@Pinkstylus wrote:
DEAR QVC: I purchased an APPLE WATCH SERIES 2 38mm on the 29th of August. I unboxed my purchase and for a good few minutes it was going well, UNTIL one of the APPS was not working. I had to call APPLE Technical Support, and was talking to this guy for almost two hours trying to solve my issue, to no success. Apple then told me to return the item purchased as it was Defective. I immediately called OVC CS, and told her my issue and that I had to return it, made sure I was not going to pay for Return Shipping. The lady Customer Service was very nice.
After a couple of days, I decided to purchase another Apple Watch and give it a try while waiting for my Refund. I got my next Apple Watch purchase Sept. 15th, unboxed it and to my surprise STAND WAS MISSING! QVC, do the people in your Shipping and Handling department do a thorough check up if all items in the purchase made are included before packaging? Do they make sure that even the tiniest of the tiniest item is secured and included? Well, maybe NOT! I read ONE REVIEW prior to my purchasing the Apple Watch, and the Reviewer also wrote that they MISSED THE STAND! I called QVC CS immediately and reported the missing stand. The Lady CS was very alert putting in for the replacement, and explained to me that if they have it on stock it will be sent out right away....IF NOT, then they will call me or probably mail me!
So today, SEPT. 16 at 4:26 pm, I called again QVC CS to find out what is supposed to happen next....UNFORTUNATELY, I was speaking with this MALE CSR who was not so nice. I did not like the tone of his voice....If you are a CS Rep, you should not, and never answer..."I DON'T KNOW"....I asked you are they going to send me out the replacement already....and this is the answer I get.....You may give an answer that would be more pleasant to the ear of your Customer to make her feel good or assure her that it's okay.....I was asking him what is next after the replacement request is done? And he asked me what did the previous CS tell you when you called....He made me answer my own question. He told me that if replacement is not available I might be asked to return the whole product or refund. WHAT? So if ever there is no replacement, this will be my 2nd RETURN for this APPLE WATCH! I told him, a total of $599.96 is way too costly to receive an item and find that a STAND iS MISSING, and if there is no available stand I WILL HAVE TO RETURN THE PRODUCT! Mr. CS, you might have to learn more ways on how to answer nicely. If you know your Customer is highly frustrated with his/her purchase.....Don't you think you need to adjust your PACE, TONE in the manner of speaking? You even told me "Can I finish my sentence first"....You know your Customer is frustrated and is in need of an answer....Don't you think you could think of any other way to let her finish first airing her frustrations....LISTEN, EMPATHIZE....or maybe find a way to ESCALATE the issue during that moment just to make her feel okay and give assurance that it will be okay? Don't you think you can use these BEHAVIORS....ACKNOWLEDGE, APOLOGIZE, HELP and THANK YOUR CUSTOMER, ASSURANCE.....Did you acknowledge my issue...NO, instead you asked me what the other CS has told me.....Did you Apologize for the inconvenience of the Missing Stand...NO, or Did you even thank your Customer for the interest of purchasing the product...NO! If I thought of speaking to a Supervisor or Manager or anyone other than you, would you even think of DE-Escalating the issue...NO! At least you could have made me Feel to still PUT THAT TRUST that everything will be taken cared of....at least.....But NO!
Sorry QVC, I had to let this out....I have met wonderful and awesome Customer Service Representatives over the phone in the many years I would call QVC. Some even step up higher and even Escalate the issue, and I am very thankful. What has happened to your Shipping and Handling Department? Do they ever take precious time to check things before they ship out? You have millions of Customers out there who are eager and excited waiting for their purchases to arrive, and only find out something is Missing, or something ain't right. I decided to write you QVC, because this is how I feel from my own point of view as a Customer...an ordinary Customer who wishes to have an Apple Watch Series 2, that no matter how double the cost you have compared to the Apple Store...I still purchased because of the Easy Pay Option. And when something is wrong, I believe that QVC and its CS representatives will make us feel that it will be Okay! The assurance and Trust that I put in you.... We put in you is something that your CS Reps should also take into consideration.....I was advised by Mr. CS to call again tomorrow and check. As of this writing, He did not see any APPROVAL for the replacement. SO< I will have to wait....again this is like a HIT and MISS thing.....
Good morning @Pinkstylus - I apologize for the poor CS experience that you have had on this Apple Watch. Thank you for posting here in our forums to alert us about it. I was able to research the order and the representative that you had referred to. I have emailed his supervisor with this information, we recognize this as an opportunity for coaching and we appreciate that you have bought this to our attention.
I also apologize that the watch was missing the stand and I do see that we have a request in to our warehouse to look for a replacement, they work off returned orders, I do hope they are successful. Please email me at QVCSocialTeam@qvc.com, if they are not perhaps I can offer an additional solution at that time. ~Kim
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