Tuesday, December 20, 2016

Nimkar123.co.il Stole My Money

מלל של הפוסט הזה למטה בעברית.  .Text of this post appears below in Hebrew

I have written a bunch of blog posts about business and customer service - two of my favorite subjects. I try to give the benefit of the doubt. Sometimes businesses are just disorganized. Sometimes the staff is just poorly trained. But in this case, Nimkar123.co.il outright stole my money.

I've had the same laptop bag since about 2005. Cool, right? But the zips are coming apart and, despite my sentimental attachment, it needs to be replaced. Retail stores charge an absolute fortune for laptop bags, so I went to zap.co.il to see where I could get the best price on a new backpack.

Nimkar123.co.il - the company that eventually stole my money - advertised a bag that suited my needs for a price that I could afford. Considering that my current bag is falling apart, it was even worth it to pay for door-to-door delivery just so I could get it sooner.

I entered my credit card details, the payment went through, and I received two emails. One was a receipt and the other was a confirmation of my order. Then I waited.

When the bag eventually didn't arrive, I called Nimkar123.co.il - the company that stole my money - and they told me that it would arrive the following week. When it didn't, I called back. Their claim of 24/7 service was misleading. I reached an answering service. I gave them my details and the answering service said that somebody (from the real company, you know, Nimkar123.co.il, which stole my money) would call me back. They didn't, so I did. Several times. Each time I rang, the automated phone system put me through to "sales" instead of "customer service". I know this because the same person who answered the phone each time said that she is in "sales" and that someone in "service" will get back to me.

"But this is getting ridiculous. I want to speak with someone now."
"Someone will call you back."
"When? This is very important to me."
"Today. We'll make it a priority."

I didn't get a call, nor did they reply to my emails in which I implored them to either send me the bag or admit that they don't have the item I ordered and refund my money.

So I decided to send one final email. I wrote (in Hebrew):

Dear Nimkar123.co.il, 
On 7 November I purchased from you a Campus brand laptop bag for 130 NIS, including door-to-door delivery. 
I called and emailed and called again, but you still haven't responded. So I am sending you this one final email asking you to either refund my 130 NIS or send me the backpack that I ordered. 
If you don't respond to this email by Monday, 19 December, I will be forced to publish an article describing how Nimkar123.co.il is dishonest, has non-existent customer service, and should be avoided at all costs.
[Copy of this blog post in Hebrew and English was included in the email.]
This article will be published on my blog (which has been running since 2007), on my online magazine (which has 6,250 viewers), on Twitter and on Facebook. I want to warn all of my friends in Israel to never go near your online store. Oh, and as for Zap, I'll leave a very truthful report of how Nimkar123.co.il stole my money. 
Nothing would please me more than for you to do the right thing. I don't want to publish this article, but I will if I have to. 
It is up to you. You have until the end of business, Monday 19 December 2016 to either refund my money or send me the backpack.
The fact that you are reading this blog post means that I didn't receive a response from Nimkar123.co.il because they stole my money.


כתבתי מספר פוסטים על עסקים ועל שירות לקוחות - שני הנושאים החביבים עלי. אני מנסה לדון לכף זכות, לפעמים עסקים לא מאורגנים, לפעמים הצוות לא מאומן היטב. אך במקרה הזה Nimkar123.co.il פשוט גנבו את כספי.

היה לי את אותו תיק מחשב מאז 2005. מגניב, נכון? אבל הרוכסנים מתחילים להפרד, למרות הקשר הריגשי שלי, התיק צריך להיות מוחלף. חנויות גובות מחיר מופרז עבור תיקי מחשב, אז נכנסתי ל zap.co.il לראות איפה אוכל למצוא את המחיר הטוב ביותר עבור תיק חדש.

Nimkar123.co.il - החברה שבסופו של דבר גנבה את כספי - פרסמו תיק שהתאים לצרכי ובמחיר שיכולתי להרשות לעצמי. בהתחשב בכך שהתיק שלי מתפרק, היה כדאי לי לשלם יותר עבור משלוח של דלת לדלת רק כדי לקבל את התיק כמה שיותר מוקדם.

הכנסתי את פרטי האשראי שלי, התשלום עבר, וקיבלתי שני מיילים. אחד מהם היה קבלה, והשני היה אישור הזמנה. אז חיכיתי.

כאשר התיק בסופו של דבר לא הגיע, התקשרתי ל Nimkar123.co.il - החברה שגנבה את כספי - ואמרו לי שזה יגיע תוך שבוע. כשזה לא הגיע, התקשרתי שוב. טענתם, שיש להם שירות 24\7 התברר כמטעה ולא נכון. הגעתי לשירות מענה. נתתי את פרטיי, והמענה קולי אמר שמישהו (מהחברה האמיתית, אתם יודעים, Nimkar123.co.il, שגנבו את כספי) יתקשרו אלי בחזרה. הם לא התקשרו, אז אני כן. כמה וכמה פעמים. כל פעם שהתקשרתי, מערכת הטלפון האוטומטית העביר אותי למחלקת "מכירות" במקום למחלקת "שירות לקוחות". אני יודע זאת משום שאותו אדם שענה לטלפון כל פעם, טען שהוא מה"מכירות" ושמישהו מה"שירות לקוחות" יחזור אלי.

"אבל זה כבר נהיה מגוחך. אני רוצה לדבר עם מישהו עכשיו."
"מישהו יתקשר אליך בחזרה."
"מתי? זה מאוד חשוב לי."
"היום. נשים את זה בסדר העדפיות שלנו."

לא קיבלתי שיחת טלפון, ואף לא השיבו לי להודעות הדוא"ל ששלחתי, בהם אני מפציר בהם לשלוח לי את התיק, או להודות שאין להם את הפריט במלאי ולהחזיר לי את כספי.

