He should have fucked off. Just saying what we're all thinking. :-D

Haha wow.

I wouldn't buy anything costing more than $5 from an online business based in Brooklyn, aka the Shady Electronics Dealer Capital of the USA.

This is an example of why many small businesses with owners who don't have a clue how to handle customer service eventually fail. It sounds like Charles is out of his league. Example:

"Question, lets say this person had a bad day, made a mistake, and apologized. Lets say this was the job that supported his wife and kids."

Totally unprofessional and indicative of someone who doesn't know customer service. It's not the customer's fault that Tim's family's financial support is in jeopardy because he can't control his own obscene mouth. Does he talk to his wife and kids that way?

I'm not an expert on how to run a business, but I think the business should just have issued an apology and left it at that.

I don't think the customer needs to know the emotions of the workers or be analyzed by the owner when he receives poor service.

Even if the complainant had some sort of personal vendetta they could still deal with him professionally. That does not mean they have to give the customer whatever he wants, just be reasonable and to the point.

I realize the workers are human, but they can't make excuses for their employees yet be so judging towards the customer. If they are so into mercy, they should show it towards both their employees and their customers.

Hey I've done this before to a customer. Sad but true.

When I worked at CompUSA and on a Sat. afternoon I was having a real bad day because well I was the only person working the Digital Imaging / Cell Phone / MP3 Player section by myself all afternoon. I was walking up to the counter from the break room when I heard some guy yelling "can I get some help?". I walked up there and asked him "What can I do for you?" He must of been waiting there for sometime and he was ticked. He pointed to his wife and said she needs something. I got his wife the 32mb CF card she wanted, Yes I still remember that... It was about 4 years ago. and I turned around and he was still starin at me and was like "Don't you dare speak to me like that.". I must of came off a little grouchy. He still kept staring as his wife said "Lets go honey. I got what I wanted.". I asked him if he needed anything else. He kept staring. So I got pist. and Yelled at the top of my lungs "GET THE FUCK OUT OF MY STORE"...

Yes everyone in the store heard it, 2 managers came running to the counter b/ they heard it in the back. And yes there were another set of customers next to them and I probably killed their ears..

The GM was called in immediately and store manager sat me in the back. Luckily some how I was not fired. I don't know how, but they just said don't do it again and had me take a long lunch. :)

Now that's a story....

@humphrmi: I agree. I hope they change the way they do things for the better (it would be better for both the business and customers).

Funny. I worked both tech support (for AOL no less) and retail during college and it was retail that drove me into cursing out a customer. Yea, I simultaniousy got "employee of the month" (which was voted on by employees) and fired for that. Good times...

As much as I feel for Nicholas, he seemed to try to keep his cool for a bit, but quickly let his emotions get the best of him. Waaaaaay too many passive-aggressive and then confrontative comments that definitely did not help the situation. Ohh, and I have to agree with Chris that "Timothy" and "Charles" sounded like different people to me.

@special4k4: I didn't listen to it, but he's the customer, and sometimes customers are difficult, but a smart business won't give in to emotion, and if they do, they won't try to make the customer feel like it is their fault.

I would never, EVER let my boss (the owner) answer customer emails. He's great at what he does, but his strong point is NOT answering customer emails. (Last time I quit, he nearly tanked the business.)

@girly: I should have clarified that his emails/messages seemed ok, but that he didn't handle his phone calls in what I would consider the best manner. I agree that the business did not handle the situation correctly at all (in fact, I would agree that they were mostly/completely at fault); however, Nicholas could have been less combative and come off as someone who genuinely wanted appropriate corrective action. As they say, you catch more flies with honey than with vinegar (or is it the other way around... [xkcd.com]).

@girly: Well put. This got way messier than it had to be.

I haven't listened to the recordings, so I can't judge. However, I take a lot of calls at my job, and people are often not good judges of voices. People who have previously spoken to one of my female coworkers often assume they're talking to the same person again, even if it was just a few minutes earlier.

Visit my other favorite site, www.retail-sucks.com, and you'll hear horror stories of the customers that workers have had to put up with. You might even recognize yourself as one of those same customers. There have been posts by myself and others of how we treat other retail workers and how they treat us, both positive and negative stories. At least you'll get a better idea of what people who deal with customers all day have to deal with, especially with parents who assume workers are babysitters and stupid questions by otherwise intelligent customers.

I can actually see how he thinks they are the same person. The quality of the recording isn't good enough to determine if they are - indeed - the same person, but the story given seems a bit far-fetched. But, who am I to judge, I have no clue.

