Unanswered Emails

[Des]

I am finding it to be a very common practice these days for companies not to answer emails. I wrote to Vladimir Chumak, President of Roden two weeks ago asking a very simple question, no reply. I wrote to Omega Models and placed an order for a 1:32 Mosca MB bis and a 1:32 Hansa Brandenburg W.20 two weeks ago, again no reply. Ignoring an email is very disrespectful, rude and arrogant, it just indicates to me that companies think they can treat their paying customers with contempt. I have quite a large list of unanswered emails some directed to very respected companies, companies who rely on modelers like me for their bread and butter, if it wasn't for me and modlers like me these companies would not be in business.

I think it is time that these company managers got off their pedestal and started treating us with respect, when you think about it most of these kit manufacturing company managers are only glorified Model Shop Operators, so they do not have the right to disrespect the ones who are paying their wages.

Des.

[LindsayT]

If I had a webcam on, you'd seeme standing up and clapping. Couldn't agree more.

Lindsay

[GAJouette]

  Des,
Bravo well said my old friend. I couldn't agree more. At times it's really hard not to believe that they are more interested in only the bottom line dollar or whatever currency rather than the customers. I sincerely hope this isn't the case after all as you stated we the customers pay their salaries.
 
Not wanting to get too Preachy here,but would it not be a far better world if the "Golden Rule" was practiced much more often. I've no doubt that if all followed this simple rule in our dealing with each other we'd all the better for it.
Highest Regards,
Gregory Jouette

[mike in calif]

For Omega to not acknowledge a purchase order is stupid, and given the range of WWI kits maybe you should vote with your wallet, or at least seek another source. The Roden thing is just a little weird. Didn't we have a similar situation about a year ago?

[Des]

Thanks Lindsay and Gregory for your vote of support, it is nice to know that I am not the only one feeling this way.

I will be voting with my wallet Mike, Omega will never see a cent of my money, through their ignorance they have missed out on two sales.

Des.

[Modelnut]

It's just not in cyber space. Many times over the years I have been at the counter of a store or restaurant and been totally ignored by the person behind the counter. I always turned and walked out and gave my business to their biggest competitor.

[uncletony]

Your ire is understandable, however It is possible that there is a benign reason for the perceived snub... just for example, your ISP could have ended up on a third party blacklist, totally unbeknownst to you or the recipient... Just sayin' ... These are are things that used to give me ulcers a few years ago...

[Des]

No Bo not the case, I have written to these people in the past and received replies, same goes with most of the companies who are not bothering to answer emails, they have responded to me in the past, it just boils down to pure ignorance. I remember a little while ago I wrote to a particular European company and they ignored me, I wrote four times and each time I was ignored, on the fifth email I accused them of being uncultured, a response came in double quick time and they were all over me with fantastic offers, guess I hit a raw nerve.

Des.

[drdave]

It is high summer, and small businesses have holidays too. I'm off on Friday and I will not be opening emails for 2 weeks either!

[bobs_buckles]

Rest assured fellow modellers! I always reply to my customers  Whether or not they can understand my ramblings is another matter 

You make a valid point, Des. It's time for these companies to step up or step off.

VB

[uncletony]

Yes of course, my only point, speaking as someone who has helped provide email services for many years to small businesses, is that sometimes the emails do not get through. It's not like this is regulated like a government run mail service or anything like that. If you knew how it worked you'd be amazed it works as well as it does. See Rube Goldberg. If your mail server ip number happens to wind up on google's (gmail) black list god help you, because google won't. This can happen through no fault of your own and you will not know about it until somebody on the other end finally calls you on the phone or something. That's  just one tiny example, and one of the easiest to detect (but not easy to fix). I could go on and on with horror stories. The fact that you can send mail to a and b doesn't mean it goes through to c. And so on.

Now, maybe these people are foolish businessmen who are ignoring customers emails. But there is a chance that something else is awry.

[LindsayT]

It is high summer, and small businesses have holidays too. I'm off on Friday and I will not be opening emails for 2 weeks either!

Automatic Reply:

Dear valued customer,

I will be away on holidays for the next two weeks and will respond to your request promptly upon my return. Thank you for your continued support. We appreciate your business.

Simple as that.  That took me a total of 5 seconds to write.

LT

[JoeDxMB]

E-mail was originally considered  a very informal means of communication.

Unfortunately, with our current dependance on e-mail, it is still considered  informal by many  and often, not responded to .
Often, if responded to,  all you get is a viscous cycle of meaningless, generic reply's.

FWIW..... whenever I  need to address a serious matter with a company, etc in the US, I  always snail mail them by registered  mail/signature required. Such communication is never ignored. 

Rest assured fellow modellers! I always reply to my customers  Whether or not they can understand my ramblings is another matter 

You make a valid point, Des. It's time for these companies to step up or step off.

VB

Yes Bob,  you give  about the best customer service I  have ever  encountered.
Never before was I actually e-mailed  a photo of my order  being  deposited in a postal box. 

[bobs_buckles]

Rest assured fellow modellers! I always reply to my customers  Whether or not they can understand my ramblings is another matter 

You make a valid point, Des. It's time for these companies to step up or step off.

VB

Yes Bob,  you give  about the be customer service I  have ever  encountered.
Never before was I actually e-mailed  a photo of my order  being  deposited in a postal box. 

I do video on request! haha
Cheers,
Von Buckle   

[Chris Johnson]

I agree that it's rude to ignore an e-mail, and from a business perspective, sheer lunacy. I vote with my wallet when a company fails to respond to an inquiry, as evidently, they don't need my business.

Cheers,

Chris