A friend of mine was in the USA on a trip but wanted to take advantage of the “Exclusive Sofitel Manila Dining Experience!” offer on CashCashPinoy.com but of course they were having problems with their online ordering so she asked me to try. I did. Then they cancelled my order. Why? Because I didn’t reply to their request for verification of my information. One problem. I NEVER got this request for verification. I tried to handle this w/ their moron customer service department. But since they’re too f’ing stupid or lazy to even READ my correspondence with them I’ve given up. I kept my friend in the cc loop on all this and in her own words “yeah I saw that I’m so pissed now they can go eat a dick”.
Wise words Shey! But I figured why not shame them properly here and over on the PhilippineFailBlog.com site I’ve been guest posting on. So first you have to watch this video:
Yeah, READ fuckers. As in READ what I’m emailing you! 2 days after I placed my order I get an email w/ subject “Request received: Payment Verification – Exclusive Sofitel Manila Dining Experience (ticket #17417)”. The email says:
Thank you for writing to CashCashPinoy about Payment Verification – Exclusive Sofitel Manila Dining Experience.
Your request (#17417) has been received and will be reviewed by our support staff.
We strive to answer your all email requests within 48 hours upon receipt.
So of course I reply back the only thing that makes sense:
I didn’t send a request, heh.
I did go to their support site like they suggested using the link they provided, created an account, and surprise. No support tickets found. 2 days later I get another reply with the subject line of “Request #17417: How would you rate the support you received?”. Pretty piss-poor. Good thing I read the email b/c instead of being what looked like a “rate our service” email it was actually a response to my email:
Jul 25 01:48 pm (CST)
Thank you for sending us an email.
We sincerely apologize for the inconvenience this has caused you.
We deeply understand how much your purchase means to you and we are very sorry that you have need to undergo our verification process.
Please be informed that we have a new payment gateway and they have their own way of filtering our customers’ transactions and prompts us which transaction to be investigated and validated.
This is our new security procedure for all of our credit card and Paypal transactions.
And since you did not submit the documents with the time frame given, we already forwarded your name for the process of refunding the money to the credit card account.
Our payment partner will need 7 to 10 banking days to process your reversal before transferring it to your issuing bank.
Reversal will reflect in your billing statement depending on when your issuing bank will process the data forwarded by our partner merchant or when your cut-off would fall.
Again, we do apologize for the inconvenience this may have caused you.
Should you have further concerns, please do not hesitate to send us an email at [email protected]
CashCashPinoy Payment Verification Team
This was of course getting ridiculous so I replied back:
Wait, what?!?! Look, I NEVER was notified ANYTHING about a verification process. The first email I got was just that there was a support ticket opened. I logged into the site and looked at my tickets and NOTHING was listed. How the hell can I provide documents YOU NEVER ASKED FOR!?!?!
And here’s my reply I got to that today:
Jul 31 01:35 pm (CST)
Thank you for writing to CashCashPinoy!
We understand that you want to follow up the reversal status of your Exclusive Sofitel Manila Dining Experience.
We understand that you are inquiring about the status of your reversal.
We’ve processed the reversal of charges on your card and the details were forwarded to your issuing bank last July 24, 2013. Please note that the reversal will take 7 to 10 banking days and will reflect on your next billing statement or depending on your bank’s account cycle. Please follow-up with your issuing bank for the status.
Moving forward, we have good new for you, this deal is extended until Friday Agust 2, 2013. If you want you can repurchase the deal suing other modes of payment like 7 connect or Over The Counter.
Should you have further inquiries, please feel free to send us an email at [email protected] You may also contact us via our Live Chat Support from Monday to Friday (11am to 8pm). Just click the Live Support button on the right side of our webpage.
– Saving Feels So Good! –
DID YOU READ MY EMAIL AT ALL!?!?! So I replied back with this:
Do you actually know how to read? I WAS NOT following up on the status of the “reversal status”. I was TRYING to help you understand that you have a HUGE BUG IN YOUR SYSTEM. You people said since you didn’t hear back on your request to verify my information you cancelled my order. One problem I’ve been telling you about OVER AND OVER:
I NEVER GOT ANY REQUEST TO VERIFY MY INFORMATION!
So you’re cancelling my order for no reason.
Great to know the offer has been extended! Now I can go order it again, you will again FAIL TO SEND ANYTHING requesting verification, and cancel my order again. What a GREAT DEAL.
Look, I know you’re probably the typical agent who doesn’t give a shit about your job, are just showing up to do the minimum to get paid so your parents don’t give you a hard time for not having a job.
But just once, for shits and giggles try USING that thing between your ears. You could very well identify a huge problem that is causing your company a LOT of lost sales. READ the history on this ticket and it will be OBVIOUS to anyone smarter than a trained MONKEY what is going on.
PS, congrats, your PISS POOR customer service (most especially not bothering to READ what I bother to TYPE) just earned you a post on http://philippinefailblog.com/.
Seriously, it’s obvious their setup to use ZenDesk (web-based customer support package) is totally borked. Who knows HOW MANY orders they’ve cancelled for no good reason. But do the people answering customer support emails give a shit? NO. They don’t even read the replies from customers. TYPICAL.
Oh, and just for the fun of it I clicked on the link in one of the emails asking if I was satisfied w/ the support I received:
We’d love to hear what you think of our customer service. Please take a moment to answer one simple question by clicking either link below:
How would you rate the support you received?
Try it yourself above. Heh, guess which one I clicked. Guess what you get when you click?
Classy guys! So yeah save your money and your time, don’t ever bother doing any business with CashCashPinoy.com. They’re too fucking stupid and lazy to even properly process your order. They’ll just cancel it and fail to read your emails when you try and fix THEIR mistake.