I registered and paid for a year with Pet Assure for 4 of my pets during the 1st part of March. I didn't get a card in the mail so, I emailed you:
On Fri, Apr 7, 2017 at 8:39 PM, Wufoo wrote:
Please enter your question here: *
I wrote:
I haven't received my pet savings card in the mail yet. Its been a month since I signed up. Please Send it ASAP. Thanks. My Member ID is 2765793.
KF
4745 Desert Vista Rd
Las Vegas, NV 89121
Email (Pet Assure will never sell or share your email address) *
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I got this response from Becky 3 days later:
Customer Care
Apr 10
Good Morning KF,
I'm sorry you haven't received your new card yet. It looks like we mailed it to you on 3/23, but I also see that you updated your personal information on 4/7 in your online account. Did you modify your address? I just want to make sure I'm not sending the card to the same address, if there's already one on the way.
Sincerely,
Becky
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Can you believe that answer??
She is telling me that she will not send another card to the same address, which is what I need her to do.
What kind of Customer care is that?
What kind of life experience does this girl have? Mail gets lost, stolen and misdelivered on a regular basis in this country. Yet she won't mail another card to the same address if she's already mailed it once. Is this a decision made by Becky herself or is there a company policy that directed her to tell me that? So, if it wasn't just Becky being lazy, obnoxious and smug and putting me off, perhaps it's company policy that needs another look. I understand that stamps cost money, but the loss of a customer and the referrals they can give costs ever so much more.
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So, I answered Becky the next day:
Apr 11
KF to customercare
Becky,
I changed my email address to. I did not change my mailing address. My mailing address is still:
KF
4745 Desert Vista Rd
Las Vegas, Nevada 89121
which was included in my first piece of correspondence to you. You could have compared it to the address on the initial application if a change of address was in question.
The problem here is: I did not receive the card you said you mailed on 3/23. Since I have not received that card in the past 19 days, I believe it to be lost in the mail. PLEASE mail me another one as I doubt very seriously that the 1st one it is still on its way after this length of time.
The Vet cannot take the "temporary" card that I printed out because it expired on 3/16, which is a full week after you say you mailed the permanent card. If you cannot send me another card than please have your supervisor contact me as I may have to cancel the years subscription.
Sincerely,
KF
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Customer Care
Apr 12
Hi KF,
I've added you to the card queue to receive another card. You can download a new temporary card here if you need to show your vet proof of coverage in the meantime:
Sincerely.
Becky
Customer Care
Pet Assure
1.888.789.7387 |
So, 5 days after my initial email and after having to threaten to speak to Becky's supervisor to cancel my Pet Assure Subscription, Becky finally tells me: " I've added you to the card queue to receive another card. You can download a new temporary card here if you need to show your vet proof of coverage in the meantime: (she gave me site to go to)
there was No apology. It was certainly not a warm and fuzzy email. I'd call it "terse."
Why on earth did I have to waste an additional number of days on this and actually have to threaten to speak to Becky's supervisor before she agreed to give me a solution to my problem?
she could have done this on the first day she responded to me rather than ask me questions like: did you change your mailing address, when she had that information already? By the way, That's a "Blame" tactic used to make it the customer's fault that the card wasn't received. It was Not appreciated.
I felt that dealing with Becky was incredibly negative and unhelpful. I had to marvel and laugh at the idea that somebody had actually hired this person to interact with their customers.
I've had a 35 year career in Customer Service. I've supervised health Information service departments in both large Hospitals and Clinics. At my last job, my 70 employees worked 24/7, helping doctors, nurses, patients, their families and the community personally, over the phone and on the computer. If any of those employees had been caught treating any of our customers like Becky treated me they'd be looking for another job. Perhaps Becky believes that, since she answers via computer, she can remain bot like. Nothing could be more wrong. If a person can't convey warmth, concern and caring about a customer's problem with their response, whether verbally or in writing, than they should find another way to make a living. Just because a person is computer literate, doesn't mean they are skilled in interpersonal relations and personal communication. Maybe Becky needs some additional training.
So.... I gave your company a 2 rating. If I had have been rating Customer Care and Becky, you would have gotten a 1. But the rest of the company seems to be upholding our agreement and I have been able to use my card.
This really did leave a bad taste in my mouth, however. Enough so that I didn't give a positive recommendation to the 32 women in my social group. You may not care, of course. But you should.
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