2014 Rude Customer Service
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Transcript of 2014 Rude Customer Service
![Page 1: 2014 Rude Customer Service](https://reader036.fdocuments.us/reader036/viewer/2022092617/577cceb81a28ab9e788e321e/html5/thumbnails/1.jpg)
Olivia: [1:00:35 PM] Welcome to our real‐time support chat. How can I help you today?
Captain Walker: [1:00:35 PM] Please check my account. I cannot create masked cards.. because Im
being told that my account address is incorrect.. but I cannot find anything in my account to modify
my address.
Olivia: [1:00:41 PM] Hi Captain
[1:00:47 PM] One moment please
[1:01:50 PM] Unfortunately, at this time, UK and Canada users are unable to upgrade to premium
due to different AVS fraud checks between countries. We are looking to get this resolved asap. I do
apologize for the inconvenience
Captain Walker: [1:02:10 PM] I was not told that on sign up.
[1:03:14 PM] My account says Premium.. so I would expect all that premium offers for my £27
[1:03:38 PM] Seems unfair to take my money and not provide full benefits of Premium membership.
[1:03:51 PM] Yes ‐ and I fully understand the reason you provide now.
Olivia: [1:03:57 PM] It doesn't look like you were ever able to upgrade to premium
Captain Walker: [1:04:08 PM] Oh really..
Olivia: [1:04:11 PM] Did you try under a different email address, different from :
hoo.com
Captain Walker: [1:04:19 PM] huh
Olivia: [1:04:38 PM] Were you logged into that account when you went to upgrade to premium?
Captain Walker: [1:05:03 PM] does premium come with a masked phone number.
Olivia: [1:05:16 PM] it does, yes
Captain Walker: [1:05:24 PM] And I've got one!!
Olivia: [1:06:31 PM] You're right! I can see that you have a masked phone number, but it looks like
all of your upgrade attempts failed
[1:06:40 PM] Did you upgrade on your smartphone or tablet through the app?
Captain Walker: [1:06:43 PM] Wot!
[1:07:00 PM] Smartphone.
Olivia: [1:07:07 PM] Through DNTMe mobile?
Captain Walker: [1:07:16 PM] yep
[1:07:21 PM] and paid £27
Olivia: [1:07:46 PM] Okay, that's why. I do apologize for the confusion. In any case, masked cards are
for US users only, which is why you are unable to create a masked card
Captain Walker: [1:08:23 PM] Does you site (at this time) advertise that masked cards are for US
users only? That'll be a yes or a no.
![Page 2: 2014 Rude Customer Service](https://reader036.fdocuments.us/reader036/viewer/2022092617/577cceb81a28ab9e788e321e/html5/thumbnails/2.jpg)
Olivia: [1:09:01 PM] Yes
Captain Walker: [1:09:09 PM] Link.
[1:09:17 PM] I never saw it
Olivia: [1:10:02 PM] https://dnt.abine.com/#/help/faq/card_internationalMaskedCards
Captain Walker: [1:10:41 PM] That's a help file! You expect people sigining up to read helpfiles as
part of a contractual agreement? that's crazy
[1:10:47 PM] I'm not having it.
[1:11:09 PM] A condition of sale or service must list all conditions.
Olivia: [1:11:33 PM] Okay, well I'll happily pass your feedback along to our product team. I agree it
should be more transparent
Captain Walker: [1:11:48 PM] Not feedback.. I need a full refund now!
Olivia: [1:12:10 PM] You purchased through iTunes, correct?
Captain Walker: [1:12:11 PM] Your terms and conditions at point of sale was lacking on the detail
you provide now.
Olivia: [1:12:21 PM] I'd call that feedback
Captain Walker: [1:12:28 PM] I call that cheating.
Olivia: [1:12:30 PM] And I'll be sure that is passed along
Captain Walker: [1:12:43 PM] you can pass it along.. because you're not in charge..
Olivia: [1:12:53 PM] of course i'm not in charge
Captain Walker: [1:12:59 PM] get this.. refund ASAP ‐ full refund of £27
Olivia: [1:13:08 PM] you're extremely rude and i'm trying to help you. one moment please
Captain Walker: [1:13:24 PM] I've said nothing rude to you.
[1:13:44 PM] I'm telling you that your business has cheated.
[1:14:08 PM] You are disrespectful.. and provoking a fight to get out of this conversation quickly.
[1:14:18 PM] I'm asserting my statutory rights.
[1:14:23 PM] nothing rude in that.
[1:14:37 PM] You are factually not in charge.
[1:14:50 PM] so you have to pass it on because you factually have no choice.
[1:15:09 PM] The fact is that I demand a refund for breach of contract at point of sale.
Olivia: [1:15:19 PM] I understand
Captain Walker: [1:15:29 PM] Refund expected in full within 48 hours else I report this to my credit
card company.
![Page 3: 2014 Rude Customer Service](https://reader036.fdocuments.us/reader036/viewer/2022092617/577cceb81a28ab9e788e321e/html5/thumbnails/3.jpg)
Olivia: [1:15:38 PM] Because you purchased through iTunes, the refund has to go through iTunes
which is in their terms of service
Captain Walker: [1:15:54 PM] I purchased nothing through Itunes.
Olivia: [1:16:10 PM] Didn't you say you purchased on your mobile device?
Captain Walker: [1:16:18 PM] Yes.
Olivia: [1:16:21 PM] Was it an apple product or Android?
Captain Walker: [1:16:32 PM] I'm sure mobile device does not mean Apple.
[1:16:35 PM] now you ask..
Olivia: [1:16:50 PM] Yes, and which did you purchase through?
Captain Walker: [1:16:51 PM] you must learn to establish facts before hatching them.
[1:16:57 PM] My phone is Android..
[1:17:09 PM] Purchased through Google play
[1:17:13 PM] £27
Olivia: [1:17:31 PM] Okay, great.
Captain Walker: [1:18:00 PM] Screenshots taken of your whole site.
[1:18:18 PM] Let your bosses know that I am legally qualified.
[1:18:29 PM] In case they think I'm the average pushover.
Olivia: [1:18:33 PM] Will do
[1:18:41 PM] Talking with our mobile team to get your refund out
Captain Walker: [1:18:51 PM] good
[1:18:53 PM] Bye
Olivia: [1:19:00 PM] Have a fantastic day
Captain Walker: [1:19:11 PM] Yawwwn.