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nickandnora replied on August 20, 2008 23:28 to the problem "Mistakes have no accountability or resolution" in Target:
Yup, two different companies. When you buy online it should tell you up front if you can return it to a store. If you can, there is a special slip that MUST be taken to the store with the return. Even if the store carries a same or similar item you MUST have the online invoice authorization so Target Corporation can get credit from Target.com.
After all, this is the same as buying at a Sears store and returning the item to JCPenny for credit-
jevwolfert replied on August 14, 2008 13:29 to the idea "Enter events with date ranges." in Dipity:
I don't think the way it is implemented now is very helpful. Dipity is supposed to be a visual tool. Showing the range for an event is crucial imo.
What would be usefull is to give a range:
- its own colour
-set it above the main timeline
- include begin and end dates in this sub- timeline -
Irene replied on August 05, 2008 21:59 to the problem "Terrible Customer Service" in RealNetworks, Inc.:
I am wondering why it takes so long to resolve me issues. I had Level2 apologize to me but still can't see to get my account corrected. Very disappointed that there has been no progress -
Irene replied on August 05, 2008 00:00 to the problem "Terrible Customer Service" in RealNetworks, Inc.:
Did I mention that it takes forever to reach someone in customer service by phone? I have been listening to mind-numbing on hold music for over 20 mins just trying to talk to someone... It has already taken me over 2 hours of time dealing with customer service to get nowhere.
A person answered after 22 min, asked for my name and address, and told me he cannot find any record of my issues with Real! He now has me on hold! -
A comment on the problem "Terrible Customer Service" in RealNetworks, Inc.:
Hi Lacy, I left you a voicemail. – Irene, on August 04, 2008 23:26 -
Irene replied on August 04, 2008 23:25 to the problem "Terrible Customer Service" in RealNetworks, Inc.:
I was sent this email on 8/1 and no other email.
Irene,
My name is Rick and I am the manager of level 2 support for Real Networks. I would like to say that I truly apologize for the problems that were happening with your account. I have read through each and every communication you have had with our support team, and some of the information you were receiving was probably confusing to say the least. I have also looked through your account and noticed that you have been with us for some time now. You originally had a Rhapsody ToGo account and switched that to an Unlimited due to your device not being compatible. Upon switching to the quarterly unlimited subscription the remaining money from your annual payment went into a subscription credit account and covers your payments until that runs out. I only state this as I would like you to know that I made myself familiar with your account before contacting you.
When you noticed that your account was suddenly a Rhapsody 25 account, you were not the only one. There was database issue that affected a small number of users and your account, unfortunately, was one of them. The symptoms were that you were unable to log in and utilize your subscription benefits, and support was unable to pull up accounts and refund, cancel, or adjust in any way. A script was released on the database Monday 7/29 which restored the service. I really wanted to take the time to offer you an explanation as I felt you certainly deserve that considering how frustrating all of this must have been. I understand that you posted your frustration on a site and were interested in receiving compensation or canceling your account and I am offering my services, personally, to help you with what you would like to do. We are currently looking to compensate affected users for time lost during this problem and this will most likely happen in the very near future. If that would satisfy your concern then I would stick with you until you and I have verified that this was completed on your account.
Real Networks takes customer service very seriously so please reply and let me know what we can do in order to ease your frustration and have you once again, enjoying the Rhapsody experience without incident.
Rick Norris
Operations Manager
Real Networks Level 2 Support -
A comment on the problem "Terrible Customer Service" in RealNetworks, Inc.:
I was hopeful that the situation would be better not worse. – Irene, on August 04, 2008 23:06 -
Irene replied on August 04, 2008 23:04 to the problem "Terrible Customer Service" in RealNetworks, Inc.:
I replied to all my emails, including ones from another customer rep to my email However, my account has been reset and I am no longer able to login now... way to go. -
Lacy Kemp replied on August 04, 2008 22:02 to the problem "Terrible Customer Service" in RealNetworks, Inc.:
Hi Irene,
We've tried to contact you via email several times in the last week but haven't received any response. Please let me know if you haven't received these messages. thx. Lacy -
Irene replied on July 31, 2008 01:02 to the problem "Terrible Customer Service" in RealNetworks, Inc.:
I didn't get the refund that I asked for, but Real has restored my service. They didn't prorate me for the several days that it didn't work properly, which leaves me quite unsatisfied. I cannot contest this with my credit card as it has passed the 60 days since I signed up for the unlimited service (reason to never prepay annually to save money). I have seen many similar complaints on the Real Rhapsody board about their customer service. Lesson learned -- I am paying for the mistake made by Real -- literally.
I am still quite heartbroken over this treatment, in spite of getting a response here on GetStaisfaction's board. I have been such a good customer for years... -
LacyKemp replied on July 30, 2008 23:55 to the problem "Terrible Customer Service" in RealNetworks, Inc.:
Hi Irene,
I'm the person Ryan was talking about. Have you gotten any help yet? If you'd like to email me directly you can reach me at Lkemp@real.com.
thx. -
Dharmansible replied on July 30, 2008 20:35 to the problem "Terrible Customer Service" in RealNetworks, Inc.:
Hi, Irene. I do internal IT support for RealNetworks. While researching the GetSatisfaction website for some personal projects of mine, I looked up RealNetworks and saw you kicking off some feedback recently here. As it happens, a good friend here at Real is getting some solid PR gears grinding, trying to pro-actively reach out to our community of customers and service users. I told her about this feedback site and she's stoked about it.
