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I hear ya.
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Posted by Aaron Gilbert [Email] (more from Aaron Gilbert) on Sat, 12 Oct 2002 01:23:49 Share Post by Email
In Reply to: I am SO disgusted with Maptun, Quasi, Fri, 11 Oct 2002 17:39:30
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I have little patience for companies that don't return any form of communication, be it email or voicemail. And I'm a patient person by nature.

I'm in the customer service business, in fact that is the key tenet of our company's success. It would be unthinkable for us to not return every single call we get from a customer, or prospective customer. We aren't really up to speed with email yet, though we do have it. When we reach a point where we actually are receiving email from customers, you can bet we'll be every bit as dillegent at returning those, as expediently as possible.

Now, I realize everyone is downsizing, making the employees that are left work twice as hard. So, I have no problem waiting a day or two for a return call from a voice mail, perhaps even up to a week for an email return. But never? That's a HUGE black mark in my book against any company.

Maybe that's just me. I've had no dealings with any of these performance companies directly. I'm fortunate that my shop (Scanwest Autosport) has a great relationship with Abbott, and has sources (usually cheaper) for most of the other performance parts I need. Oh wait that's not entirely true. I did deal with Trent Saab in the UK for a RRFPR, and let me tell you they were extremely courteous and helpful, but it took me a LONG time to get the order going via email. I'm talking weeks here. Also dropped a line to Engstrom, asking about the Kilen springs (Scanwest offers them too, but has zero information, suggested I email Bo). I've yet to hear anything. That has a way of making a potential customer really lose interest.

I feel, if a company is going to offer email as a source of contact, both for product information and sales, then they need to support that decision. Better to just simply not give out email, than to provide it and not respond.

Ok, enough ranting for now... :)


Aaron Gilbert
1987 9000T 282k miles



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