While away last week, I received the following letter from The Curator, which pertains to my writing to him on behalf of H & H in a handbasket and theJackalope:
"I wanted to send one more word on the matter of the Very Personal Notes: the concierge team and I were investigating how many of these had yet to be sent out, and why, and have been working with our friends in the fulfilment department to correct any lingering issues where these are concerned. The concierge team sent out emails to some members where address questions remained, and we have been seeing responses coming in. The end result is, I believe the fulfilment team means to send these out next week, and I hope your friends will be satisfied to receive these at last. As always, should you have any further questions, comments, or concerns, please do not hesitate to contact me forthwith."
To the folks noted at the beginning, please do let me know if you have finally received your Very Personal Note. Or if anyone else has not.
Post by helenahandbasket on Oct 16, 2016 16:07:58 GMT -5
No very personal note, though I will say it took three emails for a simple address correction several months back -- back when I was still kinda inquiring about the Very Personal note and wanted to make sure it was sent to my home address and not c/o a friend, as it was originally set up. The address wasn't actually wrong, of course. If the Very Personal Note had been sent to that address, it would have gotten to me. But I'm pretty sure it wasn't sent, since my account says it wasn't sent.
TheGenii, it's great that The Curator responds to your emails and questions and that you're the one keeping us posted
Well, let's give it another two weeks before I bug him/them again. He says they are trying to clean up the remaining unresolved issues this week. I would suggest that NOW is a good time to drop them yet another email, since they are on watch for emails relating to the Very Personal letter. Ditto for Jackalope, who seems to have given up.
My creed: never give up until you get what you've paid for.
Post by helenahandbasket on Oct 16, 2016 19:06:22 GMT -5
You know, really. They have a computerized list of people and, based on the account information, they know exactly what has and has not been sent to each person who has paid for something. I mean, unless it's some kind of really tragic database that they can't query.
TheGenii, I have already emailed them as much as I'm inclined to. I spoke with Timothy by phone over the summer, he made commitments that haven't been realized. In my personal experience, even the most basic customer service questions go unanswered. But I'm exceptionally happy that you and others get good customer service and get your emails answered.
Frankly, it's good business sense to leave the stuff there's no hope of salvaging for your spare time and concentrate on making your forward-going clients happy. I consider myself and others in the same position as being pushed to the wayside so that MPC can attend to stuff like Ceiba Tree and the Kickstarter -- and, of course, answering emails from people who aren't directly demanding anything from them.
Unfortunately, as the owner of a small business, I can sympathize with the MPC's problems. Mailing lists can spontaneously become corrupted through no fault of the company. It has happened to many.
Mailing lists can be accidentally deleted or lost. It has happened to many.
You can answer 100 emails in a day only to discover the next day that a portion of them never were received and you've no clue why, or which ones weren't received.
All of this is a continuing nightmare for the small business owner.
None of this is meant to offer either solace or an excuse. It is simply a fact of doing business. When it happens, you always try to dig your way out as quickly as possible and, in our case, offer a bonus of some sort to compensate. The worst thing in the world is to alienate a customer to the point where they refuse to do business with you in the future.
What is less excusable is the lack of customer satisfaction you failed to received after verbally communicating with the MPC. That can only be seen as ineptitude.
Regarding your final comment, I don't believe that to be the case unless they're simply idiots (which I doubt). And I constantly request things from the MPC, including trying to help you and Jackalope complete your experience. I will repeat: the squeaky wheel gets the grease. It will take you less than two minutes to write an email. I can't see the harm, or excessive waste of time, in that.
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