I got someone at Absolute fired ( Microbob long)

[bosoxfan]

With all the complaints about the customer service at Absolute lately, I thought I'd share my story.

I played at Absolute a lot for a little while and then stopped playing there. They called with the VIP package thing. Some cash, a bonus, freerolls, and a T-shirt. So I made a deposit and was told my shirt would arive in 3-4 weeeks.

After a little over 4 weeks I hadn't received the shirt and sent an e-mail to see if there was a delay. No response. I sent 3 more e-mail before I finally got this back:
[ QUOTE ]
Dear Craig,


I am really sorry about the very late reply; after I received your email I
contacted our marketing department and got a confirmation that is was sent and
after that I emailed our shipper to find out what exactly happened but as of yet
I have not received a reply from them which is why I have been holding on
replying to you; but, I realize that this was a mistake on my part. As soon as I
find out anything I will email you back and let you know. Again, I apologize for
my lack of response to your email.



Sincerely,

Alexandra
Team Absolute ~ VIP Services
"Continuing to be the Best and Most Trusted"
VIP@AbsolutePoker.com

[/ QUOTE ]

A week after this I still had not heard back so wrote again and got this back:
[ QUOTE ]
-----Original Message-----
From: andrew rideout <andrew@absolutepoker.com>
To:
Sent: Mon, 28 Nov 2005 16:10:06 -0800
Subject: Craig, your stuff is on the way


Your apparel was processed a few weeks ago and sometimes it can take up to six weeks. I apologize, but I personally sent the order to our shipping people for you so I will assure you that it is en route although I cannot give you an exact date or a tracking as it was sent regular mail and the USPS doesn?t do tracking numbers.
You are not dealing with a customer service person anymore, I am the manager of the reward points program and online store. I have just had your matter brought to my attention and you have my personal guarantee that I will expedite matters for you. I don?t like seeing disappointed players, so you have my word that the wheels are in motion.

Take it easy and good luck at the tables,
Andrew

[/ QUOTE ]

Two weeks after this I still had no shirt and had this exchange:
[ QUOTE ]
From:
Sent: Tuesday, December 13, 2005 6:05 PM
To: Support@AbsolutePoker.com
Cc: andrew@absolutepoker.com
Subject: Fwd: Craig, your stuff is on the way

My T-shirt: Day 60
see below

-----Original Message-----
From:
To: andrew@absolutepoker.com
Sent: Mon, 12 Dec 2005 19:44:39 -0500
Subject: Re: Craig, your stuff is on the way
My T-shirt day 59.
Hi, please see below for the origanal e-mail exchange I had regarding the T-shirt. Plaese note that I was origanally told, "Please allow us 3-4 weeks for delivery of your merchandise." Well 4 weeks was up 4 weeks ago and I'm still waiting for the T-shirt.

2 weeks ago you told me the order was processed a couple of weeks ago. I still have no shirt and I just realized that you told me the order was processed a couple of weeks ago(which would now be 4 weeks ago). I was told I'd have my shirt 4 weeks ago and that's when the order was processed? You also told me that 2 weeks ago it was en route via the USPS. I completely understand the tendency for the postal service to be slow but they are never this slow.

I guess my question is, will I ever get this t-shirt because I'm starting to seriously doubt it.

Craig

[/ QUOTE ]
[ QUOTE ]
-----Original Message-----
From: andrew rideout <andrew@absolutepoker.com>
To:
Sent: Wed, 14 Dec 2005 09:16:20 -0800
Subject: RE: Craig, your stuff is on the way


Please stop sending me your e-mails. You doing this will not magically make you shirt move faster in the mail.

-A

[/ QUOTE ]

[ QUOTE ]
-----Original Message-----
From:
To: andrew@absolutepoker.com
Sent: Wed, 14 Dec 2005 16:07:39 -0500
Subject: Re: Craig, your stuff is on the way


Wow, this is an absolutely fantastic attitude. Thanks for ignoring my other points about how the shirt should have been here 4 weeks ago. It's top notch customer service like this that sets your site apart from the others. I'm posting this exchange on the twoplustwo.com poker website of which I have been an active member for two years. When I find the e-mail address of someone in your organization higher than you they will also be receiving a copy of this. I can assure I will never play on your site again.

[/ QUOTE ]

I sent this with all the e-mails to the poker room manager.

[ QUOTE ]
From:
Sent: Thursday, December 15, 2005 2:15 PM
To: gian@absolutepoker.com
Subject: Fwd: Craig, your stuff is on the way


I'm very disappointed.

[/ QUOTE ]

[ QUOTE ]
Hi Craig,

If it is possible, I am in even more shock than you are. You have my personal guarantee that this employee will shortly no longer be working for Absolute Poker. This was a completely unacceptable response to your inquiries, and I extend my sincerest apologies.

I will also personally arrange for a replacement XL shirt and hat to be sent to you immediately.

Regards,

Gian Perroni
Poker Room Manager
AbsolutePoker.com


[/ QUOTE ]

So that's my way too long story. I'm really not proud to get someone fired right before Christmas if he really did get fired. My wife says they probably sit next to each at their desks laughing at my e-mails but maybe someone other than Stars will relaize customer service is important.

Thanks for reading...and I'm still waiting for my shirt.

[RollaJ]

"Thanks for reading...and I'm still waiting for my shirt. "
Thats the part they are laughing about /images/graemlins/smile.gif

[IggyWH]

I hate seeing things like this.

While the guy obviously didn't reply to you the way you wanted, he did say he was working on things several times in emails you sent. Since it's going thru someone else to get you the shirt, what more do you think this guy could have done?

