Copy and Paste Customer Service.

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For a long time I’ve seen lessons where staff have used the internet.  Teachers are getting better at finding ways of using the internet, but I still see lots of instances of straight copy and pasting.  Is this a good idea?Over the last week I’ve been patronised by two different companies who have responded to my enquiry by email.  I don’t think either company bothered to read my email properly, just scanned it for key words and then pasted a response.
Boots
I did a lot of Christmas shopping on the Internet at Boots, and am a sucker for their loyalty card points.  I’ve been to their ‘Advantage Card’ machines several times and points still haven’t been added to my account.  The first time I contacted them, the email I received had a few lines about my pending points and then a huge copy and pasted instruction set telling me visit a machine to collect my points.  Hadn’t they read the email I sent?  Perhaps it was just me so I tried my card again and contacted them once more.  I explained that I had tried my card several times in an Advantage machine and my points had not been added to my account.  This is the email I received:
Thank you for contacting us about collecting your pending points from our Advantage Card extra offers kiosks.

To collect your points you’ll need to insert your card into the Advantage Card extra offers kiosk in our larger stores, it looks similar to a cash machine. First it will find your name, and display that on the screen, then it will tell you how many points you have to spend, and they’ll be downloaded onto your card for you.

You’ll also have the opportunity to look through lots of exciting and exclusive offers simply by touching the screen.

How helpful!  Copy and paste customer service at its best.

Carbonite backupI’ve a problem in Windows 7.  Carbonite scans the Firefox profiles folder for changes and stops you installing add-ons for Firefox.  Disabling Carbonite or excluding the folder from backups stopped the issue so the problem was clearly with Carbonite.  This is the copy and pasted response I received from them.

Hello Rob and thank you for contacting Carbonite Customer Support.
Carbonite has been designed to operate in the background so as not to slow down your PC or interfere Internet connection while you are actively using your computer.It seems like the issue you are facing is not related with Carbonite, but with your system. We request you to please contact your local computer technician for the further assistance regarding this issues.
Please let us know if you need additional assistance.Sincerely,MaxwellCarbonite Customer SupportPerhaps it’s just me.  Perhaps it’s a generational perception? Teachers – join me on the quest to stop this abuse of copy and paste by teaching our students when it is appropriate to use copy and paste, and when it is not.  And be loud in your complaints when you receive this kind of response from a company – copy and paste customer service = poor customer service!

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