WAHM Forums

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It's hard for me to shorten because I want to justify to her why. Here's my next version, it feel so mean, but I know the goal it to break ties:


Hi xxx--

I have talked to the company. The first time you emailed me, you said the "Money, Money" was not of high quality to your satisfaction, which is considered not satisfactory. On these returns, the item must be returned to the company at the customer's expense.

I do not have copies of your receipts since I closed our account last holiday season and have no new purchases from the last 12 months.

The return policy is as stands. You can drop them off at Tuffy or you can ship the Money, Money to Discovery Toys if you feel you can do it cheaper (I also need the Flexiblocks back before I can grant a refund).

If you do not feel I can meet your needs, you may contact the company and ask for another consultant.

Debbie

If you do not feel I can meet your needs, you may contact the company and ask for another consultant.

Debbie



I think it's all good except this part, you're giving her an option to say "oh, no..i still want you as my consultant, blah blah blah.." I would probably say something like "If you would like to purchase DT in the future, you may contact the company to ask for another consultant"

I think it sounds pretty good, though hopefull is right that does give her the chance to say "no I want you"smileys/smiley11.gif



For the record, in "Psycho customer II" i didn't think her email back
to you was really all that nice. She sounded like a coniving
wench. So don't feel too bad for being firm.smileys/smiley2.gif

OK, I deleted the last line and sent it.


Thanks everyone!


I feel guilty because last time I did this (last year this time and of course I gave in though I thought I broke the relationship), she wrote back a nasty email. But I also believe in the absolute best customer service.


Anyway I promise I'll share.smileys/smiley2.gif


Debbie

Oh sweet one, the customer HAS serviced YOU!! Again, I would email and
or phone the home office and give THEM the details you want to give
her...SHE KNOWS EXACTLY why you are ending things. She's a PRO. And
then request that the home office person TAKES OVER this ACCOUNT. If
the company wants to fall at her feet and let her walk on them, so be
it. If they choose to stop her cold, she'll KNOW she's been discovered
and probably drop it and move on. Either way, she is STILL getting the
"customer service" the company feels she deserves, and YOU can sleep
nights.



She pushed you last year and used guilt to manipulate you. Guilt is
used when "someone wants you to feel badly". But no one can make you
feel anything you choose not to feel. You have done it all. You have
been a great consultant...probably better than most of us here would
have been. It does NOT make you mean, or selfish, or a bad consultant
if you turn her over to the company. It means you have done all you can
and it's time for someone else to deal with her. It means you respect
yourself and your own efforts and that she has "greater needs" than you
can meet. Mother Teresa probably couldn't have met them!!!! Be
proud of your EXTREME patience ( I can set up a poll here to find out
how many of us think you deserve a purple heart but I can predict the
outcome!!!) your exceptional customer service, and your professional
and dignified ending of a poisonous relationship.



Either that or we can form a WAHM possy and spam her to death with emails!!!! *evil grin....*



LeAnn

I have talked to Home Office. I talked to them last year and this year. Their policy is a customer has to go through a consultant. She has even called home office, LOL! And they told her she has to go through a consultant.


They know the story.


I think I'll email the President though and give her a heads up too.


Debbie

I have talked to Home Office. I talked to them last year and this year. Their policy is a customer has to go through a consultant. She has even called home office, LOL! And they told her she has to go through a consultant.


They know the story.


I think I'll email the President though and give her a heads up too.


Debbie





Definitely make sure the home office (on all levels) knows your situation. Cover your rear.LeAnn is right -this customer isa PRO.


Hope this email/letter ends the whole mess for you. smileys/smiley31.gif


Edited by: MamaK

That's because all party plans DON'T want to deal with customers. This is where the line of "in business for youself but not by yourself" is a bunch of crud.


Party plans want the customers or consultants to suck up the cost of shipping and returns. Therefor they do as little as they can to settle disputes.


Theresa








I have talked to Home Office. I talked to them last year and this year. Their policy is a customer has to go through a consultant. She has even called home office, LOL! And they told her she has to go through a consultant.


They know the story.


I think I'll email the President though and give her a heads up too.


Debbie

That's because all party plans DON'T want to deal with customers. This is where the line of "in business for youself but not by yourself" is a bunch of crud.


Party plans want the customers or consultants to suck up the cost of shipping and returns. Therefor they do as little as they can to settle disputes.


Theresa





Sorry to hi-jack a thread. But it really irks me when someone makes such generalizations. smileys/smiley7.gif Not all companies are "hands off" when it comes to customers service. If the transaction started with a consultant, of course the company is going to refer the company back to that consultant. But for on-going, difficult issues, I know of several companies that will step up to the plate and help resolve the issue.

Ugh Debbie! I've been following your story and just wanted to say sorry about everything you've gone through with her. It took me a while to realize there are people out there that do this on a consistant basis and I'm glad more companies are making people return the item they are complaining about instead of keeping it AND getting a new one too. I've even had things that were questionable that were from a friend. Kind of sad...


I'm glad you won't be losing money on this manipulator anymore!

I'm sorry you're dealing with all this. I'm waiting for Psycho Customer Part IV to see how things are going.

Discovery Toys is great! They do not charge for defective items, only returns or exchanges, which is the customer. I've never had a hard time. However, they want to encourage customer/consultant relationships because all orders must go through a consultant. I like that.


I have seen them step in where issues of a customer got hurt. This happened to someone who gave money and never got an order. DT really stepped in to make sure it was all taken care of.


Every company has their own policy for their own reasons. And my DT experience has been awesome, except this one customer.


Debbie

She hasn't responded yet? I can't wait to hear the rest of the Saga. I'm sorry you are dealing with this and it's a lesson learned for all of us.

She hasn't responded yet? I can't wait to hear the rest of the Saga. I'm sorry you are dealing with this and it's a lesson learned for all of us.








I know. I'm waiting. She's probably going to put it off, and then she'll email me next month with a "I'm sorry, life has been busy, and everyone has been sick. Can you please just take care of it for me and give me a complete refund?"


smileys/smiley36.gifI'll keep you up to date.

I don't like the generalization about companies either. When I worked
for the Pampered Chef (this was years ago and things might be
different) they did NOT want consultants taking back returns or dealing
with customer service issues because some consultants are flaky and
they wanted EVERY customer to be taken care of IMMEDIATELY so when a
customer had a broken item etc, they returned it directly to the home
office and they made sure it was all taken care of.



The company I work for now is the same way. They would LIKE the
customer to report to a consultant first on issues because it frees up
the phones and staff at the home office from being tied up with
questions etc that the consultant could answer. BUT in every case where
a customer has a problem they WANT to know about it and will even call
people BACK. They even take the calls that SHOULD have gone to a
consultant first. They bend over backwards for the customers and not
ONCE when I as a director have called or emailed have I not gotten
through immediately and been taken care of.



I'm sure there are companies out there that aren't as great as they
could/should be, but I've never worked for a company that didn't assist
me in my business...I wouldn't stay with a company like that!

awwwwwwww Debbie im so sorry you have a customer like that.


she's a real piece of work, hopefully she will go awayyyyyyyyyyyy!!!hope everything with her is resolved soon.

.......still haven't heard back........

Wooohoooooo I'm going to cross my fingers for you and pray that this
time she GOT the hint and GAVE UP!!!!!!! Early Christmas gift!