AOL Shop Direct - real time, word for word, example of customer service

# 11 for February 1, 2002

Complaints.com received the following e-message on January 31, 2002:

From: Email User

AOL Shop Direct - real time, word for word, example of customer service

UPS States that a return to AOL Shop Direct was recieved and signed for. This lady did not do anything at all about my problem. Did not even offer to try and find out what happened to the package. Below is a copy of the conversation. Question: Did you receive my return? ( Anthony Lombardo has joined )

( Amory has joined )

Amory: Hello Anthony, and welcome to AOL ShopDirect. I am Amory, your Customer Care Consultant and am happy to assist you.

Amory: I understand that you wish to know if we have received the product you returned back to us.

Anthony Lombardo: I returned a LCD monitor, because I got a better one from you. UPS say's it was delivered. Yet I have not been notified by you yet

Amory: In order to assist you, I will need to view your records in our database.

Anthony Lombardo: ok

Amory: So that I may review your account information, can you please provide me with the full name and zip code of the AOL account holder? Anthony Lombardo: Anthony Lombardo

Anthony Lombardo: *****

Amory: Thank you for the information.

Amory: I will be reviewing your account right away. This should only take a few minutes.

Anthony Lombardo: ok

Amory: As per our records, an order was placed for "14" TFT Color LCD Monitor" on 01/05/2002 and the other order was placed for "Cornea TFT 15" LCD Monitor" on 01/17/2002.

Anthony Lombardo: yes, The 14" was returned, and ups says that you have recieved it

Anthony Lombardo: Delivered on: Jan 28, 2002 9:05 A.M

Amory: Give me a moment please.

Anthony Lombardo: Signed by: MARSHALL Location: DOCK Delivered to: CHATTANOOGA, TN, US Tracking Number: J132 6852 723 Service Type: NEXT DAY AIR

Weight: 15.00

Amory: However, I would like to inform you that our records show that we have not yet received the product from you. Amory: I do understand your concern regarding this issue. Please be assured that when we receive your product at our warehouse, you will receive an email confirmation from us for the same.

Anthony Lombardo: so whats next? this is the info. IT WAS DELIVERED. Signed by: MARSHALL Location: DOCK Delivered to: CHATTANOOGA, TN, US Tracking Number: J132 6852 723 Service Type: NEXT DAY AIR Weight: 15.00

Amory: I am really sorry for all the trouble caused to you. But, please be assured that as soon as we receive the product back at our warehouse, you will receive an email confirmation and a credit will be issued to you for the same.

Anthony Lombardo: IT WAS DELIVERED

Amory: Give me a moment please.

Amory: Anthony, I would request you to kindly contact our AOL ShopDirect

Customer Service at the following number : 1-800-827-6364.

Anthony Lombardo: I WANT TO SPEAK TO A SUPERVISOR, I AM A GOOD CUSTOMER AND

WILL NOT HAVE THIS, YOU ARE NOT EVEN HELPING ME AT ALL!

Amory: It would be that the product is still in the scanning stage. It would take just 24 hours to reflect in our database. But still I would request you to contact our AOL ShopDirect Customer Service for further reference.

Anthony Lombardo: AM SAVING THIS CONVERSATION AND SENDING TO AOL. I AM GOING

TO HAVE MY SERVICE WITH YOU DISCOUNTINUED BECAUSE OF THIS. YOU SHOULD HAVE

DONE A TRACE OR TRIED TO FIND OUT WHAT HAPPENED TO THE PACKAGE.