when the customer service personnels don't do their job properly. Recently, I received a reminder letter from my favorite magazine Cookinglight to remind me of the auto renewal program I enrolled last year. According to this letter, my subscription will be auto-renewed at $18 per annum, a "discount" offered to reward its loyal readers.
When I went into the magazine website and checked my personal detail, the yearly rate offered to me was $13. Feeling confused, I wrote an email to their customer service to clarify the matter, and following were our correspondence:
--- Original Message ---
From: novice baker
Received: 9/6/2006 2:10:12 PM Eastern Standard Time (GMT - 4:00 )
To: wes.ck@customersvc.com
Subject: Cooking Light Billing Inquiry,
On Wed Sep 06 14:18:46 EDT 2006 novice baker wrote:
Subject : Billing Inquiry
SubType :
Comments :
On August 23, I received a letter to remind me of the automatic renewal program. However, the rate offered was $18. It was different from the $13 per annum I see when I log into my customer service page online.
As my subscription is ending in Nov 2006, I am currently exploring various options to renew my subscription.
I look forward to your clarification on the subscription rate before I make any decision to renew my subscription.
thanks.
Keina Fwrote:
Dear novice baker:
Thank you for contacting COOKING LIGHT Customer Service.
Please understand that testing different rates is a common marketing
practice. The offer you mention is targeting new subscribers. The offer
enables potential customers to review the magazines at that low rate to
decide if they would like to continue with a subscription. Because we
value your business, we will be happy to extend your current
subscription with that offer, if you like.
You may visit our website and renew your subscription from there. Or,
if you prefer, you may return this e-mail with your full name, complete
mailing address (including city, state, and zip code), and account
number. Please include your order and billing instructions.
We apologize for any confusion and look forward to hearing from you!
We appreciate this opportunity to be of service.
COOKING LIGHT Customer Service
www.cookinglight.com
--- Original Message ---
From: novice baker
Received: 9/7/2006 2:23:58 PM Eastern Standard Time (GMT - 4:00 )
To: KXXXX F
Subject: Re: Cooking Light Billing Inquiry,
I am afraid you didn't read my email clearly. Let me reiterate. I received a mail from Cookinglight to remind me of the auto renewal program. Under the program, I have to pay $18 per annum.
However, in my customer service page on cookinglight.com, the rate is $13!!!!! Why would I want to accept the $18 offer which is much higher than the rate quoted on the website?
Anyway, I just found out that I can renew the subscription at ebay for only $9.00. I may as well do so, since all the reply I got from your customer service is a "cut and paste" formal reply without even a close look at my inquiry.
From: "RXXXXX C OQ"
To: novice baker
Subject: Re: Cooking Light Billing Inquiry, <<#!$%^$#@!#$%#>>
Date: Fri, 08 Sep 2006 01:11:35 GMT
Dear novice baker:
Thank you for contacting COOKING LIGHT Customer Service.
Please understand that testing different rates is a common marketing
practice. The offer you mention is targeting new subscribers. The offer
enables potential customers to review the magazines at that low rate to
decide if they would like to continue with a subscription. Because we
value your business, we will be happy to extend your current
subscription with that offer, if you like.
You may visit our website and renew your subscription from there. Or,
if you prefer, you may return this e-mail with your full name, complete
mailing address (including city, state, and zip code), and account
number. Please include your order and billing instructions.
We apologize for any confusion and look forward to hearing from you!
We appreciate this opportunity to be of service.
COOKING LIGHT Customer Service
www.cookinglight.com
I feel stupid to even bother to drop them a second email, for all I got in return was another thoughtless cut and paste reply like the first one. I wonder why they even have a link on the website for subscribers to inquire about other issues.
When I went into the magazine website and checked my personal detail, the yearly rate offered to me was $13. Feeling confused, I wrote an email to their customer service to clarify the matter, and following were our correspondence:
--- Original Message ---
From: novice baker
Received: 9/6/2006 2:10:12 PM Eastern Standard Time (GMT - 4:00 )
To: wes.ck@customersvc.com
Subject: Cooking Light Billing Inquiry,
On Wed Sep 06 14:18:46 EDT 2006 novice baker wrote:
Subject : Billing Inquiry
SubType :
Comments :
On August 23, I received a letter to remind me of the automatic renewal program. However, the rate offered was $18. It was different from the $13 per annum I see when I log into my customer service page online.
As my subscription is ending in Nov 2006, I am currently exploring various options to renew my subscription.
I look forward to your clarification on the subscription rate before I make any decision to renew my subscription.
thanks.
Keina F
Dear novice baker:
Thank you for contacting COOKING LIGHT Customer Service.
Please understand that testing different rates is a common marketing
practice. The offer you mention is targeting new subscribers. The offer
enables potential customers to review the magazines at that low rate to
decide if they would like to continue with a subscription. Because we
value your business, we will be happy to extend your current
subscription with that offer, if you like.
You may visit our website and renew your subscription from there. Or,
if you prefer, you may return this e-mail with your full name, complete
mailing address (including city, state, and zip code), and account
number. Please include your order and billing instructions.
We apologize for any confusion and look forward to hearing from you!
We appreciate this opportunity to be of service.
COOKING LIGHT Customer Service
www.cookinglight.com
--- Original Message ---
From: novice baker
Received: 9/7/2006 2:23:58 PM Eastern Standard Time (GMT - 4:00 )
To: KXXXX F
Subject: Re: Cooking Light Billing Inquiry,
I am afraid you didn't read my email clearly. Let me reiterate. I received a mail from Cookinglight to remind me of the auto renewal program. Under the program, I have to pay $18 per annum.
However, in my customer service page on cookinglight.com, the rate is $13!!!!! Why would I want to accept the $18 offer which is much higher than the rate quoted on the website?
Anyway, I just found out that I can renew the subscription at ebay for only $9.00. I may as well do so, since all the reply I got from your customer service is a "cut and paste" formal reply without even a close look at my inquiry.
From: "RXXXXX C OQ"
To: novice baker
Subject: Re: Cooking Light Billing Inquiry, <<#!$%^$#@!#$%#>>
Date: Fri, 08 Sep 2006 01:11:35 GMT
Dear novice baker:
Thank you for contacting COOKING LIGHT Customer Service.
Please understand that testing different rates is a common marketing
practice. The offer you mention is targeting new subscribers. The offer
enables potential customers to review the magazines at that low rate to
decide if they would like to continue with a subscription. Because we
value your business, we will be happy to extend your current
subscription with that offer, if you like.
You may visit our website and renew your subscription from there. Or,
if you prefer, you may return this e-mail with your full name, complete
mailing address (including city, state, and zip code), and account
number. Please include your order and billing instructions.
We apologize for any confusion and look forward to hearing from you!
We appreciate this opportunity to be of service.
COOKING LIGHT Customer Service
www.cookinglight.com
I feel stupid to even bother to drop them a second email, for all I got in return was another thoughtless cut and paste reply like the first one. I wonder why they even have a link on the website for subscribers to inquire about other issues.
1 comment:
Haha! This is hilarious! This is why we should never ask a company's customer service via email - you're talking to a annoying and boring machine (which is worse than a real person tele-communicator)! It's ridiculously pointless and time-wasting. If I were you, I'd march up to the office and wave their letter at their noses - well, maybe only in my head would I do that.... And I would've probably just have done the same as you. :P
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