Hey everyone. So I’m just venting a little about some communication issues I’m having with a “well known” online vendor. I have emailed a couple times with no response. It’s been about 4-5 days. With today’s technology and having a cell phone in your pocket 24-7, why is it too much to ask for a response concerning an order I have made, especially since I would consider myself a good loyal costumer (have made well over 2k in orders this past 7-8 months). Maybe My expectations are too high, I don’t know.
Retailer Communication: Am I Expecting Too Much?
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Depending on the purveyor... could be covid related.
I’ve been having trouble getting responses from others so it could be due to this whole thing.
Current lockdown aside, I would usually expect a response to something easy in a couple of business days. But realistically, if my standards weren’t met I’d just shop elsewhere. I have no claim on them to run their business to my standards.
One thing I would caution against is the idea that because we all have cell phones, a tobacco retailer should be on call for you 24/7. That’s ridiculous. They have standard business hours, cell phones notwithstanding.
They’re not surgeons. If you really want your tobacconist on call 24/7 then expect to pay surgeon money.
One thing I would caution against is the idea that because we all have cell phones, a tobacco retailer should be on call for you 24/7. That’s ridiculous. They have standard business hours, cell phones notwithstanding.
They’re not surgeons. If you really want your tobacconist on call 24/7 then expect to pay surgeon money.
A private jet on standby would be nice perk for preferred customers.
Current situation allowing: companies may be running a limited staff, have a much increased level of custom and generally having a harder time of it. If in ten working days there is nothing then I would consider that perhaps too long.
I know one UK company has stated that at the moment they cannot realistically reply to emails or calls relating to placed orders.
I know one UK company has stated that at the moment they cannot realistically reply to emails or calls relating to placed orders.
I have also emailed a fairly well known American pipe maker, using the email on their website, and never received a response. Perhaps some are just taking a break right now.
I'd give them a full work-week and then email again with your request and an explanation of having made the earlier request, and about your previous patronage. Give them another week. After that, I'd tend to take my business elsewhere. If they turn up in a month with an explanation, evaluate it and respond accordingly. I wouldn't blast them. You might want to buy something on sale three years later.
I would give them a bit of leeway at the moment, but an automated response acknowledging your e-mail would be good.
I have sent my watch back to the manufacturer in Germany for a repair a while back and recently inquired about the status of the repair and still haven't heard back from them. I'm just assuming that some companies have closed their doors with the COVID situation at the moment. A lot of people only reply to work e-mails at work.
Have you checked the retailer's website for any 'response to COVID-19' information?
I have sent my watch back to the manufacturer in Germany for a repair a while back and recently inquired about the status of the repair and still haven't heard back from them. I'm just assuming that some companies have closed their doors with the COVID situation at the moment. A lot of people only reply to work e-mails at work.
Have you checked the retailer's website for any 'response to COVID-19' information?
I hope you get a reply soon. I’d add to the above points by saying that mailing more than once in 4-5 days period does not speed up your reply (if anything it will delay it further as time consuming cross checks have to be done to see if all/latest info for each duplication is being addressed) i.e imagine how much more difficult it takes to clear a mailbox if everyone mailed twice as two emails need to be located/read just to send one reply
@gervais sorry to use your own words but most people have a cell phone in their pocket 24/7 and you might be one of them.
Most people also seem to forget the original purpose of said phone and seem reluctant to call with it. Honestly unless they are forcibly closed by the "new normal" most tobacco retailers are a bit more old-school and will respond better to a phone call.
This isn't a dig at you OP, I hate calling when a quick bit of text will do but when dealing with people/companies that are a bit more old-school (tobacconist and musical instrument stores to name a couple) a good old fashioned phone call works best more often than not.
Most people also seem to forget the original purpose of said phone and seem reluctant to call with it. Honestly unless they are forcibly closed by the "new normal" most tobacco retailers are a bit more old-school and will respond better to a phone call.
This isn't a dig at you OP, I hate calling when a quick bit of text will do but when dealing with people/companies that are a bit more old-school (tobacconist and musical instrument stores to name a couple) a good old fashioned phone call works best more often than not.
Thanks for your insight. I've come to realize that I am being a little impatient with the whole matter, and need to relax. Sometimes I jump the gun. They'll get back to me when they get back to me
Actually, if they are a large online retailer and it's been 4 or 5 days, that's too long not to get back to you, even with Covid. We live in a digital sociey. Updating you shouldn't be a problem. Communication and service should be the hallmark of an online business. If call them. If they are a one or two man shop, it !at be more understandable.
I’ve had really quick turn around recently in communication from two different online retailers (both in USA), my issue has been with shipping carriers. Haven’t received tracking updates for a month.
That's why I liked doing business with smokingpipes. You can always get someone to answer the phone who at least acts like they give a shit. At the other end of the spectrum was a vendor who had a Connoisseur pipe, about which I had a question. After repeated attempts I gave up and shopped elsewhere.
I always call SPC. Whether an order or just to BS about pipes and tobacco, they're always available to talk.
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