This is one of the most confusing customer service situation stories I've ever seen. I've never heard of this company. Is it some little hole-in-the-wall place with 3 employees, or what?

Hey - this auction thread about NWVDirect is fascinating.

[www.resellerratings.com]
[www.resellerratings.com]

Seems they have a habit of auctioning off or selling items online, but then switching the item to something else and claiming the original was "out of stock."

I came across it when trying to determine if Charles and Timothy were the same person. Both are mentioned in the reviews and so is "Phillip." But there are tons of negative reviews balanced out by an equal number of positive reviews...it's very strange.

It's odd to see a business with so many B&S accusations in one place. Makes me wonder if Charles really *is* the only employee and works out of his garage or something.

If I was allowed, they're would be plenty of customers I would say this to. Another bunch would be told they're too stupid to have their equipment/service. Of course if we cut out all the stupid and selfish people, there wouldn't be too many customers left!
The problem is everybody has a breaking point and I yelled at a customer and asked them how stupid they were because they couldn't add. In retrospect, there's 100 other customers I woulda' rather told off then her.

I think it's pretty lame for the first e-mail to "apologize" by suggesting that Nick did something wrong and that's the reason it all went badly. It's even lamer that Tim wrote the e-mail implying that it was someone else and that everyone in the company agreed with his actions (I'm guessing the company consists of about 3 people, all of whom are good friends, hence Charles posing the "hypothetical" question about Tim's family status). Nick spent some ridiculous money on whatever TV he got and wanted service for it, which they seem to be unwilling to give. Extended warranty means extra $$$ for the company, why is that bad? Must've been some jacked up questions by Nick that lead Tim to blow his fuse. Charles states that Tim apologized for being a dick. I don't see an apology anywhere in the e-mail he sent. If anything it's basically an even dickier way of saying fuck off. Charles did all the apologizing. I don't generally agree that someone who has been insulted by a CSR or the like should seek termination for that employee because it really is vindictive and it's not like you'll get anything out of it. Besides, this company will likely be gone very shortly, and then they all won't have jobs.

These 1 man companies have existed forever. Many moons ago, before the Internet (what?!) I dealt with a computer company from Cleveland. The entire business was 1 man, although he attempted to sound like more. He was Russian, and when I questioned a problem with the order he pulled the same tricks. It culminated with me asking for the owner at which point he said "The owner is Antonio Banderas and he's too busy to talk to you." Incredulous I asked, "THE" Antonio Banderas, and he replied "Yep."

Yea, because Antonio Banderas is fronting a hole in the wall computer supply company in Cleveland.

Bad customers happen we know that, but this does seem rather humorous.

@CaptainSemantics: no, one employee, named Tim Timothy Charles Hamoui ;)

Oh! Oh! And look at this:

"3/9/07 10:06 AM
THREATING TO SUE ME: New World Video Direct has threatened to sue me, unless I remove this negative feedback. It appears New World Video Direct only wants positive feedback at this site. I'm unsure why New World Video Direct was removed from 2 of the biggest feedback sites. . . .

LETTER FROM NVW DIRECT:

Mr XXXX. This email is in response to your review on Resellerratings.com

Please be advised.

The rating is inconsistent with our telephone records of that day. There was no upsell attempted and we are appaled by your accusation. We will contact our attorney and sue for defamation. We have your information and our attorney is familiar with California law.

You MUST remove or edit this rating by March 23rd or face possible legal action...."

[www.resellerratings.com]

I guess Charles is quite familiar with legal terms like "fruit of the poisonous tree."
tee-hee. (Sorry, I sometimes turn into Nancy Drew. Hmmm...new avatar!)

@themediatrix: We should all post negative feedback, with our IP masked of course.

@SLYTHERIN

Hahah! That would be pretty entertaining. (Unfortunately, detective work is as far as I go.)

My jobs keep the roof over my head and my butt off the street, too.

That's why I do them *right*.

Tim = Charles!!!!!!!!!

actually, I take that back. Tim = Charles = The Lawyer! Dun dun dun!!!!

But did he copy the New World Video Direct Legal Department on his e-mail?

@themediatrix: Ouuu! I love putting those phony Brooklyn retail websites out of business. Linking to this thread as I type this.

"I get that sometimes"? Maybe someone said Charles and Tim sounded alike the last time Tim got fired. Sounds like a job for the Bloodhound Gang!

