Home Office Customer Service Issues

[sigmaqt95]

I have had several customers contact me to tell me they had problems with returns/exchanges when contacting HO. They said that the phone operators were hard to understand and barely spoke English. None of these customers were particularly happy with the service they rec'd. They said that next time they would just want me to handle the return because it was frustrating.

I wasn't sure if I should if they were exagerating or not. However, I called the other day and went in as a customer to help process a return. The exact same thing happened to me. I swear- the person I had sounded like they were in a different county. I had to repeat everything 3-4 times. No wonerd my customers were frustrated.

I have never experienced this when calling in as a consultant. It really concerns me that customers are not happy with the services they receive when calling our call center.

Any thoughts????

 

[dannyzmom]

I handle all returns/exchanges for my customers to avoid issues like this.

 

[sigmaqt95]

I normally handle the returns/exchanges also, but these customers called on their own because they just followed the instructions on the back of their receipt.

 

[kat29]

I have had several customers contact me to tell me they had problems with returns/exchanges when contacting HO. They said that the phone operators were hard to understand and barely spoke English. None of these customers were particularly happy with the service they rec'd. They said that next time they would just want me to handle the return because it was frustrating.

I wasn't sure if I should if they were exagerating or not. However, I called the other day and went in as a customer to help process a return. The exact same thing happened to me. I swear- the person I had sounded like they were in a different county. I had to repeat everything 3-4 times. No wonerd my customers were frustrated.

I have never experienced this when calling in as a consultant. It really concerns me that customers are not happy with the services they receive when calling our call center.

Any thoughts????

I handle the issues myself...but I did have the same experience you did when I call the HO last week because of an issue with an order. You're not alone.

 

[soonerchef]

I have had similar, horrible experiences with HO...that's why I only use online adjustments or take care of the customers stuff if I can.

 

[DebbieJ]

Agreed. Service is really lacking. I try to handle everything for my customers and do everything online as much as possible.

 

[jrstephens]

I have had this problem several times with HO. Just had a hard time understanding them today when I called to see if my Change Over Kit had shipped. During the conversation realized she was giving me that dates of other exchanges and she had to start all over to look for the COK. very frustrating!

 

[AJPratt]

Email Ho!Let them know about the problem. They have heard plenty from me!

 

[Debala715]

When I was on the Home Tour, we saw the doors to CS. A worker was standing outside of those doors. I told her I was very surprised to see that CS was actually housed here in the US, because any time I have spoken to a CS rep, I could barely understand them. I had assumed that CS had been outsourced like every other companies CS dept.I dread having to phone HO, as I've not had a person I could understand on the phone.

 

[Chef_wright]

I think of all the times that I have called HO I have only spoken to one lady who I could understand. She was so helpful! I cannot say I have ever had a bad experience with HO, just hard to understand them sometimes.

 

[AJPratt]

Can I tell you that when I started a year ago, I called HO all the time had had an awesome, helpful rep EVERY time. In the past month, I have called twice and spoke to people who, had a difficult time understanding what I was saying and the same for me.

 

[jmedeiros]

HO customer serviceWell long story short, my customer ordered the pizza gift set for her friend for a birthday gift... BUT when the package arrived, the stone was broken! So she scrambled and got a gift basket and put the rest of the items in the basket and picked out other things to fill it. She was totally upset and i submitted the adjustment for her. I told her that I would be more than happy to purchase the stone for her on someones host order (since it would be discounted) and she told me no since it wasnt my fault. I still felt bad for her so i was going to get her a little thank you gift for being such a good customer.

Well HO called me and wanted to make sure what was wrong with the package, so i explained my whole story and i told her that my customer had to go out and buy something else to give to her friend along with the cutter and recipe book. She even felt bad for me, so she said that they were replacing the stone AND throwing in the pizza crust mix for all her troubles!!! AND i could totally understand this lady from HO!

So i was totally thrilled and told her thank you over and over! She had to box sent to me, since i wanted to give my customer the items (and make sure the stone was OK) in person. So i get the box today.... and the pizza mix box is open on the top, smashed on 3 corners BUT The stone was fine! (wwwehhhheeewwww!)

So even though the box came all damaged looking, it was nice of her to throw that in for my customer... literally.... THROW that in there!

I too always do my adjustments online just so i dont have to talk to them!

 

[AJPratt]

I'm more likely to do adjustments online, but there are thigs you still have to call HO for... like when someone's credit card doesn't go thru (my orig. pist). WHAT A FIASCO that was!~