Quote:
Originally Posted by Ubix
Hi,
I am writing here because, I feel that this is the only opportunity for me to get in touch with people from ereader-store.de. They simply don't answer my emails.
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I apologise for some delayed replies to customer messages in last weeks.
Thousands of orders and hundreds of pre-orders have been placed in our store. Therefore we receive three kinds of messages: from prospective customers, who asks some questions about our products, from customers, who is looking for consultation and technical solutions by solving some problems with their devices (including improvements suggestions and ideas) and messages from pre-orderer concerning delivery of their products.
We plan dispatches of pre-orders based on information, provided by suppliers, but unfortunately sometimes our expectations, concerning arrival of batches and "ready for shipping" dates are affected by unexpected delays caused by third parties like custom office (asking for new introduced certificates, permission, goods checking etc.), mistakes, caused by our suppliers etc.
Usually I get customer messages about technical issues, suggestions and also a lot of mails with words of gratefulness for our work and our products. And usually I reply within of one day.
However If such a disaster like delay of a expected product batch happens, we start to receive a huge wave of emails with customer questions concerning this delay and I am spending hours daily just to write messages to calm down and inform affected customers. In my company it is only me, who is responsible for customer contacts (additionally to other not less important functions). Sometimes it just takes time to reply to all of them. It is also very arduous. But believe me, no one message remains unanswered, even when sometimes it takes a couple of days to wait for reply!
Some impatient customers are sending up to 5 messages per day, expecting immediate reply.. Please! Don't expect too much . We are very small company with some limitations. We keep our prices as low as possible, there are no huge profits to allow us to employ and qualify more personal for service purpose. Most of customers are accepting this compromise - to pay lower prices, but to stay patient, when sometimes we need more time to reply to some customers messages..
It also makes much more fun to help customers to solve problems and to discuss product improvements, than to reply to messages like "I know it was a pre-order, but where is my order, which I place already two days ago?" I really would prefer to spend more time working on product improvement, promotion of our products, be more active here in forum, than to do unproductive things. It is also part of expected service, isn't it?
I am sorry, when we sometimes cannot satisfy some customers. I really try to do the best what I can and what my time allows me to do. But some understanding from customers site would be also very appreciated. Look, it is already late night in Germany, but I am still sitting in my office and writing replies to recent messages in our store.. So please don't panic..