Director Garlic Slicer Voluntary Recall E-Mails

[Sheila]

I received 3 notifications today regarding old online orders where the Garlic Slicer is under recall. Well, guess what ... in P3 when you look at the online orders, there's no "O" designation next to it.

With 2 munchkins running around wanting my attention, it took me a few minutes for it to click that I could run a report for everyone who's order the garlic slicer in that time frame ... then look for the matching "O" number.

So if anyone else is having an absent minded moment like I was, there's your answer. Don't get all frustrated like me.

Unless of course 2 of your 3 "hid" their contact info from you & you have no way to notify them that it's under Voluntary Recall ~ like my current scenario. Then you can send a nice little e-mail to the Solution Center asking them to e-mail the customer & relay the recall or supply you with the contact so that you have the ability of notifying the customer. :roflmao:

What the heck were they thinking on that one???

Here's what I sent if you are having trouble wording your Solution Center e-mail & need something to get you started:

After running a report of everyone who's purchased a Garlic Slicer from me to see the name of the customer for order [order #], I've discovered that the customer ([customer name]) hid her contact info when she did her online order, so I have no way to contact her to let her know it's under Voluntary Recall.

We've asked numerous times for the wording to be changed for customers doing an online order ~ it's asking if they want the consultant to contact them which most people read "do you NEED this consultant to contact you?" They mark "no" not realizing that they are hiding their info from us. Please re-word it and just ask them if they want to hide their contact info & remain anonymous to "click here". I've had customers order anonymously, then e-mail or find me on Facebook & connect. They really don't get what they are saying when they are ordering online & are being handed over to a consultant they don't yet know. Different wording on the web page probably would have alleviated today's dilemma.

I need Home Office to notify the customer that her garlic slicer is under voluntary recall or supply me with her contact information so that I can reach out to her.

 

[BethCooks4U]

When I got my list of those HO had as having purchased the item two were missing that were on my report. HO told me that one had exchanged it for something different and the other was an online order (O) and she said they were taking care of those orders so I shouldn't do anything about the online purchases that were affected by the recall.I don't understand why they sent us those emails today and I especially don't understand why they didn't give the NAME if they had decided we should take care if it after all. All they gave was the "show number" which does not correlate with P3.

 

[Sheila]

You are right. I didn't like having to go do research to match names with the show numbers. My husband said I shouldn't worry about it, and just let it go. I tried to explain the point of "customer service" and how it's important for me to not drop the ball when it's passed to me & make sure that the ball keeps going. He's military. You'd think he'd get that.

 

[Sheila]

I received a response:

Dear Sheila,Our number one priority is our Consultants and customers and to providing only the highest quality products that people have come to expect from our company. For those online purchases that customers requested not be contacted, we will contact them by regular mail. Thank you for bring this to our attention and I will forward this request to the appropriate area. We truly apologize for any inconvenience this may be causing and appreciate your patience and understanding. Sincerely,Donika GogaSolution Center RepresentativeThe Pampered Chef, Ltd.1-877-917-2433

 

[tpchefpattie]

Dear Consultant,Thank you for bringing this issue to our attention. We understand how frustrating it can be to receive multiple notifications about a product recall and then have difficulty reaching out to customers who may have purchased the affected item.We appreciate your resourcefulness in running a report to identify customers who have ordered the Garlic Slicer during the time frame of the recall. It's unfortunate that some customers have chosen to hide their contact information, making it difficult for us to reach them in situations like this.We completely agree that the wording on the online order page can be confusing for customers, and we will definitely take your suggestion into consideration for future updates. In the meantime, we will do our best to contact the customer in question and inform them of the recall. If we are unable to reach them, we will provide you with their contact information so that you can reach out to them directly.Thank you for your understanding and for bringing this issue to our attention. We apologize for any inconvenience this may have caused and we will work towards finding a better solution in the future.Best,
The Pampered Chef Team