I bought a membership at ConsumerReports.org, as I was used car shopping.
I got this email on September 13 (my birthday, by the way, which NOBODY at DPC noticed):
Dear John:
Please participate in a survey about cell phone service. As one of
our subscribers selected to participate, any experiences that you
may have had will help us with this report.
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Along with link. Of course, I'm not going to take a survey unless there's something in it for me, so I shoot off a message to Rogers Wireless. The service claimed a 24 hour turnaround with an answer to my question.
"I've been selected by Consumer Reports as a cell phone service survey participant. I thought I'd give you a chance to demonstrate your goodwill as an example before I fill it out. Cheers, and good luck, John"
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Today... two weeks later, the reply comes:
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Dear John,
Thank you for taking the time to write to us, we appreciate your use of online customer service.
We apologize for the delay in responding to your email. We are currently receiving higher email volume than normal, and are attempting to answer all email as quickly as possible in the order they arrive.
We would be more then happy to look into this for you. For security purposes and to better assist you, we require your Last Name before accessing any of your accounts.
We look forward to your response and working with you. Rogers appreciates your loyalty.
If you have any further questions do not hesitate to reply, as well our Customer Service Centre is open to assist you with anything further. Their hours of operation are Monday ΓΆ€“ Sunday from 6AM ΓΆ€“ 2AM EST. They can be reached at 1-888-764-3771 (ROGERS1) or *611 from your handset. You are a valued customer and Rogers thanks you for your business.
For future email correspondence with respect to this e-mail, please quote reference number xxxxxxx
Regards,
Magee T
Rogers Online Customer Service
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What? They need my last name? I sent the message while logged into my account, and my cell number, date of birth, and email address (which is my last name), were all included in my message as well as their reply.
My conclusion is, no human read my email and this is a canned response.
They aren't going to get very good grades on that survey!
Message edited by author 2010-09-29 16:48:13. |
