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[ibidds]

Hi everyone, good to see the lively chats happening over the last week. I noticed some people do get frustrated by lack of response on some things from us here in the big Future Shop cloud.

I would like to clarify a couple things,

• If you have a service or product issue of any sort, ensure you contact our customer service line/email first (or go to the store). As has been repeated a few times, we can not action anything for you personally from the forum. There is no contact information, no way to confirm purchase etc.
• With that said, let everyone know what happened, what you did and what the response was, good or bad via the forum. That will help us do better later (or hopefully a pat on the back)
• We do not "Monitor" the forums. I drop in personally once a week at most and when busy less (like lately,,,so busy!!!) although I wish I could more as you folks have really helped drive some change in how we do some things and I truly value the feedback.
• The type of "Monitoring" the forum manager folks do is just to make sure everyone is nice to each other.

With that said we are working out plans for next year and will surely use all of you to bounce ideas off of and get feedback on how we are doing.

So PLEASE KEEP IT UP!!

Cheers   Ian

[Analooca]

Thank you very much for you feedback Ian.
I would really like if Future Shop could improve it s Customer Service.
It is horrible. When you call them they only have the same information that you ser in your computer and if any issues need to be solved they ask you 5-7 bussiness days to have An answer for you, and when i say have An. Answer is not solving the problem. It is just An. Answer for your first question.
You ve been doing a GREAT job here but the frustation of having to go through Future Shop Customer service destroys every good thing done.
You know the best thing you could do is to make an online purchase and call them about it and you will see how unprepared they are and how they never can answer your questions/issues and you have to wait for 5-7 days to get a call Back.
I won t even start with store personal that sometimes do not have any idea about the product you are asking about. In store pick up that were fullfilled and you get the e-mail confirmation of it and when you get there there is no product for you.

Even if you do a perfect job from your part, Future shop Customer service is a very bad experience that really makes you guys here having to deal with us in a very bad mood.
Most of people come and do posta here about customer service issues because they do not get anything solved when they call the CS line.
Future Shop customer service should hire a manager of a famous online retailer to train their CS personal.
This famous internet retailer call them selves the most customer friendly retailer and they really are.
I had 3 issues already with them and they solved them in less than 30min and i contacted them by e-mail not by phone. Amazing service that makes me want to buy with them even more.

Just my 2 cents Ian

have a good day and keep up the good work

Ana Looca

[chernabog_ca]

I'm sure the NBC forum had little something to do with this being posted.  I have emailed customer service regarding my order and am waiting to hear back.  If I get a response other then telling me that it's out of stock and it'll ship once the product becomes available, I'll be shocked. 

As a customer, dealing with Future Shop is not always the easiest thing in the world to do.  Granted all large retailers have their issues but it just seems the Future Shop has more then it's fair share most of the time and this can become very frustrating so we look to all possible avenues for answers.

You and Laura have been great in dealing with issues here and it does make things a little easier and I understand that you guys can't resolve every issue and this isn't the proper medium to having those issues solved but again it boils down to not getting answers where we should be getting them.

Message Edited by chernabog_ca on 11-25-2009 12:32 PM

[appleb]

This forum is really the only way to get official and up to date information about the steelbooks. I mean, rewind back two weeks... if it's 12pm and the Wall-E page is not working, are we supposed to call customer support? I highly doubt they were kept in the loop and that they would tell us to check again at 6pm sharp.

I have gone through customer support email to voice a concern I had about people buying multiple steelbooks, and in return I got an obvious standard form reply. It's a waste of time really.

Hence, why everyone voices their concerns about the steelbooks here.

Message Edited by appleb on 11-25-2009 10:10 AM

[ibidds]

HI guys, thanks for that, and yes, the real intent is not to expect resolution via the forum but to def use it the way you have in terms of alerts. I would have had no idea what was going on with ANY service issue if not for everyones feedback.

I have started a conversation with the customer service folks recently so they now have my contact info. I hope it helps with some resolutions.

Part of the issue is we are part of the bigger company and these service back end's are all linked, so they are MASSIVE.

Thank again  

[MrDisco]

---

Ian wrote:

• If you have a service or product issue of any sort, ensure you contact our customer service line/email first (or go to the store). As has been repeated a few times, we can not action anything for you personally from the forum. There is no contact information, no way to confirm purchase etc.
• With that said, let everyone know what happened, what you did and what the response was, good or bad via the forum. That will help us do better later (or hopefully a pat on the back)

---

I have an issue with these bullets.

I fully understand that support issues can't be dealt with here. If somone has a specific problem they should open a case with the FS help desk. But when a bunch of us are relating our experiences and voicing our frustration we either get the infamous "this fourm is not for support.." response or the posts get deleted. To me that goes against your second point.

Voicing frustration (without any expectation of an official response) and actions we as consumers can take shouldn't be muzzled. That is all. Keep up the good work.

[ElizabethS]

Hi everyone

The moderators' mandate is to escalate issues that can only be taken care of by customer service. If you are discussing a specific case, then this can end up duplicating their work if you have already contacted Future Shop's CS dept. However, to assure you that note has been taken, we do post a standard response.  I'm sure you understand that it is impossible for us to post individual comments or answers since we are not privy to the details of your problem, some of which may be confidential. After a moderator response, we ask that you have patience and wait to be contacted about your problem. Hashing and rehashing details on the forum does not make things happen any faster. However, general discussion of the problem or similar issues, is always welcome.

The only time that posts are edited or removed, is for violations of the guidelines, which of course, you are all familiar with.

As long as your posts respect the guidelines, offer constructive criticism or feedback, don't go off topic or turn into a rant, then they will not get deleted.

[andsoitgoes]

Elizabeth, I appreciate that but the few times I've been given the "I have forwarded your concern to" response, I've never, ever, EVER been contacted.

Sure it's only happened 2 or 3 times, but really?  Not a single email?  What's the point then?

[AlexMOD]

Hi andsoitgoes,

Thank you for your concern, I will forward this issue to the community manager in hope's to getting a resolution to this issue.

Alex-