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Thread: From A Customer Service Rep

  1. #71

    Re: From A Customer Service Rep

    Lots of good info. on returns of unwanted goods here:

    Returning Unwanted Goods - CT Has the Worst Policies

    Lots of good info. on returns of defective goods here:

    Sale of Goods Act

    Here, too:

    "Repair Only Warranty" - No Refund, No Exchange

    Bottom line: CT policies suck, compare to other retailers.

  2. #72
    CT Customer Service Clerk
    Guest CT Customer Service Clerk's Avatar

    Re: From A Customer Service Rep

    Hey there,

    It's the same guy who posted this 2 years ago. Still with CTC, except in a different store now, and in the summer months am a Garden Centre/Seasonal manager. After being in a few stores, the most recent especially, I've learned that the best way to do business is serve the customer. As long as we (the store), get our credit... we're going to help you out. As long as you're completely honest with us, we're going to help you out.

    You used a vacuum cleaner, but didn't like how it worked? Most stores would tell you you can't return that since you used it. Well, not necessarily. If you come to me with that, and you're clearly honest that you used it once and it's just not doing the job, and you purchased it within 90 days, I won't just shut you down. Instead, I'll write it off as "defective". The store will still get the credit, and you get what you want (exchange or refund, your choice). After 90 days? I'll still do it for you, but most of these people are dishonest and trying to take advantage of a current sale. But whatever, we've probably made a lot of money off of you as a loyal customer, so I'll still take care of you. After 90 days, I'll give you an exchange. You want a refund? Sorry, can't do that after 90 days on a used and not necessarily defective item, but I'll still write it off as defective and give you a Canadian Tire giftcard for your next purchase.

    Repair only warranty? No big deal. Most stores tell their customers that it's a repair only warranty. They're right, it is. But there are ways around that. I can take back the defective lawn mower or whatever this thing is, I'll get it repaired, and I'll sell it again at a reduced price. You see, I can claim the amount we had to take off of the price of the lawn mower through the corporation, with a simple "code 55" on the adjustacard. I can also get a full credit on the lawnmower from corporation, simply by putting a "code 50" on an adjusta card. No big deal. Same rule applies as before. If the purchase was recent, here's your refund, or you can exchange it. After 90 days, if repair isn't something you want to go through, I'll do an exchange.

    The truth is, there is always a way around the policy for both the store and the customer. I'll tell you guys right now with full sincerity, every CT dealer wants their managers to do the best they can for the customer, such as the avenues discussed above. But, unfortunately, most managers don't get paid that well and many are extremely small minded. They follow the policy to the letter, at their own peril.

    If you have a situation, and are wondering how it can be resolved, post it here. Go back to your Canadian Tire store that's giving you trouble and show them how it can work. There is always a way.

    The one rule I always stress is the "receipt" or "proof of purchase". Tough to get around that one. However, if you purchased it by debit or credit, we can search it in the system within a certain amount of time. If you have a statement from your bank or credit card company, I'll accept that too. I need something to show me you bought this product, as theft and then then attempted returns are becoming more and more prevalent.

  3. #73
    CT Customer Service Clerk
    Guest CT Customer Service Clerk's Avatar

    Re: From A Customer Service Rep

    Quote Originally Posted by CT Customer Service Clerk View Post
    Hey there,

    It's the same guy who posted this 2 years ago. Still with CTC, except in a different store now, and in the summer months am a Garden Centre/Seasonal manager. After being in a few stores, the most recent especially, I've learned that the best way to do business is serve the customer. As long as we (the store), get our credit... we're going to help you out. As long as you're completely honest with us, we're going to help you out.

