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Posts:
230
From:
NYS
Registered:
8/18/08
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(15 of 15)
Re: CUSTOMER SERVICE ISSUES
Jul 9, 2010 5:22 AM
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Although this forum appears independent, the links aka the headings -- my account, Customer Service, Subscription service -- show there are tie-ins to Gevalia CS; overseas or otherwise. Yet from postings on this forum it doesn't appear much care is taken with the website in regard to ordering, shipping, and the forum to untangle a myriad of issues & to keep it accurate and updated. I mean how many forums are not allowed to have a chat or IM mode these days. I sometimes wonder if this is to keep us from coming together? All of this is becoming of a bad reflection of the business itself.
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Posts:
1,325
Registered:
2/12/08
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(14 of 15)
Re: CUSTOMER SERVICE ISSUES
Jul 9, 2010 12:10 AM
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> I would tend to think that most Tassimo owners either
> :
>
> a) dont know about the forums
>
> or
>
> b) dont feel the need to post on a coffee forum
> board
>
> That might explain your theory of our complaints not
> making a dent in the CS dept............
Well, plus the forums are not part of the CS department.
--
Sky
LiveWorld, TASSIMO’s Inner Circle Management Partner
1-877-834-7271
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Posts:
210
Registered:
12/12/07
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(13 of 15)
Re: CUSTOMER SERVICE ISSUES
Jul 8, 2010 10:14 AM
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TO JANLCOOPER: Go here for a retail machine:
WWW.KEURIG.COM
Not to be a wise guy, but I am just about DONE with Tassimo........read my numerous posts for a laugh (or cry).....
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Posts:
1
Registered:
7/6/10
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(12 of 15)
Re: CUSTOMER SERVICE ISSUES
Jul 6, 2010 2:51 PM
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I too have had customer service issues, sent the below mesage on Friday after a frsutrating wait on the 800 number. Was told I'd get a call back in 24 hours, still nothing.
"I am now on hold with your customer service line three weeks after I tried to place an order online and the deal erased my order each time. It was buy 4 Starbucks get two free. When I called customer service she first told me that she couldn’t do anything. Then she came back with a deal that would cost me $30 more. Then she finally said she could give me the deal I called about. Now three weeks later I still don’t have the coffee and when I called the same woman answers and tells me due to computer issues my order never shipped and it will be two weeks before a new order ships.
I then asked for a supervisor and spoke with him. When asked to expedite since the issue is on your side, I was told they can’t expedite this promotion. I asked to speak to the next manager and get told that she’s busy and will call back within 24 hours.
On top of that I am trying to change my scheduled order and your web page won’t let me.
I cannot believe that Kraft Foods is this inept. I was looking to bring one of these machines into my wine shop but am now having very strong second thoughts. PLEASE HAVE SOME ONE WHO CAN DO SOMETHING CONTACT ME. "
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Posts:
210
Registered:
12/12/07
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(11 of 15)
Re: CUSTOMER SERVICE ISSUES
Jul 6, 2010 8:35 AM
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I would tend to think that most Tassimo owners either :
a) dont know about the forums
or
b) dont feel the need to post on a coffee forum board
That might explain your theory of our complaints not making a dent in the CS dept............
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Posts:
1,325
Registered:
2/12/08
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(10 of 15)
Re: CUSTOMER SERVICE ISSUES
Jul 5, 2010 9:22 PM
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If I knew the answer to that, I'd fix everything for you guys. I sort of lean to the numbers - that maybe far fewer people report problems with service than we might think from posts here. But I don't know.
--
Sky
LiveWorld, TASSIMO’s Inner Circle Management Partner
1-877-834-7271
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Posts:
9
Registered:
12/29/09
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(9 of 15)
Re: CUSTOMER SERVICE ISSUES
Jul 5, 2010 8:22 PM
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Sky if it is so sad why cant a multi billion dollar company fix it?
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Posts:
1,325
Registered:
2/12/08
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(8 of 15)
Re: CUSTOMER SERVICE ISSUES
Jul 4, 2010 2:32 PM
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> A POEM FOR TASSIMO
>
> Oh Tassimo,
> I still recall
> how good things were
> before our fall.
>
> And though I still
> am fond of you,
> I soon must bid
> a sad adieu.
>
> Debbie
Such a sad poem. :'(
--
Sky
LiveWorld, TASSIMO’s Inner Circle Management Partner
1-877-834-7271
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Posts:
16
From:
Toronto
Registered:
11/3/09
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(7 of 15)
Re: CUSTOMER SERVICE ISSUES
Jul 4, 2010 8:17 AM
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A POEM FOR TASSIMO
Oh Tassimo,
I still recall
how good things were
before our fall.
