22 August 2011

MyPoints Customer Service is Inept

(This is what I wrote to MyPoints themselves [aside from the mentioned emails] via PlanetFeedback)

Incompetent Customer Service and Unresolved Site/Email Errors

There is an error with both the Local Deals section of your website and the associated daily Groupon-linked emails.

When I go to Groupon independently, they know not only where I am located but also the (different) area for which I would like to receive deals. They know this because I told them. I have been a member of MyPoints for 13 years (this September), so YOU know where I am, because I have told you. Yet when I go to the Local Deals page it returns some very strange map that seems near-ish to my zip code, but definitely NOT where I live. And I have previously entered a different zip code to indicate where the deals should be located (and I have repeatedly clicked the "save location" button) to no avail. The page displays the desired zip code in the zip code box, but the map shows a strange area that is neither here nor there, literally.
And as for the emails that are supposedly based on this information: they are all for deals in Victoria, BC. Canada. So that adds a THIRD incorrect location.

I don't live in Canada. I have never said I lived in Canada, let alone Victoria (though it's a lovely place). This is a problem (as I hope you can imagine) because it would be asinine to buy a "deal" in another country. I'm not travelling across the border just to take a yoga class.

I tried a bit to fix the problem myself and I tested the site on many different computers and browsers. It's not on my end. So I contacted your customer service department with the details of the case.
I was less than pleased with their responses, which clearly indicated that they were not reading the entire email but probably scanning for key words and issuing a cookie-cutter generic reply. I tried again and again to explain the actual problem in very clear language, but every subsequent email from your agents was less useful than the last. I also included every single email of mine and theirs in the hopes that ONE of the service representatives would read the whole correspondence and understand the issues. This never happened. The last email I received from your agents was the final straw; it repeated the same instructions on the main Local Deals page for setting a location. In case you've skipped ahead, let me remind you that I had detailed in EVERY email that this was not the issue and would not solve the problem.

I would still like the original issues of the incorrect locations in the emails as well as on the Local Deals page to be solved. I would also like to impress upon you how poorly trained and incompetent your customer service agents are. I want you to retrain or rehire your customer service staff so that they are more helpful than a FAQ page. This is why people contact customer service; because the Frequently Asked Questions page did not answer their question. I am extremely fed up with this and will cancel my membership if these problems are not resolved.
This is not the first time I have had to contact your customer service reps and every other time has been an unpleasant and unhelpful experience.


  1. I have been having the exact same attitude problems with them. Different issue, same inept attitude. Been emailing them with all the info they require and detailed, simple explanations, and all I get is a copy-and-paste quotation of policy I am aware of. Frustrating and annoying. As soon as I redeem my remaining points, I am cancelling the account and am done with them. As a matter of fact, I stumbled across your site while Googling to see if I am the only one having problems with them. Nope... Their customer service is unpleasant and unhelpful.

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