Open letter from WEX to BEUC
'ello, there. I've actually been planning to post this for a few days now, although it appears one of my colleagues has at least partially beaten me to the punch, but anyway, I'll continue anyway. and yes, I am b****ing through the whole post, so please feel free to ignore me.
Basically, I am here to BEG business end user care reps to either learn to do warranty exchange right or to stop doing it. now, I know that some, possibly many BEUC reps are doing it right, but I also know there are a dang lot that are royally screwing it up. I have to clean up a whole lot of those messes every single day.
for the record, to my knowledge, there are about 7 call centers that actually do warranty exchanges, 6 of which I can name by city, the 7th ju...
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Basically, I am here to BEG business end user care reps to either learn to do warranty exchange right or to stop doing it. now, I know that some, possibly many BEUC reps are doing it right, but I also know there are a dang lot that are royally screwing it up. I have to clean up a whole lot of those messes every single day.
for the record, to my knowledge, there are about 7 call centers that actually do warranty exchanges, 6 of which I can name by city, the 7th ju...
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just a small correction. it looks like they did finally add a lot of wex info into primus since the last time I checked, so there is a lot in there, but there are still a lot of inaccuracies, and a lot of stuff is still left out. the ccnet wex info is much better consolidated and much easier to navigate through and find what you need.
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/send the info to NBS and BEUC, they need any help theycould get,specially the Victoria Center 🤣 🙄 🤣
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I know, 85 to 90% of the problems I am referring to have been traced directly to the victoria call center, although greensboro has its share of people doing the exact same things.
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yeah well.
If I am remembering correctly we got something like two fifteen minute gather-round-this-computer-read-this-hand-out -no-you-can't-have-one-do-you-all-have-passwo rds?-good training sessions and then hey presto everybody and their dog is calling in and hopefully not just cold transfering wex calls to reps in BEUC. Okay, that's fine we can deal, and hell I will even (and particularly since my spat with bg) repeat the troubleshooting with the customer, and to hell with aht and the customer's blood pressure, if the company wants us to get the customer to lie multiple times, I can do that.
If the return labels are more involved than the sentence in the verbatim, why put corrections elsewhere in the system? Yeah, I know I get paid to r...
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If I am remembering correctly we got something like two fifteen minute gather-round-this-computer-read-this-hand-out -no-you-can't-have-one-do-you-all-have-passwo rds?-good training sessions and then hey presto everybody and their dog is calling in and hopefully not just cold transfering wex calls to reps in BEUC. Okay, that's fine we can deal, and hell I will even (and particularly since my spat with bg) repeat the troubleshooting with the customer, and to hell with aht and the customer's blood pressure, if the company wants us to get the customer to lie multiple times, I can do that.
If the return labels are more involved than the sentence in the verbatim, why put corrections elsewhere in the system? Yeah, I know I get paid to r...
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well, as far as return labels, it usually is easy. the package that gets sent to the customer includes one. and if they don't use it, or if they use another return label, like an RMA from siebel, then it either won't get to the NDC (75-80% of the time) or be damn hard to track down. If the customer loses the label, or by some strange quirk did not get one, then an e-mail has to get sent out to get a return label with the original RMA sent to the customer.
as far as feedback, we are started to do that, because wex has finally gotten sick of it. we thought it was gonna get better, but it got worse. I do appreciate it when it is done right, and there are some that have been doing it right, of which I suspect you are one, but I fear that yo...
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as far as feedback, we are started to do that, because wex has finally gotten sick of it. we thought it was gonna get better, but it got worse. I do appreciate it when it is done right, and there are some that have been doing it right, of which I suspect you are one, but I fear that yo...
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