The package arrived, CD and flashcards with Aa along with six rings to clip the flashcards together... only needed one, but maybe this is the 'payment' for my persistence.
Could the customer service have been better-YES.
It is ridiculous that this simple thing took this many months to finally get taken care of, September 10 until October 29th.... countless phone calls, multiple emails and finally a blog recounting the struggle.... but at least it is taken care of.
Thursday, October 29, 2009
Wednesday, October 21, 2009
Response to the Better Business Bureau From Hooked on Phonics
"On October 16, 2009, the business provided the following information:
Dear *** *******,
We apologize that your program is missing components. We have mailed you a replacement CD and replacement flashcards. Please call us at 1-888-605-5055 or email us at cs@hop.com if you do not receive these.
As for the CD-ROM, the program you purchased is an older version of the Learn to Read Kindergarten program and the CD-ROM you received is not compatible with the latest version of Mac. We have updated the program and the games for the new program are now available online. To access this material, please do the following:
1. Go to http://my.hookedonphonics.com
2. Create a New MyHOP ID by clicking ''Register''.
3. Create an account by filling in the information on the registration page, then click ''Submit''.
4. On the next page, please enter a UPC Number of 713974010677, then enter a nickname for your child, then click ''Submit''.
5. On the following page, click ''Kindergarten Level 1'' under ''My Readers''.
6. On the progress map page, you can click each lesson number to access the online content.
7. Once you complete all the lessons of Kindergarten Level 1, click ''Kindergarten Level 2'' under ''MyReaders'' on the main MyHOP page to access the rest of the lessons.
If you have any problems accessing the online materials, please call us at 1-888-605-5055 or email us at cs@hop.com.
Thank you
Hooked on Phonics"
Dear *** *******,
We apologize that your program is missing components. We have mailed you a replacement CD and replacement flashcards. Please call us at 1-888-605-5055 or email us at cs@hop.com if you do not receive these.
As for the CD-ROM, the program you purchased is an older version of the Learn to Read Kindergarten program and the CD-ROM you received is not compatible with the latest version of Mac. We have updated the program and the games for the new program are now available online. To access this material, please do the following:
1. Go to http://my.hookedonphonics.com
2. Create a New MyHOP ID by clicking ''Register''.
3. Create an account by filling in the information on the registration page, then click ''Submit''.
4. On the next page, please enter a UPC Number of 713974010677, then enter a nickname for your child, then click ''Submit''.
5. On the following page, click ''Kindergarten Level 1'' under ''My Readers''.
6. On the progress map page, you can click each lesson number to access the online content.
7. Once you complete all the lessons of Kindergarten Level 1, click ''Kindergarten Level 2'' under ''MyReaders'' on the main MyHOP page to access the rest of the lessons.
If you have any problems accessing the online materials, please call us at 1-888-605-5055 or email us at cs@hop.com.
Thank you
Hooked on Phonics"
And again....
Dear Customer,
Thank you for your patience. Your missing items were shipped from Baltimore on October 16th, 2009. Please allow 7-10 business days for delivery.
Thank you,
HOP Customer Service
(800) 532-3607
Tuesday, October 20, 2009
Another promise...
| ||||||||
Friday, October 16, 2009
Nothing in the mail
On October 8th I received an email stating that the missing items would be sent to me.
Nothing yet. Mail is checked timely and the company has yet to fulfill the promise made.
Thursday, October 8, 2009
The results of the complaints....
Recieved the following today from the customer service department at Hooked on Phonics.
--------------------------------------------------------
RE: Customer Service
CS [CS@hop.com]
Sent:
Thursday, October 08, 2009 13:16
To: ******* ******
"Dear Customer,
Thank you for your e-mail!
I do apologize for the inconvenience. We will get the missing items out you. Now the Blue CD-ROM is not compatible with any MAC OS versions higher than 10.4. If you have any MAC version with a 10.4 or higher it will not work, and unfortunately we do not have an updated version. Once again I do want to apologize for the inconvenience. I will forward this to our corporate office incase they have not reship those items.
Thank you,
HOP Customer Service
(800) 532-3607"
-----------------------------------------------------------
Site will be updated frequently for any changes and/or actual receipt of items paid for and not received.
--------------------------------------------------------
RE: Customer Service
CS [CS@hop.com]
Sent:
Thursday, October 08, 2009 13:16
To: ******* ******
"Dear Customer,
Thank you for your e-mail!
I do apologize for the inconvenience. We will get the missing items out you. Now the Blue CD-ROM is not compatible with any MAC OS versions higher than 10.4. If you have any MAC version with a 10.4 or higher it will not work, and unfortunately we do not have an updated version. Once again I do want to apologize for the inconvenience. I will forward this to our corporate office incase they have not reship those items.
Thank you,
HOP Customer Service
(800) 532-3607"
-----------------------------------------------------------
Site will be updated frequently for any changes and/or actual receipt of items paid for and not received.
Wednesday, October 7, 2009
In a few minutes...
