To answer your questions, I am responding because as the Director of IT, my job reaches into every aspect of our business. We are all in customer services in a sense anyway.
I would think that your department head of customer service, would have more skills in dealing with complaints rather than a tech guy..
You complained that we aren't talking to people over the phone, but I'm not sure you understand. We take phone calls for customer service constantly, all day long. But the complaints on the web did not come in on the phone, hence my response is to invite interaction to resolve the problem. Anyone is welcome to call, but obviously people who are complaining believe calling won't help.
It does not matter where complaints come from, speaking directly with someone on the telephone is a much better form of communication, of course you may worry about being scream at..
So I'm helping them in the only way left, i.e., the web.
The only way you know..
..it is apparent to me that you do not deal with the general public in the daily course of business.
The fact that so far he has chosen to ridicule and slander our company despite my best efforts, leaves us only one possible course of action, i.e., legal mitigation, and requesting either this thread closure, or barring Peter from continuing his slander.
There is nothing unlawful in ridiculing someone...Please quote the slander, Mr Bellows.
I'm not claiming to be wise in how to handle this situation, I'm just using common sense. If we can't make friends with people who slander and hurt us financially, we have to use the legal system to resolve the problem. That is what it is for.
You are stirring the pot and would have been letting matters die on their own course..
If that sounds bad, or like a threat, I am sorry that the legal system seems like a bad thing. It is meant to protect the innocent, and in this case we are an innocent victim of slander. We just want it to stop, and in a best case scenario, to not have to bother with lawyer fee's, legal costs, and time.
We just want to sell magazines.
Of the complaints I've found, many give us proof positive that slander has done us financial harm. Many of the complaints say things like, "I thought I had gotten this great deal on magazines, and then I found out on the web they are scammers, so I called up to cancel and they said they had already paid for my magazines".
So most or many of your complaints came after people read a website....
...I am beginning to find you disingenuous, Mr Bellows.
When a person cancels after we have paid for their contract, we lose a very large investment. In other words, a customer who calls, buys, and then refuses to pay, has cost us a lot of money.
That sounds more like a very bad business practice.. You mean you place your order (payment) with the publisher before receiving payment on your end?? Seems rather illogical to me, Mr Bellows..Perhaps you can set me straight..
Since we don't make money on the initial sales, only bringing in revenue on a happy customer who renews, we have double reason to want this to stop.
We lose huge amounts of money because people believe the slanderous statements such as yours and Peter's (see your descriptions of us in your post).
Would you be so kind and show me the slander..
Since we now have proof in the complaints themselves, that people are canceling because of those complaints, we find two things.
First, the complaints are costing us money and harming good people who believe them.
Second, since we know our company is being harmed, we are looking at ways to prevent further damage.
Reaching out to people is the first thing we are doing. My goal is to resolve every customers case. But you and Peter are not customers. I have no way to make you happy and get you to see us as we really are, a good company that sells magazines.
This is costing us hundreds of thousands of dollars according to my initial analysis. It's worth pursuing form that standpoint.
This little thread has costs you millions of dollars...
I'm just taking the position that anyone else would. Try to make friends; if you make enemies, try to make them friends. If they hurt your family and income, try to stop them.
Personally I wish everyone would just be nice to each other and read magazines. You are making me out to be the bad guy and the enemy because I'm trying to protect the hundreds of employee's that rely on our selling quality magazines at a great price, to make a living.
The complaints bother me in that they exist. They shouldn't, and I am working to fix these that slipped by our customer service department.
The slander bothers me because it hurts our company, and the people that work here.
Burt Bellows
Area Circulation
Director of IT