komel.net

This is my adventure trying, praying to find a way to pay a business for a product I want. If you want caught up with the whole story look here and here.

After sending a message through the “talk to us” link I receive a message a minutes later… it goes something like this: “We have received your message and will get back to you within a working day. This an automatic message, please don’t reply”. Fair enough I thought. They are letting me know the received my message, so the DO care. One working day for an answer is not the best timming for internet time, but hey let’s give them a break.

So the next day I do get an answer from someone called “Francisca Santos”. Here is what she said, my comments follow:

a. the option for payment through bank account debit is only for clients of Itaú and Unicanco (braziliam banks)

b. The conditions may vary for each bank

c. The bank can take up to 2 working days to inform us of your payment

d. We recommend that you first inform yourself of the payment conditions offered by your bank

I was convinced that this was a “copy-and-past” answer. She did not even bother to read my e-mail. If she had taken a minute to read what I’ve sent. What the heck, let’s answer her and make sure I include a print screen showing the part of their website that shows that they offer split payments through banking account debit.

Again I receive a message saying that they had received my e-mail and would answer within a working day. This time someone called “Bruna Dias” answers me. In a “copy and paste” answer (again!) she tells me that they do not accept split payments on baking account debit payment. HUMMMM interesting. Even after I’ve send a print screen of their website that says they accept split payments…. she did not bother to read my e-mail (again!) or even check the attached file. It is starting to get funny.

Then she says customers of Itaú and Unibanco can have split payments (first they don’t and now they do??). But I would have to check with my bank. HUMMM … the biggest e-commerce in Brazil sells me something and tells me to go check it up with my bank. I begin to believe they are treating my like a monkey.

E-commerce rule of thumb: TREAT YOU COSTUMERS WELL. TREAT THEM LIKE SMART PEOPLE.

So I fire up another message and I basically say: I want to know how to finish my transaction. Nobody cared to explain me this up until now - despite the fact that I have asked many times.

Again the same message stating that they’ve received my message an shall answer within a working day. TA-DA I get my answer and it says: your order awaits for your payment. You can pay calling our call-center throught the number XXXX. Thank you for your message and you are a very important client to us.

Actions speak louder than words, isn’t it ? How much care does americanas.com have towards their customers? Not to mention that this time ANOTHER person has answered me. Third message, third different person. Why?

Off course I would love to blog out loud: americanas.com fuck you very much! I shall not return here and I will make sure everyone I know will know about this. But I want to find out how deep the rabbit hole goes, so I say nothing.

Tomorrow would be the day I was going to get the printer if everything wet fine. So tomorrow will be the day I e-mail the ombudsman.

Stay tunned, it is a promissing story of everything you should not do and how not to sell online.

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