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rocks&co helper
21-10-2008, 02:54 PM
I work at Rocks&Co. and from now on I'll be here to answer any of your queries and questions... please don't hesitate to get in touch and I will get back to you as soon as I can. I'm here to help :1:

Lady Darls
21-10-2008, 03:02 PM
Hi and welcome, i'm sure you'll be kept busy lol :D

SUPERCOOLWILLOW
21-10-2008, 03:02 PM
hi rocks&co helper welcome along so your the one going to be sorting out any problems from customers on here

so i would like to say a very warm welcome to the forum

Klosblue
21-10-2008, 03:56 PM
:Hiya: Rocks&Co Helper

http://i5.photobucket.com/albums/y187/Saneug/Goodmorning-Welcome/Welcome.jpg

Sacha
21-10-2008, 04:11 PM
http://i42.photobucket.com/albums/e321/Pikachutwo2/PikachuWelcomesmiley.jpg R&C helper

Will you be around at weekends if we need to contact/speak to someone then?

Miss Kitty
21-10-2008, 06:15 PM
Sorry to sound negative, but how do we know you are from Rocks & Co?

We have had members in the past posing as customer service managers, so it we good to know you are 'the real deal'. :33:

rocks&co helper
22-10-2008, 09:00 AM
Hello all, I can assure you I do work at Rocks & Co.
(and my colleagues are laughing at me for being questioned)

I’m not sure how I can prove it to you... but you’ll just have to have a little faith and I’ll keep answering your questions as well and as quickly as I can for you. ;)

jacqualina
22-10-2008, 09:04 AM
I must admit that exactly the same thing crossed my mind Miss K. Perhaps if ARA were to confirm that rocks&co helper is the real deal, we'll be reassured that all is above board.

rocks&co helper
22-10-2008, 09:10 AM
(also...)

Hi Sacha,

I work in the Central office as opposed to Customer Services (0845 194 9726) I am here Monday to Friday 9 -6 and though I do need the occasional day off I will try and respond as quickly as possible outside those hours.
xxx

rocks&co helper
22-10-2008, 09:14 AM
Sadly ARA is no longer with us at Rocks & Co :17:
as a result I've taken over fielding questions and queries for you, and i hope i can do as good a job...

Snoopy
22-10-2008, 09:14 AM
A big welcome from me too,may i ask if this is something you are doing because you want to help or is it sanctioned by management ?

rocks&co helper
22-10-2008, 11:28 AM
Management asked me to sign up and help out, just because they want to help and keep in touch with the people in the know -your feedback is very important to us and helps us do a better job for you!
But i'm happy to do it :1: it's fun chatting to you all

Snoopy
22-10-2008, 11:45 AM
Thank you for that :)

Sacha
22-10-2008, 12:34 PM
Sadly ARA is no longer with us at Rocks & Co :17:
as a result I've taken over fielding questions and queries for you, and i hope i can do as good a job...

Good grief that was very recent, I had an email from him on Monday!

That's a shame as he sounded very promising and had a good sense of humour as well, which is always very welcome on here.

So, Miss/Mrs Helper, I have a question for you........

I had 3 pendants delivered this week ( they have yet to have a public outing) and they were packaged in a small ring box
and 2 small earring boxes. All squashed up in the plastic bags which had to overlap the sides of the boxes.

If intended as gifts, and one of them is, I now have to fiind a replacement pendant box.......luckily I have just one or two already :ANYWORD:

Do you not have proper pendant boxes, or was this an error?

Btw, the earring box was so small it was suitable for a pair of studs only. Long danglies would never have fitted in!! :mysmilie_738.gif:

rocks&co helper
22-10-2008, 12:46 PM
Sounds like someone just placed the product in the wrong box :8:
I'm so sorry about that, and glad you had standby boxes to do the job!

My boss has just contacted the Product Manager to ensure that this sort of slip up doesn't happen again.

rocks&co helper
22-10-2008, 01:42 PM
Hello Sacha,

I've spoken to the Product Manager.

