We host a free monthly teleclass for all of our members to attend. All they need to do is call into the number to connect. This customer is a non-paying customer, never has been and I had never spoken with him before this incident. I was under the impression that these teleclasses would not be recorded because they were happening monthly.
He emailed me about 20 minutes into the hour long teleclass. This is all copy+pasted.
Him: Is this presentation going to be recorded? If not, you lost me from attending since I cannot find you even in facebook.
Me: This event will not be recorded but it’s happening monthly. Our facebook page is [facebook page]. The number to call into the event is [number + access code]
Him: YOU TOTALLY LOST ME BECAUSE I ALSO TRIED THE PHONE NUMBER YOU GAVE- IT WAS BUSY. I TRIED 3 TIMES.
THANK YOU FOR SOMETHING I COULD HAVE USED. I WILL NOW HAVE TO GET IT ELSEWHERE FROM PEOPLE WHO ARE WILLING TO HELP.
THIS IS THE SECOND TIME I PLAYED THIS GAME WITH YOUR ORGANIZATION. I REALIZE NOT TO REGISTER FOR ANY OF YOUR PRESENTATIONS AS THE PREVIOUS ONE I REGISTERED FOR HAD THE SAME RESULTS.
Me: I can assure you we’re not trying to play any “game” with you. No one else seems to be having issues accessing the call. There is no reason for us to try and keep you from attending this teleclass. If [boss] did decide to record the teleclass, I will forward it on to you.
I’m not sure what the issue is. I just tried calling in on both my cell phone and my landline and I was able to access the call. You need to dial the number [number], enter the access code [acess code] and press # after. It will then confirm the number and if you entered the number correctly, press 1.
I’m sorry I can’t assist you any further as I’m not exactly sure why you would be getting a busy signal.
Him: YOUR PHONE NUMBER WAS BUSY. IF [Boss] REALLY CARED ABOUT HELPING PEOPLE GET CLIENTS THROUGH HIS WEB SITE, HE WOULD RECORD EACH PRESENTATION.
YOU LOST ME FOR ANY FUTURE PRESENTATIONS. IF YOUR PHONE NUMBER DID NOT WORK THIS TIME & WAS BUSY, THAT IS ON YOUR ORGANIZATION. THAT WAS POOR. THEN AGAIN, I DID NOT RELY ON GETTING CLIENTS THROUGH YOUR SITE, & I STILL DON’T.
Him again: YOU REALLY DON’T UNDERSTAND THAT WHEN I DIALED, THERE WAS A BUSY SIGNAL. HOW COULD I GET TO PUT IN THE ACCESS CODE WHEN THERE WAS ONLY A BUSY SIGNAL? EXPLAIN THAT ONE. I NEVER GOT TO THE BELOW ITEMS YOU MENTION:
You need to dial the number [number], enter the access code [code] and press # after. It will then confirm the number and if you entered the number correctly, press 1.
Me: I have spoken with [Boss] and he has informed me that he has recorded the teleclass. He is also unsure as to why you were unable to access the call. We have never had issues with the number being “busy” as you say, and I said before no one else had problems trying to call in, which leads me to believe this is a problem on your end – perhaps the phone plan you have doesn’t allow you to call lines like these?
I do not understand your extreme anger in this situation. I have been trying to help you, I was unable to reproduce the issue on my end, what else would you have me do? All I have gotten from you is rude messages implying that me, [Boss] and this company is trying to dupe you out of something. I’d like to note that this was a free teleclass, and you’ve been on our directory for free for the last two years. You mentioned you do not expect clients from [company name], and that’s fine, but as a free member you have less visibility and are less likely to be contacted.
I would be happy to send this recording to you, but I would like an apology from you first for the unnecessarily rude and uncalled for behaviour.
Him: Maybe because this is the second time this has happened. As far as my phone, I have never had a problem with calling anyone for any presentation. They always went through. Again, this is the second time with your presentations, I had a problem.
Maybe you need to check your phone system. My is fine.
Me: We had plenty of people on the call today, and I was able to access the call from two different lines after you had complained. Our phone system works just fine.
Him: How busy was the phone line at the beginning of your presentation? That would tell you the problem. After the presentation was over would not give you the same results. Think about that first for next time, please.
At this point I decided to call him to try and get things sorted out – I tried calling our teleclass line a few moments after he sent me his first message (20 minutes into the call) and it worked fine for me on two different phones. When he first picked up he seemed pleasant, but the moment I announced who I was he started saying “You’ve been extremely unhelpful in this whole scenario and I just wanted to access the teleclass, I am never dealing with any of these teleclasses again”. He wouldn’t let me get a word in at all, finally I said “You’re being incredibly rude to me and all I am trying to do is help you figure out the problem -” He cut me off, said “NO! You’re NOT helping me!” and hung up on me.
I then sent him this:
After careful consideration, we at [company name] have decided to remove you from our directory. It is clear you are not an appropriate fit for us. Rather than trying to work with us on finding a solution to your issues accessing the free teleclass you chose to berate us. We will not
tolerate this kind of behaviour nor will we take the chance that you may treat potential clients in this manner. Your information has been removed and your account has been cancelled.
His final response:
YOU AE NOT APPROPRIATE FOR ME AS WELL ESPECIALLY WHEN I RARELY RECEIVED EMAILS WHENEVER I SENT QUESTIONS TO YOUR ORGANIZATION.
YOU DO NOT HAVE THE TYPE OF WEB SITE ANY OF MY CLIENTS WOULD GO TO.
“What made you UNIQUE yesterday, makes you a COMMODITY today, and EXTINCT tomorrow, unless you ADAPT to change.”
That last quote was at the end of every one of his emails and I thought it was hilarious.