This is a copy of what was just sent to "
[email protected]" - the only alternative I could find for the insaneness of trying to go thru calling "Customer Service" which is anything but...!!!
To SOMEone who may be concerned...PLEASE!
Mid April (April 8th or April 14th) I ordered ONE HealthMaster - later in April I received TWO and was billed for two. The day I ordered I had placed 2 calls. The first call I ended up canceling my order as the young man taking the call obviously did not know what he was doing. It took a very long time and he kept putting me on hold. In that same 1st call I asked him to please just cancel the order, I did not want to order thru him. He told me that he canceled the order. I called back on the same day and spoke with a woman who had obviously done the sale before and was very good. Went thru the entire process with her and placed my order - for ONE HealthMaster. She offered a 2nd one at 1/2 price - No thanks. It would follow then that if I truly wanted 2 machines that I would have gotten the 2nd for 1/2 price. I ordered ONE and received and was billed for TWO.
I have made multiple calls simply trying to get a paid return label to send back the 2nd (unordered) product.
Here are the dates, times, who answered and what I was told:
4/27/10, 10:45AM, Carmen. I told her I had ordered one and received two. She told me all I needed was an RA # and could return the unordered product and that shipping would be paid. When I went to write the number on the return label I read on the label that the sender (me) would have to pay shipping.
4/28/10, ? time, Laura. Told Laura the same as I told Carmen, including what Carmen told me and what I had then read about me having to pay for shipping for something that I did not order. Laura told me she would e-mail a postage paid return label and that I should expect it in 24-48 hours. This call was really long and she had trouble "finding me" as "the computers were down".
5/3/10, 1:30pm, Male person ? name. Recapped all of the above - he never could get my info to come up - waited and waited on hold - and finally told that I would need to hang up and call back again. When asked if I could speak to a Supervisor was told "No, all the supervisors are on calls so are not available". He offered to take my number and have a Supervisor call me back. Never received a call.
5/3/10, 1:45pm, James. Recapped, again, all of the above. James asked me about 2 calls on the day my order was placed. Yes, there were 2 calls. The 1st call was answered by a young man who obviously did not know what he was doing. It was taking him forever to take my information, he kept putting me on hold and I did not have the confidence to continue my order with him. I asked him to please cancel my order and he said that he would. He obviously did not. James explained that the call would have to be "pulled" to verify that I canceled that order in the same phone call, and then a shipping label could be sent. ((mind you this is all simply to have a prepaid return label to return something that was mistakenly ordered by one of your people)). I was quite certain that James told me that process would take 24-48 hours.
5/12/10, 4:10pm, Keebel. Once again explained what had happened and that all I am requesting is a pre-paid return label for the unordered machine. He explained that the call had been "pulled" but had not been completed as yet. The reason given was because "there is a backlog of so many calls to be pulled"... or something like that. But that he could put in another request. Explained to Keebel my frustration with the whole process and how poorly it is being handled! Received RA # for 2nd machine as I plan to return BOTH of them. I want nothing to do with this product or anything to do with Montel endorsed products. Asked for Supervisor - "all on calls and not available" (surprise).
5/12/10, 4:25pm, female. Explained briefly above - and that I had forgotten to ask Keebel to cancel the back-ordered Recipe Book. She insisted on hashing through the entire process that I have been thru. Explained to me that the call truly has been "pulled" and that it does take a while for that to happen. She asked if there was something she could do to make my experience better. (?besides a pre-paid return label?) I said it would be nice to speak to a Supervisor who can maybe do something about this poor process. She said she would put me through to a Supervisor. Sat on hold for a while and then the call went to an undefined Voice Mail! Really? And now I did not get my Recipe Book order canceled. (!!!)
5/12/10, 4:28pm, Carlos. Gave Carlos my name and phone number to look up my number explaining that I would like to cancel the back ordered Recipe Book. He put me on hold for several minutes. Back on the line, and tells me he canceled the Recipe Book order. Asked if there could be anything else - I asked to speak to a Supervisor - was told they are all gone home at this time.
SO - if any of my calls really ARE "pulled" you will hear the obvious frustration in my voice. Here are the fast facts:
1) A mistake was made by the young man who took the 1st call.
2) I received and was billed for two machines when I only ordered one (see #1)
3) I am simply trying to get a pre-paid return label for the machine that was mistakenly sent to me.
4) Of all the calls that were taken - none have helped
5) There is never a supervisor available
6) Not any one person had same answer to any of the questions or concerns - no standardization obviously
7) Multiple calls were very lengthy due to "computers being down"
I expect that there will be a resolution to this situation or compensation of some sort - and within a short (no more than one week) amount of time. I really and truly do not believe I have asked for too much: A prepaid return label for a machine that was mistakenly sent to me. A mistake made by one of your people.
