Revision history for WarehouseCustomerService2021
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CategoryCustomerService
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CategoryCustomerService
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-- **Original Order Number: 13631011**
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Ashwin came around 3pm and called me just before he arrived. I showed him the TV on the wall and explained the faults, he was here for just a few minutes after seeing the fault and explained that they don't usually repair screens on Warehouse TV models. He left me a work order on an A4 sheet (#64516) and asked about serial numbers etc.
He explained that he would go back and write up a report, and submit it to The Warehouse.
Someone from The Warehouse would contact me.
He explained that he would go back and write up a report, and submit it to The Warehouse.
Someone from The Warehouse would contact me.
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===7 - 15 Oct 2021 - No Response & Linkedin message to Chief Customer Officer===
===15 - Tues 26 Oct 2021 - Linkedin message from The Warehouse CCO===
10am, I received a Linkedin message reply from the customer service person I found. He gave his email address and asked me if I'd like to escalate it. Plus:
===15 - Tues 26 Oct 2021 - Linkedin message from The Warehouse CCO===
10am, I received a Linkedin message reply from the customer service person I found. He gave his email address and asked me if I'd like to escalate it. Plus:
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===15 - Tues 26 Oct 2021 - LinkedIn message from The Warehouse CCO===
10am, I received a LinkedIn message reply from the customer service person I found. He gave his email address and asked me if I'd like to escalate it. Plus:
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%%My apologies for what seems to be a truly sub-par experience, and certainly
not one our team members set out to deliver.%%
not one our team members set out to deliver.%%
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===15 - Tues 26 Oct 2021 - LinkedIn message from The Warehouse CCO===
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===14 - Tues 26 Oct 2021 - LinkedIn message from The Warehouse CCO===
10am, I received a LinkedIn message reply from the customer service person I found. He gave his email address and asked me if I'd like to escalate it. Plus:
%%My apologies for what seems to be a truly sub-par experience, and certainly not one our team members set out to deliver.%%
I sent him am email with the original order number as he requested.
10am, I received a LinkedIn message reply from the customer service person I found. He gave his email address and asked me if I'd like to escalate it. Plus:
%%My apologies for what seems to be a truly sub-par experience, and certainly not one our team members set out to deliver.%%
I sent him am email with the original order number as he requested.
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//All content below including my summaries are not to be copied, or republished without my express permission.//
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Really not sure now if this was related to the new TV work, or a previous email or call? However received an out of the blue email from Red Shed <customerserviceteam@thewarehouse.co.nz>. Do I call someone? or wait longer.
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Number of Reference numbers given: 3 (plus TV work order)
===14 - Fri 22 Oct 2021 - Random email from 'Red Shed' and 3rd Ref Number===
Really not sure now if this was related to the new TV work, or a previous email or call? However received an out of the blue email from Red Shed <customerserviceteam@thewarehouse.co.nz>
%%Hello Howard,
Thank you for your email.
Apologies for the delay.We are feel sorry for the inconvenience with the item.
Please make contact with our TV Service team:
Phone: 0800 62 33 73
Email: tvservice@installandfix.com
Please reply to this email if you would like to share additional information about your enquiry. Your reference number is 04353628.
ref:_00D2817Uao._5002yDfAiZ:ref
Kind Regards, Remya
Customer Care Specialist%%
===14 - Fri 22 Oct 2021 - Random email from 'Red Shed' and 3rd Ref Number===
Really not sure now if this was related to the new TV work, or a previous email or call? However received an out of the blue email from Red Shed <customerserviceteam@thewarehouse.co.nz>
%%Hello Howard,
Thank you for your email.
Apologies for the delay.We are feel sorry for the inconvenience with the item.
Please make contact with our TV Service team:
Phone: 0800 62 33 73
Email: tvservice@installandfix.com
Please reply to this email if you would like to share additional information about your enquiry. Your reference number is 04353628.
ref:_00D2817Uao._5002yDfAiZ:ref
Kind Regards, Remya
Customer Care Specialist%%
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===12 - Thurs 21 Oct 2021 - Progress - new TV Service Team?===
It looks like the team assigned the job now is the Teletech service agents (old iFix4u and Tisco). Some hope - received an email 10am from Teletech electronics (Mt Wellington)
%%Hi Howard,
We received a job in regard to your Toshiba TV. We were wondering if we could pick it up for further inspection. Would you be available this Friday or early next week?
Kind regards,
Matthew%%
I replied straight away that it was not a problem at all to do so.
===13 - Thurs 21 Oct 2021 (still) - Visit from the TV service agents===
Even more progress. I got a phone call (I was in a meeting when they rang, but a landline phone number search showed me an old Tisco service phone number). The person phoned back soon after and Ashwin asked if there was any chance he could come over that day as he had time free. I wasn't sure what the plan was, if he would take the TV or not (I said I could help him lift it) but timing wasn't a problem as I could likely shuffle meetings (working from home).
It looks like the team assigned the job now is the Teletech service agents (old iFix4u and Tisco). Some hope - received an email 10am from Teletech electronics (Mt Wellington)
%%Hi Howard,
We received a job in regard to your Toshiba TV. We were wondering if we could pick it up for further inspection. Would you be available this Friday or early next week?
Kind regards,
Matthew%%
I replied straight away that it was not a problem at all to do so.
