When you guys e-mail a company for a particular request (such as transferring a license), how long does it usually take for you to start getting annoyed? Let's say if you send an e-mail and 3 days later it hasn't even been auto replied to, but they've been posting nonstop on Twitter and Facebook for the past 3 days?
-Sam
How long to wait for customer service before getting annoyed?
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- KVRAF
- 3362 posts since 31 Dec, 2004 from People's Republic of Minnesota
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- KVRAF
- 5564 posts since 13 Jan, 2005 from the bottom of my heart
i wait 5 days. if i'm busy a week or so.. but when i email them a second time it must be finished within hours. otherwise they lost a customer.
most of the devs i deal with are really great in support. i can't remember the last time i waited a few days.
most of the devs i deal with are really great in support. i can't remember the last time i waited a few days.
Whoever wants music instead of noise, joy instead of pleasure, soul instead of gold, creative work instead of business, passion instead of foolery, finds no home in this trivial world of ours.
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- KVRAF
- 35725 posts since 11 Apr, 2010 from Germany
Where is the connection? Basically they could have thousands of support requests. And obviously the people posting on Twitter or Facebook are not the people responsible for support. One is marketing, the other is service.masterhiggins wrote:Let's say if you send an e-mail and 3 days later it hasn't even been auto replied to, but they've been posting nonstop on Twitter and Facebook for the past 3 days?
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- Banned
- 10196 posts since 12 Mar, 2012 from the Bavarian Alps to my feet and the globe around my head
Maybe the audio is damaged? 
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- KVRAF
- Topic Starter
- 3362 posts since 31 Dec, 2004 from People's Republic of Minnesota
Well let's say you know that the company only consists of two people....and one of them does ALL of the digital correspondence.chk071 wrote:Where is the connection? Basically they could have thousands of support requests. And obviously the people posting on Twitter or Facebook are not the people responsible for support. One is marketing, the other is service.masterhiggins wrote:Let's say if you send an e-mail and 3 days later it hasn't even been auto replied to, but they've been posting nonstop on Twitter and Facebook for the past 3 days?
-Sam
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- KVRAF
- 5440 posts since 4 Aug, 2006 from Helsinki
Following this rule you would soon leave withoutmurnau wrote:i wait 5 days. if i'm busy a week or so.. but when i email them a second time it must be finished within hours. otherwise they lost a customer.
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some major product suppliers. H.
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- Banned
- 10196 posts since 12 Mar, 2012 from the Bavarian Alps to my feet and the globe around my head
But regarding twitter or facebook, he may have a smartphone and might write this stuff while working on something (for example their hardware series)...
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- KVRian
- 1325 posts since 26 Mar, 2004 from UK
Take it to Twitter, they read that about a million times a day, if it's who I think it is.
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Soundcloud: Nation of Korea vs Shitty Dog
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- KVRAF
- 35725 posts since 11 Apr, 2010 from Germany
Then they'll be even busier handling every support request, AND doing the marketing job.masterhiggins wrote:Well let's say you know that the company only consists of two people....and one of them does ALL of the digital correspondence.chk071 wrote:Where is the connection? Basically they could have thousands of support requests. And obviously the people posting on Twitter or Facebook are not the people responsible for support. One is marketing, the other is service.masterhiggins wrote:Let's say if you send an e-mail and 3 days later it hasn't even been auto replied to, but they've been posting nonstop on Twitter and Facebook for the past 3 days?
-Sam
Anyway, i can't really respond to the question when i get annoyed when a company doesn't respond. It depends really. But as Murnau said, 5 days and no answer is already pretty harsh (3 days would already be pretty harsh for me actually). And if they don't respond at all, and i sent multiple e-mails, then i wouldn't go on supporting the company by buying another product (or ask for a refund, if the product is completely broken). Another case would be a company like LennarDigital, as i know i would not get a decent support, but a decent product.
And if it works, it works, unless i upgrade my computer or go Mac 64-bit.
Last edited by chk071 on Sat Dec 21, 2013 6:19 pm, edited 1 time in total.
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- KVRAF
- 3071 posts since 29 Sep, 2005
I'm in customer service. I made a rule, a long time ago, that I will treat my customers how I expect to be treated.
We have a 48 hour rule at our firm. Every day, every email and voice message I receive is answered. EVERY day, no exeptions.
