Rant: Vendors & Email...
Thread Starter
Melting Slicks
Joined: May 2008
Posts: 2,595
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From: Hills of Anaheim CA
Rant: Vendors & Email...
Just wanted to let some frustration out about some recent occurrences. I don't know about the rest of you, but what is the point of having an email for sales inquiries if the vendor(s) won't reply. I have contacted several vendors (both sponsors of the forum and other outside vendors) recently and alarmingly only 3 out of 10 replied. I am not the type to waste time contacting people if I'm not ready to purchase, so I expect some sort of reply in a timely fashion. My figure is 24 hours for a reply. Anything beyond that seems too much in this day and age. Agree, disagree?
Race Director
Joined: Jan 2006
Posts: 10,554
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From: Not on either liberal coast.
I agree with you. Why have a website and "contact us" if you don't respond to customer inquiries? It's good business and common courtesy, both of which have been forgotten by some companies.
However, in defense of vendors, many do not have someone sitting at the computer instantly answering inquiries. And many are small internet businesses (not brick/mortar operations) that might even be home businesses with only one or two employees. They probably have personal lives and full time jobs. That's still not a good excuse, but it might explain their lack of prompt replies.
The telephone is still the best option, but if I'm making multiple inquiries of several vendors, I don't need to be making the long distance call(s) until I'm ready to order. Plus, I use their prompt reply (or lack thereof) as an indicator whether I want to deal with them.
My policy is to send my first inquiry and wait...24-48 hours maximum depending on what it is and how anxious I am to locate it. If they don't respond, I send a second inquiry with second inquiry in bold.
If neither of those inquiries yield results, I send them a message that their lack of customer service has lost them a customer and sale. That usually gets them to respond, but I ignore them.
However, in defense of vendors, many do not have someone sitting at the computer instantly answering inquiries. And many are small internet businesses (not brick/mortar operations) that might even be home businesses with only one or two employees. They probably have personal lives and full time jobs. That's still not a good excuse, but it might explain their lack of prompt replies.
The telephone is still the best option, but if I'm making multiple inquiries of several vendors, I don't need to be making the long distance call(s) until I'm ready to order. Plus, I use their prompt reply (or lack thereof) as an indicator whether I want to deal with them.
My policy is to send my first inquiry and wait...24-48 hours maximum depending on what it is and how anxious I am to locate it. If they don't respond, I send a second inquiry with second inquiry in bold.
If neither of those inquiries yield results, I send them a message that their lack of customer service has lost them a customer and sale. That usually gets them to respond, but I ignore them.
Banned Scam/Spammer
Joined: Feb 2007
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From: Oklahoma City
St. Jude Donor '09-'10-'11-'12-'13-'14-'15-'16-'17,'19,'22
I agree for weekdays. Vendors have lives too. Not me, but most of them do! I know a lot of people on this forum could use a little patience. That's part of being a vendor though. You have to take the good with the bad. Anyways, how are the HIDs holding up?
Last edited by JW Motorsports; Sep 6, 2008 at 02:17 PM.
Race Director
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From: "It's 106 miles to Chicago, we've got a full tank of gas, half a pack of cigarettes, it's dark, and
St. Jude Donor '03-'04-'05-'06-'07-'08-'09-'10-'11-'12-'13-'14-'15-'16-'17-‘18-'19
NCM Sinkhole Donor
I agree with Hotwheels57 - (perish the thought!!!
) many of these vendors are small business that cannot devote the time to respond to emails, many of them are just internet businesses that are struggling and the proprietors have other jobs.
But.....an email inquiry to a business is should be treated no differently than a phone call or someone walking through your door to your business to ask a question. If you as the responsible party for the business as proprietor or employee are too busy to respond, than you are too busy to earn my business. I am not going to beg someone to take my money. There are simply too many competitors that really want my money and are willing to demonstrate that want by responding in a timely and efficient manner.
If I don't get a call back or a response to an email - I vote with my feet....I go elsewhere.
) many of these vendors are small business that cannot devote the time to respond to emails, many of them are just internet businesses that are struggling and the proprietors have other jobs. But.....an email inquiry to a business is should be treated no differently than a phone call or someone walking through your door to your business to ask a question. If you as the responsible party for the business as proprietor or employee are too busy to respond, than you are too busy to earn my business. I am not going to beg someone to take my money. There are simply too many competitors that really want my money and are willing to demonstrate that want by responding in a timely and efficient manner.
If I don't get a call back or a response to an email - I vote with my feet....I go elsewhere.
Last edited by blacksedan87; Sep 6, 2008 at 01:56 PM.
