I have a rant!

[speedjohnston]

I'm getting really fed up with vendors that don't want to answer questions about there products. I take the time to write a short, to the point e-mail asking questions and if I ask 3 it seems they answer 1. Ask the same questions again with another question and they answer 1 of the questions again, and then again. Is there some unwritten rule that you can't answer more then one question at a time if its a hot rod part? My god man its not like I haven't purchased any parts. :bang:
OK I feel a little better now. :lol:

[Sieg]

I feel your pain.

Trying to support the small niche vendors can be frustrating. Appears the don't check email or get so many that they only have the time to handle the top priorities.

Phone communication can be frustrating too but it's usually creates a connection and requires good note taking. At times I wonder if they're in fear of the documentation of email?

[214Chevy]

I know exactly what you are talking about. I agree with you. It's happened to me lots of times. Many times I've had vendors not answer the email at all. I like to call and ask the questions, but you can hardly ever get anyone to answer the phone either. One thing though...they know how to charge your credit card and take your money though. :poke:

[geberhard]

there is a thind called a telephone, and that can help :P

JK I feel your pain, but on the good side a lot of vendors are great to work with. Teh others simply lose the money and business...

[DRJDVM's '69]

I totally agree...

But the one thing I always try to consider....think about the sheer volume of emails they get EVERY day....add that to the number of phone calls.

I'm sure most companies would love to have 20 helpful knowledgeable people thats sole responsibility is to answer emails and phones....but its never going to happen in 99% of business'

If I email 1-2 times with very brief or no response I dont even keep trying that route...time to pick up the phone

if the online support sucks....and the phone support is no better....no more business from me...

[speedjohnston]

there is a thind called a telephone, and that can help :P

JK I feel your pain, but on the good side a lot of vendors are great to work with. Teh others simply lose the money and business...

There are great vendors to work with for sure.
I usually use the phone, but in this case I wanted specific part #'s and thought this was a good way to go about it and I would know exactly what I was purchasing. I could also then look up said #'s. It seems that the responder loses interest after his first sentence.
I just needed to vent, but its all good. lol

[64pontiac]

I know what your talking about, god knows I have had it many times as a purchaser of product too..... BUT I also know the flip side. Not that I am saying it is right, or trying to make any excuses for any times that I may have done it to customers or potential customers, but it does happen. Especially when it tends to be a small scale (employee-wise) business when it seems like there is never enough time in the day/week/year!

All I can say is that, and correct me if I am wrong, most niche vendors are sometimes as little as one or two people, or 4 in our case, that spend the majority of their time BUILDING the cars for local clients and going through exactly what you are talking about with larger vendors! Such as in our case, we are starting to break into the production side of things and it can be alot to take on! That is not to say that we shouldn't, because if shops like us didnt you may not get some of the innovations that we have come to love, and all businesses start somewhere!

I know from our own experience, that I do the design/management/machining/CAD/and alot of the fab work and wiring within the shop with my employees, while Dawn does the office and phones. As a small business with a family, sometimes things get in the way. But we always try and respond and I think that we are pretty giving with information on any products we know and sell, and we are always eager to get a new customer. Much like us, there are many really great vendors on this site, and many that arent! For example, Shannon from MODO is absolutely phenomenal, and many others. (Sorry everyone else, I only mention Modo as it was fresh in my head with how they were really nice to deal with for a smaller company)

Sometimes I think we as vendors can be on the defensive prematurely too, as sometimes we can feel like we give out a ton of pertinent info only to not result in a sale.... not that that is right to do, but it happens!

Anyways, hope you aren't afraid of all of us, and remember at the end of the day we need you too and that is always our goal, even if it gets forgotten sometimes!

[Vince@Meanstreets]

I know exactly what you are talking about. I agree with you. It's happened to me lots of times. Many times I've had vendors not answer the email at all. I like to call and ask the questions, but you can hardly ever get anyone to answer the phone either. One thing though...they know how to charge your credit card and take your money though. :poke:

I totally agree...

But the one thing I always try to consider....think about the sheer volume of emails they get EVERY day....add that to the number of phone calls.

I'm sure most companies would love to have 20 helpful knowledgeable people thats sole responsibility is to answer emails and phones....but its never going to happen in 99% of business'

If I email 1-2 times with very brief or no response I dont even keep trying that route...time to pick up the phone

if the online support sucks....and the phone support is no better....no more business from me...

For some small one man shops it maybe tough to keep everyone happy. I'm a one man shop and I spend 40% of the day answering emails and putting out estimates. On top of that I'm in the shop working on cars and making parts.
I can see how it would be overwhelming if a shop had to sell multiple products. But customers keep me in business so it's all good. Gotta get it done.

[Rod P]

^^^^^ agree with both above...................OK not complaining I just don't know most look at the whole picture as a Retailer/vendor I will say, it is tough to answer all the e-mails(about our products listed online and on eBay) answer the phone, pack orders daily(for USPS and UPS) work the counter of our brick and mortar store, call manufactures for RA numbers on broken and bad parts and or warranties, order products to keep the store stocked and stock the shelves along with special orders, drop off USPS daily, engine/head rebuilding, keep up on social media with pictures, blog, forum chat, facebook, along with the non-fun business parts like helping with bills and building repairs.....just today on monday was only 15 e-mails that counted among about 60 with new Viagra formulas, 22 ebay orders (from decals to control arms) 4 regular orders, I cant count how many phone calls and after counting receipts for today 30 walk-in paying customers(not including the free advice gatherers), one radio station sales dude, and a race fuel delivery of 20 5 gallon buckets of VP fuel (they don't take it off the pallet just off the truck) not bad for 3 guys on a Monday and its worse when one of us is off at the track or a goodguys event to race and promote the shop and business................. so yes it can be tough to answer all the e-mails, when there one line questions from the same person over and over, do I love it yes but I squeeze it into a 10 hour day cutoff, so I can have family time and of course build my own race car, would I trade it for something else....no way.... I don't know if that's how you're vendors day is but we are not really just sitting around waiting for email and phone calls :relax:

[Rick Dorion]

If an email address is going to be made available, it should be managed. Otherwise, only publish a phone number or state a disclaimer. Some vendors, I think, must never sleep based on their responsiveness!

