Warning about free shipping code

[judiaci]

The problem I have had with some (not all) phone reps is that they don't seem to want to look up replacement codes or go the extra mile. If something you want is out of stock, they don't seem to have much information or they have wrong information about whether the item is just temporarily out of stock or retiring. There seems to be a lack of training.

To be fair, I have had some nice customer service reps, but I would say that 30% of the time, I have felt bad after talking with a CSR. That is why I place internet orders or get my information from this board. The reason I found this board in the 1st place was because I couldn't get any consistant information from CS about the Felicity retirements and what was going on.

[mypinkmermaid]

Originally posted by mypinkmermaid:
Is this maybe a case of "someone with a bad experience tells 12 others" vs "someone with a good experience tells 3 others" (something I learned in marketing. Point being the bad experiences always get more attention than the good ones.) I have spoken to at least 10 different CS people on various occasion, for all kinds of reasons, and never been treated poorly or rudely. One seemed a little "short" one day, but explained that the computer system was running slowly that day and it was making it hard for her to help people efficiently. Come on people, let's hear from all of you with pleasant, happy AGCS experiences!

<font size="2" face="Verdana, Helvetica, sans-serif">Heavens sakes, am I the only one here who has had nothing but positive experiences with AGCS?! Their CS can't be that bad; AG is outdoing Barbie, and people don't spend money like that in a place that doesn't make them happy!

<font color="#051E50" size="1">[ March 06, 2006 01:08 PM: Message edited by: mypinkmermaid ]</font>

[Miss_Nellie_OMalley]

I've had very positive experinces with AG's CS, but with every business you can have 99 great people and 3 bad eggs.

I think the problem with the CS who was so "kind" as to let you have the discount was that you mentioned you got it from the internet. From what I've noticed if you do not notify them that you have a code at the beginning of the order they have to go back. I always start by saying and I have a code before I start ordering. Sometimes even when i say this they forget and have to go back, which they are always more than happy to do for me. I think this person didn't want to be bothered and be put through the extra steps... because they had to do it they made it sound like they were doing you a favor.

Its a classic... They don't want to be here and are going to make you suffer for making them.

Next time just say you have a code, or a friend of yours gave you this code as they weren't going to use it. Its published on a piece of mail thats really made for the public. The person receiving the code doesn't sign a contract of confidentiality.

[slovejoy]

When I started this thread, it wasn't to complain about CS. I did feel bad after placing the order, and I do appreciate everyones comments that made me feel better, but my initial intent was to warn people that their might be conflict when calling in with the code. I just didn't want anyone else to have their order all ready to go and then fumble on words trying to figure out what to cancel because shipping is going to be too much. I have also had great experiences with CS, but I don't have to warn anyone about those, nor do I seek support because I feel bad. In my opinion, that is why negative experiences come out more...those are the ones we need help with. I have read some posts when CS went over the top and people were elated and those are nice to read as well. Just wanted to clarify.

Shanna

p.s. mermaid, you are lucky to have had all positive experiences, I think I have about 75% positive, I hope that luck continues to follow you.

<font color="#051E50" size="1">[ March 06, 2006 01:28 PM: Message edited by: slovejoy ]</font>

[Ks4treasures]

No you are not the only one. I have only used CS probably all of 3 or 4 times, but all the experiences have been good ones!!!

[moderator]

Shanna, I appreciate you warning the board about how the coupon might not be easily used over the phone. [img]smile.gif[/img]
--
Nanna, to answer your question, I've never had a bad experience with American Girl. However, I've only ever ordered through the mail or online. I think when you add the "live person" on the other end, there are so many chances for something wrong to happen.

For example, I know someone who always calls in his orders with a well-known company, and always ends up making a mistake on sizing or color because he asks their opinion over the phone. I can't convince him that removing the person on the other end (and ordering online or through the mail) would help keep subjectivity and impulse buying out of his decision-making process and result in a positive shopping experience rather than a negative one.

My opinion is that if you remove the person from the other end (by doing online or mail order), it takes away some of the possibility for mistakes or bad experiences. On the other hand, and on a less positive note, it also makes shopping a less personable experience.

[mypinkmermaid]

Just a thought here, does everyone realize that when you call AG, you have to ask specifically for Customer Service? CS is not who answers the phone when you call. They are a different department than those reps who answer the phone, specially trained to dig a little deeper and go the distance for a customer. The ones who answer the phone usually just take orders and in my experience, are not trained to look for replacement parts. They also don't always suggest speaking to CS if they are unable to help you with something, unfortunately. Just though I'd point that out in case anyone didn't realize the difference.

[ponydreamer]

I've had mostly good experiences with CS, but have had some rotten ones. I think it's totally fine to complain when you have a bad experience. I don't think it's acceptable 1% of the time to treat customers rudely. And like Miss Moo Moo said...this is a luxury item. It's not a necessity.

As far as the code...I'm sure that person had her own agenda in mind. Either she felt important giving you a hard time, or she didn't want to be bothered with the extra steps.

I just had to add something: CS at AG has changed since the company began. When my DD started collecting the company was only six years old. CS was awesome! You could call and ask questions, and they were amazing. I had several conversations with CS who had daughters that collected, and we would discuss certain items. I had a few tell me that their paycheck mostly went to AG! It was lots of fun back then. CS really knew the product, and they bent over backwards for you. I miss it. In fact, I would never have considered ordering on line, back then. It was such a treat to call an order in.

Now...I order online 99% of the time. When I call and talk to CS now, they don't even seem to know the product.

<font color="#051E50" size="1">[ March 06, 2006 02:30 PM: Message edited by: Ponydreamer ]</font>

[OSusannah]

I've phoned orders and spoken to CS, both numerous times, and have never had a bad experience with anyone. Occasionally a rep seems not very friendly but when I made a joke or continue being friendly with them they come around...but noone has ever been rude to me. I would not allow it. I always remember the name they give me when they answer just in case and would immediately ask to speak to their superior if I were improperly treated. I've done it before, just never with AG personnel.

Mostly I do place my orders online but I have to order on the phone when I have store credit because I have NEVER been able to order online using a gift certificate from the store (from returns without a receipt). In fact, I've got some store credit burning a hole in my pocket right now! [img]wink.gif[/img]

[rolloverrover]

Originally posted by Judiaci:
I bought both DVDs and used the Samantha DVD code a lot. I purchased way, way more than I should have at that time and therefore, AG made way more money off of me than they would have without that code. If AG can give employees a 40% discount, they are not losing money when selling at 40% off. Remember, that coupon did NOT say anything about a 1 time use.

<font size="2" face="Verdana, Helvetica, sans-serif">What I'm interested in is what particular kind of a "movie code" we can expect this coming holiday season. Will we be lucky enough to get a code as good as came with Samantha's movie, or will we get another watered-down version as we got with Felicity's. I'm hoping that perhaps AG marketing noticed huge sales during the 2004 holiday season and until the first movie code expired, and that sales were not as extravagant for the same time period in 2005, thereby bringing back another "too-good-to-be-true" code for 2006!! I'm a real dreamer!!