E-mail Aggro

[DeLam]

Am I the only one who has problems with Firms not replying to E-Mails.
I was always told that it was both rude and ignorant not to answer when
asked something, but it seems the norm these days.
It doesn´t matter the size of the company , Honda marine U.K. never respond,I think they have auto delete for incoming mail.
I wanted a rigid kicker and contacted Z-Spars -no reply, a drawing to Bengco for a quote -nothing. What prompted this post was the latest ,Martex Marine ,E-Mailed a week ago and I am still waiting.
These firms go on my ´Black List´if they dont reply with a sale in prospect what the hell chance is there if there is a problem.
Why have an E-Mail address if they don´t bother with them.
As I said ,is it just me or does anybody else have problems?
Interestingly Honda España replied to my "bad Spanish" query within an hour and in good English too.
, so is it just a British problem?

 

[nicho]

Absolutely, and it's getting worse. I'm think that firms are cutting staffing levels to the bone, and those left, simply do not have the time to get replies back to the enquiries. These days if someone says "I'll get him/her to phone you back", I always tell them not to bother, 'cos they never do!. If it's important enough, I call back myself until I reach the individual concerned. Like I say, I don't think the big problem is the individuals themselves that can't be bothered, I thinks it's more a time issue - whatever, it's widespread, and these companies will eventually go to the wall due to lack of customers

 

[Joe_Cole]

How right you are. It really is amazing that it happens so often that I am astonished when I do get a reply to an E-mail. I've tried sending dozens of copies of an E-mail sometimes. It doesn't always work, but at least I can hope that it pi**es them off at the other end.

It's nearly as bad as those automatic phone systems ("press this number if you want"...etc)

Joe

 

[VMALLOWS]

Coming from a corporate environment where we had the equivalent of email long before 'email' over internet existed, I do indeed understand your frustrations. I really would like an acknowlegment that my email has been received/read. It was even possible to 'pull-back' a message that you had sent in error (or regretted!) if the recipient had not yet read it. Unfortunately this is simply not possible as the internet stands today. The receiver has to 'consent' to a return ak (if this is supported at all).

IMHO.......anyone more up to date please do update me.

 

[byron]

I think the problem is many companies are just not geared up for web based business. No one checks the mail or if they do the don't know what to do with it.

http://www.alexander-advertising.co.uk

 

[Gunfleet]

I'm sure you're right. It's not very difficult to get the Martex chap on the phone and have a chat if you want. Or you could go to a boat jumble and see him. I expect some thrusting young salesman has told him he needs to be on the web.

 

[VMALLOWS]

Sorry, but I do think there's a bit more than this to consider.

People phoning in should, these days, realise that they are talking to a call centre operator. They will be well trained to answer the specific query(s) they are expecting. (the specific query will usually be on their screen before they answer).

A big problem occures when people dial a call centre number which is not relevant to their question. The operatives script may be totaly inappropriate to the question. If they have been well selected(trained?) , and use their common sense, they should be able to talk sensibly to the caller......but if they are being monitored /motivated on a time per call basis this is unlikely.

 

[DeLam]

Living in Spain I sometimes want to do business with U.K firms. E-Mail should be
an ideal answer, it isn´t. I can´t go to boat jumbles and phoning a small firm one often gets the reply" he is not here just now , I´ll get him to call you back". This is not always convenient.An E-Mail is there to be answered at their most convenient time. I will stick to Spanish Firms in future.

 

[Bergman]

Yes

Dead right - drives me mad

Once E-Mailed BT Cellnet - got a reply saying E-Mails will not be read

Amazing

So

No longer a Cellnet customer.

 

[tonywar]

Perhaps the size of the business is an issue. I e-mailed Clapsons boat builders about mooring in their marina late on Saturday night recieived a reply Sunday tea time. So small business keen to catch customers = quicker response, large company no real interest in individual custom = slow or no response.

 

[nicho]

I agree about call centres (and as you know many are located in India these days). I was actually thinking more along the lines of smaller businesses, eg Chandleries. I have on several occasions called such companies and been told that someone will call back - they rarely do. I once even bet a chap a fiver that he would NOT get back to me as promised (the Company was Tow-sure in Sheffield, with a question about tow bar measurements). He laughed and assured me it would be the easiest fiver he had ever won........3 months later I'm still waiting!!

 

[petery]

I think most users don't realise that if you leave Outlook ( or your mail agent) running all the time, it will dial out every few minutes and collect any mail, letting you know it's arrived with a tone. It's impossible to ignore incoming mail!

Most people see collecting e-mail as a 'once per day' chore just like opening your letters rteher than a continuous flow.

 

[byron]

Outlook? Do people still use that, how charming, quaint even. /forums/images/icons/wink.gif

http://www.alexander-advertising.co.uk

 

[petery]

Strange, I see Outlook as a simple business tool - not a lifestyle thing! ... and I'm delighted that Bill Gates gets richer through me and my clients using it! ... you wouldn't use an Apple system by any chance?

 

[dickh]

Derek, I'm surprised you did not get a reply from Z-Spars, I have used them and if you phone them you will usually get a good answer, however if no-one looks at their E-mail inbox every day they won't know if they have a message will they? Maybe they get very few messages and don't look regularly - the system can be set up to alert the company they have a message - mine certainly is at work)on ISDN). Try phoning them and tell them you were dissapointed and expect a reply asap. I can see why you use E-mail rather than phoning as you are in Spain. Good luck.

dickh
I'd rather be sailing...