STORY RECAP:
- This kind customer bought a package on August 21, 2020
- In April 2022, we made db change due to some improvements, the purchases made OFF-site were not automatically imported due to technical problems.
- On April 12, 2022, the customer wrote to me again obviously pointing out the lack of his keys from the system.
- On April 13, 2022 (24 HOURS LATER) I reply asking for proof of purchase as normal routine on these cases
- 23 June 2022 RESPONDS to my proof of purchase request, with simply the package ID
- 23 June 2022 (THE SAME DAY) I reply asking for proof of payment, we are talking about $1100 not $5, so it seems to me the minimum
- 13 October 2022 FINALLY he points out to me that the proof is in the pm, let's realize the distance in which this customer responds THAT REALLY NEEDS to solve the problem.
(Here the customer now insinuates that I ignored it, as if is easy to remember that 2 YEARS BEFORE, I had sold this package via pm and therefore the proof of purchase was in the pm)
- Here I make my mistake, i.e. I don't read or read (I honestly don't remember) the message and forget about the problem.
Now I don't want to justify myself, it can happen, but as it is written everywhere in my threads, we have a ticketing panel where a DEDICATED STAFF answers all tickets and solves all problems, the admins can verify, in 6 years of service I have given support on the forums perhaps to 3 customers, not because they don't want to, but because it's actually inconvenient and traceability is not the best.
- Obviously he replied on August 31, 2023..... telling me that if I didn't solve the problem within 24 hours he would open a report, well, not even the time to open this pm and I found this report open, indeed, after this message from the 24 hours, opened the report 5 minutes later… Okkkkkkk
That said, we obviously have the package backed up from the old backups, what I will do, as an apology gesture on my part, instead of importing the old keys, which had been partially used, I will send a BRAND NEW package for you to use.
I wrote this RECAP because the words that this client has used to describe me, my staff and my service are defamatory and unfair, so here is the story obviously entirely verifiable by the ADMINs via the PMs we exchanged with the client (I would that @Lucas
confirms everything)
That said, whether or not you want to delete this misplaced and unfair review or not, we are with a clear conscience,
Have a nice day
(New package that have a value of 2k€, as prices on these 3 years are changed, got already sent in pm to the customer @Moneyrain0x)