tmart_no_customer_support

Arvo:
For some reason the discount was not applied.  I need to cancel the order and reorder I guess...  :/

		Welcome Arvo! Your request has been directed to the Change Items/Shipping Address/Shipping Method department. Please wait for our operator to answer your call.


		Call accepted by operator hilary. Currently in room: Arvo, hilary.

hilary:
Hello，Welcome to Tmart service center.Nice to help you!
Could you tell us the order # or email address?
Arvo:
130920C6S8LA
Arvo:
the A25 cupon for 25% off was not applied
Arvo:
coupon*
hilary:
Sub-Total: $33.81
US Free Shipping: $0.00
Used Points: -$1.30
Order Total: $32.51
Arvo:
yea i used t-points
hilary:
So you want to cancel this order for refund ,righ t?
Arvo:
I guess so...
Arvo:
I just need to apply the 25% discount
Arvo:
can you do that without me canceling my order?
hilary:
Okay , we will cancel it  for you  ,and refund to you wihitn 1-2 days
Arvo:
ok thanks
Arvo:
i guess ill go order it again
Arvo:
what about my tpoints?
Arvo:
do they get refunded right now?
hilary:
the points can not be refund , so sorry .
Arvo:
so you will refund me an extra $1.30 ?
Arvo:
i used $1.30 in t-points...
Arvo:
so are you telling me i just loose $1.30 of my money?
hilary:
the points only can be used once , when it is used it can not be refund ,
hilary:
it is  on our policy ,
Arvo:
so how do i get my $1.30 back????
Arvo:
if thats the case I DO NOT WANT YOU TO CANCEL MY ORDER
Arvo:
I want someone on your end to apply the 25% discount
hilary:
we can not apply the 25% discount , only when it place the order then use the coupon ,
hilary:
Is there anything else I can help you?
Arvo:
yes
Arvo:
I need to talk to a manager
Arvo:
please
hilary:
our manager is not here ,
hilary:
it is on our policy , we need to follow it ,
Arvo:
well i need to talk to someone who can help me with this issue...
hilary:
so if you want to cancel it or send it out ?
Arvo:
your basicly stealing from me
Arvo:
can you put my order on hold and get in touch with the manager for me?
Arvo:
please
Arvo:
Bottom line is the order total is $33.81 and it should have come to $24.06 but because a glitch in the system I now have to pay $25.36
Arvo:
that seems very unfair
hilary:
http://www.tmart.com/html/points.html
hilary:
Q3:

    How long will the Tmart point be valid?

    A3:

