When Vendors don't answer calls, emails, voicemails?

-
Caco2120

Caco2120

Well-Known Member
Joined
May 30, 2015
Messages
271
Reaction score
105
Location
Marion
So I realize the world is a busy place.

hence emails,and voicemails, and messages, and websites.

So how much do you trust a vendor that you have called several times, emailed several times, either get no response at all, or the clear "B team" that doesn't even want to talk to you.

Funny its really hard to spend your money. I'm not even talking calling service to complain about something. I'm talking about calling to order parts from "recommended" vendors etc.

customer service is really dying. All our small hotrod shops and specialty shops want to know why amazon is getting rich....well pick the phone up, or answer and email, maybe someone will tell ya.
 
I have the same problem with no return calls, email, or texts. I agree, customer contact with most companies suck!
 
In my experience, I'm calling &/or emailing about technical information that the vendors do not have on their website. I realize it takes a day or two to get to that information & I don't have a problem with that. The problem we all have is NO return calls or emails, we live in an information age & a very few companies utilize it. They hire a skeleton staff & expect them to do the work of three to four people without compensation (i.e. overtime or a possible bonus for a jobs well done). All of us are inundated with telemarketers & charities calling or phones. When I get those calls, I either don't answer & let it go to voicemail, or answer, hang up & block the number. I retired just over two years ago & got a personal cell phone, I've received & blocked over 5,000 numbers on this phone in that time frame. Mom & Pop companies are limited, I know but sometimes you have to take the good with the bad & deal with it. The vendors the the OP & are are referring to, are probably major companies/ corporations who skeleton staff expect major results & goals. Rant over. LOL
 
Lots of customer No Service out there.

It's always refreshing when you call and actually get a person on the phone. Two recent examples:.

I called Oregon Cam Grinding to place an order for a custom regrind and to figure out the logistics. Ken, the owner, actually answered the phone!!

Just this week I called Performance Torque Converters (PTC). The receptionist put me through to a guy, but he wasn't an expert on Mopars so he got Kenny, the owner, on the phone. I have an issue with their converter I'm trying to resolve

I know owners are busy so I get straight to the point and keep it as quick as possible.

Without customers there is no business. Too many businesses look at the customer as a "bother" rather than a way to earn a living.

But I suppose it depends on the product. If it's a commodity, then tell the customer to place their order online and hope for the best. If it's more of a custom application, then the owner most likely doesn't mind being involved.
 
They really don't care if they get your business it seems. The three big auto stores in town for example .I know when I walk in the door what my experience that day is going to be like. Only a handful of the people give two *****!
 
I wake up every day proud to be part of my company, and blessed I have the job that I do.
We all have difficult days, or days we are so slammed that things roll to the next day, BUT I can honestly say someone having to call me time#2 or send email #2 Is a rarity.

When you do what you're passionate about, you have to take the good with the bad, and put a smile on your face.

Do we sometimes get a difficult customer, or someone we know is a long shot for actually buying? sure! But you know what? Our customers, are who keep our lights on. You have to keep grounded, keep positive, and keep on truckin. I have to bite my tongue at times, sure, but you put your best foot forward and deal with it.

Back to the topic of the thread, Yes, it's super frustrating when voicemail #2 or message #2 go unanswered. I had a guy tell me the other day he bought from me simply because I answered an email. One of three engine companies he emailed. He gave it a week. One person answered. Me.

Bottom line, difficult customer, easy customer, whoever, IF YOU DONT TAKE CARE OF THE CUSTOMER, SOMEONE ELSE WILL!!
 
Fgill said:
did it occur to you that perhaps that is the problem?
< Not really wanting to come acrossed as an @$^% 9 here...
(seriously am not, I do that enough already) but I own my own Co. perhaps a lil inside info for you, since its never as black and white as you may think:

99.9% of those "customers" that called constantly, emailed us repeatedly over & over & over & over & over... regarding what is almost always totally BS stuff, irrellevant questions OR better still, asking for info that they clearly can find for themselves (on the web or from our web links)..or somehow have it in thier head that we are thier own personal tech support line, never purchase anything.
They are in effect a total and complete waste of my time, my staffs time, my company time and in some cases, they absolutely know it.
Then there are those that want free stuff. why? well, because you have tons of whatever they want & well, they dont.
OR they just started a youtube account and have the life long desire to be a "social media influencer" and giving them free stuff will help with ..that. stuff. I guess.
They have literally asked me for a free car (our proprietary or custom modded cars start at $75k and go up to 150k). if not that, then they demand use of a free car to "evaluate us..lol, and in one case demanded "promo merch, of no less than $10k in value"
I kid you not.
We get hit alot with donor reqest for 'charity" all of them, to date have been completely ficticious organizations/frauds. or 'sponsorship' for some dude who thinks his truck & trailer make him a race team.
You then have those that actually do buy, but demand more, better, faster, provide incorrect shipping info and then ***** that it never arrived and demand we fix it asap, etc, etc. There are also the scams due to 'damaged in shipping" "didnt work out/like it/fit" (take your pick), after using it ..umm, the past 14 months...etc.
I once had a grown man, literally crying because he did not receive his 2"x2" American Flag decal that we include (for free) with every shipment. Un-Freakn-Real!

We are a small shop (like most of business are), every person here does 15 jobs, sometimes 30. So we have a choice; answer the phone and converse with Joe-Dud-the-Thud over parts we sell that are clearly listed (on our web site) to fit something other than his application, hear about his wifes cancer back in 88, his lost dog from childhood and the package UPS crushed last year..
......or we can knuckle down and produce a good product, let automated ordering process do its things and ship said product out to those customers that know what they want and place thier order without all the drama, 200 questions, fusss and fits.

I dont have it in the budget to pay some warm body to hold a chair down and answer a telephone all day, or sift thru what has at times been literally thousands of emails pouring in with much of the same BS as above, for what will amount o near zero net gain for my company. Would you if the shoes were on the other foot?
Access to smart phones, social media direct linking, hashtags and everything else that allow people to instantly connect to anyone & everyone (often times at once) with a mere swipe have made matters 10,000 times worse than even 10 yrs ago.

Sorry, but its just that cold hard of a fact of 'some ' of it.. I am F A R from alone on this.
THIS is why, many many companies, small mom & pops, and even large corporations are totally abondoning direct customer service contact options, phone support, etc. for "customers"...because they simply get inundated with BS by the minute. You may think, "well, but Im not one of those, I just have a question", but, well, sadly, from the companies perspective, you are.
Many are choosing instead, contact forums with varible inbox routing and sorting capabilities plus a whole bunch of stuff only my IT guys knows.
As for us, we have moved 100% over to contact via order #, meaning if you do not have or had placed an order for a product, you cannot contact us..and its mazing how much work we can get done!
So, look at things form the other perspective, and maybe figure out a way to not be "that cusomer"
peace.
Click to expand...
So i would pose a question to you. I have no idea who you are, or what shop you own, but if a customer asked for your business motto, and how you feel about your customer service, and how you are to deal with as a business, and a person, is the above, the speech you'd give?
That what you want the world to see as your thoughts on customer service?
 
Caco2120 said:
So i would pose a question to you. I have no idea who you are, or what shop you own, but if a customer asked for your business motto, and how you feel about your customer service, and how you are to deal with as a business, and a person, is the above, the speech you'd give?
That what you want the world to see as your thoughts on customer service?
Click to expand...

To answer your question honestly, we (my co - that I built out of my garage) have one of, if not the best customer service ratings & reps in the entire industry. I spend exactly $0.00 on advertising and have never once paid for or supplied product for a review, an eval or to be pushed, plugged or promo'd via social media.
How can that be? because of our customer service, global product reputation and business model. Nuff said.
You may think my views and opinions are soley my own, but I'm telling they are not - among business owners big & small.
Proof of that is EXACTLY why your frustrated now (with said co) and had no other way to deal with it, then to take to social media to vent, like all the kiddies do.
Talk to ANY customer service agent from ANY business and actually listen to what they deal with not on a daily basis, but on an hourly one. It will blow your mind the crap people say, try, do, threaten and rant about!
So - You may well be the victim of the countless jerk-offs before you, that ruined that business owners desire to communicate with his/her 'potential' customer base..but sadly, I kinda doubt it.
I guess what you failed to understand in my previous post, peeking under the curtain, into the other side of the customer service window is:
If you as a "customer" (particularly one who hasnt bought a single thing yet) pester &/or demand anything from an already busy, overloaded, regulated to death business, that may well be doing all it can in a 24hr day, with what most likely is BS 2000 questions or demands for this & that (including demanding replies when & how you'd expect it), repeatedly, then no, as a matter of fact, they will decide they really dont need, nor want your business.
You said yourself, "repeated calls & emails" This may again sound harsh ( again -not intended to), but I spotted you a mile away and dont know a thing about you - from 1 post.
How would you like to be pestered relentlessly? exactly.

