I am trying to contact my scheduler about a future assignment; tried also a couple more schedulers because the shop's coming up soon. No reply whatsoever. It's as if I'm talking to the grave. I have only shopped once before for this company and communication from their end was prompt. Is it ACL's normal attitude to ignore shoppers?

Edited 1 time(s). Last edit at 10/11/2013 04:14PM by CAscotch.

How long have you been trying, and did you try to call them?

I found it sometimes takes them a week with no reply to schedule a shop, I have had that experience. They have a lot
of shoppers, just wait it out.



Edited 1 time(s). Last edit at 07/31/2013 03:35PM by Irene_L.A..

It is the last day of the month. Every scheduler at every MSC is taking care of only the most essential end-of-month business today and yesterday.

I have not had any communication issues lately with them, btw. Instead of emailing specific schedulers, I usually just send to the general scheduling email addy and someone always seems to reply in a reasonable time. I have even had responses on weekends!!!

Me too. Often times I have no idea who the scheduler is for a specific shop so i just send my inquiry to the general box and someone gets back to me.

I have only done one shop for this MSC but I have to say I was impressed by their attitude, their willingness to help, and how quickly someone called me back.

There have been high turnovers of schedulers at ACL, too. So, one may be emailing a scheduler who no longer works for ACL or is no longer in charge of a particular client's shops. It is indeed best to email the "info" address.

Thank ya all. Your tips were helpful. I used them. I tried giving them a call, and I only got the answering machine. I emailed the "info" address but my issue is still pending. Don't know what to think but I am getting a bit nervous.

They have a voice mail system. If you press "1," that is Shopper Support. Follow the prompts. You may have to wait but someone should answer.

Are you talking about an assignment that is already assigned to you? Without breaking your ICA, can you state your issue here. Perhaps someone can help you.

Oh yes of course it is assigned to me. I wouldn't count the chicks before they hatch Shop is due in a few days. That's the reason why I am biting my nails! I would like to know where I stand and to make plans. I only did one shop for this company to date. I certainly don't know most of the scheduling staff. If any of you know of a particularly helpful scheduler who would be willing to help me resolve this, pls PM me with details. Don't want any of you to break the rules of this forum either.

What rules of this forum could we possibly break by helping you?

Be honest. Add a positive contribution to the community. You are responsible for all the content of your post. Do not reveal the clients of mystery shopping companies. We're in this together. And most importantly: Have fun!

Did you press "1" for Shopper Support when you called? If not, you may want to try again. If you did, what happened?

How long has it been since you emailed the "info" address?

Day2Day Wrote:
-------------------------------------------------------
> Oh yes of course it is assigned to me. I wouldn't
> count the chicks before they hatch Shop is due
> in a few days. That's the reason why I am biting
> my nails! I would like to know where I stand and
> to make plans. I only did one shop for this
> company to date. I certainly don't know most of
> the scheduling staff. If any of you know of a
> particularly helpful scheduler who would be
> willing to help me resolve this, pls PM me with
> details. Don't want any of you to break the rules
> of this forum either.

I am not here often BusyB. Wasn't sure if it would be a violation to mention any MSC employee by name.

As soon as you gave me helpful hints I tried them right away. Emailed "info" address shortly after I saw your post and another OP who mentioned the 'general box'. I even emailed my scheduler once more. She never got back to me with a single word. I dialled "1" for shopper support because I do not know any extension numbers. (Thank YOU again) I got no real person on the phone however I waited. I left a message but nobody called me back.

Day2Day Wrote:
-------------------------------------------------------
> Oh yes of course it is assigned to me. I wouldn't
> count the chicks before they hatch Shop is due
> in a few days. That's the reason why I am biting
> my nails! I would like to know where I stand and
> to make plans. I only did one shop for this
> company to date. I certainly don't know most of
> the scheduling staff. If any of you know of a
> particularly helpful scheduler who would be
> willing to help me resolve this, pls PM me with
> details. Don't want any of you to break the rules
> of this forum either.