    You used a vacuum cleaner, but didn't like how it worked? Most stores would tell you you can't return that since you used it. Well, not necessarily. If you come to me with that, and you're clearly honest that you used it once and it's just not doing the job, and you purchased it within 90 days, I won't just shut you down. Instead, I'll write it off as "defective". The store will still get the credit, and you get what you want (exchange or refund, your choice). After 90 days? I'll still do it for you, but most of these people are dishonest and trying to take advantage of a current sale. But whatever, we've probably made a lot of money off of you as a loyal customer, so I'll still take care of you. After 90 days, I'll give you an exchange. You want a refund? Sorry, can't do that after 90 days on a used and not necessarily defective item, but I'll still write it off as defective and give you a Canadian Tire giftcard for your next purchase.

    Repair only warranty? No big deal. Most stores tell their customers that it's a repair only warranty. They're right, it is. But there are ways around that. I can take back the defective lawn mower or whatever this thing is, I'll get it repaired, and I'll sell it again at a reduced price. You see, I can claim the amount we had to take off of the price of the lawn mower through the corporation, with a simple "code 55" on the adjustacard. I can also get a full credit on the lawnmower from corporation, simply by putting a "code 50" on an adjusta card. No big deal. Same rule applies as before. If the purchase was recent, here's your refund, or you can exchange it. After 90 days, if repair isn't something you want to go through, I'll do an exchange.

    The truth is, there is always a way around the policy for both the store and the customer. I'll tell you guys right now with full sincerity, every CT dealer wants their managers to do the best they can for the customer, such as the avenues discussed above. But, unfortunately, most managers don't get paid that well and many are extremely small minded. They follow the policy to the letter, at their own peril.

    If you have a situation, and are wondering how it can be resolved, post it here. Go back to your Canadian Tire store that's giving you trouble and show them how it can work. There is always a way.

    The one rule I always stress is the "receipt" or "proof of purchase". Tough to get around that one. However, if you purchased it by debit or credit, we can search it in the system within a certain amount of time. If you have a statement from your bank or credit card company, I'll accept that too. I need something to show me you bought this product, as theft and then then attempted returns are becoming more and more prevalent.
    I should clarify, I'm the same guy who started this thread two years ago.

    Ask away with any current dilemmas, I can help you out. If you have past dilemmas, I can tell you what could have been done.

  4. #74

    Re: From A Customer Service Rep

    Can you please clarify if you are the same guy who started this thread 2 years ago?

    Because I'd like to know if there are two guys who know squat about the policies of Crappy Tire, and zero about the policies of the other major Canadian retailers.

    Or, are there two clued-out guys who keep posting the same mis-information on this thread?

  5. #75
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    Re: From A Customer Service Rep

    Quote Originally Posted by Unregistered View Post
    Can you please clarify if you are the same guy who started this thread 2 years ago?

    Because I'd like to know if there are two guys who know squat about the policies of Crappy Tire, and zero about the policies of the other major Canadian retailers.

    Or, are there two clued-out guys who keep posting the same mis-information on this thread?
    Where am I wrong? Give me a hypothetical, anything... and I'll tell you how it should be handled by the manager approached with it.

  6. #76

    Re: From A Customer Service Rep

    Where are you wrong? Too many places to count.

    Here's a start:

    "As long as we (the store), get our credit... we're going to help you out."

    There are numerous reports, on this site and on others, where customers haven't been 'helped out'. I've seen it myself, and heard similar cases from people I know. Maybe some customers get help, but many do not. And the lame policies facilitate this.

    "As long as you're completely honest with us, we're going to help you out."

    See above. Lots of honest, innocent people get screwed over, in ways that are supported by the store's own, crappy policies, and wouldn't have happend at any other retailer.

    "Most stores would tell you you can't return that since you used it."

    Not true. Every major retailer will let you return it if you are not happy, and can show that you bought it recently from them.

    Maybe you don't follow the official policies, but Crappy Tire is the only one with a policy to refuse returns on items customers purchased but are not satisfied with.

    "After 90 days, I'll give you an exchange."

    Crappy Tire's policy is not to give exchanges after 90 days, even on items that are unused or even unopended. Maybe you do things differently, but that's the policy.

