customer service strikes again


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dazedconfuzed is offline dazedconfuzed Post #1  April 12,2010, 8:12pm
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So... Since numerous phone calls have garnered NO results, for the the heck of it, I sent an e-mail to eH customer service regarding not receiving e-mail notifications when I have contact from a match.

This is what I got back:

Thank you for contacting eHarmony Customer Care.

We appreciate your concern regarding to receive e-mail notification. It will be
a pleasure to help you.

.A few email providers, such as Yahoo and Juno, have broadened the range of what
they consider “spam” emails. Many mass emails, even innocent ones from companies
such as eHarmony who are providing you a service at your request, may be
considered advertisements and therefore deleted or filtered into a separate box,
rather than landing in your regular inbox. To make sure you get all of
eHarmony's emails, you may want to research in your email programs' options to
find a way to add eHarmony.com as a safe or allowed domain, so that you receive
all emails from us.

To further benefit your experience at eHarmony, I would like to share a
suggestion. While reviewing your account, I noticed that your About Me page is
sparse. This is the very first impression of you that your matches will receive.
Our average of 236 eHarmony members getting married every day in the U.S and
they have told us that they did not communicate with matches who did not have a
complete About Me page. For example, you may consider elaborating more on your
answers to question 6. (What is the most important quality that you are looking
for in another person?) and share with your matches why you consider honesty,
ambition, as well as a sense of adventure as being the important quality you are
looking for.

Another example is question 8. ( What is the ONE thing that people DON'T notice
about you right away that you WISH they WOULD?) You may consider sharing with
your matches why people think that you are shy, what makes them make such an
early assessment?

We want you to take the time to fill in thoughtful, detailed answers in this
section, like you would if you were actually speaking to a new friend. To do
this, please follow the steps below:

1. Log into your eHarmony account
2. Click on the About Me tab
3. Click on the Introductory Information subheading link
4. Scroll down this page and fill in your responses
5. Click on the “save changes” button

I would like to encourage you to take a look at our success stories page at
http://www.eharmony.com/success.

We look forward to helping you find the love of your life.
Sincerely,

Peter R.
Customer Care
eHarmony.




Of course, this is just a canned message. But how ridiculous is it that I am being told there are things in my profile, that are not in my profile, and my profile is by no means sparse. So why do they waste time and effort sending a B.S. message like this? Just look into my issue and fix it!!!
 
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fanofsteel is offline fanofsteel Post #2  April 12,2010, 8:31pm
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I have the same problem -- not getting email notifications about anything. And I received the same lame message from Customer Service. I check my spam box regularly and that is definitely not the problem.

The problem is that eH has gotten so big that they don't really care about customer service anymore. They've got millions of paying customers and apparently the outrage over poor service isn't sufficient enough for them to change their policies.
 
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j0hn8andy is offline j0hn8andy Post #3  April 12,2010, 9:04pm
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dazedconfuzed wrote :
Of course, this is just a canned message. But how ridiculous is it that I am being told there are things in my profile, that are not in my profile, and my profile is by no means sparse. So why do they waste time and effort sending a B.S. message like this? Just look into my issue and fix it!!!
I hate canned messages.....even when they personalize it to your own Profile.....and even if they look into your issue.

j8a
 
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Buck is offline Buck Post #4  April 12,2010, 9:23pm
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is really enjoying good fortune

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j0hn8andy wrote :
I hate canned messages.....even when they personalize it to your own Profile.....and even if they look into your issue.

j8a
Sounds like a rant to me.
 
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j0hn8andy is offline j0hn8andy Post #5  April 12,2010, 9:27pm
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Buck wrote :
Sounds like a rant to me.
Ain't it the Truth!

j8a
 
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cal_dude is offline cal_dude Post #6  April 13,2010, 3:44am
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They are promising to fix the missing email notifications ...see my "heads up" thread.

OP: depends what call center replied to your email. I've heard repeatedly that the SoCal one has the most experienced reps. Other centers don't. The lack of experience about the right answers is often compensated by giving you a random "suggestion of the day"
 
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MicMan is offline MicMan Post #7  April 13,2010, 4:23am
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I've been told by one of the mods that part of the email process is to provide suggestions to improve the service.

I found it a little patronizing when that was the focus of their response and not the concern that I wrote in about.
 
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krohnan is offline krohnan Post #8  April 13,2010, 5:26am
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I got the same answer when I emailed them about the same exact problem (only emails I receive are that my subscription has renewed) and this included telling them that since day 1 I have had eharmony on my hotmail's "safe sender's list" etc (I've also checked & re-checked and they aren't in my spam/jink list and ALL emails come from the same member services email from the looks of things).. When I asked then if it appeared not to be on my end I got a second message that tech services was looking into it...and that of course I should look into editing my profile and/or re-taking the test...
 
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angloaustralian is offline angloaustralian Post #9  April 13,2010, 6:57am
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The Customer service rep was looking at someone's profile. This seems an unusually specific response. The only profile related prompts I've received have been photo related, copied from a stock cut-and-paste file.
Last edited by angloaustralian; April 13,2010 at 6:58am. Reason: Cheer up, at least they like your pictures. : )
 
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eH_Advice_Host_Renee is offline eH_Advice_Host_Renee Post #10  April 13,2010, 8:33am

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Hi dazedconfuzed and Everyone.

We always regret to hear that members are dissatisfied with the Customer Care they received, especially when it leads members, like fanofsteel, to feel that once we have our member's money, we no longer care.

I know that many may not believe me when I say that that is far from the truth, but it is. At the end of every interaction a member has with a Customer Care agent, a member will receive an e-mail soliciting their feedback. These e-mails are used to identify agents who may need further training or issues that may need further consideration, and I encourage you to take the time to share your feedback if you feel that you did not get the assistance you were requesting.

Though we may not be able to make all the changes to our policy or procedures that members nay request, we have made changes based on feedback received from members. Also, with every interaction you receive, we want you to feel that your issue has been understood and addressed and, if the Customer Care agent wasn't able to assist you, that your issue was escalated to the appropriate department.

dazedconfuzed and anyone else who isn't receiving e-mail notifications of whatever kind, if checking your junk folder and/or adding eHarmony.com as a safe or allowed domain doesn't work, please contact Customer Care and ask that the matter be escalated to our Tech team. You should then receive some questions regarding your computer, browser, etc., and a member of our Tech team will follow-up with you.

Of course, it is important that you be able to receive all service-related e-mails; but, just a reminder, that the best way to know if you received a new match or new communication is to log into your profile! The e-mail notifications are secondary means of alerting you to new activity and, as such, may be received a few days after the information was available on your profile.

As I mentioned above, we are interested in our members' feedback; so I will be passing on the dissatisfaction with the quality of the Customer Care assistance many of you have already shared on this thread. But, it is really important that our Management team also hear from actual members; so I wholeheartedly encourage you to respond to all the feedback e-mails you receive and share both positive and negative feedback.

All the best,

-Renee
eHarmony Advice Host
 
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