Was his reply appropriate? No, but who knows what you said in the various emails that you sent. I'm sure they have a mailbox full of things more important than multiple emails from you about a shirt.

You got someone fired because of a freakin shirt. I hope you feel good about yourself. There was no need to throw someone under a bus just to get what you wanted.

Maybe I am being extremely naive, but I can't believe these places treat their customers with such indifference. Meh, if the Stars VIP program is even remotely appealing, I know where I will be spending the majority of my playing time.

And, no, I am not affiliated with PS in any way, shape, or form.

[JackOfSpeed]

Um, did the OP fire the guy? Iggy, if you're going to be mad at someone, be mad at Absolute for (apparently) firing someone over something so (in your words) insignificant. But, if I was Absolute, I'd probably fire the guy too. If you owned a restaurant and one of your waiters told a customer who asked repeatedly when his steak was coming (when it really had been unacceptably long time since he had ordered the steak) "Stop bothering me, it won't make your steak come out any faster," are you telling me that you wouldn't fire (or at least severely reprimand) the waiter?

I think if anyone should feel bad here it should be you, belittling someone whose only crime was pointing out an example of poor customer service. Don't shoot the messenger.

[ QUOTE ]
I hate seeing things like this.

While the guy obviously didn't reply to you the way you wanted, he did say he was working on things several times in emails you sent. Since it's going thru someone else to get you the shirt, what more do you think this guy could have done?

Was his reply appropriate? No, but who knows what you said in the various emails that you sent. I'm sure they have a mailbox full of things more important than multiple emails from you about a shirt.

You got someone fired because of a freakin shirt. I hope you feel good about yourself. There was no need to throw someone under a bus just to get what you wanted.

[/ QUOTE ]

[bosoxfan]

I think you're way off here. I didn't tell anyone to fire him or even that I thought he should be fired. The thing that was pissing me off was the lack of responses to my e-mails. His reply was the worst case of customer relations I had ever seen so I pointed it out to his boss. What he did from there was his choice.

[IggyWH]

My whole point was there was no need to throw someone under the bus. We've all had bad days and not a single one of us is perfect. Maybe I understand this more because I have worked many crap jobs in my life and still work them. Things aren't perfect and as much as places like to say customer service is #1, there's no way in hell you can please everyone.

Like I said, the guys reply was wrong. There was no need to throw the guy under a bus though when obviously the OP has no clue why he got such a response.

I had a similar situation once when working once at Kmart. I was working my department alone (which there was supposed to be someone else working with me) and I also had to cover 2 other departments from people calling off. I had 2 customers waiting on me, 2 people on hold on the phone and then I get my manager paging me. I was going completely insane trying to walk to a phone when a customer stops me from a different department and asks me for help. I give them a quick blowoff that I'll find someone to help them out (in my mind I said it nicely but apparently they didn't think so) and crap hit the fan. They flipped out and started demanding to speak to my manager. I eventually got into a shouting match with them... they didn't deserve it but from the stress of the day I had just snapped.

I got my manager to talk to them, she explained the situation, I appologized and then everything was cool. These were rational people and they understood the situation. In the end, my manager didn't even say anything to me about it.

My point of this all is the OP obviously doesn't know the situation. He found it quite easily to go over this guys head when he was ready to throw him under the bus. Why wait that long? Why throw the guy under the bus? All the OP had to say was they were having problems getting a shirt they were promised and I'm sure the same result would have happened.

[bosoxfan]

If the manager had spoke with the guy and the guy wrote me saying he had a bad day and was sorry, I would have been more than satisfied.

Um, I can't say whether the guy should've been fired or not, but you just don't do that in customer service. You just DON'T. OP had every reason to let someone else at AP know - it was Absolute who decided to fire the guy (if indeed they did)

If anything, you had more reason to be fired, what with the shouting match. I've been there (worked in a department store myself in high school), I know how it is. Sure, you can snap, but don't be surprised if you do get the boot - no matter how much of an asshat the customer is.

[IggyWH]

[ QUOTE ]
If the manager had spoke with the guy and the guy wrote me saying he had a bad day and was sorry, I would have been more than satisfied.

[/ QUOTE ]

I know I'm not winning this one with the masses and I really don't care. If I can change maybe 1 person, then it's worth it for everyone who works crap jobs now and in the future.

My thing is you have no clue on the history of this matter. We, on this forum, have no clue what you said in your multiple emails. I remember one instance I think with PS where a guy was bitching about them and posted a response from one of the CS guys that made the guy look like a complete ass. There was a lot of uproar in the thread as to how could a CS guy say that.

That CS guy came on this forum and posted the emails that were sent to him and it made everything clear. The OP of that thread was saying all kinds of nasty crap to the CS guy.

From the emails I see that you posted, the guy told you that it was out of his hands and he was trying to help you out. What more do you want? I can only imagine him getting multiple emails from you when he told you it was out of his hands and he was trying for you, till eventually he snapped on you.

[timprov]

I can only hope my recent conversation with support gets somebody fired this week. My feeling about Absolute is that they could be good if somebody came in and cleaned house. But too many people there are utterly incompetent.

[ QUOTE ]
I can only hope my recent conversation with support gets somebody fired this week. My feeling about Absolute is that they could be good if somebody came in and cleaned house. But too many people there are utterly incompetent.

[/ QUOTE ]

lol - but they have some snazzy new skins!!

/images/graemlins/grin.gif

[FlFishOn]

"...they probably sit next to each at their desks laughing at my e-mails ..."