I can assure you that the plastic bag is supposed too overlap the box; this is for health and safety and so you can see that the seal of the bag has not been tampered with when you receive your jewellery.

Several of our boxes are designed for both earrings and pendants, which might account for the mistake, as it sounds like in this incidence your pendants were accidentally placed in boxes not intended for them.

We are truly sorry.

Sacha
22-10-2008, 02:18 PM
Thanks for your replies R&C helper, I hope this problem will be addressed, meanwhile I still have to search out another box so that the pendant can lie properly. Also, I did look on the website but I didn't see any chains for sale?

mariek
22-10-2008, 02:30 PM
cant say i have ever heard of packaging having to be outside of boxes for health and safety reasons ,if i was giving a gift i would like the item to be properly presented and not with bits hanging out, plus part of the price you pay includes packaging and really yo shouldnt have to find extra to put them in onlyif you want to not because you have to...odd

Lynda
22-10-2008, 02:44 PM
Hi R&CH and http://i121.photobucket.com/albums/o238/lynda_036/Forum%20Images/welcome.gif to the forum.

I hope you are a genuine member of staff as TBH I share Miss Kitty and Jacqualina's doubts due to past experience with former posters claiming to be 'insiders' when nothing of the kind and once bitten and all that.......:blush:

So, giving you the benefit of the doubt, may I ask if you can you find out from the powers-that-be, if, and when, R&C will be coming to cable in the foreseeable future please? :thanks:

The live stream is very temperamental (as well as distorting the shape of pieces on my computer, all ovals look round :rolleyes: ) and sometimes lags behind by as much as a whole game! :grrr:

It would be great if we could track orders on the web even if we have done them by phone.

Oh and can we search by item numbers too please? It's very helpful to bring up items if we have the number but they are no longer on the web or the auction has finished.

Sorry for so many questions, but frankly they mean the difference between becoming a regular buyer or not.

rocks&co helper
22-10-2008, 03:29 PM
Hi Lynda,

Thanks for your questions, I'll get back to you as soon as you know...

And Sacha, I thought you had a box that'd do the trick but let me look into finding you a bigger one...

rocks&co helper
22-10-2008, 03:39 PM
Lynda,

I was just wondering if you'd tried streaming Rocks&co today?

This morning we altered the stream so we can give you viewers the choice of low or high bandwidth. The low bandwidth should increase the quality of your viewing if you've had problems before.

Any feedback would be great, just to let us know if this is working for you...

Lynda
22-10-2008, 04:37 PM
I am not being given a choice at all on Firefox, but it's not far behind the actual time at all at the mo. Will try again later tonight. :thanks:

I switched to Internet Explorer (hate IE it's so slow) and yes the choice is there, but the 'technical difficulties' message is showing again I will have a play later. I will never choose to watch on IE though. :scarper:

:ooops: Just tried Firefox again and now I am given the choice but it's gone tits up there too. Hope I'm not the one that broke it! :scarper:

Thanks for the reply, look forward to answers for my other queries when you have the time. :thanks:

rocks&co helper
22-10-2008, 04:56 PM
Hi Sacha,

The chains are going on the web in a couple of weeks.

Regarding a bigger box...
Please call Customer Services (0845 194 9726) Weekdays 8am - 6pm, have your order number and item number at hand, and I'm sure they will be able to help you.

Sacha
22-10-2008, 06:01 PM
Many thanks again Ms Helper for your reply...goodness aren't we keeping you busy already! :mysmilie_691.gif:

I am still short of a box and would prefer to give my gift in a proper Rocks&Co box rather than using one from another channel with their logo on.