I assure you, the owner of whatever Co your trying to reach, spam foldered every one of your emails and will never call you back....
Hear it or dont, believe me or not, You became "that customer" before you could even become a paying one.
Its a lesson in how people behave when they want something, but more importantly, its a sign of how they are, or are going to be - when they dont get it.
best of luck in your endevors. Im out.
 
Last edited:
Fgill said:
To answer your question honestly, we (my co - that I built out of my garage) have one of, if not the best customer service ratings & reps in the entire industry. I spend exactly $0.00 on advertising and have never once paid for or supplied product for a review, an eval or to be pushed, plugged or promo'd via social media.
How can that be? because of our customer service, global product reputation and business model. Nuff said.
You may think my views and opinions are soley my own, but I'm telling they are not - among business owners big & small. Proof of that is EXACTLY why your frustrated now (with said co) and had no other way to deal with it, then to take to social media to vent, like all the kiddies do.
Talk to ANY customer service agent from ANY business and actually listen to what they deal with not on a daily basis, but on an hourly one. It will blow your mind the crap people say, try, do, threaten and rant about!
So - You may well be the victim of the countless jerk-offs before you, that ruined that business owners desire to communicate with his/her customer base..but sadly, I kinda doubt it.
I guess what you failed to understand in my previous post, peeking under the curtain, into the other side of the customer service window is:
If you as a "customer" (particularly one who hasnt bought a single thing yet) pester &/or demand anything from an already busy, overloaded, regulated to death business, that may well be doing all it can in a 24hr day, with what most likely is BS 2000 questions or demands for this & that (including replies when & how you demand it), repeatedly, then no, as a matter of fact, they will decide they really dont need, nor want your business.
You said yourself, "repeated calls & emails"
How would you like to be pestered relentlessly? exactly.
I assure you, the owner of whatever Co your trying to reach, spam foldered every one of your emails and will never call you back....
Hear it or dont, believe me or not, You became "that customer" before you could even become a paying one.
Its a lesson in how people behave when they want something, but more importantly, its a sign of how they are, or are going to be - when they dont get it.
best of luck in your endevors. Im out.
Click to expand...
I was just curious how an accomplished business owner would want to be viewed in the public eye. You have more than answered that question and Congrats to your success.

I feel a voicemail of "hello, called several times to order axles and havent been able to get ahold of anyone, number is ***.***.xxxx. thanks" is not the extreme pestering customer you seem to dive right at. So far as to assume the owner of the company has spam blocked me? Lol

Ran online like the kiddos do eh? Did i name the company? No. Simply stating how its hard to even get some minor help these days.

Im not coming at you either, clearly u wouldnt care if i was, just interesting banter and differing opinions. Some valid points, but one extreme to the next. Good to see opinions from "inside the minds of the rich and famous"
 
As for this Hobbie, there is nothing I need that any single company has. I don't care who you are, the name on your work shirt, or your past history in the business. If a business wants to the that "guy" who thinks the economy is on the dime, think again. I move on to something else.

There is always more than one solution to anything. Learned that running my business. Never be held hostage....

JW
 
Given this wide spread and seemingly growing problem, we reallyshould be recognising those companies that are responsive and provide good service!
This is really important in the domestic market but when you live in Australia with the Pacific Ocean separating us it takes on a whole new level of importance.
So, in no particular order I’d like to do a shout out for these great US people and businesses!

Mike at B3 Racing Engines
Cass at Doctor Diff
Cold Case Radiators
Speedhut
Nate at Edelbrock
Josh at Kevko
Hensley Performance

I’ve enjoyed good service from a number of US organisations but for me these are the A Graders who went above and beyond regardless of whether I was purchasing, getting background info or even kicking tyres!
 
Although I was never involved in an online, or nation wide business, I did spend almost 50 years in a retail business. What I preached to my employees, I believe still applies.
Anytime you give your customer a reason to go to your competition, you give your competition an opportunity to take your customer.
 
It is frustrating when you cannot get ahold of someone at a business and I don’t order anything from those businesses.

At the same time anyone that disagrees with business owners not wanting to waste their time with the time wasters, solicitors, charities, or people that have no intent on buying anything should answer a business phone for a day. You will quickly be able to distinguish the difference between people that need information to make a purchase and people that want information for some other reason.
 
Slowswinger said:
It is frustrating when you cannot get ahold of someone at a business and I don’t order anything from those businesses.