Don't forget the high fiving when they hit the 'send' button.

[JackOfSpeed]

[ QUOTE ]
I know I'm not winning this one with the masses and I really don't care. If I can change maybe 1 person, then it's worth it for everyone who works crap jobs now and in the future.

[/ QUOTE ]
Dude. I have worked many a crap job myself. I have come awful close to losing my cool many a time in said jobs. But if your job is "Customer Service," and you treat a customer that poorly, you deserve to be reprimanded and/or fired. Period. If you have had a real tough job before, I can understand why you'd rush to this guy's defense, but I hope you understand that it is empathy and not rationality that is making you feel that way.

[GoblinMason (Craig)]

I woulda fired him. /images/graemlins/grin.gif

Thanks for posting...enjoy the shirt.

[IggyWH]

[ QUOTE ]
I hope you understand that it is empathy and not rationality that is making you feel that way.

[/ QUOTE ]

There's a little of both. We don't know what the OP said in his emails, but I'd be willing to bet from the way the post was written that the emails weren't filled with kind wishes (and the "they probably sit next to each at their desks laughing at my e-mails" all but sures that up for me). The CS guy gave an answer, yet the OP continued to bug the CS guy when it was made clear it was out of the CS guy's hands.

[1C5]

Working at Kmart stressful? People are in Iraq fighting, getting killed everyday and you get in a shouting match at Kmart with a customer because you had too many things going on?

OP did not "get" him fired. The email was stupid and was uncalled for. I would have done the same thing.

[IggyWH]

[ QUOTE ]
Working at Kmart stressful? People are in Iraq fighting, getting killed everyday and you get in a shouting match at Kmart with a customer because you had too many things going on?

[/ QUOTE ]

Great comparison, I forgot the part where I was yelling at the customer "I'm a soldier".

[bosoxfan]

[ QUOTE ]
There's a little of both. We don't know what the OP said in his emails, but I'd be willing to bet from the way the post was written that the emails weren't filled with kind wishes (and the "they probably sit next to each at their desks laughing at my e-mails" all but sures that up for me). The CS guy gave an answer, yet the OP continued to bug the CS guy when it was made clear it was out of the CS guy's hands.

[/ QUOTE ]

Maybe you should go back and read the post. When did he say it was out of his hands? I was writing to customer service and he came in and said he would take care of it. He said he sent it by the post office and when I didn't receive it after 2 weeks I wrote to find out what was going on.

The only e-mail I didn't post between me and the guy from the store was my reply to his origanal e-mail thanking him for taking care of it and saying it was the lack of responses to my e-mails that was troubling me more so than the shirt.

And it was my wife who made the laughing comment after the fact.

[metaxy6]

It does seem kind of odd to get so worked up about a shirt. But, if that's what's important to you, then they need to do something about it. The thing is, they were trying to WIN YOU BACK as a customer.

I agree that AP customer service is way below average.
I don't visit here all that often and haven't seen the other complaints, but I'm glad to know that others have noticed.

I actually sent an email to the same poker room manager a few days ago about it after getting poor response to a problem I submitted to customer service.

Here's the main thing - you submit a problem; you wait a day to get a totally generic response that, say, quotes the policy directly from the homepage but IN NO WAY addreses your specific problem;
you submit the same problem again explaining it even more detail;
you wait up to two days for a slightly more intelligent response;
repeat;
expect an especially long delay if they have to get in touch with other departments.

Admittedly, you find a similar pattern with a lot of sites, at least when it comes to the first "rebuff" response. But it's just every single time on AP and it's a real drag. They must hire their CSR's for their typing ability, because they seem to lack basic analytical and customer interaction skills.

[timprov]

[ QUOTE ]

Here's the main thing - you submit a problem; you wait a day to get a totally generic response that, say, quotes the policy directly from the homepage but IN NO WAY addreses your specific problem;
you submit the same problem again explaining it even more detail;
you wait up to two days for a slightly more intelligent response;
repeat;
expect an especially long delay if they have to get in touch with other departments.


[/ QUOTE ]

You must be thinking of Party. Add in at least three unanswered emails per step for Absolute.

I wouldn't allow myself to feel any guilt. The customer service rep. is responsible for getting himself fired (assuming that he was actually fired). His behavior was unacceptable. His job is to deliver quality customer service and he demonstrated an inability or unwillingness to meet the basic requirement of his job. Furthermore, management made the decision to (allegedly) terminate his employment. Management could have simply issued a warning or found an alternative solution short of firing him. Also, it's very possible he lost his cool on other occasions and your complaint just expedited his inevitable termination. Ultimately, you are only responsible for your thoughts and behaviors. The customer service rep made unfortunate choices and now he's reaping the harvest he has sown. In my line of work, if my behavior approximated his I would be fired on the spot. Quality customer service requires a degree of emotional control this representative couldn't or wouldn't sustain. I applaud your assertiveness and contribution towards improving customer service for online poker players. Most sites, including Party, Absolute, Paradise, Ultimate Bet, etc. could learn a lot from Pokerstars (especially supervisor Jeff at PS).

JeffreyREBT "Wherein I don't promise to make you rich without trying, or even trying very hard; I do promise to say things that will make you FEEL rich." /images/graemlins/grin.gif

[Mac]

I'm with Iggy, all this for a stinkin t-shirt.

I absolutely understand where you're coming from, (his response was way out of line) but I think your response was over the top. You'll probably think of that guy every time you put on the shirt!!

