45 Minutes on Hold

[Star]

I had to call customer service to fix an order I placed for myself. I was on hold for 45 minutes before I lost all patience and hung up. I can't believe how bad it is. If that is true about the call center, and that picture is true, they must do 100k orders per week if it is that busy

[redex]

Remember? They are soliciting phone orders. The phone only rings when it is hung up smileys/smiley4.gif





(the previous comments are only the opinions of redex and should not be taken to offense)

[rxmary]

I had the same problem last week when I ordered some meds. I ended up cancelling my order from my own site and ordering elsewhere. LOL

[phalaris]

Here is from Theo's email:


"We are still experiencing some peak times where the number of calls exceed the capabilities but we are hoping that most of those customers will revert to email and feedback for their call."


A nice way to say our customer support still sucks.

[Star]

excuses, excuses. Supposedly the phone order takers (solicitors) are a completely seperate center. I think they need to concentrate on calling and fixing unapproved orders first. That should be #1 priority.

[redex]

<TABLE cellSpacing=0 cellPadding=0 width="95%" align=center>
<T>
<TR>
<TD class=bold>phalaris wrote:

<TABLE cellSpacing=0 cellPadding=1 width="100%" bgColor=#999999>
<T>
<TR>
<TD>
<TABLE cellSpacing=0 cellPadding=2 width="100%" bgColor=#ffffff>
<T>
<TR>
<TD class=text>


Here is from Theo's email:


"We are still experiencing some peak times where the number of calls exceed the capabilities but we are hoping that most of those customers will revert to email and feedback for their call."


A nice way to say our customer support still sucks.


</TD></TR></T></TABLE></TD></TR></T></TABLE></TD></TR></T></TABLE>





That is verbatim from emails sent out two weeks ago. I hope that wasn't recent.


Looking at today's webcam shot of the CS center, they still have a lot of empty seats http://www.rxaffiliateforum.com/smileys/smiley3.gif


http://tss.eapps.com/callcenteroutbound2.jpg

[phalaris]

excuses, excuses. Supposedly the phone order takers (solicitors) are a completely seperate center. I think they need to concentrate on calling and fixing unapproved orders first. That should be #1 priority.


EVA is not in this game for long term. They are concentrating on calling for more orders at the cost of existing customers, a way to make most money as fast as they can even if it means many unhappy customers. Any business that is planning to play for long term attempt to hold on to existing customers first because acquiring a new customers costs much more than servicing an existing customer.


BTW i'm getting credit for phone reorders for anew site that went online last monthand got just 1 order in last 1 month. The reorders are for Soma an Ambien, theproducts that I have never ever sold before. I wonder what the reorders are for when I never had any customers for Soma and Ambien before but I'm not complaining cause it is extra commission for me.

[phalaris]

&gt;&gt;That is verbatim from emails sent out two weeks ago. I hope that wasn't recent.


That is from the email dated 10/22/2003.

[DaveM]

Webcam shot??? What's that URL redex?

[DEWIE42]

Yeah redex whatcha talking about post it mansmileys/smiley8.gif

[redex]

LOL


http://tss.eapps.com/callcenteroutbound2.jpg

[mmarulkamm]

somewhere i have read that they receive 2500 or more calls a day


on this picture i see more than 300 computers


one computer for 8 calls


this is not real


hahaha can you se someone who usese the phone?


no


they are surfing the web

[Star]

Yea, it looks like there are 50-100 people. That's only 50-100 calls per person per day. Doesn't sound like that makes for 2 hour waits

[stevie]

callcenteroutbound.jpg ??


where is callcenterinbound.jpg ... should be a MUCH BIGGER ROOM