QVC LiveHelp RIP

“Effective April 1, 2009 QVC’s LiveHelp will no longer be offered due to a significant decline in our LiveHelp volume over the past year. However, we do offer many other service options. In QVC.com you have access to all of your orders and returns through Order Status. The link for Customer Service is at the bottom of every page which takes you to the various ways you can contact QVC: email, phone, or mail."

I have a feeling that this has much more to do with the recent employee layoffs than decline in volume of users. And it's certainly not like the Q promotes or encourages the service. LiveHelp is a bit difficult to find. You have to already know it exists and then go hunting for it. Most websites that use live chat customer service also use pop-ups asking if they can help you.

I guess I was one of the few people who did actually use LiveHelp because I much prefer chatting online to calling on the phone. They were helpful in making account and order changes and updates, but they weren't helpful at all with product questions. They tell you exactly what is written on the online product description page pretty much word for word. Surprisingly, since I'm already online using the LiveHelp service, I can read that for myself. I don't need to read it again on LiveHelp. Apparently they don't have access to any additional product information, but they won't just tell you that up front.

The Q should just have Queen Bea work the LiveHelp! I'll work very hard to generate more interest in the service!

QVC Denies Tova Foul Play

Mike George, QVC President and CEO, (and reigning QVC King) finally addressed Tova-gate in the most recent online chat. Apparently he has heard our cries of Tova foul play and swears that the fragrance has been fixed.

In a nutshell, last year the formula was changed. No one thought the changes would affect the fragrance. It did. Customers felt hoodwinked and Tova-gate was born.

QVC went back to the original formulation and tried to make amends with the Tova loyalists by sending out a free bottle of the new stuff (with the old formula).

However, not all the Tova customers were convinced that the scent was the same as the original. So,Tova-gate continues. Is the scent really different or is this simply a case of too little, too late???

BTW, just for funsies, check out Tova on The Soup’s Tales from Home Shopping here.

From the June 13th online chat transcript:

Vicki: Can you address what has happened with the Tova Signature fragrance. Many, many customers feel it is a different product than the original and are very vocal about wanting a chance to purchase the product they loved for years.

Mike: Thanks for your question Vicki. We know there are many loyal Tova fans who are very disappointed with the fragrance. Let me give you the background on what happened and what we are doing about it: Last year, the manufacturer of the Tova fragrance made a very slight change in the formulation. They did not think at the time that that change would have any impact on the scent. However, we heard from many customers that they felt the scent had changed. So we and Tova went back and took apart the formulation and concluded that, indeed, we had made a mistake and had inadvertently changed the scent.

We believe this affected her signature product starting around May 2007. We believe we completely corrected the formulation in fall 2007, and at that time notified all the affected customers that they could get a new version of the corrected product on our nickel. Since then, we have continued to receive complaints from customers who feel that the product is not back to its original standard.

We continue to monitor the Tova threads, as we do all threads. There is talk on the forums of a Tova-gate, and underhanded attempts on our part to trick our customers. All I can do is tell you the truth, which is we believe that we have been able to restore the formulation to its original version. This was never done in an attempt to lower the cost. In fact, the cost to make the product has not decreased at all.

We are at somewhat of a loss to understand why some customers feel it has changed. I believe they are totally sincere in their beliefs; we just cant find anything to indicate the product is not back to its original standard, In fact, the majority of customers are satisfied with it. I have had several discussions with Tova over the last year, and I can report to you how upset and disappointed she has been because she loves her customers and is so proud of her 25 year history with this fragrance. So please continue to give us information if you feel the product has changed. We will continue to monitor the situation. But again, all I can tell you is that we are totally committed to the original Tova fragrance and to the best abilities of Tova and the manufacturer, we believe the current fragrance is the same as the original formulation.

Dave King Rumor Mill Madness

There has been alot of interest in Dave King on the blog lately. I still, sadly, don't know exactly what happened to him, but I thought I would put together all of the gossip swirling around the Internet. Keep in mind, these are rumors, chickadees, not facts!

1) Dave was fired for insisting on day shifts after working late night/early morning shift for 13 years.

2) Dave was fired for low sales.

3) Dave was fired to scare all the other employees into submission.

4) Dave was fired, but even he has no idea why.

5) Dave was fired because of his relationship with either another host or a vendor.

6) Dave was fired because QVC is discriminatory. This particular rumor is based on a 1999 discrimination class-action lawsuit filed against QVC by former minority hosts, SAG, and ARTRA. You can read about it here.

7) Dave was fired because QVC is trying to weed out the older hosts and replace them with younger hosts. Why? The young hosts are cheaper and appeal to the younger demographic that the Q is trying so desperately to appeal to (obviously the way to do that is buy selling elastic-waist pants and old-lady sandals!).

8) Dave King is sick.

What we do know:

1) Dave gave no indication on his last shift on QVC that it was, in fact, his last shift on QVC.

2) QVC has not publicly commented on the situation (not even the generic, "he left to pursue other opportunities" line), nor did he get any kind of on-air going away party.

There is another rumor floating about that people tried to ask QVC President/CEO/King Mike George what happened to Dave on the Live Chat the other day, but that the question was never posted or answered.

When it comes to corporate America, anything can be true. I just hope that the truth comes out and I hope that Dave is doing well. I promise to let you know as soon as I know anything!

QVC King Wants You!

Make sure to be logged into QVC at 4:30 p.m. ET today for a LIVE chat with QVC King-President-CEO, Mike George. (Is it just me, or is he kinda rocking the Steve Jobs look a little?)

The message says to log in at 4 p.m. to ask him questions and "share your ideas" and then goes on to says the "live" chat starts at 4:30 p.m. What does that mean? Do they screen out anything that he doesn't want to answer??? Hmmm ... this seems a little shady.

I'm gonna try to be there, but the timing isn't good for me. Someone should ask him how Dave King is doing!