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Sentry denied two reports because I used the words "patio heater" instead of "outdoor heater."

January 30, 2018 04:56PM
I responded to the denial email that I disagreed, and I am waiting for clarification. What do you think, is a patio heater and an outdoor heater the same thing? ​
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January 30, 2018 05:04PM
When using Google, the results look like the two are used interchangeably.

Equal rights for others does not mean fewer rights for you. It's not pie.
"I prefer someone who burns the flag and then wraps themselves up in the Constitution over someone who burns the Constitution and then wraps themselves up in the flag." -Molly Ivins
Never try to teach a pig to sing. It's a waste of your time and it really annoys the pig.
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January 30, 2018 05:12PM
This sounds UNreasonable. Is there more to it? What did the editor say? I've had shops miraculously accepted despite far more egregious offenses...
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January 30, 2018 05:27PM
Her original email stated the client will not accept the report because the client believes these are two different items.

I asked for a further review and the denial from the client in writing.
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January 30, 2018 05:49PM
Sounds like add the to another reason "why do people hate Sentry so much?"
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January 30, 2018 06:14PM
I would see this as an editor error. If the client has a hard fast rule on a particular term to be used, the editor should have made the correction before sending the report to the client. MHO

Shopping up and down the Colorado Rocky Mountain front range.
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January 30, 2018 06:36PM
If this is the only problem, this is one of those rare cases where the client may reject the report, but the MSC should pay because the client got it wrong or did not insist that shoppers be told of their requirements. Also, new shop guidelines need to tell the shopper that only one term is accepted. I have done some Bare shops where the client's demands for terminology run to a couple of pages, as I recall. For another MSC and its client, the term "upsell" was banned, but at least the editors would catch and correct it, since they knew what the rule was!

Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel

Poor customer service? Don't get mad; get video.
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January 30, 2018 06:46PM
This seems unreasonable. Are we evaluating customer service or not? What was the objective of the shop? To reject a report based on using an interchangeable term is beyond logic to me....but I’m still learning!

Susie shopping the Columbus Ohio area and outlying communities.
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January 30, 2018 07:16PM
No other problems about my reports were in the email.

The sample form did not use quotation marks or state to use the exact phrase.
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January 30, 2018 07:41PM
Did the guidelines specify the language? If the client is rejecting it, I doubt you have any recourse.

"There's so much trouble in this world; surrounded by miracles" - Citizen Cope
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January 30, 2018 07:49PM
If this is the only error in the report, I suggest going above the editor. Contact Dave and get clarification. If the client is that particular about the verbiage, said clarification should have been in the shop instructions and/or simply corrected by the editor. This seems too simple - are you sure there is not more to this?

Hard work builds character and homework is good for your soul.
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January 30, 2018 07:50PM
No, but the right thing for them to do would be to pay the shopper anyway.
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January 30, 2018 08:03PM
Sounds like even their clients don't like Sentry.

______________________________________________________________________
Seriously, nobody cares that you're offended.
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January 30, 2018 08:49PM
If there is more to it, I do not know what it is. These are the fifth and sixth shops​ I have done for this client, and the first four were approved. ​
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January 30, 2018 08:50PM
That's an unacceptable reason to not pay. And the client rejected the report after seeing it, he/she is probably now "using" it for free.
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January 30, 2018 09:59PM
I just took the certification and it states you have to ask for an outdoor heater.
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January 30, 2018 10:15PM
Ah now that makes a BIG difference, but only if it says, that they exact words must be used.

Based in MD, near DC
Shopping from the Carolinas to New York
Have video cam; will travel

Poor customer service? Don't get mad; get video.
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January 30, 2018 10:22PM
Does anyone else wonder what someone would want to heat outside other than a patio? Maybe it's like what our parents said to us when we were kids. "Close the door! We can't afford to heat the whole neighborhood."

Equal rights for others does not mean fewer rights for you. It's not pie.
"I prefer someone who burns the flag and then wraps themselves up in the Constitution over someone who burns the Constitution and then wraps themselves up in the flag." -Molly Ivins
Never try to teach a pig to sing. It's a waste of your time and it really annoys the pig.
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January 30, 2018 10:38PM
@walesmaven wrote:

Ah now that makes a BIG difference, but only if it says, that they exact words must be used.


those words are underlined.
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January 31, 2018 12:11AM
I reread the training materials and it does say OUTDOOR heaters.

