EDR Targeted Bonus Point Promotions

[Dr Ralph]

Email sent today.

No response to email, but mysteriously 5,000 points just showed up in my account!

 

[andye]

Mrs andye's landed today too

 

[snabbu]

$120/500 account 1
$275/1000 account 2

Took up the $120 offer this afternoon.

 

[coriander]

9.0am today: offered 1000 pts / $275 on my recently re-activated card (17-20/8).

 

[chelzmalee]

Double points this weekend over $30.00.

Deleted and sent feedback saying it wasn't enough to get me in the door.

 

[RAM]

Check your EDR account NOW

After not checking the EDR payoffs for nearly a year (I will go stand in the corner after typing this up) - I just checked.

HORROR - in 12 months only 1 has been paid - just 1.

Even better, rang the phone number and spoke with Havea (pronounced Ha-Vay-A).

Gave details of only one bonus paid and at least 25+ missing. Said I want to complain about this.

His response, "So what do you want to do today, redeem some points?"

I could not believe it, so began to ask him if he had listened to the previous 45 seconds (aren't timers on phones so useful) - but I stopped myself and asked to speak with a supervisor.

He ignored me. And started asking me other questions. So I asked yet again, can I please speak with a supervisor.

Continued playing the game, "I can't hear you..."

So I interrupted him and said "I know the exact start time of this call, I have itemised phone accounts which show the numbers I have called, it won't be hard to track down who you are once I've spoken with Woolworths' Company Secretary."

He stopped talking, listened and then replied, "I'm looking up your account now."

I have asked 3 times to speak with a supervisor, now I'm asking a fourth time. You are required to put me onto a supervisor - that is the Woolworths' contracted procedure (after one request that is).

You cannot speak with one.

That is not correct.

You can ask and they will ring you back in 2 to 4 hours.

I will wait for the call then. In the background I could hear him begin typing, the first time there was any noise of typing throughout the entire conversation.

I then asked for him to spell his name. Response; "H, A, mutter, mutter, mutter."

Sorry could you spell that again please.

Same deal.

I cannot understand, please spell it more slowly.

"H A R V E Y"

So that spells Harvey but you pronounce it Ha-Vay-A?

Yes, some people call me Ha-Vay-A and others Harvey.

Thank you Ha-Vay-A, I have all that I need now and I'll wait for a call back from a supervisor, goodbye.

Less than 10 minutes later I got a call from a 'team leader' who was somewhat more forthcoming although not fully informed by my good friend "Ha-Vay-A".

Before I launched into the string (much abbreviated above as I need a type-faster program) I asked what the name of the operator was who had passed my request through?

Harvey came the response, so I asked if he was sure. Yes was the reply - so I said well that gentlemen introduced himself as Ha-Vay-A and continued to say that was the name until finally he spelt it out for me just before the call with him ended.

The team leader assured me that Ha-Vay-A had never been referred to by any other name than Harvey. I replied that it would make it hard for a complaint to be made against someone who does not officially work there I suppose.

I asked to receive a copy of the phone call for my records (legally you are entitled to a copy of any recorded phone call - worth doing from time to time as it makes the call centre staff realise just what they cannot get away with. One very senior exec, head of operation and responsible for awarding the out-sourcing contract begged me not to ask for the copy as the call was too embarrassing and potentially career ending for him if I circulated the call. I still asked for and received the call but did not provide it to the media as he seemed to fear I would. I did think of writing it up as a training video though).

BUT IT JUST GETS BETTER....

The team leader asked the ID questions, looked at the account and confirmed what I had just told him about only one bonus points amount. I mentioned I had deleted most of the emails but had kept a couple, notably 2,000 points for an online transaction in 9/2014 (duly activated, ordered, & received etc with some problems).

He then prompted my failing memory, "I see you rang in Nov to see if the points had been posted, but they had not been. That's strange - they never were posted after that."

I added my wife had the same offer and done the same thing, and he responded, "Yes, that's in the Nov call as well. I'll just check her details but first I need to ID to ensure you can gain access (supplementary card holder of mine). No, she's not got them either."

Long story short - not one coupon swipe has registered, not one activated email offer, not one online order offer etc. There would have been at least 1 every two weeks, at least. Between the two of us it would have been at least one a week. Some weeks 3 or 4 (buy certain product, spend more than X on meat, spend over X to get points, get triple points etc).

The saga continues - a call back later this afternoon.

Be warned and don't be lazy like me. If you ring about missing points - keep checking as there's no guarantee what you're told on the phone will happen. Especially if you don't hear a keyboard going while you're on the phone!

 

[rainbowgirl]

Two accounts got spend $30 for 250 points. I think we will take both offers up even though I still have a couple of money off offers to use before the end of the promotion.

 

[Bindibuys]

Sorry to read of your troubles RAM, I frequently have to chase points. I keep the docket pinned to the wall with hand wriiten on it how many bonus points should apply to this shop.
Then I keep an spread sheet with current QFF points and EXPECTED points with who/why.
Delete line from spreadsheet and remove docket from wall when they have posted.
Time consuming - Yes, but needs to be done to keep the bas@@@ds honest.

 

[prozac]

I feel you pain RAM. I lost points the same way in my first year through not following up, though not as many as you by the sound of it.
Just last week I had to call twice regarding 500 points not posted since 20 July. Monday said, "I can you registered and met the conditions. I will put through the points today". Friday, nothing, so called again. Same story, your points will go through today. Was about to call again when this morning they appeared. Now I hope they pay twice to compensate my anguish.

Stay vigilant...

 

[rainbowgirl]

I feel you pain RAM. I lost points the same way in my first year through not following up, though not as many as you by the sound of it.
Just last week I had to call twice regarding 500 points not posted since 20 July. Monday said, "I can you registered and met the conditions. I will put through the points today". Friday, nothing, so called again. Same story, your points will go through today. Was about to call again when this morning they appeared. Now I hope they pay twice to compensate my anguish.