    "Repair only warranty? No big deal. "

    A VERY big deal. Many customers report being stuck waiting for a repair for weeks or even months on a product they just bought, which didn't even work, right out of the box. If the product turns out to be poorly designed, they are lucky if they even get an exchange for an identical, crappy product. Maybe you do things differently, but many customers aren't able to get a refund, and can't apply that refund to a better model or make. It's a big deal to them (check out the "Simonz Scam" thread).

    "Most stores tell their customers that it's a repair only warranty."

    Most major retailers haven't even heard of this. Most will take back products that are unwanted or defective. Costco, Walmart Sears, and Home Depot, for starters.

    "If the purchase was recent, here's your refund, or you can exchange it. After 90 days, if repair isn't something you want to go through, I'll do an exchange. "

    Again, maybe you do things differently, but there's nothing in the policy of Crappy Tire that compels stores to do this.

    "The truth is, there is always a way around the policy for both the store and the customer."

    The truth is, Crappy Tire stores don't have to exceed the basic policy if they don't want to. Unlucky customers who relied on statements like yours, and bought from Crappy Tire, can easily find themselves stuck with unwanted or defective goods, with no recourse except a complaint or maybe a lawsuit.

    "every CT dealer wants their managers to do the best they can for the customer"

    We've heard from many self-declard dealers, who only want to make money, and if that means screwing over customers, then that's what they'll do. You can read their opinions on this site for yourself.

    "If you have a situation, and are wondering how it can be resolved, post it here. Go back to your Canadian Tire store that's giving you trouble and show them how it can work. There is always a way. "

    Interesting. You are suggesting that all 30 million Canadians should educate themselves on the ins and outs of Crappy Tire's internal polices, in order to teach the Crappy People how to give them a fair shak, when the store screwed up. A fascinating plan, but not very realistic.

    Here's another idea: how about you share your special knowledge with the 400 or 500 other dealers, so that they do their jobs right in the first place? Might be more efficient. 33,000,000 people learn this from you on this web site, or 500 people lean this from you somewhere else. Hey, just an idea.

    In the meantime, I think it's better to just teach Canadians that Crappy Tire sucks, and that they are safer to take their business elsewhere, because of the hassles they could face at the hands of ignorant/lazy dealers.

    There's more, but I'm sure you get the idea.

  7. #77

    Re: From A Customer Service Rep

    Quote Originally Posted by CT Customer Service Clerk View Post
    I should clarify, I'm the same guy who started this thread two years ago.

    Ask away with any current dilemmas, I can help you out. If you have past dilemmas, I can tell you what could have been done.
    Here's a case, posted just tonight.

    The store's at Major Mac in Markham:

    CT employee's rudeness

    Let us know how your intervention on behalf of these innocent Canadian consumers goes!

  8. #78
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    Re: From A Customer Service Rep

    Quote Originally Posted by unregistered View Post
    "finally, please stop bitching at me at the customer service counter. I didn't make these rules, it's just my job to enforce them."

    i can't believe this is coming from a customer service rep. Now i understand why ct created some many unhappy customers. Being a customer service rep myself, the first the goal is to "make sure no customer leave the store with an unhappy face". And if you are looking for a job to "enforce the rules", please quit ct and join rcmp. If i can't make customer completely satisfied, i would apologize to customer, simply say "sorry, i don't have the authority to do that, but wait, let me talk to my manager and see what we can do for you". That's exactly what lack with my experience with ct.
    Anyway, it doesn't really matter to me anymore. I will never ship at ct again, and i wish one day ct will be under a new management with better attitude.
    oh shit guys!!! Look out! He's never going to ship again! He's returning his boat because of canadian tire! The bastards!

  9. #79
    Posted by an unregistered user Angry CT Guy's Avatar
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    Re: From A Customer Service Rep

    Quote Originally Posted by Unregistered View Post
    oh shit guys!!! Look out! He's never going to ship again! He's returning his boat because of canadian tire! The bastards!
    WTF? What is that?

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