- Mac

[IggyWH]

"After a little over 4 weeks I hadn't received the shirt and sent an e-mail to see if there was a delay. No response. I sent 3 more e-mail before I finally got this back"

You said right there that you sent 3 emails before you got that response from him.

" I personally sent the order to our shipping people for you so I will assure you that it is en route although I cannot give you an exact date or a tracking as it was sent regular mail and the USPS doesn?t do tracking numbers."

What more does he have to say? He told you he sent the request and it was being processed but could give you no more information on it.

[timprov]

[ QUOTE ]
"After a little over 4 weeks I hadn't received the shirt and sent an e-mail to see if there was a delay. No response. I sent 3 more e-mail before I finally got this back"

You said right there that you sent 3 emails before you got that response from him.


[/ QUOTE ]

And you think that's ok? My confused.

[IggyWH]

[ QUOTE ]
[ QUOTE ]
"After a little over 4 weeks I hadn't received the shirt and sent an e-mail to see if there was a delay. No response. I sent 3 more e-mail before I finally got this back"

You said right there that you sent 3 emails before you got that response from him.


[/ QUOTE ]

And you think that's ok? My confused.

[/ QUOTE ]

Well, the guy already gave the OP the answer to his question. Why should he have to waste his time by answering the question over and over again. He sent the request to the shipping department but could give no more info on when or how long it would be to ship. What more do you want?

[timprov]

[ QUOTE ]

Well, the guy already gave the OP the answer to his question. Why should he have to waste his time by answering the question over and over again. He sent the request to the shipping department but could give no more info on when or how long it would be to ship. What more do you want?

[/ QUOTE ]

Here's what the OP says: "After a little over 4 weeks I hadn't received the shirt and sent an e-mail to see if there was a delay. No response. I sent 3 more e-mail before I finally got this back:"

It took him four emails to get any response at all. This is not after he'd gotten an answer.

Plus, a guy who's entire job is ARP and store manager ought to have time to figure out whether/when store packages have gone out. It is, after all, supposedly what he's being paid for.

[bosoxfan]

[ QUOTE ]
You said right there that you sent 3 emails before you got that response from him.

[/ QUOTE ]

I sent these e-mails to customer support. He's the manager of the store and came in after customer support had already replied.

By en route I assumed he was saying that it shipped. After 2 weeks I e-mailed him again and was getting frustrated that's why the sarcastic Day 59 title and the Day 60 title after he didn't respond.

It doesn't really matter you can think whatever you like. I just didn't like the fact that I felt I was being blown off.

[IggyWH]

[ QUOTE ]
It doesn't really matter you can think whatever you like. I just didn't like the fact that I felt I was being blown off.

[/ QUOTE ]

What you fail to see is you weren't blown off. You were given an answer. He told you exactly that the request had been processed, sent to shipping and he couldn't give you any more information. You kept nagging and nagging after he told you he couldn't give you any more information until the guy snapped.

[JackOfSpeed]

Where does the buck stop then, Iggy? If it was no longer this guy's responsiblity, he should have pointed the OP to the right contact place to figure out what the heck was going on.

[ QUOTE ]
[ QUOTE ]
It doesn't really matter you can think whatever you like. I just didn't like the fact that I felt I was being blown off.

[/ QUOTE ]

What you fail to see is you weren't blown off. You were given an answer. He told you exactly that the request had been processed, sent to shipping and he couldn't give you any more information. You kept nagging and nagging after he told you he couldn't give you any more information until the guy snapped.

[/ QUOTE ]

[bosoxfan]

Ok I'm beginning to think you have issues.

[DMBFan23]

[ QUOTE ]
I hate seeing things like this.

While the guy obviously didn't reply to you the way you wanted, he did say he was working on things several times in emails you sent. Since it's going thru someone else to get you the shirt, what more do you think this guy could have done?

Was his reply appropriate? No, but who knows what you said in the various emails that you sent. I'm sure they have a mailbox full of things more important than multiple emails from you about a shirt.

You got someone fired because of a freakin shirt. I hope you feel good about yourself. There was no need to throw someone under a bus just to get what you wanted.

[/ QUOTE ]

sorry bro, he sucks at his job and deserves it. if you're in customer service, your job is to be courteous to people. Whether it's a shirt, a freeroll, or a $5,000 cashout, you still need to be professional. I say good riddance.

[DMBFan23]

[ QUOTE ]
Why should he have to waste his time by answering the question over and over again.

[/ QUOTE ]

because that's his job?

[IggyWH]

[ QUOTE ]
Where does the buck stop then, Iggy? If it was no longer this guy's responsiblity, he should have pointed the OP to the right contact place to figure out what the heck was going on.

[/ QUOTE ]

True, he should have. When push came to shove though, the OP had no problems doing that himself. This brings me back to the whole point of throwing the guy under the bus. It just wasn't needed to nag the guy constantly after he gave you the answer, whether you liked the answer or not. EVentually, the guy cracked.

As I've said many times, I don't condone the cracking, but the OP does not have his hands clean in this whole matter.

As I said before, I knew fully well there's no winning here for me. Just be a little more respectable of the common man, especially the ones working the crap jobs. You need them a lot more than they need you.

Consider me out of this thread now...

[CountDuckula]

[ QUOTE ]
[ QUOTE ]
It doesn't really matter you can think whatever you like. I just didn't like the fact that I felt I was being blown off.

[/ QUOTE ]

What you fail to see is you weren't blown off. You were given an answer. He told you exactly that the request had been processed, sent to shipping and he couldn't give you any more information. You kept nagging and nagging after he told you he couldn't give you any more information until the guy snapped.

