ADVENTURES IN TECH SUPPORT

ADVENTURES IN TECH SUPPORT

Matt HealeyFriday,22 November 2013

The Snap:

There ain’t no party like Snapfish party because a Snapfish party don’t stop. If you read yesterday’s post, then you know that I am currently at war with Snapfish.  Well, the war continues.

The Download:

When last we left the story I had been promised a response within 24 hours. Well, 24 hours passed and guess what? Wow – you got it – no response. So for those of you keeping score at home, it is now 2 commitments that Snapfish has missed.  Obviously that requires another chat session. This time no profanity.

Matt: Hi

Matt: We are now on day 4 of the problems I am having with your “services”

Matt: On Monday I contacted you twice to figure out what happened with a photobook that I had created

Laxmikanta: Hi Matt,

Matt: The problem was that after creating it, and saving it multiple times, when I logged back in to finish the book it was gone

Matt: At that time I was told that the problem was with Snapfish and many customers were having similar problems

Matt: I was also told that you would respond to me within 2 days

Laxmikanta: I am very sorry to hear the trouble you are having, do not worry I’ll help you solve the issue, please kindly hold on the chat meanwhile I’ll check the information to help you.

Matt: On Wednesday I reached out again as two days had passed and despite being told that you would respond within 2 days you did not

Matt: During that chat, which was posted on my blog, you mentioned that you would reply via email today.

Matt: You have not responded yet

Matt: so, my question is did you ever intend to respond?

Laxmikanta: Please give me a moment.

Matt: So far I have given you 3 days

Laxmikanta: Let me check the previous chat logs you had with us so that I may able to assist you further.

Laxmikanta: Thank you for your patience on this matter.

Matt: Did you actually write that or is it a macro that is programmed to say “Thank you for your patience on this matter” after you have ignored me for a certain amount of time?

Laxmikanta: Do you have a reference # with you?

Matt: 131121-001468

Laxmikanta: It’s not a macro. I am typed it myself.

Laxmikanta: I am sorry for taking so long.

Laxmikanta: Thank you for the reference #

Laxmikanta: I will be right with you?

Matt: As I said , so far this has taken 4 days

Laxmikanta: Matt – I have taken a look at your account and I see that your issue has been escalated to our technical team. I am extremely sorry that you have not heard back anything yet.

Laxmikanta: I sincerely apologize for this inconvenience.

Matt: So far you have not made a single promise that you have been able to keep

Laxmikanta: They will definitely investigate and get back to you within 24- 48 hours.

Matt: That is exactly what you said on Monday and then you didn’t respond

Matt: Then yesterday you said 24 hours and didn’t respond

Matt: So what is different about today’s promise?

Matt: Or are you simply trying to get rid of me just again?

Laxmikanta: It’s perfectly understandable that you’re very upset about what’s happened.

Laxmikanta: I’d like to try and help.

Matt: Let me take a different approach – would you believe what you are saying if you were me?

Matt: So far every commitment that you have made has been ignored

Laxmikanta: Yes, Matt. I will make sure to contact our technical team to resolve your issue as quickly as possible.

Matt: So after being lied to twice, you would actually believe that a response would be provided?

Laxmikanta: I extend my own apologies for the inconvenience this problem has caused you.

Laxmikanta: We will make every effort to see that this never happens again.

Matt: you didn’t answer my question – do you personally believe that I am going to get a response within the next 48 hours?

Laxmikanta: Thank you for keeping faith and I assure you that your issue will be addressed within the next 48 hours

Matt: you didn’t answer my question – do you personally believe that I am going to get a response within the next 48 hours?

Matt: Do you intend on answering my question?

Laxmikanta: Yes, I do personally believe that you will receive a response within the next 48 hours

Laxmikanta: Thank you for trusting me.

Matt: So you must think that there is something different about today’s interaction than yesterdays or Mondays

Matt: what is different?

Matt: and no – I don’t trust you

Laxmikanta: I have re-updated our technical team to get back to you with 24-48 hours.

Laxmikanta: This a is high priority issue and fix it.

Matt: So nothing is different?

Matt: It was a high priority issue yesterday and yet it was still ignored

Laxmikanta: I am sorry that it has happened. What can I do make you believe that you will definitely receive a response within the next 48 hours?

Matt: Go back in time and make sure that it hasn’t happened twice so far

Matt: Additionally, when no one responds within 48 hrs, what recourse do I have?

Matt: Other than having this exact same conversation a 3rd time?

Laxmikanta: Have I done something personally to upset you? I’d like to be a part of the solution.

Matt: I would like the problem solved. So far Snapfish has done nothing to solve the problem

Laxmikanta: As I said, I’m going to personally make sure this gets resolved for you.

Matt: I’ll believe it when I see it.

Laxmikanta: Thank you. I really appreciate your time and patience.

Come back tomorrow for more “Adventures in tech support” (which should be read out loud with a bad scifi echo effect).

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Image Credit: Flickr



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  1. […] “Adventures in Tech Support” this week. If not, then you should check out part 1, part 2 and part 3 now. Matt had a difficult week with the technical support team at Snapfish, and he […]

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