They Don’t Know Jack

, , , , | Right | January 1, 2010

Customer: “This negative customer feedback uses someone’s name, so it should be removed.”

Me: *reading the comment* “Ma’am, the customer said, ‘Paying extra for shipping didn’t do jack.’ ‘Jack’ refers to a phrase, not a name.”

Customer: “Well, I’ve never heard that before. You say it’s a phrase, but to me it’s a name, and that’s personal information, and it should be removed.”

Me: “Well, is there someone in your organization named ‘Jack’?”

Customer: “No, there isn’t. I don’t know where she got that name from, but she’s up to something and you’re letting her get away with it!”


This story is part of our Tongue-Tied Customers roundup!

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Delivery Failure: Sender Too Stupid

, , , | Right | May 13, 2008

Customer: “So it says ‘message sent’… does that mean it’s been sent?”

Me: “Yep.”

Customer: “Oh okay. So they should receive that, then?”

Me: “Yep.”

Customer: “Okay. And I mean, if they received it, will they get back to me right away?”

Me: “Well, it depends how long it takes them.”

Customer: “Oh. So how do I know if it’s sent?”

Me: “It says ‘message sent’ on the screen.”

Customer: “Oh okay. So when should I expect a reply?”

Me: “…”

(Unfortunately, this isn’t the first time this routine has been carried out, with the same person.)

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