jeff kushner
Well-Known Member
Zenni uses AI for their customer service! Can you tell? No, it's not the language nuances....
Hi Jeff,
We are very sorry about your experience with this order. We remade glasses #414012 for you and the order number is # o60178209**. And we will rush the new order and send glasses to you as soon as possible.
Casey H. | Customer Service
Sorry for the inconvenience caused to you. We have checked the attached pictures and concerning your case, we can remake the glasses at no additional cost for you. Would you like that?
Casey H. | Customer Service
************************************
Happy 4th!
I bought these glasses just before a trip to Jamaica. I was happy they arrived in time but as soon as I removed them from the green plastic case and tried to open them, a lens popped out. Even the white buffing compound still covering the lens! No QC?
There was very little ridge to capture the frame but since the screw was already stripped by the assembler, I had no choice but to pop it back in. Of course that didn't last. As you can see, the lens wasn't even cut properly to fit the frame.
My last pair from Zenni lasted 6 years, these didn't make 6 minutes!
How do you guys want to handle this?
Know what AI means? LOL....free automatic replacements! For me, it means no muss no fuss.
All these firms that use AI for it have to program in a level of actionable service that will homogenize the complaints: "1 solution to cover 95% of complaints". That solution is ALWAYS to "replace" on complaint. I talk to these guys on line, the guys who do this stuff....it's nearly universal in the application approach.
Here's where ethics step in.......
There are a lot of folks buying very expensive items and getting two.........because they know this. I read their comments too online.
It's ALWAYS cheaper for the company to replace than to accept returns. Many on line retailers are buried in "returns" to the point where Walmart was going to just dump them all in a hole and Target(for whom we are completing their Return center outside DC) was going to tell folks to "keep it"! They know what will happen though................
As I said, let your conscious be your guide......
"The MO you know"
Hi Jeff,
We are very sorry about your experience with this order. We remade glasses #414012 for you and the order number is # o60178209**. And we will rush the new order and send glasses to you as soon as possible.
Casey H. | Customer Service
Hi Jeff,Good morning Casey,
I'm not sure I have confidence that they will do it differently this time but I have a local appointment setup for the 25th to get glasses. If Zenni can get me a real pair by then, I will cancel the appointment. If not" then a refund of my credit card would be in order.
Fair enough?
Thanks,
Jeff
Sorry for the inconvenience caused to you. We have checked the attached pictures and concerning your case, we can remake the glasses at no additional cost for you. Would you like that?
Casey H. | Customer Service
************************************
Happy 4th!
I bought these glasses just before a trip to Jamaica. I was happy they arrived in time but as soon as I removed them from the green plastic case and tried to open them, a lens popped out. Even the white buffing compound still covering the lens! No QC?
There was very little ridge to capture the frame but since the screw was already stripped by the assembler, I had no choice but to pop it back in. Of course that didn't last. As you can see, the lens wasn't even cut properly to fit the frame.
My last pair from Zenni lasted 6 years, these didn't make 6 minutes!
How do you guys want to handle this?
Know what AI means? LOL....free automatic replacements! For me, it means no muss no fuss.
All these firms that use AI for it have to program in a level of actionable service that will homogenize the complaints: "1 solution to cover 95% of complaints". That solution is ALWAYS to "replace" on complaint. I talk to these guys on line, the guys who do this stuff....it's nearly universal in the application approach.
Here's where ethics step in.......
There are a lot of folks buying very expensive items and getting two.........because they know this. I read their comments too online.
It's ALWAYS cheaper for the company to replace than to accept returns. Many on line retailers are buried in "returns" to the point where Walmart was going to just dump them all in a hole and Target(for whom we are completing their Return center outside DC) was going to tell folks to "keep it"! They know what will happen though................
As I said, let your conscious be your guide......
"The MO you know"