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Your customers "best of"

dimitrifrom31

By dimitrifrom31
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dimitrifrom31 Super Member

dimitrifrom31

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Could make a forum about customers "best of".

 

Those are all true stories (only translated to english when they were in another language) :

 

 

What may I put in the order form next to the "name" field ?

 

My CC number doesnt fit in, it has 16 numbers and lets me put 12 only
=> After 45 minutes on phone asked him to try to proceed anyway and figured out that he wasnt yet on payment page but still on the order page and filled the "coupon code" with his CC number.

 

- The 10 slots voice servers are free right ?

- Yes they are free if you order a game server

- Ok but I cant get it free

- Just add it in the order form and you will see it will add no charge

- Yes but I got total : €9.00

- Those €9.00 are your game server so nothing is wrong

- Yes but I want to get rid of the €9.00 I only want the free voice server

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dimitrifrom31 Super Member

dimitrifrom31

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How bout....

 

If I don;t want the FREE voice server how much of a discount can I get..

 

Lets see.. 20.00 minus Free or 0 = 20.00!

 

 

i was asked that too a billion times already.

 

Nothing against spanish ppl, I actually like them and have been living myself in spain for a year but they are the most "uncomfortable" with online orders and also the ones asking for extra discoutns on already discounted items.

 

Basically what does a standard customer is go to your website, check prices, order (or not), proceed to payment and voila.

 

What 75% of spanish customers do is :

- add you to msn

- chat during at least 15 mins, usually much more (can be multiple chats during days even) asking prices and other stuffs that are all on your website

- try to get discount

- finally goes to ur website to order

- contacts you to get helped filling the order form

- gets redirected to payment page

- contacts you to get helped to proceed to payment

- realizes he cannot purchase as he has no CC, no paypal and no bank account.

 

had to figure out a special payment method for spanish customers using post office services :)

 

idk if thats something cultural, I discussed this phenomenon with different spanish friends and according to them spanish ppl are very uncomfortable with eveything related to internet excepted msn and video games.

Basically spanish ppl represent 30% of my total customers and 90% of my support time.

 

that being said they are very good and cool ppl mostly and i miss the days i was living in spain.

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HIS-MOTHER Super Member

HIS-MOTHER

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Ok.. Now try to define

 

"Prorated" to them. ;)

 

 

It says 20.00 but I only paid 17.35? Does that mean next month is 17.35 as well or they complain when they are charged for the full month next month, that or they order with 3 days left in the Month and it charges 20.00 plus the 3 days. ;)

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dimitrifrom31 Super Member

dimitrifrom31

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Ok.. Now try to define

 

"Prorated" to them. ;)

 

 

It says 20.00 but I only paid 17.35? Does that mean next month is 17.35 as well or they complain when they are charged for the full month next month, that or they order with 3 days left in the Month and it charges 20.00 plus the 3 days. ;)

 

thats why I do not prorate lol

 

@derek : hell ye im kinda susprised but this is the most frequently asked questions. Imagine ur in the supermarket watching the cornflakes and theres a big sticker saying $1.50. Would you dare asking how much it costs? well they would obviously.

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GS-Liam Super Member

GS-Liam

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thats why I do not prorate lol

 

@derek : hell ye im kinda susprised but this is the most frequently asked questions. Imagine ur in the supermarket watching the cornflakes and theres a big sticker saying $1.50. Would you dare asking how much it costs? well they would obviously.

 

I'd add the supermarket on msn and try get discount :grin:

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  • 1 month later...
SickPuppy Super Member

SickPuppy

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A customer calls at 3:30 AM and complains that he cant get his server back online. I get up and login to help him. He tells me his username and I can't find his account so I search by email address and then by name, still nothing. So I ask him the name of his GSP, well it wasn't HostileContact.

 

Instead of calling him a dumbass and hanging up I talked him through his issue and helped him get his server back online.

 

Two days later he was a Hostilecontact customer. Now he has a 8 game servers, a Teamspeak, and web hosting rented from us.

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Bryce Conversation Superstar

Bryce

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A customer calls at 3:30 AM and complains that he cant get his server back online. I get up and login to help him. He tells me his username and I can't find his account so I search by email address and then by name, still nothing. So I ask him the name of his GSP, well it wasn't HostileContact.

