About CS people!!!

[crazycorky]

Does this happen too you guys. I order a few movies at the reel.com, one dvd title i order was 4-5 months age useing a $10. off coupon on a $25. order and another movie 6-7 weeks ago stating it well be shipped in 2-3 weeks. So i thought i would call and find out whats going on with these two orders and what does the CS tell me "there on back order" well no kidding!!! But you think you can tell be more then its on backorder. I mean does it take take 4-5 months to get a movie in or 6 weeks on the other. Then CS tells me the only thing i can say is there on backorder. That tick me off when they don't tell you nothing or even say there sorry for the delay. But then i found out why, If i cancel my one order that i used my $10. coupon on they well charge me back the $10. because i received the other half of my order. And the othe movie i order i used a $20. GC which they say i would lose if i cancel my order. But the CS don't tell you that unless you ask if that would happen!
I never really had a problem with reel.com but some of there CS are morons.
And i'm finding this out with other web site more and more, there not being as helpfull at all. You call about your status of your order just to be told it was shipped when you just told it was shipped but never received it. Or you ask for the tracking number and they won't give it to you. Maybe i'm having a bad day, but i'm just getting tried of stupid CS people!
Not all of them just those ones that don't care about you, there company or there jobs and take it out on us.
Corky

[ang379]

I understand your feelings, Corky. It's frustrating to not know what is going on w/your order. I also posted something along these same lines.

I think the problem lies usually with the companies that make rules about cancelling a backorder and then losing your coupon rather than the CRS who are put in the position of having to uphold "company policies." I would hate to be a CSR for a company such as familywonder and deal with the customers that are angry (with good reason!) and the company itself won't let the CSRs do more than just say "sorry" or "oops."

If the companies would put more info in their computers, then the CSRs would be in a better position to give the customers more info. I cringe at the word "backordered" because you never know how long the wait will be and they will usually never give you a time frame - so you are understandably frustrated. I hope your items come soon, I'll cross my fingers for you

[crazycorky]

ang379,
Your right about the companys even more info to the CS, but what ticks me off is when they have the info but won't tell you anything. I know reel.com can call the suppliers and speed up my order or tell me they can't get this title anymore and cancel my order. But they won't do that because they want me to cancel so they can charge me for the coupon i used.
Don't get me wrong i know that there are company that don't give much info to there CS for peoples order but there are alot of company and CS that has that type of info and can help you out but don't, because they don't want to waste there time. You would be surprised what CSR can do if they wanted too do it!
But calling CS and being spoke to rude and or like a two year old kid ,makes me bad as h*ll!
Corky

[ang379]

I wholeheartedly agree, CSRs should realize the position they're in - SERVICE - and provide that versus a headache. I would check reel.com's site and see if you can access headquarter info and complain up the chain of command. Maybe you could get them to send you a different movie that is in stock so that you're not stuck losing the discount (that's so lame that they're threatening you with that).

I called reel's CS once and has a positive experience, so try calling again, maybe you'll get a CSR willing to help, couldn't hurt to try. Hope you get this resolved soon and get your movies