I personally had a HORRIBLE experience with this business last week and wanted to warn others that may be considering purchasing an extended warranty from them TO LOOK ELSEWHERE such as MACK Warranty or others.
I have part of our conversation recorded when he started using vulgar language and threatening me. It's a wave file so I'm not sure how I can post it on here. I don't think I can do it through photobucket.com either. I can email it if you don't believe me. I would love to have this post made a sticky just so that others are warned.
Below is the email I sent to their customer service dept. after my bad experience with a person by the name of Tim or Timothy. He pretty much picks up the phone everytime and is rude as HELL!!! They or he emailed me back and his response pretty much sums up his attitude overall.
My Email...
To Whom It May Concern:
I contacted NWVDirect.com via their customer service number to ask some questions about extended warranties for a new plasma TV that I just purchased. Instead of receiving courteous customer service, I felt the agent (Tim or Timothy) was a little short with me and didn’t care to elaborate on how the extended warranty service works. During the middle of the call, I was hung up on. I then called back only to get the same agent and after feeling like he wasn’t doing a good job of providing good customer service, I simply asked what his name was and if I could speak to his supervisor. He said his name was Tim and he then placed me on hold for a supervisor. About 30 seconds later, someone picked up the phone and said, “This is Timothy, how may I help you?” To my surprise, this was still the same agent but he was obviously attempting to disguise his voice. So I asked if he was the supervisor and he said yes. I told him that I was just speaking to him and I would like to speak with his supervisor please. He then called out to someone and said, “Who transferred this call to me?” – apparently attempting to continue to act like he was the supervisor.? It was almost comical that he felt that I couldn’t notice that he was the same person. He was trying to speak to me in a deeper voice and it was very obvious he was trying to cover up what he was doing. He then said let me transfer you back and before I could say anything I was transferred back to “Tim” the agent again. I then asked Tim or “Timothy” why he wouldn’t let me talk to a supervisor? He claimed he transferred me to one but I told him that he didn’t do a good enough job in disguising his voice and that I wasn’t thrown off by the name either! Timothy the agent/”supervisor” became very belligerent at this point. He started yelling at me, telling me to “**** off” several times and using other inappropriate language. There was one point in the recording where he told me to come down to the store and speak to him face to face, as if to provoke a fight.
Needless to say, I was very surprised to hear this! I started recording our conversation when he started acting like this only to get on tape, him yelling at me even more and trying to make excuses for his conduct. I am obviously disgusted with this agents conduct and would like to know why your company would have someone employed like him, who clearly demonstrated that he has no integrity and lacks professionalism – but yet is in a position to speak with your customers and treat them with such disrespect and abhorrent behavior!? If this is the owner of the company (which is what Tim/Timothy tried to tell me) then I regret that a person such as your character could be in a position to deal with other customers and mistreat them as I was mistreated!
For what it is worth, I am a business owner myself. I strive very hard to provide my customers the very best quality and customer service because if you don’t, then it is likely that in this highly competitive business world, you won’t remain in business for very long. I have about 50 employees and I can assure you that if any of them treated another person like I was treated Wednesday evening – they would be terminated immediately. If Tim or Timothy is an employee, I would strongly recommend you terminate him!
At this point, I certainly don’t plan on doing business with NWVDirect.com as there are many other companies to choose from. I would also like to ask either the owner of NWVDirect.com or qualified manager to contact me regarding my horrible experience yesterday evening (12/26/07 @ approximately 7:00-7:15 pm EST). Please reply to this email with a phone number and a day and time that I can call you so that I can play what I recorded during the end of my conversation with Tim/Timothy. You can hear for yourself how he treats your customers!
Respectfully,
Concerned consumer!_________________________________________
NWVDirect.com Response...
From:"NWV Direct Sales & Support Team"
[Add to Address Book]
Subject:RE: Consumer Complaint! HORRIBLE AGENT @ NWVDirect.com!!!
Date:Thursday, December 27, 2007 11:20:30 AM
[View Source]
Hello. The person who helped you originally on the phone did not do anything wrong until you asked to speak to his supervisor.
It's that simple.
Maybe he was a bit tuned during the call due to an email he was replying to, but he was answering your questions to the best of his ability.
Everything that was said after that was a result of this and is considered fruit of a poisonous tree.
Your email was NOT read. The subject line WAS read ONLY as we were expecting your email.
