I have noticed a large amount of dissatisfied customers of CW lately and notice in almost all of them a quick response from a team member asking the OP to send a pm so they can get the issue resolved. My wonder is...why don't they simply contact the OP? Is it against the rules? Maybe blocked? Or do they want others to think their issue really matters to them? Just simply pondering the mysteries of the interweb.

I hadn't thought of it but it's a good question. Why don't they just PM them and post "PM sent"?

I thought they ask the OP to send contact info, email and phone, rather than discuss it on a PM. :?

Sending a PM would not be 'public'Rapid Response Team posts for ALL to see they are paying attention, are involved, have reached out to OP and is a public statement that they will handle it.Then it goes away UNLESS OP follows up with another post which is rare even when 'smoke was just being blown' let alone actually handled

But there ultimate response is never public. They always take it off-line so we don't see the resolution.

They are the ultimate mod. No reason to go past that.

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ScottG
Nomad
Jun 24, 2015
I hadn't thought of it but it's a good question. Why don't they just PM them and post "PM sent"?
gbopp
Explorer
Jun 24, 2015
I thought they ask the OP to send contact info, email and phone, rather than discuss it on a PM. :?
Old-Biscuit
Explorer III
Jun 24, 2015
Sending a PM would not be 'public'

Rapid Response Team posts for ALL to see they are paying attention, are involved, have reached out to OP and is a public statement that they will handle it.

Then it goes away UNLESS OP follows up with another post which is rare even when 'smoke was just being blown' let alone actually handled
ScottG
Nomad
Jun 24, 2015
But there ultimate response is never public. They always take it off-line so we don't see the resolution.
jandjbaums
Explorer
Jun 24, 2015
They are the ultimate mod. No reason to go past that.
krsmitty
Explorer
Jun 24, 2015
ScottG wrote:
But there ultimate response is never public. They always take it off-line so we don't see the resolution.

X2...I would be interested in the resolutions.
3oaks
Explorer
Jun 24, 2015
krsmitty wrote:
ScottG wrote:
But there ultimate response is never public. They always take it off-line so we don't see the resolution.

X2...I would be interested in the resolutions.
It's a two way street. Why doesn't the original poster with the complaint come back and explain if and how well his issue was resolved. :R
krsmitty
Explorer
Jun 24, 2015
3oaks wrote:
krsmitty wrote:
ScottG wrote:
But there ultimate response is never public. They always take it off-line so we don't see the resolution.

X2...I would be interested in the resolutions.
It's a two way street. Why doesn't the original poster with the complaint come back and explain if and how well his issue was resolved. :R

Good point. Have to sign non-disclosure? ;)
wbwood
Explorer
Jun 24, 2015
As ScottG first mentioned. They could simply post a comment that they are sending a PM to the member.

From my past experiences, I can tell you that they can contact people on their own. I've had Mike Siemens (President of Good Sam) contact me directly before and most recently Mark from the Rapid response Team called my cell phone. Maybe it's because I am a Good Sam member and they have my information.
TxCowboy
Explorer
Jun 24, 2015
They do respond to the PMs. My issue (needing a second UPS return label for an order) is still ongoing but Mark responded to my initial request from 5/27 and sent the first label via email immediately.

Unfortunately, the second label (for the second box of the two-box order) still hasn't been received. I'm going to start calling daily but, based upon the many posts in this forum, getting through to a CSR is going to be tough.