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46 Whatever Happened to Customer Service? By: Liz Breier / This & That It cannot just be me. It seems that I cannot order anything without there being an issue. I now order many items because that is the way of the world now. If we didn’t order over the computer or phone before the pandemic, we all do now. My issue is with the way things are sent. Recently, I ordered a rather costly shampoo and conditioner. They had a great sale and even offered some “extras’ (like sample sizes for traveling) I thought that was terrific until I opened the box and discovered leaked shampoo everywhere. Yes, I was able to get it (eventually) rectified but not without endless emails, phone calls and sending photographs. 18 <strong>August</strong> <strong>2023</strong> Then there were the replacement refrigerator panels – it only took 3 months and numerous emails and calls, but happily those finally arrived. One was damaged and they wanted me to send it back. I got Samsung to agree that one picture is worth a thousand words and the manufacturer agreed to replace the panel – except I’ve since had more than a dozen emails and a subsequent request for the serial number (which they certainly could have requested initially). Mind you, I still have not been told that the replacement has been sent. Update: the serial number that Samsung had on the panel (and the box it came in) was the “wrong number” and now I need to drag the panel to a FedEx office. Once received (hopefully) Samsung will replace it. Why is it like this? Is it that difficult to properly shrink wrap a large bottle of shampoo? Is it so much trouble to properly protect a stainlesssteel panel? The amount of effort, time and cost that goes into the replacement from the seller is far more than the proper packaging it would have cost if done correctly in the first place. The consumer (me!) is aggravated and forced to spend so much time trying to get the issue rectified - which does not necessarily make for good repeat purchases. Someone, somewhere, must realize that there has to be a better way and can implement some common sense solutions. Liz Breier is an ex-New Yorker who retired to Florida for 24 years before deciding that Nevada means home to her. You can contact Liz at: bluesky090372@gmail.com.