Quote:
Originally Posted by charliebub
You're welcome. He's a very nice fellow, just pretty hopeless with e-mails - probably just doesn't get the chance to go over them often.
p.s. Better be nice to him - he may be a little fed-up with the World Cup after tonight's match for Germany.... 
John B. |
Hi,
thanks for words of support and understanding
We indeed have to deal with up to 70 emails per day, which requires a lot of time. Some customers are asking for support, some request quotations or discounts, some asking technical questions and expect detailed answers.... If you just count 10 Minutes for reply of a message - 700 minutes per day (a am working 600 minutes per day inclusive overtimes)
Additionally as a part of Onyx team I have to work on the upcoming release of the software . At the moment we have to deal with kind of dilemma. We have calculated our prices with low margins and cannot afford to hire and train additional personal in Germany for this kind of job and our customers have to accept delayed response time.
Also please here are some tips, if you are going to contact us:
- don't hesitate to contact Onyx directly, if you have some urgent technical questions or issues. They also really are willing to help.
- don't place questions about issues with your product or order on the product questions or review pages. We are monitoring and moderating them just once per week. Please send your request either per contact page or as direct email
- please write your messages either in German or English. It must not be perfect English grammar, we understand even Google translated versions. Some customers are contacting us in their mother tongue and we are spending a lot of time to translate them (unfortunately we still don't speak Korean, Japanese, Portuguese,Spanish , French etc... )
- Please be kind, brief and sober in your messages. It does not motivate us to reply immediately, if we are contacted by unfriendly or emotional customers.
You can also contact me using Whatsapp (+4917634599899)