companys that don't answer their email

Discussion in 'The Small Company Luthiers' started by JMPRO, Aug 22, 2008.

  1. JMPRO

    JMPRO Member

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    I don't get it. Companys that advertise here and even post here that won't answer their email. I have sent a couple of emails to a company that posts here regulerly and recieve no answers. If they don't do what I ask for then send me a email back saying they don't do it. I have a small company {not guitar related} and nearly every day get emails from people asking for something that I can't help them with but I still answer them back and try to guide them to some one that can help them.
    Sorry for the rant but I have had so many unanswered emails lately I am just giving up on email. I will now only use phone calls to do my business and if I don't get a real live person I will hang up and try another untill I do. I buy some small parts from china and get emails back from them faster than some companys not 20 miles away from me. Its no wonder they are taking so much business from the U.S.
    JMPRO
     
  2. XKnight

    XKnight Member

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    Depending on which email service they use and which service you use, there may be a problem with your emails being filtered out and sent directly to a spam folder. So, unless they are regularly checking their spam folder they may have never realized that you sent an email.
     
  3. JMPRO

    JMPRO Member

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    I check my spam folder a couple of time a day, whats so hard about that. I like a lot of people get sick of the spam but being a buiness and needing to be sure you don't miss a single customer is more important than filtering out Viagra adds. Small companys take note, its more important to listen to your customers than to filter spam.
     
  4. Lizard Leg

    Lizard Leg Member

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    I ended up just turning my spam filters off, both on my main computer and on the server. I have a lot of junk to wade through, but I got tired of legitimate emails being slowed down or lost.
     
  5. Shiny McShine

    Shiny McShine Member

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    Fractal used to use Yahoo for their company mail and Yahoo is well known for using blacklist sites. My URL extension was blocked by Yahoo and none of my emails got through. I finally created a Yahoo account to get through to them. It is poor form when a business doesn't use their own mail server. I mean, they're included in most server packages, especially business ones. I think they figured it out but I haven't checked back.
     
  6. HighSpeedSpoon

    HighSpeedSpoon Member

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    I sent Carl Martin a product-question email in early July and got no answer. I was annoyed with them, and in early August, I got an apologetic answer to my email, explaining that they were all off on holiday (as is the custom in some European countries). It's still poor customer service, but it took the edge off my disappointment.

    As for the companies who don't answer your email, let me offer a suggestion. Take all the pointless or irrelevant emails you get and answer them as follows:
    I'm sorry I don't know how to help you, but you might try <Insert email address of non-responsive company here>
    [​IMG] :D
     
  7. mbrown3

    mbrown3 Member

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    It's a pet peeve of mine too, and not just with email...phone calls too...not just with messages left, but when you actually talk to someone and they say, "I'll get back to you," and never call you back. Why is that so hard?

    True customer service has become all but nonexistent anymore, so when you find cases where it does exist, it becomes even more significant. Guys like Terry Mcinturff, Tom Anderson, David Myka, Cliff Cultreri, and a number of others remind me of days gone by when the customer was always right. Of course, we all know that the customer is not always right, but the companies that find a way to treat customers like they're right even when they're wrong...those are the ones that typically rise above the crop.
     
  8. mbrown3

    mbrown3 Member

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    That reminds me of Mickey Rooney's suggestion of what to do with junk mail: save it all up, and then when you have a good sized stack, find one of the offers for a free credit card or something, that comes with a return-postage-post-paid (through their account) envelope for your return correspondence, and stuff all of the saved junk mail into it and send it off to them. They'll end up paying $6 to get an envelope stuffed with junk mail, and you'll quickly stop receiving junk mail altogether. :banana

    Doesn't really have anything to do with the topic at hand, but your suggestion made me think of it, and it's hilarious!
     
  9. JMPRO

    JMPRO Member

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    I have a small business and many of the people that buy my parts are very active on various bulletin boards, mostly car related. I had one customer that recieved a part he believed to be damaged in shipment. I sent him a new part. $79.00 for the part and $100.00 to ship it to japan. Very expensive yes but within days he was on the bulletin boards bragging on me and what superior parts and customer service I had. He probably reached 4-5 thousand potential customers with his praise and saved me hundreds more in advertizing dollars.
    JMPRO
     
  10. mike@switchback

    mike@switchback Supporting Member

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    I'm with you. Don't bother publishing an email address if you don't intend to make proper use of email. Simple as that.
     
  11. lv

    lv Supporting Member

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    I prefer builders who answer email very quickly before the sale, then get very slow 1.5 years later when you're asking where your guitar is. Then, they get fast again once you talk about cancelling your order.
     
  12. m.z.

    m.z. "Musician" /Gear Hoarder

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    A high-end amp manufacturer lost out on my 3000+ early this year because they didn't return my emails. I was buying their amp sight unseen and asked too many questions I guess.... So Brian at Tophat won the sale........
     
  13. Sofus

    Sofus Member

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    Several high end manufacturers has lost ort on me, not answering mails with clear buying intentions. They might be TGP darlings .. but I will never buy anything new from them.
     
  14. StoneAge Cabs

    StoneAge Cabs Silver Supporting Member

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    I am a stickler for communication...and answer every email I receive....whether or not I feel it will result in a sale. If I can help someone, well, great....and I am sure there are quite a few small business owners like me, that offer up help like this....and much of the time, there is not so much as a thank you in return...hell, maybe our replies sometimes don't reach the intended??? Just another point of view.
     
  15. K-Line

    K-Line Gold Supporting Member

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    Has it been 1.5 years already? :D
     
  16. lv

    lv Supporting Member

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    would never happen with you my friend!
     
  17. Blueser

    Blueser Member

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    After 1.5 years, the only thing I want to hear from them is when they are refunding my money! That's why I bagged my custom order with DeTemple. He quoted me 18 months, and I was closing in on two years when I decided that I was done! If your wait times are ridiculously long, at least be on time!
     
  18. lv

    lv Supporting Member

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    Agreed.
     
  19. joek86

    joek86 Supporting Member

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    The mere fact that you are buying something expensive and custom over the net, in a different part of the world, and can't visit the shop or see the progress is enough reason for boutique builders to intensify thier communication level. We should be made to feel comfortable with our purchase. Pictures and emails should flow like Niagara falls! It is bad enough that we have to wait a long time for custom gear, stress and frustation should not be part of the equation. Some obviously don't put themselves "in our shoes" when deciding how to do business.
    There are others that are great and those are the ones that I will do business with! Terry McInturff is one builder that is great in this regard. I never get the sense that I am bothering him or he is brushing me off. Sound Pure and Reinhardt; same thing.

    ~Joe
     
  20. Skinnyfists

    Skinnyfists Member

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    I agree, but what irks me even more is when a builder neglects to make a reasonably informative website.

    *cough*NathanSheppard*cough*

    But yes, if you are paying top coin for anything the maker/owner or whoever should make himself as accessible as possible.

    It's almost as if some of these builders really put themselves too high up there on the pedestal sometimes. Not directed to anyone in particular.
     

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