Jon,
I'm still laughing at what you've done. You could have easily placated me, and I'm a customer, but you're touting your customer service policies while posting a note attacking and vilifying one of your customers!
You're the VP of a brokerage house. I can't imagine a less professional behavior, frankly, and I assure you, the majority of posters here will feel as I do.
Here, Ryan made mistakes that literally cost me $100, so he said he'd give me a credit. Months later, no credit, and Ryan denies he offered it. The rep who calls, leaves me on hold for a long time, while he wanders around to talk to Ryan (though he said he was going to find the records from March-April). When he finally comes back he tells me Ryan is calling ME a liar, hangs up on me exclaiming I'll "never" get the credit. Amazing. No attempt to check records, relies on Ryan's memory, is discourteous. I talk to brokerages every day and never have seen anything like that.
You accuse me of a vendetta, but instead of giving me the credit and teaching your staff how to talk to customers, you come on line to attack me. You think you will hurt ME by giving anyone BUT me the $100, but what you do is expose the bizarrely unprofessional activity of your firm to public scrutiny. I wouldn't have USED the $100 credit, most likely. I am transferring my account But you could have earned my good will, and instead chose to alienate me further.
You've proven my case, not just to me but to the readers of this thread. The discourtesy to customers is a TOP DOWN policy at Web Street. Your behavior here was rude to me, and suggests that you encourage rudeness on the part of your staff.
I hope you will also offer my $100 to a lot of other internet sites, because I'll be spending some time on some other sites discussing all of this, this week-end. And, I wouldn't have given it another thought if you hadn't behaved so badly.
Linda Kaplan |
