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Author Topic: Confused  (Read 1592 times)

Sir Albert

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Confused
« on: April 19, 2012, 07:48:14 PM »

Being new to this I thought I'd do a lot of researching and took my time looking at differing supply outlets etc, after careful considerarion I decided to E-mail 3 or 4 of them asking a few questions before placing orders over 2 weeks ago and I have not had 1 reply, which I find very strange and frustrating.

I assume they don't want the business, so its back to the drawing book regarding supplies. {:-{

On the other side of the coin Barry at Sirmar, George at Sitek, Dave at ACTion and Justin at Fleetscale have been spot on, I've placed the order with 1 and placing the other 2 orders next week then its game on with the build.


Title changed as a Company name was used

Ken

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Bob K

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Re: Confused
« Reply #1 on: April 19, 2012, 08:11:47 PM »

From someone working in retail customer service, I believe this is a vital aspect for retailers if they want to do business with a small and specialised clientele.
I would suggest that phone call can be more effective than an email in answering your query, and with a higher probability for the shop that you may place an order at the end of the call.  Emails take more time to reply to and where any clarification you may need leads on to further emails.

Having said that I have tended to place orders where I can call and ask a question if I need to, and some firms are very good at replying to emails.

However, there are firms (spoken highly of on this forum) who make it a point never to answer the phone, and if you are lucky enough to eventually get an email response it rarely answers your question.  I no longer buy from these because the chances of you getting something less than what you want are very high.

Customer Service is King.  Three cheers for the suppliers who try hardest.  Model making is a knowledge based skill where few are total experts.
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Shipmate60

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Re: Confused
« Reply #2 on: April 19, 2012, 09:18:33 PM »

Sir Albert,
That is where this forum comes into its own.
You have the combined experience of centuries at your fingertips.
If you look at the age profile throughout the hobby you will find almost all are "over 21", some by a large margin.
Some manufacturers are busy and let emails slip, some don't have any online presence at all and some have websites as they think they "ought to".
Yes in a perfect world all emails and calls will be answered promptly, but talking to some suppliers 1 phone call can take over an hour.
Calls can be made at daft hours, 1 call I remember being told about was 3 am (due to time difference) and emails can be time consuming.
Just because a companies are a little "lax" on their net replies does not mean that their products are not the most suitable.
When you go to Model Boat Clubs it is staggering how many members do not or have ever heard about Mayhem or even have access to the internet.

Bob
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Sir Albert

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Re: Confused
« Reply #3 on: April 19, 2012, 11:56:50 PM »

Sir Albert,
That is where this forum comes into its own.
You have the combined experience of centuries at your fingertips.
If you look at the age profile throughout the hobby you will find almost all are "over 21", some by a large margin.
Some manufacturers are busy and let emails slip, some don't have any online presence at all and some have websites as they think they "ought to".
Yes in a perfect world all emails and calls will be answered promptly, but talking to some suppliers 1 phone call can take over an hour.
Calls can be made at daft hours, 1 call I remember being told about was 3 am (due to time difference) and emails can be time consuming.
Just because a companies are a little "lax" on their net replies does not mean that their products are not the most suitable.
When you go to Model Boat Clubs it is staggering how many members do not or have ever heard about Mayhem or even have access to the internet.

Bob

I thought E-mailing would be easier as they would have time to read it or deal with in between customers, when I used to manage a trade outlet there was nothing worse being on the phone to some numbskull when a customer walks in needing your attention.  Also the ones I did E-mail actively promoted this form of communication.  Any how it doesnt matter now as I know all I need to at the moment from people on here and elsewhere.

Just waiting for the materials to arrive now. :-))
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Shipmate60

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Re: Confused
« Reply #4 on: April 20, 2012, 12:20:24 AM »

So what model have you gone for?

Bob
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ACTion

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Re: Confused
« Reply #5 on: April 20, 2012, 08:09:19 AM »

when I used to manage a trade outlet there was nothing worse than being on the phone to some numbskull
Was it you that gave them all our phone number? Swine!
I tend to check our E-mails every hour or so, largely because soldering up batches of identical units can be unbelievably tedious and my brain needs something different to think about. However, I know of three very reputable businesses in the model boat trade who never respond to E-Mails yet pick up the phone almost straight away as soon as you ring. Sometimes it's impossible to keep all of those plates spinning on top of their canes. I guess we all work in different ways.
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Artistmike

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Re: Confused
« Reply #6 on: April 20, 2012, 08:47:15 AM »

However, I know of three very reputable businesses in the model boat trade who never respond to E-Mails yet pick up the phone almost straight away as soon as you ring.

There always have been people that have had problems addressing and using new technologies, the same happened with the advent of electricity and telephones. In business it's probably more important that one adapts sooner rather than later, in terms of gaining the edge and surviving.  Having and advertising an e-mail address and then not replying to those who use it, seems a little perverse though, better not to let anyone know it exists as all you do is annoy potential customers.

Mind you, in this country especially, there are many in business who epitomise the adage .. " The customer is always wrong" . Thank goodness for those that realise that customer service translates into income...

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Sir Albert

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Re: Confused
« Reply #7 on: April 20, 2012, 10:01:06 AM »

So what model have you gone for?

Bob

1/96th Type 42 HMS Exeter. :-))
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geoff p

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Re: Confused
« Reply #8 on: April 20, 2012, 11:23:59 AM »

I'll put my two-pennies worth into the email pot.

Searching for some tools, I found a reference to RDG Tools and emailed my query, including "Can you post to Thailand?".

"Chris" responded in a couple of hours - it must have been about 5AM his time - in the positive but to be aware that postage might be very expensive.  In all the subsequent email exchanges, his responses have been very quick:  the goods arrived this afternoon, so I sent a note to RDG.  Chris' response came only 5-minutes later.

Because this company and it's employee have been 1/ helpful, 2/ prompt, 3/ courteous they will get get my future orders, regardless of whether their pricing is good, bad, or indifferent.  Dare I say their service has been exemplary.

No, I don't have any connection with RDG Tools except as a very satisfied customer.

What a contrast with Thai companies: frustrating would be a very polite understatement, as they won't answer emails written in English (or Yiddish or Gibberish) despite having English-language websites.  The only Thai business that has ever answered me now gets all my electronics orders - strangely enough, they are also helpful, prompt and courteous.

Geoff,
Thailand
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essex2visuvesi

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Re: Confused
« Reply #9 on: April 20, 2012, 11:32:01 AM »

as soon as you say "Can you ship to..." some shops do seem to think this is the excuse to plan a carribean holiday
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Re: Confused
« Reply #10 on: April 20, 2012, 05:39:32 PM »

I think people also have to realise that some companies exhibit at shows, there is one at Leicester this weekend. So they are not always able to deal with queries regarding their products as they might not, even in this age have access to the internet/emails.
I think it is reasonable to assume that they would be more interested selling to the  crowds at a show rather than one email regarding a query they can not deal with until they are back at their home.
I think in this hobby we are very lucky to have the companies making the parts we do, remember also that most of the business we deal with are one man/woman business so do not have call centres manned 24/7.

Lets cut them a bit of slack!

My two penneth

Brian
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lilgoth

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Re: Confused
« Reply #11 on: April 22, 2012, 12:08:47 AM »

yeah ive written to a few complanies about purchasing a replacement superstructure for my large tug
didnt get any replies back tho

but i might end up sticking it on ebay or in the sales here, as ive netiher the knowledge or the experience ( or even the tools ) to scratch build anything for it
and i dont think its fair having the 1meter long hull sat on my desk all the time as there is really nowhere to sail it ( as i dont have a car )
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