MAC Customer service

[glamdoll]

Hey guys I had an incident in the live chat where the artist told me if I could hold and I was on hold for 17minutes. Then it said "wait while we transfer you to another artist" and 3 minutes after that It said "your chat has ended" so I wrote to a an artist to ask the question and I got my reply I wanted.
Then in the mail I got some MAC blot film.
and like a week after that I ordered Teal pigment
and the jar was missing 1/4! so I told them n I got
a crayon kind of pencil and my pigment..

I know its weird, but why?

why do did they send that stuff?

it made me feel like a whiney customer which Im not!
I just wanted what I paid for.. I was just wondering
cus i dont want to be like on their list of ppl who like to complain!

I actually wrote them to compliment an artist at my local MAC store
cus he is so awesome!

[Winthrop44]

You know that the pigments are sold by weight and not volume, right? The jars may not necessarily appear full...

[JillMarie]

Quote:

Originally Posted by glamdoll

Hey guys I had an incident in the live chat where the artist told me if I could hold and I was on hold for 17minutes. Then it said "wait while we transfer you to another artist" and 3 minutes after that It said "your chat has ended" so I wrote to a an artist to ask the question and I got my reply I wanted.
Then in the mail I got some MAC blot film.
and like a week after that I ordered Teal pigment
and the jar was missing 1/4! so I told them n I got
a crayon kind of pencil and my pigment..

I know its weird, but why?

why do did they send that stuff?

it made me feel like a whiney customer which Im not!
I just wanted what I paid for.. I was just wondering
cus i dont want to be like on their list of ppl who like to complain!

I actually wrote them to compliment an artist at my local MAC store
cus he is so awesome!

I wouldn't have bothered to write them just because I was on hold on Live Chat for that long. I would've shrugged it off. Especially because it sounds like maybe it was a computer problem on their end since you were transferred to someone else. After waiting the first 5 minutes, you could've closed the chat and started a new one. JMHO

Question is: If it were another company (one, let's say, that is not notorious for sending free gifts to customers) would you have bothered to write to them about the Live Chat delay?

About the pigment, as Winthrop44 has already noted, you may have had a full jar but it might not have *appeared* to have been full. Just food for thought.

[JediFarfy]

I think the sending of stuff is a customer loyalty thing. I send an message gushing about the fantastic MA at the new MAC store in town, and got a clear lip conditioner (in old packaging, lol).

[glamdoll]

Quote:

Originally Posted by JillMarie

I wouldn't have bothered to write them just because I was on hold on Live Chat for that long. I would've shrugged it off. Especially because it sounds like maybe it was a computer problem on their end since you were transferred to someone else. After waiting the first 5 minutes, you could've closed the chat and started a new one. JMHO

Question is: If it were another company (one, let's say, that is not notorious for sending free gifts to customers) would you have bothered to write to them about the Live Chat delay?

About the pigment, as Winthrop44 has already noted, you may have had a full jar but it might not have *appeared* to have been full. Just food for thought.

Actually yes. I write to customer service whenever I get horrible service and when I get super excellent one too. I have written to a small business around here who didnt send me anything but an explanation about the service I received and I was ok with that.

I dont write to them to get free stuff.

Trust me. Im not about to pay for bad service.

Its just my opinion that we get what we pay for.
and when I spend my money I want it to be worth it.

there have been times where the company doesnt bother
with an explanation and they just lose my loyalty.

but yeah i would write to them wether they gave free stuff or not.

and my question was important because it was concerning my order online... soooooo

[iiifugaziii]

(nothing to do with the customer service part): A lot of the pigments look like they're 1/4 empty when I got dark soul i swore someone had used half of it! lol but it just looks like that.

[JillMarie]

Quote:

Originally Posted by glamdoll

Actually yes. I write to customer service whenever I get horrible service and when I get super excellent one too. I have written to a small business around here who didnt send me anything but an explanation about the service I received and I was ok with that.

I dont write to them to get free stuff.

Trust me. Im not about to pay for bad service.

Its just my opinion that we get what we pay for.
and when I spend my money I want it to be worth it.

there have been times where the company doesnt bother
with an explanation and they just lose my loyalty.

but yeah i would write to them wether they gave free stuff or not.

