Bait and switch is the term used to describe what Snapfish did to me- and apparently many other people. Using valid and current (not to be confused with invalid and expired) coupon codes I ordered photo coasters from Snapfish last month. One week later they sent this email:
Dear ******,
It has come to our attention that an expired offer featuring coasters was incorrectly added to your new account. We regret the error yet we're pleased to tell you that the intended offer – a FREE 5"x 7" greeting card – is waiting for you. Use the link in this email to log in to your account, create a card featuring your favorite photo, and get it FREE. We sincerely apologize for this situation and any inconvenience it may have caused you.*
Please click here now to create and order your FREE greeting card.
Thank you for choosing Snapfish!
Sincerely,
The Snapfish Team
So I log on to their live chat and have this conversation:
info: You are now chatting with 'Subhash'
*****: I just received an email saying that the photo coasters I ordered won't be sent to me after all
Subhash: I will check your account details. Kindly hold on for a moment.
*****: I need to make sure that the order is processed and shipped to me.
*****: Thanks
Subhash: Your order is in processing.
*****: So this email is incorrect:
*****: Dear *****, It has come to our attention that an expired offer featuring coasters was incorrectly added to your new account. We regret the error yet we're pleased to tell you that the intended offer – a FREE 5"x 7" greeting card – is waiting for you.
Subhash: I'm sorry for the inconvenience.
Subhash: As you have already redeem your coaster credit, there is no problem with the order.
*****: ok, so the answer is Yes, I will receive them?
Subhash: Yes.
******: very good. thank you for your help today.
Subhash: Thank you for using Snapfish Live Support. Have a nice night.
Subhash: Thank you for choosing Snapfish.
Today I began to wonder why the order had not arrived yet. So I logged on to the live chat again and had this disappointing conversation:
info: You are now chatting with 'Suresh'
*****: My photo gift order placed on 2/16/10 (photo coasters) still has not arrived. It says on my account page that the order has been cancelled, but I have the transcript from a live chat session in which a Snapfish rep stated my order was NOT cancelled. Where is my order?
Suresh: It has come to our attention that an expired offer featuring coasters was incorrectly added to your new account. We regret the error. The intended offer - a FREE 5"x 7" greeting card - is waiting for you. Use the link that you received in your email to login to your account, create a card, and get it FREE. We sincerely apologize for this situation.
*****: The rep told me that regardless of that email my photo order would be processed. Would you like a copy of the conversation?
Suresh: I have checked it and I am sorry for the inconvenience caused to you.
*****: So now you're telling me that what I was told by the last representative is false?
Suresh: Yes,Please accept my sincere apology for any inconvenience on this matter.
*****: That makes twice I have received false information from Snapfish. Your apology is nice, but it doesn't make it right. I will not do business with Snapfish again unless I receive my order.
Suresh: I'm sorry for the inconvenience.
*****: Bait and switch is the term used to describe this illegal practice. Offer one thing, then cancel, offering something of significantly less value. I will be sure to tell everyone I know about Snapfish's deceptive business practices and also to post these transcripts on my blog.
*****: Good day.
Suresh: Thank you for using Snapfish Live Support. Goodbye and have a great day.
There you have it. I told the losers I would tell people, and I will. By the way, Shutterfly ROCKS the world of photogifts. High quality stuff...buy from them instead of Slackfish, er, Snapfish. Or buy from Seehere.com. They all offer super duper deals AND they will actually give you what you order, not offer you a 5x7 photo card instead.
3 comments:
Live chat is barely alive! Can you say, "I only read what's on my script." No ability to help the customer or think on their own. Thanks for sharing - I haven't used Snapfish and don't plan to. Shutterfly definitely rocks!
It's SUPREMELY irritating when a rep reads a script...
Hello,
My name is Sara. I am a customer support representative at Snapfish. I saw your blog and I just wanted to say that I am really sorry about the recent free coaster debacle. This was an old campaign that became manipulated by a third party and went viral by way of blogs. This was not an approved or planned Snapfish promotion. Snapfish does honor any promotion that we advertise. We send specific emails to customers and also advertise on our site. The internet is a breeding ground for manipulated content as well as scams. Most, if not all, businesses do not honor advertisements promoted by another other channel other than their own.
Again, I am sorry that you were affected by this.
Thank you,
Sara Hawley
Snapfish Customer Support
Post a Comment