{"id":573,"date":"2008-07-08T10:29:52","date_gmt":"2008-07-08T14:29:52","guid":{"rendered":"http:\/\/www.citizennetmom.com\/?p=573"},"modified":"2008-07-08T18:01:13","modified_gmt":"2008-07-08T22:01:13","slug":"customer-disservice-rant","status":"publish","type":"post","link":"https:\/\/www.citizennetmom.com\/?p=573","title":{"rendered":"Customer DISservice Rant"},"content":{"rendered":"<p><img decoding=\"async\" align=\"right\" alt=\"\" src=\"http:\/\/huskypowerwasher.com\/productphotos\/shopforthe1650.jpg\" \/>I&#8217;ve owned a Husky Powerwasher for a few years, and I really like it.&nbsp; It can be set gentle enough for the car, or tough enough to clean mildew stains off my sidewalk.&nbsp; Unfortunately, just about the time i really needed it to clean some of the engine parts from Beta&#8217;s vehicle that we&#8217;re rebuilding, it failed me.<\/p>\n<p>I must have let it freeze with water still in the pump, because the manifold assembly is cracked.&nbsp; After weighing the cost of the replacement part against the cost of a new power washer, the replacement part won.&nbsp; It&#8217;s not that hard to take apart and put back together.&nbsp; So on June 26, I ordered one.&nbsp; Expected to have it by July 3 or so, since it&#8217;s just coming from Illinois via UPS.<\/p>\n<p>After almost two weeks, the order tracking system on HuskyPowerWasher.com still says &quot;billing information received.&quot;&nbsp; Unfortunately, their website doesn&#8217;t have any contact phone numbers, just a &quot;live chat&quot; that is sporadically manned.&nbsp; Yes, they have posted hours, but it&#8217;s been my experience over these two weeks that they don&#8217;t monitor the chats anywhere near the posted hours of operation.<\/p>\n<p>Here&#8217;s the transcript:<br \/>\n<meta http-equiv=\"Content-Type\" content=\"text\/html; charset=utf-8\" \/><br \/>\n<meta name=\"ProgId\" content=\"Word.Document\" \/><\/p>\n<p><span class=\"infotext\"><\/span><span style=\"color: green;\">Please wait for a site operator to respond.<\/span> <\/p>\n<blockquote>\n<p class=\"MsoNormal\"> <strong><span style=\"color: red;\"><!--[if gte vml 1]><v :shapetype id=\"_x0000_t75\"<br \/>\ncoordsize=\"21600,21600\" o:spt=\"75\" o:preferrelative=\"t\" path=\"m@4@5l@4@11@9@11@9@5xe\"<br \/>\nfilled=\"f\" stroked=\"f\"><br \/>\n<v :stroke joinstyle=\"miter\" \/><br \/>\n<v :formulas><br \/>\n<v :f eqn=\"if lineDrawn pixelLineWidth 0\" \/><br \/>\n<v :f eqn=\"sum @0 1 0\" \/><br \/>\n<v :f eqn=\"sum 0 0 @1\" \/><br \/>\n<v :f eqn=\"prod @2 1 2\" \/><br \/>\n<v :f eqn=\"prod @3 21600 pixelWidth\" \/><br \/>\n<v :f eqn=\"prod @3 21600 pixelHeight\" \/><br \/>\n<v :f eqn=\"sum @0 0 1\" \/><br \/>\n<v :f eqn=\"prod @6 1 2\" \/><br \/>\n<v :f eqn=\"prod @7 21600 pixelWidth\" \/><br \/>\n<v :f eqn=\"sum @8 21600 0\" \/><br \/>\n<v :f eqn=\"prod @7 21600 pixelHeight\" \/><br \/>\n<v :f eqn=\"sum @10 21600 0\" \/><br \/>\n<\/v><br \/>\n<v :path o:extrusionok=\"f\" gradientshapeok=\"t\" o:connecttype=\"rect\" \/><br \/>\n<o :lock v:ext=\"edit\" aspectratio=\"t\" \/><br \/>\n<v :shape id=\"_x0000_i1025\" type=\"#_x0000_t75\" alt=\"Chat Information\"<br \/>\nstyle='width:3.75pt;height:7.5pt'><br \/>\n<v :imagedata src=\"file:\/\/\/C:\\DOCUME~1\\Angi\\LOCALS~1\\Temp\\msohtml1\\01\\clip_image001.gif\"<br \/>\no:href=\"https:\/\/server.iad.liveperson.net\/hcp\/chatinfo\/chatinfo.gif\" \/><br \/>\n< ![endif]--><!--[if !vml]--><img decoding=\"async\" loading=\"lazy\" width=\"5\" height=\"10\" src=\"file:\/\/\/C:\/DOCUME~1\/Angi\/LOCALS~1\/Temp\/msohtml1\/01\/clip_image001.gif\" alt=\"Chat Information\" v:shapes=\"_x0000_i1025\" \/><!--[endif]--><\/span><\/strong><span class=\"infotext\"><\/span><span style=\"color: green;\">You are now chatting with &#8216;Adolphe&#8217;<\/span><br \/> <span class=\"operatorname\"><strong><span style=\"color: blue;\">Adolphe: <\/span><\/strong><\/span><span class=\"operatortext\"><\/span><span style=\"color: black;\">Hi. &nbsp;How may I assist you today?