===13 - Thurs 21 Oct 2021 (still) - Visit from the TV service agents===
Even more progress. I got a phone call (I was in a meeting when they rang, but a landline phone number search showed me an old Tisco service phone number). The person phoned back soon after and Ashwin asked if there was any chance he could come over that day as he had time free. I wasn't sure what the plan was, if he would take the TV or not (I said I could help him lift it) but timing wasn't a problem as I could likely shuffle meetings (working from home).
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It looks like the team assigned the job now is the Teletech service agents (old iFix4u and Tisco). Some hope - I got a phone call (I was in a meeting when he rang, but a landline phone number search showed me an old Tisco service phone number). The person phoned back soon after and the person asked me a few questions about the TV. I explained about the size etc and they said they would send someone around on Friday or Monday.
===13 - 21 Oct 2021 (still) - Visit from the TV service agents===
Even more progress, in the morning I got a call from Ashwin and he asked if there was any chance he could come over that day as he had time free. I wasn't sure what the plan was, if he would take the TV or not but timing wasn't a problem as I could likely shuffle meetings (working from home).
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I would assume this is a non-NZ generic call centre, English communications were pretty difficult (especially around my name and email address). The call was answered pretty quickly though and I was speaking with Donna who was very friendly and apologetic when I tried to explain what had happened so far.
Donna told me I would 'need to fill out a form' online. She would email it to me. I asked if she would wait until I received it, and she was fine with that. I gave her my personal and work email addresses - the email turned up in about 10 mins whilst she waited (didn't go to spam).
Received a link to the 'online warranty system' that they wanted me to fill in. Some comments.
1. it was mandatory to put in an 'Address' which is unusual for a retail purchase. I guess useful if they are planning a site visit though (are they?)
3. The site asked for a photo of the back of the TV. The TV is huge, and I don't want to take it off it's mount until I know it will be repaired/replaced. (I later realised I already had those pics from when the TV was installed)
I filled in the summary of faults, my address and some photos including original delivery docket, serial numbers, screen fault (around 2pm). Some photos I added later of the back of the panel (I realised I had those from when first installed) and the full original invoice. I received a couple of emails from Donna Cabido & Girlie Suazo thanking me for the submission and helping me add the extra photos.
Donna told me I would 'need to fill out a form' online. She would email it to me. I asked if she would wait until I received it, and she was fine with that. I gave her my personal and work email addresses - the email turned up in about 10 mins whilst she waited (didn't go to spam).
Received a link to the 'online warranty system' that they wanted me to fill in. Some comments.
1. it was mandatory to put in an 'Address' which is unusual for a retail purchase. I guess useful if they are planning a site visit though (are they?)
3. The site asked for a photo of the back of the TV. The TV is huge, and I don't want to take it off it's mount until I know it will be repaired/replaced. (I later realised I already had those pics from when the TV was installed)
I filled in the summary of faults, my address and some photos including original delivery docket, serial numbers, screen fault (around 2pm). Some photos I added later of the back of the panel (I realised I had those from when first installed) and the full original invoice. I received a couple of emails from Donna Cabido & Girlie Suazo thanking me for the submission and helping me add the extra photos.
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Donna told me I would 'need to fill out a form' online. She would email it to me. I asked if she would wait until I received it, and she was fine with that. I gave her my person and work email addresses - the email turned up in about 10 mins whilst she waited (didn't go to spam).
Received a link to the 'online warranty system' that they expected me to fill in. Some comments.
1. it was mandatory to put in an 'Address' which is unusual for a retail purchase.
3. The site asked for a photo of the back of the TV. The TV is huge, and I don't want to take it off it's mount until I know it will be repaired/replaced.
I filled in the summary of faults, my address and some photos including original delivery docket, serial numbers, screen fault (around 2pm). Some photos I added later of the back of the panel (I realised I had those from when I first installed it) and the full original invoice.
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As at 26 October 2021: **48 Days**
I filled in the summary of faults, my address and some photos including original delivery docket, serial numbers, screen fault (around 2pm). Some photos I added later of the back of the panel (I realised I had those from when I first installed it) and the full original invoice.
===12 - 21 Oct 2021 - Progress - new TV Service Team?===
It looks like the team assigned the job now is the Teletech service agents (old iFix4u and Tisco). Some hope - I got a phone call (I was in a meeting when he rang, but a landline phone number search showed me an old Tisco service phone number). The person phoned back soon after and the person asked me a few questions about the TV. I explained about the size etc and they said they would send someone around on Friday or Monday.
===13 - 21 Oct 2021 (still) - Visit from the TV service agents===
Even more progress, in the morning I got a call from Ashwin and he asked if there was any chance he could come over that day as he had time free. I wasn't sure what the plan was, if he would take the TV or not but timing wasn't a problem as I could likely shuffle meetings (working from home).
Ashwin came around 3pm and called me just before he arrived. I showed him the TV on the wall and explained the faults, he was here for just a few minutes after seeing the fault and explained that they don't usually repair screens on Warehouse TV models. He left me a work order on an A4 sheet (#64516) and asked about serial numbers etc. After explaining that someone from The Warehouse would contact me further he left.
I filled in the summary of faults, my address and some photos including original delivery docket, serial numbers, screen fault (around 2pm). Some photos I added later of the back of the panel (I realised I had those from when I first installed it) and the full original invoice.
===12 - 21 Oct 2021 - Progress - new TV Service Team?===
It looks like the team assigned the job now is the Teletech service agents (old iFix4u and Tisco). Some hope - I got a phone call (I was in a meeting when he rang, but a landline phone number search showed me an old Tisco service phone number). The person phoned back soon after and the person asked me a few questions about the TV. I explained about the size etc and they said they would send someone around on Friday or Monday.