I agree that contacting *any* customer service when you've had "horrible" or "super excellent" service is great. For example, I like to pull managers aside and let them know when a sales rep has gone the extra mile just to give them a little kudos or I'll write to a company when I've had a positively dreadful experience. It lets them know what they can improve on and which deserving associates to give a pat on the back to.

Writing to MAC about a delayed Live Chat is not something I'd write a letter about. JMHO. I think that, overall, your question was rerouted and answered to your satisfaction and given the fact that more than likely the delay was out of their control, it would've been (for me) a forgive and forget situation.

Quote:

and my question was important because it was concerning my order online... soooooo

Considering their Live Chat services only include "Color Advice", "Foundation Selection", "Application and Technique Question", and "Product Question", I think you had a more than satisfying experience seeing as how they answered an *order* question for you.

It seems to me that many people take advantage of the fact that they know MAC likes to send free products to customers who write in. Yes, it is their choice to reward these folks, but it also sucks that some people abuse MAC's generosity. I've read more than once someone writing into MAC over something ridiculous and then posting about all the free stuff they got because of it.

In your original post it sounds like you've already written MAC three times and each time were rewarded (correct me if I'm wrong)? It sounds like you know what you're doing. Perhaps if you are that worried about it, you can let them know at the bottom of your message that you wanted to simply voice your concerns but would not like a free gift?

[glamdoll]

JillMarie.. I wrote to the Email an artist to answer my question.
I didnt write to them to tell them about the chat thing. I mentioned it because I was wondering what happend after that one I couldnt go into live chat. They told me it was a technical problem.
but My question was for an artist regarding my order online on
items that they had recommended.
I wasnt trying to track the order or anything. I know thats a different part, I was gonna ask them a question about certain colors to see if I could add to my order.
but yeah thats why.
I think that you think I wrote concerning the chat.
I know that has nothing to do with the csr.

Yes. Im my email I told them I do not want to receive anything for free, I simply want what I pay for. That is why the first time I didnt understand why id gotten that. I only wrote to ask about a color question to add to my order.

I wrote twice, once to ask this question and the next was to compliment the MAC MUA at my local store who always, always goes above and beyond to make sure I have a great experience.

Honestly I didnt expect anything for asking a question and giving a compliment. when we got the envelope my husband was kinda suspicious, he thought i ordered behind his back. And I thought they had charged me so that is why I was asking why are they sending stuff for?

[BinkysBaby]

I don't think that it's anyone's place to say if they feel/think/believe that Glamdoll was not justified in voicing her concerns. Whether or not she was fishing for complimentary merchandise (which she never indicated that she did), she still has the right to follow up with customer service. I work for an internet company and we have ways of knowing if customers are fishing for coupons or discounts and we handle those customers on a case by case basis. It doesn't matter that the pigments are packaged by weight, maybe Glamdoll didn't know and this was a learning experience for her. It's really not that big of a deal and JillMarie, it seems like you're attacking Glamdoll.

[glamdoll]

Thanks BInkysBaby.

I worked for AMC theaters when I was 16 and I would complain about ppl complaining. But the managers told me that its better
for the customer to let us know if they thougth something was wrong so we could improve, rather then losing their loyalty, and
them spreading a bad word about the company. Specially since going to an AMC isnt cheap. but yeah

Its true. I stated that I wrote, ONce to ask a "Color" question.
and Two to compliment my favorite MUA.

[JillMarie]

Quote:

Originally Posted by glamdoll

JillMarie.. I wrote to the Email an artist to answer my question.
I didnt write to them to tell them about the chat thing. I mentioned it because I was wondering what happend after that one I couldnt go into live chat. They told me it was a technical problem.
but My question was for an artist regarding my order online on
items that they had recommended.
I wasnt trying to track the order or anything. I know thats a different part, I was gonna ask them a question about certain colors to see if I could add to my order.
but yeah thats why.
I think that you think I wrote concerning the chat.
I know that has nothing to do with the csr.

Yes. Im my email I told them I do not want to receive anything for free, I simply want what I pay for. That is why the first time I didnt understand why id gotten that. I only wrote to ask about a color question to add to my order.

I wrote twice, once to ask this question and the next was to compliment the MAC MUA at my local store who always, always goes above and beyond to make sure I have a great experience.

Honestly I didnt expect anything for asking a question and giving a compliment. when we got the envelope my husband was kinda suspicious, he thought i ordered behind his back. And I thought they had charged me so that is why I was asking why are they sending stuff for?