So a shop is assigned to me and due in a few days but you need to make plans and see where you stand? I am confused. You can go ahead and plan to do the shop as assigned...everything you need to know is in the guidelines you should all ready have. Am I missing something here?

Liz

Yes I am afraid you are Liz. I have questions about the shop for which I need answers prior to performing. As I said I am a newbie to this company, and I am disappointed at their reluctance to communicate with me. Almost everyone is raving about this company, I can see that. But my experience right now is being diverse. In turn I do not get a good impression of the company. I doubt I will last long shopping for this MSC. I treat people with dignity and respect. And I do not expect to be treated any less.

Edited 1 time(s). Last edit at 10/11/2013 04:14PM by CAscotch.

It is true that sometimes the schedulers change as they seem to rotate clients and perhaps parts of the country as well. I have at times emailed the incorrect scheduler and they have always answered promptly, forwarding my message to the correct scheduler if there has been a change. Look through your emails they sent with information when you were originally assigned the location and you might find the correct scheduler there. I also recently noticed a spot to email the scheduler on an actual job that I opened up to check out on my board. If you can find the same client with a different location still available to accept (even if you need to search your entire state) and open up the info for that shop there will be a place on the bottom left I believe where it says something like email the scheduler if you have questions.
I am truly surprised you are not getting a response. If your question is related to an upcoming job, as others have said, many of us have probably done the job and know the answer. If it is a question specific to you and not a general "how do you interpret these rules" question then try the 800 number again. I often will push the number for anything that sounds like I will get a live person when I call the 800 number of places even if it is not the number to push for my question. Sometimes it seems the only way to speak with someone. I have never had to do this with ACL but when I do with other companies I explain that their phone tree did not seem to have a way to get a person otherwise and ask them nicely to transfer me or give me a number that will work.

Day2Day Wrote:
-------------------------------------------------------
> Yes I am afraid you are Liz. I have questions
> about the shop for which I need answers prior to
> performing. As I said I am a newbie to this
> company, and I am disappointed at their reluctance
> to communicate with me. Almost everyone is raving
> about this company, I can see that. But my
> experience right now is being diverse. In turn I
> do not get a good impression of the company. I
> doubt I will last long shopping for this MSC. I
> treat people with dignity and respect. And I do
> not expect to be treated any less.


Ok got it -- so you have a question or two about the guidelines. You can ask away but be vague (meaning use categories not specific shop names) and someone will be able to help.

Liz

Day2Day, I would be frustrated also, particularly as reimbursement is on the line. If ACL does not respond before your shop, re-read guidelines for the umpteenth time, and do the shop accordingly. Event notes override the guidelines, so pay particular attention to them. It's unfortunate that ACL has not replied to you. Persevere, make an executive decision, if needed. PM as many members that you feel can shed light.

Hoping for the best for you

Seems to me if there is a fair amount of reimbursement on the line and important questions that need answers prior to the shop, then going ahead and making an "executive decision" is exactly what not to do.

Someone posted this same scenario where there were conflicting instructions for a high end dining shop and they got burned for 160.00.

I think if you can document how many times you have attempted to make contact (unsuccessfully) and keep notes, then not doing the shop may be the lesser of two evils. I would not risk my cash for a possible failed shop. If there is no major reimbursement involved then well, maybe. But assume you may still not get paid if you don't do what they feel was required of you.

ACL is very flexible about rescheduling dates, so if the question can't be answered before the shop, it can most likely be rescheduled. That being said, I once had to call someone on a Saturday afternoon about an emergency (couldn't get a reservation...restaurant was full up) and they were able to push it back to the next weekend.

Not doing the shop is an option, as Boutique posted. Not one that I have chosen but that's based on my comfort level. Within some of their reports, ACL includes opportunity for the shopper to explain any difficulties, or non-compliance, showing a willingness to listen and work with the shopper. Nice, but nicer would be if ACL responded to Day2Day.