<\/span><br \/> <span class=\"visitorname\"><strong><span style=\"color: blue;\">Netmom: <\/span><\/strong><\/span><span class=\"visitortext\"><\/span><span style=\"color: red;\">I placed an order for Part Number: 7000174 Description: Manifold Assembly on June 26, and the payment cleared on June 27. The order tracking still says &quot;billing information received&quot; after almost two weeks! When can I expect this part to ship? <\/span><br \/> <span class=\"operatorname\"><strong><span style=\"color: blue;\">Adolphe: <\/span><\/strong><\/span><span class=\"operatortext\"><\/span><span style=\"color: black;\">full name please and phone number<\/span><br \/> <span class=\"visitorname\"><strong><span style=\"color: blue;\">Netmom: <\/span><\/strong><\/span><span class=\"visitortext\"><\/span><span style=\"color: red;\">[<em style=\"\">my name and phone number<\/em>]<\/span><br \/> <span class=\"operatorname\"><strong><span style=\"color: blue;\">Adolphe: <\/span><\/strong><\/span><span class=\"operatortext\"><\/span><span style=\"color: black;\">ma&#8217;am sometime UPS delay things like that. I will ask you to contact us monday in case you don&#8217;t receive it<\/span><br \/> <span class=\"operatorname\"><strong><span style=\"color: blue;\">Adolphe: <\/span><\/strong><\/span><span class=\"operatortext\"><\/span><span style=\"color: black;\">it was shipped on june 30<\/span><br \/> <span class=\"visitorname\"><strong><span style=\"color: blue;\">Netmom: <\/span><\/strong><\/span><span class=\"visitortext\"><\/span><span style=\"color: red;\">Can you provide me with a tracking number?<\/span><br \/> <span class=\"operatorname\"><strong><span style=\"color: blue;\">Adolphe: <\/span><\/strong><\/span><span class=\"operatortext\"><\/span><span style=\"color: black;\">Tracking Number: [1Z &hellip;] <\/span><br \/> <span class=\"visitorname\"><strong><span style=\"color: blue;\">Netmom: <\/span><\/strong><\/span><span class=\"visitortext\"><\/span><span style=\"color: red;\">Thank you.<\/span><br \/> <span class=\"visitorname\"><strong><span style=\"color: blue;\">Netmom: <\/span><\/strong><\/span><span class=\"visitortext\"><\/span><span style=\"color: red;\">UPS says that the billing information has been sent to UPS, but the package has not been shipped.<\/span><br \/> <span class=\"operatorname\"><strong><span style=\"color: blue;\">Adolphe: <\/span><\/strong><\/span><span class=\"operatortext\"><\/span><span style=\"color: black;\">Billing information has been sent to UPS. Check site later for updated shipment status or contact shipper for more details. <\/span><br \/> <span class=\"operatorname\"><strong><span style=\"color: blue;\">Adolphe: <\/span><\/strong><\/span><span class=\"operatortext\"><\/span><span style=\"color: black;\">&nbsp; &nbsp;<\/span><br \/> <span class=\"operatorname\"><strong><span style=\"color: blue;\">Adolphe: <\/span><\/strong><\/span><span class=\"operatortext\"><\/span><span style=\"color: black;\">Tracking Number: &nbsp;[1Z &hellip;] &nbsp; &nbsp; <\/span><br \/> <span class=\"operatorname\"><strong><span style=\"color: blue;\">Adolphe: <\/span><\/strong><\/span><span class=\"operatortext\"><\/span><span style=\"color: black;\">Type: &nbsp;Package &nbsp; &nbsp; <\/span><br \/> <span class=\"operatorname\"><strong><span style=\"color: blue;\">Adolphe: <\/span><\/strong><\/span><span class=\"operatortext\"><\/span><span style=\"color: black;\">Status: &nbsp;Billing Information Received &nbsp; &nbsp;<\/span><br \/> <span class=\"operatorname\"><strong><span style=\"color: blue;\">Adolphe: <\/span><\/strong><\/span><span class=\"operatortext\"><\/span><span style=\"color: black;\">Shipped To: &nbsp;<st1 