At the same time anyone that disagrees with business owners not wanting to waste their time with the time wasters, solicitors, charities, or people that have no intent on buying anything should answer a business phone for a day. You will quickly be able to distinguish the difference between people that need information to make a purchase and people that want information for some other reason.
Click to expand...

I won't buy from a place that doesn't at least return calls or emails either.
The Wife and I own/operate a computer service business, and people would be shocked at how many customers think we are their personal tech support via phone after they have paid us for services.
It's like some people think once they have given you money for a service everything they want after that should be free.

We have a system after a couple of decades.
I NEVER answer the phone, because people want to get free help with emailing a picture (or whatever).
The Wife answers the phone.
If she can't help them (and she does her best to try) then they need a paid appointment with me for picture emailing training. (or whatever)
They only see me when I am getting paid for it.

We have actually gotten calls asking if we know someone that will do onsite service cheaper than us.:rofl:
 
Fgill said:
To answer your question honestly, we (my co - that I built out of my garage) have one of, if not the best customer service ratings & reps in the entire industry. I spend exactly $0.00 on advertising and have never once paid for or supplied product for a review, an eval or to be pushed, plugged or promo'd via social media.
How can that be? because of our customer service, global product reputation and business model. Nuff said.
You may think my views and opinions are soley my own, but I'm telling they are not - among business owners big & small.
Proof of that is EXACTLY why your frustrated now (with said co) and had no other way to deal with it, then to take to social media to vent, like all the kiddies do.
Talk to ANY customer service agent from ANY business and actually listen to what they deal with not on a daily basis, but on an hourly one. It will blow your mind the crap people say, try, do, threaten and rant about!
So - You may well be the victim of the countless jerk-offs before you, that ruined that business owners desire to communicate with his/her 'potential' customer base..but sadly, I kinda doubt it.
I guess what you failed to understand in my previous post, peeking under the curtain, into the other side of the customer service window is:
If you as a "customer" (particularly one who hasnt bought a single thing yet) pester &/or demand anything from an already busy, overloaded, regulated to death business, that may well be doing all it can in a 24hr day, with what most likely is BS 2000 questions or demands for this & that (including demanding replies when & how you'd expect it), repeatedly, then no, as a matter of fact, they will decide they really dont need, nor want your business.
You said yourself, "repeated calls & emails" This may again sound harsh ( again -not intended to), but I spotted you a mile away and dont know a thing about you - from 1 post.
How would you like to be pestered relentlessly? exactly.

I assure you, the owner of whatever Co your trying to reach, spam foldered every one of your emails and will never call you back....
Hear it or dont, believe me or not, You became "that customer" before you could even become a paying one.
Its a lesson in how people behave when they want something, but more importantly, its a sign of how they are, or are going to be - when they dont get it.
best of luck in your endevors. Im out.
Click to expand...

Sounds like you have a wonderful business, probably the best there is in your industry. Do me and others a favor and IDENTIFY your business here on the forum since it is so perfect.

Reason being, I want to make sure I NEVER EVER allow a penny of my money to go to you or your business. You have described a company (and owner) that I would NEVER DO BUSINESS with knowingly. Don't WORRY, I won't call you or email you either. Wouldn't want to BOTHER such an IMPORTANT and BUSY person as yourself. :icon_fU:

PS, I've never used that particular emoticon before, but it SURE SEEMS appropriate for you.
 
'73red-duster said:
Although I was never involved in an online, or nation wide business, I did spend almost 50 years in a retail business. What I preached to my employees, I believe still applies.
Anytime you give your customer a reason to go to your competition, you give your competition an opportunity to take your customer.
Click to expand...

There you have it.... I was the same way. However at the next level when you are doing everything you can and the customer still goes to the competition let it go. You more than likely don't need them in your life...... I had more than one and when we parted ways I never looked back.

JW
 
TrailBeast said:
I won't buy from a place that doesn't at least return calls or emails either.
The Wife and I own/operate a computer service business, and people would be shocked at how many customers think we are their personal tech support via phone after they have paid us for services.
It's like some people think once they have given you money for a service everything they want after that should be free.

We have a system after a couple of decades.
I NEVER answer the phone, because people want to get free help with emailing a picture (or whatever).
The Wife answers the phone.
If she can't help them (and she does her best to try) then they need a paid appointment with me for picture emailing training. (or whatever)
They only see me when I am getting paid for it.

