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Originally Posted by tompe
Well, that do not happen if you are professional about it. You use some software to keep track of all support email and make sure you do not forget about them. That is especially important if you are a small company since then as you say people do other stuff also.
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Yup. I've taken the habit of flagging support e-mail.when they come by. But outlook is pretty much crap for this.
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If a company refuse to answer upset customers than I really do not want to buy things from that company. I do not see how you can defend that behavior.
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That really depends of the kind of E-mail.
Their jobs is to help people, but being insulted. Problems can get frustrating, and your words are sometimes harsher than need be in than situation; that need to be taken in account. But it's no excuse to being impolite.
If the person is upset, ok. But if he or she is rude or insulting, I can understand not responding to e-mails.
When my screen got broken, i was upset, but i didn't insult the people at bookeen. i didn't insult the people at pixmania either when my Mp3's player hard drive was found defective. Both problems got solved.
The person at the other end is usually not responsible for your problems.