We hardly ever get emails from irate customers, or potential customers, so this one really stood out. Forgive me for the length of this article but I thought I’d reproduce the exchange in full, excluding contact blurb etc. The customer’s emails are in Blue, my wife Angela’s in Mauve, mine in black.
Really sorry you had so much trouble with the website – I will try and find out why your password didn’t work. If you let me know what wine you would like we can arrange to have it delivered for you.
All the best, Angela
From: Gavin Quinney Subject: Re: Password, idiots and so on
Dear xxxx Thanks for the email. Obviously our website gave you some problems, so sorry about that. I’m afraid I can’t find you registered on our system at all. When you put in your email address, at the question:
‘Are you a new or existing online customer?’
Did you click ‘I am a new customer’ or ‘I am an existing customer, and my password is..’?
If you click ‘I am a new customer’ it should work. By all means give me a call.
Kind regards, Gavin Quinney (aka Chief Idiot)
Great response! Yes I did click “new user” but it wouldn’t accept any combination of password-all letters, letters and numbers, 4 digits, 6 digits, 8 digits and so on. We had just about finished a botttle of your superb rose and wanted to order more- hence my frustration when I couldn’t !!! Nor were there any “help” instructions to say what the password should consist of. Confused!?
Thank you for the reply. There are no restrictions on what the password can be, hence there are no help instructions. Here’s my on-the-spot guide to placing an order. Please call me if this process continues to cause a problem, and we’ll go through it on the phone. Or email (or call me) with your order and we can take it from there.
On our website, click on ‘Buy Wine’, then click ‘Red and Rosé’. This link will take you to the page.
At ‘checkout’ you’ll see ‘Sign in or create account’; enter your email address as requested.
Next at ‘are you a new or existing customer’, tick the box ‘I am a new customer’, then click ‘continue’. (Leave the password box for existing customers blank).
Then fill in the boxes ‘title’ ‘first name’ ‘Last name’ ’email’ (which is already filled in with the email address you’ve given) then ‘choose a password’ then ‘confirm password’. Then ‘Daytime number’ because we need that for deliveries sometimes.
Then under ‘your address’, add your postcode, and click ‘find address’ and click the one from the shortlist presented. Or you can add the address manually as shown.
After that, you can choose a different delivery address, and there are some simple delivery instructions you need to complete, so that we can leave the wine for you if you’re not in. Then a final chance to check the order before completing payment details.
Kind regards, Gavin
Unbelievable! It worked!!!!! And first time too. Must have been having an “England Soccer Team” moment last time, as I did exactly the same as last time (including drinking the same quantity of wine before starting). Thanks for your help Gavin.
Bauduc Order Confirmation
Thank you very much for your order.
Your order will be handled shortly and we will get in touch if there are any issues at our end.
If you have any questions, please contact me on firstname.lastname@example.org and quote the order number. Or call me or my assistant Monique on UK freephone 0800 316 3676 (international 0033 5 56 23 2222).
Thanks again, Angela Quinney
(then Order Details….)
This is just a quick note to check that everything has gone well regarding your order – especially after the problem you had ordering our wine online in the first place.
I know our couriers left the case of wine around the back as you suggested we should. Since then, I hope the Rosé’s been going down well.
Feel free to comment on anything – we’d be very pleased to get any feedback, however trivial, good or bad. There are many steps along the way from the vineyard to you, and we’re a small team.
Thanks and kind regards, Gavin
Wine arrived no problem, has been SUPERB, so thanks very much. Have retold the story about your excellent handling of my complaint to many people (including all my staff!) and really admire your follow-up.
That’s great. I like the fact that you’ve retold the story.
Come to think of it, I would love to do a blog post about this – if that’s alright with you. Would that be okay? It would make quite a good read – and emphasize that we deal direct.
I would mention no names of course – unless you want to add a comment afterwards (which can be in a cryptic name). Fun summer reading.
Best wishes, Gavin
No problem. Please don’t mention my name though!