Successful Call to Solution Center - No Wait Time!

[coriatc]

I called the solution center today ... their menu changed and I didn't have to wait on hold AT ALL!!!!!!!!!! That's such a big change from Monday's 5 hour call back!!

 

[DessertDivaFL]

Really??? I need to call them but haven't because of all the long wait times.

 

[DessertDivaFL]

I just got off the phone and it was a 2 hour to 2 hour 28 minute wait for pressing "6".

 

[Fluffy215]

I just called and was given a two hour call back, so not as bad as it has been lately. I just wish I could be here in two hours

 

[coriatc]

mine was an adjustment (#2) and it went fast.

 

[kaseydee]

Just rec'd this email.

Dear Consultant,

We are very sorry that our answer rates in the Solution Center continue to fall below the level of service you deserve. We know this is a terrible inconvenience, and we want you to know that this is as unacceptable to us as it is you.

We are in the process of upgrading our entire internal infrastructure. Unfortunately, as is often the case with any systems change, we’re experiencing some difficulties with the new software.

We are taking the following steps to improve the current situation:

* Adding more resources. We’re continuing to add additional representatives to respond to your phone calls and e-mails. Also, Customer Solutions is now available to answer your calls on Saturdays, between 8:30 a.m. and 4:30 p.m. (CST).

* Changing Call Center software. We continue to make changes to the software used by Solution Center representatives that will streamline processes and increase efficiency.

* Adding self-service options. As we shared in the March 2 PC NewsWire, you now can track, on the Shipment Status screen, the status of a Show from the time you submit an order to the time it ships, as well as resolve declined credit cards online. As of today, you also can resolve declined TPC debit cards online.

We ask that you please use the Internet to process adjustments and resolve Shows with payment card issues. This is absolutely the quickest way to resolve these issues.

Please know that our Universal Representatives are working their hardest to give you the best possible service. Please be patient with them as we work to optimize our new systems.

You have our commitment that we will return to acceptable levels of service soon. We truly appreciate your patience during this time of transition.

Sincerely,

Rich Schubkegel
Senior Vice President, Information & Support Services


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