Next free site to enjoy the posting of my complaint:
www.my3cents.com. The complaint numbered 641** should be visible in a few minutes...
That about describes the mood
Filed a complaint at www.pissedconsumer.com. Final submission page states the ad will be visible in about one hour.
Another helpful site:
Filed complaint number 217*** at complaints.com. Hoping for resolution with receipt of the items that I paid for.
Love the Web
Filed a report at www.ripoffreport.com. Should be posted for all to see in a few hours.
Next step
The UPC code for this purchase is: 713974010660 and 713974010653.
Filed a complaint with the Better Business Bureau at http://bbb.org. It has been assigned complaint # 36043***
The phone calls and follow up email
"Hooked on Phonics KindergartenMonday, October 7, 2009 7:55 PM
From: "********* ********" <***************@********.com>View contact details
To: cs@hop.com
Below you will note a copy of the email I sent your company 2 1/2 weeks ago-- an email that I have yet to receive a response on.
After waiting for a response and receiving none, ten days ago I was finally able to get through to Customer Service (1-888-605-5055).
While contacting customer service may not seem to be a difficult task, I find that I am not having good experience with this "service".
From: "********* ********" <***************@********.com>View contact details
To: cs@hop.com
Customer Service,
Below you will note a copy of the email I sent your company 2 1/2 weeks ago-- an email that I have yet to receive a response on.
After waiting for a response and receiving none, ten days ago I was finally able to get through to Customer Service (1-888-605-5055).
While contacting customer service may not seem to be a difficult task, I find that I am not having good experience with this "service".
I dialed the number, was placed immediately into the hold pattern, after a 10-20 minute wait time on hold, an agent would pick up the phone and immediately hang up. This happened four times in a row. More than an hour later, I finally spoke with Michael who represents himself as a supervisor on the phone, reporting his ext as 605.
Michael listened to my concern re: the items missing from my box, claimed that he would take down my information and forward it to the appropriate department. He, however, did not speak as though he believed that this situation would be remedied.
After five days I again contacted the customer service center as I had not yet received a response on my email or calls and after 3 more calls was finally able to speak with Michael (who asked me to contact him directly in the future).
Michael listened to my concern re: the items missing from my box, claimed that he would take down my information and forward it to the appropriate department. He, however, did not speak as though he believed that this situation would be remedied.
After five days I again contacted the customer service center as I had not yet received a response on my email or calls and after 3 more calls was finally able to speak with Michael (who asked me to contact him directly in the future).
During that subsequent conversation it became apparent that Michael had not actually done anything to forward my concern about the items missing from my box.
Now, in Michael's defense, he did tell me that it can take 5-7 days for a response....
Today is the 7th day (from the first set of phone calls), your office has now closed, again I have had no luck with your customer service line, and I have yet to receive any type of response, (a total of 17 days later).
I ask that someone from your department would please open this email, respond to this email, and please replace the items that were not contained in the box that I received! As you can see, my contact information, as well as shipping information is listed below (in the original email).
Your Frustrated Customer,
*********"
Now, in Michael's defense, he did tell me that it can take 5-7 days for a response....
Today is the 7th day (from the first set of phone calls), your office has now closed, again I have had no luck with your customer service line, and I have yet to receive any type of response, (a total of 17 days later).
I ask that someone from your department would please open this email, respond to this email, and please replace the items that were not contained in the box that I received! As you can see, my contact information, as well as shipping information is listed below (in the original email).
Your Frustrated Customer,
*********"
The first email....
"Hooked on Phonics KindergartenMonday, September 21, 2009 2:58 PM
From: "********* ********" <***************@********.com>View contact details
To: cs@hop.com
To whom it may concern;
My son received a gift of the Hooked on Phonics Learn to Read Kindergarten several months ago. Yesterday he expressed an interest in opening it (after quite a while in prompting) when we opened the package according to the list of items enclosed we are missing:
* the yellow disk one
* the yellow Aa a apple flash cards.
*The Blue Hooked on Phonics *Learn to Read* CD that is inside the User's Guide pamphlet does not work on my Mac as it states it should. I run the Leopard operating system.
Everything else is enclosed, in new shape, and does not appear to be damaged/used.
Could you please send us the items that are missing so that he can use this gift?
Thank you,
******* *****
From: "********* ********" <***************@********.com>View contact details
To: cs@hop.com
To whom it may concern;
My son received a gift of the Hooked on Phonics Learn to Read Kindergarten several months ago. Yesterday he expressed an interest in opening it (after quite a while in prompting) when we opened the package according to the list of items enclosed we are missing:
* the yellow disk one
* the yellow Aa a apple flash cards.
*The Blue Hooked on Phonics *Learn to Read* CD that is inside the User's Guide pamphlet does not work on my Mac as it states it should. I run the Leopard operating system.
Everything else is enclosed, in new shape, and does not appear to be damaged/used.
Could you please send us the items that are missing so that he can use this gift?
Thank you,
******* *****
************
*********, UT *****"
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