I thought this was to distinguish between INDOOR and OUTDOOR heaters. But I was wrong.
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January 31, 2018 12:42AM
If their terminology is that specific, they should make that very clear in the guidelines.

I’m with you— the way this sounds, you did ask for an “outdoor heater.”

Even if they can’t use your report, the company should pay you in full and then update their directions to make this extremely clear to future shoppers.
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January 31, 2018 12:50AM
If you are waiting for clarification then maybe you could have waited before posting here? Or, at minimum used a different subject line oriented at asking for advice? Seems that several experienced shoppers have pointed out that the guidelines do in fact cover the mistake you made.

Have you had previous issues with Sentry? If not, I do feel that at minimum the editor should have given you the opportunity to correct the report. Several MSCs reject reports if guidelines are not followed, they are not required to ask for corrections or clarifications.

My posts are solely based on my opinions and for my entertainment, contact a professional if you need real advice.

When you get in debt you become a slave. - Andrew Jackson
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January 31, 2018 12:59AM
I posted facts, asked for help, and was helped by fellow shoppers. That is what the board is for. Do not try to make it into something else.

Edited 1 time(s). Last edit at 01/31/2018 01:02AM by jenamars.
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January 31, 2018 01:42AM
Jen,

Did you ask for an outdoor heater or a patio heater? Is it also a requirement to use that exact term (outdoor heater) throughout the report or when you inquire about the product?

If it's only a requirement to inquire about an outdoor heater, and your report uses both terms interchangeably, I think the support system (editor) failed here.

Evaluating and mailing packages since 1994
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January 31, 2018 01:42AM
I have to say, the OP's subject line and opening post are not inflammatory. She also stated she had completed four previous reports which were all accepted without issue.

Equal rights for others does not mean fewer rights for you. It's not pie.
"I prefer someone who burns the flag and then wraps themselves up in the Constitution over someone who burns the Constitution and then wraps themselves up in the flag." -Molly Ivins
Never try to teach a pig to sing. It's a waste of your time and it really annoys the pig.
Reply
January 31, 2018 02:03AM
I misinterpreted the training materials. They are vague but do not use the word "patio."
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January 31, 2018 02:59AM
I too Googled it and found that patio heaters and outdoor heaters are pretty much synonymous.
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January 31, 2018 03:11AM
I can't comment from experience because I have never read the guidelines. That said, if it is required the shopper use the term "outdoor heater" when asking a sales associate it should be made clear no other verbiage is acceptable. I have read guidelines of other shops requiring things be asked about in a very specific way. It is always clear there are not other options and failing to do so can result in the shop being rejected.

Equal rights for others does not mean fewer rights for you. It's not pie.
"I prefer someone who burns the flag and then wraps themselves up in the Constitution over someone who burns the Constitution and then wraps themselves up in the flag." -Molly Ivins
Never try to teach a pig to sing. It's a waste of your time and it really annoys the pig.
Reply
January 31, 2018 03:29AM
The guidelines say Outdoor Heaters, in capital, bold letters. It is also in their quiz. This is one, if not the main objective of the shop. I have done the shop. When you fill out the report, it asks you again, to make sure, if you included in your narrative the item you asked about. I am certain, and it is kind of obvious, that this is client’s request. Sorry, I know it’s frustrating but details count....outdoor is not patio...
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January 31, 2018 04:53AM
@MikiNV wrote:

The guidelines say Outdoor Heaters, in capital, bold letters. It is also in their quiz. This is one, if not the main objective of the shop. I have done the shop. When you fill out the report, it asks you again, to make sure, if you included in your narrative the item you asked about. I am certain, and it is kind of obvious, that this is client’s request. Sorry, I know it’s frustrating but details count....outdoor is not patio...

You and several others have said that the guidelines are clear and obvious. The OP initially stated there is nothing in the guidelines, followed now by saying the guidelines are vague. Hopefully the OP will eventually admit they made a mistake and accept ownership.

Based on the initial discussion I assumed the OP was describing the atmosphere. Now it seems the task was to shop for the targeted item. In that case, they performed the shop incorrectly so there is nothing for the MSC to fix.

My posts are solely based on my opinions and for my entertainment, contact a professional if you need real advice.

When you get in debt you become a slave. - Andrew Jackson
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