===13 - 21 Oct 2021 (still) - Visit from the TV service agents===
Even more progress, in the morning I got a call from Ashwin and he asked if there was any chance he could come over that day as he had time free. I wasn't sure what the plan was, if he would take the TV or not but timing wasn't a problem as I could likely shuffle meetings (working from home).
Ashwin came around 3pm and called me just before he arrived. I showed him the TV on the wall and explained the faults, he was here for just a few minutes after seeing the fault and explained that they don't usually repair screens on Warehouse TV models. He left me a work order on an A4 sheet (#64516) and asked about serial numbers etc. After explaining that someone from The Warehouse would contact me further he left.
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I filled in the summary of faults, my address and some photos including original delivery docket (around 2pm).
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**Other methods of Escalation?** No way found. Denied being able to escalate in customer service (phone and chat). Looked for Senior exec contacts, complaints addresses, phone numbers (head office?), none publicly listed.
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Received an automated Text Message and email at approx 4pm. Also received a personalised email from "Donna" thanking me for sending the pics and that an "Account Manager" would contact me ASAP.
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Received a Text Message and email a approx 4pm
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Received a Text Message at 15:57;
%% 40"a to 80" In Home TV Warranty (Veon-Toshiba-JVC) job 297041 has been created
We'll contact you shortly
Call 0800 62 33 73 for assistance
Coronavirus / COVID-19 You MUST notify us if you suspect exposure within the last 14 days. Advice https://beehiive.com/cvdNZ%%
%% 40"a to 80" In Home TV Warranty (Veon-Toshiba-JVC) job 297041 has been created
We'll contact you shortly
Call 0800 62 33 73 for assistance
Coronavirus / COVID-19 You MUST notify us if you suspect exposure within the last 14 days. Advice https://beehiive.com/cvdNZ%%
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**Summary:** I searched on the web and The Warehouse group websites for ways to escalate the issue. I have worked for some pretty big companies and usually there will be some generic addresses or the email address of Board Members, senior staff or similar that can be contacted. Of course the emails will be vetted by PAs or marketing staff, but at least there will be a last resort contact. I did find the Facebook account of the Head of Customer Care at The Warehouse Group (it says this in their profile) and sent them a message on 9 Oct, but of course this is unlikely to be answered as facebook messages to non-friends aren't easily visible (for good reason). I don't have a premium LinkedIn account and all of the senior staff were 3 tiers away from my profile so un-contactable. The only email addresses are the ones I've already tried.
Decided to try the Warehouse Head Office and speak to a more senior CS person if I could. Phoned the Auckland number for head office. On hold for 27 minutes and then call was answered. I wasn't sure if I was speaking to a receptionist or customer service person (I asked this, but wasn't told). I straight away asked if I could please speak with a senior person in Customer Service. Initially I was told the person would put me though to her supervisor, and I heard a person talking to the rep and asking questions. I asked the Rep's name (Rachel) and she said they me they needed to put me though to the 'TV Service Team'. I also asked to get the TV Service team phone number in case I was cut off. (0800 623373 "The Warehouse TV Service Team"). I reluctantly agreed.
Decided to try the Warehouse Head Office and speak to a more senior CS person if I could. Phoned the Auckland number for head office. On hold for 27 minutes and then call was answered. I wasn't sure if I was speaking to a receptionist or customer service person (I asked this, but wasn't told). I straight away asked if I could please speak with a senior person in Customer Service. Initially I was told the person would put me though to her supervisor, and I heard a person talking to the rep and asking questions. I asked the Rep's name (Rachel) and she said they me they needed to put me though to the 'TV Service Team'. I also asked to get the TV Service team phone number in case I was cut off. (0800 623373 "The Warehouse TV Service Team"). I reluctantly agreed.
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Decided to try the Warehouse Head Office and speak to a more senior CS person if I could. Phone the Auckland number for head office. On hold for 27 minutes and then call was answered. I wasn't sure if I was speaking to a receptionist or customer service person (I asked this, but wasn't told). I asked if I could please speak with a senior person in Customer Service. Initially I was told the person would put me though to her supervisor, and I heard a person talking to the rep and asking questions. I asked the Rep's name (Rachel) and she said they me they needed to put me though to the 'TV Service Team'. I was sure to also get the TV Service team phone number in case I was cut off. (0800 623373 "The Warehouse TV Service Team"). I reluctantly agreed.
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===11 - 19 Oct 2021 (still) - Online Warranty Request System===
Received a link to the 'online warranty system' that they expected me to fill in. Some comments.
1. it was mandatory to put in an 'Address' which is unusual for a retail purchase.
2. The system seemed to be a 'generic TV repair' portal on a website called 'beehiive.com', and listed various models. My TV model wasn't listed (I couldn't free type a model). I chose something similar.
3. The site asked for a photo of the back of the TV. The TV is huge, and I don't want to take it off it's mount until I know it will be repaired/replaced.
I filled in the summary of faults, my address and some photos including original delivery docket (around 2pm).
%%Job requested
Install and Fix Install and FixTV Warranty (Veon-Toshiba-JVC) TV Warranty (Veon-Toshiba-JVC)
Your request has been lodged
We will review the details and be in touch shortly.
The Warehouse
If you have any queries please contact us; 0800 62 33 73 / tvservice@installandfix.com%%
Received a link to the 'online warranty system' that they expected me to fill in. Some comments.