w:st=\"on\" :place=\"\"><\/st1><st1 w:st=\"on\" :city=\"\">OAK RIDGE<\/st1>, <st1 w:st=\"on\" :state=\"\">TN<\/st1>,   &nbsp; &nbsp;<\/span><br \/> <span class=\"operatorname\"><strong><span style=\"color: blue;\">Adolphe: <\/span><\/strong><\/span><span class=\"operatortext\"><\/span><span style=\"color: black;\">Shipped\/Billed On: &nbsp;06\/30\/2008 &nbsp; &nbsp;<\/span><br \/> <span class=\"operatorname\"><strong><span style=\"color: blue;\">Adolphe: <\/span><\/strong><\/span><span class=\"operatortext\"><\/span><span style=\"color: black;\">Service: &nbsp;GROUND &nbsp; &nbsp;<\/span><br \/> <span class=\"operatorname\"><strong><span style=\"color: blue;\">Adolphe: <\/span><\/strong><\/span><span class=\"operatortext\"><\/span><span style=\"color: black;\">Weight: &nbsp;1.00 Lb &nbsp;<\/span><br \/> <span class=\"visitorname\"><strong><span style=\"color: blue;\">Netmom: <\/span><\/strong><\/span><span class=\"visitortext\"><\/span><span style=\"color: red;\">Yeah, that&#8217;s what it says. &quot;Billing information received&quot; means that they&#8217;re expecting the package, but it hasn&#8217;t actually left your facility yet. Is there a phone number where I can speak with a supervisor?<\/span><br \/> <span class=\"operatorname\"><strong><span style=\"color: blue;\">Adolphe: <\/span><\/strong><\/span><span class=\"operatortext\"><\/span><span style=\"color: black;\">ma&#8217;am just wait till monday.allow 10 to 14 business days for delivery<\/span><br \/> <span class=\"visitorname\"><strong><span style=\"color: blue;\">Netmom: <\/span><\/strong><\/span><span class=\"visitortext\"><\/span><span style=\"color: red;\">I cannot do that.<\/span><br \/> <span class=\"operatorname\"><strong><span style=\"color: blue;\">Adolphe: <\/span><\/strong><\/span><span class=\"operatortext\"><\/span><span style=\"color: black;\">8473481547<\/span><br \/> <span class=\"operatorname\"><strong><span style=\"color: blue;\">Adolphe: <\/span><\/strong><\/span><span class=\"operatortext\"><\/span><span style=\"color: black;\">is there anything i can do for you today?<\/span><br \/> <span class=\"visitorname\"><strong><span style=\"color: blue;\">Netmom: <\/span><\/strong><\/span><span class=\"visitortext\"><\/span><span style=\"color: red;\">No one is answering at that number. Is there a number directly to a supervisor or manager?<\/span><br \/> <span class=\"operatorname\"><strong><span style=\"color: blue;\">Adolphe: <\/span><\/strong><\/span><span class=\"operatortext\"><\/span><span style=\"color: black;\">that&#8217;s it<\/span><br \/> <span class=\"operatorname\"><strong><span style=\"color: blue;\">Jacky: <\/span><\/strong><\/span><span class=\"operatortext\"><\/span><span style=\"color: black;\">That is the manager&#8217;s number<\/span><br \/> <span class=\"operatorname\"><strong><span style=\"color: blue;\">Jacky: <\/span><\/strong><\/span><span class=\"operatortext\"><\/span><span style=\"color: black;\">customer service number is 630 789 7601<\/span><br \/> <span class=\"visitorname\"><strong><span style=\"color: blue;\">Netmom: <\/span><\/strong><\/span><span class=\"visitortext\"><\/span><span style=\"color: red;\">The recording says &quot;you have reached the sales department.&quot;<\/span><br \/> <span class=\"visitorname\"><strong><span style=\"color: blue;\">Netmom: <\/span><\/strong><\/span><span class=\"visitortext\"><\/span><span style=\"color: red;\">Is there any phone number where I can get a live human being to help me?<\/span><br \/> <span class=\"operatorname\"><strong><span style=\"color: blue;\">Jacky: <\/span><\/strong><\/span><span class=\"operatortext\"><\/span><span style=\"color: black;\">We have a high volume of incoming calls, your patience is appreciated<\/span><br \/> <span class=\"operatorname\"><strong><span style=\"color: blue;\">Jacky: <\/span><\/strong><\/span><span class=\"operatortext\"><\/span><span style=\"color: black;\">what is your phone number?