And though I still
am fond of you,
I soon must bid
a sad adieu.
Debbie
--
Freelance writer & illustrator
http://www.inkygirl.com
Twitter: http://www.twitter.com/inkyelbows
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Posts:
27
From:
na
Registered:
1/28/10
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(6 of 15)
Re: CUSTOMER SERVICE ISSUES
Jul 3, 2010 12:17 PM
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> I placed an order on 4/28. As of this morning (5/4),
> I havent even received an email telling me the items
> were shipped. I called C/S and was told that one of
> the items was backordered. I asked why they couldnt
> ship everything else and the ship the backordered
> item once it arrived. I was told this is company
> policy to ship everything at once. I was calm and
> kind to the person I spoke with and made a few EASY
> suggestions to pass along (not that it will happen).
> Having worked in C/S, there are so many small things
> s that Tassimo can do to improve C/S relations, esp
> with phone or online ordering. I told the man that
> if I had a better selection at my local stores (like
> KUERIG does), I would never call Tassimo directly. I
> told him that the product is better than Keurig, but
> GETTING the product is below average at best.
>
> I suggested perhaps a followup email to customers
> stating that an item is backordered (I dont know why
> the website wouldnt tell you that when ordering, but
> thats yet another topic of discussion).
>
> PS: I removed the backordered item from my order and
> he expedited my shipment.............of course they
> are charging me $8 for the expedited shipping, but
> they say they will credit my account after I receive
> the order..............OY!!!
>
> Such dysfunction.........if I ran that C/S dept, this
> company would blow away Keurig! 
-- for me , i still prefer the tassimo coffees although you are right about the customer service issue. we all know for a fact that it's not the people who are answering the phone calls, it's the people that run or manage the cu service department. I know they can do something about these problems because they are doing good in europe, i heard.
--
yeisha
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Posts:
1,325
Registered:
2/12/08
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(5 of 15)
Re: CUSTOMER SERVICE ISSUES
Jul 1, 2010 11:54 PM
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> i found out.................
> that when you placed the order online
> e order online and if the item is available on the
> list, meaning to say that is available from there
> warehouse...but if not don't place the order this may
> sort to back order item....
Good advice :D
--
Sky
LiveWorld, TASSIMO’s Inner Circle Management Partner
1-877-834-7271
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Posts:
5
Registered:
7/1/10
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(4 of 15)
Re: CUSTOMER SERVICE ISSUES
Jul 1, 2010 6:50 PM
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i found out.................
that when you placed the order online and if the item is available on the list, meaning to say that is available from there warehouse...but if not don't place the order this may sort to back order item....
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Posts:
3
Registered:
7/1/10
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(3 of 15)
Re: CUSTOMER SERVICE ISSUES
Jul 1, 2010 1:27 PM
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Same problems. No indication that a product is unavailable when you order it and then suddenly it is "backordered" and there goes your entire order for weeks and weeks.
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Posts:
24
From:
Florida
Registered:
12/23/09
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(2 of 15)
Re: CUSTOMER SERVICE ISSUES
May 4, 2010 3:59 PM
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It could be worse. We could have Washington DC take it over.
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Posts:
210
Registered:
12/12/07
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(1 of 15)
May 4, 2010 11:14 AM
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I placed an order on 4/28. As of this morning (5/4), I havent even received an email telling me the items were shipped. I called C/S and was told that one of the items was backordered. I asked why they couldnt ship everything else and the ship the backordered item once it arrived. I was told this is company policy to ship everything at once. I was calm and kind to the person I spoke with and made a few EASY suggestions to pass along (not that it will happen). Having worked in C/S, there are so many small things that Tassimo can do to improve C/S relations, esp with phone or online ordering. I told the man that if I had a better selection at my local stores (like KUERIG does), I would never call Tassimo directly. I told him that the product is better than Keurig, but GETTING the product is below average at best.
I suggested perhaps a followup email to customers stating that an item is backordered (I dont know why the website wouldnt tell you that when ordering, but thats yet another topic of discussion).
PS: I removed the backordered item from my order and he expedited my shipment.............of course they are charging me $8 for the expedited shipping, but they say they will credit my account after I receive the order..............OY!!!
Such dysfunction.........if I ran that C/S dept, this company would blow away Keurig!
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