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Erik Rutins -> RE: War in the East 2 - Manual shipping (6/2/2021 3:33:07 PM)
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Hi again Dalogan72,
I warned you already about the personal attacks on our staff. Personal attacks are against the forum rules here, but also just against the common courtesy that most folks understand is necessary when dealing with others. Since you've decided to take the low road and persist in calling out staff members and personally attacking them, your forum account is now banned.
Paulo and Joe replied to your requests professionally. I've reviewed the communications and they did what was requested of them, whereas you became rude and abusive with them (and now attempted to justify that and double down). I'm going to walk through a few key points here for you and anyone else that may be following along:
1. Your manual is shipping out today. Had the glitch not happened, it would have shipped out a few days earlier, around the middle of last week.
2. Our customer support folks (Paulo and Joe) handle many, many requests each day. It is their responsibility to be professional with each one, but they also have to get through all of them. As a result, when you ask for an update on order status and from what they see with their tools, there is no problem with your order and they know all orders are shipping out this week, that is the response they will send. They don't have visibility beyond what their tools allow. At no point did Paulo lie to you. At no point was he rude to you. The issue that prevented him seeing the glitch with your order was not something within his control or visibility. Had you escalated this without rudeness or personal attacks, the issue would have been found just as quickly and without the hard feelings.
3. When you contacted Paulo initially, it was from the e-mail you placed the order with. When you contacted Joe, it was from a different e-mail. When Joe requested that you provide the e-mail and/or order number that you used when you placed the order so that he could help you, you became rude and abusive. This prevented him from helping you. Joe is not only not lazy, he's been putting in time helping us catch up on shipping out these orders as well as handling customer support requests.
4. It turns out three orders in total were glitched, including yours, out of the thousands received. Because of the massive backlog and our focus on getting all the pending orders out, the normal store/warehouse QA process that would have found the glitched orders earlier was postponed until the backlog had been cleared. Getting orders shipped out in a timely fashion while we were still dealing with COVID restrictions in the warehouse also made this all a unique situation. Without any other action, the glitch would have been noticed and caught by next week and your order shipped out.
5. In general, our staff have instructions to stop responding to customers who become rude and abusive. We always treat our customers with respect, but that does not require our staff to tolerate being attacked or slandered.
As a final note here, Joe and Paulo are among the hardest working folks in our company and during the past year, they've dealt with a lot of understandably stressed out customers. They do not lie, they are not lazy and they have helped many, many customers over the years. I wish they did not have to put up with this type of slander but the best I can do at this point is make sure everyone knows the facts.
Regards,
- Erik
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