<\/span><br \/> <span class=\"visitorname\"><strong><span style=\"color: blue;\">Netmom: <\/span><\/strong><\/span><span class=\"visitortext\"><\/span><span style=\"color: red;\">(865) [nnn-nnnn], but I&#8217;ve left it in e-mail and voice mail messages repeatedly, and no one has ever called back.<\/span><br \/> <span class=\"operatorname\"><strong><span style=\"color: blue;\">Jacky: <\/span><\/strong><\/span><span class=\"operatortext\"><\/span><span style=\"color: black;\">Will call you in a few minutes<\/span><br \/> <span class=\"operatorname\"><strong><span style=\"color: blue;\">Adolphe: <\/span><\/strong><\/span><span class=\"operatortext\"><\/span><span style=\"color: black;\">I am calling you<\/span><\/p>\n<\/blockquote>\n<p>After two phone calls from Adolphe &#8212; I have no idea where he is with that accent (Sudan, maybe?) &#8212; he finally figured out that the part has not shipped at all.&nbsp; It&#8217;s on backorder, and isn&#8217;t expected to ship for &quot;at least two more weeks.&quot;<\/p>\n<p>In summary, first he blames UPS.&nbsp; Then he wants me to wait until Monday and check back.&nbsp; They gave me two different phone numbers that go directly to voice mail (I know by now that they do not return voice messages), then <em>finally<\/em>, he actually checks with the shipping department and finds out that they don&#8217;t even have it in stock.<\/p>\n<p><font size=\"4\"><em>Liar, liar, pants on fire!<\/em><\/font><\/p>\n<p>Unfortunately, the part will arrive AFTER the main things I needed it for are over with.&nbsp; As much as I like this product, the service experience has soured me so much that I&#8217;ll absolutely buy a different brand next time.&nbsp;&nbsp; I also plan to contact the company president, but that information isn&#8217;t easy to find; I had to go to the Network Solutions WHOIS to find out <a href=\"http:\/\/www.aboutus.org\/HuskyPowerWasher.com\">who owns the domain<\/a>.&nbsp; I guess I&#8217;ll have to do a little more sleuthing to get to the top of the food chain.<\/p>\n<p>Forewarned is forearmed.&nbsp; Bad customer service is the worst thing a business can do to itself. <\/p>\n<p>PS: The <a href=\"http:\/\/www.manta.com\/coms2\/dnbcompany_68s9dd\">internet is grand<\/a>.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>I&#8217;ve owned a Husky Powerwasher for a few years, and I really like it.&nbsp; It can be set gentle enough for the car, or tough enough to clean mildew stains off my sidewalk.&nbsp; Unfortunately, just about the time i really &hellip; <a href=\"https:\/\/www.citizennetmom.com\/?p=573\">Continue reading <span class=\"meta-nav\">&rarr;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[19],"tags":[],"_links":{"self":[{"href":"https:\/\/www.citizennetmom.com\/index.php?rest_route=\/wp\/v2\/posts\/573"}],"collection":[{"href":"https:\/\/www.citizennetmom.com\/index.php?rest_route=\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.citizennetmom.com\/index.php?rest_route=\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.citizennetmom.com\/index.php?rest_route=\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.citizennetmom.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcomments&post=573"}],"version-history":[{"count":0,"href":"https:\/\/www.citizennetmom.com\/index.php?rest_route=\/wp\/v2\/posts\/573\/revisions"}],"wp:attachment":[{"href":"https:\/\/www.citizennetmom.com\/index.php?rest_route=%2Fwp%2Fv2%2Fmedia&parent=573"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.citizennetmom.com\/index.php?rest_route=%2Fwp%2Fv2%2Fcategories&post=573"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.citizennetmom.com\/index.php?rest_route=%2Fwp%2Fv2%2Ftags&post=573"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}