Every once-in-awhile I get a really angry (and slightly abusive) customer support email for DropSend. It’s always tempting to lash back in anger – but it’s never the right thing to do.
Here is a recent example:
Refund me the 5 dollars ASAP
No attempt whatsoever at civility or courtesy. Not even a “Hello” or “To whom it may concern.” Just a one line demand for a refund . To be honest, it didn’t ruffle my feathers at all. I’ve grown a pretty thick skin and have come to accept that people will often say things in email that they would never dream of saying to someone in real life.
So I just took a deep breath and responded with this:
I’m sorry, I don’t understand. Why should we refund your money? Did you not mean to upgrade? Have you used your account?
My hope was that he would respond with a story about how he tried the service and it just wasn’t right for him. Every once-in-awhile, we get someone who says “I upgraded and then immediately downgraded as I realized I didn’t need the service any longer. Would you please refund me?” And of course we happily oblige.
But then I got this one back:
What the fuck is wrong with you guys?
I have emailed you guys several times now. REFUND ME ASAP
Wow, now that’s not nice. Normally when customers ask for support, we happily help out. Even if it’s annoying and time consuming. However, verbal abuse just isn’t cool. So I sent this back:
We do not tolerate verbal abuse. It was your choice to upgrade and then downgrade immediately. It states clearly that you will be charged for a pro-rata amount of the month.
If you’re not happy with the service, feel free to cancel at any time. All you have to do is log in to your DropSend account (https://myaccount.dropsend.com/login), go to the “My Account” tab (https://myaccount.dropsend.com/account), scroll to the bottom and click “Please cancel my account”.
I kept my cool and stated the facts. I took the time to explain how he can easily cancel the service if he’s not happy with it. Seemed like a fair way to handle the situation.
Then I got this zinger:
I downgraded immediately, because the dropsend application didn’t work for uploading my files.
Just refund it asap; I don’t have time for this shit.
And don’t tell me something that I have already done. I want you to REFUND me, not cancel. What part of the word REFUND do you not understand?
Hrmmmm. So he wants to continue using DropSend, but get a refund for his last invoice. That just isn’t fair and this email exchange is starting to spin out of control. So I responded with this:
As I said, our policy states very clearly that the charges would be made and you agreed to our terms and conditions by checking the box.
If you weren’t so abrasive and rude, I would’ve refunded your money – even though we are under *no* legal obligation to do so.
I am now marking your email address as spam and your communication will no longer get through. If you don’t want to use our service any more, please cancel your account.
All you have to do is log in to your DropSend account (https://myaccount.dropsend.com/login), go to the “My Account” tab (https://myaccount.dropsend.com/account), scroll to the bottom and click “Please cancel my account”.
Usually I get angry customers emailing me demanding for help. I always respond with a friendly response, doing my best to help them out.
But every once-in-awhile, you get a customer who is just cruel and really doesn’t want to be helped. In those cases it seems best (to me) to state the facts to them in a professional manner, and move on.
I actually got sucked into this one a bit too much, but like any fight, it drew me in.
What are you opinions on this one? How would you have responded?