04-13-2011, 01:56 AM | #46 | |||
Curmudgeon
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As far as the difference between unhappiness and refunds ... well, it's not all that easy to figure out which was involved from the emails the OP provided. Most people, if they accidentally make a double purchase, just want the extra canceled. It's kind of an "oops, I didn't mean to do that, could you make it go away?" kind of thing. So, despite my opinion of CSRs as a species, I'm not going to fault this one for believing that the OP wanted to do what everyone else in the same position does, which is cancel the spurious purchase. That's what a quick reading of the emails looked like to me. I don't think anyone here would expect to cancel the payment but keep the gift card, so I'm not all that surprised that it never crossed the CSR's mind. Quote:
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This whole thing is more than a bit strange. The OP is clearly not a MR lurker -- if she was, she wouldn't have thought I worked for Kobo! This means she found this forum and registered specifically to complain that Kobo wouldn't let her keep a gift card without paying for it. Since people usually go to their friends, or at least distant online acquaintances, for sympathy, I can't see that as the reason for registering and posting here. I'm thinking we were supposed to be outraged, and bombard Kobo with emails demanding that the OP be given her free gift card. Which, of course, didn't happen, but the whole scenario doesn't make sense any other way. And there's the matter of the mother: why should it have been a secret how much the gift card cost? It costs the face value. If someone sends me a $50 gift card, I can be pretty sure it cost them $50. And why would both her parents be upset (to the point of her father calling her) because the card was accidentally sent twice (the double button press) and the erroneous one was canceled? And then the mother apparently demanded both the real birthday gift and the accidental one, not being satisfied with what her daughter originally tried to give her. Seriously, do you know anyone who would do that? Then there's the whole response to my "word after greedy" thing. I dunno, Elf. Something here makes me itch. By the way, Unicorn, we're hostile because of your situation, your posts, and your attitude. The people on MR are a very friendly and accepting bunch -- they put up with me, for the love of Mike! You managed to get on their collective bad side. This is not an easy thing to do. |
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04-13-2011, 02:12 AM | #47 | |
Is that a sandwich?
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04-13-2011, 02:53 AM | #48 |
Gadgetoholic
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04-13-2011, 03:27 AM | #49 | |
DRM hater
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Didn't notice until the next day and had to RMA. And then had to contact newegg to trim off the 15% restock fee. |
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04-13-2011, 04:17 AM | #50 |
Canucklehead in Malaysia
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The whole point of the OP was that she didn't get what she wanted when she complained. Ok, that sucks, I hate when that happens. I think shes perfectly justified to feel like that, but when she came to a forum to complain about the service she received rather that contacting Koba it seems like a waste of your time.
We have all had customer service experiences that we weren't happy about, some of us have even felt the need to complain incessantly about it to anyone that will listen, but thats not going to solve the core issue. You came asking advice, accept that the advice given isn't what advice you wanted and get over it. The people that frequent this forum have given an opinion, nothing more. |
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04-13-2011, 10:34 AM | #51 | |
Curmudgeon
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Generally, it's not a big deal. Someone who accidentally double orders will ask for one of the orders to be canceled, and that solves the entire problem. Having people do that might not be the optimal solution, but it's the easiest. The difference in this case is a buyer who wasn't content for one order to be canceled, as most are, but wanted to get both orders and only pay for one. And, when Kobo wouldn't do that, she came here and seemingly wanted to use MobileRead as her personal army to make Kobo give her that second order for free (and don't get me started on her mother who wanted two gift cards). Could the shopping cart have been better written? Yeah, it could have. I've written better myself. But it's one of those things where if you're not writing a cart from scratch (and there is rarely a reason to; we had to because of a client's unusual business model) it's probably reasonable to assume that the user will only click once, and human intervention -- that is, canceling and refunding the rare spurious order -- will take care of the exceptions. Most people are reasonable. |
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04-13-2011, 10:59 AM | #52 |
Lucifer's Bat
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04-13-2011, 11:25 AM | #53 |
Canucklehead in Malaysia
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What she said. |
04-13-2011, 12:06 PM | #54 | ||
Is that a sandwich?
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If she purchased a book for her mother, she would have to return it. At whose expense? Anyway, I just thought these types of errors were eliminated with modern software systems. |
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04-13-2011, 12:37 PM | #55 |
Plan B Is Now In Force
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You call your mother.
You tell her that there was a screw-up with the gift card and not to use it until everything is straightened out. If you're embarassed, so be it. These things happen in life. You realize that one transaction has to be cancelled if you don't want to be charged twice without getting a credit back for one. It's not rocket science. The title of this thread is misleading. And no, I don't work for Kobo. The fault is not with this forum being "judgemental". The fault is that you are looking at the situation subjectively rather than objectively. We are not supporting your POV and you are getting upset over that. Why did you start the thread - weren't you expecting people to "judge" Kobo's behavior? Your error was that you thought random strangers would agree with you. Last edited by Xanthe; 04-13-2011 at 12:44 PM. |
04-13-2011, 12:41 PM | #56 |
Connoisseur
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There are so many variables and possible points of failure between you clicking the "order" button and your order being processed and card charged that it is practically impossible to predict and prevent all of them. The "double-click" error is easy and common enough though and should not be happening. On the other hand, "out-of-the-box" shopping carts are often sub-standard sold to companies who do not know what to look for and once sold, the companies are often stuck with the sub-standard over priced solution because it would be too expensive for them to change.
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04-13-2011, 01:23 PM | #57 |
IOC Chief Archivist
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04-13-2011, 01:37 PM | #58 |
Lucifer's Bat
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What about the guy who enjoy romance novels like Logseman and Ron? Are they to feature a "frustrated female" now, too?? Man, I love this place!
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04-13-2011, 01:59 PM | #59 | |
Wizard
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Logseman, you are sooooooooo cooked ! |
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04-13-2011, 02:16 PM | #60 | ||
Reading is sexy
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