[/ QUOTE ]

Well, to start with, the CS rep lied. The USPS most certainly does do tracking numbers; I sent a package off a couple of months ago with one, and followed it until I knew it made it there. The CS rep should have talked to his manager and said, "Hey, boss, I've got an unhappy customer here; what can we do for him?" I've been in CS myself, and you never, ever let something like this go on without raising it to a higher level, if you can't deal with it yourself. And you certainly do not blow off a customer that way. Anyone who deals with customers should have "The customer is not an interruption to our business, the customer is our business" firmly embedded in his brain.

This wasn't nagging, this is a customer with an unfulfilled order being given the runaround. The CS rep here deserved to be reprimanded at the very least, and if this was part of a pattern of behavior, fired. But it was Absolute's prerogative to handle it, and the OP has nothing to be ashamed of.

-Mike

[ QUOTE ]

Consider me out of this thread now...

[/ QUOTE ]

In my best Columbo voice, "uh, one more thing, sir,"

You have to admit, weird way of treating a customer you tracked down to offer a VIP package to. I mean, these guys can't be so incompetent that they don't realize the rep they are earning regarding their customer service (including RB payments).

[JackOfSpeed]

Yea, I guess there's nothing really more to say, but I find your holding on to this position mind-boggling. It's inappopriate, right? The OP wasn't throwing anyone under the bus, right? Yet "the OP's hands aren't clean?" WTF?

Iggy, most of your posts on 2+2 are hilarious and worthwhile, but you're out in left field on this thread. Sorry bud.

[ QUOTE ]

As I've said many times, I don't condone the cracking, but the OP does not have his hands clean in this whole matter.

As I said before, I knew fully well there's no winning here for me. Just be a little more respectable of the common man, especially the ones working the crap jobs. You need them a lot more than they need you.

Consider me out of this thread now...

[/ QUOTE ]

Ditto. Other than simply being rude for no reason, it's unacceptable to treat customers like crap. But I guess low wage CSRs don't really care about their jobs anyway.

For all we know, he is now a full time AP prop player, on the lookout for the OP, who I am sure has long since left Dodge.
/images/graemlins/wink.gif

Lesson for the CS Rep: You can say anything you want, and deny it if questioned, but whatever you say in an e-mail is forever!

[BradleyT]

It's especially bad that this was said via E-mail. I can understand getting a bit testy in person or on the phone and blurbing out something that shouldn't be said, but come on, the dude was replying to an e-mail. That's the easiest form of communitcation in the world where you can just "grin and bear it".

[Synergistic Explosions]

Write off the f###ing shirt and get on with your f###ing life.

[ QUOTE ]
Write off the f###ing shirt and get on with your f###ing life.

[/ QUOTE ]

I think the thread can be closed now.

/images/graemlins/cool.gif

[UATrewqaz]

Why am I picturing the OP dancing on the grave of the fired employee swinging the shirt over his head like a helicopter?

[ QUOTE ]
Why am I picturing the OP dancing on the grave of the fired employee swinging the shirt over his head like a helicopter?

[/ QUOTE ]

Nice image, but one thing. You're assuming he will get his shirt.

[lighterjobs]

well, if it was something like a tshirt that i would never wear i wouldn't have taken it this far in this first place. but at least you pointed out to the head guy at absolute how bad their support sucks. maybe now someone will be hired to make sure the support team actually be worth a [censored].

at least you're mark seif bobblehead doll wasn't lost somewhere in the mail.

[Freudian]

It's a bloody t-shirt. How do you have the patience to even bother writing mails about it?

[Reef]

I would've handled the situation in the same manner as OP

[MicroBob]

I got a shirt and hat from AP a couple years ago.

They aren't exactly "all that".


I don't think the OP acted out of line.
But on the smaller items I just usually wait it out and let them send it to me and don't care about the delay.
I've ordered books from the Stars FPP store or UB point store and other places where the deliver was much longer than what I was originally told.
I never wrote and didn't care. I assumed it would get to me eventually...and if it never did it was just a book or a t-shirt or whatever.


Now...when it came to something like the TV that I got from Empire or the tickets for the cruise that were really late from Party...I was on them quite a bit pretty much wanting to know EXACTLY when the items would arrive.

[dibbs]

Got a man fired over a hanes t shirt with an ugly screenprint on it? Damn.

Granted, his stop sending emails reply was surprisingly curt and snippy.

I imagine he got a lecture instead of being fired, but I dont claim to be too well versed in how such things work.

[illunious]

[ QUOTE ]

Well, to start with, the CS rep lied. The USPS most certainly does do tracking numbers; I sent a package off a couple of months ago with one, and followed it until I knew it made it there.


[/ QUOTE ]

Tracking is an optional thing at USPS. Expecting them to use USPS tracking on a worthless little shirt is silly.



I can't believe this thread went so long without someone saying "All this for a shirt???". I can't believe OP 1 - would want to wear an Absolute Poker shirt in public, 2 - would email support (multiple times) about it, 3 - posted this on 2+2, 4 - thinks someone needs to be fired, 5 - still wants the shirt.

[MicroBob]

i agree that all this for a shirt is silly.

but OP never thought anyone should be fired for it.

[Beer and Pizza]

Don't assume that this guy is getting fired. When I worked in a customer service role, one of our tricks was to tell angry customers things like this to make them feel better. You feel great because you think your efforts had a big impact on the business. Meanwhile, I "fire" my friend a couple times a year and my friend "fires" me a couple times too, and you and the other angry customers stop bugging us so much.

