Example of brilliant customer care
My sister, she of the legs that goes on forever (one thing we have in common), does a lot of shopping online for pants and jeans. Some of her shopping is done at a web store called Baby Phat.
Now, the process of becoming a customer there is a little more that just a tiny bit complicated. She gave me a run-down of a long list of things they demanded of her, including faxing a copy of her drivers license to them.
Her Internet provider got bought up by a larger company, a few months back. One of the changes is a new email addy. My sister, dutifully, shot of an email to Baby Phat's customer care informing them of this turn of events, and asked if they could please see fit to change her contact information to include this new addy. Their response? She has to call them, as per their routines, they can't do this just from an email being sent (which is usually how everyone else does it), she has to call them, in the US on a 1-800 number in order to make that particular change.
Firstly, she's in Norway! A minimum of 6 timezones away, depending on what coast they're located on, she could be a few more timezones away than that! Secondly, 1-800 numbers are not free to call from Norway. My sister only has a cellphone, and dialing the US from a cellphone, is anything but cheap!
My poor sister is now frustrated beyond belief, and at her wit's end. She has commandeered me to help her compose an email that she can paste into whatever replies she gets from them, because - and this is a doozy that is strictly forbidden at most customer care departments - they delete the entire mail history when they reply. Everything she's put into the mail, is gone when the reply arrives. Result? She has to rewrite her entire request and their responses in order for the next person at Baby Phat to understand what the request is all about in the first place.
If anyone at my work (which is customer care) had deleted email history, they'd be in trouble. That's a huge no-no. If not a written warning, then at the very least a verbal one would be the result of such stupidity. At Baby Phat, it seems to be par for the course and 'as per their routines'...
Kiri sits in VA, shaking her head over this, and had this observation on the faxing of the drivers license; 'That can't be legal.' and as for the rule about changing an email addy over the phone, only;'That's stupid!' and 'But then again the chick behind Baby Phat is a moron so I believe it.' And she rounded it all off with this; 'Love stupid American companies.' Also she said, and I quote; 'You need to blog that example of brilliance.'
So, here it is. In all it's blogged brilliance, for everyone to see...
Now, the process of becoming a customer there is a little more that just a tiny bit complicated. She gave me a run-down of a long list of things they demanded of her, including faxing a copy of her drivers license to them.
Her Internet provider got bought up by a larger company, a few months back. One of the changes is a new email addy. My sister, dutifully, shot of an email to Baby Phat's customer care informing them of this turn of events, and asked if they could please see fit to change her contact information to include this new addy. Their response? She has to call them, as per their routines, they can't do this just from an email being sent (which is usually how everyone else does it), she has to call them, in the US on a 1-800 number in order to make that particular change.
Firstly, she's in Norway! A minimum of 6 timezones away, depending on what coast they're located on, she could be a few more timezones away than that! Secondly, 1-800 numbers are not free to call from Norway. My sister only has a cellphone, and dialing the US from a cellphone, is anything but cheap!
My poor sister is now frustrated beyond belief, and at her wit's end. She has commandeered me to help her compose an email that she can paste into whatever replies she gets from them, because - and this is a doozy that is strictly forbidden at most customer care departments - they delete the entire mail history when they reply. Everything she's put into the mail, is gone when the reply arrives. Result? She has to rewrite her entire request and their responses in order for the next person at Baby Phat to understand what the request is all about in the first place.
If anyone at my work (which is customer care) had deleted email history, they'd be in trouble. That's a huge no-no. If not a written warning, then at the very least a verbal one would be the result of such stupidity. At Baby Phat, it seems to be par for the course and 'as per their routines'...
Kiri sits in VA, shaking her head over this, and had this observation on the faxing of the drivers license; 'That can't be legal.' and as for the rule about changing an email addy over the phone, only;'That's stupid!' and 'But then again the chick behind Baby Phat is a moron so I believe it.' And she rounded it all off with this; 'Love stupid American companies.' Also she said, and I quote; 'You need to blog that example of brilliance.'
So, here it is. In all it's blogged brilliance, for everyone to see...
posted by NorthWitch at 6:34 PM
3 Comments:
Yes, the mind-boogling brilliance of Baby Phat. Your sister should just cancel her account. This company is simply run by a chick who thinks the whole revolves around her and if not for the money, she would be alone.
True, but there aren't all that many online stores that cater to those on the leggy side. My sister and I both need pants that are 36" in the legs, any less and they're too short. Having long legs are no fun, when pants as a rule is 32" max as a standard, 34" if you're lucky... But that's still too short!
I see. Well, if that's what you have to do.
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