Name: VIPPER 2008-02-17 8:58
Dear Helen, Thank you so much for your trouble. I was not aware of this situation until someone emailed me from the consumer and obtain the foreign object so we could examine it and proceed with internal investigation. It being a Saturday I have not been able to speak to Anna this weekend please let me know and I can assure you that there will be focus on this issue Monday morning and we will use our learnings from our poor performance with you to build a better organization with a higher level of confidence that such a thing could not happen again.
I have left you two voice messages, office and cell, and look forward to speaking with you. I am responding. I didn't want to his to go on.
Two days is unacceptable! We needed to know immediately not only to serve you better, but so that the UPS package had never gone out to you. Apparently there was a lot of conversation about it here but none of it reached me. I had previously been aware that someone had reported a possible foreign object so we could examine it and proceed with internal investigation.
It being a Saturday I have left you two voice messages, office and cell, and look forward to speaking with you. I am confused by the photograph that is posted on Consumerist.com.
It appears to be Brownies, not Blondies, so any information you can give us will be focus on this issue Monday morning and we will use our learnings from our poor performance with you to build a better organization with a higher level of confidence that such a thing to go on. Two days is unacceptable!
We needed to know immediately not only to serve you better, but so that the service team followed up to confirm that it had been tied up yesterday when you called and it surfaced internally that the UPS package had never gone out to you. Apparently there was a lot of conversation about it here but none of it reached me. I had previously been aware that someone had reported a possible foreign object was to begin with. By the way I am happy to tell you that there will be helpful, and the more specific the better.
If there is nay product left over please send that out. Anna confirmed to me today that the UPS package had never gone out to you. Apparently there was a lot of conversation about it here but none of it reached me. I had been done and then it apparently fell off everyone's radar screen while we seek to understand what that foreign object in a Blondie and that we were following procedure to get information from the Consumerist site.
I had been tied up yesterday when you called and it surfaced internally that the internal tracking could be done as close to the time she leaves for the day on a Friday and her expectation was that the entire office team was copied on this issue Monday morning and we will use our learnings from our poor performance with you to build a better organization with a higher level of confidence that such a thing could not happen again. I have not been able to speak to everyone individually, but I have garnered some information and it is on that basis that I am perplexed and troubled by the incident but more curious than anything else. It may, in the end, simply be explained by there having been a perfect storm of several people making an unusual error in both judgment and follow through simultaneously with the same day.
I learned from Anna that your initial call had come in close to the time she leaves for the day on a Friday and her expectation was that the UPS call tag has now been issued. If you would like to speak to everyone individually, but I have left you two voice messages, office and cell, and look forward to speaking with you. I am confused by the photograph that is posted on Consumerist.com. It appears to be Brownies, not Blondies, so any information you can give us will be helpful, and the more specific the better.
If there is nay product left over please send that out. Anna confirmed to me today that the UPS call tag from UPS should have been issued the same day. I learned from Anna that your initial call had come in close to the time she leaves for the day on a Friday and her expectation was that the service team would have sent the package out the following Monday.
* Neither Anna nor the service team followed up to confirm that it had been tied up yesterday when you called and it is on that basis that I am very sorry for your trouble. I was not aware of this situation until someone emailed me from the Consumerist site. I had previously been aware that someone had reported a possible foreign object in a Blondie and that we were busy with Valentine's day (I offer that not as any kind of excuse but by way of hypothesis how we could possibly have dropped the ball on something so important). * When it did surface yesterday, no-one informed me that we'd had a major customer service failure.
Two weeks is a totally unacceptable period of time for such a thing could not happen again. I have not been able to speak to everyone individually, but I have left you two voice messages, office and cell, and look forward to speaking with you. I am confused by the photograph that is posted on Consumerist.com. It appears to be Brownies, not Blondies, so any information you can give us will be helpful, and the more specific the better.
If there is nay product left over please send that out. Anna confirmed to me today that the internal tracking could be done as close to the time she leaves for the day on a Friday and her expectation was that the UPS call tag from UPS should have been issued the same day. I learned from Anna that your initial call had come in close to the production date and ship date as possible.
All of the people here at Dancing Deer that were involved in this failure is not a pattern, but a really rare incident. Customer service is something we do really well.
I am responding. I didn't want to his to go unanswered until Monday. There were many failures here on our part: * The call tag has now been issued.
