PB companies and emails/contact us sections...

[matj]

Hi all,

I was just wondering what your experience has been with PB companies in general with emails and contact us sections. Across the board, in my experience, replies to emails have been none existent.

Local companies have not replied to me, retailers have not responded and even big manufacturers have provided no response whatsoever.

So your now wondering what the hell I've asked to be ignored?

the retailers: information on a HPA tank (potential sale of £60
a different retailer: information on a mask, bottle and a few other bits (a potential sale for £150)

Sites: to arrange event days, 3 sites now. For general information as to the running of the day such as lockers possibly being available or even things such as when payment would be due and when the deposit is due (more £ than I feel like calculating)

Manufacturers (or representing companies/distributors):
information on where I can purchase more of their products (again...more sales)

I really do think some change is required regarding emails and contact us sections on websites. Over £300 of my money has gone to different sites instead of local companies or those I have contacted simply because I have had no response. Again the whole "message us for immediate online assistance" boxes on websites...get rid of them. Contact us section with an email address. Then read the emails.

I think this is a massive issue a lot of companies seriously need to address. Being a small retailer and missing out on £160 in a single purchase is a massive loss. Again being a distributor for a manufacturer and not bothering to tell me anything I ask about the product or where i can purchase more...your not going to see me buying your equipment anymore.

In the current day and age phone calls are not always as easy to make as everyone believes. Not everyone can use a phone during the normal working hours and emails are the next best thing. You can even do it from your work computer which is frequently a reason why many do.

I'm interested in two things which is why i decided to start the thread. Firstly whether this is an anomaly and everyone else has not experienced this problem.

Secondly I know representatives of multiple companies read this forum. I do not want to name and shame anyone...its damaging for a company and its reputation. I help run a family company... we have never had a bad review and I would hate to receive one; I would hate to give someone else one for the same reason. If you help run or are part of an organisation which is involved with PB try and sort those emails. I actually feel sorry for the local companies that have missed out on my sales but if i don't have time to ring up (at the time i didn't) then i will take the next best option and order online from a competitor that can fulfill my needs without needing a phone call.

Whats your experiences? would love to know.

Mods... if inappropriate feel free to advise me so or delete etc.

 

[mrb2287]

The thing that needs to be remembered is that companies receive 100's of emails per day about exisiting orders, potential orders, queries etc
Some emails are really easy to reply to, others take time to respond to as it might involve finding things out, checking things, or back and forth communication regarding sizes, colours (for example)
I always say it is way better and easier to simply call up. Its easier to talk to someone rather than have to try and explain what you want or are looking at in writing.

 

[matj]

oh i agree calls are easier for the company, but unfortunately not for all customers. I wouldn't email regarding an in depth enquiry or issue with a product etc...no company has the time to deal with long emails.

I wouldn't mind waiting a week or so for replies, that's fine. As a company we receive hundreds a week and have 1 person sorting them.

It's when there is no response in over a month that it gets annoying. 30% of our business comes through email. That's a lot to lose out on if PB is anything similar.

It's just really frustrating that companies insist on using email but do not actually do so. If it's too much work then don't have email at all.

 

[frobinson]

I just wanted to jump in here just to offer an opinion. I work for the online sales department of a bike shop and despite the fact that we have many stores around the country, we are very much considered as a local store for many people in Edinburgh. We have a tiny department of about 10 who deal with all online sales, phone calls, and emails. Just wanted to back up what Rob said above in that every single day, we start the day by sifting through about 200 emails trying to sort out the spam, genuine questions, urgent questions and major problems. It really is hard to give everyone the answer they are looking for immediately.

Have you considered emailing and requesting a call back at a time suitable for yourself?

Now I'm not trying to defend anyone here, just merely pass on what I have realised after doing this job for 18months. Yes it is almost certainly far easier to fully explain your questions over an email as you can take the time to word it out properly, but if you want an answer, it is 10x better to phone up. We won't necessarily be able to get back to you immediately, we too have to deal with suppliers and distributors and are so often at their mercy. However we can then ask you any questions straight away that would slow down the process via email, and offer up any opinions or knowledge we might have. I'd also thoroughly recommend dealing with stores rather than trying to contact distributors/producers directly. In my experience, the phone numbers a store will use to phone up a supplier and ask questions too, will provide an answer significantly quicker than the number the general public is given!

Again, I'm not sure how relevant all that is and I'm not trying to defend anyone! It may well be different within paintball. Indeed, if they aren't replying to you, there isn't a great deal you can with regards to the supplier. But just keep at the shops and have faith they will eventually get back to you. From an employee of a similar small(ish) business, it really pays for us to have loyal customers and it would really suck if anyone was turned away simply because we might of accidentally deleted their email as spam, not answered the phone in time or simply been dealing with too much and forgotten about them! Best of luck.

 

[Dusty]

I'm still a believer in the power of a phone call to be honest.

 

[Stephen]

One company who are good with their emails are Shadow. Emailed them earlier today with an enquiry and had a reply within hours, very impressed.

 

[matj]

frobinson
I completely understand your viewpoint. The same as you we run a small company for wedding catering. Only 2 people work in the office and sift through all of our mail, calls and everything else. They don't have it easy...but everyone gets a response if they require one. I think patience can be key... but I emailed half of these companies over a month ago. The other half 3 weeks ago.

It really annoys me that these small companies are not getting my money. Instead the big boys are that already earn a huge amount anyway. Simply because its easier. At the time ringing during opening hours was not possible so I had no choice but to use emails

Dusty couldn't agree more. Like i say though...at the time it wasn't an option.

My gripe is purely the fact that email options are promoted by such companies and then ignored. It's pointless. Either have it and use the email service and maintain it or tell customers to ring you up front.

Stephen never used shadow, but always worth a look to see if i can add it to my list of shops/retailers. Are you affiliated to them in any way? (sorry....have to ask )

 

[WildWayz]

Shadow make barrels (and soon, markers).

Fat Bobs get back to you on Tues/Thu/Sat.

 

[Stephen]

matj haha, fair comment!

But no, I was just looking for a barrel, as eclipse don't make .693 bore shaft 4 backs anymore, and didn't fancy forking out over £100 for a boomstick or a freak kit, so sent them an email and fired a few questions at them!

 

[matj]

Shadow looks interesting currently looking for a new barrel so they may be worth bearing in mind.

FB is one of the stores that has the really annoying live chat option that never works. leaving a message through it doesn't work either. I have never tried emailing them normally though.