The complaint section of MailBigFile rather fortuitously remains relatively quiet throughout the year. Of course, we do get the occasional complaint, every company does, but nothing out of the ordinary. A few complaints here and there are healthy for any company so they can see their strengths and weaknesses.
However recently, we have been dealing with a rather larger complaint against our services, and the way we provide them. We’ve been discussing the situation with Mrs.X, however currently to no avail. We’ve decided that as a result of this, we might ask our loyal followers what they think we should do, whilst giving an objective analysis of the situation. Well, as objective as we possibly can. The story runs as follows…
Mrs.X bought a Business Account with us back in April 2010. The process of which can be found here [/shameless self promotion]. On this page, she would have selected the £30 per month option, as some of you also have done.
However, after receiving the confirmation email from ourselves and mailing us in with respect to her account when she was having issues, (to which we offered our support) she seemingly did not use the account thereafter. Thus, our only records with her stem back to April 2010, when she initially paid for the service.
This service ran for a further 19 months, of which we did not hear from the customer until very recently. Upon this conversation, Mrs.X had decided that as she hadn’t used the service at all for the last 19 months, only to send the one file, she’s entitled to a full refund for the last 19 months.
We however dispute this, on the basis that although she did not use the service, we did in fact provide the service so that she could use it should she want to. As far as we are concerned, whether she used it or not is irrelevant as the service itself was there to be used if she so wished, of which she didn’t.
Her other qualm was that we had been “completely unsympathetic” to her situation. I can understand her angle, she had only sent the one file and hadn’t used it since. However, we think of it like this. If you took out a contract for a mobile phone at £30 per month on a 24 month contract, but then never used it, you wouldn’t be able call up your service provider asking for a full refund. This is because the company still provided the service and the phone of which would cost £30 per month, even though Mrs. Hypothetical X decided not to use it.
We did decide to refund her back 2 months worth of payment for her inconvenience as a goodwill gesture. However, she is claiming this is not sufficient given she only sent the one file. Her grief is that £570 for one file is expensive. Indeed, £570 charge for sending one file is very expensive, but that is not what we provided. We provided a service for 19 months for the price of £570.
So, we ask you, what do you think? Is she right? Should we refund her back the entirety of what she paid, as she only sent the one file? Or is she at fault for not terminating and contacting us sooner? Please help us by voting on Facebook.
Disclaimer: We’re not actually having a court battle with the customer.
Photo courtesy of The New Orleans Tribune