אז החלטתי לשלוח דוא"ל אחד סופי:

לכבוד Nimkar123.co.il,
ב -7 בנובמבר רכשתי ממך תיק מחשב נייד מהמותג קמפוס עבור 130 ש"ח, כולל משלוח מדלת לדלת.
התקשרתי, שלחתי דוא"ל והתקשרתי שוב, אבל אתה עדיין לא הגבת. אז אני שולח לך את האימייל הסופי הזה ומבקש ממך להחזיר את לי כספי על סך 130 ש"ח, או לשלוח לי את התרמיל שהזמנתי.
אם אינך משיב לדוא"ל זה עד יום שני, 19 בדצמבר אני אאלץ לפרסם מאמר המתאר כיצד Nimkar123.co.il הוא לא ישר, יש "שירות לקוחות" שאינו קיים, ולהימנע בכל מחיר מקנייה ממנו.
[העתק של הפוסט הזה בעברית ובאנגלית נכלל במייל.] 
מאמר זה יפורסם בבלוג שלי (אשר כבר פועל מאז 2007), על המגזין המקוון שלי (שבו יש 6,250 צופים), בטוויטר ובפייסבוק. אני רוצה להזהיר את כל החברים שלי בישראל שלא יתקרבו אל החנות המקוונת שלך. אה, ובאשר לזאפ, אשאיר דו"ח דובר אמת על איך Nimkar123.co.il גנב את הכסף שלי.
שום דבר לא ישמח אותי יותר מאשר שאתה תעשה את הדבר הנכון. אני לא רוצה לפרסם את המאמר הזה, אבל אני אעשה זאת אם אני צריך.
זה תלוי בך. יש לכם זמן עד סוף יום העסקים, יום שני 19 בדצמבר 2016 או להחזיר את הכסף שלי או לשלוח לי את התרמיל.

העובדה שאתם קוראים פוסט זה בבלוג, אומר שאני לא קיבלתי תשובה מ Nimkar123.co.il משום שהם גנבו את הכסף שלי.


Yossi's Magazine: Everyone Needs One of These www.ykarp.com/magazine
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Tuesday, December 13, 2016

Constantly Satisfying Your Natural Curiosity

This is Part 2 of a 2-part blog.

In my last post, I waxed lyrical about the virtues of Technical Writers, compared to technology journalists and engineers. I said that a writer embedded in a company has the opportunity to take part in the development of amazing new technologies, end-to-end. That is truly cool. But there is another level that tests a technical writer's mettle and turns good writers into great writers.

I recently had the opportunity to work in a number of companies as a consulting writer and I came to an interesting realization. In-house writers have the luxury of learning their company's technology over time. In-house writers have the opportunity to create relationships with engineers, managers, and SMEs of all sorts. A short-term consulting writer has none of that. For example, I was sent to update a user guide in a company that wrote database software for System Administrators. I had just over half a day to learn the software, interview the SME, and write the updates to the document. It sounds sort of impossible, but in fact, it was exhilarating. I was firing on all cylinders. I was tuned in like never before. It was a tough assignment because the technology was, at first, unfamiliar, But I used all of my experience, knowledge, and curiosity to make it work. The document was a success.

The short deadline at the database company was a more extreme example, but anyone who has done technical writing consulting will understand the euphoric feeling of doing a great job under such conditions.

I used to think that consultant writers were those who couldn't find a "real job". How very, very wrong I was. There is a special skill set required to provide quality documentation under tight constraints, one that is far less pronounced in the in-house writer's world. Consultant writers need to be fast and accurate, tech-savvy in a multitude of fields, and excellent communicators.

While it's true that a consultant writer might not have the opportunity to take part in the entire development cycle of an amazing new technology, they are often exposed to a wide variety of technologies, keeping them on their toes while constantly satisfying their natural curiosity.

One cannot say whether in-house writers (who have a comprehensive and holistic approach) are better writers than consultants (who are, by definition, fast learners and great communicators). But if I was a hiring manager for a writing position, I would place a high value on a consultant writer's experience.


Yossi's Magazine: Everyone Needs One of These www.ykarp.com/magazine
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Wednesday, December 7, 2016

Living Life on the Cutting Edge

This is Part 1 of a 2-part blog.

Tech journalists get to play with all the new toys as they come to market or, if they go to the right bars, much before they come to market. How cool is it that as a tech journalist, you are invited to all the big events where brand new, ground-breaking technologies are announced? Tech journalists even get free stuff - for review, of course. What could beat that?

Technical writing.

As writers, we embed ourselves in companies that make the cool gadgets and amazing software. Game-changing ideas take form before our eyes. We are in the picture from kickoff through delivery.

You might think that the engineers get all the fun, after all, they are the ones creating the innovations, actually putting the thing together that will change the world. But you'd be wrong. Engineers do have an awesome job as they bring the concept to release, but when was the last time an engineer was an integral part of the entire process? Product development usually involves many engineers with different skills working on its different parts before the product is market ready.

Conversely, Technical Writers play a part in development at every stage, from requirements and specifications documentation to GUI and UX to installation and user guides to maintenance documents, upgrade guides, release notes, training materials, and so on. The really lucky writers are also involved in sales, marketing, and business development documentation.

There is no other position in a company that can potentially give one person a more comprehensive, hands-on role in bringing brand new tech to the world.

So if you love living on the cutting edge, if you are thrilled by the innovative process, if being at the forefront of technology is your thing, there's no better vantage point than the Technical Writer's desk.

Here's Part 2 - it will knock your socks off!


Yossi's Magazine: Everyone Needs One of These www.ykarp.com/magazine
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