topic Re: Mods MIA? in Customer Care

Mods MIA?

suzykee — Mon, 14 Oct 2019 04:56:10 GMT

Where were the Mods during the free shipping debacle that happened on Sunday, the last day of the special? Customers are upset & rightfully so. Q, you knew there was a problem but sat silently by while this went on for hours. If you really are concerned about your customer base, which at the moment doesn't seem to be the case, you need to rectify the situation. A wise mentor gave me the following advice when I started my business - always give the customer a little more than what they expected. An extension of the free shipping would be a nice gesture.

Re: Mods MIA?

RoughDraft — Mon, 14 Oct 2019 05:44:24 GMT

They're busy deleting "offensive" posts.

Re: Mods MIA?

hopi — Mon, 14 Oct 2019 10:01:04 GMT

@suzykee wrote:
Where were the Mods during the free shipping debacle that happened on Sunday, the last day of the special? Customers are upset & rightfully so. Q, you knew there was a problem but sat silently by while this went on for hours. If you really are concerned about your customer base, which at the moment doesn't seem to be the case, you need to rectify the situation. A wise mentor gave me the following advice when I started my business - always give the customer a little more than what they expected. An extension of the free shipping would be a nice gesture.

It was a problem way over the amount of mods that Q had to handle the situation. It was mentioned on air the site was a problem. Mods are the last people to blame. It is the big money people making the decisions. They wanted people to auto order. That being said Q should have offered an extension of free shipping to soothe/ correct the problem.

Re: Mods MIA?

Mimi 1883 — Mon, 14 Oct 2019 13:01:45 GMT

@suzykeeIt seems that QVC is its own worst enemy! With all the "problems" with free shipping on Sunday, that didn't work, they should offer it again next Sunday. Just a thought.

Re: Mods MIA?

Caaareful Shopper — Mon, 14 Oct 2019 15:04:47 GMT

It’s not just on this forum, but it’s their FB page as well. Mods usually chime in to assist or respond to at least some questions, and especially the repetitive ones. But radio silence from them there as well.

In light of all the negative responses to changes and glitches QVC has had lately, seems like the corporate decision is for customer service to stay silent for a while.

For a business that promotes itself in relationships and “we want to talk to you,” they sure aren’t walking the talk right now.

Re: Mods MIA?

Imaoldhippie — Mon, 14 Oct 2019 15:58:42 GMT

And just what do you think the mods could do about it?

Most likely the website was experiencing a heavy traffic load and the system crashed. Its happened to Amazon on Cyber Monday before.

Re: Mods MIA?

Caaareful Shopper — Tue, 15 Oct 2019 11:30:00 GMT

@Imaoldhippie It's not about the Mods/Customer Service doing something about it or creating a miracle fix that is out of their control. But communication is key for any business. QVC usually chimes in with a generic statement like "we are aware some are experiencing issues with the website, we are looking into it, thank you." That's simple, and they have done just that before. The silence was strange, that's all.

Re: Mods MIA?

Montana — Tue, 15 Oct 2019 11:07:43 GMT

I think the scope of online problems warranted a statement from somebody.

The Mods are the usual staff who interact with forum members, so, to me, it makes sense that people would expect them to respond.

Re: Mods MIA?

Johnnyeager — Tue, 15 Oct 2019 11:26:58 GMT

I think it's bizarre the way some posters use Board Moderators as their personal shopping assistants. I would think that is what a Customer Service department is for.

Re: Mods MIA?

Anonymous032819 — Tue, 15 Oct 2019 14:10:40 GMT

Maybe the mods have received new orders to be more "hands off" with the posters here, who are constantly going to them to fix their problems.

Re: Mods MIA?

sunshine45 — Wed, 16 Oct 2019 14:19:57 GMT

@Johnnyeager wrote:
I think it's bizarre the way some posters use Board Moderators as their personal shopping assistants. I would think that is what a Customer Service department is for.

they ARE a part of customer service....an excellent part, by the way.

Re: Mods MIA?

Anonymous032819 — Wed, 16 Oct 2019 14:31:47 GMT

When these forums were first updated a few years ago, all the Mods did was zap posts and threads.

That was ALL that they did.

Maybe they are going back to that.

Re: Mods MIA?

Montana — Wed, 16 Oct 2019 15:14:17 GMT

The Mods have often been the last resort when problems could not be resolved by regular Customer Service. Perhaps regular Customer Service reps need new job descriptions and duties.

Re: Mods MIA?

Nonametoday — Wed, 16 Oct 2019 22:48:48 GMT

@Johnnyeager wrote:
I think it's bizarre the way some posters use Board Moderators as their personal shopping assistants. I would think that is what a Customer Service department is for.

@Johnnyeager

Perhaps it is because issues are not resolved with Customer Service, but this board serves to alert others as to unfavorable services at QVC and when spotted by a moderator, they get something done about it. Just hypothesizing. How about you? Are you CS?

Re: Mods MIA?

Johnnyeager — Thu, 17 Oct 2019 11:30:32 GMT

Customer Service? No, not at all.

Just a poster who finds it very bizarre that posters expect the Moderators to be at their beck and call as soon as they shout out at them. Just, in my, opinion, bizarre.