What happened to customer service?

[guitar007]

‘Wanted to share a recent interaction I had with a small music equipment supplier. I shoot over a friendly e-mail asking about a product. I received a terse response…from the President of the company. Hmmm. I respond and try and clarify my interest. I received a more rude reply to my inquiry. I’m puzzled….truly puzzled. Here I am….essentially saying, “Hi…I have money. I’m interested in your product. Please answer my easy question and I may decide to give you my money.” What I get instead is an intentionally insulting response. What’s behind this? I did nothing wrong. I didn’t deserve this treatment. What happened to customer service? Did it go the way of proper manners and etiquette? I never lost my cool.

Congratulations if your business is doing so well that, in this terrible economy, you can treat potential customers with contempt. However….I work for a Fortune 50 company that takes in tens of millions of dollars in profits annually (no exaggeration). If I found out that anyone who reports to me treated a customer or potential customer the way I was treated…they’d be in my office explaining to me what the hell they were thinking…and they would certainly be getting an ear full from me.

I can’t be the only one. Have you guys had similar experiences recently?

[Scumback Speakers]

I'm sure it was me.

I just had a guy email me. "Do you have spec sheets on your speakers in pdf format?"

He obviously hadn't gone to the site, cuz there's a downloadable PDF file for each speaker right under the description...highlighted in blue, that says "Download Spec Sheet".

Can everyone see this, or am I the only one who's browser is working for the PDF file download?

http://www.scumbackspeakers.com/m_series.html" onclick="window.open(this.href);return false;

Sorry you had a lousy experience, guitar007... if it was me. I've been hungover for two days after drinking with Bogner on Fri/Sat night at the amp show.

[guitar007]

LOL...! No! It wasn't you. That's funny. Jim…you’ve always been courteous in our communications.

I see the other side too...getting bombarded by stupid questions all day....every day. I'm sure that gets old. But you will never go wrong following the Golden Rule. Everyone knows that business is more cut throat than ever. If your business is doing well but you’re treating people disrespectfully….you’re missing an opportunity to be even more successful through excellent customer service and a pristine reputation.

By the way…I will be placing an order for one of your G12M 25 watt clones in a couple of weeks. I’m on the road…otherwise I’d do it now.

Wishing you much success & great customer relations!

[fillmore nyc]

This just seems to be the way a lot of people are lately. It doesnt seem to matter which side of the fence you happen to be on, whether shelling out hard earned money, or waiting for someone to PAY money they owe... Im speaking of experiences I've had lately as a buyer and seller on Ebay, and dealing with people that either dont know how to communicate, or just WONT communicate, like Goffa Bid, its beneath them or something.
Whether I just sold something and am waiting to get paid, or Im buying something and Im waiting for SOME fucking communication as to where my item is (which is exactly whats happening as I write this), its like once the transaction closes, BANG!! Silencioso!!
Its annoying as hell, and something I just dont understand. People seem all nice and accommodating BEFORE the transaction is completed, but immediately go into the "Cone Of Silence" (remember Maxwell Smart?? ) once the hammer drops.
Its not everyone Im dealing with, but I'll bet its at least half of 'em, and THATS way too big a percentage. Its something I just cant and wont do as a seller OR as a buyer. Communication (effective communication) is key in all aspects of life, IMO.

[guitar007]

It's so simple. If no one likes to be disregarded...why treat others that way?

We are still a primitive species.

[jbzoso2002]

Who was it? We must know!

Jimmy

[Structo]

I can't imagine a business like that lasting long.
Maybe they are on the slippery slope to bankruptcy or other failure and the guy is frustrated.
Who knows, we're not mind readers.

I don't think twice about a response like that, (though it would momentarily tick me off) I simply go elsewhere.

[jerrydyer]

I'm sure it was me.

I just had a guy email me. "Do you have spec sheets on your speakers in pdf format?"

He obviously hadn't gone to the site, cuz there's a downloadable PDF file for each speaker right under the description...highlighted in blue, that says "Download Spec Sheet".

Can everyone see this, or am I the only one who's browser is working for the PDF file download?

http://www.scumbackspeakers.com/m_series.html" onclick="window.open(this.href);return false;

Sorry you had a lousy experience, guitar007... if it was me. I've been hungover for two days after drinking with Bogner on Fri/Sat night at the amp show.

this is a quote from a man with a guilty conscience.

[frenchie]

Whether I just sold something and am waiting to get paid, or Im buying something and Im waiting for SOME fucking communication as to where my item is (which is exactly whats happening as I write this), its like once the transaction closes, BANG!! Silencioso!!
Its annoying as hell, and something I just dont understand. People seem all nice and accommodating BEFORE the transaction is completed, but immediately go into the "Cone Of Silence" (remember Maxwell Smart?? ) once the hammer drops.
.

On another side if you permit myself to talk about a little experience i had not too long ago about ebay sometimes sellers can be as unhonest as buyers ..went one time on ebay cuz i needed caps , found a seller who's buisness kinda looked like a "big" one , serious and all who was selling caps in relatively big bulks of the same values , problem is i needed different values , ordered my stuff and was in the way to paypal the whole shit until i found out shipping quote written on the add was appliable only on one value when you buy there , so if you have four values to order you got four times the shipping to pay ...ended up with a bill of 60 dollars for less than 15 dollars worth of tiny tiny tiny caps ( which can all be shipped for less than 10 dollars ) which wasn't mentionned in the add .....i blew the company off without paying ...but now my ebay rating has taken a serious shot

[fillmore nyc]

On another side if you permit myself to talk about a little experience i had not too long ago about ebay sometimes sellers can be as unhonest as buyers

Absolutely. Thats what I meant about it not mattering which side of the transaction a person is on... if the seller (or buyer) is a prick in general, you can bet that you'll be in for a headache when it comes to either getting your product, or getting your money.
I like dealing on Ebay a lot, but finding out the hard way that the seller or buyer is a jackass really sucks. Most of the time it seems that by the time I realize that Im dealing with a jackass, its too late. Again, communication... its really aggravating sending numerous emails regarding an items whereabouts, or the status of some money owed and not getting any response.

[Scumback Speakers]

this is a quote from a man with a guilty conscience.

Quiet you! Or I'll tell everyone about that chubby you had after blasting the Marsha on Saturday...oh...wait...

[lifer]

so anyway.....who was it??? let's get the gossip!

[guitar007]

Who was it? We must know!

Jimmy

so anyway.....who was it??? let's get the gossip!

I believe in second chances. I'm not above having an off day myself. However...the damage done is now I'm not confident in the service I will receive if anything goes wrong after the purchase. I'm still on the fence on this one.

I don’t enjoy trashing people...not sure what it accomplishes. I’m opened to share anything here on this site with my fellow guitar brothers…I just don’t think it would be the right thing to do in this case. Maybe he’ll read this down the road and change the way he conducts business. That will benefit all of us. :0)

[Omn]

I don’t enjoy trashing people...

No worries. We can do it for you

(OK, it is fair enough...)

[Fido]

I believe in second chances. I'm not above having an off day myself. However...the damage done is now I'm not confident in the service I will receive if anything goes wrong after the purchase. I'm still on the fence on this one.

I too believe in second chances--especially since I've been on both sides of this equation. But I totally see why you're on the fence & that's why it's important to me to maintain common courtesy. In other words, when answering the same tech support question or parroting a product description(as clearly seen on the website) for the thirtyleventh time, I simply pretend it's the first. Because for the guy on the other end of the phone, it may be. There's a reason they call that rule "golden"...