topic Re: O/T My Q Account is ""Lost in Space"" in Beauty

O/T My Q Account is "Lost in Space"

sometime — Mon, 10 Mar 2014 15:11:18 GMT

(this is the board I always use so am posting here) I've had the same Q account for 18 years. Set up my new password late one night when I didn't have my book to write it in. Went to use my account, didn't work, sent the "forgot my password" request. NO EMAIL came through. Waited, waited a day. Called CS. "Oh, I see it went out, but I can send another"...NO EMAIL came (they are NOT in my spam folder and no filter blocking, plus OTHER emails from Q coming through).

Waited 5 days...tick..tick...tick...Oh a TSV I want...%*%n still no luck, I have to place the order by phone (did I say I ALWAYS order ONLINE)...tick...tick...tick...

Friday night, March 7, approx 8pm, called CS, again and asked for supervisor. She said I must have "blocked" Q emails. Said sorry, no, got one today but NONE to reset password. Oh, now she understood! She could FIX it BUT she had to de-activate my account and here is what would happen: (1) I would get 3 emails from Q (2) after 48 I could re-activate my account.

(still on phone with her)Got one email immediately telling me my account was deactivated and would get NO MORE SHIPPING NOTICES FROM QVC. She said that was first one, two more, wait the 48.

Saturday I got a SHIPPING NOTICE for the TSV I had ordered (which I can't track because I can't get into my account, get the picture)

Well, here it is Monday morning, 60+hours later, still can't access my original account. I have auto-deliveries I can't monitor. I opened another account just so I can get into this board.

How do you spell major F-R-U-S-T-R-A-T-E-D!!!!!!!

Re: O/T My Q Account is ""Lost in Space""

myshell624 — Mon, 10 Mar 2014 15:22:30 GMT

I had to get a new account a few years ago when we moved. I too forgot the password I had with my old email. I just set up a new account which was easy for me since I had a new email and address. A lot has been on here about login issues. Hopefully someone is working to fix it. Sorry you are frustrated.

Re: O/T My Q Account is ""Lost in Space""

Allegheny — Mon, 10 Mar 2014 15:24:29 GMT

WOW! Instead of all their new apps, text alerts, etc they should concentrate on getting their their original online system straightened out. This is substandard for a company their size. I would be livid at this point and I am a very patient person.

Re: O/T My Q Account is ""Lost in Space""

serenity4ever — Mon, 10 Mar 2014 17:15:21 GMT

I have seen similar things posted and sometimes QVC reads the thread and gets back to the poster. I hope that your issues are resolved because it must be very frustrating for you.

Re: O/T My Q Account is ""Lost in Space""

sometime — Mon, 10 Mar 2014 18:37:57 GMT

On 3/10/2014 Allegheny said:
WOW! Instead of all their new apps, text alerts, etc they should concentrate on getting their their original online system straightened out. This is substandard for a company their size. I would be livid at this point and I am a very patient person.

This was my thought exactly! In their grand plan there should have been an inclusion for an on the spot solution for this type of situation. Project plans should always resolve the "what if" scenarios BEFORE going live, PARTICULARLY when it involves CUSTOMER SERVICE!...And I'm thinking possibly this would have been a very obvious one to predict. Like...duh!

Re: O/T My Q Account is ""Lost in Space""

scotnovel — Mon, 10 Mar 2014 18:46:16 GMT

On 3/10/2014 sometime said:
On 3/10/2014 Allegheny said:
WOW! Instead of all their new apps, text alerts, etc they should concentrate on getting their their original online system straightened out. This is substandard for a company their size. I would be livid at this point and I am a very patient person.

This was my thought exactly! In their grand plan there should have been an inclusion for an on the spot solution for this type of situation. Project plans should always resolve the "what if" scenarios BEFORE going live, PARTICULARLY when it involves CUSTOMER SERVICE!...And I'm thinking possibly this would have been a very obvious one to predict. Like...duh!

In theory I agree with both of you. However, we don't know exactly what went wrong in this case and if, maybe, just for example, 99.99999999% of accounts have had no problem then maybe being critical of their process is premature.

Re: O/T My Q Account is ""Lost in Space""

sometime — Mon, 10 Mar 2014 19:52:34 GMT

On 3/10/2014 Scotnovel said:
On 3/10/2014 sometime said:
On 3/10/2014 Allegheny said:
WOW! Instead of all their new apps, text alerts, etc they should concentrate on getting their their original online system straightened out. This is substandard for a company their size. I would be livid at this point and I am a very patient person.

This was my thought exactly! In their grand plan there should have been an inclusion for an on the spot solution for this type of situation. Project plans should always resolve the "what if" scenarios BEFORE going live, PARTICULARLY when it involves CUSTOMER SERVICE!...And I'm thinking possibly this would have been a very obvious one to predict. Like...duh!

In theory I agree with both of you. However, we don't know exactly what went wrong in this case and if, maybe, just for example, 99.99999999% of accounts have had no problem then maybe being critical of their process is premature.

But in this case we do know...the "reset password" email is not flowing correctly. The application of the percentage presented to the vast Q customer base has the potential to result in thousands of customers facing this problem.

I believe after three calls to customer service asking for help AND being polite on each of them allowed me the ability to bring this issue to the forum. (By the way, my own experience is with Project Management so I have a clear understanding of the necessary planning for ALL failures)

Re: O/T My Q Account is ""Lost in Space""

Desertdi — Mon, 10 Mar 2014 23:32:38 GMT

I guess it's not surprising. The State of California "lost" my driver license......after I had had it for about 20 years. I went to DMV to renew, and they told me it was a forgery. I was on the phone with Sacramento for an hour......and they finally straightened it out (but didn't tell me what the problem was).

