Well some interesting feedback!
I called up
www.hartz.com and was forwarded to a woman on the customer Hot line. And boy was it a “Hot Line” at that! I explained my complaint and how I bought the product and from the start she had quite the attitude with me!
I started to tell her about the weevils in the bag and she started talking over me immediately about how certain humidity will cause that to happen. To clarify I asked how it could just happen from humidity, because the bugs/eggs/larva would have to be in there in the first place. She told me it was a rare occurrence, still talking in a loud annoyed tone toward me.
After we agreed the eggs/larva must be in there first to hatch and humidity cant manifest bugs that were already there, I asked if they had some way of making sure these things don’t happen. She told me it was impossible to keep the bugs out. She made it sound as though they didn’t have any system in place to keep so many bugs out of their feeds.
So I asked her “what would happen if this were rice or oats made for human consumption and the bugs got in there? Would the company just tell me its impossible to keep the bugs out?” Again the angered women started talking in a strong angry tone about how it’s a rare occurrence and these things happen when there is allot of humidity.
She forcefully started to tell me that I could send in the bar codes of the product for a refund. And in the conversation talked over me three times about the refund. She was very inpatient!
In my view they should be crawling on their knee apologizing and assuring me that it is in fact a rare occurrence and they do what they can to keep these pests out.
The women also argued with me about the fact if they were weevils or not. She told me they were some kind of moth larva, but I told her they were clearly small gray beetles and that they were weevils but she insisted otherwise. I told her beetles don’t turn into moths but I then decided not to argue with her. I continued with the subject to my concern about the possibility of mites and parasites that may live on the actual bugs them selves.
She bluntly told me the bugs don’t have mites or parasites. I asked how she knew and she assured me she “KNEW”. She also had the nerve to tell me I shouldn’t worry about the bugs because they were “nutritious”
In her last outburst she shouted to me about the refund and I paused with a simple “Hmm” and told her that I had done some research about Hartz and am finding out that they have quite a bad reputation; and at that I heard her yell something as the phone line went dead after she hung up on me.
Now maybe its just me who thinks this.. But no matter the customer’s complaints, thought or questions, the employee should always act calmly and do their best to want to keep the customer coming back. Especially!!!.. if your work for a “customer Hot line” like this women did.
After a few moments of calming myself down from the experience I called back and asked for a manager and got the supervisor.
This next woman was actually very nice and answered my questions a bit more thoroughly. Although I admit I am still not that impressed. I told her I talked to a very rude woman, explaining the way she was as I have just told all you who read this.
She kindly apologized for the woman’s behavior and asked for her name, but unfortunately I am not sure she gave it; and if she I forgot. I retold my story about the hamster feed, giving her the product name.
She had said they don’t usually receive calls of this nature but that it had been a bad year. She did tell me that it would have gotten in there during the processing of the feeds. I asked if they had some way of checking for these things to try and insure that bugs didn’t get in. I was told that although it’s hard to get all the bugs out they do have a strict process they go through to try and keep these things out.
This I can understand.. But I cant be happy with a feed product where it seems as though they have no process at all that keep the feeds as bug free as they can.
I thanked the women for explaining that to me as the other person made it sound as though Hartz did nothing.
I also explained about how I was argued with on what kind of bug it was. I told her it was weevils and she said it would be a big help if I sent in a sample of the bugs so they could send it out to see what it was and take action on how to stop it.
This made me feel a bit better.
I was given clear instruction on what to do in order to get my refund. I think I will send that in with some dead bugs for them to see. And maybe an altered version of this very message for the manager to read.
I was pretty upset with myself for not getting the woman’s name that was rude to me. But I told the nicer lady that if she saw a disgruntled woman walking around that was probably her. I was pleased to get a good laugh out of the women on the phone.
That’s basically it!
But the question is.. will I buy a Hartz product again? Probably not!
Warning! Bugs In the Following Hamster Feed!
Practically falling off my chair laughing here.... best thing I've read in ages! I just can't believe she really said that!!
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