Customer Service Woes

[S Brian]

A couple of weeks ago, I ordered my lift assist and received it within a few days and it is a very nice addition to the machine I've owned for 34 years. On Dec.22 I received a thank you e-mail offering $10 shipping within 5 days and to call CS to use the special code number. On Dec.26 I called to order two items and was on hold for 50 minutes and heard the "extremely heavy call volume" recording many, many times. I hung up to try again later in the day. Before calling the second time, I tried to order the items on-line, but the $10 shipping code was not honored when ordering on-line. Only regular shipping charges appeared. At 2:40 EST I called again and started another long wait. I was doing other things at the time, so I turned on my speaker phone to monitor my call, rather than just sitting with the phone in my ear. Well 110 minutes later, when SS closed at 4:30, I hung up the phone. I immediately went to the SS contact page and sent an e-mail, explaining my problem. And of course, by Monday the 5-day offer will be over, so we will see if they honor the savings because of my e-mail.

It would be better for all of us, if they would just allow the code to be used on-line.

[dusty]

A couple of weeks ago, I ordered my lift assist and received it within a few days and it is a very nice addition to the machine I've owned for 34 years. On Dec.22 I received a thank you e-mail offering $10 shipping within 5 days and to call CS to use the special code number. On Dec.26 I called to order two items and was on hold for 50 minutes and heard the "extremely heavy call volume" recording many, many times. I hung up to try again later in the day. Before calling the second time, I tried to order the items on-line, but the $10 shipping code was not honored when ordering on-line. Only regular shipping charges appeared. At 2:40 EST I called again and started another long wait. I was doing other things at the time, so I turned on my speaker phone to monitor my call, rather than just sitting with the phone in my ear. Well 110 minutes later, when SS closed at 4:30, I hung up the phone. I immediately went to the SS contact page and sent an e-mail, explaining my problem. And of course, by Monday the 5-day offer will be over, so we will see if they honor the savings because of my e-mail.

It would be better for all of us, if they would just allow the code to be used on-line.

I really do not understand why the code would be allowed only for telephone orders but if they are going to do that they really should man the call station appropriately. We regularly hear, here on the forum, that the Customer Service staff is but a couple people and they do a fantastic job MOST OF THE TIME. Shopsmith, however, needs to realize that three people can be spread just so thin and then problems begin. Apparently they were at that point this past week.

I have had my call disconnected at quitting time as well and believe me, I was pissed. After sitting "patiently" waiting for my turn when I suddenly got the dial tone.........well you know.

In situations like that, Shopsmith Customer Service needs to remain on duty to answer those calls until the cue is cleared. Hopefully this occurs every night at quitting time. It is hard for me to understand a company that is struggling financially hanging up on waiting customers. Maybe they are struggling no more.

I wonder if "overtime policy" has something to do with this.

[S Brian]

The reason for my long wait for Customer Service, SS was closed for a long holiday weekend. Obviously someone forgot to change the phone message.

I was away from home this morning when SS called, so my wife was told I would be contacted by e-mail. I was and SS has honored the $10 shipping. I suggested that SS allow us to use the shipping code for Internet sales and CS said she would forward my suggestion to those above her.

[jsburger]

The reason for my long wait for Customer Service, SS was closed for a long holiday weekend. Obviously someone forgot to change the phone message.

I was away from home this morning when SS called, so my wife was told I would be contacted by e-mail. I was and SS has honored the $10 shipping. I suggested that SS allow us to use the shipping code for Internet sales and CS said she would forward my suggestion to those above her.

That was my first thought when I read your post. You called the day after Christmas and it was a Friday.