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December 31, 2015 02:38
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"Katrina" was helpful enough (she did get my original complaint fixed), but I'm not sure she really "understood" my second complaint (or my compliment).
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Initial Question: Hello, I ordered a video game last Wednesday night, | |
and chose one-day guaranteed delivery, which was scheduled to come in | |
on Friday. However the package didn't come in until this Monday. | |
I believe that the shipping costs should have been refunded to my card, | |
but I haven't seen any activity on my online statement yet. | |
01:07 AM(GMT) Katrina(CSA): Hello, my name is Katrina. | |
01:07 AM(GMT) Bryan H.: Hi Katrina! | |
01:07 AM(GMT) Katrina(CSA): I'm sorry that you're having issue with your | |
order. I'd be happy to look into this for you and see what we can do. | |
May I have the order number please? | |
01:08 AM(GMT) Bryan H.: Sure, it's 108-7270032-6560257 | |
01:09 AM(GMT) Katrina(CSA): Thank you. Since the order has missed its | |
estimated delivery date, let me issue a refund for the shipping cost. | |
One moment please. | |
01:12 AM(GMT) Katrina(CSA): I've requested a refund of $3.99 to your credit | |
card. You'll see the refund in the next 2-3 business days. | |
01:12 AM(GMT) Bryan H.: Excellent, thanks! | |
One other comment while I have you here... | |
01:12 AM(GMT) Katrina(CSA): Sure. | |
01:12 AM(GMT) Bryan H.: To order the game, I did it through your "trade up" | |
program ( http://www.amazon.com/gp/feature.html?docId=1001343501 ), where you | |
could send in the Xbox 360 copy of the game and get a bonus credit for | |
the Xbox One version. | |
I was really rather disappointed when I saw that you had to send in the | |
old copy, wait for you guys to receive and process it, and then order the new copy. | |
I guess I don't understand why you can't just charge my card for the full price | |
of the new game, and then refund it when you receive the old copy. | |
It's rather irritating to have to wait that long. | |
01:13 AM(GMT) Bryan H.: It took almost two weeks in turnaround time. | |
01:14 AM(GMT) Katrina(CSA): I understand. I'm sorry about that. This rarely happens. | |
We also did not expect this. No worries, we will surely look into this and make | |
sure that this won't happen again. | |
01:16 AM(GMT) Bryan H.: Well, thanks for the help! I was in support with another company | |
last night, and this support request took about 1/10 of the time. :) | |
01:16 AM(GMT) Katrina(CSA): I understand. No worries, I will make sure to look into this | |
for you. I hope I was able to provide you resolution and assistance today. Is there | |
anything else I can assist you with? | |
01:17 AM(GMT) Bryan H.: Nope, thanks for the help. | |
01:17 AM(GMT) Katrina(CSA): You are very much welcome. It's my pleasure to help you. |
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