Don't people do any research before they buy high-end products, especially online? These kind of businesses prey on those who simply find the cheapest price and click "Buy" without any further thought/research. I'm not saying he did anything "wrong" per se, but a little due diligence would have easily prevented this situation.

wow, they just lost my business. Anytime you curse off a customer, you are ALWAYS wrong, no matter what. They should have just acted professionally and apologized, and maybe should have thrown something free his way. This would have helped him save face within the internet community. But instead, they screwed this up and now a lot of people (including myself) now know about this place and its bad BBB record. oh well, have a nice profitable year NWV Direct! hahaaa...

I haven't heard the calls, but to play devil's advocate here...

I can't advocate a business using firing an employee to appease a customer. Frankly, it is none of the customer's business what disciplinary action was taken against an employee, and -- speaking from experience -- customers who insist on knowing if someone has been fired are generally not worth keeping. That doesn't mean this employee doesn't deserve to be fired, but, employee jobs should not be a tool to handle irate customers. That doesn't mean no disciplinary actions for mistreating a customer, but I don't think it should be passed onto the public barring truly exceptional circumstances. I think anyone who's worked in customer service understands that customers will often blame you, personally, due to situations beyond your personal control.

In addition, I do support a company standing by its employee when it's appropriate. I don't think this is necessarily such a case, but, I have seen definitely talked to customers myself who needed to be told that they were being unreasonable. Sometimes, "the customer isn't always right". You don't want to get to that point, but, there are a very very small number of customers who need this treatment. No employee should have to take all abuse a customer wishes to dish out. (I have done this myself as a supervisor, in cases of extreme harassment, like grossly obscene insults to a female representative.)

Lastly, I think that sometimes the expectations on Consumerist are for dealing with "the big companies" and not small businesses. Yes, I've asked for a supervisor right away after dealing with a call center that proved inept. But, if you're calling a tiny business and demand a supervisor right off the bat, you shouldn't be shocked if this isn't granted without question. For one, small businesses often don't have supervisors, and managers/owners simply don't have time to deal with every yahoo. I say this working in tech support for a small (under a dozen) company -- it's irritating to be treated like an idiot just because we don't screen calls through first level support that doesn't know anything. (We don't have tiers. Just one tech!) While my boss is great about backing me up and taking the tough calls, he's not just sitting at a desk all day waiting for people to call up to scream. Yet, I've had people who were shocked -- SHOCKED I say -- that he was at lunch, and indeed was the only other person in my department. Even though I gave his and my full name and extension. The world isn't all call centers, and sometimes the person who answers the phone right away really does know what they are doing.

@fluiddruid: I agree with you, but small company or not, you can be professional without being a doormat.

I think most people who are reading this don't think whether they fired the guy or not was the customer's business, but the owner wasn't even able to draw that line since he offered that information to the customer.

@Coder4Life: Well, looks like we finally found out the real reason why CompUSA is closing. Way to go Coder!

@floydianslip6: Mr. Green... in the study.... with the monster cables.

This is item #43 on the 'reason not to buy an extended warranty' list.

This is also item #78 on the 'reason not to buy anything from an online store based in Brooklyn' list.

a search in google maps for new world video direct

churns up

Results 1-1 of about 1 for "new world video direct" near New York, NY, USA - Modify search
A
Mack Camera & Video Services - more info »
200 Morris Ave, Springfield, NJ, USA
(973) 467-2291
Mack 4-Year Extended Warran...
... Read what customers are saying about New World Video Direct ...
newworldvideodirect.com

perhaps the 2 are related ?

@girly: Yeah, you're right. The owner acted like an idiot. But moreover, I just wanted to argue the principle of the thing; while the owner's email was clumsily and poorly written, the core essence (should someone be fired over one customer contact gone awry) is something that hits home.

Heck, I have -- myself -- been asked, as a supervisor, to fire someone on many occasions. On one, it was actually justified... but, there were real-life problems involved. Should a good performer who's had a death in the family, or a bad medical diagnosis, or is in the middle of a painful divorce be fired because they act inappropriately with one customer and it gets out of hand? Yes, the response email is shocking, and it's hard to think of a reason why one would tell a customer -- any customer -- to "fuck off". But, firing someone is a very big step, and customers can and do threaten employees to give them what they want or "I'll have your job". I've been threatened that way myself, for a situation based on company policy. And, when I refused to lie to my employer to get the customer what they (unfairly) demanded, the person called back and said I swore at them, screamed, and -- yes -- told them "fuck you". Fortunately, my supervisor at the time knew my performance and didn't have a knee-jerk reaction (plus I sat near her, so screaming was unlikely!), but there are plenty of people out there who aren't so lucky.

