Unanswered Emails

[Des]

It has been over 12 months since I started this topic and I am sad to say that the situation has not changed one bit. My emails are still being ignored and many are to very respected businesses. The thing that annoys me the most is that these companies have responded in the past, why all of a sudden are they ignoring me, and in a lot of my emails I am offering to purchase products from them, I just don't understand their attitude. In this day and age the email and computers are a way of life, many many companies depend entirely on internet sales and communication with clients via emails, the companies who are not doing this are going to be left behind big time. As a few of the replies to this topic have noted, vote with your wallet, if you get ignored spend your money elsewhere.

On a happier note, I have had responses from some companies who are more than willing to help out as much as possible, they will bend over backwards to make sure I get what I am after, this is what I call excellent service and to those companies I say thank you, they will continue to get my business.

Des.

[lcarroll]

    With close to 2000 Members and having just achieved the half million mark in Posts one would assume were a pretty attractive potential market for the average business! It's been my experience that far too many businesses take their customers for granted in the "boom" times and just don't understand why many vote with their feet and wallets as a result. The only real losers in this situation are the ones who are ignoring you. They are more then compensated for by those who are providing, in so many cases, exceptional service, unsolicited support/sponsoring, and courtesy. 
Cheers,
Lance

[petrov27]

I will say that i recently had fantastic service from Roden - I emailed to purchase a sprue from one of their kits, had immediate response and the sprue was sent over to the USA in no time.

Also great response and service from Lifelike Decals in Japan via email as well as Taurus (though one email address on their site did not work for me - they have two contact emails listed)

[Des]

Roden have always responded to me very quickly in the past but for some strange reason they have chosen to ignore my recent emails. I purchased one of their 1:32 Fokker D.VI kits and it was missing the decals, so I have written to them on three occasions now requesting replacement decals but as I said, no reply, maybe they just don't have any spare decals for that particular kit.

Des.

[IanB]

I did exactly the same with Roden. I sent an email asking for a price for a sprue and got a reply next day from Olga saying she was on vacation and would deal with my request on her return. I heard nothing more until the sprue arrived in the mail 3 weeks later....

Ian

[Dekenba]

I've found that sometimes, e-mails with Des's email address get send to the spam folder automatically. I use Google apps for work, which uses GMail.

[eindecker]

Having been in the IT business for the best part of fifty years (yes, I said fifty), and the latter part spent with IBM from which company I retired, I have to say that the usual reasons for issues of this kind are technical, procedural (business processes and procedures going awry) and not a business person deciding to ignore a customer and correspondent.

Don't jump to conclusions on little evidence. I suggest you call or send an actual letter to an individual at the company or companies with which you are experience email issues, explain the issue and ask them for help. Make actual contact and then see if the issue remains unexplained or unresolved.

Just a suggestion from someone who has been down this road before.

[Des]

You make good points eindecker but like you I have also been done this road before. I have gone to the trouble to phone some of the people I have sent emails to and a response of - yes, I received your email but never got around to answering it - to me is not an appropriate response, it is just bone laziness or ignorance. Anyway, enough said, I know who to deal with and who to not to deal with, my not to deal with list is getting longer.

Des.

[Alexis]

You have just cause Des , I wouldn't do business with them and I wouldn't recommend them either . Excellent customer service goes along way on being a repeat customer . Word of month is the best way to advertise and even faster now with social media .




Terri