1. it was mandatory to put in an 'Address' which is unusual for a retail purchase.
2. The system seemed to be a 'generic TV repair' portal on a website called 'beehiive.com', and listed various models. My TV model wasn't listed (I couldn't free type a model). I chose something similar.
3. The site asked for a photo of the back of the TV. The TV is huge, and I don't want to take it off it's mount until I know it will be repaired/replaced.
I filled in the summary of faults, my address and some photos including original delivery docket (around 2pm).
%%Job requested
Install and Fix Install and FixTV Warranty (Veon-Toshiba-JVC) TV Warranty (Veon-Toshiba-JVC)
Your request has been lodged
We will review the details and be in touch shortly.
The Warehouse
If you have any queries please contact us; 0800 62 33 73 / tvservice@installandfix.com%%
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**Other methods of Escalation?** No way found. Looked for Senior exec contacts, complaints addresses, phone numbers (head office?).
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**Website Customer Service Form:** One automated response with reference number, but no followup a week later.
**Emails to Customer Service:** Two, both ignored Completely.
**Phone Call to CS Team:** Long wait, then 40 Minute Call. Promise to call back, with nothing a week later. New Reference number given.
**Warehouse Online Chat:** 2 failed attempts (cut me off before I could respond) and 3rd included 40 minutes of silence. Then promised to call back in 2-4 business days (which didn't happen)
**Emails to Customer Service:** Two, both ignored Completely.
**Phone Call to CS Team:** Long wait, then 40 Minute Call. Promise to call back, with nothing a week later. New Reference number given.
**Warehouse Online Chat:** 2 failed attempts (cut me off before I could respond) and 3rd included 40 minutes of silence. Then promised to call back in 2-4 business days (which didn't happen)
Deletions:
Emails to Customer Service: Two, both ignored Completely.
Phone Call to CS Team: Long wait, then 40 Minute Call. Promise to call back, with nothing a week later. New Reference number given.
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===8 - 18 Oct 2021 - Now 40 Days since first request===
Decided to try the Warehouse Head Office and speak to a more senior CS person if I could. Phone the Auckland number for head office. On hold for 27 minutes and then call was answered. I wasn't sure if I was speaking to a receptionist or customer service person (I asked this, but wasn't told). I asked if I could please speak with a senior person in Customer Service. Initially I was told the person would put me though to her supervisor, and I heard a person talking to the rep and asking questions. I asked the Rep's name (Rachel) and she said they me they needed to put me though to the 'TV Service Team'. I was sure to also get the TV Service team phone number in case I was cut off. (0800 623373 "The Warehouse TV Service Team"). I reluctantly agreed.
===10 - 19 Oct 2021 (still) 12:49pm - Put through to TV Service Team===
I would assume this is a non-NZ generic call centre, English communications were pretty difficult (especially around my name and email address). The call was answered pretty quickly though and I was speaking with "Donna" who was very friendly and apologetic when I tried to explain what had happened so far.
Donna told me I would 'need to fill out a form' online. She would email it to me. I asked if she would wait until I received it, and she was fine with that. I gave her my person and work email addresses - the email turned up in about 10 mins whilst she waited (didn't go to spam).
Total Time on this (and the previous call) was 46 mins 6 seconds.
===10 - 19 Oct 2021 (still) - Online Warranty Request System===
Decided to try the Warehouse Head Office and speak to a more senior CS person if I could. Phone the Auckland number for head office. On hold for 27 minutes and then call was answered. I wasn't sure if I was speaking to a receptionist or customer service person (I asked this, but wasn't told). I asked if I could please speak with a senior person in Customer Service. Initially I was told the person would put me though to her supervisor, and I heard a person talking to the rep and asking questions. I asked the Rep's name (Rachel) and she said they me they needed to put me though to the 'TV Service Team'. I was sure to also get the TV Service team phone number in case I was cut off. (0800 623373 "The Warehouse TV Service Team"). I reluctantly agreed.
===10 - 19 Oct 2021 (still) 12:49pm - Put through to TV Service Team===
I would assume this is a non-NZ generic call centre, English communications were pretty difficult (especially around my name and email address). The call was answered pretty quickly though and I was speaking with "Donna" who was very friendly and apologetic when I tried to explain what had happened so far.
Donna told me I would 'need to fill out a form' online. She would email it to me. I asked if she would wait until I received it, and she was fine with that. I gave her my person and work email addresses - the email turned up in about 10 mins whilst she waited (didn't go to spam).
Total Time on this (and the previous call) was 46 mins 6 seconds.
===10 - 19 Oct 2021 (still) - Online Warranty Request System===
Deletions:
On hold for 27 minutes and then call was answered. I wasn't sure if I was speaking to a receptionist or customer service person (I asked this, but wasn't told). I asked if I could speak with a senior person in Customer Service. Initially I was told the person would put me though, and I heard a person talking to the rep and asking questions. However the person told me they needed to put me though to the 'TV Service Team'
0800 623373. The Warehouse TV Service Team.
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-- Serial Number 0000a4e6156f766a
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On hold for 27 minutes and then call was answered. I wasn't sure if I was speaking to a receptionist or customer service person (I asked this, but wasn't told). I asked if I could speak with a senior person in Customer Service. Initially I was told the person would put me though, and I heard a person talking to the rep and asking questions. However the person told me they needed to put me though to the 'TV Service Team'
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===9 - 19 Oct 2021 - Phoned the Warehouse main number 09 4865895===
On hold for 27 minutes and then call was answered. I wasn't wure Iif I was speaking to a receiptionist or customer service person (I asked this, but wasn't told). I asked if I could speak with a senior person in Customer Service.
