Dealing with Broken Chillzanne Egg Tray: A Customer Service Experience

[jrstephens]

The egg tray from my rectangle chillzanne cracked. I called to have it replaced. Mailed the broke one back. Received the bottom tray that holds the whole thing. Called HO again for adjustment. Today I got the crescent insert for the SECTIONAL! Called them again for another adjustment!! Was assured 3rd time is a charm!!!! I hope so. I am just glad this is something for me personally and not going to a customer. I think this will show me to always if possible have adjustment shipped to me!

 

[tlennhoff]

Ugh, I'm making my 1st adjustment for broken product tonight. Poor customer, 1st they ordered a stop-sell item, then one of thier stones is broken.

 

[DebbieJ]

I'm currently on hold and have been for 29 mins....

Too bad I can't solve my problem online. If I sent an email, I wouldn't have an answer for a few days, so I guess I'll keep waiting.

 

[RachelNguyen]

I spoke to home office today about a show and asked them what is going on. Not only have I had to wait for at least a half hour every time I call, but I also have had very snippy csrs lately. Turns out they are understaffed. Again. And have got temps in there until they get the hiring up to speed. Which might explain why you had so many problems.

My rep today was very nice and said she would tell her supervisor about my concerns.

 

[janel kelly]

You're lucky you only had to wait a half hour. Last time I called the call back time was 3-4 hours...

 

[jrstephens]

I always choose the option to have them call me back. My last rep was very nice, so, I am hoping she got my problem solved.

 

[jenniferlynne]

Mailed the broke one back.

Did they tell you to mail it back? The reason I ask, I had one come in broke and they told me not to worry about sending any of it back! They replaced the whole thing.

 

[jrstephens]

I had to mail it back. I earned it during my SS months and they said since it was more than 30 days I had to mail it back. I was not happy about having to pay to mail it back, but I did not argue. It was like the second time I had used it, so, it had to be broken when I got it but they said that did not matter it was over the 30 days. So, I spent about $10 mailing it back to them.