The Kings of Woeful Customer Service
Say it with me....Columbia House.
We got a DVD and an invoice in the mail welcoming us to the Columbia House DVD Club which we never joined.
The invoice claimed that we had chosen email as our preferred mailing method and that we can update our email address or mailing preference at any time at columbiahouse.com.
Clearly, somebody opened the account fraudulently under our name and is going to switch the mailing addy once the account was setup.
I called the Customer Service 800 number immediately and after 20 minutes was absolutely unable to reach a human being. I even chose to "join the club" in the hopes that I get a live person - nope...the message said to go online and join there.
So I sent off an email using their online form basically saying we didn't order this, we want the account shut down immediately, we expect prompt action and any purchases are not authorized and paymenent will not be rendered, and where do I return this DVD to, blah, blah, blah.
This is what I got as a response:
"We appreciate your patience -- we're making every effort to respond to your e-mail within 2 business days. However, during peak times it may take as long as 4 business days for a response should one be necessary. Thanks again! Customer Service."
It's going to take up to 4 days to answer a friggin email??? Anything more than 4 hours is a joke. (And if it takes you more than 1 day to answer a business related email - then shame on you.)
They actually made it harder to quit than before (if that was possible).
1 comment:
Check out this response...is that the most corporately inane thing you've read? As a "COURTESY", they care cancelling my membership.
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We are sorry you were unable to reach a representative through our phone service. However, you may conveniently contact Customer Service via e-mail 24 hours a day to handle any requests. You may also write to us at Columbia House DVD Club, PO Box 91602, Indianapolis, IN 46291-0612.
While you requested a telephonic response,your inquiry is usually handled by a Customer Service Representative to assure quick response.
As requested, we have changed your e-mail address in our online files.
We regret that you received a membership, without your concern.
We received your inquiry regarding the membership in Columbia House DVD Club that was established in your name. You have advised us that you did not establish this account.
We have reviewed the account carefully and note that we received a request in your name to enroll you in Columbia House DVD Club. As a courtesy we are canceling your membership and waiving any amounts due. We are also sending a mailing label via regular mail to return any unwanted selections.
Please disregard any further promotions, correspondence, billings, etc. you may receive from us regarding this matter.
If we may be of further service, please contact us at http://www.columbiahouse.com.
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