Not Sure How to Reply to This...

[wadesgirl]

I just received this email today...

I attended a Pampered Chef party with my daughter at XXX's last winter and among other things, bought a stoneware piece...looks like a cookie sheet with sides. Anyway it broke in two the first time we were heating it in the oven. Actually, it happened so long ago I can't remember exactly what happened other than being surprised when it broke because whatever we were doing, it should not have broken. Anyway, I do not know off hand where the receipt is, but I do still have the two pieces.

XXX said you are awesome and will totally help me get it replaced!

I do not have this customer in P3 and I do not have nor ever had a host by that name. I also do not have her daughter's name. Not sure what I should reply to her!

Also it sort of sounds like she tried to preheat the stone. I know I'll probably ask her about that and give her a litle stoneware education at the same time.

 

[Dotty]

I was able to process a return with only the paying customers name and the item number. The consultant who they bought their stone from was inactive and wasn't responding to e-mails from the customer. TPC customer service was great!

 

[ShellBeach]

What I do for anybody who brings me a return stone that I never sold:


Apologize for it happening
Explain guarantee is 3 years on stoneware (with this gal I'd add, so it is still covered from a show last winter)


I'd also explain that I cannot find her as a customer nor the host name she mentioned. And that part of my service is starting the adjustment process for my customers (because it is, I get them the RMA number), but she's not in my list. And the search only works for host shows I've submitted.


Then give them HO number and say HO can work with them to find host name & verify guarantee information.

 

[ShellBeach]

Crossposted with Dorothy!
I think I like her answer better. I forgot that calling HO can now get guarantee & return info with just the customer's name. Guess I'm too used to doing adjustments via web for my own customers.


Anyway - I'm glad you will have good news for her either way. Usually I get broken stones that are like 10 years old and the customer had the impression it was a lifetime guarantee and I have to break it to them that it's not.

 

[esavvymom]

If you are calling the HO, you can get the information from the Host's name too. WHen I tried it once for a customer- it wasn't under the Customer's Name (I think that is usually for Lifetime items), but I had the Host's name and the show date (which I got from the former consultant). So if you have the Host name and date or approx. date, I'm sure HO could likely find it.