Right Working Romantic Related Learning Friendly Healthy Legal Inspirational Unfiltered

Email Fail, Part 32

, , , , , | Working | July 7, 2021

Out of the blue, I receive the following email from “service.call.planning” at a well-known home appliance manufacturer’s email address.

Manufacturer Email: “Good afternoon. I have tried to contact you today regarding a visit for your hob, but unfortunately, I was not able to leave a message or speak to you directly. Due to the fact our technician requires parts for the repair, I have rescheduled the appointment for [date]. If for any reason this date is not suitable, please do not hesitate to contact us using the number below.”

It doesn’t look like the usual spam or a scammer. They are clearly trying to contact someone and repair their hob. This customer’s email address is probably similar to mine, as my email address contains a common name.  

I am not the customer they are looking for, though. I am fairly certain of this, not just because I do not need a hob repair, but also because the phone number and web address provided are in the UK; I am in Sydney, Australia.

I do a quick search, and the website and phone number seem legit. I decide to be helpful. However, I have noticed I am usually quite verbose, so I decide to stick just to the relevant facts and requested actions in my reply.

My Email: “Good morning. I believe you have the wrong email address. Would you kindly check your records, please? Kind regards.”

I receive the following response.

Manufacturer Email: “Good morning. Thank you for your following email. I can confirm we have the following address details.”

In their email to me was a screenshot of the full database details of their UK customer, including name, residential address, phone number, and mobile phone number! And, of course, MY email address.

I sent as stern a response as I could manage, letting them know that I had not asked for this information and was upset that they’d sent it to me. I pointed out that they had done the equivalent of receiving a not-at-this-address response, addressing a new letter to the same address, and enclosing a customer’s personal information, except that I did not have the option of returning it unopened. This time, I explicitly requested that they delete my email address from their records. They sent a suitably apologetic response and agreed to do so, and said they’d train the agent responsible for this exchange.

Looking back, I can kind of see how “You have the wrong email address” could have been interpreted as, “I am your customer and you have my email address wrong,” if I hadn’t been EMAILING them from that very address!

Email Fail, Part 31
Email Fail, Part 30
Email Fail, Part 29
Email Fail, Part 28
Email Fail, Part 27

Question of the Week

Has a customer ever tried to cross you and lived to regret it? What happened?

I have a story to share!