Suggestion Box

[dooBdoo]

I've suggested this before, but since we've seen renewed interest in the Community and what our ideas are, I wanted to offer it up once more.


Please create a forum dedicated to all reports of QVC.com technical website problems, with regular interaction by IT staff.


The ongoing technical issues are frustrating for customers, exhibit poor public relations, make it harder for IT staff to understand and correct problems, and reportedly are causing QVC to lose sales (posters state repeatedly that they've given up ordering because of all the technical glitches).


There’s no single point-of-report and there's no acknowledgment of reports.


Currently, we’re using at least 6 different haphazard means of reporting:
Posting threads at random in all the various Community forums; using the Feedback feature; using the Customer Service link; calling the regular Customer Service number; calling the Technical Support number; sending email messages to your customer service addresses (and there are several of those addresses).


Suggestions:
1 -- Establish one place/method of reporting these problems, preferably a forum easily seen by all. (Don’t hide it away -- allow the threads to show up when we choose “Forums” or “View All Categories” so more of the posters can see them and contribute to them.).


2 -- Offer customers a standard report format, to be sure you know what’s happening, when it began, what device they’re using, which browser, specific software versions, etc.


3 -- Respond to the reports on a regular basis so your customers know someone is paying attention.


Most of my career has been in IT management and support, and I've never seen such a disorganized system (or lack of a system) in a company as large as QVC. I hope other posters will add to these suggestions or provide alternative ideas. Thanks for listening!

[SHOPR]

I agree that it would be a great feature if they agree to create such a forum.

Thanks, dooBdoo, for suggesting it.

I notice some small annoying things (not sure what to call them--redirects, glitches?) like, for example, if trying to quote someone before I am logged in, I am asked to log in, then I am redirected to the shopping website homepage, and have to navigate my way back to the middle of whatever thread I was wanting to reply to and then find the reply I wanted to quote.

[SHOPR]

On 7/1/2014 dooBdoo said:

Suggestions:
1 -- Establish one place/method of reporting these problems, preferably a forum easily seen by all. (Don’t hide it away -- allow the threads to show up when we choose “Forums” or “View All Categories” so more of the posters can see them and contribute to them.).

Again, I agree with you, dooBdoo. I just posted something in Suggestion Box, then decided to move it to The Q We Love so that it would show up under View All Categories and be more visible. It was not a negative post, but a suggestion for a future product.

[dooBdoo]

Hi, SHOPR! Maybe we're the only 2 who think this is a good idea.

However, I realize I should've taken my own advice and posted this under "The Q We Love" so more posters would at least have the chance to see it. Perhaps I'll do that later on.

Thanks for your comments!

[TX-starlight]

Try the "chat live" feature. Someone will immediately chat with you. Go down to bottom of pg, "Customer Service", it is somewhere down there.

QVC does nothing about "suggestions" here in the forums.

[dooBdoo]

On 7/4/2014 TX-starlight said:

Try the "chat live" feature. Someone will immediately chat with you. Go down to bottom of pg, "Customer Service", it is somewhere down there.

QVC does nothing about "suggestions" here in the forums.

You're right, TX-starlight! They do offer the live chat, and that makes a 7th method of contacting them.

I'll give it a try, but I will add QVC has made a couple of changes based upon threads here in the Suggestion Box.

Thanks!

[SHOPR]

I didn't realize a live chat option had been added. That's good. Maybe they will be able to assist with the technical problems as they arise. If they are solely for ordering assistance, it won't be as helpful IMO.

[esmeesmerelda]

MODERATORS:
I did a search and posters keep asking for this. Revisit this idea.

Please???