PrePaidGSM.net Forum (Archived) - View Single Post - Yackie Mobile

bones_boy · 16-08-2006, 13:39

Open Letter to "Cizake" and Yackie Mobile:

Thank you very much for having the decency to apologize; however at this point I would have to say that it is not accepted. This whole experience with YM has been frustrating and extremely irritating to say the least. From the 31 days, after you received my cash, to ship out my SIM card, to the last 14 days of multiple support emails and multiple support phone calls, that resulted in *one* response during that period which said, "we are forwarding your request to our technical department", it has easily surpassed all other troublesome transactions as one of the worst customer service experiences I've ever been through. Poor business plans, lack of capital, and technical issues are all problems that customers can deal with - but poor customer service is inexcusable.

All that would have been needed to make this experience better would have been *communication*. If I had known during the 35-day waiting period that there were problems during shipping or maybe I did something wrong or that I just needed to be patient, that would have been helpful. If you had replied to me the day you promised to send me my UPS tracking number, and not made me wait an extra week before even getting a reply from you, I would have been grateful. If the company would have sent me a working product, instead of one that does not, that would have been helpful as well. Obviously, if you would have waited to take my money until you shipped my product, that would have been honorable.

So now we sit and wait for our refunds, while YM enjoys the interest earned on our money while it sits in their bank accounts. There are many adjectives to describe this type of situation - however I will not mention them here. I'll gladly accept my refund back - whenever you can get around to it, and feel free to send me an email updating the situation - if you feel like it.

As someone who's worked in customer support for the last 20 years, I can easily see room for improvement. I hope you accept my constructive criticism/suggestions, and allow it to make a difference in your next business venture. I'm sure you're all wonderful people and I wish the best for you in the future.

Best Regards
Dave Gigante
aka bones boy

	(#2)
bones_boy (Offline) Member Advanced Member Posts: 90 Join Date: 06 Jun 2004 Country:	16-08-2006, 13:39 Open Letter to "Cizake" and Yackie Mobile: Thank you very much for having the decency to apologize; however at this point I would have to say that it is not accepted. This whole experience with YM has been frustrating and extremely irritating to say the least. From the 31 days, after you received my cash, to ship out my SIM card, to the last 14 days of multiple support emails and multiple support phone calls, that resulted in one response during that period which said, "we are forwarding your request to our technical department", it has easily surpassed all other troublesome transactions as one of the worst customer service experiences I've ever been through. Poor business plans, lack of capital, and technical issues are all problems that customers can deal with - but poor customer service is inexcusable. All that would have been needed to make this experience better would have been communication. If I had known during the 35-day waiting period that there were problems during shipping or maybe I did something wrong or that I just needed to be patient, that would have been helpful. If you had replied to me the day you promised to send me my UPS tracking number, and not made me wait an extra week before even getting a reply from you, I would have been grateful. If the company would have sent me a working product, instead of one that does not, that would have been helpful as well. Obviously, if you would have waited to take my money until you shipped my product, that would have been honorable. So now we sit and wait for our refunds, while YM enjoys the interest earned on our money while it sits in their bank accounts. There are many adjectives to describe this type of situation - however I will not mention them here. I'll gladly accept my refund back - whenever you can get around to it, and feel free to send me an email updating the situation - if you feel like it. As someone who's worked in customer support for the last 20 years, I can easily see room for improvement. I hope you accept my constructive criticism/suggestions, and allow it to make a difference in your next business venture. I'm sure you're all wonderful people and I wish the best for you in the future. Best Regards Dave Gigante aka bones boy