PRODUCT PROBLEM AND CUSTOMER SERVICE.

AJW · ‎04-19-2010

My husband recently ordered an HP computer. From tracking info, we saw the item came from China, not a QVC warehouse and arrived in California in 5 days. Okay so far! The computer was at a Stockton CA Fedex warehouse, about 20 miles from where we live. The computer sat there for another 5 days, so my husband called Customer Service.

Call one: You have to track it yourself, not QVC personnel.

Call two: Its probably lost, so we will give you back your money if you like!!

My husband said no, because he wanted the computer. They kept saying there was nothing more they could do, so he asked to speak to a supervisor.

Supervisor came on the line, virtually repeated this same attitude, but finally, after a lot of pushing, she agreed to contact Fedex. We had no contact information on the actual location, and according to Google, there was no Fedex office in Stockton, CA.

Supervisor came back on the line saying that Fedex had been having problems with their trucks, but would deliver the computer the next day. No delivery the next day, or the next.

Call 4. This CS person said Fedex couldnt find the computer, so they would refund our money, but reminded us that the first EZ payment was due, and the 2nd would be on our statement soon, and they expected them to be paid. My husband refused because this was totally a QVC problem. Today he got an e-mail saying his money would be refunded, but would take up to 60 days for it show up on our statement!! So that would mean the 3rd and possibly the 4th EZ payment would have been billed!

The final comment is about delivery direct from China!! What happened to the rigorous testing of every batch of products when they arrive at the warehouse?? This is something QVC have always boasted about.

SECOND CUSTOMER SERVICE PROBLEM - About 9 months ago I ordered a Tracfone TSV because I use an IPad or laptop for everything except phone calls. I received the phone, which included 1200 free minutes as part of the deal.

Call One to Tracfone - I couldnt set up the phone without purchasing minutes. When I told them the offer included 1200 free minutes, they refused to accept this and said unless I had proof in my package of this, they would not recognize the offer. I hung up after telling them I would contact QVC.

Call 2 to QVC. CS told me I had to call Samsung about this and gave me a telephone #.

Call 3 to number provided. A number no longer in service!

Call 4 to Tracfone. Again gicen the runaround, and then hung up on!

I put the phone away for a couple of weeks in disgust, but gave in, bought the minutes to get the service going. Everything was fine at first, until I started getting cut off mid calls, unable to access voice mail, and getting interrupted by a message from Verizon saying I couldnt have access to this number.

Call 5 to Tracfone. After explaining the problem, I was transferred to somewhere across the world - India I think. The man was very polite, went through the usual motions and procedures, tested the phone and told me everything seemed to be fine. There was a vague reasoning for why Verizon would come on the line, which didnt make sense to me, but I accepted this.

The phone continued to give me problems a lot of the time. Being cut off was the worst problem, but gradually new problems arose. This week, while talking to someone, pinging noises started, then I was cut off, and when I looked at the screen, several numbers had appeared on the screen, looking like I had been dialling them while talking!!

So, as you can tell, we are very unhappy with service and product reliability at the Q, and my next job is to contact Corporate to talk to them. But I need to calm down first. They may have lost me, a cusromer of 25 years, and they have definitely lost my husband as customers. What are companies thinking nowadays??

What experiences are other customers having, especially with Tracfone, which QVC have stopped carrying. They have gone to EVINE.

Pearlee · ‎06-11-2011

FYI there is now a Customer Care forum on the board. It's newly created so you might not know about it. It's the last forum on the list of forums.

Another new name Sue · ‎03-11-2010

Did not read your post because it is too long but I will second Pearleys suggestion. Post on customer care. It's second from the bottom on the list of forums.

fthunt · ‎12-24-2010

Excessive information - posting too long to read.

KYToby · ‎02-19-2012

=Ultimately, this appears to be confusion and misunderstanding on the part of the OP.

1st issue -- Many HP products ship directly from China. In fact, if one orders a custom machine from HP, that is where it will be made and from where it will be shipped. FedEx lost the package, and QVC refunded the purchase price. The OP did not understand that although the refund would be made, she would need to wait until she received her statement in order to "see" the credit (although checking the statement online would show it as soo as it posted).

2nd issue -- the time to address it was when it happened -- not 9 months later. /the phoens come with iformation on activting the 1,2000 minutes -- they are not preloaded, and this information is available in the package and on the QVC webpage for the products. As far as getting a Verizon message, it is because Tracfone buys time from Verizon and other carriers ,so if there is an issue, you may get a message from the carrier itself.

