topic How Long Is The Wait?? in Customer Care

How Long Is The Wait??

usffan — Tue, 05 May 2020 18:21:07 GMT

Does anyone know how long the wait is on the phone for CS? How long did you wait when you called? So I can gage how long to stay on the phone. I realize with the pandemic that the wait will be longer but I've been on the phone for 1 hr. and 20 minutes. And no It cannot be taken care of on their website.

Thanks

Re: How Long Is The Wait??

Group 5 minus 1 — Tue, 05 May 2020 18:24:08 GMT

I waited 10 minutes and then hung up. I think I have a lost package.

Re: How Long Is The Wait??

usffan — Tue, 05 May 2020 18:30:18 GMT

It's not like Qvc's CS. They usually deliver fast and courteous assistance.

Re: How Long Is The Wait??

abovewater — Tue, 05 May 2020 19:12:18 GMT

I've been trying to get a hold of a CS agent since 4/29 regarding a lost shipment. I've tried calling only to be set free in the ever-looping phone tree. I've tried emailing with no response and have tried the live chat option as well. I can't believe that they have that bare bones of a staff. I'll just keep trying back I suppose.

Re: How Long Is The Wait??

Susan-QVC — Tue, 05 May 2020 19:20:27 GMT

@usffan wrote:

Does anyone know how long the wait is on the phone for CS? How long did you wait when you called? So I can gage how long to stay on the phone. I realize with the pandemic that the wait will be longer but I've been on the phone for 1 hr. and 20 minutes. And no It cannot be taken care of on their website.

Thanks

@usffan I am sorry for the delay and such a long wait time. I took a quick look at the order thats causing you concern. I will need to have someone in Finance take a look and resolve the issue.

Susan

Re: How Long Is The Wait??

Susan-QVC — Tue, 05 May 2020 19:24:24 GMT

@Group 5 minus 1 wrote:

I waited 10 minutes and then hung up. I think I have a lost package.

@Group 5 minus 1 What is the item? We will see how we can help.

Susan

Re: How Long Is The Wait??

IlliniGirl88 — Tue, 05 May 2020 22:50:40 GMT

I have at least 2 lost packages, called yesterday multiple times, phones were always busy, but finally got through. Also asked CS rep about a price adjustment and he was rude about it. The item had dropped in price well within the 30 days, but said he'd do it as a courtesy. Since when did the policy change? If the price has dropped within 30 days, CS has always, happily adjusted it. I gave up with the other items that had dropped in price. This is the second time out of the two times I've called, that the CS rep was rude. I've never had a problem with rudeness, until all this pandemic started. I know CS reps are working from home, and things are slow and honestly probably a pain for them, but being rude and bossy to a customer and acting like you don't want to help doesn't fly.

Re: How Long Is The Wait??

Paulette-QVC — Tue, 05 May 2020 23:35:21 GMT

@IlliniGirl88 wrote:

I have at least 2 lost packages, called yesterday multiple times, phones were always busy, but finally got through. Also asked CS rep about a price adjustment and he was rude about it. The item had dropped in price well within the 30 days, but said he'd do it as a courtesy. Since when did the policy change? If the price has dropped within 30 days, CS has always, happily adjusted it. I gave up with the other items that had dropped in price. This is the second time out of the two times I've called, that the CS rep was rude. I've never had a problem with rudeness, until all this pandemic started. I know CS reps are working from home, and things are slow and honestly probably a pain for them, but being rude and bossy to a customer and acting like you don't want to help doesn't fly.

We are so very sorry to here about your customer service experience. The policy has not changed if the price of an item drops in 30 days we will honor the new price and issue a refund for the difference. And, you are correct, regardless of a pandemic or how busy we are there is no reason for customer service team members to be rude during this trying time. If you have any other issues you need assistance with please reach out to us at QVCSocialTeam@qvc.com.

Re: How Long Is The Wait??

Sage04 — Wed, 06 May 2020 02:00:04 GMT

I called on Monday evening and the hold was about 8 minutes and the conversation lasted 4 minutes and a replacement is on it´s way.

Great Customer service.

Re: How Long Is The Wait??

IlliniGirl88 — Wed, 06 May 2020 15:47:08 GMT

@Paulette-QVC wrote:
@IlliniGirl88 wrote:
I have at least 2 lost packages, called yesterday multiple times, phones were always busy, but finally got through. Also asked CS rep about a price adjustment and he was rude about it. The item had dropped in price well within the 30 days, but said he'd do it as a courtesy. Since when did the policy change? If the price has dropped within 30 days, CS has always, happily adjusted it. I gave up with the other items that had dropped in price. This is the second time out of the two times I've called, that the CS rep was rude. I've never had a problem with rudeness, until all this pandemic started. I know CS reps are working from home, and things are slow and honestly probably a pain for them, but being rude and bossy to a customer and acting like you don't want to help doesn't fly.
We are so very sorry to here about your customer service experience. The policy has not changed if the price of an item drops in 30 days we will honor the new price and issue a refund for the difference. And, you are correct, regardless of a pandemic or how busy we are there is no reason for customer service team members to be rude during this trying time. If you have any other issues you need assistance with please reach out to us at QVCSocialTeam@qvc.com.

@Paulette-QVC - Thank you so much! QVC mods have been wonderful, and Customer Service is too, but in the 13 years I've shopped here, I was surprised by my last two encounters with CS. I always have the order number, item number, and date ordered ready to give them, but it wasn't a good experience. I'm always kind and patient with them, I've worked in stressful, demanding jobs before, so I'm sympathetic to what they're going through. I'll contact mods for further needs. Thank you again, you guys are great and I appreciate everything QVC is doing to stay up and running during this time.