0800 623373. The Warehouse TV Service Team.
On hold for 27 minutes and then call was answered. I wasn't wure Iif I was speaking to a receiptionist or customer service person (I asked this, but wasn't told). I asked if I could speak with a senior person in Customer Service.
0800 623373. The Warehouse TV Service Team.
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Website Customer Service Form: One automated response with reference number, but no followup a week later.
Phone Call to CS Team: Long wait, then 40 Minute Call. Promise to call back, with nothing a week later. New Reference number given.
Phone Call to CS Team: Long wait, then 40 Minute Call. Promise to call back, with nothing a week later. New Reference number given.
Deletions:
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=====Customer Service Summary of The Warehouse=====
Website Customer Service Form: One automated response with no followup.
Emails to Customer Service: Two, both ignored Completely.
Website Customer Service Form: One automated response with no followup.
Emails to Customer Service: Two, both ignored Completely.
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=====Customer Service Time Elapsed so far without resolution=====
Start: 8th Sep 2021
As at 19 October 2021: **41 Days**
===8 - 19 Oct 2021 - Now 41 Days since first request===
No further communications received on any platform as at this date.
Start: 8th Sep 2021
As at 19 October 2021: **41 Days**
===8 - 19 Oct 2021 - Now 41 Days since first request===
No further communications received on any platform as at this date.
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===8 - 9 Oct 2021 - No Way to Escalate? And FB message to Head of Customer Care ===
===7 - 15 Oct 2021 - No Response & LinkedIn message to Chief Customer Officer===
===7 - 15 Oct 2021 - No Response & LinkedIn message to Chief Customer Officer===
Deletions:
===7 - 15 Oct 2021 - No Response ===
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**2nd Attempt: Summary:** 40 minutes of complete silence after first response?? Then a response to say 'still checking'. No wait for my further response before disconnecting me again.
===8 - 9 Oct 2021 - No Way to Escalate? ===
**Summary:** I searched on the web and The Warehouse group websites for ways to escalate the issue. I have worked for some pretty big companies and usually there will be some generic addresses or the email address of Board Members, senior staff or similar that can be contacted. Of course the emails will be vetted by PAs or marketing staff, but at least there will be a last resort contact. I did find the Facebook account of the Head of Customer Care at The Warehouse Group (it says this in their profile) and sent them a message on 9 Oct, but of course this is unlikely to be answered as facebook messages to non-friends aren't easily visible (for good reason). I don't have a premium LinkedIn account and all of the senior staff were 3 tiers away from my profile so uncontactable. The only email addresses are the ones I've already tried.
===7 - 15 Oct 2021 - No Response ===
**Summary:** It has now been 7 days after my recent promise of a 2-4 day response and 37 days since my initial warranty claim. I did today find that the Chief Customer Officer | Chief Marketing Officer, although 3 tiers away from my LinkedIn account has an open profile, so have sent him a message.
===8 - 9 Oct 2021 - No Way to Escalate? ===
**Summary:** I searched on the web and The Warehouse group websites for ways to escalate the issue. I have worked for some pretty big companies and usually there will be some generic addresses or the email address of Board Members, senior staff or similar that can be contacted. Of course the emails will be vetted by PAs or marketing staff, but at least there will be a last resort contact. I did find the Facebook account of the Head of Customer Care at The Warehouse Group (it says this in their profile) and sent them a message on 9 Oct, but of course this is unlikely to be answered as facebook messages to non-friends aren't easily visible (for good reason). I don't have a premium LinkedIn account and all of the senior staff were 3 tiers away from my profile so uncontactable. The only email addresses are the ones I've already tried.
===7 - 15 Oct 2021 - No Response ===
**Summary:** It has now been 7 days after my recent promise of a 2-4 day response and 37 days since my initial warranty claim. I did today find that the Chief Customer Officer | Chief Marketing Officer, although 3 tiers away from my LinkedIn account has an open profile, so have sent him a message.
Deletions:
===6. - 15 Oct 2021 - No Reponse ===
**Summary:** It has now been 7 days after my recent promise of a 2-4 day response and 37 days since my initial warranty claim.
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===6. - 15 Oct 2021 - No Reponse ===
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Rogelio T (08/10/2021, 15:44:00): Thanks for your time H-----, feel free to come back on our chat if you still need assistance. %%
H----- (08/10/2021, 15:46:15): Hi, you closed the chat last time?
H----- (08/10/2021, 15:46:50): Did you see the subject line I typed?
H----- (08/10/2021, 15:50:12): Hello? I'm trying chat because email and a phone call haven't proven that helpful. Is Chat the same?
Rogelio T (08/10/2021, 15:54:25): I am sorry about the disconnection H-----. Let me check this. How may I help you today?
H----- (08/10/2021, 15:56:18): Over the last month I've sent emails and had a 40min phone conversation to repair/replace my Toshiba TV. My last phone call was 29th Sep at 12:30pm. I was given a reference of 04316692 (my second reference number). I just want my TV replaced or fixed.
H----- (08/10/2021, 15:56:57): on the 29th, I was told someone would call me within 48 hours.
H----- (08/10/2021, 16:04:47): Hello? Can you let me know of a more senior customer service person to deal with if you can't please?
