Kantar - Royal Mail Monitoring and Posting Panel

beanielou

MABLE wrote: »

Yet again I have to chase TNS up for surveys carried out a few months back and still awaiting for the incentives. Hopefully their new system will be more efficient than the old one.

I really hope it is.

Saetana

I cashed out 900 points yesterday for Amazon vouchers and received them via email within an hour - so far so good

Schnurrbart

Saetana wrote: »

I cashed out 900 points yesterday for Amazon vouchers and received them via email within an hour - so far so good

Very different story for me, Saetana! I cashed out 500 points last Wednesday and 400 points last Thursday (both as Amazon e-vouchers) and promptly received the confirmation emails.

When I read your "within an hour" post I sent Kantar TNS a message to chase up my e-vouchers, as they still hadn't been emailed to me several days after requesting them.

I also asked them to clear up the discrepancy between information in the FAQ in the Reward Zone section of the Kantar TNS portal and what is stated in my confirmation emails from perks.com. In short, the FAQ says that e-vouchers can take up to 5 business days to arrive, while the emails says they can take up to 7 business days to be sent.

Finally, thinking that I was being helpful by pointing out another issue that they may wish to be aware of (when will I ever learn?), I informed them that clicking the 'Customer Support' link at the bottom of the emails from perks.com opens a new email message with 'rmsurveys-helpline@tnsglobal.com' in the 'To:' field, whereas - correct me if I'm wrong - Kantar TNS want us to use the messaging system on the account portal rather than emailing them directly.

I do wonder if the person who replied to my message actually bothered to read it. The somewhat less than helpful response went:

"Hello,

Thank you for contacting us.

E-vouchers are emailed to you.

To make sure they don’t go into your spam or junk folder, add the email address [EMAIL="OrderConfirmation@perks.com"]OrderConfirmation@perks.com[/EMAIL] to your list of trusted addresses.

Kind regards"

I've been trying to phone them, but keep getting a recorded message to say that nobody can take a call.

I've now messaged back, pointing out that - as can be ascertained from my original message to them - I am aware of what an e-voucher is, and that I had already taken the obvious precaution of checking my Spam folder before contacting them.

So, I currently have no idea what's going on with my e-vouchers, and my other questions/remarks were completely ignored.

I'm due some more points soon, so I hope that they have sorted out my outstanding e-vouchers by then. The above reply doesn't inspire much confidence, however...

I just hope that others' experience of the new rewards system is nearer to Saetana's than it is to mine!

Schnurrbart

In the interest of balance, I should mention that Kantar TNS (not sure why it's in red ink in my previous post) have usually been pretty helpful when I've had to contact them before. I've occasionally had to repeat a question that wasn't answered to my satisfaction, but I don't recall a time when I've received a reply so mismatched to my enquiry, nor an occasion when the bulk of my message was totally ignored!


On a separate note, if you're reading this, Moll, I've (finally) replied to your PMs, along with an explanation for the delay.


[Edit: Finally got through on the phone and spoke to someone knowledgeable and helpful (and who seemed to appreciate my feedback). They're going to try to get my e-vouchers sent as a matter of priority. They're already aware of the 'Customer Support' link issue - it's had people going round in circles! - but didn't know about the delivery times discrepancy, so hopefully that'll be clarified.]

beanielou

I got my first evoucher within a hour or so.

Schnurrbart

A heads-up (from Kantar TNS news feed):


"On Friday 26th July our Helpdesk phone lines will be closed due to staff training. The messaging facility will be available. We apologise for any inconvenience that this may cause."

I do hope that the person who sent me the reply quoted in my earlier post will be in attendance for the staff training...

apga

Is anyone aware of a 'receiver' of the test posts being 'retired' as a result of a 'sender' sticking the stickers of the mailing details to the outside of the envelopes? I feel I should report but I quite like participating (and getting the stamps, of course), so don't really feel like shooting myself in the process!!

beanielou

apga wrote: »

Is anyone aware of a 'receiver' of the test posts being 'retired' as a result of a 'sender' sticking the stickers of the mailing details to the outside of the envelopes? I feel I should report but I quite like participating (and getting the stamps, of course), so don't really feel like shooting myself in the process!!

I would think if you let them know then you will be 'retired'

lesleyb

apga wrote: »

Is anyone aware of a 'receiver' of the test posts being 'retired' as a result of a 'sender' sticking the stickers of the mailing details to the outside of the envelopes? I feel I should report but I quite like participating (and getting the stamps, of course), so don't really feel like shooting myself in the process!!

I am pretty sure receivers have been retired when they tell of an error made by the sender in the past, I wouldn't tell them.:(

Chocmonster7

Chocmonster7 wrote: »

Have ordered a £5 L2S gift card and it says it should be with me within a week.

My card arrived today, I'm happy with the system so far!