Adventures in M - Day 5 - The First Few Snags

BYM and I watched the DW Presentation tonight after I had figured out how to order a presentation. It is set up really cool so that you can direct a potential customer to the site and log in while you do the same from your own computer so that you can do a remote presentation.

Apparently, this DW Presentation is a big deal - it is replacing the older presentation which has been the standard for years.

I wanted to watch it right away. We received the booklets with our Business Kits but no DVDs so watching it online was the only way I could figure out for us to do it.

It was pretty darned good. When we got to the product comparison part, though, I pointed out to BYM that the prices were off.

First of all, it turned out that I had ordered the American version so we were looking at American prices. BYM pointed that out and I said, "But look here in the catalog, they're wrong here as well."

Indeed, in the catalog, it said that the 192-load bottle of 6x Laundry Detergent was $36.99 compared to 6 bottles of 2x Ultra Tide (which is what it would take to do 192 loads) for $53.94. BYM pointed out that the prices were consistent and I was possibly insane.

So I whipped out my computer and showed him how when I was logged in and ordering, the price for the 6x Laundry Detergent was $57.50, no savings at all. I was starting to feel misled, and a little betrayed.

So my BYM jumped on the computer and started tooling around the Product Store and noticing that all of our Preffered Customer prices were the same as the Regular Customer prices.

"Hmm... that's not right," he astutely observed, "not right at all."

"What do you mean?"

"Why aren't we getting our discounted prices?"

"I thought it was just because Canadians were getting hosed," I ventured. I sometimes tend towards the cynical, especially on Friday nights when I am tired, "These are the prices they have been showing me all week."

"Unlikely," he replied. And then he called Customer Service.

Happily, the rumours about M Customer Service are true. They are super-friendly, resolved everything quickly, and were totally on top of it.

It turns out we had missed something rather important. Apparently when Doug and Jim had enrolled Jordon they had forgotten to mention that we still had to fill out the paperwork, SIGN IT, and send it in. Until then, only our first order happened at Preferred Customer rates.

Oops! But what about my Cosmetics order. No problem. They would refund us the difference when they received the paperwork. Great.

And what about the Loyalty Dollars that weren't showing up. As new customers we were supposed to qualify for 20 dollars off in each of our first five months. I hadn't been able to redeem any - obviously it was because we weren't really new customers yet. No problem, they would bump the dollars back and start them next month. Super.

And what about the future order that I had put in earlier today? She suggested it would be best to cancel it - both for the complication of pricing and the inability to redeem Loyalty Dollars on future orders.

About that future order. I thought I was being all smart and putting in an order that would ship automatically at the beginning of June using ExpressLink at the top of the Product Store page. But after submitting it, I started worrying that I had missed something and it was going to ship right away and I couldn't figure out how to check it out.

So I called Customer Service. The rep, Jeremiah, was totally nice to me, checked it out and verified that, yes, it was going to ship in June. BYM later figured out that all we needed to do to see future orders was click on the ExpressLink icon and there it would be. Of course, as I mentioned, we ended up cancelling that order a little later.

So, two little oopsies, both our fault, or at least our misunderstanding, and both resolved very easily and quickly by M Customer Service. Hooray for great Customer Service!