H----- (08/10/2021, 16:15:37): Ref: 30 minutes gone.
H----- (08/10/2021, 16:25:25): Ref: 40 mins gone.
Rogelio T (08/10/2021, 16:25:35): I am still checking with our team here H-----.
Rogelio T (08/10/2021, 16:30:13): Thanks for your time H-----, feel free to come back on our chat if you still need assistance.
H----- (08/10/2021, 16:31:54): Hi, you ended my chat again after 40 minutes of having me wait.
H----- (08/10/2021, 16:33:16): It has taken 1 month, 2 emails, a 40 minute phone call and a 40 minute chat so far to resolve my faulty TV
H----- (08/10/2021, 16:34:17): I am happy to take a replacement similar model from your stock, or a refund to meet your CGA obligations. I think 1 month is a less than respectable timeframe.
Rogelio T (08/10/2021, 16:40:10): I apologise if this takes too long H-----s. Could you please provide your contact details?
H----- (08/10/2021, 16:40:49): * * * * and * * * * if you'd like to call.
Rogelio T (08/10/2021, 16:44:53): We will contact you in within 2-4 business days for this H-----.
H----- (08/10/2021, 16:45:30): Thanks, but please understand that I'm not holding my breath.
H----- (08/10/2021, 16:46:03): This is probably the worst customer service experience I've had of my life.
H----- (08/10/2021, 16:46:30): And is causing a huge amount of stress.
H----- (08/10/2021, 16:48:13): Can you please let me know who in your customer service team I should escalate feedback to? I'm sure they would appreciate the chance to improve.
Rogelio T (08/10/2021, 16:50:41): Thanks H-----.
H----- (08/10/2021, 15:46:15): Hi, you closed the chat last time?
H----- (08/10/2021, 15:46:50): Did you see the subject line I typed?
H----- (08/10/2021, 15:50:12): Hello? I'm trying chat because email and a phone call haven't proven that helpful. Is Chat the same?
Rogelio T (08/10/2021, 15:54:25): I am sorry about the disconnection H-----. Let me check this. How may I help you today?
H----- (08/10/2021, 15:56:18): Over the last month I've sent emails and had a 40min phone conversation to repair/replace my Toshiba TV. My last phone call was 29th Sep at 12:30pm. I was given a reference of 04316692 (my second reference number). I just want my TV replaced or fixed.
H----- (08/10/2021, 15:56:57): on the 29th, I was told someone would call me within 48 hours.
H----- (08/10/2021, 16:04:47): Hello? Can you let me know of a more senior customer service person to deal with if you can't please?
H----- (08/10/2021, 16:15:37): Ref: 30 minutes gone.
H----- (08/10/2021, 16:25:25): Ref: 40 mins gone.
Rogelio T (08/10/2021, 16:25:35): I am still checking with our team here H-----.
Rogelio T (08/10/2021, 16:30:13): Thanks for your time H-----, feel free to come back on our chat if you still need assistance.
H----- (08/10/2021, 16:31:54): Hi, you ended my chat again after 40 minutes of having me wait.
H----- (08/10/2021, 16:33:16): It has taken 1 month, 2 emails, a 40 minute phone call and a 40 minute chat so far to resolve my faulty TV
H----- (08/10/2021, 16:34:17): I am happy to take a replacement similar model from your stock, or a refund to meet your CGA obligations. I think 1 month is a less than respectable timeframe.
Rogelio T (08/10/2021, 16:40:10): I apologise if this takes too long H-----s. Could you please provide your contact details?
H----- (08/10/2021, 16:40:49): * * * * and * * * * if you'd like to call.
Rogelio T (08/10/2021, 16:44:53): We will contact you in within 2-4 business days for this H-----.
H----- (08/10/2021, 16:45:30): Thanks, but please understand that I'm not holding my breath.
H----- (08/10/2021, 16:46:03): This is probably the worst customer service experience I've had of my life.
H----- (08/10/2021, 16:46:30): And is causing a huge amount of stress.
H----- (08/10/2021, 16:48:13): Can you please let me know who in your customer service team I should escalate feedback to? I'm sure they would appreciate the chance to improve.
Rogelio T (08/10/2021, 16:50:41): Thanks H-----.
Deletions:
Howard (08/10/2021, 15:46:15): Hi, you closed the chat last time?
Howard (08/10/2021, 15:46:50): Did you see the subject line I typed?
Howard (08/10/2021, 15:50:12): Hello? I'm trying chat because email and a phone call haven't proven that helpful. Is Chat the same?
Rogelio T (08/10/2021, 15:54:25): I am sorry about the disconnection Howard. Let me check this. How may I help you today?
Howard (08/10/2021, 15:56:18): Over the last month I've sent emails and had a 40min phone conversation to repair/replace my Toshiba TV. My last phone call was 29th Sep at 12:30pm. I was given a reference of 04316692 (my second reference number). I just want my TV replaced or fixed.
Howard (08/10/2021, 15:56:57): on the 29th, I was told someone would call me within 48 hours.
Howard (08/10/2021, 16:04:47): Hello? Can you let me know of a more senior customer service person to deal with if you can't please?
Howard (08/10/2021, 16:15:37): Ref: 30 minutes gone.
Howard (08/10/2021, 16:25:25): Ref: 40 mins gone.
Rogelio T (08/10/2021, 16:25:35): I am still checking with our team here Howard.
Rogelio T (08/10/2021, 16:30:13): Thanks for your time Howard, feel free to come back on our chat if you still need assistance.
