I'm not complaining about the turnaround time, I'm complaining that I paid a lot more money for Express service and it took 22 days just for my package to be opened and logged into the system. Especially when another of the Admins says "EX packages are given a priority. But if for some reason you have a package delivered with EX or WK on the outside and it is not received within the first week feel free to give our customer service team a call and we will make sure our CGC receiving department locates the package as soon as possible." I had already done that 2 weeks before, a week after Fedex delivered it at roughly 10:30am on Monday Jan 31st. It wasn't logged in until February 22nd.
I asked Customer Service several times a simple question "How long does it usually take to log in an Express package?" and got what sounded like a response for a normal package "We are opening packages from Jan 14th. etc.
At the same time other customers of yours are posting that they are surprised to get their normal submissions back way earlier than expected.
I think if something like this had happened to you when you sent, say, your cell phone in for service, and paid $100 extra for express service, waited 3 weeks for the service center to log it in before even starting repairs, even though the turnaround on the actual repair was speedy, then you get your phone back and there are smudges under the glass, so you send it back again, wait again, get the phone back a 2nd time and part of the phone is missing, you'd be feeling like I'm feeling. Add to that your friend telling you they sent their phone in for service, didn't pay $100 for express service, and they got their phone back sooner than you did.
How would you feel under those circumstances? I think you'd feel the same as I do, probably even angrier.
Finally, you have your messages to Customer Service ignored, including asking for a printout of your account activity being screwed up and follow up messages ignored.
I don't think I'm acting unreasonable to have my concerns addressed and that credit in the amount of the difference between Modern or Modern FastTrack and the cost of Express service, refunded to my account. Considering the other errors on CGC's part I don't think I'm asking too much to have the other $20-$35 credited to my account as Customer Good Will.
I worked/managed the customer service for a large company for decades so, if anything, I tend to be more forgiving when dealing with a company's CS but I have to say, in this instance, your company could have done better.
Again my apologies for bringing this up in your Forum but after receiving no response to my messages for several weeks I felt I had no other venue than this one to try and get satisfaction.
Thank you,
Bob J.