Customer Care

[Beh]

I am out of patience with QVC. Since 01 Nov, we customers have dealt with a screwed up Order Status Page. I have made 4 calls to Customer Service. The first two reps were unaware of any problems (seriously?), on the third call, a male laughed and said the IT dept. had been working on the issue "for a couple of weeks" (must not be smarter than a 5th grader if they can't fix it in 2 weeks!), and on the most recent call, the rep acknowledged there is an issue and all she could do was the same as the previous reps...send a message to corporate/management. Alrighty then, does "corporate" or "management" ever read these messages? Who do we have to speak to, to get actual results? For 16 days now, I have been unable to access my easy pay pages, either by order or by month. The "back button" no longer takes you back one page. It takes you all the way back to your most recent orders page, i.e. page 1. Then, you have scroll page by page until you find where you left off. THIS IS BEYOND RIDICULOUS!!!  Heck, QVC even removed the page numbers! We used to be able to click on page 5 and it would take us directly to page 5. No more! Again, we have to scroll page by page. And forget about trying to look up a specific order by number or key word, because that's all jacked up too! I put in an item number or a key word and it tells me it cannot locate any orders with the information. Seriously? I scroll page by page and voila! There's the item! QVC, stop posting the statement apologizing about the slow shipping, all the while telling us how much you hate to inconvenience us. If you really want to keep us around, FIX THE ****** ORDER STATUS PAGES!!!! Otherwise, kiss my $4K a month goodbye. I don't need this aggravation.

[tobes]

@Beh Every week with the Q it is another IT problem. Some correct themselves and then something else goes wrong.  For example....for about a month I was unable to watch videos associated with products offered.  The video cut ou 1/ 3 of the way.  Now the video completes with much buffering.  About a year ago, videos were out of service but then returned again.  That's when they went back to no service and now buffering.  When someone works on an IT page or pages it is desirable to have the "bugs" worked out before it is set up.  This usually involves several people who test and report any insufficiencies to the IT department.  Looks like the customer is the tester.  A friend of mine was part of a group of IT specialists who tried to sell Q their consulting services for IT.  No deal but my friend said that here were definite problems with QVC IT

[Scorpio1971]

@Beh 

I agree...it is atrocious!  I have made a couple complaints by phone...last one day before yesterday, as well as a few times on these boards.  I can cite probably 10 issues with this "Order Status" change and is extremely frustrating.  Here are a couple you missed:

1.  The order number and price is no longer appearing on the 1st Recent Order Status page.  I need that info easily accessible so I can reconcile my charges on bank statements against the order numbers and costs.

2.  The Estimated Delivery Date (EDD) is removed immediately after the shipping progress starts!  Not that it really matters any more with all the "IN PROCESS" for days upon days issues and Shipping issues anyway, but it would be nice to know the EDD and not rely on the tracking info to estimate when item might be received.

3.   You cannot click on the item description on the order status page to go back to the product detail to see if there are any reviews you may want to see or see if any colors/sizes are still available for reorder.  So now it takes you to your order info (after waiting & waiting & waiting for page to load...as addressed in statement #4.) where you can finally click on the item to go to the product detail page.

4.  Pages take too long to load.  All I see in the center of my screen is some daisy type of thing spinning & spinning & spinning while I am waiting & waiting & waiting for the page to change.

5.  Having pictures on Easy Pay page is a useless waste of space.  If you have something on Easy Pay chances are 99% you know exactly what it is and what it looks like.  It needs to be concise and easy to navigate...JUST LIKE IT WAS BEFORE.

6.  Your description about the way the Easy Pay page is so screwed up is right on point!  If I have things on Easy Pay and want to change card numbers on several of them, then AFTER EACH AND EVERY SINGLE CHANGE IT TAKES ME BACK TO THE VERY FIRST "RECENT ORDER STATUS" PAGE!  THIS THEN NECESSITATES HAVING TO START ALL OVER AGAIN, AND AGAIN, AND AGAIN.  This is a waste of MY TIME, AS WELL AS ALL OTHER CUSTOMERS TIME!

This was just for my starters...

Sorry I had to vent...