Ah, I see. It seemed to me that you were saying something completely different in your first post. Perhaps it was a little difficult to understand with the way in which it was first presented. It came across (to me, anyway) that you were jotting down all the free loot you'd gotten for each correspondence you'd had with them. Then in my second response to you that you wrote into Live Chat, you responded without indicating that it *wasn't* about Live Chat. Now that you've explained it, it makes better sense.

There's a difference between what it sounds like you are saying now then what I was talking about, which is abusing MAC's customer service. So, responding to your recent posts, I stand corrected.

Quote:

Originally Posted by BinkysBaby

I don't think that it's anyone's place to say if they feel/think/believe that Glamdoll was not justified in voicing her concerns. Whether or not she was fishing for complimentary merchandise (which she never indicated that she did), she still has the right to follow up with customer service. I work for an internet company and we have ways of knowing if customers are fishing for coupons or discounts and we handle those customers on a case by case basis. It doesn't matter that the pigments are packaged by weight, maybe Glamdoll didn't know and this was a learning experience for her. It's really not that big of a deal and JillMarie, it seems like you're attacking Glamdoll.

Unfortunately, when you post on a message board, it opens you up to other people sharing what they feel/think/believe. It sort of comes with the territory. I don't think I was "attacking" Glamdoll, but merely disagreeing with what I thought was a tactic to gain free merchandise from MAC. Sorry, but people who do that are sooner or later going to ruin it for the people who have legitimate concerns, questions, praise, or complaints. Not to mention the lack of ethics behind it. Again, not saying she (or anyone for that matter) doesn't have the "right" to write in to MAC, but there is a difference between using the service with good intentions and abusing it.

[lah_knee]

thats just part of their customer service... everyone has their own... when i worked at bj's brewery, if a customer complained they got a free dessert. if they were reallllyy ticked they got a 25 dollar giftcard.

being an artist im so sick of hearing customer complaints. over pety ass shit. people always take things personal. even though it wasnt even meant to be at all.... on top of that i think people already come to mac with a defensive mindset because they already assume were bitchy...

btw, where in cali are u from?

[BinkysBaby]

Quote:

Originally Posted by JillMarie

Unfortunately, when you post on a message board, it opens you up to other people sharing what they feel/think/believe. It sort of comes with the territory. I don't think I was "attacking" Glamdoll, but merely disagreeing with what I thought was a tactic to gain free merchandise from MAC. Sorry, but people who do that are sooner or later going to ruin it for the people who have legitimate concerns, questions, praise, or complaints. Not to mention the lack of ethics behind it. Again, not saying she (or anyone for that matter) doesn't have the "right" to write in to MAC, but there is a difference between using the service with good intentions and abusing it.

There is no confusion on my part whatsoever about you voicing one's opinion on message boards. Unfortunately, I do not have the ability to interpret your thoughts. I did not say that you WERE attacking Glamdoll, I said it SEEMS like you're attacking Glamdoll. I didn't want to jump to conclusions and assume that you were attacking her but you did SEEM a bit abrasive in your posts.

[lara]

Try to keep it civil, please.

[glamdoll]

Quote:

Originally Posted by lah_knee

thats just part of their customer service... everyone has their own... when i worked at bj's brewery, if a customer complained they got a free dessert. if they were reallllyy ticked they got a 25 dollar giftcard.

being an artist im so sick of hearing customer complaints. over pety ass shit. people always take things personal. even though it wasnt even meant to be at all.... on top of that i think people already come to mac with a defensive mindset because they already assume were bitchy...

btw, where in cali are u from?

I go to the MAC on South Coast plaza
I have never gone in there thinking the MUA are
bitchy. Only ONCE have I gotten a bad bitchy attitude
by an artist.
Usually theyre all nice and helpful to me
that is why I wrote to compliment Roger.
He is a very nice guy who has helped me
whenever I go in there!
He gave me advice about if I tried to
get into makeup and such.
The manager helped me find something similiar to my color
of skin that wouldnt make me look all orange
but its not 100 on the spot
but good enough

[lah_knee]

mac south coast... the store or the nordstrom? that store is turning into a pro store soon.

mm ive been in there a couple times; not sure if its procedure for them to follow me around as i look but thats what the MA did (she knew i was an employee) i never get followed around like that at brea but i dunno...