Open letter rant to online vendors......

[lcseds]

In this day and age, almost every business wants to have an on line presence on the internet. And why not? Joe's hardware in Topeka may sell a snow shovel to somebody in Miami through their online catalog. Wouldn't have been likely before the internet came of age. It's a savvy business that does do business on the 'net.
So why is it so many companies want to be online for potential customers, and yet not answer emails? I can't tell you how many times I've emailed for a price or two (if it would be more than one sentence to reply, I would call), and never hear from the company that wants to be so accessible???? With the internet, not answering email is no different than not answering the phone. This is how somebody wants to do business?
Prime example for me is one of the sponsors here, and host, Beartooth Kawasaki. I have send many emails over the past six months requesting a price on an accessory, and never heard back. I know, I could call right? Fine then, they should remove the email link from their website since they don't have anyone at the other ending replying to anything. A local Honda/Kawasaki dealer will reply usually withing 4 hours. Guess where I bought all my accessories from I asked Beartooth to quote?
I am also trying to buy a boat. I have emailed SIX boat dealers in the last week and have yet to hear from any of them. Apparently, nobody is interested in my dollars. This happens way too much.
Folks here rave about Beartooth. And I'm very happy for this forum, don't get me wrong here. I just wonder why email is such a problem. I realize the volume is probably heavy. And I expect a email or two to fall through the cracks. But not a couple.
Frustration.

[2WheelFun]

I have had mixed results using email with some vendors so I just call them and talk to someone who can answer my questions. I get faster results that way.

Many times the email address is there for convience but some people are running busy doing the work at their shops and don't check their email regularly so people depending on email alone to communicate can become frustrated.

[Spok]

I've always just prefered to pick up the phone and call

[Frankt07]

man you aint kidding. i was able to buy a really good snow shovel at a really good preice from Joe's. i have it "just in case". if it ever does snow here, i will be ready!

lcseds, if you think thats bad, you should see the service inthe restaurant industry down here. flat out sucks in my opinion

[2WheelFun]

Originally Posted by Frankt07

man you aint kidding. i was able to buy a really good snow shovel at a really good preice from Joe's. i have it "just in case". if it ever does snow here, i will be ready!

lcseds, if you think thats bad, you should see the service inthe restaurant industry down here. flat out sucks in my opinion

Are they using email also?

[trikebubble]

I too have had many similar experiances, even dealing with local suppliers via e-mails.
I went inot the local Yamy dealer to inquire on a new bike for my gal 3 weeks ago. The sales guy gave me his e-mail which I used that same day to fire him off some photos of her possible trade in. After his initial response of "we'll put together a price and get back to you" I heard nothing. Until yesterday, when he phones to talk about making a deal. So i told him we had just come back from Vancouver with a new bike, a deal we brokered solely via e-mail.

I also should mention that I have personally had nothing but great success dealing online via e-mail with Beartooth. I have purchased a few items from them, and corresponded with Jim numerous times via e-mail. The service they showed me was top notch.

[2WheelFun]

Originally Posted by trikebubble

I too have had many similar experiances, even dealing with local suppliers via e-mails.
I went inot the local Yamy dealer to inquire on a new bike for my gal 3 weeks ago. The sales guy gave me his e-mail which I used that same day to fire him off some photos of her possible trade in. After his initial response of "we'll put together a price and get back to you" I heard nothing. Until yesterday, when he phones to talk about making a deal. So i told him we had just come back from Vancouver with a new bike, a deal we brokered solely via e-mail.

I also should mention that I have personally had nothing but great success dealing online via e-mail with Beartooth. I have purchased a few items from them, and corresponded with Jim numerous times via e-mail. The service they showed me was top notch.

First class people offering first class service.

[neebelung]

Originally Posted by trikebubble

I also should mention that I have personally had nothing but great success dealing online via e-mail with Beartooth. I have purchased a few items from them, and corresponded with Jim numerous times via e-mail. The service they showed me was top notch.

+1 I've ordered a time or two from them, and had great success.

That said, for everyone who prefers to just pick up the phone, there's probably a dozen who rely on the internet. It's just more convenient -- I'm at work, get a free moment.... *poof* fire off an email and read the reply at my leisure. Calling? You get stuck on hold, sometimes someone has to call you back (and it's NEVER at a time when it's convenient to receive the call!), and sometimes they don't call you back at ALL, which is even MORE frustrating.

