May4

small victory.

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I spent a couple of hours

capturing a year of memories

to make into a  photo book

uploading the photos into one place

creating a cover

putting things in some sort of order

making them make sense

telling  the story of the year 

spacing them to be pleasing to the eye

letting it be less than perfect

just like real life

happy to have the year 

remembered and represented

all in one book

the special price was great

a bonus

 happy with it all

i pushed the order button

and bam!

imagine my surprise

when it was double the price!

they had added in some special metallic effects

some colorization., etc. that I hadn’t asked for

i quickly contacted the company

who I’ve made books with before

and our ‘conversation’ began with a chatbot 

who gave me options that didn’t apply 

after a few back and forths

it passed me on to a human

after a few more back and forths

and yet a few more

then a few more after that

suddenly

they had a change of heart

and miraculously 

they could solve it

 it was almost free at that point

i feel like we were at the point

where they were going to actually pay me

for the honor of buying the book from them

and they sent me the message above.

kind of funny and over the top

but problem solved.

I appreciate them.

—

‘celebrate even small victories.’

-h. jackson brown jr.

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45 responses »

  1. Now that’s what I call customer service! Though the initial buying experience does feel as if they added on the extras in the hope that you would just pay for them without going through the chatbot process.
    Best wishes, Pete.

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  5. I was all in until your last sentence. You are so kind and understanding and level headed.
    My conversation with them would have gone quite differently. And I would have put the pictures back in the box and said … heck with the book. lol

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  7. I work in client support, and chatbots are evil! Can you imagine we are an IT company that has AI helping clients with programming, etc, but we don’t have a chatbot! If you write to support, a real person, like me, will answer you! And clients highly value that! They don’t care if we answer later (cause the chatbot can respond in a second!), they value our person-to-person responses

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  10. I’ve also been looking at photo books recently when I realized just how much photos are stored digitally. It’s amusing to read about your experience. In this case, the frustration sounds like it was all worth it!

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    • It was , and normally it’s a pretty easy process. Now that I’m retired, I have a lot more time to organize things, but I didn’t know the ending would be so complicated :-)

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  17. Any company that wants my loyalty has to have great customer service. Never Mind the product or service being offered. It’s the customer service I remember.

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    • it was a project I now have the time to do, and it means a lot to me to get it completed. I’m working on archiving and organizing my photos and memories from over the years for my family and I want to do it well. I was motivated. )

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