PHONE, CALIFORNIA -- I am extremely disappointed with the horrible quality of your employees in customer care. I called again today1/25/02 to share my discontent withthere not being a catalog available to Benson and Hedges smokers. I have smoked these cigarettes for 9 years and have many labels saved and would like to turn them in. Since there is no catalog I requested that they send me a different one for one of your other brands and you could honor my labels. 'JOAN' said no we do not have a catalog. When I presented hr with this very easy solution, she said OK she'll send me a catalog and which one did I want. I wanted to clarify so I asked if she was going to make sure that they would be honored and her response was 'No, but if you want to send them in - Go ahead. I have been in the customer service industry for most of my life and am about finding solutions that keep customers happy - clearly Joan has no concept of this at all. I then asked to speak to her supervisor and he was just as disappointing. 'JAMIE' said that I should hold on to my labels and maybe one day there will be a catalog. I explained to him that my frustration was because that I received a catalog and sadly, called 2 days late to trade for the objects. I was informed then by someone that another catalog would be out soon and just to hold on to the stubs. That was more than a year ago. I called about 6-8 weeks ago and the customer service person that I spoke to said that she would try to get me catalog or information as to when the catalogs would be out or to see if she would be able to send a different catalog and honor the labels. She said that she would do so, took my information, and said that minimally I would receive a letter in response to my request and coupons. That, of course, never happened either. Frankly, I am sure that I could go out and buy the various give aways and I am sure they would be relatively inexpensive. However, it is the principle of this issue that bothers me - why do some of your customers - those who smoke Marlboro for example, deserve rewards, whereas I, a loyal B&H smoker do not? Quite frankly, with the cost of cigarettes now due to taxes, regulations on smoking in public, and constant negative publicity about smoking I am shocked that you wouldn't want to hold on to my business and send out all kinds of prizes and rewards. Perhaps you feel that since I am addicted to your product, there is no need. Well, I have switched to another brand that I made sure has no affiliation with Philip Morris because I feel so strongly about this issue. In addition, I am one of the leaders for a pro-smoking group that has members all over California. We focus mainly on inalienable rights, scientific proof regarding second hand smoke, and the impact the tobacco industry has on the economy. I have yet to shaer my situation with your company because that we haven't had a meeting since October. However I have every intention of doing so in Las Vegas in February when we meet to discuss the above mentioned issues. Smoker's rights is something I personally choose to believe in and I have always felt that Philip Morris had a consistent, quality product until now. You need to recognize that everyone who works for represents your company - so when the people you have in customer care are rude, have no follow through, and as unaccommodating as possible they represent your attitude toward customers. You hire them, you have systems in place, and they feel it is OK to behave this way with no repercussions. I just wanted to give you the opportunity to correct this problem and to change your policies on service expectations.
At the very least I would like a response from your company regarding this incident. Thank you for your time.