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Phone Call Weirdness

Discussion in 'Picture Framing Business Issues' started by shayla, Apr 4, 2018.

  1. shayla

    shayla WOW Framer

    LJ: "We are currently helping other customers at this time." (Doesn't currently mean 'at this time'?)

    ROMA: "When you combine great people, a leading brand and an insanely great culture, magical things happen!" (The vision speak is tolerable, but when it's interrupted every thirty seconds by a loud apology for the delay, those along with the background music have me feeling like Bill Murray in Groundhogs Day in short order. After five minutes of the barrage, I had to hand the phone to our helper to hold the line before I dropped the phone in the bathtub).

    PFM: First we got an e-mail warning our subscription was due to expire. Now, we get an e-mail that it's expiring this month and will be kaput. Called Hubby to ask if he'd gotten my forward of the first one. Yes, and the check cleared in mid-March. Called the online number and got a message saying to push '3' for PFM, pushed it, and nothing happened. Then, it said, 'Goodbye!' and hung up. Tried hitting 'redial' on our phone, but it didn't work, so had to search. Called back and pushed '3' as fast as I could, which got me to the PFM line. That said 'if you're calling about your subscription, hang up and dial xxxxxx number'. Hung up and dialed that. Got a lovely lady who said that our resubscription is good. I asked why, then, the warning e-mail, and she said those are automatically generated, and that system doesn't know if we've responded. (Let it here be noted that, as good as PFM is, such suffering is a small price to pay for a great read.)

    I would write something funny, but I have currently have some insanely great framing to do. At this time.
     
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  2. Rick Granick

    Rick Granick SPFG, Supreme Picture Framing God

    OK, I get the insane part...
    :cool: Rick

    Screen shot 2018-04-04 at 2.37.22 PM.png
     
    shayla likes this.
  3. Paul Cascio

    Paul Cascio SGF, Supreme Grumble Framer

    As with all businesses, there are peak periods and slack time. I understand your frustration, but you may want to try changing the time you make your calls.

    BTW, there's a great service called gethuman.com that let's you reduce or avoid waiting on hold. And it's Free. Probably won't work for vendors in our industry, but for airlines, cable TV, etc., it's awesome.
     
    shayla likes this.
  4. shayla

    shayla WOW Framer

    We tried Roma again this morning, and after ten minutes of the message gave up. I chose something different with our customer. I wonder if they're having weather trouble.
     
  5. tedh

    tedh PFG, Picture Framing God

    At this point in time, as we speak, right now, at the moment, Roma sent out an email saying they've been hacked, and service will be affected.

    OK, it was earlier today, but that isn't as funny.
     
    shayla likes this.
  6. prospero

    prospero SPFG, Supreme Picture Framing God

    Funny thing but yesterday I wanted to download the last three invoices from my cellphone account.
    Done this lots of times before. There are two tabs: 'Personal' and 'Business'. Mine's a business account
    so I clicked on 'Business' and then 'Log In'. it switched right over to 'Personal' and rejected my details.
    o_O
    Tried a few times and them decided to ring the 'Helpline'. :confused:

    I did mange to get a human being who was, it has to be said, helpful.
    I explained that I couldn't get the business log-in field and that it kept switching back to personal.
    The nice girl said "Oh yes, it's been doing that a lot lately. Which was honest. :D
    Anyway, the job got sorted - until the next time.

    This particular company is very big. They handle broadband, landlines and all that stuff. Their website
    can only be described as shambolic. It seems every time I try to access an account it turns into a day's job.
    Well an hour or two anyway.... As their trade is IT I find this not a little ironic. :rolleyes:
     
  7. shayla

    shayla WOW Framer

    Any day you can mange to get a helpful human being is a good day.
     
    prospero likes this.
  8. prospero

    prospero SPFG, Supreme Picture Framing God

    True enough. :D

    It's the ones who want to save you money that you have to beware of. o_O
     
    shayla likes this.
  9. PghFrmr

    PghFrmr Grumbler in Training

    4DFB4458-7321-417B-9564-D298DD14BC4A.jpeg

    We are kind of done with Roma. After many years of success selling their line most of our favorite mouldings are discontinued or the finishes are so vastly different that we barely recognize them. Combined with their inability to keep a sales rep in our area (Southwest Pennsylvania), declining quality contol and availability, and that ridiculous attempt to copy Apples corporate culture, the number of Roma samples in our shop have dwindled to maybe a handful.

    Don’t even ask me about the time we ordered a 48 x 96, 5” olive veneer frame from Roma. They were out of stock in New Jersey and only had inventory in LA. The profile was to big for us to cut on our CTD saw, so Roma charged US freight from LA to their facility in New Jersey, where the moulding could be chopped then shipped again, to us in Pittsburgh. Needless to say, we were charged for the second leg of shipping, as well. Once the job was completed and our customer had the frame hanging in their home I called Roma and negotiated the shipping from LA to New Jersey down to half. What really irks me is that, not only did the whole transaction take a couple hours of my time, but that they put me in a position where I had to negotiate all that to begin with.
     
    Last edited: Apr 6, 2018
  10. David Waldmann

    David Waldmann SGF, Supreme Grumble Framer

    I would need a little more description than that. Although sometimes I can fairly accurately guess a rough meaning from context. Which I will do (not that it does me any "good") unless/until further enlightened. I just don't feel like pressuring Mr Google at this time of day.
     
  11. prospero

    prospero SPFG, Supreme Picture Framing God

    Well, lets see. Have a stroll around and draw your own conclusions. :D

    https://ee.co.uk/id/login

    Bear in mind that at one time I had four accounts with them. :confused:
     
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