leo9

Shaon,

Before reading my answer, you might consider reading this article about one of the key ingredients that contributes to professional customer service, it’s something which I haven experienced at all with you (and which is also a reason I asked for a refund) http://www.insightsquared.com/2015/02/empathy-the-must-have-skill-for-all-customer-service-reps/

1) and again, I ask you: where are my original support requests? Why do you keep on deflecting this question? In the member wordpress dashboard there used to be an overview of my support request. Now, this overview is gone. My first support request is nowhere to be found on your site, even not with a google site search. Where is it?

2) you tell me: the reason I asked a refund was entirely improper? Since when is total customer dissatisfaction an inadequate reason to ask for a refund? Do you even care about trying to understand why I am not a satisfied customer? Can’t you bring up even a little empathy?

3) your answer now is exactly my point: you have not read my support requests correctly! You, as the acting support staff, completely disregard my refund explanation, and you simply make up your own reasons why I asked a refund. And then you tell me that the reason (which you have made up) is improper. Is this professional customer support? (this alone would be a reason to ask for a refund)

If you even care about trying to understand me, even a little bit, then read my explanation again: I requested a refund because your pre-sales answer led me to believe I could use the PDF stamper in the context of my site. You never mentioned that the users/buyers needed to be logged in for the PDF stamper to work, and this was, at that time, also not mentioned in the online documentation. Since I was not aware of this, I bought the full-add-on pack. Only to find out later that the users needed to be logged in for the PDF stamper to work, which was not explained in your tutorials, nor in your initials pre-sales answer. That was the main reason I asked for a refund. If you understand me now, you are always free to refund me now.

4) I did not tell that you lied to me during the presales process. I told that you were incomplete in your answer (see explanation above) and thus (unwillingly) misguiding me. Can’t you not bring up any empathy at all for your paying customers? Why can’t you take ownership of some of your “support-requests-inefficiencies”, and simply refund me, and thankfully learn from these lessons so that future customers don’t have to experience something alike?

5) Yes, you replied to my refund request with the message that you could implement some of the features I was inquiring about earlier. (btw: asking information about a feature is completely different than requesting to implement it!). If you would have given me from start complete answers during the pre-sales questions, if you would have replied to my refund request the same day, I might have maybe considered this. But I had to wait 6 days on your answer!

And even then,… . When I explained you that my online shop was going live within a couple days, and that I had (meanwhile) installed already other software, etc. …. . Not even (ever) an apology from your side for your incomplete & late answers, not even a sign of customer empathy, or goodwill from your side to even try to understand why I am not satisfied! Some of my mails you even never replied to.

Consider reading the article I mentioned above. If you implement “Empathy as a key ingredient in your customer support”, then you will stop receiving 1-star reviews like these. And if you then realize that my refund request was reasonable, I would be happy to accept it, even a partial refund.

This alone would build a lot of goodwill with your (potential) customers, and I would happily submit another review.