[GrannyMae]

[ QUOTE ]
replacement XL shirt

[/ QUOTE ]

less potato chips

http://users.pandora.be/eforum/emoticons4u/crazy/1293.gif

[ QUOTE ]
[ QUOTE ]
replacement XL shirt

[/ QUOTE ]

less potato chips

http://users.pandora.be/eforum/emoticons4u/crazy/1293.gif


[/ QUOTE ]


An XL hanes T-shirt will fit almost any averaged sized guy

[AustinDoug]

This is too much work for a t-shirt that most people would have the good sense not to wear in public.

[Adam22]

iggy, you are a dumb [censored]. this guy deserves to be fired more than anyone else on earth.

[theblitz]

LOL.

Reading your post reminded me that I never received my apparel that I won on a freeroll.
Gonna e-mail them AGAIN and see what happens.

[TylerD]

[ QUOTE ]
It's a bloody t-shirt. How do you have the patience to even bother writing mails about it?

[/ QUOTE ]

[IndieMatty]

that is a lot of typing for a lame poker t-shirt

[tonypaladino]

[ QUOTE ]
[ QUOTE ]
[ QUOTE ]
It doesn't really matter you can think whatever you like. I just didn't like the fact that I felt I was being blown off.

[/ QUOTE ]

What you fail to see is you weren't blown off. You were given an answer. He told you exactly that the request had been processed, sent to shipping and he couldn't give you any more information. You kept nagging and nagging after he told you he couldn't give you any more information until the guy snapped.

[/ QUOTE ]

Well, to start with, the CS rep lied. The USPS most certainly does do tracking numbers; I sent a package off a couple of months ago with one, and followed it until I knew it made it there.

[/ QUOTE ]

The only tracking is for registered mail. I don't think Absolute wants to pay an exra $7.50 for each package it sends. Delivery Confirmation is not "tracking". It offers no transit information, only confirmation point status.

</nit>

[primetime32]

[ QUOTE ]
that is a lot of typing for a lame poker t-shirt

[/ QUOTE ]

[jman220]

Before I totally pounce on Iggy like the rest of the thread, I would like to see a transcript of the emails that you sent to the CS rep as well. Most likely, I agree with you and everything else that has been said, this shouldn't stand (although, its a t-shirt that you shouldn't ever wear in public either). But I do want tos ee what you sent him that led up to that response.

[bosoxfan]

[ QUOTE ]
I would like to see a transcript of the emails that you sent to the CS rep as well.

[/ QUOTE ]

I only have the last of the 4 I sent to customer support here is the exchange:

[ QUOTE ]
Dear Craig,


I am really sorry about the very late reply; after I received your email I
contacted our marketing department and got a confirmation that is was sent and
after that I emailed our shipper to find out what exactly happened but as of yet
I have not received a reply from them which is why I have been holding on
replying to you; but, I realize that this was a mistake on my part. As soon as I
find out anything I will email you back and let you know. Again, I apologize for
my lack of response to your email.



Sincerely,

Alexandra
Team Absolute ~ VIP Services
"Continuing to be the Best and Most Trusted"
VIP@AbsolutePoker.com

Refer your friends to Absolute Poker today and we’ll hand you some FREE cash.
See www.absolutepoker.com/promotionsReferAFriend.asp (http://www.absolutepoker.com/promotionsReferAFriend.asp) for more details!

--Original Message--
From:
Date: 11/21/05
To: VIP@AbsolutePoker.com
Subject: Re: Absolute Poker Exclusive Bonus Offer [#1214100]

Hi, this is the 4th e-mail I have sent and have yet to receive a response. It
started as not a big deal but now I'm getting very aggravated. I simply wanted a
update on the promised T-shirt which has still not arrived.

The shirt isn't the main issue here it's the lack of a response to my e-mails.
The customer service is the strongest thing you had going for your site. I have
cashed out and will not play at your site again until you can at least give me
the courtesy of a reply to any of my 4 e-mails.

Craig



[/ QUOTE ]

[pokeraz]

[ QUOTE ]
Don't assume that this guy is getting fired. When I worked in a customer service role, one of our tricks was to tell angry customers things like this to make them feel better. You feel great because you think your efforts had a big impact on the business. Meanwhile, I "fire" my friend a couple times a year and my friend "fires" me a couple times too, and you and the other angry customers stop bugging us so much.

[/ QUOTE ]

I'm with B&P here. I'd dollars to doughnuts the guy didn't get fired. They were tired of getting hassled over a t-shirt and decided that was the best way to placate you.

[jman220]

[ QUOTE ]
[ QUOTE ]
I would like to see a transcript of the emails that you sent to the CS rep as well.

[/ QUOTE ]

I only have the last of the 4 I sent to customer support here is the exchange:

[ QUOTE ]
Dear Craig,


I am really sorry about the very late reply; after I received your email I
contacted our marketing department and got a confirmation that is was sent and
after that I emailed our shipper to find out what exactly happened but as of yet
I have not received a reply from them which is why I have been holding on
replying to you; but, I realize that this was a mistake on my part. As soon as I
find out anything I will email you back and let you know. Again, I apologize for
my lack of response to your email.



Sincerely,

Alexandra
Team Absolute ~ VIP Services
"Continuing to be the Best and Most Trusted"
VIP@AbsolutePoker.com

Refer your friends to Absolute Poker today and we’ll hand you some FREE cash.
See www.absolutepoker.com/promotionsReferAFriend.asp (http://www.absolutepoker.com/promotionsReferAFriend.asp) for more details!

