Guthy-Renker - Convergys Call Center After ordering product I wanted, I received vitamins that I specifically declined. I even repeated to the salesperson that I DID not want the vitamins. Internet
I called Guthy-Renker call center to order Chaz Dean Wen Hair Care System prompted by an infomercial. During the order call, I was offered to order some vitamins. I very clearly denied them, even repeating to her, that I did not want the vitamins. It took another 3 to 5 minutes to complete the order because the salesperson kept offering products and I kept denying them. I am a long-time customer of Proactive Skin Treatment and have never had a problem with Guthy-Renker. Their customer service staff are always helpful. My problem is with the contract call centers they use for their infomercials. Please help me stop them from using these contract call centers. Guthy-Renker should be held accountable for the fraudulent actions of their subcontractors. I dread the mail each day, now, not knowing what un-ordered item will be delivered. I have taken the steps to avert the charges on my credit card, but who now has my account number? How many hands has it crossed? We all must take a stand if we ever want to change what is happening.
Elizabeth
Carrollton, Virginia
U.S.A.
1 Updates & Rebuttals
bob21
salt lake city,Utah,
United States of America
Only Guthy Renker has access to your Credit Card number
#2UPDATE EX-employee responds
Wed, June 23, 2010
It is Guthy Renker themselves who make the rules regarding the extra items offered when you call in. We are told to offer them and rebuttal rebuttal rebuttal or be written up. "the client knows best"
All the products offered you were from Guthy Renkers product line. There was a 30 day kit, then a 90day supply of the same products at 3x the price plus the vitamins. Very simple compared to other Guthy Renker offerings, such as Proactive :( . We as workers had let them know that it is not pleasant for their customers and even lose orders but they never listened to us and in fact kept adding things. It was my least favorite calls to take of all the Convergys clients.
Not long before I quit we were told to start pushing harder on the vitamins. No more simple no and move on, but have to rebuttal. Its the shadowy executives that make the rules. All about profit margins and shareholders, etc.
I think your vitamins may have been an honest mistake. I myself have accidentaly added something to someones order and managed to catch it before submitting it. Some calls can get you so agitated, that you just want to get it over with but there is still more scripting to be dealt with. But the scripting must be read verbatim, no excuses. Again a Guthy Renker requirement.
There should be a number on the vitamin label to call to cancel and arrange for return and refund. It is a different number from the chaz dean/guthy renker customer service number. I think it is from a different facility. You know these large corporations, no simple solution to problems.
The vitamins are part of guthy renkers product line so your credit card wouldn't be shared with any other company (through convergys, at least) and only GR would have access to that number. Once the order is submitted from convergys, it is no longer accessible to them.