Ultimately, it sounds as if online purchasing of electronics may not be the best option for the OP. Some people need to purchase in person to get questions answered.

Pearlee · ‎06-11-2011

@Another new name Sue It's on the list as the last forum, before Blogs on my computer. What is last on yours for you to say it's second last?

CoG · ‎07-04-2014

I understand your frustration and wish you had had better experiences. In the past Q reps would have been more helpful. Callousness and " doing only as much as you are forced to do to get paid" are the norm even at the Q CS department.

you have the right to express your concerns in this forum anywhere you choose. No one has been appointed hall monitor, this isn't the schoolyard. You will draw fire from the carrion vultures no matter what you have to share. Ignore them.

GCR18 · ‎07-03-2013

I'm not following why you had to buy minutes for the tracfone when it came with free minutes. Your best bet is to follow the advise the moderator gave you on the other post you created. Good luck.

Another new name Sue · ‎03-11-2010

@Pearlee Oh yeah, I saw "Blogs" under that and so said second from the bottom. Sorry for the error.

bebe777 · ‎12-10-2012

@ajw wrote:
My husband recently ordered an HP computer. From tracking info, we saw the item came from China, not a QVC warehouse and arrived in California in 5 days. Okay so far! The computer was at a Stockton CA Fedex warehouse, about 20 miles from where we live. The computer sat there for another 5 days, so my husband called Customer Service.
Call one: You have to track it yourself, not QVC personnel.
Call two: Its probably lost, so we will give you back your money if you like!!
My husband said no, because he wanted the computer. They kept saying there was nothing more they could do, so he asked to speak to a supervisor.
Supervisor came on the line, virtually repeated this same attitude, but finally, after a lot of pushing, she agreed to contact Fedex. We had no contact information on the actual location, and according to Google, there was no Fedex office in Stockton, CA.
Supervisor came back on the line saying that Fedex had been having problems with their trucks, but would deliver the computer the next day. No delivery the next day, or the next.
Call 4. This CS person said Fedex couldnt find the computer, so they would refund our money, but reminded us that the first EZ payment was due, and the 2nd would be on our statement soon, and they expected them to be paid. My husband refused because this was totally a QVC problem. Today he got an e-mail saying his money would be refunded, but would take up to 60 days for it show up on our statement!! So that would mean the 3rd and possibly the 4th EZ payment would have been billed!
The final comment is about delivery direct from China!! What happened to the rigorous testing of every batch of products when they arrive at the warehouse?? This is something QVC have always boasted about.

SECOND CUSTOMER SERVICE PROBLEM - About 9 months ago I ordered a Tracfone TSV because I use an IPad or laptop for everything except phone calls. I received the phone, which included 1200 free minutes as part of the deal.
Call One to Tracfone - I couldnt set up the phone without purchasing minutes. When I told them the offer included 1200 free minutes, they refused to accept this and said unless I had proof in my package of this, they would not recognize the offer. I hung up after telling them I would contact QVC.
Call 2 to QVC. CS told me I had to call Samsung about this and gave me a telephone #.
Call 3 to number provided. A number no longer in service!
Call 4 to Tracfone. Again gicen the runaround, and then hung up on!
I put the phone away for a couple of weeks in disgust, but gave in, bought the minutes to get the service going. Everything was fine at first, until I started getting cut off mid calls, unable to access voice mail, and getting interrupted by a message from Verizon saying I couldnt have access to this number.
Call 5 to Tracfone. After explaining the problem, I was transferred to somewhere across the world - India I think. The man was very polite, went through the usual motions and procedures, tested the phone and told me everything seemed to be fine. There was a vague reasoning for why Verizon would come on the line, which didnt make sense to me, but I accepted this.
The phone continued to give me problems a lot of the time. Being cut off was the worst problem, but gradually new problems arose. This week, while talking to someone, pinging noises started, then I was cut off, and when I looked at the screen, several numbers had appeared on the screen, looking like I had been dialling them while talking!!

So, as you can tell, we are very unhappy with service and product reliability at the Q, and my next job is to contact Corporate to talk to them. But I need to calm down first. They may have lost me, a cusromer of 25 years, and they have definitely lost my husband as customers. What are companies thinking nowadays??

What experiences are other customers having, especially with Tracfone, which QVC have stopped carrying. They have gone to EVINE.

@Anonymous, I wanted to bring this to your attention because I just checked and @AJW never reposted this on the newly created Customer Care forum. -- I've been away for about 10 days and am playing catchup with the QVC forums... so I noticed that @AJW didn't repost it.

I just wanted to bring this to your attention in case you wanted to follow up with @AJW.

-- bebe