Communication or lack of. Is it me?

[Rockchild]

I’m finding it extremely frustrating with Audio companies putting on their sites that it may take up to two weeks to come back to you. Phone calls don’t get answered or returned and emails take forever. Is it me or am I being too impatient?
I ordered a PSU from a small company and asked how long it will be as I had a turntable sitting on a bench in bits so was keen to get it sorted so I called, no answer, then I emailed, no answer, emailed again and no answer, five days later, I sent another email stating that it would not be unreasonable to just let me know an item was posted and when and how it would arrive so I could be in or arrange to be in when it arrived. I also stated I was concerned and may need to purchase items elsewhere in the future as what I’m doing needed quicker turnaround times.
Finally got an answer saying I was impatient and it was posted the day before, eight days after the order (stock item) and also buy elsewhere in the future!!!!
In my book, that is disgraceful! I’m the customer!

In my trade, if I didn’t respond to a call or email the same day at least, I’d eventually be sacked! Customer service is paramount!
Why should Audio companies think they are an exception to this and bearing in mind, it’s a small market, you would think they would be keen to please rather than rely on name only.

Is it me or is this common. Covid times yes, maybe but not now or before. It’s also British businesses that it’s more common with, I’ll not name and shame but it’s making me think a lot harder about trying to be loyal to a UK company small or large.

 

[ClassikFan]

I hate it when companies fail to communicate in this way.
They don’t seem to realise that leaving people wondering is so much worse than giving customers info about delays or reduced production etc.

 

[Motortown review]

IMO customer service has seriously deteriorated, even before COVID hit us it was on the downward spiral, I’m sure there are exceptions, however I think it is getting worse, be it a private business or government body.

It infuriates me too as the op said, when companies take ages to return calls or emails.

 

[antonio66]

This is certainly not unusual in my opinion, I recently had to contact a major shipping company, they had charged me VAT when I was re-importing some speakers even though I'd completed the appropriate forms and attached the original shipping documents as proof. Trying to contact them is a nightmare, no phone number available and the site seemed to send me round in circles when asking what the problem was, since my question was not listed.

 

[Rockchild]

The latest email sent, I got an email automated reply saying we aim to respond within three weeks. Truly pathetic.

 

[pmcuk]

All true. Hopefully your item will be delivered. My last order of valves wasn't. 3 weeks after posting it's lost. Royal Mail. Very nice company who refunded me. I asked them how many parcels go missing and they said about 5 in 100. Not sure if that's good or bad. Bad for some.

 

[Rockchild]

How about this, a well known dealer selling something on eBay I was interested in, pictures and title saying one thing but description of something completely different, messaged to say what is actually for sale as description differs, twice I messaged and two weeks later they replied but never changed the description after my query. I’d lost interest by then.

 

[hiesteem]

Personally I'm not going to give my custom to negative businesses. Certainly audio companies who have attitude.

 

[Andy Stephenson]

I’m finding it extremely frustrating with Audio companies putting on their sites that it may take up to two weeks to come back to you. Phone calls don’t get answered or returned and emails take forever. Is it me or am I being too impatient?
I ordered a PSU from a small company and asked how long it will be as I had a turntable sitting on a bench in bits so was keen to get it sorted so I called, no answer, then I emailed, no answer, emailed again and no answer, five days later, I sent another email stating that it would not be unreasonable to just let me know an item was posted and when and how it would arrive so I could be in or arrange to be in when it arrived. I also stated I was concerned and may need to purchase items elsewhere in the future as what I’m doing needed quicker turnaround times.
Finally got an answer saying I was impatient and it was posted the day before, eight days after the order (stock item) and also buy elsewhere in the future!!!!
In my book, that is disgraceful! I’m the customer!

In my trade, if I didn’t respond to a call or email the same day at least, I’d eventually be sacked! Customer service is paramount!
Why should Audio companies think they are an exception to this and bearing in mind, it’s a small market, you would think they would be keen to please rather than rely on name only.

Is it me or is this common. Covid times yes, maybe but not now or before. It’s also British businesses that it’s more common with, I’ll not name and shame but it’s making me think a lot harder about trying to be loyal to a UK company small or large.

The short answer is that they aren't an exception. They aren't any different to any other company. Without customers they are nothing.
Having been self-employed for 35 years till I retired, I know how important every customer is.
I always tried to reply to emails or telephone messages the same day or next day at the most.
A customer is not an interruption of your work, they are the reason for your work. They are the ones who put the food on your table at the end of the week. Long term prospects wouldn't be promising for any company who neglects their potential customers.

