Thanks to the guys at TSL and Scoobymania for not answering your emails, you could have had some business.....oh well your loss guys.

 

they were obviously outside taking some pics

 

Fek thats a lot of pics, mailed them both last monday.......

 

maybe it's just you then

 

Cheeky monkey

quite probably true tho, but at the end of the day they lost out not me, I now only have 2 suppliers for my car

 

Sorry TB.

We are busy, we're coming in early and going home late every day to try and catch up. (your mail was last Wednesday).



Mike.

 

Mike I am still waiting for a reply to an "urgent" email I sent you the week before I was at G-force (5th April!!!) Not joking either.

 

Apparently most houses in the UK have a device which I like to call Telephone.
They are available from all good electrical stores.
Don't quote me on this, but i believe that a Telephone has been invented that doesn't even need a wire. These are called Cordless Phones.
What ever next? Mobile Telephones


<flame suit on>

 

Ah, that old argument they said that about the telegraph when the telephone was invented

Telephone calls tie people up and you can't answer more calls than you can reply to e-mail. I've tried myself getting through to suppliers by phone and there often engaged, especially some of the well-known ones. Then sometimes you get through but you can't speak to the person you want too e.g. Mike or Paul.

Also, some workplaces frown upon people making personal phone calls during office hours, but are more than happy for them to use e-mail.

E-mail was designed to make correspondance more conienient and it makes it much easier when you put things you want to discuss down in writing, so you get detailed answer.

It's the 21st century don't you know. Why do we want to rely on something designed nearly 130 years ago

You'll be suggesting two tin cans and a piece of string next

[Edited by ozzy - 4/15/2003 7:52:07 PM]

 

Lol at Brun.

TSL have always replied to my emails straight away (by Paul) so no idea why they never replied.

Scoobymania-seems to have problems with their emails. Ive sent them emails before and them saying they never got them??

Mike does help you straight away if you email him direct. Maybe you should put this email address on the site.

 

e-mail problems? looks like a job for the Computer-related forum lads

 

I've got to admit myself that i grumble a bit when my emails don't get answered and i'm not a big fan of using the phone, but when push comes to shove...............

 

...... you moan on Scoobynet

 

Hi TB

Sorry about this..

We always try to answer mails as quickly as we can. The problem we have is that we now get more mails in a day than one person can physically answer... hence the reason we have taken another member of staff on to try and cope.

Hopefully this will bring the return time right down. If mails are marked "urgent" of for the attention of a member of staff they are always looked at immediately.

This notwithstanding.. i have looked and looked and can't find a mail from you if you have used the same addy as your profile... I think AOL has done us proud again

Please accept my apologies and as said..we are always on the phone or fax.

Cheers

Paul
TSL

 

Brun,

Indeed most houses do have telephones.

Unfortunately where I work they do not allow staff to make personal telephone calls in work time, also with working long days and not taking lunch breaks its a little bit difficult but thankyou for your productive comments there, much appreciated.

Trouser / Mike,

I understand you guys are busy, but.....if you have an email option on your relative websites you should really answer queries, I am not asking for much here, but even a little response to say sorry we are busy we'll get back to you asap, or an email to say call or anything would have sufficed.

Not being involved in the tuning business myself I can understand the amount of wasters calling and emailling, but if you dont answer to them then at the end of the day their business will be taken elsewhere, now I've never tried either of you guys before, thought i'd give you a shot at the bits I wanted.....

 

A lack of a decent CRM package is what is causing this problem.
Customer Relationship Management.

Zippy

 

I understand the point when a question is asked and a reply is not forthcoming, I personally see around 60 - 100 emails a day. if I can answer I will.

If its a query about how to fix a technical problem I will advise as best I can, despite the fact that such advice routinely jeopardises our business investment.


If I can't get to answer or I miss (or a member of my staff misses one mail out of the several hunred per day we get), please guys/gals..... don't be offended.

It doesn't mean we aren't interested or that you have been singled out to be persecuted. It doesn't mean that our "customer care" is bad and that you have been treated badly or not in the way that your life status commands that you should have been.

Just try again or pick the phone up Etc.

I'm sure we are not the only company who has a high volume of calls and mails and customers through the door and with a requirement to source, test and obtain new products on a weekly if not daily basis. (as well as answering mails from around 10 + countries per week, some of which aren't even in English)!

If a mail has been missed don't attempt to hang us out to dry in the very public forum (this one) that we have previously saved from the ashes and supported for nearly five years, (more in some cases), we are routinely trying to keep everyone happy.

As well as Email and phone and fax and "in the shop" I spend HOURS per day talking to customers on MSN.


Nobody is out looking for medals.... (I've already got some official ones) but we don't want to be hung out to dry in such a public arena because we missed the odd reply (compared to the volume of mails we get) to somebody.
My personal Email address is where it has always been, in my profile.

I will have placed additional links to that on our web site in case people have trouble and will also introduce a "tech@" address as well...... remember though, those mails will come to me and as you can see I'm a busy person..... If I miss one or a reply doesn't land within seconds of sending the query...... it doesn't mean that I'm not interested or that our (my) "customer care" is bad......I may just be busy.


Mike
Scooby Mania

 

Good response Mike

 

Well put Mike/Paul.

 

Excellent answers by all.

Mike YH lots of M

 

Would anyone like to buy a copy of Siebel - rarely used - can be implemented for less than £10m at a pinch.....

Rannoch

 

had to look Siebel up - now my mind is blown (or is that the booze)

LoFi

 

I think you'll find slow responses typical of the automotive trade. Unfortunately I can understand the difficulty in trying to work out which are genuine enquiries.

I've always found TSL and Scoobymania helpful. OK they might not have responsed immediately but normally within 48 hours and with a good level of information.

A damn site better than Godspeed who must hold the record for the slowest response times on earth. Don't bother with an email address if you don't intend or know how to use it !



AllanB

 

LOL at Rannoch!

 

AlanB - again you are going on about this , I have answered all you questions about the brakes on your Daihatsu , we cant offer what you want , sorry ... what more do you want me to say.

 

Mike,

Thanks for that response, I'll know differently next time and call you instead, some very fair comments there which most people wouldn't know or think

No hard feelings at all I hope.

 

Siebel is nowhere near as good as say Avaya contact centre,which is also considerbly cheaper.

Zippy

 

i like to use email due to because it allows time for supplier to check up on certain things....
now tell me WHO has NEVER called up a retailer for something.
and they will say "the person that knows about X is busy can you call back later" or "i will check on the price on that can you call 1/2 hour" or "whats your best price? if i match (beat it by £1)that will you give me you CC details and have a sale(£££)".

ps, by using email i can't hear the sarcasm from the retailer.


i beileve TSL is a good company and has a lot of respect from these people.

however can i just ask "trouser" when you bought you new age impreza about 2 years ago, was you excited!
the reason i ask is because when i called 2 years ago (T) either sounds excited or sarcastic.

it happened like this.
( i intend to call my words was to be "hi i bought a new age wrx and am interested in a tailpipe(backbox etc)what can you rec.)

however it changed to this

(me) HI i wonder can you help me i bought a new age wrx....
(him) SO HAVE I (either excited or sarcastic)
(me) oh?.....
(him) what colour is it?
(me) er.wr blue...
(him) so is mine(either excited or sarcastic)
conversation became back to subject afterwards..

i am not saying it to be rude (cos i am interested in getting something from ya. unless by saying this i am banned)

 

Why is it that Godspeed get put down for the lack of replied e-mails? come on guys and galls surely they are in the same boat as TSL and SCOOBYMANIA and just plain and simply busy.They all have to go home at least one day of the week! mind you, I had to contact Godspeed twice the other week and my first reply was within 24 hours and second reply was within minutes! What a cheek I thought of Ian,It meant I had to come of the scooby bbs and reply to his mail,how inconciderate of him to reply so soon.

 

I think it is about time this thread died.

Posted because it was at the top anyway.