My Warehouse Customer Service Experience, September/Oct 2021

Customer Service Summary of The Warehouse

Start: 8th Sep 2021
As at 19 October 2021: 41 Days

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.

Simple Warranty Repair/Replace?

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.

Issue

-- I have a Toshiba 75 inch 75U7880AZ purchased from the Warehouse Botany store less than 2 years ago on 22/09/19
-- Original Order Confirmation: 13631011
-- The TV has developed a fault with a line of pixels missing horizontally and vertically.
-- It has had little use over the 2 years, being in a spare room.
-- It has also had three faults from new, the voice command system has never worked and the Wifi also does not work (connects for a few seconds then drops, so it is currently connected to a wired LAN). Built in Chromecast occasionally fails and requires a power cycle to reset.
-- I contacted the Warehouse originally over the first two faults but the TV is huge and I would struggle to get it back to the shop so decided to ignore those faults and let them know I wasn't going to bother sorting them.

Timeline of Customer Service

1. - 08 Sep 2021 - Website Contact Form.

Summary: Automated response only, no followup from a person.
Submitted an online request 8th September 2021 at 15:22.
Reference number received was 04244478 (automated email)
Automated Response: "We have received your email, please note we aim to respond to emails within 3-5 days."
No response, nothing heard since that.

2. - 14 Sep 2021 - Email to customer service.

Summary: No Response at all.
14 September 2021: Sent email to customerserviceteam@thewarehouse.co.nz with the details of my faulty product, including receipt and original order confirmation. No response to that email (checked Spam etc in case)

3. - 23 Sep 2021 - Another email to customer service.

Summary: No Response at all.
23 September 2021: Sent another email to customerserviceteam@thewarehouse.co.nz asking for someone to contact me re the issue.
No response at all.

4. - 29 Sep 2021 - 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.
Waited on Hold for a representative. Spoke to "Ocean"
Was on the call for a total of 41 minutes 25 seconds (Skype logs)
Was given a new Reference number of 04316692.
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.

5. - 8 Oct 2021 - 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 the operator cut me off before I could continue with questions. 3rd attempt was similar and no opportunity to escalate despite my requests.
8th October 2021

First attempt Summary: I put details the subject line and waited for a response. The agent disconnected me.

"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 H-----, feel free to come back on our chat if you still need assistance.

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.
Transcript

Rogelio T (08/10/2021, 15:46:00): Hi, thank you for contacting The Warehouse 
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, 16:26:40): I am in contact with Ocean who handles this but she still has not yet received any update. 
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.

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.

Rogelio T (08/10/2021, 16:31:39): Hi, thank you for contacting The Warehouse 
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, 16:49:59): I do understand but I already informed our team for this to contact you. 
Rogelio T (08/10/2021, 16:50:41): Thanks H-----.

8 - 9 Oct 2021 - No Way to Escalate? And FB message to Head of Customer Care

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 & LinkedIn message to Chief Customer Officer

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 - 19 Oct 2021 - Now 41 Days since first request

No further communications received on any platform as at this date.

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.