There are many instances of exemplary customer service, but this isn't one of them. In fact, this might be one of the most reprehensible exchanges in the history of public relations. Here's the gist of the events: Man orders special game controller; man asks company's PR rep where his order is; man becomes frustrated with unprofessional customer service; PR rep insults and belittles customer; customer shares story with Internet; Internet explodes.
Here's a little more detail: On Dec. 16, a customer known only as "Dave" began a series of e-mail exchanges with Ocean Marketing, the PR firm that represents N-Control, a maker of modified game controllers for hardcore gamers and disabled people. Dave had pre-ordered a pair of Playstation 3 Avenger controllers from N-Control, but discovered that he would not get his controllers in time for Christmas. He e-mailed Ocean Marketing and began an exchange with Paul Christoforo, the company's PR rep. Dave discovered that new orders for the Avenger would receive $10 off, but he would get no such discount. Here is part of Paul's response -- the spelling and grammar have not been altered:
"You placed a pre order just like any software title the gets a date moved due to the tweaks and bugs not being worked out and GameStop or any other place holds your cash and im sure you don't complain to activision or epic games so put on your big boy hat and wait it out like everyone else," Christoforo said. "The benefit is a token of our appreaciation for everyone no one is special including you or any first time buyer . Feel free to cancel we need the units were back ordered 11,000 units so your 2 will be gone fast. Maybe I'll put them on eBay for 150.00 myself. Have a good day Dan."
Dave's next e-mail was furious. After tirelessly listing Christoforo's shortcomings as a PR rep, he demanded his money back:
"I want my two n-controllers. I 1) PAID FOR THEM 2) WAITED 3) DEALT WITH YOUR UNHELPFUL ASS," Dave said. "You show a surprising lack of business polish for someone who's quite established, AND an lack of awareness of your customer base: Hardcore gamers. We're a demanding, vocal customer but the flip side is we're loyal and eager to spend. It's lucky for you that I really want this product because it seems really deliver on making the gaming experience more effective and enjoyable."
Follow us Follow Button">
He signs his e-mail, "DAVE with a V," and writes, "p.p.s. Welcome to the internet, b-tch."
Christoforo doesn't learn his lesson. He answers Dave with yet another inappropriate and embarrassing e-mail, filled with misspellings and fragmented thoughts.
"Really ... Welcome to the Internet ? Son Im 38 I wwebsite as on the internet when you were a sperm in your daddys b-lls and before it was the internet, thanks for the welcome to message wurd up," Christoforo said. "Grow up you look like a complete child bro. I Don't have my controller so im gonna cry to the world ... Really ?? Hey take that free time and do something more productive. All you had to do was check the like everyone else , people have inquired but you're the douchiest of them all J."
At this point, the Internet decides to step in. Dave forwards the e-mail exchange to Mike Krahulik, the creator of the popular webcomic Penny Arcade and one of the showrunners for PAX East, a gaming festival that Christoforo had mentioned attending in his back-and-forth with Dave.
"Dave, if this guy has a booth at Pax east we will cancel it," Krahulik said in an e-mail to both Dave and Christoforo.
Even after learning that Krahulik runs PAX East and an extremely influential Internet comic strip, Christoforo does not curb his belligerence.
"OK Mike whatever you say lol," he said. "If you let some little kid influence you over a pre order then we don't want to be a your show ,Ill be on the floor anyway so come find me , I'm born and raised in Boston I know the people who run the city inside and out watch the way you talk to people you never know who they know it's a small industry and everyone knows everyone. Your acting like a douchbag not that it matters pax east pax west , e3 , CES , Gamer Con , SSXW ,Comic Con, Germany I'm all over the place.
"Little kids unhappy with a PRE ORDER starting trouble and you email that to us , he's a customer unless you're his boyfriend then you should side with the company not the customer. Be Careful."
Scott Lowe, the executive editor of IGN, picked up on the story and heard that Christoforo had called him a friend. He responded on Twitter.