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rone1986 · 10-17-2013, 01:57 PM

I'm losing my patience. I really am...

SO ANGRY!!!! DO YOU KNOW THE MEANING OF CUSTOMER SERVICE??!!?!

Nicole T: Hi, my name is Nicole T. How may I help you?
Tyrone: Please familiarise yourself with ticket *****************, then get me as supervisor, I was to receive a call from one at 3am, my local time, but no one called. I am rather angry now
Nicole T: Hi Tyrone.
Tyrone: Yes, hello
Nicole T: I apologize for the inconvenience of you not being able to get a call from us. It will be my pleasure assisting you.
Nicole T: Please hold while I get you an available supervisor.
Tyrone: thank you
Nicole T: You're welcome.
Nicole T: Thank you for holding Tyrone, all our supervisor are currently busy. Could you please provide us with a working telephone number for you so that a supervisor can provide you with a call back?
Tyrone: No. It is now 4.17am here. I will wait here with you until one becomes available. I provided a working number to the previous consultant just a few hours ago, it should be on record. I am rather angry with your company
Nicole T: I do apologize for the inconvenience that this has caused you, please continue to hold until a supervisor is available.
Tyrone: I will wait
Nicole T: Thank you.
Nicole T: Thank you for holding Tyrone. We will be calling the number that you have provided us with. Is this the number that we should call ************?
Tyrone: Yes. I am in **********. The *** is the country code
Nicole T: Okay thank you.
Nicole T: Hi Tyrone, this is Kimone the supervisor on duty. I will contact you shortly providing a update on your current issue.
Tyrone: Thank you
Nicole T: We apologize for any inconvenience that this may have caused.
Nicole T: Your reference number remains the same, we appreciate your patience.
Tyrone: Please take a quick look at the ticket so I do not have to repear it all over again
Nicole T: I have reviewed your incident ticket, in which it states that you purchased the Kobo Aura, however you received the Kobo Aura HD instead.
Tyrone: NO!
Tyrone: Here is a quick rundown:
I purchased an Aura 6”, the new Aura
It was returned under RMA ****************
The returns team received my faulty unit on 3rd October
The replacements team sent me an Aura HD by mistake after a 2 week delay
I was told to refuse delivery of the Aura HD, they would then send me the correct Aura 6” replacement
The replacements team sent the Aura HD to the incorrect address
I spoke to a rep tonight and a manager was supposed to call me at 3am, but they didn’t

This is the solution I want:
Either a complete refund
Or a new Aura 6” to be dispatched to me within 24 hours.

Nicole T: Okay. Thank you. I will be contacting our returns team and then I will contact you with a resolution.
Nicole T: Is there anything else I may assist you with?
Tyrone: I have heard this before. The returns team is useless. I demand to speak to a supervisor still!
Nicole T: I am the supervisor on duty Tyrone. I will contact our Tier 2 Returns team after which I will then contact you.
Tyrone: I have been told this before! I am SO FRUSTRATED WITH YOUR WHOLE COMPANY!
Tyrone: THEY HAVE NEVER CONTACTED ME!
Nicole T: I understand your frustration Tyrone and I apologize for this misunderstanding.
Tyrone: If I do not hear from them TODAY, I will be making formal a complaint against your company
Nicole T: We at Kobo value our customers greatly and the experience which you have had is truly not the one which we aim to provide and while we are very sorry for the inconvenience that this has caused we would like to thank you for taking the time to bring this matter to our attention and allowing us the opportunity to apologize.
Nicole T: Tyrone I will be contacting you today with a resolution.
Nicole T: Is there anything else I can assist you with today?
Tyrone: No. When can I expect your call please?
Nicole T: I will be contacting you today as soon as I have a resloution.
Tyrone: Okay. Thank you. And I would SUGGEST giving the replacements team my correct address, because if they ship another Kobo to an incorrect address, as they did, I will be far from happy. I will expect your call later today. Thank you
Nicole T: You're welcome. A summary of our chat will be sent to your email address for future reference. Thank you for chatting with Kobo today. Have a great day!
Nicole T has disconnected.

