2 May, 2020 → by ClaimboUser115136
To comment on several years of buying Shark products

4

I'm finally writing to apprise you of what was, at the time, an untenable situation: I've used Shark products for ~10 years &;;;; have referred several customers. In late Dec, 2016 ordered your Upright Lift Away Vacuum. I was so impressed with it that my son. Who owns a Dyson, bought the same 1 for his wife. However I didn't receive the Vac till May of 2017! Upon inquiry in later Jan.I was told it was dropped off 2 weeks prior! I learned my street name was misspelled by 1 letter; & also learned Shark switched from UPS to FED EX for shipping. Upon advising your Cust Serv. Rep. that FedEx obviously erred on spelling of my street name when entering it into their system, she tried to tell me that wasn't possible. Upon learning it was dropped off at 3 "BEDFORD" St instead of 3 BRADFORD I googled the incorrect spelling of my address & up popped " 3 Bedford St" Because I had 2 packages sent to that exact address in the past I always confirm to assure the Co. has my street spelling correct. Years ago someone at that address actually claimed to be ne, signed my name & kept the package! I was furious to learn this happened yet again: Fed Ex driver obviously googled my address with incorrect spelling, 3 Bedford came up &; he didnt bother to see if I was registered at that address! When I informed Shark C S the Vac was clearly stolen, the response was " oh well, its insured" . I even spoke to 3 different C S. Supervisors & found them equally poorly qualified for the position: they refused to concede that if they DID NOT coordinate with Fed Ex, regardless of the fact SHARK has my address correctly spelled there's a good chance the same situation will recur when res hipped! After trying for several days to find a Shark Rep with the Common Sense to HEAR what I was explaining I gave up & had them reship my Cac: AGAIN, it was dropped off at 3 Bedford St!! Subsequent attempts over a few weeks to speak to a qualified Shark C.S. Rep. were futile. I reluctantly let them send it for the THIRD TIME & the result wasn't much better. I had by then contacted Fed Ex & apprised them that their driver obviously Googled my misspelled address & TWICE dropped a vacuum off at the address that came up without bothering to confirm if there was in fact a person by my name AT the address!. Though I found FedEx C S. Reps to be more mindful that this is a serious situation that tells us the level of " lazy- mindedness" that prevails today is very troubling, for to be, a 13 year old should have the common sense to check further before dropping of an appliance on someone's doorstep! You don't want to hear how many times your Reps-- & Supervisors said " oh well; its insured". After the THIRD Vac Was returned to Shark I tried AGAIN! Unable to reach a CORPORATE Supe for Shark I instructed 1 of your Supes to NOT reship it till they heard from a Shark Corporate Leader. I turned to Fed Ex Corporate & found I easily reached a Corp. C S. Rep She was appalled by the details of my experience. I told her exactly what I told YOUR Supe after the first Vacuum was stolen: rhat i had the same experience with 2 prior shipments over the prior 20 years; that address is in a poor neighborhood & when you're arrogant enough to sign another"s name to steal a package, you're capable of anything! I told her Insurance aside, Fed Ex SHOUlD file a Police Report & charge them with theft, aware that, absent signature. They photograph the package & drop-off point. During our conversation the Fed Ex Rep was able to change the incorrect spelling of my address & she followed through to insure it was reshaped to me. I received it ~ mid-April- early May. I'm writing to you NOW because though I reached out to Shark regarding this issue I never received any response. I've spent years researching for a book Ice begun writing about the disturbing trends in YS Society. Though you are a Canada- based Corp. I found my experience with the poor quality of employee I dealt with from Shark to mirror my experiences with US Cos.. Micri- management began when greedy Corps rushed to open overseas call centers, hiring people who'd mostly traveled on foot for days to apply for these positions & who slept in a line outside the center for 2, 3 additional days to wait their turn to apply for positions that paid slave labor wages by US standards. I saw a few News documentaries that showed & interviewed these people at call centers opening all over these 2and & 3rd world Nations. The only qualifications were to speak , read & write English! Made NO sense to me to have people being Reps for goods & services they ; theirs had never used & had NO experience ecen making purchases! ! I'd literally " bang my head against the wall" for an hour or so trying to communicate, or trying to explain what they clearly were & ARE STILL not capable of understandung! This debacle did leD to Cos restoring at least some C S. to the States yet it's clear their habit of paying them next to 0 has blinded them to the common sense tvat dictates what I KNOW" For in making a conscious effort to rescue a situation I"ce logged hours- including time wasted on hold on a situation that is no more than 1 3-4 minute call! I fact: Ice gone out of my way to purchase from British Cos. When I asked a rep from an Englush- based furniture Co from whim I purchased several pieces & inquired if ANY British Cos oyrsourced-,- he LAUGHED. Micro- management appears to he the result of hiring US Reps so poorly qualified they cannot be trusted to resolve the simplest issue properly, must refer it up the line of those only slightly more qualified-, only to leave it floating around in someones computer & NOT followed through. The American mind set that dictates being a good parent us scraping up the $4-500 to get your child the latest Video Ganes, Computers, etc is something my late husband & I have never been able to get our heads around! We could well afford it but refused to get our kids Video Gmess: we saw the obvious wall they would create to stifle a child's imagination & cripple their reasoning skills. We wondered why people would want a developing mind"s neurons & synapses to fire back & forth using the same 2 mundane activities over & over. Subsequent studies have confirmed how these games stifle brain development if not used sparingly- ; we suspected like treating a game of solitaire over & over tbey'd not be easy to put down. We waited to buy a computer & restricted its use to research when the kids were younger. As a result both our kids completed college & have successful careers in the medical field. The standings of American kids against The World in testing has gone from us being among the Top few to barely ranking in the " middle" among developed Nations- to see kids from Nations WE consider not nearly as developed as the US far outrank our kids is troubling. To see Americanpause for us to respond Cos so invested in attempts to have machines replace people that I must SCREAM AT tve Virtual Voice That answers their calls & talks to me like I'm an idiot; " Are you human?" And with no pause for us to reply it continues " please answer yes or no" as if we can't figure the only 2 responses! It's so SAD ITS COMICAL. Our 2 Nations are closely associated: Canadian kids' standings are also disappointing. It kids should be STILL among the Top 6 or 6, as they ALWAYS WERE. They"re our future. I just called your Cust. Service "cuz I had to replace the " head" of the Vac I got in 2017 & when I called late Sept, 2018 I bought the NEW Upright Lift- away with Steam Mop. My niece needed a Vacuum so I gave the one I called to have repaired to her! The head of my new CAC broke in the exact same way! When I called today to have the part replaced I got an outsourced call center in Columbia & I was fortunate to have a VERY polite, , intelligent young man assist me who had a great command of English & whom I found quite easy to communicate with. But this " Breath of Fresh Air" is only the 3rd or 4th POSITIVE experience Ice had from hundreds with outsourced Call Centers. I DO HOPE to receive a response. Unfortunately, the afore mentioned difficult situation I had back in 2017 is an extreme example of Cos. either qualifying new Cust Service help by who is willing to work for the LEAST amount of $ or you are NOT training them; or both. I never got the response I requested many times from Shark Corporate Cust Service & the outrageous waste of hours of your Reps." time- & mine- is the most severe of the many debacles I've endured in these past 20 years with the BE Corporate structures that provide the ultimate insult to their Customers. I've dropped TV & Cell service Cos for this reason; paid off & closed credit cards. .The answer to bringing outsourced Cust Service back to the continent with protocols that scream" we'll hire whomever will work the cheapest", regardless of whether or not they possess an ounce of common sense & making sure they have NO TENACITY-- has caused many Americans to lose FAITH in US businesses & that's gonna have the wolves barking at their door. I DO HOPE to receive a response to my experience that I may add to my book Thank You Call Private cell number 978- 210- **** Jennifer C. Cronin Salem MA. 01970
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