Somethings to take note of:
As of this review, I've only had my freeze dryer for 6 days. Even though it only has 2 actual days of use, it's working exactly as it should. Instead of the Freeze Dryer, my review is about the customer service.
I will also be posting this exact review on several other sites via (copy + paste). That being said now onto the review.
I'm not sure who does the customer service training, or how they screen their reps, a lot of companies in the United States should be using whatever Harvest Right uses.
While it is true that harvest right CSR's have the usual read from a script, and copy and pasted email replies. There are just things that the CSR's at Harvest Right do, that have to be built into the individual and no amount of training will be able to produce in that person. There is also aspects from a business stand point that the CSR's do as well.
I called this company a lot in the first 4 days, this was due to the dependencies in the owners manual. I had so many questions it was ridiculous. But every time I called my issues were always dealt with by the time the call was ended. Here is what :
1. Whenever I called, my call was taken in an acceptable time.
2. Any time I started talking the CSR would instantly go silent and let me finish, even if the CSR was in mid sentence.
3. about 80% of the questions I asked, could only be answered by someone who actually knew the answer.
4. I was only put on hold one time while the CSR went to ask their manager but this was due to the question. Not only was I given an actual answer, it in an acceptable amount of time as well. I was not told the usual we have to look into this or this will be escalated.
5. The CSR's seemed genuinely interested in how to improve their customer service Case in point, I pointed out several things wrong and or inconsistent in the manual which they took note and said they'd pass it onto the team that does the manual.
Here is just one example when I pointed out how the manual doesn't explain how much oil should be added to the pump meaning approximately how much oil should be left in the bottle, the CSR was genuinely baffled as to why that wasn't mentioned. You could literally hear it in their voice.
From a business point of view, I was being told about promotions for free items that from a business aspect clearly has zero benefit to the CSR. So for a CSR to actually mention something to me, that doesn't really benefit them, but they also understand it gives the company advertisement, and have the CSR actually understand that, speaks volumes.
In closing, I couldn't give Harvest Right a 5 star rating because of the out dated information and poorly worded grammar, in the Owners Manual, as well as two CSR's gave me incorrect information.
Other than that, the Customer service at Harvest Right is some of the best I've even ran into.