--Original Message--
From:
Date: 11/21/05
To: VIP@AbsolutePoker.com
Subject: Re: Absolute Poker Exclusive Bonus Offer [#1214100]

Hi, this is the 4th e-mail I have sent and have yet to receive a response. It
started as not a big deal but now I'm getting very aggravated. I simply wanted a
update on the promised T-shirt which has still not arrived.

The shirt isn't the main issue here it's the lack of a response to my e-mails.
The customer service is the strongest thing you had going for your site. I have
cashed out and will not play at your site again until you can at least give me
the courtesy of a reply to any of my 4 e-mails.

Craig



[/ QUOTE ]

[/ QUOTE ]

Ok, well if all the emails you sent were at that level of respect, then yeah, you did nothing wrong at all and the guy deserved to be fired.

I would have fired you for your [censored]-up at K-Mart, too.

[shant]

[ QUOTE ]
Working at Kmart stressful? People are in Iraq fighting, getting killed everyday and you get in a shouting match at Kmart with a customer because you had too many things going on?

[/ QUOTE ]
LOLOL

[WLVRYN]

[ QUOTE ]
[ QUOTE ]
that is a lot of typing for a lame poker t-shirt

[/ QUOTE ]

[/ QUOTE ]

At some point it becomes more than just a T-shirt. I had an issue with them a couple of months back that my ARP points werent tabulating correctly. I emailed them, posted in their forums, and emailed some more. Finally after 13 emails to the poker room manager and support and over a month, the issue was resolved. It wasnt a bunch of points (and I dont need any bobblehead dolls), but it was the fact that I was getting blown off and was getting pissed about it, so I made it a point to get those damn points. Think about it if it were more than a T-shirt (refer to Nate Dog and MyTurn2Raise's problems lately) and part of your bankroll was tied up and that jackass gave you the same reply. I'm sure you'd try to climb through your internet connection and strangle him. There's no excuse for behavior like that. That's why Toyota and Honda kick Ford and GM's ass (and why Pokerstars rules), because they care about their customers.

[uncleshady]

I agree with the "fire the employee to make the custoemr shut up" line. Ive fired many of my coworkers and in turn they have fired me back as well. Its a game customer service plays with people so they will leave them alone. The real test would to send andrew or whatever his name is an email from a different address with a legitimate problem and see if he replies.

[Vuron00]

[ QUOTE ]
I agree with the "fire the employee to make the custoemr shut up" line. Ive fired many of my coworkers and in turn they have fired me back as well. Its a game customer service plays with people so they will leave them alone. The real test would to send andrew or whatever his name is an email from a different address with a legitimate problem and see if he replies.

[/ QUOTE ]

I work for a very major company with thousands of customer service reps. If one of our reps responded like this in an email, they would be gone. It doesn't matter what the customer put in the previous emails, there is no excuse for any CSR to respond to a customer like this.

99% of our customer service is done on the phone. The CSR gets people cussing at them, threatening them, and other great things, but they are only allowed to hang up on them after warning them more than once and they better be able to prove that they did if they hang up.

Customer service reps are the only contact with a company that many customers ever have and those transactions become the basis of how customers view your company.

The guys deserved to be fired and probably was.

[bwana devil]

[ QUOTE ]
At some point it becomes more than just a T-shirt.

[/ QUOTE ]

oh jeez you just reminded me of my war against blockbuster. about 7 years ago i rented a movie from them a returned it on time. a week later i got a postcard saying i had a late fee for the movie. i wrote a letter that day to the manager of the store and addressed it to him personally and told him the day i brought it and which employees were working that day.

(i used to work in a video store in college so i know mistakes happen.)

a few days later i called the store and asked about the charge. the employee said, "no charges on your account." i thought "oh great." and went on about my business.

at the end of the month i got a credit card bill and found out i had been charged for the late fee. yes, the store charged my credit card that's why the employee said there was no late fee. so the manager of the store not only decided to charge my account, he decided not to call me about it and ignore my letter completely.

i called the store and the manager didnt return my call after several days.

i wrote a letter to blockbuster headquarters to tell them what happened and told them to cancel my account. i wrote a letter to the better business bureau. i called the credit card company and had the charges reversed and canceled my credit card. all that over a $4 late fee. pretty stupid but it wasnt about the late fee any longer.

seven years later and i have not rented from blockbuster. btw i never even heard back from blockbuster headquaters.

bwana

[pistol78]

[ QUOTE ]
[ QUOTE ]
Where does the buck stop then, Iggy? If it was no longer this guy's responsiblity, he should have pointed the OP to the right contact place to figure out what the heck was going on.

[/ QUOTE ]

True, he should have. When push came to shove though, the OP had no problems doing that himself. This brings me back to the whole point of throwing the guy under the bus. It just wasn't needed to nag the guy constantly after he gave you the answer, whether you liked the answer or not. EVentually, the guy cracked.

As I've said many times, I don't condone the cracking, but the OP does not have his hands clean in this whole matter.

As I said before, I knew fully well there's no winning here for me. Just be a little more respectable of the common man, especially the ones working the crap jobs. You need them a lot more than they need you.

Consider me out of this thread now...

[/ QUOTE ]

This is exactly the type of poor attitude that leads to poor Customer Service. I must respectfully disagree with your entire line here.

Customer Service is an art. YOu must be in your A game all the time. By all means it is not easy, however one must expect working CS that customers such as the OP will come every so often. For, if customers never had problems, there would never be a need for CS.

Furthermore, saying that the people working crappy jobs need us more then we need them is crap. If that was the case then why would they take a crappy job in the first place.

