Customer Service Question

[disneyfan91]

First, I want to praise Cathe's customer service people who answer emails--they took care of a problem my sister had with a DVD and I had with billing asap.

My sister recently ordered 2 DVDs(Kick Max, Core Max). She received Stretch Max and Core Max--even though her invoice had the correct order on it. Clearly seeing it was a problem, she called the 800 number on the back of the DVD--they said it wasn't their problem call customer service. She called customer service--they said it wasn't their problem call the 800 number on the DVD. This process repeated itself a few times before she called me and I gave her the email address(which I had recently received from a customer service rep when I had a billing problem).

I had a similar problem to a lesser degree. An order I placed just had an incorrect billing address--I called to change it as soon as I received the order and no one could do it at either number. I had to email to get the problem solved(luckily the customer service rep gave me that email address right away--so I only had to go through the cycle once).

I'm really disappointed with the way things were handled with my sister via the phone--she doesn't really have time to log onto the internet and hunt down an email address for customer service and frankly I don't think she should have to if there are 800 numbers on the back of the purchased product(what is the number there for if not customer service?). She has all but said she won't order anything again.

I love Cathe and her workouts and I understand that she probably has nothing to do with how things are handled, but I think that she should be aware that the way some reps are treating her customers may be losing business for her.

I am curious if anyone else has had problems with the 800 numbers or were both our cases freak occurences?

Kim

 

[SNM Videos]

We're sorry your sister had a problem, but when you call the 800 number your not getting us, but a third party order center and answering service. The answering service we use is actually one of the better ones, but like all answering services results and satisfaction will vary depending on the experience of the operator who answers your call. This is why we say the best and fastest way to contact us is by email. Our customer service email address is listed at the top of almost every page on our website, so it should not be too hard to find. When you email, not only will you get a faster reply..... Your questions will also be answered directly by our staff, so there is less chance of receiving wrong information. We’re a dot com and our business model is set up to mainly use the internet for orders and customer service. The 800# should only be used if you don’t have a way to reach us online.

 

[disneyfan91]

Thanks for your quick response. I understand that email is the best way to reach you and with that in mind maybe it should be included on invoices--in lieu of the 800 numbers.

Thanks for your time,
Kim