customer service very rude!

F

fitgrl

Cathlete
Hey guys,
I just called Cathe's customer service to talk to someone about the mix up with my dvd's. They put the timesaver in my superset & Push Pull case and so I don't have SS/PP dvd at all. Instead, I have 2 timesaver dvd's
I have already called once and emailed too with no reply. so when I called this time I talked to this lady and she talked really fast and she says "I'll have someone call you back." I could hardly understand her because she was talking so fast. I told her that is what they told me the last time and no one ever called me and she says "that's all I can tell you and it may not even be today that someone will call you. So that is all I can tell you," she was so snotty! she took my name and phone number and says "someone will call you!" then she hung up on me. I couldn't believe it.
I realize that they are very busy with loads of calls with problems with dvd's, but for one, there is no reason to be snotty and short.
Not only did everyone have to wait for months for the DVD's,which I understand the delay, but still very frustrated. Now once I get the dvd's I don't get all I paid for. I call AND email for help and all I get is a really rude woman.
I didn't pay $125 to not have all that I paid for and be put off!
Sorry for the ranting, but now I wonder if and when I am going to get my dvd.

Michelle
;(
 
I just emailed them also.. my kick punch crunch legs & glutes
DVD doesnt work .. my other 3 are fine... its amazing THE ONE I REALLY WANTED DOESNT WORK... I am just going to return and let them know i am returning and need a replacement..

I dont think I will ever pre order again!
 
Yes, the one I wanted the most I didn't get either. Super sets is the one workout I wanted the most and it's the one I don't have. I agree with you that though I realized I saved a lot of money pre-ordering, I don't think I will either.

Michelle
 
I am just going to return and
>let them know i am returning and need a replacement..
>
>I dont think I will ever pre order again!
>

You shouldn't be the one to have to pay return postage on this!
 
Michelle the number you keep calling is not their customer service department. It's an answering service. The quickest and most efficient way to reach them is to email [email protected]. I know you're frustrated, and I understand why, but Cathe herself posted on the "Ask Cathe" forum last week and asked everyone to be patient with them. They're inundated with emails right now, but they will respond to everyone and fix things as quickly as they can. I've had tapes replaced, and when they do get back to me via email, my replacement tape is usually here within a couple of days. I know it's frustrating, but I would email them and not call the service again. They're very good at getting back via email.

I'm an RN and I work in a small community hospital. Answering services usually have more than one client, so there's no telling how many phones the service SNM is using is answering. When we have to page physicians in the middle of the night at work, we have to go through a service. Calls sometimes are never placed, or they're placed hours later. It's frustrating, but that's just the way it is. They aren't all like that, but unfortunately some are. I know the first time I tried to reach SNM I made the mistake of calling the number, not knowing it was only an answering service, and no one called me back either. I was able to get in touch with them via email that very morning though.

Hang in there! They will fix what went wrong.

Carol
:)
 
She probably won't have to, Kathryn. I've had two tapes replaced since I first started buying them off this website in August, and both times they simply sent a replacement. I didn't even have to return the defective tape. They stand behind their policy which is posted on the home page of this site.

Carol
:)
 
Why is that number is listed as their customer service number if it's some sort of answering service that is anything but helpful? There is a good number of people with mispackaged discs. I'd like to think SNM will address this quicker than they have. Being busy is not an excuse to keep people waiting that got incorrect merchandise. Just my opinion.

Angi
 
suppose to reply today

they are suppose to email the people who have had this happen(ME for1) today but so far no reply:-(
 
RE: suppose to reply today

yes, I've emailed this twice now and still no reply. I don't know about some of you, but my $125.00 means a lot to me!!!

Michelle
 
This is such a bummer and so disappointing after the long wait, but SNM will get it resolved! I know Cathe's enterprise seems huge as does Miss Cathe sometime ;) but it really isn't so there's no 24 hour customer service. I'll bet SNM amd Cathe are pretty disappointed too! This project has consumed them for so long and, darn, a DVD is mislabeled. Hang in there and try to keep smiling! They'll get it fixed and you'll be sweating and enjoying those workouts in no time!
http://www.handykult.de/plaudersmilies.de/user.gif Bobbi
 
Hi have been buying from SNM for years and they've always resolved any issues. I know they are very backlogged and will take care of you as quickly as they can.
 
Hi,

I just wanted to let you know that I also received an extra Timesaver disc in a Supersets/Push,Pull case. I sent an email last night around 8:30 PM and received a prompt reply.

SNM is sending a Supersets/Push,Pull disc and a mailer for me to return the Timesaver disc.

Hopefully, this has been resolved for you by now but if not, hang in there.

Annette
 
Annette,
Do you know when we are supposed to expect the dvd's? I wonder if they are going to send a notification from UPS or sending them in the mail? Anyone know?
I got my email from them also saying the same thing, I got it yesterday.
If anyone gets any info on this please let me know. Thanks

Michelle
 
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