Dear Spreets Representative,
Handle My Request has received the following refund request from Spreets customer, Marc, on our facebook page - http://www.facebook.com/handlemycomplaint Please promptly organise a refund for your customer as per the Australian Consumer Laws or Handle My Complaint will take further action.
Regards,
Jo from Handle My Complaint
I don't see it on your facebook page. Did you take it down? If so, don't you think you should let people in this forum know not to waste their time going to your facebook page?
It's still there. First post. Make sure posts from everyone is clicked. Seems a bit indirect for a Spreets rep to respond on OzBargain, to a response on HMC's Facebook page, in reference to a support ticket that is being handled and hasn't yet been responded to.
When I clicked on it, the first item was about the Brisbane trains being cancelled. Weird. Now it's there.
The customer requested a phone number to contact Spreets Customer Service. We have located the contact number and passed it on. We assume there will be no further issues with processing his refund request.
Thanks for posting your concerns and comments,
Jo from Handle My Complaint
I'm thinking maybe the post was put here to publicise the facebook page?
Hi Geewhizz,
Thanks for your post. Marc's post to our Facebook page was made on Friday last week. We allowed Spreets time to reply or contact Marc directly. This contact was not forthcoming, therefore we have taken steps to obtain a contact number. I hope this clarifies.
Have a nice evening,
Jo from Handle My Complaint
Love your idea. Good work. The group buying sector certainly needs services like this.
How do you make your revenue?
Hi arcticmonkey,
Thanks for your support.
When we manage a complaint for a client, we charge 20% +GST of the financial outcome amount we obtain with a minimum fee of $110 (incl GST).
For example, if we organise the repair for a broken TV that the retailer or manufacturer claims is outside of its warranty, we charge 20% +GST of the amount it would have cost the client to have the TV repaired. We organise to have the TV repaired for free for the client and charge 20% (+GST) of the amount the client saves.
To give another example, we're currently handling numerous complaints regarding mechanical repairs to vehicles. Our client has paid for the repair to a vehicle but the problem hasn't been rectified, or worst still, the vehicle is further damaged resulting in more costs to the client. We manage the process of getting a refund from the mechanic plus payment for subsequent repairs required if the mechanic causes damage to the vehicle.
Essentially we just manage people's complaints when they need help. In most cases, we only charge when we get a successful outcome to a clients complaint. If we don't win, we don't charge.
We're happy to give advice or help with information without charging if it's straight forward for us to do and doesn't require management of a complaint, as in this case of sourcing a contact phone number for Spreets Customer Service.
We are currently planning a series of low-cost presentations around Australia specifically for business owners to help them with advertising 'deals' on group buying 'deal' sites. We believe that educating businesses on how best to run 'deals' will result in more satisfied customers.
Have a great evening,
Jo from Handle My Complaint
Dear Jovanka from Handle My Complaint,
Thank you for your message and sorry we didn't have a chance to take a look at your post and respond earlier.
Just wanted to clarify,
Marc emailed us at [email protected] on Friday after office hours, to be precise - Sep-23 2011 18:59.
His request was resolved yesterday ( Sep-28 2011 ) and he was updated via email with a transaction reference at 12:02pm, well before this message was posted on Oz Bargain.
In the future, please redirect customers to [email protected] and in case there has been a delay, they can contact us on any one of our Facebook pages.
For example for those in Brisbane like you and Marc, it would be http://www.facebook.com/Spreets.Brisbane and so on.
Alternately they can simply tweet us @spreets if the matter is super urgent.
One of the above three options will be the fastest and easiest ways to get in touch with us directly, even if you are contacting on someone's behalf.
We are sure you'd appreciate that Oz bargain is a great forum for discussing deals, raising queries, making suggestions etc. and the other platforms mentioned above can be used to resolve issues quickly and efficiently.
Thank you very much for your understanding and support.
Regards,
The Spreets Team
Dear Spreets Team Member,
Thank you for clarifying Spreets's complaint resolution and refund process.
Although you have taken the time to document these options to contact Spreets Customer Service in this response post, the Spreets website does not appear to present this information to all Spreets customers via your website.
I have reviewed the following Spreets webpages:
http://spreets.com.au/page/how-it-works
http://spreets.com.au/page/terms-conditions
http://spreets.zendesk.com/forums/
The majority of complaints we see at Handle My Complaint originate due to the lack of information/communication between consumers and businesses. Here is one such example.
WILL SPREETS COMMIT TO UPDATING THE INFORMATION ON ITS WEBSITE TO INFORM ALL ITS CUSTOMERS THAT THESE CONTACT OPTIONS ARE AVAILABLE?
Handle My Complaint would be happy to review the updates to your site to ensure the information is easily accessible and understandable.
Awaiting your reply,
Jo from Handle My Complaint
Hi Jo,
This information is currently available on our contact us page http://spreets.com.au/page/contact-us available in the bottom of every page of our site.
It would be wonderful if you can direct customers there as well.
In addition, they can also contact us via any deal page through the echo section.
Let us know if this helps.
Thank you so much for assisting with this. Really appreciate it.
Regards
The Spreets Team
n the future, please redirect customers to [email protected] and in case there has been a delay, they can contact us on any one of our Facebook pages.
For example for those in Brisbane like you and Marc, it would be http://www.facebook.com/Spreets.Brisbane and so on.
I know from personal experience that posting on the Brisbane page in particular doesn't really seem to illicit a response, though. Maybe this is something that could be worked upon?!
Umm, Marc has contacted support. Shouldn't he wait for a response from the company before heading to public forums?