Sometimes it is appropriate for a business to fire a customer, there are rules that should be applied to eliminate knee-jerk reaction. This is not the case here. It was a situation that was handled poorly by all but responsiblity lies with business and its representatives.

How about you get what you pay for? It takes those extra dollars to hire a competent sales and customer service staff. If you only shop for the bottom dollar price, you get the bottom dollar service.

Next time, drive across town to the "high end" local store. I bet they've got a fancy show room, a knowledgeable staff and won't curse you. But i'll bet you curse when you see their prices!!!

All you CSRs and retail slaves: These jobs aren't easy, and they aren't for everyone. But doesn't mean your bad day is everyone else's fault.

You've entered the workforce. Grow up.

Want to do well and lose some of the stress? Don't let it take over. Suck it up, check your ego at the door, do your job. Judge your moves by what helps your employer (hopefully long term) within the boundaries of your value system.

When you handle the pressures well it does wonders for your state of mind. It's worlds better than self defense or falling apart. Hysteria or blaming is a customer-service spiral.

@8abhive:
Seconded. I've worked in retail and call centers, and I've NEVER blown up, or even come close. I never understood why people who can't take the stress took these kinds of jobs.

Well, I KNOW that if i had a "bad day" & told a customer to "FUCK OFF!" .... I would be let go in an INSTANT! DOesnt matter If I was the sole provider for 12 kids, 2 elderly bed-ridden parents & a hungry puppy.

You dont get offensive with customers because you had "a bad day" .... boo-fuckin'-hoo!

Just want to add that working in retail & being a representative of that retail shop..... you are basically there to take it in the ass from a customer. Meaning you are there to help customers & basically take the abuse from them. Now if the customer is acting extremely beligerant , making a scene & threatening, then you can ask him to leave becuase he is causing a disturbance.... if he doesnt, then call the cops. But if he's just pissed... then you have to take it & dont take it personal.
You dont let your emotions rule you when you deal with the public.

Just like a cop is supposed to remain professional when dealing with an insulting prick... so are you.

Its almost like you have to become this special mix between an unfeeling zombie on the inside & a cordial, polite customer service rep on the outside. THAT is how you do it.

But if you want to blow up & lose control (I dont care if you have been working for 3 month's straight [in fact I have been working in my job since sept 2007... 7 days a week & will still probably be doing so for a few months more)....then you better expect to be fired.... and you should be.

FWIW, I don't think that the two men in the phone calls are the same person. I'm curious as to what initially set Timothy over the edge: "Questions about an extended warranty" is all that I can garner from the article.

I still question how this 'fruit of the poisonous tree' relates to a customer service complaint!!! Unless they are all too familiar with legal proceedings against them...?

And most people on here need to lighten up. If you're in customer service, it is your job to talk to customers, whether you are having a good or bad day, whether the customer is a wonderful human being or an asshat.
@Cowboys_fan: 'customers who are too stupid' ??? They are part of that group called customers who are the primary reason you have a job.
Now get the f*ck off my website!! ;)

@grebby: Amen. Kinda like buying hubcaps near a motel years ago..."Hey these look familiar..."

@Sudonum: I'm sure lionel.hutz@nwvdirect has been deeply involved.

fruit of the poisonous tree = watched a Law & Order marathon on TNT.

The problem with businesses both big and small is that they "think" they've done enough customer service training or addressed every possible contingency. It inevitably end up in one of three ways:

1. They leave their employees no flexibility to deal with unexpected situations under the mistaken idea that loosening the pursestrings will automatically result in theft. Or they do it just to maximize profit. Either way, trying to save $5 dollars on a questionable "service charge" only to lose a $500 sale is an incompetent way of doing business.

2. They assume they have vetted their employees well enough and believe them capable of doing the job. Instead, they end up with employees who have autonomy without accountability (e.g. "Tim") who cause problems rather than solve them. Worse still, the company's "system" makes it near impossible for the customer to achieve resolution.

3. Corporate and even store management sets up "systems" to isolate themselves from customers and end up with no clue as to what's really going on. When problems do arise, management refuses to take responsibility for their employees until after it is too late, after the point when a simple apology and fixing the problem would be enough (or even without an apology).

It used to be that when a customer wrote to the CEO of a company, their letter reached the CEO and he replied personally. Now anyone outside the customer disservice department is untouchable. From what I've read, management attitudes today are, "All customers are unreasonable so we don't want to deal with them".

Wrong. Some customers became unreasonable *because* management refused to deal with customers anymore, putting service in the hands of lowly paid employees in an attempt to save money. Companies created the situation, and then blamed the customer for their own actions. And then they wonder why they're losing money.