Customer Care

[ErikaShops365]

I often use the QVC chat feature prior to sending returns/exchanges.

I have never been asked for my full name.  Ever.

Of all the CSRs that I've chatted with, only one keeps asking for my last name and refuses to answer my question until I provide my last name.

Is this normal protocol?

Out of approx. 20 chat sessions, I've had this same CSR twice and it's like pulling teeth to have a conversation with her.

She disappears for MINUTES and when I asked for HER last initial or CSR ID#, she ended the chat and it disappeared.

She represents 10% of the chats and the other 90% have been pleasant, friendly and appropriate.  She seems like it's an inconvenience to have to use the chat function.

???

[millieshops]

@ ERikaShops365 Can't tell you because I've never used chat for that purpose.  I contact CS the old-fashioned way because I like to hear them typing in something while I'm saying why I'm making the return.  It makes me think things will work the way I want them to work -  so far, so good.

Question-  how do you verify who you are on the chat line so that any requests you make are actually recorded on your account?

[terriebear]

@ErikaShops365

Some sites want my last name, some don't.  If I am asking about a return, they want my order number so that they can pull the order up.  They will get my full information at that time, name, address, order history, etc.    So what is the big deal?  

[ErikaShops365]

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@millieshops wrote:

@ ERikaShops365 Can't tell you because I've never used chat for that purpose.  I contact CS the old-fashioned way because I like to hear them typing in something while I'm saying why I'm making the return.  It makes me think things will work the way I want them to work -  so far, so good.

Question-  how do you verify who you are on the chat line so that any requests you make are actually recorded on your account?

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I prefer chat over phone because I can copy/paste the chat.

I've never had an issue with things working out the way they should.

As far as verification goes, I also put the order # and reason for contacting via chat (return/exchange, etc.).  Chat also requires an email address.

[ErikaShops365]

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@terriebear wrote:

@ErikaShops365

Some sites want my last name, some don't.  If I am asking about a return, they want my order number so that they can pull the order up.  They will get my full information at that time, name, address, order history, etc.    So what is the big deal?  

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That's my point.

I always start the chat with the order # and reason (return/exchange).

That's why I'm wondering why this particular CSR gives me such a hard time each of the 2 times I've chatted with her.

[terriebear]

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@ErikaShops365 wrote:

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@terriebear wrote:

@ErikaShops365

Some sites want my last name, some don't.  If I am asking about a return, they want my order number so that they can pull the order up.  They will get my full information at that time, name, address, order history, etc.    So what is the big deal?  

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That's my point.

I always start the chat with the order # and reason (return/exchange).

That's why I'm wondering why this particular CSR gives me such a hard time each of the 2 times I've chatted with her.

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@ErikaShops365 wrote:

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@terriebear wrote:

@ErikaShops365

Some sites want my last name, some don't.  If I am asking about a return, they want my order number so that they can pull the order up.  They will get my full information at that time, name, address, order history, etc.    So what is the big deal?  

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That's my point.

I always start the chat with the order # and reason (return/exchange).

That's why I'm wondering why this particular CSR gives me such a hard time each of the 2 times I've chatted with her.

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@ErikaShops365

Even if the Q rep has your order # they want to make sure they are chatting with who you say you are and will want to verify this by asking for your last name, or address, etc.  This is just good, safe, business practice. By your refusal to give it, she terminated the chat session. It could easily be a hacker trying to get information about your account, and they are protecting you.  I always have to verify myself when I have chat sessions to different companys, Talbots, Williams Sonoma, etc. by my last name, address, etc. if I have a problem, BUT not a question.

[KYToby]

You are seriously freaking out because a rep from QVC is asking for your last name?

[libbyannE]

Not sure I understand why you need to chat before returning something. I stick the label on, and off it goes. When I need to call, I call customer service, and they always verify my full name. Why wouldn't they?

[ErikaShops365]

Nowhere did I say I was "freaking out" and I'm amused that your comprehension of my post equated a "freak out".

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@KYToby wrote:

You are seriously freaking out because a rep from QVC is asking for your last name?

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[ErikaShops365]

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@terriebear wrote:

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@ErikaShops365 wrote:

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@terriebear wrote:

@ErikaShops365

Some sites want my last name, some don't.  If I am asking about a return, they want my order number so that they can pull the order up.  They will get my full information at that time, name, address, order history, etc.    So what is the big deal?  

---

That's my point.

I always start the chat with the order # and reason (return/exchange).

That's why I'm wondering why this particular CSR gives me such a hard time each of the 2 times I've chatted with her.

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@ErikaShops365 wrote:

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@terriebear wrote:

@ErikaShops365

Some sites want my last name, some don't.  If I am asking about a return, they want my order number so that they can pull the order up.  They will get my full information at that time, name, address, order history, etc.    So what is the big deal?  

---

That's my point.

I always start the chat with the order # and reason (return/exchange).

That's why I'm wondering why this particular CSR gives me such a hard time each of the 2 times I've chatted with her.

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@ErikaShops365

Even if the Q rep has your order # they want to make sure they are chatting with who you say you are and will want to verify this by asking for your last name, or address, etc.  This is just good, safe, business practice. By your refusal to give it, she terminated the chat session. It could easily be a hacker trying to get information about your account, and they are protecting you.  I always have to verify myself when I have chat sessions to different companys, Talbots, Williams Sonoma, etc. by my last name, address, etc. if I have a problem, BUT not a question.

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You might want to re-read my OP. 

I clearly stated that this particular CSR rep closes the chat box when I asked for her Employee ID# after making me repeatedly wait for several minutes after asking a simple question.

Every other CSR answers questions quickly and the conversation is just like an in-person conversation...back & forth without long pauses.

There really shouldn't be any reason for a chat with CSR to take 10 minutes to answer three simple questions.  The majority of the time was spent waiting for her to answer and the answers were so ambiguous that it was frustrating.

Not an exact example, but similar:

Cashier:  Paper, plastic or reusable bag?

Customer:  Yes.

I did give her my name BOTH times.  She closed the chat box when I asked for her ID#.  If it's policy to not give out their ID#, a simple "I'm sorry, but we don't used ID#" (or something similar) would be more than acceptable.  To simply disconnect the chat isn't good customer service.