Former Vendor
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From: The AutoBuffs Army is unmatched in the Custom world! www.autobuffs.net
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St. Jude Donor '08-'09-'10
Cruise-In IX Veteran
I try and respond to all requests via Email or Land Line within a day!
I have had a few slip through as I get MANY requests a day.
I would give any vendor a break and send a follow up email if I didnt get a response in a day as maybe something came up or like I stated above "It may have been overlooked" for some reason.
John@autobuffs.net
Auto Buffs LLC.
2 Kerry Ct,; Suite E
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609-859-0900
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I have had a few slip through as I get MANY requests a day.
I would give any vendor a break and send a follow up email if I didnt get a response in a day as maybe something came up or like I stated above "It may have been overlooked" for some reason.
John@autobuffs.net
Auto Buffs LLC.
2 Kerry Ct,; Suite E
Southampton, NJ 08088
609-859-0900
www.autobuffs.net
Authorized IFORGED Dealer
Custom Painting & Airbrushing
Pinstriping
Car Audio
Mobile Electronics & Video
Remote Car Starters / Alarms
Burning Brakes
Joined: Dec 2003
Posts: 1,066
Likes: 9
From: Eddy Texas
I vaguely remember something from my younger days (and I'm only 42!!!). It was everywhere, in almost every aspect of life. You didn't have to seek it out, it was there, waiting happily for whoever came along next. And in returned you gave it freely to all that you met. But today, it has become so rare that, among friends, you can talk for hours about a chance encounter with it in person. On the rare occasion you do meet up with it, a flood of feelings come back from a time, not so long ago, when everyone had daily encounters with this thing we call...........CUSTOMER SERVICE!
Okay, now that I got that crap out of my system...
Being from a profession in which my job description pretty much IS customer service, it irks the **** out of me that businesses cannot return messages or at the very least, make someone feel as though they ACTUALLY WANT your patronage, and give a crap whether your time is valueble!! What happened to employees who give a damn???
Yes, there are a few companies around that have outstanding customer service. BUT, why should there be so few of them that we can recount ALL OF THEM from memory out of the hundreds that we do business with?
I'm done.
Okay, now that I got that crap out of my system...
Being from a profession in which my job description pretty much IS customer service, it irks the **** out of me that businesses cannot return messages or at the very least, make someone feel as though they ACTUALLY WANT your patronage, and give a crap whether your time is valueble!! What happened to employees who give a damn???
Yes, there are a few companies around that have outstanding customer service. BUT, why should there be so few of them that we can recount ALL OF THEM from memory out of the hundreds that we do business with?
I'm done.
Racer
Joined: Sep 2004
Posts: 400
Likes: 4
From: Phoenix AZ
There is a list of vendors/members with great track records and customer service. Why not a list of vendors/members with bad customer service? Those vendors who deliver great customer service will be rewarded with future business and those with sub-par service will get what they deserve.
Melting Slicks
Joined: Aug 2007
Posts: 2,721
Likes: 4
From: Elizabethtown
Well the Vendors help pay for this forum, it wouldn't be right if they added a don't deal with these vendors list.
People are just rude these days period. No one cares about anything but themselves. Just go to a big city and you will see what I mean
People are just rude these days period. No one cares about anything but themselves. Just go to a big city and you will see what I mean
Last edited by bgreen83; Sep 6, 2008 at 03:12 PM.
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Michael S. Palmer
Pro
Joined: Mar 2008
Posts: 613
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From: Salt Lake City Utah
this is a side note on customer service. I was shopping today and stopped by a few places... believe it or not the best service that I have gotten in at least 6 months came from Walmart today! I was shocked, but I was looking for a velcro wallet for my 5 year old son and she helped me look all over the store. We couldn't find one, but she went above and beyond... It was kind of weird coming from a Walmart.
Team Owner
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From: Title town, Champs live here.
St. Jude Donor '09-'10-'11-'12-'13-'14-'15-'16-'17-'18-'19
this is a side note on customer service. I was shopping today and stopped by a few places... believe it or not the best service that I have gotten in at least 6 months came from Walmart today! I was shocked, but I was looking for a velcro wallet for my 5 year old son and she helped me look all over the store. We couldn't find one, but she went above and beyond... It was kind of weird coming from a Walmart.
I've had some good service at Wmart also. I know of many vendors that offer excellent service and some do not, many business ventures become successful and some do not. Give your business to the vendor who cares enough to follow through. BUS 101- class over.
Banned Scam/Spammer
Joined: Feb 2007
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From: Oklahoma City
St. Jude Donor '09-'10-'11-'12-'13-'14-'15-'16-'17,'19,'22
There is a list of vendors/members with great track records and customer service. Why not a list of vendors/members with bad customer service? Those vendors who deliver great customer service will be rewarded with future business and those with sub-par service will get what they deserve.