 

Instead of calling him a dumbass and hanging up I talked him through his issue and helped him get his server back online.

 

Two days later he was a Hostilecontact customer. Now he has a 8 game servers, a Teamspeak, and web hosting rented from us.

 

Curious how he got your phone number in the first place.

 

Not sure how you can talk someone through an issue if they have very limited access as a customer, but that's good for you, shows that being kind and helpful does pay off in the long run.

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Defcon|Rich Super Member

Defcon|Rich

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Ok.. Now try to define

 

"Prorated" to them. ;)

 

 

It says 20.00 but I only paid 17.35? Does that mean next month is 17.35 as well or they complain when they are charged for the full month next month, that or they order with 3 days left in the Month and it charges 20.00 plus the 3 days. ;)

 

 

Oh man, We get that question so much it's added to our pre-defined replies on the contact form..

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SickPuppy Super Member

SickPuppy

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We get calls, live chat, and ventrilo support request all the time from other GSP's customers. We help if we can, this customers issue was simple, as most are, he was trying to load a track to his rFactor server that was not in his Dedicatedsbslm.ini. This is a common cause of rFactor servers not coming online. Just from listening to what he was trying to do I knew what the issue was.

 

He knew he wasn't a HostileContact customer you have to be pretty dumb to not know where you rent your game server. He was just trying to get help and his GSP was not helping him.

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SickPuppy Super Member

SickPuppy

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We actually had a customer complain because the price of the server on the website was higher than the price in the shopping cart total. This was an error in the shopping cart settings. The web page showed the server as $74.75 and when he went to check out the total was only $48. So he called to complain, I adjusted the shopping cart price to $74.75 and he was happy. Said he wanted to make sure he wasn't going to get riped off and end up with less slots.

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Defcon|Rich Super Member

Defcon|Rich

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Here's one for you just came in a few minutes ago..

 

Customer:

I cannot connect to my voice server it says "Unable to connect". Is there something I'm doing wrong?

 

 

Staff:

Did you check your control panel to see if the server was running?

 

 

Customer:

I did, and the status was "stopped" What should I do?

 

Staff:

Go back to your control panel and on the page you saw the status as "stopped" you should see a "Start/Stop" button. Click the "Start" and you should be able to connect.

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dimitrifrom31 Super Member

dimitrifrom31

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Here's one for you just came in a few minutes ago..

 

Customer:

I cannot connect to my voice server it says "Unable to connect". Is there something I'm doing wrong?

 

 

Staff:

Did you check your control panel to see if the server was running?

 

 

Customer:

I did, and the status was "stopped" What should I do?

 

Staff:

Go back to your control panel and on the page you saw the status as "stopped" you should see a "Start/Stop" button. Click the "Start" and you should be able to connect.

 

good one idd, even better if we consider ur customer mother language must be english, at least some of my customers have the "excuse" of the language :)

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  • 4 weeks later...
SickPuppy Super Member

SickPuppy

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This happened yesterday.

 

Customer orders a server at around 3pm EST. Three hours later he calls to find out why his server is not ready. I looked up the order number and the PayPal payment failed to process. I explained to the customer that PayPal failed to process the payment. His response "I don't have any money in my PayPal account I thought they would just send me a bill"

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GS-Liam Super Member

GS-Liam

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This happened yesterday.

 

Customer orders a server at around 3pm EST. Three hours later he calls to find out why his server is not ready. I looked up the order number and the PayPal payment failed to process. I explained to the customer that PayPal failed to process the payment. His response "I don't have any money in my PayPal account I thought they would just send me a bill"

 

Haha:smile:

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lpgservers Super Member

lpgservers

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This happened yesterday.

 

Customer orders a server at around 3pm EST. Three hours later he calls to find out why his server is not ready. I looked up the order number and the PayPal payment failed to process. I explained to the customer that PayPal failed to process the payment. His response "I don't have any money in my PayPal account I thought they would just send me a bill"

 

Quite funny as the very same thing happened here a few nights ago. Wouldn't happen to be from Ohio would he?

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  • 2 weeks later...

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