[1400pilot]

maybe the emails are not getting thru, I have had that problem at times with other emails, they just dont go thru, why I dont know, but it happens, that why it is always better to pick up the phone and call, takes the same amout of time and you are sure of making contact as you will be talking to a person

[neebelung]

Originally Posted by 1600pilot

... takes the same amout of time and you are sure of making contact as you will be talking to a person

Absolutely not true. Firing off an email takes 15-30 seconds tops, depending on the complexity of the question (pricing being pretty simple). Calling takes a couple of minutes, at the least. Doesn't SEEM like much time, but if you're shopping around, and wanting to get prices from a variety of places, email saves a lot of time in the long run.

[lcseds]

Not to mention I believe email to be of great convenience to the retailer. They are not scrambling to pick up a ringing phone, juggling people on hold, etc. *I* think I'm doing them a favor by using email. Give them some time to answer, no big rush.
Like I said, if you had great dealings with Beartooth, super. I've heard very nice things about them. I just wish *I* could relate.

[1400pilot]

Originally Posted by neebelung

Absolutely not true. Firing off an email takes 15-30 seconds tops, depending on the complexity of the question (pricing being pretty simple). Calling takes a couple of minutes, at the least. Doesn't SEEM like much time, but if you're shopping around, and wanting to get prices from a variety of places, email saves a lot of time in the long run.

unless they dont recieve the email, how are you to know that they recieved it???

had it happen to me last night emailed a friend at his work and he replyed to me but neither of us got the emails, found out about it when I called him on the phone this noon and asked him why he didnt reply.

[neebelung]

Originally Posted by 1600pilot

unless they dont recieve the email, how are you to know that they recieved it???

had it happen to me last night emailed a friend at his work and he replyed to me but neither of us got the emails, found out about it when I called him on the phone this noon and asked him why he didnt reply.

If it were an isolated incident... as in, you've only tried emailing a company once, and you don't get a reply, maybe. But if you've tried repeatedly over a 6 month period (as the original poster contends) then it's highly unlikely.

Also, there's read receipts... I get read receipts on emails I send from work that show when it was displayed on the recipients screen, even if they're not in our network.

Yes, occasionally emails are lost in cyberspace, but that's the exception, not the rule.

[Kawi]

I am very sorry to hear that you did not get through with your e-mail Icseds. I won't say that we haven't had trouble with email before because we have had a few very isloated cases even on a local level at times where our filters will pick up an email address and send it directly to the garbage as spam mail. Sometimes it may have something to do with your subject line and even an address occasionally will set off the filter. I can't pretend to tell you that I have the knowledge to figure out how to stop all the virus problems and spam problems so we no longer have to have filters and we do set them fairly tight as we have to be very careful because of the security involved with some of our commercial contracts. With that being said, that is the reason for us to have our 800-556-3098 and we invite all of you to feel free to call us anytime at that number. Again I am very sorry and I wish I could tell you that we will look into it further but I feel very confident after 10 years of research on this very problem that we have the best working setup for e-mail that is possible at this time. Thanks for letting me explain
Jim
Beartooth Kawasaki

[Tod]

I can tell you, with my username (for the life of me, I don't know why I thought it was a funny/good idea at the time I chose it years ago... ) I have a hard time with electronic communication. I sometimes have to resort to sending e-mail from my work address just to get by a filter.

[2WheelFun]

Hmmmm...How many owners give that detailed of an explanation?

Jim...You Da Man!

[neebelung]

Originally Posted by Spam

I can tell you, with my username (for the life of me, I don't know why I thought it was a funny/good idea at the time I chose it years ago... ) I have a hard time with electronic communication. I sometimes have to resort to sending e-mail from my work address just to get by a filter.

LMAO!! OMG I never would have even thought of that!

[Scary Harry]

Originally Posted by 1600pilot

maybe the emails are not getting thru, I have had that problem at times with other emails, they just dont go thru, why I dont know, but it happens, that why it is always better to pick up the phone and call, takes the same amout of time and you are sure of making contact as you will be talking to a person

I disagree about the "same amount of time".
A telephone call often results in an electronic response wherein a long list of numbers to punch is given. Most of the time when the reccomened number is punched one is placed on hold an forced to listen to ads or ratty music for a long period of time. Many of these calls never result in any useful human contact.
Harry

[1400pilot]

Originally Posted by Scary Harry

I disagree about the "same amount of time".
A telephone call often results in an electronic response wherein a long list of numbers to punch is given. Most of the time when the reccomened number is punched one is placed on hold an forced to listen to ads or ratty music for a long period of time. Many of these calls never result in any useful human contact.
Harry

ya but sometimes it's a great way to screw off at work and look like you are working!!!

you know, "time management"