Andy

 

[hiesteem]

Yes, I am self employed, and it is an interesting dynamic, depending on your type of work.

 

[thewestfield]

The latest email sent, I got an email automated reply saying we aim to respond within three weeks. Truly pathetic.

Not even a guarantee to respond within 3 weeks!

 

[Rockchild]

Not even a guarantee to respond within 3 weeks!

No, there isn’t is there lol. Sorry state of affairs isn’t it.

 

[Le Baron]

I'm of two minds. I think it would be simple and courteous to let the customer know, even if it's just an automated email to register that an item is posted. On the other hand loads of customers are impatient, unreasonable, some are plain stupid. And the impatience has come from expecting things to arrive yesterday due to that demented system initiated by the company that stole the name of a famous river.

The smaller the company the less time and manpower you have for running the sort of 'customer service' operation now expected. Where people pester you all the time because "it's been two...three...four days". I tend not to answer some phone calls from bothersome customers, because I know they are only going to ask tiresome and useless questions. I don't think the customer is king; he's sometimes a blockhead. Sometimes though he is justifiably requesting information and I'm all right with that. The others though, make you want to avoid it. There is also other work to be done.

So yes, automated info-mails to let people know things are on the way. And a phone line for justified queries.

 

[Sotosound]

I would reply to this thread but we are experiencing unusually high call volumes.

If you want me to reply to this thread and not lose your place in the queue, please leave your bank details, including debit card security code and PIN, after the tone.

 

[Le Baron]

I would reply to this thread but we are experiencing unusually high call volumes.

If you want me to reply to this thread and not lose your place in the queue, please leave your bank details, including debit card security code and PIN, after the tone.

And while you wait, here's some Vivaldi to listen to.

 

[Rockchild]

I'm of two minds. I think it would be simple and courteous to let the customer know, even if it's just an automated email to register that an item is posted. On the other hand loads of customers are impatient, unreasonable, some are plain stupid. And the impatience has come from expecting things to arrive yesterday due to that demented system initiated by the company that stole the name of a famous river.

The smaller the company the less time and manpower you have for running the sort of 'customer service' operation now expected. Where people pester you all the time because "it's been two...three...four days". I tend not to answer some phone calls from bothersome customers, because I know they are only going to ask tiresome and useless questions. I don't think the customer is king; he's sometimes a blockhead. Sometimes though he is justifiably requesting information and I'm all right with that. The others though, make you want to avoid it. There is also other work to be done.

So yes, automated info-mails to let people know things are on the way. And a phone line for justified queries.

I see your points and yes there are some time wasters and we call them tyre kickers but as a professional business, you need to determine and prioritise.
In my first post, I’d never spoken to the supplier before and 8 days isn’t impatient as I only asked for a lead time. If he said two weeks, I would have cleared the bench for something else but I know the supplier from shows and I’d put him as a Jekyll and Hyde case. Keen to get you to spend your money but totally useless as a business practice.

 

[Le Baron]

I see your points and yes there are some time wasters and we call them tyre kickers but as a professional business, you need to determine and prioritise.
In my first post, I’d never spoken to the supplier before and 8 days isn’t impatient as I only asked for a lead time. If he said two weeks, I would have cleared the bench for something else but I know the supplier from shows and I’d put him as a Jekyll and Hyde case. Keen to get you to spend your money but totally useless as a business practice.

That's fair. If you're willing to even work around the times, you're being thoroughly accommodating. You might have caught them on a bad day? Telling you to just buy somewhere else is a foolish own-goal though.

 

[Rockchild]

… I sent an email to Buchardt and within an hour, I had Daniel reply stating if it would ok to answer my question in detail later as he was with a supplier at the time.
True to his word, he did, 11pm lol. Later he came back to me again saying thank you for my interest.

I’m happy to name a positive business

 

[tackleberry]

A sign of the times as far as I’m concerned. Although complications from brexit and covid are real. The world is playing on it.

 

[Rockchild]

A sign of the times as far as I’m concerned. Although complications from brexit and covid are real. The world is playing on it.

Respect and decency costs nothing. Regardless of issues around the world, if you want to survive in business or increase your business, People buy from people wether it’s phone, email or face to face.