Completely Average High School Student
Sounds familiar. They must be doing the process as inconvenient as possible for people not to bother. Printing out some paper and scanning it? Lucky you didn't need to fax it. They're living in the early 90's.OMG, I just had to deal with Zavvi to get a replacement for a Blu-ray that never arrived after 5 weeks, and I had to jump through hoops to get one re-sent to me - I had to respond to them in their website message thread 6 times; print, complete, scan, and send in a claim form 3 different times because they needed additional information that didn't even have space on the form to include, so I had to manually add a big comment box to the bottom of the form myself; and then they asked me to clarify which item needed replaced even though I had included the order number in the claim forms and in every single message to them.
It really, really irks me when a company has a lot of employees working and no one bothers to read what has been discussed before. So you repeat things over and over every time a new employee picks up your message. Even though they could just scroll up and read themselves what it's about, especially when all communcation has been written.
Usually I'm pretty polite whenever I communicate with any customer service, having worked at customer service myself so I know how it can be, but some companies, like Zavvi being the prime example time after time, just makes it difficult to stay cool.
I know that if you act like a dick to someone who tries to help you, there's a very real chance that they're going to do the exact opposite and do their utmost to be the LEAST helpful and only do the bare minimum. Whereas if you'd been polite, they might've gone the extra mile to actually try to help you more. But man does Zavvi make it a real challenge when it goes like described above...