Howard (08/10/2021, 16:31:54): Hi, you ended my chat again after 40 minutes of having me wait.
Howard (08/10/2021, 16:33:16): It has taken 1 month, 2 emails, a 40 minute phone call and a 40 minute chat so far to resolve my faulty TV
Howard (08/10/2021, 16:34:17): I am happy to take a replacement similar model from your stock, or a refund to meet your CGA obligations. I think 1 month is a less than respectable timeframe.
Rogelio T (08/10/2021, 16:40:10): I apologise if this takes too long Howards. Could you please provide your contact details?
Howard (08/10/2021, 16:40:49): * * * * and * * * * if you'd like to call.
Rogelio T (08/10/2021, 16:44:53): We will contact you in within 2-4 business days for this Howard.
Howard (08/10/2021, 16:45:30): Thanks, but please understand that I'm not holding my breath.
Howard (08/10/2021, 16:46:03): This is probably the worst customer service experience I've had of my life.
Howard (08/10/2021, 16:46:30): And is causing a huge amount of stress.
Howard (08/10/2021, 16:48:13): Can you please let me know who in your customer service team I should escalate feedback to? I'm sure they would appreciate the chance to improve.
Rogelio T (08/10/2021, 16:50:41): Thanks Howard.
No Differences
Additions:
**Summary:** //Automated response only, no followup from a person.//
**Summary: ** //No Response at all.//
**Summary:** //No Response at all.//
**Summary:** //A wait for a long conversation, then a promise to call me back (which did not occur)//
**Summary:** //Failed first attempt. Second attempt, a welcome then 40 mins of silence before any further communications. Then the operator cut me off before I could continue with questions. 3rd attempt was similar and no opportunity to escalate despite my requests.//
**Summary: ** //No Response at all.//
**Summary:** //No Response at all.//
**Summary:** //A wait for a long conversation, then a promise to call me back (which did not occur)//
**Summary:** //Failed first attempt. Second attempt, a welcome then 40 mins of silence before any further communications. Then the operator cut me off before I could continue with questions. 3rd attempt was similar and no opportunity to escalate despite my requests.//
Deletions:
Summary: No Response at all.
Summary: No Response at all.
**Summary:** A wait for a long conversation, then a promise to call me back (which did not occur).
**Summary:** Failed first attempt. Second attempt, a welcome then 40 mins of silence before any further communications. Then the operator cut me off before I could continue with questions. 3rd attempt was similar and no opportunity to escalate.
No Differences
Additions:
====1. - 08 Sep 2021 - Website Contact Form. ====
===2. - 14 Sep 2021 - Email to customer service. ===
===3. - 23 Sep 2021 - Another email to customer service. ===
===4. - 29 Sep 2021 - Phone Call to Customer Service. ===
===5. - 8 Oct 2021 - Used the Warehouse Chat at help.thewarehouse.co.nz. ===
===5. - 15 Oct 2021 - No Reponse ===
**Summary:** It has now been 7 days after my recent promise of a 2-4 day response and 37 days since my initial warranty claim.
===2. - 14 Sep 2021 - Email to customer service. ===
===3. - 23 Sep 2021 - Another email to customer service. ===
===4. - 29 Sep 2021 - Phone Call to Customer Service. ===
===5. - 8 Oct 2021 - Used the Warehouse Chat at help.thewarehouse.co.nz. ===
===5. - 15 Oct 2021 - No Reponse ===
**Summary:** It has now been 7 days after my recent promise of a 2-4 day response and 37 days since my initial warranty claim.
Deletions:
===2. Email to customer service. ===
===3. Another email to customer service. ===
===4. Phone Call to Customer Service. ===
===5. Used the Warehouse Chat at help.thewarehouse.co.nz. ===
No Differences
Additions:
**3rd Attempt Summary:** I requested to get someone more senior that I could escalate the issue after one month. Was asked for my contact details (which would have been on every previous support call/email/message) Told someone would contact me in 2-4 days, but no escalation options.
Deletions:
No Differences
Additions:
**First attempt Summary:** I put details the subject line and waited for a response. The agent disconnected me.
**2nd Attempt: Summary:** 40 minutes of silence after first response then a response to say 'still checking'. No wait for my further response.
**3rd Attempt: Summary:** I requested to get someone more senior that I could escalate the issue after one month. Was asked for my contact details (which would have been on every previous support call/email/message) Told someone would contact me in 2-4 days, but no escalation options.
**2nd Attempt: Summary:** 40 minutes of silence after first response then a response to say 'still checking'. No wait for my further response.
**3rd Attempt: Summary:** I requested to get someone more senior that I could escalate the issue after one month. Was asked for my contact details (which would have been on every previous support call/email/message) Told someone would contact me in 2-4 days, but no escalation options.
Deletions:
I put details the subject line and waited for a response. The agent disconnected me.
**2nd Attempt:**
Summary: 40 minutes of silence after first response then a response to say 'still checking'. No wait for my further response.
**3rd Attempt:**
**Summary:** I requested to get someone more senior that I could escalate the issue after one month. Was asked for my contact details (which would have been on every previous support call/email/message) Told someone would contact me in 2-4 days, but no escalation options.
No Differences
Additions:
Howard (08/10/2021, 16:40:49): * * * * and * * * * if you'd like to call.
Deletions:
No Differences
Additions:
I assumed this would be a simple warranty repair/replace for a large organisation. I have had very few issues with purchases from the Warehouse before, but they have always sorted issues on the spot. However, this time, after the website form and then first email was ignored, I decided to note down the customer service process so I could refer back to it if asked.
