very bad experience
Hello,
I would like to share my recent experience with your chat support ( Called Fran) in the hope that it helps improve your customer service.
I was in contact with someone named Fran via your chat system. I asked a simple and specific question regarding the type of ring binder shown in the photo of the following product:
imprentaonline24es/imprimir-carpetas-con-anillas
Instead of answering my question, I was redirected to the same product page( he sent me the link)
despite the fact that I was clearly referring to the image on that page. This suggested a lack of attention to my query.
I clarified again that I had already visited the product page and that there is no technical details are provided regarding the type of ring binder used.
The photos are unclear and do not allow for proper identification (to help Fran i mentionned whether the type is e.g., D-shape, round, or Q-shape rings).
Despite this, I was asked to send an email,raising the question of the purpose of having a live chat service if it cannot provide basic assistance.
To be more precise, I even shared a screenshot showing the exact issue, but again, the response was simply to send an email to receive photos ( what which photos!!!!) . However, I wasn’t asking for additional pictures, I only needed a clear answer about the type of ring mechanism used.
Worse still, the chat was ended abruptly by the agent without resolving my query, and I was then blocked from accessing the chat again.
I subsequently emailed to explain the situation in detail, Unfortunately i received a reply from the same person, Fran asking me again what my request was, despite my email already containing the full explanation.
This experience reflects a lack of focus and professionalism, and it gives the impression that the goal is to wear the customer down rather than to assist them.
I hope this message is taken into consideration, as I genuinely expected a more efficient and customer-oriented service.
Reply from Imprentaonline24
Buenos días le escribimos más de 5 veces preguntándole cual era su duda acerca de las carpetas con anillas pero usted solo quería entrar en disputa con la persona que le estaba atendiendo, solo al final nos dijo cual era su consulta y en menos de 2 minutos le dimos la respuesta. Le escribimos tanto por el chat como por el mail y no nos proporcionó la foto que nos comenta hasta el último correo, desde entonces estamos esperando la respuesta. Por favor no intente dañar el trabajo de compañeros intentando hacer creer que no lo realizan bien. Estamos casi convencidos que es una opinión falsa de la competencia, por favor no moleste.