Customer Care

[keithsmom65]

I hate to complain, but this past year has been disturbing to me in Customer Service. I have talked to MANY people who came on line to help me with a problem, not too big, and I am astonished that they can't speak properly or handle the issue.  Thirty plus years ago they had much better representatives. Things have gone down hill of late. And as long as I am complaining, I have received almost 10 packages in the past three months with no paperwork at all. Just the item in a box, and nothing  for paperwork on the front either. I'm getting tired of calling to inform them. Got another one just this afternoon.  It sucks!

[rms1954 · Accepted solution]

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@keithsmom65 wrote:

I hate to complain, but this past year has been disturbing to me in Customer Service. I have talked to MANY people who came on line to help me with a problem, not too big, and I am astonished that they can't speak properly or handle the issue.  Thirty plus years ago they had much better representatives. Things have gone down hill of late. And as long as I am complaining, I have received almost 10 packages in the past three months with no paperwork at all. Just the item in a box, and nothing  for paperwork on the front either. I'm getting tired of calling to inform them. Got another one just this afternoon.  It sucks!

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It's not 30 years ago.  Much has changed.  I think CS is doing the best they can under the circumstances.  Your paperwork might be in the outside label enclosed in plastic.  I can't blame CS for that.  It's QVC's way of doing things.  I always have paperwork inside my package.  

[Kachina624]

@keithsmom65   You ought to know that customer service has nothing to do with the paperwork in your package, nor do they have any way of knowing it's missing.  I never get invoices in my Amazon or Zulily packages.  You don't really need it unless you want to do a return, in which case our mods can supply one.

They recently hired a bunch of new CSRs to work from home.  I'm sure training them is a challenge but it's obvious they don't know much.

[keithsmom65]

I must respond. I have  been with QVC for almost 33 years, and I am well aware of when the service reps changed in their demeaner, speech, and capabilities. Also, I KNOW about the paperwork on the front of the box. My point was exclusively that NO paperwork of ANY kind arrives with my packages...NADA.

[keithsmom65]

I know that. Don't miss my major points.

[keithsmom65]

Ladies, I'm  no idiot. Of course I know that Customer Service has nothing to do with paperwork, shipping, or even missing paperwork. I call them to inform them because I assume if it is happening to me so frequently, it may be happening to others.  I disagree, if someone is hired to be a Customer Service representative, they must know how to handle all QVC business situations. Otherwise, why do they represent? I am aware if I need it for a return, I can copy my own. Notice I did NOT complain about that!

I'm sad to hear they can't screen their reps better to handle customers. Thewre was a time, that being a Customer Service rep for a company was a big deal. I guess now anyone can do it without decorum. 

[Kachina624]

@keithsmom65    It's not a matter of screening; it's a matter of training and supervision.  Both are hard to do when employees are new and at home.

So if you have a problem, contact the mods at qvcsocialteam@qvc.com referencing the order number.  They are the elite of CS.

[Kachina624]

@keithsmom65   Out of over 30 packages last month, I was missing invoices in maybe 3.  These were mostly clothing orders.

[keithsmom65]

Thank you for sharing that. I did not know about the "elite".

[AuntG]

When I could not get on these boards for nearly two weeks, the phone call I made was useless. The uninterested person on the other end apparently read from a script telling me she'd send me an email to reset my password. After contacting the social team, they admitted to having an IT problem. I heard from Beth, Wayne and Alice before I could get up and running.