    Tmart Point has at least half-year validity. Tmart Point you got in that year is available before June 30 of the calendar year ensuing, and is subject to the calendar year and GTM. It will become invalid after the specified date. (If the user requires refund outside the Tmart Point effective date, the Tmart Point in use will not be returned.)
Arvo:
i get that
Arvo:
thats your policy...  fine
Arvo:
but i dont just want a refund because i changed my mind...
Arvo:
this was a PROBLEM ON YOUR END
hilary:
so if you want to cancel it or send it out ?
Arvo:
this was not my fault
hilary:
You only paid the Order Total: $32.51 ,
hilary:
if you want to cancel this order , we wil refund the money to you ,
Arvo:
I want the order to have a total of $24.06 like it should have
hilary:
You do not use the coupon ,  so the payment is more than $24.06
Arvo:
the ONLY reason i order this stuff today was because of what the total SHOULD have been
Arvo:
I DID use the coupon!
Arvo:
thats the point...  for some reason it did not apply it
Arvo:
but it did apply my t-points
Arvo:
thats whay im talking to customer support
Arvo:
I typed in 130 then typed in A25
hilary:
Can you tell us the coupon number , we will check it
Arvo:
then noticed my total was $32.51
Arvo:
"A25"
Arvo:
I just got the flyer in my email inbox
Arvo:
http://www.tmart.com/promotion/Crazy-Coupon-Sep.html?utm_source=newsletter&utm_medium=email&utm_content=coupons&utm_campaign=Sep12-2013
Arvo:
15% off memory cards
Arvo:
sorry, i don't mean to cause problems over $1.30   It's just the principle of the matter...
Arvo:
I use t-mart for super low deals
hilary:
Checking
Arvo:
thank you!
hilary:
When i check it , the coupon it can be used ,
hilary:
it is all right
Arvo:
so can you adjust my total then please?
hilary:
the coupon is ok , but we can not help you to change this order ,
hilary:
may suggest  you to cancel this order , then record ,
hilary:
reorder
Arvo:
that would be perfectly fine...  IF I COULD GET my extra $1.30 off like I just did...
hilary:
the points can not be refund , hope  you can understand ,
Arvo:
i can't understand
Arvo:
whats the point of customer service if you don't fix YOUR mistakes?
Arvo:
you said the code is valid...
hilary:
the coupon is valid , you have not used it correct
Arvo:
you acknowledge I had 130 t-points...   you acknowledge that the order SHOULD have been $24.06...
hilary:
one order  it can not be used the points and the coupon at the same ,
Arvo:
so bottom line you are STEALING $1.30 from me...
hilary:
so this order it only apply the  points ,
hilary:
If you want to cancel it or send it out
Arvo:
IT WOULD BE GREAT IF YOU TOLD THE USER THAT WHEN THEY ARE TRYING TO USE POINT THEY CAN NEVER GET BACK!!!!
Arvo:
You do understand this is going to cause you A LOT of bad publicity don't you?  I'm going to send this email out to a bunch of people...  including people like clark howard...
hilary:
If you want to cancel it or send it out?
Arvo:
I want my total to be fixed...
Arvo:
and i'm going to go ahead and submit this to the BBB
hilary:
It is not the problem on tmart , it is the policy ,   we hope you can support and undersand
hilary:
If you want to cancel it or send it out?
hilary:
if you can not reply to this , we will held this order
hilary:
wait for your reply ,
Arvo:
I DO NOT UNDERSTAND....   You mislead your customers and scam them out of their points...  I do not want the order canceled, I do not want it shipped, I do not want to be charged ANYTHING OTHER than $24.06 OR my stolen t-points to be returned
hilary:
Is there anything else I can help you?
Arvo:
you have not helped me yet!  I will dispute the charge on paypal too
Arvo:
looks like i'll head over to the http://www.complaintsboard.com/ site too
hilary:
If you want to cancel it or send it out?if you can not reply to this , we will held this order,wait for your reply ,
hilary:
Is there anything else I can help you?
Arvo:
i told you exactly what I want you to do for me...
Arvo:
if you can not do that then the order needs to be canceled and t-mart will be blacklisted forever more...   I will file complaints with everyone, give you bad publicity and make sure millions of listeners stay clear of your site and it's bad practices....  as well as the very bad customer service...
Arvo:
by people viewing this conversation we are having it is very clear you do not care about your customers, and that you are will to lose A LOT of business over $1.30 ...
Arvo:
and everyone that sees this will know how tmart treats their customers...
Arvo:
From start to finish with this chat I have done nothing but wasted my time
Arvo:
I could have gotten just as much accomplished by talking to a wall...
hilary:
We will wait for  your reply ,
hilary:
Is there anything else I can help you?
Arvo:
what reply do you need?
Arvo:
I have given you 20...
Arvo:
not only do you not help but you do not listen as well...
hilary:
All you said it can not allow in our policy , we can not  do that
hilary:
we have explana to you ,
Arvo:
Arvo:
if you can not do that then the order needs to be canceled and t-mart will be blacklisted forever more...   I will file complaints with everyone, give you bad publicity and make sure millions of listeners stay clear of your site and it's bad practices....  as well as the very bad customer service...
hilary:
but you said you do not understand .
Arvo:
I think I was very clear
Arvo:
I do not understand how you can scam people out of there points
Arvo:
I do not understand how you do not post it somewhere that you can not use both t-points and a coupon code at the same time...
Arvo:
I do not understand how you will not refund t-points for something that is obviously something you are responsible for.
Arvo:
I do not understand how t-mart is willing to loose so much business over $1.30
Arvo:
I do not understand how t-mart customer support does not have access to a manager!
Arvo:
Step 1: http://pastebin.com/uNdtGEBN
Arvo:
even though you are located in china this will hurt your business..
Arvo:
if you do not cancel my order as requested I will dispute it with paypal and not pay the charge
hilary:
Is there anything else I can help you?
Arvo:
you never helped me to start with
Arvo:
Step 2: bbb.org, www.complaintsboard.com, www.ripoffreport.com, www.complaintslist.com, www.resellerratings.com
hilary:
Is there anything that I can help you? If not ,I will close the window to be convenience to
help others.
hilary:
byebye now
Arvo:
you never helped me
Arvo:
how are you going to help others?
Arvo:
are you willing to help them but not me?
hilary:
We really want to help you ,
hilary:
but you can not follow our policy
hilary:
but we need to follow it
Arvo:
your policy does not state that you steal users t-points
Arvo:
this is not a normal issue...
Arvo:
the "policy" was put in place for normal issues...
Arvo:
this is an issue that requires a manager
hilary:
http://www.tmart.com/html/points.html
hilary:
Q3:

