Today is the 8th of November. I live in Thailand and wanted to send my son a gift, he lives in Canada. When I went to check out I discovered that a year ago I had used your service. No doubt for the same reason.
This meant that when I went to pay and entered my email address, it was registered.
No problem, except that it didn't recognise my user name. I tried my name with middle names, initials, everything. No luck. I only use one email account, so setting up a new account was not going to happen.
I contacted the online help desk. I have tried attaching screen shots to show you the conversation, however your complaints form only accepts JPEG and I cannot convert it from Adobe. I will be happy to provide them, in the mean time, I will publish them on social media.
I will also use this encounter as a 'What not to do' lesson for the staff of the 5 star resort I work at, where I am the Communication Trainer. ironically, I train very high end service staff, and this person 'Marc' represents you...
'Marc' from wherever was not interested in finding a way to reverse engineer the issue. I know the email address and the password, but your system doesn't recognise my user name, and I have no idea what it was a year ago if it wasn't my name.
When I suggested to Marc that he was about to lose a customer, his exact words, as you can see, were 'your wish'.
Is that how you turn around unhappy customers in your world?
That works for you as a business model?
I doubt that that is a viable long term solution.
You probably don't need my *) USD, it's true, but what you really don't need is how many times this story using your company name will be repeated.
'Marc' was not listening, was not prepared to go to any genuine length to help me, and was not interested in trying.
If the best your online help can do is to let it be known that I should take my business elsewhere, mission accomplished. I have.