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Pampered Chef: Holy cow!!

  1. coriatc

    coriatc Member Gold Member

    225
    0
    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!!
     
    Mar 12, 2009
    #1
  2. DessertDivaFL

    DessertDivaFL Veteran Member Gold Member

    1,313
    1
    Really??? I need to call them but haven't because of all the long wait times.
     
    Mar 12, 2009
    #2
  3. DessertDivaFL

    DessertDivaFL Veteran Member Gold Member

    1,313
    1
    I just got off the phone and it was a 2 hour to 2 hour 28 minute wait for pressing "6".
     
    Mar 12, 2009
    #3
  4. Fluffy215

    Fluffy215 Member Gold Member

    446
    0
    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 :(
     
    Mar 12, 2009
    #4
  5. coriatc

    coriatc Member Gold Member

    225
    0
    mine was an adjustment (#2) and it went fast.
     
    Mar 12, 2009
    #5
  6. kaseydee

    kaseydee Veteran Member Gold Member

    1,125
    0
    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


    The Pampered Chef is a registered trademark.

    Please do not reply to this e-mail. It is not set up to accept replies. You are receiving this e-mail because you are a Consultant with The Pampered Chef, Ltd. If you received this e-mail in error, please send a separate e-mail to solution_center@pamperedchef.com.
     
    Mar 12, 2009
    #6
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