I expect she'll be getting set up shortly, and will have a response for you. She knows a lot of key players around Real, from design and development, to PR, and to - yes - Customer Service.
But for now, I just wanted you to know your experience HAS been heard by RealNetworks! On behalf of Real, I wanted to thank you for taking the time to spill your heart and thoughts about your experience. -
Irene reported a problem in RealNetworks, Inc. on July 19, 2008 03:35:
Terrible Customer ServiceI am so frustrated with Real. I paid for my most recent susbription renewal on 1/20/2008. I paid $129, which is the annual payment for the Rhapsody Unlimited. I logged on this week and noticed that my account has been reverted to Rhapsody 25, their most basic service. I called the cusotmer service line and ended up talking wiht someone with a very heavy Indian accent who called himself "Steve." I explained the problem but all he can repeat back to me is that he sees that I have a Rhapsody 25 account. After a few unsuccessful attempts to repeat myself and be understood, I asked Steve if I can speak with his supervisor. I was dropped without any feedback.
I then used the chat in the hopes of getting this problem solved. "Stewart" answered the chat. It was much a shorter wait for the chat, but the problems are not any easier to solve. I spent the following 30 minutes chatting with Stewart, having to repeatedly explain my problem even more, but Steve was not much help. He did tell me that he can see that my account is cancelled. I told him I didn't cancel it, and I paid $129 for a year starting 1/20. Stewart says I can reactivate my account and pay more money. I don't see why I have to pay for something that I already paid for, but Real's policy seems to be that customer service cannot fix these kinds of mistakes. Stewart doesn't seem to be able to make any corrections and informs me that he needs to transfer me via email to Tier 2 agents, who are not available via phone or chat, only email. I asked a few times if I can have a reference number -- Stewart said that he cannot do it until he signs off and he will have to email it to me. I would have thought that a company like Real has at least a CRM that will create a ticket or referencable record, so I am very disappointed. I tell Stewart that I am very disappointed.. and just after that, my chat window informs me that " Communication with the RightNow Live service has been lost." Luckily I was at least able to save the text of the chat.
After spending nearly an hour total on the phone and over chat, I have a headache and my problem remains unsolved. They have really lost a customer, and a good one at that for years. I feel a little heartbroken, frankly, as I really did like the service for a long time, until this customer disservice incident. -
BK Gupta replied on July 16, 2008 14:52 to the idea "Enter events with date ranges." in Dipity:
Hi tak2, thanks for the suggestions! There are a lot of considerations here, but I"ll give the feedback to our designer. -
tak2 replied on July 15, 2008 14:58 to the idea "Enter events with date ranges." in Dipity:
How about if you display a thin horizontal bar above or below that event box when the event is moused-over, and the bar would extend between the two dates (or to the edge of the window if that date is beyond that)?
Alternatively, the bars of all event ranges can be permanently displayed (but behind other event boxes to avoid clutter).
In any case, I believe that visual display of the duration of an event is an essential element in time lines, and hence it deserves some . -
A comment on the idea "Enter events with date ranges." in Dipity:
We show the date range in the flag "Below the title, like 2000-2008" but we don't change the flags right now. We experimented with some other representations, like making the flags long/short, but given that the range can be 1 second or 10000 years we didn't find a great way to do this. Keeping it simple for now. – BK Gupta, on July 14, 2008 21:01 -
A comment on the idea "Enter events with date ranges." in Dipity:
I don't think this is working properly. I can enter a date range, but regardless of the range the visual representation (shaded box) appears for one year only. – tak2, on July 12, 2008 20:03 -
jb replied on July 02, 2008 20:27 to the problem "Mistakes have no accountability or resolution" in Target:
Well, that wasn't the case with my furniture. They did carry it, and I did have a receipt from the FIRST LOST SHIPMENT. I could print it out. And the computer did give me the option of store take back or mail back. Now that I have started to look at the internet about problems with Target and its return policies there are inumerable accounts of dissatisfied customers who are spreading the word. I was really amazed. And frankly I'm glad. And I will continue to spread the word just as they are -
Curtis Kline replied on July 02, 2008 17:48 to the problem "Mistakes have no accountability or resolution" in Target:
The difficulty here is that Target Stores, and Target.com are actually two entirely different organizations. The reason you can not take certain items back to the store such as furniture, is that the store simply doesn't carry it. When people try to bring back an item even after the Customer Service team at Target.com informed them they could not, it turns out that the team member at Guest Services can't process your return because the item isn't carried in-store and when I go to scan the barcode, I get no information as to what it is, how much it is, and where it belongs. The item simply doesn't exist and so there's no way to accommodate you refund.
Shipping an item back in the mail is a pain, I know. I even shudder to order things off Ebay because I'm such an "instant gratification" kind of guy. I like to see and feel what I'm buying before I hand over my hard earned money. However, when ordering from Target.com, most refunds do need to be returned to the warehouse that shipped to you so they can give your money back, and ship your returned item back to the manufacturer for a replacement or credit. -
jb replied on July 02, 2008 01:23 to the problem "Mistakes have no accountability or resolution" in Target:
I had a similar experience with Target.com this week too. And they kept repeating that they were sorry this happened to me, but they were unable to allow me to take it back to a store, but that I could only send it back via UPS (on labels they have to order) and that I needed to just package it up for UPS to pick up. FURNITURE!!! Repackage it!!! REally!!!
I will never shop at Target again. I have spent thousands and thousands of dollars there over the years, but apparently they don't need my money. And I will warn whoever will listen to me about shopping there.
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