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Pampered Chef: Some people...

  1. kcjodih

    kcjodih Legacy Member Gold Member

    3,432
    2
    First of all let me say I'm ALL about customer service. I will go above and beyond and always try to go the extra mile.

    Now the vent. I just got an email from a past customer that I met once in November 08 at a show. She bought from me a S/B, corn butterer and large round stone with handles. At that show she was kind enough to complain loudly that her chilzanne rectangle server that she'd had for a year but never used had a cracked lid when she finally took it out of the box. (see where out of the box calls would be helpful here?)

    I told her I'd help her get it replaced, insisted on more than just her name on her order form if she wanted help (?!) and called HO that night for her immediately emailing her at midnight with a reference number and telling her that they'd be sending her a new one by UPS but would also be sending her a return label by Canada Post for her to place on the box with the old one inside and return.

    I never got a thank you from her or anything back but about a week later I get an email saying with no hello, thanks or anything, 'got my lid, no label in the mail though, tired of waiting, going to throw it out alright?' UM NO! So I email her back that it was great she received her replacement so quickly, it had only been a week and she needed to wait at least another for regular mail to arrive with her label. If she didn't get it please let me know because otherwise there would be a charge for the new lid if they didn't receive the old one back. I kindly let her know that charge would go on HER credit card that I had gotten on the show. I knew it wouldn't but it made me feel better ;) I never heard back from her, I wasn't charged for the lid so she must have returned it and finally had peace..until today.

    5 months later, today, I get an email again with no hello or anything saying - I'll cut and paste here -

    'a friend got a large pizza stone with handles from her brother's marriage breakup (only married a couple months) but she was using it for the first time and it cracked up in the oven. she does not know where it was from or does she have a receipt. Just wondering if you can help.'

    So again no thanks very much, I appreciate it or nothing! What am I, her flippin' return queen? She has a consultant in her little village she lives in which is 1/2 an hour away from me, and I only went to the show I did there because it was my past recruit's yearly show that I was now doing for her since she threw in the towel.

    So go back to your own consultant would you please? is what I wanted to say but what I did say is with that little information I couldn't be of much help but if she could find out from the brother or his ex wife who purchased it and from what host or consultant or if it was a wedding gift that the giver needed to be contacted for the same info then HO and I could work together if we had this additional info. I also stated if she couldn't get or didn't want to get this info then she could also call PC herself and see what they could do for her and I gave her the phone number and their hours.

    I'm now sitting here thinking on one hand I should have done more but on the other I'm thinking what on earth can I do and WHERE ARE YOUR MANNERS woman? She better not try to tell me in a few days that her stone she bought from me 'wink, wink' broke because I won't be falling for it; I'll KNOW it's for her friend!
     
    Last edited: Apr 10, 2009
    Apr 10, 2009
    #1
  2. niclowther

    niclowther Member Gold Member

    241
    0
    Some people! I know not everyone has good manners, but come on, a "thanks" would have been nice. I know how you feel, and it is frustrating!
     
    Apr 10, 2009
    #2
  3. niclowther

    niclowther Member Gold Member

    241
    0
    I just realized I said 'some people,' not realizing that was the title of the thread, but sometimes that is all you can say. :)
     
    Apr 10, 2009
    #3
  4. raebates

    raebates Legend Member Staff Member

    18,373
    399
    You handled it very well, IMHO. You went out of your way to help her the first time. You also gave her everything she needed to take care of the second issue. Bless and release.
     
    Apr 10, 2009
    #4
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