DealDey/Konga customer care - Absolutely non-impressive (continued)
This post is a sequel to one previous post. You can find the predecessor to this post here.
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Yes, DealDey chose silence when what was due to the customer was a few simple words explaining the status of the case. The interpretation of such to me, as I earlier stated in this much needed rant is that my case has been assigned a lowest priority, when judging from it's details, it's something that needs to be resolved/clarified quickly with a simple phone call to the training provider. It's dejecting to find such an unseemly trait in a business whose all essences, I have always admired.
As per treading the path of absolute silence, DealDey is not the first offender on this (as far as I am concerned). No, sister Konga was the trailblazer on that one. A few months ago, I had placed an order of two good looking shirts from their online store. The same day I placed the order, an agent of their called me, relaying the disappointing news that one of the shirts I'd order was OUT OF STOCK!!! Well, fair enough of you to inform me of this change in plans on time, I'd thought to myself. I agreed that the order be modified and the balance for the unavailable shirt be refunded to my account. In the same vein, I got another call a few days later that the size I'd chosen for the other shirt was unavailable. It was quite disappointing to hear that, but what could I do; I agreed to a refund, partly happy that I at least, got to keep my money.
Now, here is how the twist that revealed a laxity in the quality of their customer service was introduced into the story. As part of the payment for this shirt order, I had used all my accumulated loyalty points (which converted to about N200). However, when time came for my order payment to be refunded, Konga performed some magic in a logical world. Fine, they refunded the part of the payment deducted from my debited card. However, I observed that the part of the payment that was done using loyalty points was not. So, I went ahead to initiate a conversation with Konga care, assuming that it had been due to an error of omission. It turns out I was wrong; they actually intended the vanishing of my well-deserved points into thin air. Here's an excerpt of the conversation, which in my opinion, highlights a bleeding lack of tact on the part of this customer rep. and by extension, Konga:
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Yes, DealDey chose silence when what was due to the customer was a few simple words explaining the status of the case. The interpretation of such to me, as I earlier stated in this much needed rant is that my case has been assigned a lowest priority, when judging from it's details, it's something that needs to be resolved/clarified quickly with a simple phone call to the training provider. It's dejecting to find such an unseemly trait in a business whose all essences, I have always admired.
As per treading the path of absolute silence, DealDey is not the first offender on this (as far as I am concerned). No, sister Konga was the trailblazer on that one. A few months ago, I had placed an order of two good looking shirts from their online store. The same day I placed the order, an agent of their called me, relaying the disappointing news that one of the shirts I'd order was OUT OF STOCK!!! Well, fair enough of you to inform me of this change in plans on time, I'd thought to myself. I agreed that the order be modified and the balance for the unavailable shirt be refunded to my account. In the same vein, I got another call a few days later that the size I'd chosen for the other shirt was unavailable. It was quite disappointing to hear that, but what could I do; I agreed to a refund, partly happy that I at least, got to keep my money.
Now, here is how the twist that revealed a laxity in the quality of their customer service was introduced into the story. As part of the payment for this shirt order, I had used all my accumulated loyalty points (which converted to about N200). However, when time came for my order payment to be refunded, Konga performed some magic in a logical world. Fine, they refunded the part of the payment deducted from my debited card. However, I observed that the part of the payment that was done using loyalty points was not. So, I went ahead to initiate a conversation with Konga care, assuming that it had been due to an error of omission. It turns out I was wrong; they actually intended the vanishing of my well-deserved points into thin air. Here's an excerpt of the conversation, which in my opinion, highlights a bleeding lack of tact on the part of this customer rep. and by extension, Konga:
