Here we go again! Why is there only one person that knows e-junkie and when he leaves the country no one is here to support the customers?
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Aug '08last reply
Sep '08- 8
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Really? Then why does it take over 3 days for answers?
The other problem I am seeing is that you are the main one with actual solid information.
Ive already been throrugh this with you and here we are again. You guys said we get rapid responses but I dont see it.
Why not open a section for handling/tracking questions or problems and getting more organized. That is what a professional company does that wants to take themselves to the top.
lemonbarReally? Then why does it take over 3 days for answers?
If you have a high priority question, you should send it to our support team via the contact us page.
Lemonbar, we DO have a support ticket system and we try to handle tickets on weekends and national holidays too .. without outsourcing the support.
How about you send an e-mail to PayPal, eBay or Google (professional enough?) or pick an e-commerce company our size and see who responds more personally and faster.
You are making excuses instead of taking responsability.
You told me questions would be answered within 2 days before. So I give 3+ days instead just in case. Thats fair enough. But the answers are not being given in a timely manner. Some are but some take a full week and if the responder didnt respond with a proper answer then it takes many more days. Kind of hard to get a solid answer quickly.
I can see you are not worried about it too much. Also, size of company doesnt matter. It is based on the perception. My perception is what I was told would happen. My frustration is that the answers are not as 'correct' as they should be to satisfy the question - except for you answers which are usually spot on. The others seem not to read/understant what thecustomer is getting at, in my opinion anyway. I hope this is good feedback.
It is not terrible but it is not what you promised after the last go around we had and I want to point that out.
I'd rather send you emails personally instead and think Id be better off that way. I need exact answers and some here give loose answers that are long and dont help much sometimes.
Also, why not start a tips and tricks section and see what becomes of it. We could all share and it could improve your customer base more after seeing what cool things can be done. If I new any tips and tricks Id share them.
Anyway, thats enough for that stuff and Ill send my tougher questions to you directly instead in hope of faster replies and solid answers. I think that would help me the most if you dont mind.
There are a lot of articles on the internet on how to deal with unhappy customers. Usually, they involve tactics to help deal with that single problem. Instead, you should look at unhappy customers as opportunities to improve your business.
Bill Gates talked about it. He said, “Your most unhappy customers are your greatest source of learning.†We couldn’t agree more. But what’s more important than learning is changing.
Big businesses are more sluggish in changing things in response to customer feedback. This is where small businesses have the advantage. If you learn how to improve your business to serve your customers better, you don’t need to go through all the different departments and management hierarchy like they do in big businesses. You just do it. Probably overnight too.
So, next time you need to handle an unhappy customer, not only should you think “how can I make this customer happy?â€, but also “how can I make sure nobody will be unhappy in the same way again?â€
However I would like to toss this in....E-Junkie has always responded to my support tickets within 24 hours. There is a reason they have a message board and a support system separate. Forum is for conversation and help from other users, not direct support from staff. Your support ticket system is meant for direct support with a specific issue. I feel this company is doing extremely well for how many people they have staffed.
You also need to realize lemonbar that if they hire or outsource more support staff to keep you happy on the board then that requires a higher overhead. Know what that means? Higher prices...... Remember, you cannot have your cake and eat it too!
Thanks for the post. Where can I find this from gates? That is quit an impressive comment and never knew he spoke like that. Would greatly appreciate the article, link, or book name of that text. Sounds like an instant read for me.
I think the key here is that I have history with them and hold them to their promises. I will have to abandon their idea of fast replies here and just use the ticket system - if I can find it - instead. 24 hours sounds really nice! Even 72 hours is good enough for most questions imo.
After that, as I alerady stated, the replies from everyone other then e-junkie himself and a person here or there, are not informed enough to satisfy me and I have to give them another 3 days plus a weekend. It is frustrating. Then after all that of course they couldnt care less about helping me even though my feedback helps them now and in the past. It is what it is - kinda a kill the messenger sort of thing.
Anyway, cant wait to get the contact for that quote so I can get it and read the entire book or article. Thanks ahead of time!
