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JEFFSHERIFF Profile
| Reviews: | 1 | |
| Member Since: | Wednesday, April 01, 2009 | |
| Last Post: | Wednesday, April 01, 2009 |
Reviews posted by JEFFSHERIFF
1. 
Sometimes it's not the business it's the customer, Wednesday, April 01, 2009 @ 6:15:00 PM
Mr. Vaughn I appreciate you taking the time to forward this to our President. He has asked me to inform you of exactly what has transpired with this particular customer.
Originally I was made aware of this issue when Mr. Customer e-mailed our customer care address explaining his distress with our Whitby Store. Without investigating I gave Mr. Customer the benefit of the doubt and followed up with a phone call asking what I could offer to correct the situation. Mr. Customer’s response was that he was looking for a Television and a deal. After agreeing to visit our Scarborough location I suggested that he contact one of the Manager's who would personally look after him and treat him as a "VIP". After his visit I followed up with the store to inquire how everything went. "He is very happy with his purchase" everything should be good from here on we gave him the full vip package with staff pricing as well.
After a few weeks I received another e-mail from Mr. Customer explaining his dissatisfaction with his purchase as he paid $1098.00 for a 42" Panasonic TV that a competitor is now advertising for $998.00. After careful investigation with this competitor this TV was not available except at there clearance store for display models. I explained that at the time of purchase the TV was a current line TV sold brand new in a box and that the price we were offering was substantially cheaper than any other retailer. Out of good will We offered Mr. Customer $100.00 in gift certificates to try and satisfy his concerns.
Again after a few weeks Mr. Customer sent an e-mail expressing his dissatisfaction with the fact that he received 4 x $25.00 gift certificates and that they must be used at separate times as oppose to a single $100.00 credit. I again explained to Mr. Customer that this was an offer of good will and that I stood behind our actions and felt very comfortable with how he was looked after. Currently the same TV was being offered on that competitors website at $1299.00 out of their clearance centre.
Unfortunately I cannot speak of the initial experience Mr. Customer encountered at our Whitby Store. I do know that he was very happy with his second experience outside of the price advertised by a competitor. Clearly when you look at the facts of how the product was advertised( discontinued clearance floor model ) versus current line brand new in a box I believe there is not an issue here. I finished our last e-mail with a response asking Mr. Customer to please call me if he did not feel fully satisfied. Again a few weeks later another e-mail appeared.
Mr. Vaughn, please feel free to call me personally if you have any further questions.
Respectfully, An Employee that is very happy with the level of service
Sometimes it's not the business it's the customer, Wednesday, April 01, 2009 @ 6:15:00 PMMr. Vaughn I appreciate you taking the time to forward this to our President. He has asked me to inform you of exactly what has transpired with this particular customer.
Originally I was made aware of this issue when Mr. Customer e-mailed our customer care address explaining his distress with our Whitby Store. Without investigating I gave Mr. Customer the benefit of the doubt and followed up with a phone call asking what I could offer to correct the situation. Mr. Customer’s response was that he was looking for a Television and a deal. After agreeing to visit our Scarborough location I suggested that he contact one of the Manager's who would personally look after him and treat him as a "VIP". After his visit I followed up with the store to inquire how everything went. "He is very happy with his purchase" everything should be good from here on we gave him the full vip package with staff pricing as well.
After a few weeks I received another e-mail from Mr. Customer explaining his dissatisfaction with his purchase as he paid $1098.00 for a 42" Panasonic TV that a competitor is now advertising for $998.00. After careful investigation with this competitor this TV was not available except at there clearance store for display models. I explained that at the time of purchase the TV was a current line TV sold brand new in a box and that the price we were offering was substantially cheaper than any other retailer. Out of good will We offered Mr. Customer $100.00 in gift certificates to try and satisfy his concerns.
Again after a few weeks Mr. Customer sent an e-mail expressing his dissatisfaction with the fact that he received 4 x $25.00 gift certificates and that they must be used at separate times as oppose to a single $100.00 credit. I again explained to Mr. Customer that this was an offer of good will and that I stood behind our actions and felt very comfortable with how he was looked after. Currently the same TV was being offered on that competitors website at $1299.00 out of their clearance centre.
Unfortunately I cannot speak of the initial experience Mr. Customer encountered at our Whitby Store. I do know that he was very happy with his second experience outside of the price advertised by a competitor. Clearly when you look at the facts of how the product was advertised( discontinued clearance floor model ) versus current line brand new in a box I believe there is not an issue here. I finished our last e-mail with a response asking Mr. Customer to please call me if he did not feel fully satisfied. Again a few weeks later another e-mail appeared.
Mr. Vaughn, please feel free to call me personally if you have any further questions.
Respectfully, An Employee that is very happy with the level of service
JEFFSHERIFF