I got someone at Absolute fired ( Microbob long)

[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.

[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.

[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

[GoblinMason (Craig)]

I woulda fired him. [img]/images/graemlins/grin.gif[/img]

Thanks for posting...enjoy the shirt.

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." [img]/images/graemlins/grin.gif[/img]

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.
[img]/images/graemlins/wink.gif[/img]

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".