Stay vigilant...

I got paid twice a couple of times. I see it as compensation of all the effort I went to in order to chase up the points. The most interesting double payment I got was when I was using LIve Chat. I typed that I was chasing 250 points for a promotion and by the time the text conversation finished the staff member had said they would credit me 500 points. I wasn't going to tell them they had the wrong amount and a few days later the 500 points appeared in my account.

Good luck RAM. I hope you get thousands of points. I need my points to post in quick time in order to use the points in the way which works for me best, which means I have to keep track of all pending points and chase them up within a reasonable time. A constant stream of points helps me save money and that's why I collect points in the first place. Well done for documenting the phonecalls. You are right about the supervision team. The first line call centre staff aren't supposed to refuse access to the next level of support. If the supervisors have finished for the day the call centre staff are supposed to get a message through to them so that they call you, rather than you having to ring again and waste time in the queue.

 

[MEL_Traveller]

RAM - this sounds like an example of the person's name, changed slightly, to make it sound western? Which is fairly common, but perhaps led to unnecessary confusion.

In any event, I think the individual's name should be removed to protect their privacy.

 

[snabbu]

2 accounts - double points offer
1 account - 250pt/$30 spend

 

[JohnK]

Mum - double bonus points this weekend
Fiancée - double bonus points this weekend

I think this is week 3 of my spend $30 get $5 off and dad's week 2 of spend $100 each week for 3 weeks to get $30 gift card.

 

[QF WP]

Aaarghh. Mrs QF WP orders $450 online (on her account) day before yesterday with delivery last night. Miss out on two active offers on my online account (GROCERIES20 to save $20 for buying more than $120 by 18 August) , as well as my EDR card ($5 off $30 spend for week 2). Then I get this offer this morning by email

Not a happy Friday for me

 

[blackcat20]

Got a very boring double points offer. Does not convince me to swipe.

 

[rainbowgirl]

SAVEVIC

This code will work for Victorian Woolworths online customers under the same conditions as QF WP mentioned above.

 

[RAM]

RAM - this sounds like an example of the person's name, changed slightly, to make it sound western? Which is fairly common, but perhaps led to unnecessary confusion.

In any event, I think the individual's name should be removed to protect their privacy.

The call centre person is based in Melbourne and the accent was pure "Neighbours" casting. The attempt to hide the name by deliberately changing the tone/speed when spelling it out (which the recorded call clearly shows btw) was deliberate unfortunately.

WoW have had similar issues with a previous contractor. It is helpful when you suggest to senior mgmt that they ring up and pretend to one of the great unwashed aka 'customer' to try out the call centre service.

Roger Corbett used to do it in the early days, I discussed it with him after a presentation I gave and his reply was, "And you should hear their voice change when I say my name is Roger Corbett, head of Woolworths!"

Then the response he got ranged from being cut-off, silence, "I'll transfer you right away", or "as if". Luckily for him, a single phone call and things happened instantly at that call centre.

Seems he got the same "you can't speak with a supervisor" etc. Every meeting after that he would always ask if I had any feedback for him about their customer service.

Some traditions deserved to be continued....

 

[RAM]

RAM - this sounds like an example of the person's name, changed slightly, to make it sound western? Which is fairly common, but perhaps led to unnecessary confusion.

In any event, I think the individual's name should be removed to protect their privacy.

I am all for privacy but also I am MORE for protecting other EDR users who may ring and speak with Ha-Vay-A aka Harvey. If he does try it again then it would be great to nail him for it and protect trusting customers (like I was bordering on - never cough-U-ME).

For example, the missing 2,000 points for each of my wife's and my online orders which were listed as calling about in Nov last year. No points or follow-up ever recorded.

Hence my suggestion - if you don't hear typing them it may be unlikely anything will be done.

I recently had this same experience with local Council - weekly rubbish pick up missed my next two neighbours' bins as truck raced to get through the lights before they changed. It was not because the bins were in the wrong place or contained banned materials. No, apparently just in a hurry.

I rang the call centre (yes they have one as well) and gave a very concise run down. Rubbish bins of xyy and yxz ABC St not emptied by the truck. It did not even attempt to pick them up, raced through a changing traffic light instead.

Got, "That should not happen" and all the good oil you expect to hear. Followed by is that all I can help you with today?

To which I replied, "Just one more thing, what is my call reference number" (history of this Council not responding)?

Silence for a few seconds, then, you don't have to worry as I'll get it seen to immediately.

"Oh. No worry, I just want to be able to pass it on to my neighbours if their bins for some reason are not emptied."

"It will be done."

"Thank you for that. Can you tell me the reference number?"

Silence, then, "It will take a minute or two as I've written down the details so the call would be quicker for you."

She then started typing (heard in background) and then the "You've been caught out moment" - she asked me for both the house numbers and street name.

 

[coriander]

Activated the 1000 points / $275 spend to do the weekly shop.
19/8/2015 Online ordered $300 of groceries for delivery by 20/8 (T&C cutoff date for promotion).
Order accepted by Woolies and paid for by CC.
Amended order value sent to me by email 3pm 20/8/15 - some items including $50 of steak "not available" - for delivery 5pm 20/8.
Order value fell to $227.
No 1000 points bonus.
Call centre attitude: "tough cough".
Not. Happy. Jan.

 

[rainbowgirl]

I'd escalate the query to the supervisor level of call centre staff. I've heard of members getting their points in these circumstances so it doesn't appear fair that you have missed out.

It's extremely risky using online orders for targeted offers. I usually choose food where I know there will be substitutes available which reduces the chance of the order total being changed.