We have actually gotten calls asking if we know someone that will do onsite service cheaper than us.:rofl:
Click to expand...
I got called over by one of my sales girls the other day. She had a guy on hold and told me " this guy says he isnt buying our engine, because he can have it done cheaper, BUT he wants me to tell him what source and part number we use for XYZ so he can quote "build the exact same motor" ....
I understand some people have no shame, but you still have to be polite, as RIDUCULOUS as his request was.

I told her to tell him we manufacture many of our own parts, and for proprietary reasons we don't always have common part numbers (which is true) told her to send him to me if there was anything else he wanted. He hung up.

In the words of Patric Swayze...
"Be Nice! if they wont walk, you walk them...but Be nice" LOL

Still have to be Diligent and polite...tough as it may be
 
SLOPAR72 said:
There you have it.... I was the same way. However at the next level when you are doing everything you can and the customer still goes to the competition let it go. You more than likely don't need them in your life...... I had more than one and when we parted ways I never looked back.

JW
Click to expand...

Oh, yes. There are those. Over time, you actually learn to spot them pretty quick. Some can't be pleased, and you dread seeing the come in, and are thankful when they leave. Even more so, if they never come back.
 
'73red-duster said:
Although I was never involved in an online, or nation wide business, I did spend almost 50 years in a retail business. What I preached to my employees, I believe still applies.
Anytime you give your customer a reason to go to your competition, you give your competition an opportunity to take your customer.
Click to expand...

Let's be honest here, there is plenty of customers you WANT your competition to take off your hands. While the customer is usually right, sometimes the customer is an A hole.

I believe myself to have good customer service, too good sometimes maybe. But I get very impatient with "time vampires" or people who clearly cannot be made happy. Once they light one end of the bridge on fire I go ahead and light the other lol.
 
Caco2120 said:
So I realize the world is a busy place.

hence emails,and voicemails, and messages, and websites.

So how much do you trust a vendor that you have called several times, emailed several times, either get no response at all, or the clear "B team" that doesn't even want to talk to you.

Funny its really hard to spend your money. I'm not even talking calling service to complain about something. I'm talking about calling to order parts from "recommended" vendors etc.

customer service is really dying. All our small hotrod shops and specialty shops want to know why amazon is getting rich....well pick the phone up, or answer and email, maybe someone will tell ya.
Click to expand...
Reminds me of local contractors. We talk to contractors at a home and garden show to do some major house repairs. They take our address and phone number. That's the last we hear from them. They apparently drive by and don't want to do the work and don't have the decency to just call and tel me they aren't interested. I don't need any excuses just an acknowledgement. :BangHead:
 
toolmanmike said:
Reminds me of local contractors. We talk to contractors at a home and garden show to do some major house repairs. They take our address and phone number. That's the last we hear from them. They apparently drive by and don't want to do the work and don't have the decency to just call and tel me they aren't interested. I don't need any excuses just an acknowledgement. :BangHead:
Click to expand...
Like when you get home roofing quotes ranging from 6k-25k....the 25k is the "i dont even want to do it" price
 
Johnny Mac said:
Like when you get home roofing quotes ranging from 6k-25k....the 25k is the "i dont even want to do it" price
Click to expand...
Exactly. A new roof is what we need. It will probably be $75+ A 100 year old house with the original clay tile

396.jpg
 
I bought a 4 door Dakota for my wife, and it had a bad 4.7 motor (surprise, surprise!) and decided to get a reman motor for it. I checked around, and narrowed my choice down to 2 companies that sold remanned engines. In the spirit of not bashing anyone by name, I called the one closest to me here in the Carolinas, and asked questions about their process of rebuilding, and any upgrades that they may make to the problematic 4.7 Dodge. The facility manager acted like he didn't have time to talk to me, nor did he care whether I bought their motor or not. I thanked him for his time, and threw their number away. I called Powertrain Engines, and got the exact opposite treatment. The sales lady answered a bunch of questions, and asked if I would like to talk to the president of the company? I said sure! He talked to me like he had known me forever, and explained everything they did to the 4.7 in great detail. I bought their engine, and couldn't be happier. I got a call months later from an unknown number, and figured it was a telemarketer. Nope, it was that same president of Powertrain asking if my new engine was performing up to expectations, and if they needed to do anything different to improve the purchase process! If I ever need another oddball engine for a daily driver, that is where I will go. If I need a crate type engine? Phhht!.....it will be Johnny Mac all the way! :D
 
You must log in or register to reply here.
-

Back
Top