    How long will the Tmart point be valid?

    A3:

    Tmart Point has at least half-year validity. Tmart Point you got in that year is available before June 30 of the calendar year ensuing, and is subject to the calendar year and GTM. It will become invalid after the specified date. (If the user requires refund outside the Tmart Point effective date, the Tmart Point in use will not be returned.)
hilary:
Our manager is not here ,
hilary:
both they are in here , it is the same ,
hilary:
it is not the problem on the tmart , we have explana it  for  you
Arvo:
"both they are in here"  what does that even mean???...   Are the managers there or are they NOT?
Arvo:
and you can say it's NOT a problem with t-mart till your blue in the face but it does not change the fact that there is a MAJOR problem with t-mart...
Arvo:
as you explained you can't use t-points and coupon in the same purchase...  yet you allow the customer to believe they can...
Arvo:
and when they put in there tpoints and coupon you just rip away the tpoints
hilary:
We have check it ,
hilary:
it can be used  coupon and the points at the same  time

		hilary has sent a file. Click {1562D251-22EA-4F62-8D45-F238D18322AB}.bmp (620 KB) to receive the file.

hilary:
we have check it ,
hilary:
so the problem is on  yours , you do not fill it well
hilary:
the problem is not on ours .,
Arvo:
thats exactly what i did!!!
hilary:
You can need to check it , to make sure  all it is ok ,  then pay  it ,
Arvo:
but when I hit order it did not show that
hilary:
but you said the coupon do not apply ,
Arvo:
thats why it's YOUR problem!!!!
hilary:
it is not our problem
Arvo:
it showed me the discount
Arvo:
yes it is!!!!!!
hilary:
You can need to check it , to make sure  all it is ok ,  then pay  it ,
we have check it ,it can be used  coupon and the points at the same  time.the problem is on  yours , you do not fill it well and apply successfully ,
Arvo:
I went to the same screen you were at and my total was $27.44
Arvo:
checked my emailed paypal receipt and it was $32.51
Arvo:
i dont know how much clearer I can be
hilary:
We believe the 15% off will be more than the 130 points , so we suggest you to cancel this order ,then use the coupon ,
hilary:
the points we can not refund to you ,
Arvo:
why have you not canceled my order yet?....
Arvo:
My order will be canceled and I will not reorder ...  in fact myself and a BUNCH of others will NEVER order from tmart ever again!
Arvo:
...  and this was over $1.30...
hilary:
Is there anything else I can help you?
hilary:
Dear freind ，Maybe there is something wrong with the net work, I haven’t received your reply for a long time, so I should close the window, if you have any questions, you can contact us again. by http://www.tmart.com/HelpCenter.html.\
hilary:
Dear freind ，Maybe there is something wrong with the net work, I haven’t received your reply for a long time, so I should close the window, if you have any questions, you can contact us again. by http://www.tmart.com/HelpCenter.html.

		hilary has left the conversation. Currently in room: Arvo.