[214Chevy]

If an email address is going to be made available, it should be managed. Otherwise, only publish a phone number or state a disclaimer. Some vendors, I think, must never sleep based on their responsiveness!

Good point. Some vendors do have disclaimers that say we will return emails/phone calls within 48 hrs, or something to that fact. Albeit, that 48 hrs never come at times though. I understand companies are busy, especially the one-man shops like Vince spoke of.

[coolwelder62]

As for me I try very hard to get back with everyone as soon as I can.Up until a few week's ago I didn't have internet in the shop.Now that I have it in my shop I can check Emails and PM's over lunch or at breck time.I perfer to speak to customer's over the phone.It is easier to answer all the question's asked.But I have sold part's and frame's to some I have never spoke with.Please feel free to call me any time during businees hour's.:thankyou:

[Sparks67]

Actually, I never had much problem with getting hold of vendors. At my former job, there was a saying "Squeaky Wheel gets the Grease". Here is the 3 methods that I used at work, and I still apply it with vendors on cars.

1) Email is informal method and never seems to get results.
a) Most of the vendors on this forum, are now on Facebook.

2)Telephone is the best method.

3) Facility visit: Actually, I have shown up at vendors that I bought products from in the past.
Well, there is benefit here. You get to see what they are doing in that shop.
(Camaro Specialities, DSE, Pilkington, Motor City Speed (Billy Briggs), and I recently visited Sled Alley in Detroit yesterday. I got to see Camaro XV.)

a) In the 1980's, there wasn't an internet. So I went to major car shows or swap meets to meet vendors. This is the best way to buy products. No shipping costs at all. Depending on your state. (No taxes).

Lot of the vendors are small shops: 1 to 3 employees, so I never really expect them to return an email within 48 hours. WINTER is their busy time of the year.



Jeff

[speedjohnston]

This is a large very popular company that I want to purchase a center section from. I would like very specific part #'s to get what I want and having things in writing that its the proper part for my application is never a bad idea. I'm actually getting a response soon after I send the e-mail, its just that they don't seem to want to extend past one sentence. After our 8th e-mail you would think he would just want to answer all the questions asked (very simple specific questions) and get rid of me for good. lol
I did finally get all my answers, and in the end he gave me the wrong part # that went against what he previously said. WTF! lol

[MotleyDrew]

It could be something in the tone of your email. You may want to take a nicer approach by prefixing the email with compliments about the vendor and then proceed with your questiong from that point. There are many churches that offer "life lesson" and "better yourself" type classes you may want to look into as these could be your key to getting better service in the future. Maybe they vendor doesnt like your German/Canadian heratige? That is his or her right you know. Go with Christ .:poke:

[speedjohnston]

It could be something in the tone of your email. You may want to take a nicer approach by prefixing the email with compliments about the vendor and then proceed with your questiong from that point. There are many churches that offer "life lesson" and "better yourself" type classes you may want to look into as these could be your key to getting better service in the future. Maybe they vendor doesnt like your German/Canadian heratige? That is his or her right you know. Go with Christ .:poke:

:lostmarbles: :lostmarbles: :lostmarbles:

[Sparks67]

This is a large very popular company that I want to purchase a center section from. I would like very specific part #'s to get what I want and having things in writing that its the proper part for my application is never a bad idea. I'm actually getting a response soon after I send the e-mail, its just that they don't seem to want to extend past one sentence. After our 8th e-mail you would think he would just want to answer all the questions asked (very simple specific questions) and get rid of me for good. lol
I did finally get all my answers, and in the end he gave me the wrong part # that went against what he previously said. WTF! lol

Wow! 8 Emails... After the second email, then you need to take it to phone. If you wanted a specific part numbers, then ask the company for a sales quote on your center section. I spend less time doing this and I always get the correct answers.

I have requested quotes from companies on products via email. Although, one product that I later purchased, there was a contract drawn up between myself and the company.

Here is a good article on Emails and other forms electronic communication.
http://about.bloomberglaw.com/2012/08/21/inadvertent-contract-formation/


Jeff

[speedjohnston]

Well, I e-mailed almost the same e-mail to another company last night, got all the prices, the parts and the reasons why I would use that set up today. All it took was a small list of parts and three sentences. Second choice easily becomes first choice at this point.

[Vince@Meanstreets]

Let me take a guess...strange then to moser?

[MotleyDrew]

Let me take a guess...strange then to moser?

:thumbsup:

[MotleyDrew]

I like bugging Steve but all kidding aside these guys are shooting themselves in the feet. Customer service needs to be priority one. In my job I receive upwards of 100 techincal emails a day which I have to respond to as it could mean the difference of keeping or losing a customer. Some people are worried about email as it leave a paper trail that can be reference at a later date. They would rather just says thing via phone so they are not on the hook so to speak.

The american economy sucks right now and these companies should be fielding evey call they get to maintain market share.

At this point its an easy choice.