I should probably start a new threat, but hey, I'm here so I'm going to ask this question since is kind-a-sort-a relates to the thread:
Has anyone, in the past 6 weeks, had a rectangle lid/bowl actaully replaced? I'm just curious if one has been sent to anyone...read on....
(Vent about to occur, warning:
One of my big beefs lately is a return I was assisting a customer with. She had purchased a rectangle lid/bowl about 2 years ago. This item was discontinued a year ago. The customer's lid/bowl broke about 4 months ago and she contacted me for assistance with the replacement. Since the item had a 3 year warranty, I submitted the request for warranty replacement.
I was given an approved return authorization number and the customer was advised to send the broken stone back.
That was done about 2 monhts ago.
The customer had 2 replacements she was requesting, both had been approved. When she received the first item and then a week went by without the 2nd item -- the lid/bowl -- she called me. I forwarded the approval email on that item to PC and asked for a status report on why my customer had not received her replacement item yet.
Imagine my surprise when I received a phone call, message left on my answering machine, that this item was no longer available and I was to contact HO to discuss the request.
When I called home office, I spoke with a rep who IMO had been with the company for maybe 3 flippin days. I asked her to confirm that this item was no longer available even for warranty returns. She said no, it was no available. And then -- get this -- she said "the deep dish cranberry covered baker is the replacement for that item so that is why we don't have the lid/bowl anymore".
Hmmmmmmm.
Now I'm just a tad ticked off. The warranty replacement of a lid/bowl has NOTHING to do with the fact that the lid/bowl was replaced IN THE CATALOG with the deep dish covered baker in cranberry. I made this statement to the gal and she repeated that the lid/bowl was the not available because the deep dish covered baker was the current item being sold.
I then said, please understand that I am not directling this comment to you personally, but the fact that a product has been replaced does not, to me, mean that appropriate product isn't held in reserve for replacements under the warranty. It is like apples and oranges: yes, the rectangle lid/bowl isn't sold anymore and yes, the DCB is the current item in the catalog with those features BUT that is separate and distinct (IMO) from the warranty exchange of an item still clearly under warranty.
I asked her to note my complaint and concern for how this warranty situation was poorly handled.
Oh, another lovely fact that I pointed out to the rep: I was at conference this summer. I purchased 3 surprise boxes. In one, was....a rectangle lid/bowl. I traded it away cause I didnt' want to pay the shipping on such a heavy item. I mentioned this in my complaint. How could an item, discontinued not even an year ago at that time, be in surprise boxes and NOT held enough stock to manage warranty exchanges for a reasonable lenght of time???
Yep, I was a tad hot about that....still am actually.
PC did offer a $35.00 credit to my customer and she is still trying to figure out what she wants. What she really wanted was a lid/bowl to use! I still can't believe the rep's "but the DCB is the replacement so we don't have the lid/bowl anymore" statement AND the fact that that item was in a surpirse box in July. It SHOULD have been in a warehouse at PC!
Ok...that was a wonderful little vent....but I guess this would point out why I am a little nervous about some of the trends right now with shipment errors, delayed shipments, etc.
Don't get me wrong, I still LOVE PC...and I know that they will address this recent sloppy trend.....
Has anyone, in the past 6 weeks, had a rectangle lid/bowl actaully replaced? I'm just curious if one has been sent to anyone...read on....
(Vent about to occur, warning:
One of my big beefs lately is a return I was assisting a customer with. She had purchased a rectangle lid/bowl about 2 years ago. This item was discontinued a year ago. The customer's lid/bowl broke about 4 months ago and she contacted me for assistance with the replacement. Since the item had a 3 year warranty, I submitted the request for warranty replacement.
I was given an approved return authorization number and the customer was advised to send the broken stone back.
That was done about 2 monhts ago.
The customer had 2 replacements she was requesting, both had been approved. When she received the first item and then a week went by without the 2nd item -- the lid/bowl -- she called me. I forwarded the approval email on that item to PC and asked for a status report on why my customer had not received her replacement item yet.
Imagine my surprise when I received a phone call, message left on my answering machine, that this item was no longer available and I was to contact HO to discuss the request.
When I called home office, I spoke with a rep who IMO had been with the company for maybe 3 flippin days. I asked her to confirm that this item was no longer available even for warranty returns. She said no, it was no available. And then -- get this -- she said "the deep dish cranberry covered baker is the replacement for that item so that is why we don't have the lid/bowl anymore".
Hmmmmmmm.
Now I'm just a tad ticked off. The warranty replacement of a lid/bowl has NOTHING to do with the fact that the lid/bowl was replaced IN THE CATALOG with the deep dish covered baker in cranberry. I made this statement to the gal and she repeated that the lid/bowl was the not available because the deep dish covered baker was the current item being sold.
I then said, please understand that I am not directling this comment to you personally, but the fact that a product has been replaced does not, to me, mean that appropriate product isn't held in reserve for replacements under the warranty. It is like apples and oranges: yes, the rectangle lid/bowl isn't sold anymore and yes, the DCB is the current item in the catalog with those features BUT that is separate and distinct (IMO) from the warranty exchange of an item still clearly under warranty.
I asked her to note my complaint and concern for how this warranty situation was poorly handled.
Oh, another lovely fact that I pointed out to the rep: I was at conference this summer. I purchased 3 surprise boxes. In one, was....a rectangle lid/bowl. I traded it away cause I didnt' want to pay the shipping on such a heavy item. I mentioned this in my complaint. How could an item, discontinued not even an year ago at that time, be in surprise boxes and NOT held enough stock to manage warranty exchanges for a reasonable lenght of time???
Yep, I was a tad hot about that....still am actually.
PC did offer a $35.00 credit to my customer and she is still trying to figure out what she wants. What she really wanted was a lid/bowl to use! I still can't believe the rep's "but the DCB is the replacement so we don't have the lid/bowl anymore" statement AND the fact that that item was in a surpirse box in July. It SHOULD have been in a warehouse at PC!
Ok...that was a wonderful little vent....but I guess this would point out why I am a little nervous about some of the trends right now with shipment errors, delayed shipments, etc.
Don't get me wrong, I still LOVE PC...and I know that they will address this recent sloppy trend.....
