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Post Reply Why is CR customer service so bad and confusing?
Posted 1/8/16
¯\_(ツ)_/¯
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Posted 1/8/16
Eh their a big company so they must got alot of people with customer support plus they'll also be spam customer supports things like that so it must be hard for them dont forget...
Posted 1/9/16
My videos are horribly laggy, so I contacted Crunchyroll about it and they gave me info that made no sense to me.
Der Zoodirektor
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Posted 1/9/16 , edited 1/9/16

Glutting95 wrote:

So, I had accidentally used the wrong card to pay my premium and I canceled immediately hoping I wouldn't get charged. I emailed CR telling them I need card ending in XXXX refunded immediately and when I went to go check my bank account the charge from CR disappeared until today I see 6.95 still got taken out even though I had CANCELED...

Now, I emailed them again today and told them that they double charged me and I just wanted card ending in XXXX refunded, but instead they canceled my whole account altogether when I just wanted a refund for the card I had canceled with.


It's because you sent 2 separate ticket, which resulted in 2 of our agents refunding a charge. Either way, you suffered now harm, as you got your money back.


eclair-lumiere wrote:

@Glutting95, you probably did get one who couldn't understand English unfortunately. That's thing with big companies these days, especially online ones. They save money by having all their customer service offshore in places like India.

Also, I'm not a paying member of CR. But I find it incredibly suspicious that this "free" trial they keep offering me requires my bank details first. But I thought it was free?


All of our customer service agents handling English tickets are based in the US or Canada, except for me. I'm in Germany.
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Posted 1/9/16
Sometimes when videos don't work I use an external program called Kodi with the official Crunchyroll add-on to stream the anime I want
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Posted 1/9/16
I made two separate tickets because the first CR rep messed up my account and got nothing done correctly.. The 2nd rep even said the previous rep had made a mistake that wasn't his fault but the systems.

Basically, I expected the canceled card to never be charged in the first place. I even went to customer service telling them that I had canceled and needed a refund immediately but 2 days later I noticed the payment was authorized anyways. I then messaged CR support again telling them that I needed a refund for card ending in XXXX but instead they cancel my active card thus canceling my premium, so, I had to PAY again which caused my card to be double charged until I get refunded.
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Posted 1/9/16

eclair-lumiere wrote:

@Glutting95, you probably did get one who couldn't understand English unfortunately. That's thing with big companies these days, especially online ones. They save money by having all their customer service offshore in places like India.

Also, I'm not a paying member of CR. But I find it incredibly suspicious that this "free" trial they keep offering me requires my bank details first. But I thought it was free?


They only have 50 employees

but they probably outsource their customer service out to Asia (3rd world)
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Posted 1/9/16



They only have 50 employees

but they probably outsource their customer service out to Asia (3rd world)



Yep, they probably do. Everyone does now. I've had similar problems o2, my mobile phone network. They had absolutely no idea what I was asking them since they could barely understand english -_-
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