Please do NOT reply as it will not be read.
Thank you, Our apologies, Have a good New Year.
I have part of our conversation recorded when he started using vulgar language and threatening me. It's a wave file so I'm not sure how I can post it on here. I don't think I can do it through photobucket.com either. I can email it if you don't believe me. I would love to have this post made a sticky just so that others are warned.
Below is the email I sent to their customer service dept. after my bad experience with a person by the name of Tim or Timothy. He pretty much picks up the phone everytime and is rude as HELL!!! They or he emailed me back and his response pretty much sums up his attitude overall.
My Email...
To Whom It May Concern:
I contacted NWVDirect.com via their customer service number to ask some questions about extended warranties for a new plasma TV that I just purchased. Instead of receiving courteous customer service, I felt the agent (Tim or Timothy) was a little short with me and didn’t care to elaborate on how the extended warranty service works. During the middle of the call, I was hung up on. I then called back only to get the same agent and after feeling like he wasn’t doing a good job of providing good customer service, I simply asked what his name was and if I could speak to his supervisor. He said his name was Tim and he then placed me on hold for a supervisor. About 30 seconds later, someone picked up the phone and said, “This is Timothy, how may I help you?” To my surprise, this was still the same agent but he was obviously attempting to disguise his voice. So I asked if he was the supervisor and he said yes. I told him that I was just speaking to him and I would like to speak with his supervisor please. He then called out to someone and said, “Who transferred this call to me?” – apparently attempting to continue to act like he was the supervisor.? It was almost comical that he felt that I couldn’t notice that he was the same person. He was trying to speak to me in a deeper voice and it was very obvious he was trying to cover up what he was doing. He then said let me transfer you back and before I could say anything I was transferred back to “Tim” the agent again. I then asked Tim or “Timothy” why he wouldn’t let me talk to a supervisor? He claimed he transferred me to one but I told him that he didn’t do a good enough job in disguising his voice and that I wasn’t thrown off by the name either! Timothy the agent/”supervisor” became very belligerent at this point. He started yelling at me, telling me to “**** off” several times and using other inappropriate language. There was one point in the recording where he told me to come down to the store and speak to him face to face, as if to provoke a fight.
Needless to say, I was very surprised to hear this! I started recording our conversation when he started acting like this only to get on tape, him yelling at me even more and trying to make excuses for his conduct. I am obviously disgusted with this agents conduct and would like to know why your company would have someone employed like him, who clearly demonstrated that he has no integrity and lacks professionalism – but yet is in a position to speak with your customers and treat them with such disrespect and abhorrent behavior!? If this is the owner of the company (which is what Tim/Timothy tried to tell me) then I regret that a person such as your character could be in a position to deal with other customers and mistreat them as I was mistreated!
For what it is worth, I am a business owner myself. I strive very hard to provide my customers the very best quality and customer service because if you don’t, then it is likely that in this highly competitive business world, you won’t remain in business for very long. I have about 50 employees and I can assure you that if any of them treated another person like I was treated Wednesday evening – they would be terminated immediately. If Tim or Timothy is an employee, I would strongly recommend you terminate him!
At this point, I certainly don’t plan on doing business with NWVDirect.com as there are many other companies to choose from. I would also like to ask either the owner of NWVDirect.com or qualified manager to contact me regarding my horrible experience yesterday evening (12/26/07 @ approximately 7:00-7:15 pm EST). Please reply to this email with a phone number and a day and time that I can call you so that I can play what I recorded during the end of my conversation with Tim/Timothy. You can hear for yourself how he treats your customers!
Respectfully,
Concerned consumer!_________________________________________
NWVDirect.com Response...
From:"NWV Direct Sales & Support Team"
[Add to Address Book]
Subject:RE: Consumer Complaint! HORRIBLE AGENT @ NWVDirect.com!!!
Date:Thursday, December 27, 2007 11:20:30 AM
[View Source]
Hello. The person who helped you originally on the phone did not do anything wrong until you asked to speak to his supervisor.
It's that simple.
Maybe he was a bit tuned during the call due to an email he was replying to, but he was answering your questions to the best of his ability.
Everything that was said after that was a result of this and is considered fruit of a poisonous tree.
Your email was NOT read. The subject line WAS read ONLY as we were expecting your email.
Please do NOT reply as it will not be read.
Thank you, Our apologies, Have a good New Year.
. What a great company!! Nice first post!!
