ZAxxRA客服服务态度！～(最新进展）

carmen@yy

最近，我和家人同时买了samsung牌的手机，然后得到了2-3张zaloxx的RM50 off折扣礼券。由于我没注意到后面有写一人只能使用一张，所以我就一次过使用2张。第一张我用来买衣服，礼券成功redeem.第二张想说帮我妈妈redeem买手袋，用回我的注册名字和资料，怎知道submit order后的半小时后，他们send了一封email给我：


Dear Koh xxx xxx,

We understand that you have made multiple orders with us. Unfortunately, we are sorry to inform you that your order was cancelled by our system due to triggers of voucher abuse.

We noticed that you have used the Samsung Voucher more than once. As per our voucher T&Cs, this voucher is only for one time usage per recipient. Besides email address we matched against various elements that matched our voucher abuse system.

If you are a Samsung's authorized dealer please be advised these vouchers should be distributed to end consumers.

We are sorry this has led to a cancellation on our end and for the inconvenience this has caused you.

For more information, you can visit our FAQ , contact our LiveChat, email us or call us at +603 2035 6622.

Thank You.

Summer Tam

就这样被他们说成是dealer~觉得他们的客服不会说话

MrRelax

hmmm.... 你就这样被他们说成是 dealer 了？？

carmen@yy

MrRelax 发表于 2014-9-25 04:16 PM
hmmm.... 你就这样被他们说成是 dealer 了？？

对啊，我收到他们的回复直接是  什么意思啊，没证据凭什么说我是dealer!

carmen@yy

由于不想平白无故被cancel order,加上被'以为'是dealer，所以我就写了封信来表达我的不满，并且要summer tam道歉～

To the Management,

I have received an email from Summer Tam dated on 25 September 2014 at 11.54am, written there: 'If you are a Samsung's authorized dealer please be advised these vouchers should be distributed to end customers.' Please tell me do you have any evidence to put this statement on me? I feel very offense with this sentence and you're telling me that I been suspected as a dealer and steal up all the vouchers that suppose distributed to the customers? I and my family members have bought few Samsung brand hand phone and received the ZAxxRA vouchers, and we'd like to combine use it.  I will advice my friends and my family members do not deal with ZAxxRA in future if none action taken on this Summer Tam. Do reply me email as soon as possible.


Thanks & Regards,

Koh xxx xxx

（英文不好请见谅）

之后他们的回复：

Dear Koh xxx xxx,

Thank you for choosing ZAxxRA Malaysia!

The joint promotion between Zalora and Samsung is for new customers registered with Zaxxra in order to grow our customer's base. This is why only 1 voucher is allowed per customer.
It should not be treated as a discount against the Samsung product.
If you already haver an account with Zaxxra, we would appreciate it is distributed to a non Zaxxra member.

We understand that you have made another order using the voucher before and that is why your current order using another voucher is cancelled.
If you already have an account with Zaxxra, we would appreciate it is distributed to a NON Zaxxra member.

For more information, you can visit our FAQ , contact our LiveChat, email us or call us at +603 2035 66xx.

Thank You.

Summer Tam
Customer Experience

carmen@yy

结果就是带我环游世界，之后我再直接post去zaxxra的fb，很快收到了他们的回复并要我提供购买receipt,我说如果我真的能提供你们会有什么action?结果再次环游世界：

Me:This is the receipt proof.

ZAxxRA Malaysia:
Hi Carmen, thanks for the receipt. Can you please provide us your order number? We need to check with our system. Thanks!

Me:
Now tell me, what action will you taken on Summer Tam for labeling me as DISTRIBUTOR?

ZAxxRA Malaysia:
Hi Carmen, would you mind sharing the order number that have been cancelled by our system? We need to check our system and we will investigate this matter further with our heads. We've looked into the matter and our sincerest apologies for the choice of words which has unfortunately created this misunderstanding here. there was no harm intended from our side, and the line stated "if you are" which you obviously are not, hence it does not apply to you. We are sorry this has angered you. We do hope for your kind understanding. Thank you.

Me:
My order is 207419xxx. And I would like to tell you that I'm very particular with those sentences that you all use. if you are trusting your customer, you don't even have to use'if you are'. I still feel very HARMFUL and I also emphasize I feel very OFFENSE although im not the dealer.  I will not make business with zaxxra temporary unless you let me know what ACTION you will take on Summer Tam. If you still avoid to answer this, I will report this to all zaxxra outlet until someone can let me know.

carmen@yy

ZAccRA Malaysia:
Hi Carmen, thanks for providing the order number. We'll take a look into this order tomorrow (business hours) and we will assist you further. We're truly sorry if you felt offended with the words that have been used regarding the voucher abuse email. We have no intention to offend anyone at all especially knowing our customers are our first priority. We do appreciate this feedback and we will take note on this. This issue will be informed to our heads to take further action.
Please be advised that your email will be replied within 48 hours. We will try our very best to assist you as soon as we can. Please accept our sincerest apologies. We hope you have a great day ahead.

之后轮到所谓的team leader写email给我：

Emile Nagayam (ZALORA MALAYSIA)
Sep 25 07:05 PM

Dear Koh xxx xxx,

First and foremost, on behalf of Summer Tam, I am truly sorry for the inconvenience this has caused you.

It is never our intention to cause any inconvenience to our customers. We are in the midst of informing all our Samsung dealers on the voucher discrepancies that are currently ongoing.

In all honesty, this e-mail was not targeted to you and this was a mistake. Rest assured, we will be more careful in our communications, and we sincerely appreciate you informing us on this.

We kindly seek your cooperation to pass us the receipts of all your purchases using the vouchers for further investigation. We are once again sorry for this, and hope that you understand.

For more information, you can visit our FAQ , contact our LiveChat, email us or call us at +603 2035 66xx.

Thank You.

Emile Nagayam
Team Leader
Customer Experience

之后我回复他们：

Dear Emile,

If you still have to take longer time for investigation, perhaps you can just cancel my purchase order and I will purchase with another website. I really love the dresses from Zaxxra and my intention to purchase the dresses from Zaxxra is to attend for wedding dinner on this coming weekend. IF your customer specialist suspect the customer of abusing the discount voucher, why can't you just suspend their purchase order and request for submit their payment receipt rather than too fast to cancel their order and conclude them as a dealer?Isn't it is really ridiculous that you are doubting a single customer can't even afford to buy more than two samsung brand mobile phone and receive 2/ 3 discount vouchers from Zaxxra? Or can't the customers receive the discount vouchers that given by their friends?This is really an unpleasant experience for me to make business with Zaxxra. Until now, you all still unwilling to let me know what action will be taken on Summer
Tam and just simply sending you to apologize to me on behalf of him.I am emphasized that I want Summer Tam apologize to me. Thus, I can see myself have no reason to make business with Zaxxra in the future included my Family members and even my friends. Lastly, I will attach my receipt to proof that I'm not a DEALER.

Regards,

Koh

（再次原谅我的英文）

然后今天早上zaxxra再次信息我：

ZAxxRA Malaysia：
Good morning Carmen! As per checked, the email was actually targeted to Samsung Dealer, however it was sent by accident to you and we deeply apologize. We will definitely ensure such error would not happen again in future. Thank you for providing the receipts for further investigation. We will update you by replying to your email soon and for such inquiry or assistance, you may email us as well. Happy Friday!

我想说的是，我要求summer tam对我做出道歉，但是他们一直回避我的要求。如果你们是亏不起，就不要和samsung联手搞什么买samsung手机送礼券，然后只限制用一次，超过一次就被定型为dealer.之后还借口说send错给我，很失望！发泄完毕～