Race Director
Joined: Aug 2008
Posts: 15,561
Likes: 166
From: Long Island NY
St. Jude Donor '08-'09
:In defense of the vendors here on CF especially the NE section i have had nothing but Great responses in fact , less than 3-4 hours, i guess it all depends on the vendors here, but for me i give the vendors here on CF, and they know who they are, Lambo Doors, and window tint, so sorry to heaar about your bad experience
, and they know who they are, Lambo Doors, and window tint, so sorry to heaar about your bad experience
Pro
Joined: Mar 2008
Posts: 613
Likes: 1
From: Salt Lake City Utah
I have a forum vendor that I am upset with right now. I feel I'm being ripped off, but I'm doing everything in my power to settle it without bringing it public. I'll give him another couple days then I'm going to post a disagreement according to forum rules.
Premium Supporting Vendor
Joined: Oct 2004
Posts: 36,838
Likes: 438
From: Manassas Park VA
St. Jude Donor '07-'08,-'13-'14, '16-'17
Just a thought guys,
About 1 in 10 emails we reply to, gets kicked back for one reason or another. Most of the time it is email blockers...
AOL and Comcast are the worst...
Peace
Chip
About 1 in 10 emails we reply to, gets kicked back for one reason or another. Most of the time it is email blockers...
AOL and Comcast are the worst...
Peace
Chip
__________________
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Race Director
Joined: Jan 2006
Posts: 10,554
Likes: 33
From: Not on either liberal coast.
I agree with Hotwheels57 - (perish the thought!!!) many of these vendors are small business that cannot devote the time to respond to emails, many of them are just internet businesses that are struggling and the proprietors have other jobs.
But.....an email inquiry to a business is should be treated no differently than a phone call or someone walking through your door to your business to ask a question. If you as the responsible party for the business as proprietor or employee are too busy to respond, than you are too busy to earn my business. I am not going to beg someone to take my money. There are simply too many competitors that really want my money and are willing to demonstrate that want by responding in a timely and efficient manner.
If I don't get a call back or a response to an email - I vote with my feet....I go elsewhere.
) many of these vendors are small business that cannot devote the time to respond to emails, many of them are just internet businesses that are struggling and the proprietors have other jobs. But.....an email inquiry to a business is should be treated no differently than a phone call or someone walking through your door to your business to ask a question. If you as the responsible party for the business as proprietor or employee are too busy to respond, than you are too busy to earn my business. I am not going to beg someone to take my money. There are simply too many competitors that really want my money and are willing to demonstrate that want by responding in a timely and efficient manner.
If I don't get a call back or a response to an email - I vote with my feet....I go elsewhere.
Former Vendor
Joined: Dec 2006
Posts: 11,573
Likes: 0
From: The AutoBuffs Army is unmatched in the Custom world! www.autobuffs.net
S. Jersey Events Coordinator
St. Jude Co-Organizer
St. Jude Donor '08-'09-'10
Cruise-In IX Veteran
:In defense of the vendors here on CF especially the NE section i have had nothing but Great responses in fact , less than 3-4 hours, i guess it all depends on the vendors here, but for me i give the vendors here on CF, and they know who they are, Lambo Doors, and window tint, so sorry to heaar about your bad experience
, and they know who they are, Lambo Doors, and window tint, so sorry to heaar about your bad experience John@autobuffs.net
Auto Buffs LLC.
2 Kerry Ct,; Suite E
Southampton, NJ 08088
609-859-0900
www.autobuffs.net
Authorized IFORGED Dealer
Custom Painting & Airbrushing
Pinstriping
Car Audio
Mobile Electronics & Video
Remote Car Starters / Alarms
Former Vendor
Joined: Jan 2000
Posts: 205
Likes: 0
St. Jude Donor '09
I too would always recommend a follow up email, better yet a phone call is better. We get hundreds of emails a day and respond to them all in a timely manner but some do slip into the SPAM FOLDER and get deleted.
I like the emails with no subjects, they go straight to spam and get deleted by anti-virus.
Good luck, if we can help with anything give us a yell.
I like the emails with no subjects, they go straight to spam and get deleted by anti-virus.
Good luck, if we can help with anything give us a yell.
Race Director
Joined: Aug 2008
Posts: 15,561
Likes: 166
From: Long Island NY
St. Jude Donor '08-'09
John@autobuffs.net
Auto Buffs LLC.
2 Kerry Ct,; Suite E
Southampton, NJ 08088
609-859-0900
www.autobuffs.net
Authorized IFORGED Dealer
Custom Painting & Airbrushing
Pinstriping
Car Audio
Mobile Electronics & Video
Remote Car Starters / Alarms