StockCharts.com Inc

[redacted] constantly complains and badgers our representatives.  She does not follow instructions for resolving problems and expects immediate solutions to her questions.  She does not research the issues before contacting us.  She does not understand how her computer works and...

expects us to solve her computer problems.  She forgets previous solutions to common problems (no audio for webinars).  In short, she is our worst customer.After trying to work with her for literally years, we warned her that she needed to change her behavior or we would stop providing customer support.  Regretably, she did not change her behavior at all.  We no longer provide her with customer support.  She still has full access to the tools and data on our website which is what she paid for.  There is ample documentation on the site in both written and video form for her to find the answers to her questions.With respect to the webinar that she cited, it was cancelled at the last minute due to technical issues.  A message was posted on our website apologizing for the cancellation.  (BTW, the webinars are free and not part of a subscriber's paid subscription. They run on Monday, Wednesday and Friday every week.  This cancellation was no big deal.)  Unlike the other ~1,200 people who were interested in that webinar, Ms. [redacted] chose to contact the Revdex.com because of its cancellation.  I can think of no better illustration of our frustration in dealing with her than that.Our policies on the limitations of our Customer Support capabilities are clearly posted on our website:http://stockcharts.com/docs/doku.php?id=support#support_policies_and_lim...⇄ [redacted]' expectation of infinite, patient and immediate customer support is not realistic.  Our solution - regretably - is to no longer provide her with customer support.Of our 40,000 paying subscribers (and 100,000+ free users), her behavior is unique.  We doubt it will change.  As you can see, she continue to harass us.Chip A[redacted]President, StockCharts.com

We have researched this situation thoroughly and here is what we discovered.  First, here is the timeline for this issue:
 * On Sunday, November 8th at 3:33pm Pacific time, our shipping department accidentally sent a duplicate email confirmation to [redacted].  The...

duplicate email confirmation was was for an order placed back in November of 2011 which had been fulfilled without complaint at that time in 2011.  Here is the text of that email:
---------------------------------From: The StockCharts Store [mailto:[email protected]] Sent: Sunday, November 08, 2015 3:33 PMTo: [redacted]Subject: Shipping confirmation for order #[redacted]Dear [redacted],All of the items from order #[redacted] have now been sent to you:1x The StockCharts.com Holiday Gift SetThey are being shipped to the following address:[redacted]If you ordered a ChartPack, it should now appear in your account. You should see new ChartList(s) at the bottom of the "Members" page.Thank you for ordering from The StockCharts Store!--------------------------------------------------
 
 * At 4:33pm, [redacted] replied to our accidental email with the following message:
---------------------------From: [redacted] [mailto:[redacted]]Sent: Sunday, November 08, 2015 4:33 PMTo: 'The StockCharts Store' <[email protected]>Subject: RE: Shipping confirmation for order #[redacted]
I DID NOT ORDER THIS and I HAVE MOVED! WHAT IS GOING ON?
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Please note that this message was sent to us on a Sunday,  Our normal business hours are Monday-Friday, 8am-9pm
 
* Three minutes later, at 4:36, Ms. [redacted] sent the following message to our customer support team:
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I just received an email from [email protected] that I made an order and I did NOT make an order! What is going on???Dear [redacted],All of the items from order #[redacted] have now been sent to you:1x The StockCharts.com Holiday Gift SetThey are being shipped to the following address:[redacted]United StatesIf you ordered a ChartPack, it should now appear in your account. You should see new ChartList(s) at the bottom of the "Members" page.Thank you for ordering from The StockCharts Store!----------------------------
* At 4:53pm (i.e., 20 minutes after informing us of the issue), Ms. [redacted] sent a second email to our customer support team:
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I filed a Revdex.com complaint about this
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Please note that this means that Ms. [redacted] gave us zero opportunity to respond to her original message before filing this Revdex.com complaint.
 
 
* At 7:06pm, we responded to her messages with the following email:
 
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Dear [redacted],Thank you for contacting us. Please ignore this message it was sent by mistake. I can assure you that you were not charged. Again, please ignore this message.Please let me know if you have any other questions or comments about our website.
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We have not heard back from Ms. [redacted].
 
Key Points:
1.) We accidentally sent a duplicate confirmation order to Ms. [redacted] by mistake.
2.) Ms. [redacted] was never charged a second time for her 2011 order.
3.) We were not given an opportunity to respond to Ms. [redacted]'s email before this complaint was filed.
4.) We responded to Ms. [redacted]'s messages as soon as we could (within 3 1/2 hours on a Sunday).
We believe - but are not sure - that Ms. [redacted] now knows that this was a mistake and that her card was not charged.  Let me also say that we are very unhappy that Ms. [redacted] felt the need to immediately contact the Revdex.com without giving us a chance to resolve the issue first.
Chip A[redacted]President, StockCharts.com