And yet another point......I had several items in my order and see that you don't produce separate COA cards and that the authenticity is just printed on the invoice. Each item has its own invoice - and the pendants came with two sheets :31: as the word pendant overlapped onto the second sheet. :31::31:

So the order came with a whole sheaf of paper, very bulky for filing etc. Could we not have the whole order printed on a single sheet and have separate small COA's a la GemsTV and RocksTV and TJC. Much much easier for storage. Thank you.

rebeccab
23-10-2008, 08:09 AM
Hi and welcome to the forum arent we keeping you busy already lol:1: im expecting my first delivery soon cant wait

Pimms
23-10-2008, 08:31 AM
So the order came with a whole sheaf of paper, very bulky for filing etc. Could we not have the whole order printed on a single sheet and have separate small COA's a la GemsTV and RocksTV and TJC. Much much easier for storage. Thank you.


Hello Helper (would it be possible to have a proper name to call you, even if it's an alias?! :))

Can I second Sacha's plea here? And please could the returns form not be on the back of the item details - if we return an item then all official record of it goes too, unless we photocopy it. We need a note of what we've returned so we can check our bank balances!

rocks&co helper
23-10-2008, 09:01 AM
Lynda,

From Wednesday 22nd October, anyone with an item number can visit the ‘Historic Product Search’ (it will be at the bottom of every page under customer services) to access the ‘More Info’ details for any Rocks & Co. jewellery (regardless of whether it is in stock, if we have sold it, then it will be there forever). However, prices will not be included as they are on customers’ invoices.

rocks&co helper
23-10-2008, 09:07 AM
Sacha and Pimms,

Regarding COA cards, we are looking into it, I will let you know, when I know more about it.

nannieA
23-10-2008, 02:28 PM
WELCOME!!!, but who do I ask for when I need help?:33:

Lynda
23-10-2008, 08:44 PM
Lynda,

From Wednesday 22nd October, anyone with an item number can visit the ‘Historic Product Search’ (it will be at the bottom of every page under customer services) to access the ‘More Info’ details for any Rocks & Co. jewellery (regardless of whether it is in stock, if we have sold it, then it will be there forever). However, prices will not be included as they are on customers’ invoices.

:thanks: Helpful One, I stupidly didn't get an item number just an order one for my phone order and I'm not even sure it's the right ring! Oh well, guess who'll be on the phone tomorrow getting the info so I can have an ogle at what I've got coming! :hyper:


Thanks again!

miss poly
24-10-2008, 10:39 PM
Hi R&C Helper
have you been reading the other theads? especially re the web problems. your presenters keep saying use the web if pos to take the heat off the phones, but then we have all these probs!
I won't keep shopping if the probs persist

Thanks Pol

rocks&co helper
27-10-2008, 10:39 AM
Hello All,

I'm so sorry for any problems with streaming the channel. We are trying to get it sorted so that everyone can view the channel online. This problem is only affecting some viewers' reception, so please let us know if the problem persists, your feedback is very helpful.

Lynda
27-10-2008, 01:10 PM
Hello All,

I'm so sorry for any problems with streaming the channel. We are trying to get it sorted so that everyone can view the channel online. This problem is only affecting some viewers' reception, so please let us know if the problem persists, your feedback is very helpful.

YAY! :clap:

The webstream is working great on firefox now the choice of streaming quality has gone!

It's still a bit distorted in that it's too wide so elongating everything sideways (what long fingers you have? all the better to poke you in the eye! mwahaha) and vertical ovals look round - or very long if twisted round, but the piccie at the side shows the real shape so I'm not too bothered, but hey ho, that may even be the way the computer chooses to show it. Oh and it's less that 10 secs behind at the mo too!

Thanks to the bods that changed it back :thanks:

Klosblue
27-10-2008, 01:36 PM
I haven't had any problems at all. I'm using IE version 7 and Windows Vista Home Premium. Mind you when so many people were having problems when another channel changed their website I didn't have any problems whatsoever then either!
Must just be lucky.

sweetpea
27-10-2008, 01:41 PM
I can now get streaming on IE7....I use XP....could only get it on firefox before,when they changed to the low/high option.

So much improved.........now if only things weren't so out of shape!!:54: