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Poor Customer Service
I am incredibly frustrated with the poor level of customer service I've been receiving. I placed an online order for multiple 20x30 poster prints. Twice now, there have been, what one rep called "once in a lifetime technical issues" preventing my order from being processed. I sent an email requesting support and received a response something along the lines of, "Gee that's too bad - try placing it again." There has been no recognition of Snapfish's errors and no effort to rectify the situation, so that I can receive my posters, or to compensate me for missing my work deadlines and wasted time. I am forced to find a new company to deal with, because I don't have the luxury of time in continuing to call and struggle to be understood by the outsourced customer service reps in India.
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Inappropriate?Hello,
I'm very sorry for the order problems that you have been seeing! It appears that that one specific retail location is having problems receiving Snapfish orders and their system is automatically voiding them. We have technicians trying to contact the staff at the store to try to correct this problem. We will try to guide your order through to completion. Please watch out for an email notice that your order is ready to pick up. But even after receiving that email, we recommend that you call the store to verify that it has been printed and is waiting for you.
Thank you -
Inappropriate?Agreed! I've dealt with outsourced customer service reps before -- and had no problems whatsoever. Tennessee, Australia, Bangalore...I don't care. But my Snapfish experience was unnecessarily frustrating. For something as easy-peasy as requesting the second set of prints that I'd ordered and paid for -- but not received -- I was first asked for all my order information, then told to please call back "some other time" because "all the tools were down." When I balked, it was suggested that I resubmit my order. "Our software is down." Um...that's just not what I want to hear from a subsidiary (division?) of Hewlett Packard!
Why does Snapfish scrimp on its customer service so, and still!, after all the cruddy word of mouth it's been getting? Can top management please get a clue? I really hope so, and thanks!
EMPLOYEE
