Why don't companies ever reply??

[RobUK]

I'm sick of sending e-mails to companies and never getting a reply.

Jetway are a real pain, i've sent them loads of e-mail asking tech info about the board i have and never had a reply. I've had the board 9 months now!!!!!

Canon, One2One, Hewlett Packard are all the same why???

Can they read???

[barry glisson]

I sent soyo an e mail every day for 90 days never got a response. barry

[Warthog]

You gotta look at their rep first. Are they a good company or bad? HP would work using that theory j/k http://sysopt.earthweb.com/forum/smile.gif of course

Dell has excellent response time regarding emails. I have also emailed Tweeters (a sound store). They responed the next day.

Warthog

[cyclone2]

I bet you that they will respond REALLY quick if you say you want to BUY one of their products!
Mind you I emailed a company reguarding their Web Software and had money in hand, by not responding to my email I figured the same would happen if I had problems with it so I bought a different product!

[Psycho-holic Slag]

i don't know why it happens. i've worked for several companies that had email support, and i always heard customers complain that they never received a response from them. i have sent email to several support depts that i never heard back from, but i've had good responses too. kenwood has been good to me, but other people have complained about them. who knows?

[tonym]

Most companies that have a web-based customer support do a "triage", just like at a hospital, to determine who needs help the most! It is absolutely true that in most cases, "The squeaky wheel gets the grease."

For example, a single non-urgent e-mail probably won't get a response from a busy e-tailer. Two might. Ten have a high probability of response.

Similarly, one urgent e-mail might get a response. Two have a high probability. Three will get an answer.

E-mail messages are a threshold of pain thing for the vendor: Exceed it and you're sure to get an answer. This philosophy varies from retailler-to-retailler, but they have to have a process to handle the sometimes ridiculous volumes of e-mail that they receive daily. And most have limited resource to deal with the onslaught.

Don't get me wrong, I don't feel one bit sorry for them, they're in business and should be equipped to handle any and all customer requests. But the tight job market has made a real, live person sitting somewhere reading, analyzing and then directing every piece of e-mail to the proper place a dream for most companies.

And, as always, the good companies will learn fast, adapt and do a good job with all aspects of customer service, even e-mail. Otherwise they won't be good or even in business for long!!!

And BTW, an e-mail stating that you either are thinking of purchasing or have purchased a competitor's product because of this vendor's customer service practices always seems to get fast response...

Tony

[brandon184]

Most large companies will respond if you fill out one of their question forms. They seem to have problems with responses when it comes to sending your question via regular email.

Small businesses are good with reply's.. As Warthog said, Dell is also great with responding to emails ASAP.

- Brandon

[BBA]

Well..When you tell a company you have 3000 PC's, they not only reply, but call you back in person!

HP is one of the better about that too. ( of course, we have over 3000 HP pc's )

[djurom]

I've posted about 15-20 e-mails using DFI's question forms about the same thing and how much do you think I had replies? -> 0/0 <- so much about customers support

[Richard_Cranium72]

This topic reminds me of a post a while back.

A user got a mobo(bad/?)and wanted to return it.

He e-mails them like several times PER day and wonders why no response.

This is just FYI.

Internet companys operate of "Razor Thin" profit margins. This allows little time to help novice users, not saying you are, understand how to set up and operate.

Also, Computer Geeks responded to my e-mail per a bad item in two(2)days.

The note was nice and gave me three options as how to handle my situation.

I copied the last of it, later folks

DrVette->>

"Thank you...
Chris Long
Systems Engineer TekGeek
Computer Geeks Discount Outlet, Inc. http://www.computergeeks.com

Geek technical support
760.734.3808
tekgeek@compgeeks.com

Geek sales and customer service
760.734.3681
servigeek@compgeeks.com
salesgeek@compgeeks.com

Geek fax line
760.734.3682 "

[falcompsx]

why don't they reply? simple, they delete your mails before they even finish downloading.

[elroy]

Viking Modems-I called, phone rang 4 times and a tech guy answered, "how may I help you"
problem solved in 5 minutes. Tech guy even calls me back to check if it worked.
Amptron-responded to email, I don't think they even read what I wrote them
BCM motherboards-NO SUPPORT AT ALL

[NDC]

I sent E-mails to Plextor, Yamaha, Sony, and HP, I usuallu got a reply from them within a couple days. http://sysopt.earthweb.com/forum/smile.gif I noticed Plextor to be the quickest. http://sysopt.earthweb.com/forum/smile.gif