The silence is deafening...

LewisM · #1 14-09-2012, 07:47 AM

I sent 2 emails to a large NSW optical dealer recently asking a few questions for a potential order.

Nothing. Nada. No response at all. Been 5 days.

They must be so busy not to need my money

Ah well, I just took my money off-shore instead. Agena got my order (and with express post shipping, comes out $8 CHEAPER!)

Ric · #2 14-09-2012, 08:02 AM

I had a similar situation about six years ago when I purchased my latest scope.

I sent off emails to a number of dealers asking for details, only one replied and they actually rang me and spent a lot of time over the phone discussing the scope.

I was very impressed and needless to say they got the sale and I've been happy ever since.

h0ughy (David) · #3 14-09-2012, 08:11 AM

maybe your email was automatically suspected as spam - it happens

Omaroo (Chris Malikoff) · #4 14-09-2012, 08:15 AM

If I want a quick answer from any dealer.... I call them. Not hard, and you end up with local warranty.

Dave2042 (Dave) · #5 14-09-2012, 09:22 AM

Last time I emailed Bintel I got a prompt and sensible answer.

Have to agree with Omaroo, though. Picking up the phone is much more reliable. How do you know your email got through? Spam filters, ISP cockups, accidental deletion...

Astro_Bot · #6 14-09-2012, 09:47 AM

In my experience, for Australian shops, phone definitely works best, but some do respond promptly to e-mails ... and some don't.

Larryp (Laurie) · #7 14-09-2012, 09:59 AM

Yep-phone is best

strongmanmike (Michael) · #8 14-09-2012, 11:41 AM

Agree with Chris and Houghy, use the phone

Mike

LewisM · #9 14-09-2012, 12:20 PM

TRIED on the phone, but in my work/life, normal business hours are hard to make happen, so emails are by far the most convenient. No other dealer seems to have difficulty with my email address being suspected spam... always get quick responses from Sirius Optics, Astro Optical, Oz Scopes etc.

Now, who said I meant Bintel?

h0ughy (David) · #10 14-09-2012, 10:54 PM

Quote:

Originally Posted by LewisM

TRIED on the phone, but in my work/life, normal business hours are hard to make happen, so emails are by far the most convenient. No other dealer seems to have difficulty with my email address being suspected spam... always get quick responses from Sirius Optics, Astro Optical, Oz Scopes etc.

Now, who said I meant Bintel?

well in all fairness if you really wanted to get through you would find the time and the way

. I have Pmed you the direct email so i am sure you will not have any problems

Rod771 (Rod) · #11 14-09-2012, 11:26 PM

Its the golden rule in retail - respond to all your inquires!!! You never know which one will be your "big sale"

Phone doesn't always work either, I made an inquiry about a part last week. The store person took my details and said they would phone me back, I'm still waiting

ourkind (Carlos) · #12 15-09-2012, 12:16 AM

This does not only apply to online enquiries, I literally walked into 2 stores in the sydney city area, both reputable dealers (so I thought) which appear in all the Aussie Astro Magazines, both failed to deliver on their promises of return calls and arranging a time when I could view a showroom telescope in action similar to the specs I wanted. Obviously they did not know I had 6000 cool ones stashed in my pocket ready to part at the blink of an eye.

Ended up going elsewhere, possibly saved a couple of $100's and have been happy ever since.

MrB (Simon) · #13 15-09-2012, 12:39 AM

Quote:

Originally Posted by Rod771

Its the golden rule in retail - respond to all your inquires!!! You never know which one will be your "big sale"

It amazes me how often I get attitude from suppliers when ordering a single item for evaluation purposes, they're always giving me the feeling I am wasting their time.

I got a delivery at work yesterday from Israel of twelve titanium deluge valves.... worth $400,000 and another today of Super Duplex pipe spools from Denmark, another $300,000 worth.

Should I tell suppliers I spend millions of dollars a year for the company I work for? Nope. They should just treat every customer equally.

If I get serious attitude I just go elsewhere.
I got a huge amount of attitude and indifference recently from the 'big' pressure transmitter manufacturers when I needed a 'special' probe made for a level transmitter.
A small manufacturer was very helpful, answered emails within minutes, and never once asked what order quantity they could expect.
Needless to say we placed the order with them once the probe was tested. 24 transmitters at ~$3000 each... nice little earner for them.

Attitude is everything, and answering emails certainly helps.

Also interesting reading peoples attitudes here regarding emails and phone calls, in my industry(Oil & Gas), emails probably account for 95% of communication. Phone conversations are very rare.

Rex · #14 15-09-2012, 07:33 AM

Quote:

Originally Posted by MrB

Attitude is everything, and answering emails certainly helps.

Also interesting reading peoples attitudes here regarding emails and phone calls, in my industry(Oil & Gas), emails probably account for 95% of communication. Phone conversations are very rare.

Couldn't agree more. The problem with some of the bigger suppliers these days is they think they don't need your business. They think your just a number. They forget they work for you and that you pay their wages and business overheads.

I work for a large engineering firm and we are the same, emails, emails, emails. In this day and age emails would probably bring in as much business as phone calls. In my opinion if you have to wait more than 24hrs for a response from an email, then the supplier doesn't want your business.

And the spam folder is no excuse, because everyone knows about the spam folder and like we do, everyday they should go through the spam folder to see if anything got put in there that shouldn't have. If you do it every day it doesn't take long to go through it.
My two cents worth

Lee · #15 15-09-2012, 08:05 AM

Quote:

Originally Posted by Rex

And the spam folder is no excuse, because everyone knows about the spam folder and like we do, everyday they should go through the spam folder to see if anything got put in there that shouldn't have. If you do it every day it doesn't take long to go through it.

Agree... A business' email address advertised for customers to use shouldn't even have a spam filter - what costs more? - deleting a few emails regularly, or losing business???

LewisM · #16 15-09-2012, 08:14 AM

This time for me it was only a $200 focuser - Agena got the dollars instead, and the warranty is still valid.

The previous time, when I was hunting for a new setup, I got a few responses in email, but none terribly committal or serious from them. I told 3 that I had made my final decision and how much yada yada, and how long. Only 1 of the 3 answered - Ron at Sirius Optics - and he got my money, and then some

Ron has been always courteous, respectful, helpful and fast replying without attitude. He is sometimes a little more than others, but his service makes up for it.

For instance, I needed an HEQ5 upgrade recently, as my wife had bought me the simple skyscan (or whatever the simple RA/Dec motorised one is called) as an anniversary present. I rang 2 companies. 1 said he'd get me the price and call me back in an hour or 2. I waited. I waited till the next day. Then I rang Ron, he told me on the phone how much, and told me if I confirmed and he ordered now it'd be with him the next day. I did, and it was! Same with my Orion mini-guider - I sent him an email late in the day. He answered first thing in the morning that it was on order and he would have it by the end of September.

IT's things like this that creates loyal customers.