After the turbulence of the last couple of days - where I was disappointed at a moo.com interaction failure and their support response, I am very pleased to announce that moo.com is now my friend.
One of their supervisory folk got back to me and apologised, advised of a refund of what Donna’s promotion code would have given me, and offered me another promotion code for my next order.
That’s what I’m talkin’ about. Honest, responsive, open, and wanting me to be able to recommend them to others, as they had been recommended to me.
Thank you, moo.com.
Hello, I’m so sorry for what happened there.
I’m not sure how much was explained to you, but basically we couldn’t replicate the bug in-house. This meant two things:
1) we didn’t know it was happening and 2) without knowing what the problem was, it was very hard to fix.
Luckily, through helpful customer feedback, we were able to solve it - for you and hopefully any other new MOO customers.
If you ever have a problem with MOO again (and i really hope you don’t!), please do contact customer services - it’s not an empty promise, we *will* do everything we can to fix it.
Hi Denise,
thank you for your reply. Your responsiveness is appreciated.
There are two possible points to explore in relation to replicating the system issue:
1) I had completed the form and clicked the next button (but then had to fill in some other field) prior to noticing the promocode box. I then entered the promocode and received the “I’m sorry” message. Could it be that the system created my account on the first pass then showed that I was not a newcomer on the second?
2) I used Donna’s PO box as my mailing (my place as billing) address as she checks her snail mail more often than I do. Is it possible that the system checks postal address as one of a range of customer identifiers and thus identified me incorrectly as a non-newcomer?
There were two issues for me as a customer:
At the first support enquiry message there was a suggestion that something needed fixing.
1) the system issue, and
2) first level support not being/feeling empowered to fix the problem. I don’t control your support processes, and this is entirely up to you, but one of those way cool Enterprise 2.0 things that some people are doing these days is empowering first level support to just fix things. Your call
If you were a client (and I recognise that you are not), I would also suggest making the promocode box more prominent (or a field in the current signup form) so that it is, in any event, easier to identify and use.
Hope this helps.
Best regards, Andrew