Re: Customer Service? What customer service?

DebPA3 · ‎04-18-2010

@tropics21 wrote:
People, once again, the ability not to cancel per qvc corporate was initiated just a few months ago, NOT, years ago. Once again, in this tech world, the simplicity of qvc being a good business vs _________ is as simple as touching a button or flipping a switch as one would say. The computer is NOW set up to dissatisfy customers by not being able to cancel. All QVC has to do is tell their inadequate tech company to touch the button called "cancel order" and THERE, PROBLEM SOLVED. That being said, I and many wonder why qvc a business we have dealed with for over 20 years would choose the option not to cancer orders, knowing it would upset customers? Makes no possible sense, unless of course, they make money by not allowing canceling via shipping costs billed to us. Who knows, one would think with all the many complaints that continue to increase by the minute, one would think qvc would address the issue, after all the have access to THEIR COMPUTER, but they chose not to. No wonder their 3rd quarter report was down, although the CEO sugar coated it. Once again, if you try to cancel an item and they won't let you, SIMPLY DO THE FOLLOWING. Call CS, tell them you tried to cancel the item number and couldn't. Instruct them to note the computer on that item and that you want ALL SHIPPING COSTS TO YOU AND THE RETURN POSTAGE LABEL, NOT CHARGED TO YOU, ANOTHER WORDS, THE ENTIRE AMOUNT SHIPPED TO YOU WILL BE CREDITED. Only thing is is that you have to follow up when QVC finally decides to credit your account and make sure it is the correct amount, you may also want to, in a few days, make a second call to CS to make sure the 1st CS marked the computer. Unfortunately QVC has designated the people who keep them in business to be their own account dept for THEIR MONEY rightfully refunded.

Very true! As a many decade (😳) long customer, the cancelation window reduction/elimination is a very new thing, less than 6 months. The business model of on-air, hard sell, consumer sales is based on people making an "in the moment", "gotta have this" decision. Some amount of buyer's remorse HAS TO BE BUILT IN, and allow some cancelation window. That's just the nature of this business. To pretend differently means disappointing your customers. Long term, it's got to be best for the business to have less rework, fewer packages being returned, etc, even if it means a cancelation window.

Boehm Collector · ‎03-09-2010

@rms1954 wrote:
At times we just want what we want. It's a terrible position to be in as a customer service rep. Too many demands they can't fulfill. Try to be considerate of their position. I worked in an insurance company and we were NOT allowed to put a call through to a manager. Don't blame the reps because they are limited to what they can do.

@rms1954 .. I agree with you to a point. But it does not excuse the rep for being rude.

rms1954 · ‎06-06-2019

@Boehm Collector wrote:
@rms1954 wrote:
At times we just want what we want. It's a terrible position to be in as a customer service rep. Too many demands they can't fulfill. Try to be considerate of their position. I worked in an insurance company and we were NOT allowed to put a call through to a manager. Don't blame the reps because they are limited to what they can do.
@rms1954 .. I agree with you to a point. But it does not excuse the rep for being rude.

True, but take into consideration we are only hearing one side of the story.