Day in the Life of a developer :)

admin · #1 03-15-2006, 10:39 PM

Sometimes you get to meet some very strange ppl in this biz, we sell a lot of product, thus the more we sell the more chances we have of coming across very strange ppl.

this is what I was confronted by, in my inbox this moring :)

Email 1.

subject: UNABLE TO ACCESS THE PRODUCT PLEASE REPLY

Body:
Afte I purchased it, I downloaded the software, and it requires a user name
and password.
I did not get any emails giving me these access codes.

PLEASE RESPOND. IT TOOK YOU TWO SECONDS
TO GET MY MONEY.

Email 2.

subject: SECOND REQUEST PLEASE ANSWER

body :
I still have not received the email with my password in it
for the BRAINSTORM GENERATOR software. I got
a page which said I would get an email with the access code
but I did not. I downloaded it, but no access. When you click on the
software, the form comes up for a user name and password, so I
cant use it.

I have sent three tickets on the help site, with no response.
what is going on. Do you people just sell stuff and dont care if your
customers can use what you are selling.
Please answe or I am going to contact Paypal and tell them you
wont send me my access codes and wont answer your emails but took
the money just fine.

Email 3

subject: Invoice ID: XXXXXXXX (number removed etc)

body:

I have not received a user name or password to access this purchased
software.
I have written to you twice.
Filled out three online tickets with brainstormgenerator
no response.

I am now over at Paypal and see you have not provided any contact
information except for a free email address.

Now I am getting concerned.
I cant believe paypal lets you take money without some contact info.

If I do not hear from some soon I am going to report this as fraud.

sent me my access info immediately. I have spent a couple hours trying
to track you people down. All I want is to use the software I paid for.
Your customer service is lousy.
I hope your software is better than that.

Email 4 :

subject: Re: Invoice ID: 11792827 DID NOT GET THE PASSWORD

body :

THEY SENT ME ANOTHER EMAIL SAYING YOU SHOULD HAVE GOT AN
EMAIL WITH THE PASSWORD
I DID NOT GET THE DARN THING.
I AM GETTING DESPERATE. YOU TOOK MY MONEY AND THERE IS NOBODY TO
CALL NO ADDRESS A FREE EMAIL ACCOUNT. I CANT BELIEVE PAYPAL LETS YOU
OPERATE LIKE THAT.
THE SO CALLED TICKET HELP DEAL HAS NEVER ANSWERED OTHER THAN A FORM
LETTER.
IF I DONT GET THE PASSWORD TO THAT SOFTWARE I AM GOING TO MAKE SURE
YOU CANNOT ACCEPT PAYPAL ANYMORE. THIS IS RIDICULOOUS.

Email 5

subject : Re:THIRD REQUEST PLEASE ANSWER

body:

Still no passwords for the software.
I got a stupid email that said you should get three emails
one thank you which is that one, and you cant get into
the software without the passwords, and you should have
an email with the passwords.

THERE WAS NOWHERE TO REPLY TO THE EMAIL AND
I DO NOT HAVE THE PASSWORDS, NOONE SENT ME THE
EMAIL WITH THE PASSWORDS.

This is so basic, to have an autoresponder that sends out emails
how can you have any credibility as a software developer if you cant
even figure out how to send an email after someone buys something.

Whats up with that.
I am so fed up with you people wasting my time. send me the darn
passwords.

Then my staff tell me the person contacted the support system aswell. :)

from the support system.

You have no phone number, no address, using a free email
account, on the paypal receipt.

I cannot believe that paypal will let you use them when there is
no contact that responds.

I am going to file a complaint with paypal that you do not send
access to software when it is paid for and you do no respond, it
has been 8 hours since I bought the software. An automated
email should have been sent. I just got one that says you should
have received your password email. I didnt receive it.

This is your last shot before I contact paypal and I will do my best
to get you banned from using their service. This is beyond
ridiculous. I have been on the Net 10 years, bought hundreds of
books and software, and never have I had to go through this.
Everyone gives immediate access when you purchase.
EXCEPT YOU

IF YOU DO NOT GET ME THIS PASSWORD TODAY,
i WILL NEVER BUY ANYTHING FROM YOU AGAIN NOR WILL I
EVER BUY ANYTHING FROM ANYONE THAT IS USING YOU AS
A REFERENCE. I JUST WROTE TO RSSTOBLOG AND TOLD THEM
YOU WILL NOT ANSWER YOUR EMAILS. I WAS GOING TO BUY
THAT SOFTWARE AND YOU ARE ON THEIR REFERENCE LIST.

YOU BETTER HAVE A GOOD EXCUSE FOR THIS NONSENSE.

Our reply to ticket from ticket system.

Hi XXXX (removed),

Extremely sorry about the delay! We are in Australia so all that happened while we were asleep.

Here is your username and password...

Username: XXXXX (removed)
Password: XXXXX (removed)

Let me know if there are any further problems.

Regards and apologies again,
Andrew

My reply via email.

Hi

I recieved your emails

your support tickets were answered as soon as our office opened this morning Australia time.

Hope you find the brain software useful for your business..

Feel free to use the support system provided at http://www.myinstantsupport.com for any additional help

Kind Regards

Peter Drew
http://www.lastpersonwins.com
http://www.wpburner.com
http://www.brainstormgenerator.com

wow, there are some tempermental people out there huh, we had one bug in our merchant facility, e.g it didnt send out pasword email, which is being fixed.. this person must really be into instant gratification is all i can say, this person doesnt get their needs met immediately and wants to try to close down my whole business by attacking me in paypal... grrr.. some ppl huh..

pete

balric · #2 03-15-2006, 11:13 PM

That guy is nuts. I am so glad I don't work in customer service anymore. I used to have to

with people like this on a daily basis.

niceguy499 · #3 03-16-2006, 08:07 AM

All I can saw is "wow". Unfortunately there are many people like this in the world. The bad part is that people like that will go to your payment processor, your host, EVERYONE out of spite just to try and get your in trouble and sometimes your service providers react quicker than they should.

I believe the "standard" reply time via email is one business day. But, just to be fair, I did just send a "friendly" reminder to a service provider of mine (not you guys of course, I'm still trying to win a copy of BT from the pixel contest :-)) because they haven't touched a two of my tickets for over three weeks.

Next will be a phone call I guess...

NG

Jenny · #4 03-16-2006, 03:31 PM

Hi Pete

Just a thought, wondered if you have any reference to the fact your office is in Aust on you website? I know if you get hot under the collar you aren't going to look too hard for stuff like this, but maybe somewhere in a visible place during the order porcess would be helpful.
Well that's my 2 cents worth.
Have a great day!
Jenny J

admin · #5 04-20-2006, 05:35 PM

See this is why forums are soo good..

erhm.. no we didnt.. but do now..

thanks

Jenny

pete