Eturtle, ya, they lie.
As for the rest, Lorem ipsum snorum forum.
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Eturtle, ya, they lie.
As for the rest, Lorem ipsum snorum forum.
Is it too long ago to go back and ask a second time? It may very well be that the internal rules require no refunds be issued as a first response, but refunds will be awarded on the second contact on the same issue, which may elevate the response to someone above the front-line support person who DOES have that authority.Quote:
Originally Posted by Eturtle
Ever tried to to get a change or refund out of [A specific really big cellular provider]? Their first two lines of customer service reps cannot issue refunds, but the third level in the customer service management structure CAN. An RBCP person customer service exec I knew personally shared this with me about 10 years ago (so this policy may be out of date)
Their studies of consumer behavior showed that 70% of RBCP customers refused a refund at the first level, who didn't escalate their issue to press for a refund, stayed with RBCP despite no refunds.
Over half of those who pressed to the second level also accepted No without switching service providers.
BUT - of those 10-15% of customers who were persistent enough to get through the second level of refusal (not easy -- MULTIPLE time consuming contentious phone calls and emails required), over 90% of them would take a financial penalty and change service providers if they did not get a refund. If they DID get a refund, almost 95% would stay with RBCP through the end of their contracts, and only a handful would take a financial hit to change service providers.
AND the vast majority of those who got the refund at the 3rd level would renew their contracts with RBCP, especially if given a "good customer" retention bonus offer 6 months before their contracts expired.
So RBCP changed their customer service metrics so that those persistent folks got refunds -- and ONLY those persistent folks got refunds. It made a DRAMATIC difference to the amount of money RBCP paid out in refunds, -- BILLIONS OF DOLLARS -- while not "wasting" money on refunds to customers who weren't going anywhere anyway if refunds were refused.
Woke up the other week to 80 diamonds missing. Did not accidentally spend it. Was informed by hoodie that diamonds go missing for some, after maintenances. 80 diamonds is roughly $2. I decided to eat it and chalk it up as a loss rather than dealing with support. I'm paying close attention to my stash...if it happens again, I'll have a nice, long, friendly convo with SC's legendary support team...
I "lost" 200 diamonds once. I wrote to support I was told no refund. I wrote again and insisted there would be no way I spent 200 diamonds without being aware of it. Again the same response. I followed up with numerous emails. I finally got a response that I had spun the wof to the tune of 200 diamonds. I asked them to please look at my wof spinning record and take note that I do not ever spin over 3 times TOPs!! They looked and still said no refund. I insisted and persisted. It took about a month of writing and pestering support but I was finally refunded my diamonds. It takes persistence and pestering to get anything done with support anymore. They are anything but supportive.
Write them. Don't stop writing them till you get a cohesive non cut and paste response. Don't ever give in to the "it is your fault" philosophy. I knew I didn't spend 200 diamonds spinning the wof.
My experience is the first time I made an error, by a diamond decoration purchase they gave me a refund; just requested the accidetanl purchase was put into the 'shop storage' so they could remove it.
But on a second accidental purchase, despite several messages as to why I believe I should get a refund I never did.
At the end of the day we all have these problems due to a lack of confirmations, they exist in some; but not all areas. That is frustrating, you get a false sense of security knowing they work in some areas; but a rude shock when they don't elsewhere.
Received another missive from "support."
Caught them in yet another lie.
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Quote:
Originally Posted by snakiddy
Keep at 'em.
good luck!