Wednesday, March 07, 2007
Response from VacuWare Concerning Product Review
In my last post I mentioned that a comment added to a review of the VacuWare Fresh Food System made me suspicious that the remarks were left by someone tied to the company.
I just received an email from the company's communications director who was responding to my blog posting - the original review. In terms of the criticism, she wrote, "Based on our own evaluation of the FreshPouches and customer feedback we have received, we have found that they are too dependent on the consumer sealing them perfectly, which is not convenient for the consumer ... we are currently in the midst of developing new and improved FreshPouches."
As for waiting on line for help, she wrote, "After monitoring our call center and reviewing customer feedback, we determined that our customer service offering was not meeting the high expectations that we have set and that our customers deserve. We have taken the necessary steps to bring customer service in-house and called any customers who we saw had not been properly cared for." I hadn't received a call, but then my wife and I never actually spoke to someone there.
If I get a chance to try the new pouches - whenever they come out - I'll post an update to the review.
I just received an email from the company's communications director who was responding to my blog posting - the original review. In terms of the criticism, she wrote, "Based on our own evaluation of the FreshPouches and customer feedback we have received, we have found that they are too dependent on the consumer sealing them perfectly, which is not convenient for the consumer ... we are currently in the midst of developing new and improved FreshPouches."
As for waiting on line for help, she wrote, "After monitoring our call center and reviewing customer feedback, we determined that our customer service offering was not meeting the high expectations that we have set and that our customers deserve. We have taken the necessary steps to bring customer service in-house and called any customers who we saw had not been properly cared for." I hadn't received a call, but then my wife and I never actually spoke to someone there.
If I get a chance to try the new pouches - whenever they come out - I'll post an update to the review.
