Tuesday, February 9, 2010

Tassimo sucks (now with update)

Guess what I'm doing? I'm waiting for someone - anyone - at the Canadian Tassimo office to get back to me. Which they probably won't. And I will be forced to call them again. Me, who is afraid of the phone. And confrontation. Which make phone confrontations probably one of my worst nightmares. But you be the judge:

Timeline of my interactions with Tassimo over the past several weeks, faxed to their office half an hour ago.

Jan 10 I place my order for t-discs online with Tassimo

Jan 11 I receive email confirmation of my order, including charge for 5-10 business day shipping.

Jan 13 The transaction appears on my credit card

Jan 14 The transaction is formally posted to my credit card

Jan 22 I call the Tassimo office to check on the status of my order (it has been 10 days). I am told that some of the coffee is on back order but that it should all arrive the next week.

Jan 28 I call the Tassimo office again as my coffee has not arrived. I am told they cannot send it out because my credit card was declined. I fax a copy of my credit card statement to the office to prove that, no, it was charged in full.

Jan 29 I do not hear from Tassimo.

Feb 1 I do not hear from Tassimo.

Feb 1 I call Tassimo to find out what is going on with my coffee and credit card statement. Person on the phone knows nothing, but says she will talk to a supervisor and get back to me. While I am waiting, I contact the main Tassimo complaint line and I am told they will get back to me within 24 hours.

Feb 2 I do not hear from either Tassimo office.

Feb 3 I call the main complaint line and I am told I must deal with the Canadian office directly. I call the Canadian office and they announce that the problem is solved! We're sending out your coffee! I ask why I wasn't contacted and they say it was just resolved. I ask to speak to a supervisor about the discount I will surely be receiving.

Around 4pm a supervisor calls to tell me they will send out the coffee Priority shipping via UPS and refund the cost of the shipping. She does not apologize.

Feb 4 My coffee does not arrive. My credit card is not refunded.

Feb 5 My coffee does not arrive. My credit card is not refunded.

Feb 8 My coffee does not arrive. My credit card is not refunded.

Feb 9 I call the Tassimo office and they tell me my coffee hasn't been sent out because my credit card was declined.

My head explodes.

Then I fax a copy of my statement and a copy of this timeline. I ask that a supervisor contact me with the solution by the end of the day. I am told the supervisors leave at 4:30. I tell the person he better get a move on then.

If you received this timeline, wouldn't you contact the customer immediately? And apologize? And send out boxes of free coffee to try to stop the customer from going out and buying a Keurig?

I'm calling back at four.

*********************

So. I called back at four and my contact person had information for me.

Not that he had bothered to call me with it.

Apparently, both the coffee and the refund will be in my hands on Thursday. I'm guessing it is just the refund of the shipping, since they do not seem to care about my business.

I've also sent a copy of my timeline to the main complaint line. Maybe someone there will think this is as appalling as I do?

Until Thursday, I'll be testing out the Keurig machine at my husband's office.

7 comments:

Anonymous said...

Tassimo sucks ass! The management should all be fired!! What a bunch of fucking idiots! They had the Starbuck's contract and lost it? Hello... I took mine back to Bed Bath.. and asked them "what the fuck am I supposed to do with it?" They said exchange it for a different brand. That's what I did! Tassimo you dumb bastards!!! You had the ability to be making money hand over fist with Starbucks attached to your brand. Classic case of fucking ignorance!!!!

Anonymous said...

Have to agree with the previous comment, Tassimo Management (Kraft)really dropped the ball. They had a superior product to the Keurig and simply blew it by not opening up the t-disc market to ANYONE willing to make coffee for the machine. Keurig took off because the marketed and opened up the machine to anyone willing to package their coffee brand in k-cups. Kraft had to be greedy by offering only Kraft brands (which include gevalia, jacobs, etc from the european market), and they dropped Starbucks due to poor management. Sad that a superior machine lost because the people in charge of the product were either complete idiots or simply too stupid to heed the advice of their paltry following. Premium non kraft brands would have been the key.

LiveChat85 said...

Thanks for sharing this experience, that could be a problem to your local office.

Bosch Tassimo coffee maker

Lucy said...

It hasn't gotten any better. After 5 phone calls and 4 emails to customer service, I still don't have my coffee and the latest contact told me the order had been cancelled. Again.

Anonymous said...

I agree that the Tassimo coffee maker sucks, i CHANGED MINE 3 TIMES, ALL FOR DIFFERENT REASONS AND CUSTOMER SERVICES IS NOT OFFERING ANY HELP, THEY ARE USING ME AS THEIR QUALITY CONTROL TO CHECK THEIR MACHINES FOR THEM. IT CAN'T BE A COINCIDENT THAT THE THREE REPLACEMENTS ARE NOT FUNCTIONING. i NEED TO KNOW WHAT CAN i DO ABOUT IT...ANY IDEAS PLEASE

Anonymous said...

Just got off of the phone with customer service at Tassimo. 2 weeks of impossibly horrible service. Ordered 130 dollars worth of discs and got charged but they can't deliver me the product. As the situation escalated, the service got worse and worse. Without getting into the whole nightmare story, I ended up having to call my credit card to void all charges from Tassimo. 2 weeks of waiting. 6 customer service agents. Unlimited broken promises. Credit problems they couldn't explain or correct. 3 way call with my bank and they still couldn't fix the problem. Last call took over an hour and literally after more than 3 hours total phone calls, I finally lost it. Don't buy Tassimo. Whatever you have to pay for another system, do it!

Anonymous said...

In response to the August 25th post, you hit the nail on the head! Does anyone remember the VHS vs. Beta battle? Same situation. Sony had a superior product, but lost the competition because other companies went with VHS.