LOL!

She gives off a warm friendly vibe, doesn’t she?

Endra Graves

Note the “not interested in being blogged” part. She must have received a bad review somewhere, ohhh!

Endra Graves

“No other jewelry will ever look the same again.” Such a big claim, I had to go see for myself.

I couldn’t teleport to her main store parcel, so I tried the satellite store at Les Champs Elysees. Immediately upon arriving, I received this notecard:

Welcome to Artistry, PLEASE READ

Some things you need to know/understand about shopping here.

Child Avatars are ejected/banned on sight. No further notice will be given other than this notecard before ejection. This MATURE rated sim was chosen for this reason. Child avatars have no business being on a mature rated sim. There are many beautiful PG rated sims that will make you/them welcome.

This is a NO FLY sim. Please refrain from flying on the sim (fly has been turned OFF)

Please DO NOT tp your friends into the store. Hand them a landmark to tp in themselves. There is a forced landing point on the sim for a reason, AND we all want them to have their own LM so they can come back.

Appropriate attire is required. Artistry is an upscale jewelry store, catering to a high end clientelle. You WILL be asked to adjust your attire if you arrive looking like you should either be shopping on Zindra, or involved in the sexual goings on there. Indecent exposure is not tolerated here, if you would be asked to leave an upscale shop IRL in what you’re wearing, you will not be permitted to shop here wearing it.

Standing unresponsive in the store or BEING unresponsive in the store is not tolerated. This is how copybots/design theives behave. You WILL be ejected. Also, if you need to be AFK for more than 2 minutes for any reason, please tp out first.

When you land, MOVE FORWARD off of both the greeter and the landing point- rezzed or not- MOVE.

You are held accountable for knowing the behavior expected of you in this location. Your failure to read or abide by the guidelines in this notecard, or those on the sim covenant itself is simply “not my problem” I WILL enforce the above. For those who would say I have no right to tell you what you can or can-not do on MY sim, I will happily take YOUR notecard and abide by YOUR rules should I ever choose to venture onto YOUR property.

~Endra~
Artistry by ~ E ~

I bolded some LOL-worthy parts but the entire note is laughable.

And if you’ve made it this far, here is the goodies that you won’t be missing by not shopping at Artistry by E.

Endra Graves

Endra Graves

I know you don’t want to be blogged, Miss Endra Graves, but please consider this a public service to all residents in Second Life to avoid your store like the plague, just in case they’re not good enough to shop at your store. Or they own a blog. Or they stand still too long. Or they simply cannot follow one of your many rules.

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Lessons in Customer Service by RUTHED

June 2nd, 2010 Posted in Business, Customer Service, General, Reader Submission
88 Comments »

Welcome all to SL’s official *cough* Center for Virtual Business Customer Service Training.

Today we are going to review what NOT to do when dealing with customers during a sticky situation that we all have experienced: SoM failures and SoM re-deliveries.  We are going to give a wonderful example of customer service *FAIL* as provided by one of our beloved readers here at RUTHED and then finish with some ideas on what the designer could have done instead.

Today’s example includes a wonderful CS *FAIL* courtesy of the lovely and talented Katey Coppola of Glitterati.

Ah Katey, she is quite the darling of plurk and such an example of the new generation of overly emo, bitchy, pretentious designers that seem to be overtaking the fashion scene in SL.  She really was spot on emo in this situation as well.

Here is what our lovely reader provided us:

Hi Ruth,

let me first say that i LOVE your blog!

My Story :)

My friend, a Blogger, is in the Glitterati Group, she received a NC and 1 Giftcard, which is totally generous of the Glitterati owner. After reading the NC my friend noticed that there are supposed to be 2 giftcards in the package. So she IMed Katey Coppola (Glitterati Owner) to ask if there is a mistake in the NC…

Here is the NC text:
“Hello! :D

The idea is…
One for you, and one for your friend!

But if you keep both, I won’t judge you :P

Please note the following limitations on store card use…

- Store cards can not be redelivered from the subscriber terminal, or manually because of IM capping. I’m nice, not stupid, haha.

- Store cards cannot be used on collaboration products (Mudhoney items, CLICK items, Diamond room, pearls)

- Store cards cannot be used on single poses. This is due to the scripts in the pose stands. My apologies!

Please pass your friend this notecard also :D
<3 Katey“

So as I understand… there are supposed to be 2 giftcards… this is my friends log:

[2010/06/02 2:23]  You: Hello Katey! Thank you so much for the StoreCard! I read the note and there says there are 2 gift cards, but in my pack I received there is just one. Is this right, or is the NC false? Thank you for your time. :)
[2010/06/02 2:23]  Katey Coppola: i was redelivering one, because one in the first box was broken
[2010/06/02 2:23]  Katey Coppola: i really wish people would stop trying to squeeze more free stuff out of me, it’s getting exhausting
[2010/06/02 2:25]  You: uhm.. I dont get why you send gift cards then. I’m sorry if I have bothered you with my stupid question. thanks
[2010/06/02 2:25]  Katey Coppola: i send them because i’m generous, but please understand i’ve had over 600 people IM me or NC me trying to get MORE of it
[2010/06/02 2:27]  You: listen, in your NC you right there are 2 Giftcards. one for me and one for my friend. now you cant give me the fault that this system you have there is not working.
[2010/06/02 2:28]  Katey Coppola: lmao. did you read what  i said? i was redelivering a giftcard from the first sendout, where one didn’t work
[2010/06/02 2:28]  Katey Coppola: jesus. you got a free giftcard out of me
[2010/06/02 2:28]  You: bye
[2010/06/02 2:28]  Katey Coppola: can’t you understand how totally fucking exhausted i am by people trying to get MORE

My friend didn’t get the first delivery (group gift) AT ALL! So the owner should have inform in her group that THIS IS A RE-DELIVERY cause the first one wasn’t working. I don’t see the reason to get so rude to someone who shops in your store and blogs about u (free advertisement). She insulted my friend and accused her of begging for MORE when she only wanted to know why it says 2 in the NC and she only received 1.

Katey, Katey, Katey – this really was a customer service *FAIL* if ever I have seen one.  We understand you are tired at times but that’s not our problem particularly when it’s your SoM that screwed up!  You already knew that some people didn’t get the first delivery so why expect the worst?  If you’re that stressed out and tired, maybe logging out would have been a better solution vs dealing with the IM’s.  Here is an idea of  what may have been a more positive customer experience for both the blogger and for Katey:

[ the chat below is an example of customer service *WIN*, and not what was actually said]

[2010/06/02 2:23]  You: Hello Katey! Thank you so much for the StoreCard! I read the note and there says there are 2 gift cards, but in my pack I received there is just one. Is this right, or is the NC false? Thank you for your time. :)
[2010/06/02 2:23]  Katey Coppola: i was redelivering one, because one in the first box was broken
[2010/06/02 2:23]  Katey Coppola: i can understand though how the second note may have been confusing.  so here is a giftcard for you to use and thanks for being a customer.
[2010/06/02 2:25]  You: Oh wow thanks so much Katey and have a great day!

Well that’s it for today students.  But be sure and come back next week in which our customer service topic will be “how to handle a bad review with grace and dignity”.  Cheers!

shipment-of-fail

Do you have a story you want to share? Email us @ rutheddotcom@gmail.com!

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