Re: O/T My Q Account is ""Lost in Space""

musicgrl — Tue, 11 Mar 2014 15:31:43 GMT

For some reason, I have never been able to receive TSV emails. I do believe that Comcast blocks some addresses after a while. For a while I didn't receive Sephora, Ru Lala and others. They would just stop coming and I would forget all about them. Has probably saved me hundreds over the years.

I changed my email on the accounts I actually want to receive emails from. However, the Q's still does not come through. And, I do receive their other emails, beauty announcements, etc.

Re: O/T My Q Account is ""Lost in Space""

Wackers3 — Tue, 11 Mar 2014 17:06:36 GMT

More than one CS Reps have told me they are still using the same computers from 2002. Now I may not be the most tech savvy person in the world but do know you can only successfully update and expand so much to a computer of that age. The reason it came up in both situations was the CS Rep's frustration of what they have to deal with everyday trying to get the computers to perform correctly.

When you think of the memory and RAM back in 2002, it's a wonder their whole system hasn't crashed and burned. This company makes a ton of profit yearly but refuses to update one of the most critical parts of any business today. No wonder on any major event days, the site slows to a crawl before completely stopping.

Their IT department deserves some real kudos for keeping things running as well as they do. Just beyond comprehension that the Q is this cheap .............. and yes, it is cheap to still be trying to make the Reps who service your customers try to do so on computers now 14 year old.

Re: O/T My Q Account is ""Lost in Space""

sometime — Wed, 12 Mar 2014 15:21:51 GMT

Well, yesterday I called again and spoke with CS Supervisor Jessica who has helped SEVERAL customers with the same problem as mine. The first thing she asked was whether anyone had forwarded my issue to corporate...answer, no. She had me try again by signing in through "Order Status" because she had used that successfully with MANY others who HAD NOT GOTTEN THE EMAIL. We tried it, system sent email..none came. Sad to say, it didn't work for me.

Now my account/problem is forwarded to corporate for a solution. Jessica said she will personally track the progress of the flow the request and will call when she sees there is a resolution. I thanked her very much for her help and intended follow-up.

wackers...your comments give great clarity to what is going on! Demanding advancements with outdated systems and no means to handle what in true IT world are simple issues is MORONIC for a company making this kind of money. (And yes, reverting an account to pre-password status IS a simple issue)

Again, I have thanked each person at CS that has tried to help me. It is NOT their fault they can't solve this.

Re: O/T My Q Account is ""Lost in Space""

Angry Bird — Wed, 12 Mar 2014 16:25:36 GMT

QVC needs some new Dells!

Re: O/T My Q Account is ""Lost in Space""

sometime — Thu, 13 Mar 2014 01:16:34 GMT

A reply came late this afternoon from CS Supervisor Jessica, just as promised, THANK YOU!!! ...Q Internet Security completely reset my account, voila! An email came through at 5pm for me to re-set my password. Has been done, all recorded, and am now reunited with the account that I have had for 18 years.

(was also told they are looking to find resolution for this MAJOR issue...hmm might help them think deeper and more completely in the future before rolling out projects like this...who knows???)

Re: O/T My Q Account is ""Lost in Space""

BellaCarro — Thu, 13 Mar 2014 01:29:41 GMT

On 3/11/2014 wackers said:
More than one CS Reps have told me they are still using the same computers from 2002. Now I may not be the most tech savvy person in the world but do know you can only successfully update and expand so much to a computer of that age. The reason it came up in both situations was the CS Rep's frustration of what they have to deal with everyday trying to get the computers to perform correctly.

When you think of the memory and RAM back in 2002, it's a wonder their whole system hasn't crashed and burned. This company makes a ton of profit yearly but refuses to update one of the most critical parts of any business today. No wonder on any major event days, the site slows to a crawl before completely stopping.

Their IT department deserves some real kudos for keeping things running as well as they do. Just beyond comprehension that the Q is this cheap .............. and yes, it is cheap to still be trying to make the Reps who service your customers try to do so on computers now 14 year old.

This would probably explain the issues with posting using an iPad. I was sure it had to do with their hardware.

Re: O/T My Q Account is ""Lost in Space""

betteb — Thu, 13 Mar 2014 01:58:23 GMT

On 3/12/2014 sometime said:
Well, yesterday I called again and spoke with CS Supervisor Jessica who has helped SEVERAL customers with the same problem as mine. The first thing she asked was whether anyone had forwarded my issue to corporate...answer, no. She had me try again by signing in through "Order Status" because she had used that successfully with MANY others who HAD NOT GOTTEN THE EMAIL. We tried it, system sent email..none came. Sad to say, it didn't work for me.

Now my account/problem is forwarded to corporate for a solution. Jessica said she will personally track the progress of the flow the request and will call when she sees there is a resolution. I thanked her very much for her help and intended follow-up.

wackers...your comments give great clarity to what is going on! Demanding advancements with outdated systems and no means to handle what in true IT world are simple issues is MORONIC for a company making this kind of money. (And yes, reverting an account to pre-password status IS a simple issue)

Again, I have thanked each person at CS that has tried to help me. It is NOT their fault they can't solve this.

I'm glad you got it resolved. That will teach you to change your password (just kiddin')

So, who were you before?