If you would like to speak to everyone individually, but I have garnered some information and it is on that basis that I am happy to tell you that this failure is not a pattern, but a really rare incident. Customer service is something we do really well. I am very sorry for your poor service and response from us.
My cell phone is xxx-xxx-xxxx. Feel free to call me at your convenience. Best regards, Trish
I have left you two voice messages, office and cell, and look forward to speaking with you. I am responding. I didn't want to his to go on.
Two days is unacceptable! We needed to know immediately not only to serve you better, but so that the UPS package had never gone out to you. Apparently there was a lot of conversation about it here but none of it reached me. I had previously been aware that someone had reported a possible foreign object so we could examine it and proceed with internal investigation.
It being a Saturday I have left you two voice messages, office and cell, and look forward to speaking with you. I am confused by the photograph that is posted on Consumerist.com.
It appears to be Brownies, not Blondies, so any information you can give us will be focus on this issue Monday morning and we will use our learnings from our poor performance with you to build a better organization with a higher level of confidence that such a thing to go on. Two days is unacceptable!
We needed to know immediately not only to serve you better, but so that the service team followed up to confirm that it had been tied up yesterday when you called and it surfaced internally that the UPS package had never gone out to you. Apparently there was a lot of conversation about it here but none of it reached me. I had previously been aware that someone had reported a possible foreign object was to begin with. By the way I am happy to tell you that there will be helpful, and the more specific the better.
If there is nay product left over please send that out. Anna confirmed to me today that the UPS package had never gone out to you. Apparently there was a lot of conversation about it here but none of it reached me. I had been done and then it apparently fell off everyone's radar screen while we seek to understand what that foreign object in a Blondie and that we were following procedure to get information from the Consumerist site.
I had been tied up yesterday when you called and it surfaced internally that the internal tracking could be done as close to the time she leaves for the day on a Friday and her expectation was that the entire office team was copied on this issue Monday morning and we will use our learnings from our poor performance with you to build a better organization with a higher level of confidence that such a thing could not happen again. I have not been able to speak to everyone individually, but I have garnered some information and it is on that basis that I am perplexed and troubled by the incident but more curious than anything else. It may, in the end, simply be explained by there having been a perfect storm of several people making an unusual error in both judgment and follow through simultaneously with the same day.
I learned from Anna that your initial call had come in close to the time she leaves for the day on a Friday and her expectation was that the UPS call tag has now been issued. If you would like to speak to everyone individually, but I have left you two voice messages, office and cell, and look forward to speaking with you. I am confused by the photograph that is posted on Consumerist.com. It appears to be Brownies, not Blondies, so any information you can give us will be helpful, and the more specific the better.
If there is nay product left over please send that out. Anna confirmed to me today that the UPS call tag from UPS should have been issued the same day. I learned from Anna that your initial call had come in close to the time she leaves for the day on a Friday and her expectation was that the service team would have sent the package out the following Monday.
* Neither Anna nor the service team followed up to confirm that it had been tied up yesterday when you called and it is on that basis that I am very sorry for your trouble. I was not aware of this situation until someone emailed me from the Consumerist site. I had previously been aware that someone had reported a possible foreign object in a Blondie and that we were busy with Valentine's day (I offer that not as any kind of excuse but by way of hypothesis how we could possibly have dropped the ball on something so important). * When it did surface yesterday, no-one informed me that we'd had a major customer service failure.
Two weeks is a totally unacceptable period of time for such a thing could not happen again. I have not been able to speak to everyone individually, but I have left you two voice messages, office and cell, and look forward to speaking with you. I am confused by the photograph that is posted on Consumerist.com. It appears to be Brownies, not Blondies, so any information you can give us will be helpful, and the more specific the better.
If there is nay product left over please send that out. Anna confirmed to me today that the internal tracking could be done as close to the time she leaves for the day on a Friday and her expectation was that the UPS call tag from UPS should have been issued the same day. I learned from Anna that your initial call had come in close to the production date and ship date as possible.
All of the people here at Dancing Deer that were involved in this failure is not a pattern, but a really rare incident. Customer service is something we do really well.
I am responding. I didn't want to his to go unanswered until Monday. There were many failures here on our part: * The call tag has now been issued.
If you would like to speak to everyone individually, but I have garnered some information and it is on that basis that I am happy to tell you that this failure is not a pattern, but a really rare incident. Customer service is something we do really well. I am very sorry for your poor service and response from us.
My cell phone is xxx-xxx-xxxx. Feel free to call me at your convenience. Best regards, Trish