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X-Pole Customer Service …. which, apparently, is non-existent
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Heydi is my girl over there! She has worked diligently when I have had an issue or two, she follows up, and genuinely cares. <3 her!
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https://www.studioveena.com/img/smilies/icon_e_surprised.gif Surpised to hear some of these, I have rarely heard negative feedback on their cs. Wonder if something has changed because most of this seems recent…
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Thankfully I was able to resell the thing, after 7 months of trying. The first lady I sold it to brought it back to me and wanted her money back, she found it so awful to work on. I finally managed to sell it to a friends studio (mostly because she took pity on me that I couldn’t find anybody that wanted it)
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never had problems with x pole service, you have to put yourself in their shoes
they get the same annoying questions on and on… i find them very patient
maybe they could put something like " if your email or phone call wasnt answered , look carefully on our website for the answer" instead of making you wait and wait,
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They are being put forth by the company as customer service representatives – handling customer care is their job. The assertion that the client should put themselves in the shoes of a person paid to assist them as a response to lackluster service is ridiculous. Imagine applying that logic to any other industry? What if you bought a studio class and the instructor was too busy to teach the class at the scheduled time? Or she wanted you to come to her house because it was too close to Christmas holidays?
I didn't want to post this online, because even though it took almost a year they fixed it eventually. X Pole, one associate specifically, made me wait and wait to receive a response about an issue related to product quality, not something I could have looked up on the website. From my initial complaint the responses I received were snippy, dismissive, and even at times insulting. Even while I continue to respond to emails courteously and considerately. Everyone else I have dealt with at X Pole has been fabulous, especially Stephanie.
As a customer it is not my job to contact the vendor in the most convenient way possible for whichever individual employee. It's not my job to chase and chase somebody who is paid to support this vendor's product. If I treated any of my clients like this I would not have an income stream.
It would appear that X Pole has a dedicated customer service team, they should create support tickets and try to weight the customer service rep with the brunt of these issues as opposed to these operations essential employees.
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Well said TehCammy. There is nothing wrong with expecting good customer service. These products are NOT cheap, right? When I call and ask questions I make sure I am never anything short of courteous and understanding. That's just how I am as a person. I knew there wasy no way that I was out of line anywhere….
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don t take my comment the wrong way, but as a compagny of course they ll go with what matters the most "money"
there is no money to be made with people complaining all the time and wanting freebies and replacement pieces…. i find them very nice to do what they do even if it clearly says all sales are final.
The client is not always right, and if you dont have $$ for them, can t really blame them for not calling back immediatly
anyways, i never had any problems with x pole ! 🙂
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I work in customer service and think its a shame that x-pole are being slandered publicly and as a company.
Ranting online seems to be the “in” way to get things sorted these days but all it does it cause ill feeling.
If you have a complaint about a particular member of staff you should feed that back to x-pole so they can deal with it appropriately. How can they rectify an issue and improve their service if they are unaware of their teams poor performance?
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It still doesn't make it totally right. and I highly doubt people are "complaining all the time" they have good products over all. A lot of us are curious first timers needing some guidance. That's all. period. the end. There is nothing wrong with any of that. If they can't answer a few questions then they need to find people who can do so, or at least fake it. Word of mouth travels fast and its not good for business for ANYONE if people are rude to their customers. If your in customer service, you need to be able to provide good customer service. The representatives shouldn't get to choose when to be courteous and when to make someone feel like a bother. It comes with the job.
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Companies hire based on interviews and potential to perform. Unfortunately intelligent and perfectly capable people can be very lazy! They won’t nessescerily know a member of staff is lazy and underperfoming unless you tell them. If you don’t tell them this member will continue to underperform and continue to provide bad service to other customers. If you do complain the company has the opportunity and evidence to take appropriate action and replace with (hopefully) a better agent. Companies can’t fire people on a whim, they do need your help in order to develop and grow!
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Thank you DixiePixie.
I don't think there is anything wrong with encouraging a culture of informed consumers. You may look at it as "ranting online" but what about when we're raving about a product or service? I've tried to behave in a balanced way throughout the process of informing other customers about my issues with the brass X Pole and ultimately having it replaced. I understand that the associate I spoke with probably views me as a difficult customer, and since she is aware that I did complain directly to X Pole (and was funneled back to the original representative) is probably not pleased with me. I think the problem is that these people have specific job titles and responsibilities that aren't related to customer service, as such they aren't fully invested in customer care. The solution would be to appoint a customer care team, or if the business isn't big enough a customer care leader or task-force.
Because I hear so many good things about this particular contact at X Pole I don't want to complain directly to the owner of the company and risk her position. I know in my case I was asking a lot and I don't think that would be fair. I work with CEOs and owners of major retail businesses and I know if a consumer lodged a complaint they would take it seriously because (as we are seeing in this thread) consumers are more likely to share negative experiences, and it reflects poorly on their brand.
As far as "freebies" and "replacements" I think at that point in a customer service experience you're affecting future revenues and your brand image, obviously in most cases the money is already spent – unless the consumer is really peached off and files a charge-back. Personally I spend a lot of time in studios, I'm outgoing and talk to everyone I meet about my experiences, I'm active in social media, and up until very recently worked in the fitness industry. I represent continued sales potential for X Pole through referral marketing. If you treat your clients like a one-off you aren't going to make it far in business.
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maybe x pole needs more staff to answer their calls
i dont think there is 25 employees working there during day
I think that the people who are answering the phone their job is to take orders and tryin to deal with pleasing customers, but when it comes to answer more specific questions if they don t have the answer, they try their best to reffer the client or something like that
can you imagine paying one more salary just to answer the questions… i think they do the best they can!
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DixiePixie, where are you located? I am wondering if you are out of the US as I keep seeing a theme of the US customer service being very good but outside of the US it is extremely spotty.
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I live in the US, Virginia to be specific.
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I live in the U.S., too, in Florida. My degree field is PR and I work as a writer as well as a Client Services Director and I can tell you customer service is everything, doesn't matter what you're selling– services, products, whatever.. I went with X-pole rather than the highly rated and much cheaper knock-off brand because I knew I was serious about my poling "hobby" and wanted a reliable product, as well as a reliable company that stood behind that product. And as far as "ranting" online, if the complaints are justified, businesses know to expect it if they don't live up to their own hype. Absolutely. I even told X-pole what I was going to do in my last message– didn't say it threatheningly, just that I was going to get online and see if I could find info or a solution. The good thing is, at least X-pole is savvy enough to respond to these online complaints. I'm encouraged that the rep showed up here on this post.
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