I work in Technical Support. Every now and then we get interesting emails from, usually, customers. This one came in for a non-customer that received something with our logo and info on it. He ultimately received it in error. Turns out, his fax number belonged to a now defunct company. One of our support reps handled the issue and ultimately had to call him and listen to him ramble on and on before resolving the issue. Here is the transcript:
Initial Email--------------------------------------------------------------------------------
From: Customer
Sent: Thursday, August 25, 2005 11:13 AM
To: Tech Support
Subject: Trouble
I am going to the DA’s office regarding General Contractor and your company illegally random faxing our office, If this is your idea of internet based and electronic marketing you need to know the federal statute on FAXES!!!
This is no JOKE!
Customer
Our Reply--------------------------------------------------------------------------------
From: Tech Support
Sent: Thursday, August 25, 2005 9:41 AM
To: Customer
Subject: RE: Trouble
Hello, Customer, good morning! Upon extensive research, I can find no listing for your company to remove you from our fax list. I have even logged on as General Contractor and still cannot find your company. Please let me know what your fax number is, so I may try to research it that way. You obviously do not run a commercial construction company, and General Contractor seems to think you are because you have "lock smith" in the name of your school. Once I can find your company's information, I will happily remove you from our database. My fax number is listed below if you wish to notify me that way.
Best Regards, Tech Support
Customer's Reply--------------------------------------------------------------------------
From: Customer
Sent: Thursday, August 25, 2005 12:17 PM
Subject: RE: Trouble
You are using a random dialer! The aria code is 435 which is Utah. If I drag you before a Mormon Judge It will not go well with you. And you will be ordered to appear HERE! This is Mormon Ville and your company is treading on thin ice.
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At this point, our support rep, Steve, called the user. As soon as Steve told him his name and company, the "customer" went on a five minute tirade. Once the “customer shut up for a second, Steve was able to get his fax number (which was asked for in our reply). Steve was able to find it and see that the “customer’s” fax number used to belong to a subcontractor that still existed in our database.
I guess my point is, if you have a problem, use the support options available and for goodness sake – Let that support option do its job!! Believe it or not, there are companies out there that genuinely want to fix errors and problems.