Granted, I am not responding to thousands of requests so cannot say if my rule would be followed; probably not TBH.
However, IF a company is loading thousands of requests on one or two persons then, it is my opinion, that company does not care about their customers.
Regardless of how good their product may be I am not going to be their customer if I have to wait for 5 days for a response to an inquiry.
This is NOT the way to do good business.
JM2C
Happy Musiking!
dsan
We have a 48 hour rule at our firm. Every day, every email and voice message I receive is answered. EVERY day, no exeptions.
Granted, I am not responding to thousands of requests so cannot say if my rule would be followed; probably not TBH.
However, IF a company is loading thousands of requests on one or two persons then, it is my opinion, that company does not care about their customers.
Regardless of how good their product may be I am not going to be their customer if I have to wait for 5 days for a response to an inquiry.
This is NOT the way to do good business.
JM2C
Happy Musiking!
dsan
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- KVRAF
- 3959 posts since 10 Sep, 2010 from A shit hole (Ireland).
I think anything over 5 business days is too long if there are transfer fees involved. Because you are paying for their service.
If it's a free service, and a small company - then a bit longer, as I'm sure they have higher priorities.
I think 1 week is the longest I've ever waited. Usually the second email does it with the new buyer cc'd on it.
If it's a free service, and a small company - then a bit longer, as I'm sure they have higher priorities.
I think 1 week is the longest I've ever waited. Usually the second email does it with the new buyer cc'd on it.
I will take the Lord's name in vain, whenever I want. Hail Satan! And his little goblins too. 
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- KVRian
- 813 posts since 9 Jan, 2012
Audio Damage ?
if it's Audio Damage I'd probably be pretty quick to mouth off about it on social media or any forum where I'm active and the topic might be germane. Not a campaign mind you, just wherever I happen to be actively chatting about production etc. Only after about 2 or 3 days if he's active on twatter etc. simply because he doesn't seem to restrain himself from mouthing off in a heavy handed manner on various topics both as an individual and in an official capacity. seems fair. anyone else I'd give the benefit of the doubt and probably give it a week or so until I'd field public opinion. In either case I'd first make efforts to contact the dev via the media that they are actively participating in, if 'traditional' email attempts aren't yielding responses.
as far as being annoyed goes, depends on how much I'm getting laid that week and if the tardiness is costing me money. I wouldn't say it would cost me credibility as a seller. Any loss of credibility should probably fall at the feet of the dev who is supposed to facilitate the transfer and I would presume the buyer would see it that way too.
if it's Audio Damage I'd probably be pretty quick to mouth off about it on social media or any forum where I'm active and the topic might be germane. Not a campaign mind you, just wherever I happen to be actively chatting about production etc. Only after about 2 or 3 days if he's active on twatter etc. simply because he doesn't seem to restrain himself from mouthing off in a heavy handed manner on various topics both as an individual and in an official capacity. seems fair. anyone else I'd give the benefit of the doubt and probably give it a week or so until I'd field public opinion. In either case I'd first make efforts to contact the dev via the media that they are actively participating in, if 'traditional' email attempts aren't yielding responses.
as far as being annoyed goes, depends on how much I'm getting laid that week and if the tardiness is costing me money. I wouldn't say it would cost me credibility as a seller. Any loss of credibility should probably fall at the feet of the dev who is supposed to facilitate the transfer and I would presume the buyer would see it that way too.
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- KVRAF
- 25849 posts since 20 Jan, 2008 from a star near where you are
Can you get in touch with them there, put in a reminder that they've got a support issue to follow upmasterhiggins wrote:but they've been posting nonstop on Twitter and Facebook for the past 3 days?
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- KVRist
- 66 posts since 17 Jul, 2006 from Torun - Poland
Years ago when I was constantly GASed with guitars and guitar equipement i had Morley wah-wah. It has your regular grip rubber on it. But there was Mark Tremonti Custom wah wah with SOOOO much more metal grip out there, so i emailed them about possibilty of buying such a grip lying that my kid destroyed previous one. They've responded me literaly within a minutes that they will send it to me for free because email person is parent him/her self and he/she knows the pain.
Package came 4 days later trough fedex across the atlantic.
This is support I like
Package came 4 days later trough fedex across the atlantic.
This is support I like
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- KVRist
- 66 posts since 17 Jul, 2006 from Torun - Poland