My Warehouse Customer Service Experience, September/Oct 2021

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. After the first email was ignored, I decided to document my experience.

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. Website Contact Form.

Summary: Automated response only, no followup.
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. 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. 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. 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. 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.
8th October 2021
First attempt
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 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 
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, 16:26:40): 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 Howard, 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 
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): howard@fox.co.nz and 021358099 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, 16:49:59): I do understand but I already informed our team for this to contact you. 
Rogelio T (08/10/2021, 16:50:41): Thanks Howard.