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If you send an email to a company inquiring about a product how long do you think is reasonable before you receive an answer? When I was the distributor for Clearvue I read an email and responded straight away even if only to acknowledge I had read it but others do not seem to have that policy. I doubt if anyone ever had to wait for more than 8 hours for a reply.
Next business day should be latest.
If I can order something from Lee Valley Veritas in the USA on Sunday night our time, and get an email telling me it's been shipped the next day, then 24 hours for someone to reply to an email should be the absolute max.
Some of the overseas companies really do put our retailers to shame. I can place an order and have it delivered from Axminster in the UK quicker than most Aus retailers return emails.
I just don't understand why email inquiries to companies in Oz aren't dealt with immediately as they are potential sales.
And at half the price including shipping.Quote:
Originally Posted by bueller
When I was in business, I'd check my emails several times a day and respond immediately, was something wrong with me??????
I placed a request for a spare part with a national company that sells woodworking machinery, based in Brisbane, in late February, still waiting for a reply.:oo:
And sellers wonder why people are purchasing from overseas!!!!!!!!! Got the spare part (a drive belt) locally, a couple of days later.
Kryn
I have also come up against the issue of local companies not replying to emails.
The funny thing is that if i don't hear from them, i start looking overseas.
As others have found, the response from overseas vendors is normally quick with answers and postage, and most of of the time it is also cheaper.
I would rather support local, but it's annoying when, you do manage to order something here in Aus, it can sometimes take a week to receive it, where as i can put in an order from the US and its here before the Aus brought item.
Aus retailers really need to step up their internet based customer service.
I don't mind paying a little bit more for goods here, but they need to pretend i'm at least a customer.
I suppose it depends on the retailer that you are dealing with.
I recently ordered some accessories for a Gifkins jig from Col Housie via his website and received a phone call an hour or so later to clarify my requirements. Items were delivered a few days later to suburban Sydney from around the Coffs Harbour area.
After a demonstration at my woodclub, several members expressed interest in my quick action clamps that I had bought from Aldav, one of our WWF members in Albury. An email enquiry via a P.M on this site resulted in a quick reply from Aldav, with an order placed after several text and email exchanges regarding quantities etc. The clamps were despatched last Friday from Albury and received at 8.30am yesterday.
Looks like I have picked good suppliers. The same service has been enjoyed by a friend who has dealt with Carrol's, Pop's Shed, Timbecon and McJIngs over the last month or so.
I'm the sort of bloke who doesn't follow up an enquiry with a supplier who doesn't respond to a potential sale, I just assume they don't want to make a profit from me, so I find another supplier.
Alan...
Adding to the list of forum sponsors who properly engage with their customers is the Sandpaper Man.
One fly in the ointment that isn't very controllable by the suppliers is shipping. Aus Post is probably the best but only good for small packages. When couriers and commercial freight transporters are involved things can go from merely inconvenient to fornicatingly ludicrous.
The Yanks have always been keen on mail order stuff. Back when the west was opening up there were ware houses along both coast lines supplying the "inland" with stuff the pioneers needed. John Wayne was a great user of mail order services.
I have a Panel Saw of Italian ancestry made in 1983. The distributor is still in business selling the same brand. I sent them an Email regarding a point of service I need guidance. That was about September.....still no word!!! I would have been happy with a note saying that because of its age parts were no longer available.
Interestingly, Amazon is setting up distribution centres all around Oz right now.
They currently take one in every two dollars of ecommerce in the USA and have stated they want even more here. When it comes to the logistics of moving a box they can't be beaten.....except in customer service.
If retailers want to survive, the customer experience and responsiveness is absolutely critical.
In some ways its no different when you walk into some stores. i.e. you get ignored.
How much effort does it take to excuse yourself from what you are doing for a second and say, "Be with you in a second"
Worse still are the attendants chatting to their mates either direct or on the phone. In one store the attendant was gas bagging on and on with me standing there with the small item I wanted to buy in my hand. In the end I walked out with the item and without paying.
Its not just in Australia, was the attendant at the lost baggage office at Pisa airport was a young woman, sitting at the counter window on a stool, chewing a large ball of gum and painting her nails . She looked up at me and kept painting and held her hand up to indicate she was busy. Fortunately I could clearly see my bag in amongst one of the piles of luggage on the floor. I reached around the window, opened the door walked in and grabbed it. As I left I said "thank you", and she mumbled "your'e welcome"
Another thumbs up for one of the forum sponsors, this time Timberbits.
This company started very small and has moved premises at least 3 times, each time to a larger property, and is now a very sizeable operation.
How did they do that? Customer service and prompt attention to all enquiries, not to mention extremely fast delivery service. Same day despatch whenever possible.
It's not rocket science but it seems too hard for the majority of Australian businesses.
Hi,
I think you will notice nearly all the accolades handed out have been to businesses where the owner has a hands roll. When you start with employees and franchises it only takes one dick head to ruin years of good will, especially when we can tell each other about it on sites like this.
Regards
I have found that if the subject line is something like, "Where can I buy", responses are not perfect but better.
Rich, my experience with email enquiries to US based companies has been very good but I can't say the same for Australian companies.
I have even had US companies ring me to discuss an order.
Having travelled a fair bit in the US my experience has been that US business as a whole is far more service and customer oriented than here in Oz.
Fred,
That is astounding. I rate US companies a mostly meh in customer service.
There was an interview in a now defunct and offshore magazine about a router bit sharpening stone with a gentleman from a company in OZ. (Distributor, I think.) I sent an e-mail to the info address at the distributor. I sent the e-mail at about 10 AM, Pacific Time. I had a response that afternoon, Pacific Time.
One of the things that I've noticed about Australians in general is that a commitment, verbal or written, is as good as gold. Where as some American businesses if you shake hands with an employee, you should count your fingers to make sure that all were returned.
Oops, I forgot about the great service I received from The Sandpaper Man late last year.Quote:
Originally Posted by Chief Tiff
Alan...
One Australian company who is very good at responding to queries is Vicmarc. I bought my VL200 second hand and they have been so accommodating answering all my queries. Great company.
I have also come up against the issue of local companies not replying to emails.