10-17-2013, 01:57 PM	#40
rone1986 Enthusiast Posts: 37 Karma: 32734 Join Date: Oct 2013 Device: Kobo Aura (2013)	I'm losing my patience. I really am... SO ANGRY!!!! DO YOU KNOW THE MEANING OF CUSTOMER SERVICE??!!?! Nicole T: Hi, my name is Nicole T. How may I help you? Tyrone: Please familiarise yourself with ticket ***************, then get me as supervisor, I was to receive a call from one at 3am, my local time, but no one called. I am rather angry now Nicole T: Hi Tyrone. Tyrone: Yes, hello Nicole T: I apologize for the inconvenience of you not being able to get a call from us. It will be my pleasure assisting you. Nicole T: Please hold while I get you an available supervisor. Tyrone: thank you Nicole T: You're welcome. Nicole T: Thank you for holding Tyrone, all our supervisor are currently busy. Could you please provide us with a working telephone number for you so that a supervisor can provide you with a call back? Tyrone: No. It is now 4.17am here. I will wait here with you until one becomes available. I provided a working number to the previous consultant just a few hours ago, it should be on record. I am rather angry with your company Nicole T: I do apologize for the inconvenience that this has caused you, please continue to hold until a supervisor is available. Tyrone: I will wait Nicole T: Thank you. Nicole T: Thank you for holding Tyrone. We will be calling the number that you have provided us with. Is this the number that we should call ********? Tyrone: Yes. I am in ******. The * is the country code Nicole T: Okay thank you. Nicole T: Hi Tyrone, this is Kimone the supervisor on duty. I will contact you shortly providing a update on your current issue. Tyrone: Thank you Nicole T: We apologize for any inconvenience that this may have caused. Nicole T: Your reference number remains the same, we appreciate your patience. Tyrone: Please take a quick look at the ticket so I do not have to repear it all over again Nicole T: I have reviewed your incident ticket, in which it states that you purchased the Kobo Aura, however you received the Kobo Aura HD instead. Tyrone: NO! Tyrone: Here is a quick rundown: I purchased an Aura 6”, the new Aura It was returned under RMA **************** The returns team received my faulty unit on 3rd October The replacements team sent me an Aura HD by mistake after a 2 week delay I was told to refuse delivery of the Aura HD, they would then send me the correct Aura 6” replacement The replacements team sent the Aura HD to the incorrect address I spoke to a rep tonight and a manager was supposed to call me at 3am, but they didn’t This is the solution I want: Either a complete refund Or a new Aura 6” to be dispatched to me within 24 hours. Nicole T: Okay. Thank you. I will be contacting our returns team and then I will contact you with a resolution. Nicole T: Is there anything else I may assist you with? Tyrone: I have heard this before. The returns team is useless. I demand to speak to a supervisor still! Nicole T: I am the supervisor on duty Tyrone. I will contact our Tier 2 Returns team after which I will then contact you. Tyrone: I have been told this before! I am SO FRUSTRATED WITH YOUR WHOLE COMPANY! Tyrone: THEY HAVE NEVER CONTACTED ME! Nicole T: I understand your frustration Tyrone and I apologize for this misunderstanding. Tyrone: If I do not hear from them TODAY, I will be making formal a complaint against your company Nicole T: We at Kobo value our customers greatly and the experience which you have had is truly not the one which we aim to provide and while we are very sorry for the inconvenience that this has caused we would like to thank you for taking the time to bring this matter to our attention and allowing us the opportunity to apologize. Nicole T: Tyrone I will be contacting you today with a resolution. Nicole T: Is there anything else I can assist you with today? Tyrone: No. When can I expect your call please? Nicole T: I will be contacting you today as soon as I have a resloution. Tyrone: Okay. Thank you. And I would SUGGEST giving the replacements team my correct address, because if they ship another Kobo to an incorrect address, as they did, I will be far from happy. I will expect your call later today. Thank you Nicole T: You're welcome. A summary of our chat will be sent to your email address for future reference. Thank you for chatting with Kobo today. Have a great day! Nicole T has disconnected.