MY NEW WHIRLPOOL REFRIDGERATOR
Saturday, January 1, 2011 at 4:18PM Customer Service,
When I placed order #0147216948, I was signing up for the automatic water filter subscription service, not ordering a water filter. Please do not ship me a water filter at this time. Please ship my first water filter in 12 months per my reoccurence settings, and then every 12 months after that. Please do not charge my credit card until right before you ship me the first filter. Please confirm the two action items in this paragraph will be performed.
Additionally, you should make signup to this service less confusing. The point of a water filter subscription service is to allow the customer to not have to remember to order the filter. You've included marketing material (part #INSTR7079 0507) on this program with all of your new refridgerator purchases. You should be trying to capture all of your customers upon purchase. If I have to wait until I need my first new filter to remember to purchase one, you've forced me to have to remember to replace it, destroyed all the value in the program, and failed to capture me upon purchase.
Finally, like many major corporations with customer service operations, you are using an IVR system to cut down on the number of customer service representatives you need to employ and to shorten the length of each customer service transaction by capturing information from the customer prior to connection to an employee. This system makes a lot of financial sense. However, if a customer is calling from an area with a lot of background noise, the system fails and makes it impossible to proceed through the system. In my case, my son was speaking in the background which caused the IVR system to fail on every prompt. I repeatedly pressed '0' to skip the IVR, but this did not allow me to proceed without at least some IVR collected responses. Additionally, once I suffered through this process, I was told that the customer service department was closed. If you are closed, you should advise customers upfront, so they don't suffer through the IVR if what they need to do absolutely requires a human interaction.
Thanks.
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