Wednesday, October 7, 2009
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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