I recently had an issue with a scheduler with GfK and I'm wondering if it would make a difference to report it, and if so, who do I report it to?

I did a shop for them and input the report on the same day as expected. The next day I got an email saying the shop was canceled because the report wasn't received. The email also said to reply to the email if this wasn't correct. Not only did I reply to the email, I called and left messages at the main number. I did not contact the scheduler directly because her information was not on the shop details.

Well, 2 weeks, 4 emails and 3 phone messages later I see a bonus offered for the exact shop I already completed from the scheduler. Since I now had her direct information, I emailed her and explained I already did the shop and had been trying to reach her for a few weeks. I also included the business card for the shop I did and copies of the previous emails I sent.

The scheduler told me she had already assigned it to someone else and in the future to contact the scheduler directly. I replied to her and told her I would have directly contacted her earlier but my phone calls and emails were never responded to, plus her information was not in the shop details in the first place.

I told her I expected to be paid for the shop because I did what I was supposed to do: as instructed, I replied to the email that said the shop was cancelled; I made phone calls and left messages with details on the situation; and I sent additional emails with the proof of shop attached.

I have not heard from her or anyone else from that company. Does anyone have any advice on how I should handle this? I feel as if her superiors need to know because I am one of the few shoppers GfK has in the area and I like working with the other schedulers. The way she handled this was unprofessional and unfair. I have proof that I reached out to her via email numerous times and I'm sure if they looked in their records they would see the same.



Edited 1 time(s). Last edit at 02/08/2012 08:18PM by HaveARayDay.

I would call and ask if they have a 'shopper advocate' because I had an issue that did not seem to be getting fairly resolved. I would not go into detail with the operator but if she/he indicated there was no advocate asked to be connected to the project manager for the ____ shops you performed. I would then be ready, willing and able to forward all emails I had sent to the scheduler to resolve this as well as detail unanswered attempts to contact as you have done here.

Did you by any chance save a copy of your report before you hit 'submit'? Or was there any confirmation of the submission that you have a copy of? That would be a reasonable proof that there was an issue with the reporting system and would add a whole lot of credibility along with your forwarded emails that all reasonable attempts were being made by you to get resolved an issue not of your making.

If a reasonable adjustment is not made for you then I would not provide them with my services at least for a while.

There is no receptionist to speak with at GFK. If Donna Goodwin is still the scheduling supervisor she has always been responsive and fair when an issue arises with one of the schedulers. When you call there is an option to press to get to schedulers, ignore that and see if you can get her name and extension.

I'm curious if you used Firefox. I know other people will come here and say they've used other browsers successfully, but GFK is one of those companies who insist on a specific browser just like CORI and IE. If a company is adamant about that it's just not worth it to use something else when they can come back and say you did not follow instructions and subsequently not pay you.

Donna would be an excellent choice to talk with. I worked a lot for/with her back prior to the audit fiasco. I found her to be fair, helpful and understanding (i.e., she bothered listening and then told you how she thought you could rescue a situation).

I suggest you consider either of these two remedies:

1) Send your complaint directly to the owner by certified mail.

3) Sue the bastards.

Seriously?

Sunnyside Wrote:
-------------------------------------------------------
> I suggest you consider either of these two
> remedies:
>
> 1) Send your complaint directly to the owner by
> certified mail.
>
> 3) Sue the bastards.


What happened to Option #2?

Option #2 is now gone due to economic cutbacks.

Thanks everyone for the advice. Actually, Donna was one of the people I called about the situation. I left 2 messages on her voice mail on two different days. Her voicemail said she returns calls at the end of the day so I gave it a couple of days before I called her again. No response...ever!

To LisaSTL: Yes I used Firefox.

To Sunnyside: Your #3 made me laugh. Thanks

To Flash: I just may take your advice and not work for them for a while. But it's the principle that irritates me. She never responded to me and she gave the shop to someone else with a bonus.

LOL @ sunnyside and suzieboz...... However, the money it takes to sue might be well over the cost of the shop so.....

Take them to Judge Judy. You get your court costs reimbursed if you win. :-)

Never had good response from them if had a question. Always had to ask for payment. took them forever to respond. I have heard alot of bad things about this company stiffing their shoppers. Personally, no longer even bother to go to their site.

This is probably not the first time I've said this, but I'm actually not a fan of GFK. I find their website tedious and their communication poor. That said, I've always been paid the agreed upon fee and always on time. And I'm not aware of any shoppers being "stiffed." In fact, I had an issue with a scheduler who was being less than honest about a job and the company was insisting I return to the location. Donna went to bat for me, I did not have to return to the location, my report was accepted and I was paid in full. Bottom line, things happen and it is how it is resolved that matters.

I've had problems with their website on quite a few occasions. I had one scheduler who was incredibly helpful, another one, not so much! Also, as far as I know, none of the schedulers actually work at the GFK office, they're all independent contractors, and situated in various places across the country. (I have never worked with Donna, but I assume that's the case with her as well.) Getting in touch with someone at the actual company is not easy, you're basically at the mercy of the scheduler to relay the information. The address that does go to someone at the company is info@cybershoppersonline.com. If you're lucky enough to get a response, don't expect it to be signed. They're very diligent about trying to stay anonymous. If you want to give it one more shot, perhaps you can try that address, and maybe copy Donna as well.

Thanks everyone for the input.

Nicelytwicely - that is the exact email address I used when I emailed more than 3 times. And I also called Donna and left two messages for her. I heard NOTHING!

Perhaps I'll try Donna again since a few of you have said she's helpful. But when I tried to contact her I didn't get a response.

Did you use that address to correspond with Donna? (The one I have for her is donna.goodwin@gfk.com.) If you email again, I'd send it to both addresses. I still think there's a good shot that someone truly within the company "watches" that mailbox, but again, I'm not surprised you didn't hear back. There are a few reasons I don't do a lot of work for them, and this is one of them! Good luck!

I know this is an old thread - but I just had a bad experience with Melissa Gaye with Gfk. This was the first (and only) time I have worked with her, and I have sent a dozen unanswered emails to her requesting resolution to an issue she acknowledged was GFk's fault. Still no resolution, and no response. I just sent an email to Donna Goodwin; hopefully that will elicit a response to my issue. Meantime, I am deactivating myself from Gfk. I just don't need the hassle, and I am certainly not losing much in terms of financial opportunity with them.

Hi pcs,

I'm sorry that happened to you. My situation was eventually worked out and Melissa was key in helping me. I didn't deactivate myself, instead I decided not to work with the scheduler that mistreated me. Eventually, I had the opportunity to bring up my situation and they gave me the payment plus $20. Hopefully you'll hear from Donna.