You are the type of CS agent that goes to work every day and expects me to feel sorry for you. NOPE. Won't happen.

I am the cutomer, KEY WORD: CUSTOMER, If you are having a bad day, I really don't care, you know why? Becasue if I am coming to you, that means that I am having an even worse day, because of your company. And since you represent that company as one of its agents you need to help me out. Not the other way around.

CS is not for every one, you need to be be able to deal with copmplaints ALL the time. If you cant then its time to look for a diffrent job.

Also, flamming the OP becasue "he got an asnwer, even if it was not the one he wanted to hear" is just plain bad.

I can't believe you have a CS job, because you are not fit for it.

[RunDownHouse]

I too was promised that VIP package and never received it. My response was not to play on AP anymore.

Maybe I'll send them an email though. And a link to this thread.

[Art Vandelay]

[ QUOTE ]
I hate seeing things like this.

While the guy obviously didn't reply to you the way you wanted, he did say he was working on things several times in emails you sent. Since it's going thru someone else to get you the shirt, what more do you think this guy could have done?

Was his reply appropriate? No, but who knows what you said in the various emails that you sent. I'm sure they have a mailbox full of things more important than multiple emails from you about a shirt.

You got someone fired because of a freakin shirt. I hope you feel good about yourself. There was no need to throw someone under a bus just to get what you wanted.

[/ QUOTE ]

I work in a tech support/customer service department. Granted this is for a medical device company so much more is at stake but if I ever even thought about telling one of our customers "stop bugging me, it won't get things done any faster" I would be canned on the spot. Whether or not the request is important in your eyes is irrelevant, you are a representative of a company and replying in that fashion is highly disrespectful and unprofessional. That clown should be canned whether it was over a tshirt or 50k.

[Piers]

[ QUOTE ]
With all the complaints about the customer service at Absolute lately, I thought I'd share my story

[/ QUOTE ]

If he really was fired I doubt it was a first offence.

[willie]

eh

dude it's a t shirt for crissakes- why you gonna fly off the handle?

i think you kinda went a bit far.

[eviljeff]

[ QUOTE ]
It's top notch customer service like this that sets your site apart from the others.

[/ QUOTE ]

this made me lol

[boscoboy]

the only fitting end to this saga will be if the CSR tracks you down and hangs you with your new t-shirt. enjoy!

[Alobar]

[ QUOTE ]
My whole point was there was no need to throw someone under the bus. We've all had bad days and not a single one of us is perfect. Maybe I understand this more because I have worked many crap jobs in my life and still work them. Things aren't perfect and as much as places like to say customer service is #1, there's no way in hell you can please everyone.

[/ QUOTE ]

I cant for the life of me figure out why you are still working crappy jobs (love the plural) You obviously know whats what. You should have easily risen to the top by now.

Good Job you provoked an idiot into making an assumption,

The USPS does a really good job and I have never had a problem with them.On the other hand I am still looking for the 30000 AP points lost in thier store.

[bosoxfan]

Just a quick update. Gian from absolute sent me via UPS a t-shirt, polo shirt, and a hat.

Damn. I saw the title and I hoped it was the guy who designed their software.

Well, try, try again...

[CORed]

[ QUOTE ]
"After a little over 4 weeks I hadn't received the shirt and sent an e-mail to see if there was a delay. No response. I sent 3 more e-mail before I finally got this back"

You said right there that you sent 3 emails before you got that response from him.

" I personally sent the order to our shipping people for you so I will assure you that it is en route although I cannot give you an exact date or a tracking as it was sent regular mail and the USPS doesn?t do tracking numbers."

What more does he have to say? He told you he sent the request and it was being processed but could give you no more information on it.

[/ QUOTE ]

So what you're saying is that once a customer service rep has told you that he has taken care of the problem, and given an estimated delivery date, the estimated delivery date has passed and then some without the merchandise arriving, that there is something wrong with asking again? And that getting no response to three emails and then a rude response to the fourth is reasonable customer service? You must really like getting screwed over.

[IggyWH]

/images/graemlins/smile.gif

Just to make it clear, I wasn't being serious here. I was bored and no new threads were popping up so I figured I'd get this one rolling.

About the only thing I was honest on was the fact that you didn't have to throw the guy under the bus. I, personally would have just went over his head to start but to each his own.

[ QUOTE ]
:)

Just to make it clear, I wasn't being serious here. I was bored and no new threads were popping up so I figured I'd get this one rolling.

About the only thing I was honest on was the fact that you didn't have to throw the guy under the bus. I, personally would have just went over his head to start but to each his own.

[/ QUOTE ]

BS.

[IggyWH]

LOL, I was seriously goofing around. I went out of town that next morning and had to get in my dose of 2+2 before I left (since my hotel didn't have internet connection). My thread in the sporting events forum died, so I needed a new one, and this thread was the lucky one.

[NateDog]

My cashout from Absolute has finally reached my Neteller. I will never play there again, and will strongly advise others not to as well. In all seriousness, Party's horrible CS is a lot better than what Absolute's has become of late.

Absolute's phone # for those of you wishing to speak with someone directly is 800-471-1970. Richard Frost is the assistant poker room manager, and Gian Perroni is the manager. Don't even bother with the CSR level, you won't get anywhere. Emails don't get answered there either.

Nate

[Keith Fellmy]

[ QUOTE ]
You got someone fired because of a freakin shirt. I hope you feel good about yourself.

[/ QUOTE ]

I think he is proud...look at the title of the thread. I am sure he had a boner when he got the email about the guy not working there much longer. I'll bet he had a boner when he was putting together this post.