Deletions:
No Differences
Additions:
**Summary:** Failed first attempt. Second attempt, a welcome then 40 mins of silence before any further communications. Then the operator cut me off before I could continue with questions. 3rd attempt was similar and no opportunity to escalate.
Deletions:
No Differences
Additions:
I assumed this would be a simple warranty repair/replace for a large organisation. I have had very few issues with purchases from the Warehouse before, but they have always sorted issues on the spot. However, this time, after the website form and then first email was ignored, I decided to document my experience.
Deletions:
No Differences
Additions:
====1. Website Contact Form. ====
===2. Email to customer service. ===
===3. Another email to customer service. ===
===4. Phone Call to Customer Service. ===
===5. Used the Warehouse Chat at help.thewarehouse.co.nz. ===
===2. Email to customer service. ===
===3. Another email to customer service. ===
===4. Phone Call to Customer Service. ===
===5. Used the Warehouse Chat at help.thewarehouse.co.nz. ===
Deletions:
===Email to customer service. ===
=== Another email to customer service. ===
=== Phone Call to Customer Service. ===
=== Used the Warehouse Chat at help.thewarehouse.co.nz. ===
No Differences
Additions:
**Summary:** I requested to get someone more senior that I could escalate the issue after one month. Was asked for my contact details (which would have been on every previous support call/email/message) Told someone would contact me in 2-4 days, but no escalation options.
No Differences
Additions:
**Summary:** Automated response only, no followup.
Submitted an online request 8th September 2021 at 15:22.
Reference number received was 04244478 (automated email)
===Email to customer service. ===
=== Another email to customer service. ===
No response at all.
=== Phone Call to Customer Service. ===
**Summary:** A wait for a long conversation, then a promise to call me back (which did not occur).
Called 0800 733 665 Customer service 29th Sep 2021 12:30pm.
Was on the call for a total of 41 minutes 25 seconds (Skype logs)
I was promised that within 48 hours the warehouse would come up with a solution to repair or replace and call me back. Nothing heard since.
=== Used the Warehouse Chat at help.thewarehouse.co.nz. ===
Summary: Failed first attempt. Second attempt, a welcome then 40 mins of silence before any further communications. Then cut me off before I could continue. 3rd attempt was we will contact you within 2-4 days.
**First attempt**
%%"Rogelio T (08/10/2021, 15:41:18): Hi, thank you for contacting The Warehouse
Rogelio T (08/10/2021, 15:44:00): Thanks for your time Howard, feel free to come back on our chat if you still need assistance. %%
**2nd Attempt:**
Summary: 40 minutes of silence after first response then a response to say 'still checking'. No wait for my further response.
**Transcript**
%%Rogelio T (08/10/2021, 15:46:00): Hi, thank you for contacting The Warehouse
%%
**3rd Attempt:**
%%
%%
Submitted an online request 8th September 2021 at 15:22.
Reference number received was 04244478 (automated email)
===Email to customer service. ===
=== Another email to customer service. ===
No response at all.
=== Phone Call to Customer Service. ===
**Summary:** A wait for a long conversation, then a promise to call me back (which did not occur).
Called 0800 733 665 Customer service 29th Sep 2021 12:30pm.
Was on the call for a total of 41 minutes 25 seconds (Skype logs)
I was promised that within 48 hours the warehouse would come up with a solution to repair or replace and call me back. Nothing heard since.
=== Used the Warehouse Chat at help.thewarehouse.co.nz. ===
Summary: Failed first attempt. Second attempt, a welcome then 40 mins of silence before any further communications. Then cut me off before I could continue. 3rd attempt was we will contact you within 2-4 days.
**First attempt**
%%"Rogelio T (08/10/2021, 15:41:18): Hi, thank you for contacting The Warehouse
Rogelio T (08/10/2021, 15:44:00): Thanks for your time Howard, feel free to come back on our chat if you still need assistance. %%
**2nd Attempt:**
Summary: 40 minutes of silence after first response then a response to say 'still checking'. No wait for my further response.
**Transcript**
%%Rogelio T (08/10/2021, 15:46:00): Hi, thank you for contacting The Warehouse
%%
**3rd Attempt:**
%%
%%
Deletions:
8 September 2021: Submitted an online request 8th September 2021 at 15:22.
Reference number received was 04244478 (automatic email)
Email to customer service.
Another email to customer service.
No response.
Phone Call to Customer Service.
Summary: A wait for a long conversation, then a promise to call me back (which did not occur).
29th September 2021: Called 0800 733 665 Customer service 29th Sep 2021 12:30pm.
Was on the call for a total of 41 minutes 25 seconds.
I was promised that within 48 hours the warehouse would come up with a solution to repair or replace my faulty TV and call me back. Nothing heard since.
Used the Warehouse Chat at help.thewarehouse.co.nz.
Summary: A response to welcome me, then 40 mins of silence before any further communications.
First attempt:
"Rogelio T (08/10/2021, 15:41:18): Hi, thank you for contacting The Warehouse
Rogelio T (08/10/2021, 15:44:00): Thanks for your time Howard, feel free to come back on our chat if you still need assistance.
2nd Attempt: Transcript below. 40 minutes of silence after first response then a response to say 'still checking'.
Rogelio T (08/10/2021, 15:46:00): Hi, thank you for contacting The Warehouse
3rd Attempt:
No Differences