On 12/20/03, I called one of the NAM vendors for assistance with a product I purchased from them. I was told that they would "look into it" & would get back to me. My question is what do you think is an appropriate time frame to give a vendor before following up? Thanks in advance for your opinions.

sometimes the Holiday's screw up things/people
give them a friendly call to remind them and to get the ball rolling again
:cool:

Thanks! I think you just set the record for the quickest reply!

Yes...I would go ahead and give them a follow up call.

Mark :grin:

Over 100 views & two opinions!!??? I am such a loser.

I'm old school.
If you own a business... your focus should be... customer centric.
I feel 24-48 hours ... is the maximun timeframe.... a customer should wait for a response/acknowledgement of a request for info.

Peace,
D

Basically, we're beaten. Everyone has become accustomed to garbage service from both MINI and vendors and has such low expectations that this seems like a non-issue. Remember that you paid too much for whatever you bought, including your MINI, which will undoubtedly rust out and fall apart if it hasn't started to already. Good luck with your vendor.

I agree with d-mini-ero. If I don't get back to a customer within 36 hours, I don't expect that person to stay a customer. Do realize though that not all vendors (people) communicate well via email. You really need to make sure that you've tried to CALL the vendor via the phone before writing them off as non-responsive.

I also think that mcs22004 needs to go back to bed and start the day over. :wink:

_________________
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Bring Out the Scoops!

With a few rare exceptions, customer service in general has become garbage.
Why? I partially blame the "Wal Martification" of society, everyone wants the low price... Take airlines, horrible comfort and service, yet (Fairly) low prices.

However, the flipside of the coin is companies. With a hard push to "bottom line" short term profits, customer service becomes secondly. Low extra inventories, max profits and such are more importaint. How many times have you called a company recently to get either an automated menu system, or the classic "your call is importaint to us, please continue to hold while a spider builds a cobweb on you and you watch the seasons change"???

My favorite (a friend of mine did this right before he want back to school)-
"Customer disservice, how may we abuse you? :grin:

I'm a realist. :lol:

I'm actually delighted that my '04 MCS hasn't completely stopped functioning yet after 3 months of ownership, despite the stuck doors--all because of my exceedingly low expectations. :lol:

Yesterday in another topic I suggested that some of these aftermarket companies make replacement alternatives to ordinarily unreliable MINI parts like the door handles, mechanisms, and latches. It wouldn't be as superficially marketable as, say, transparent aluminum tail lights, but a door kit would be something on which I'd actually be willing to waste my money.

Thanks for the advice! keep them coming!

i would give them one day. 2 days is pushing it unless it was them
waiting for another vendor to get back to them. They should still
give you an update whether by phone or email what's going on.

I run an online site for my business. I'm continually amazed at the number of people who thank me for getting back to them within 24 hours of their query. Now I don't have a major business, but, to me, it's just plain slack for a company not to reply to an email within a day or two. Anything over that gives me the impression that they really don't need, or want, my business....and they usually don't get it, unless they're offering a truly unique item that I can't find anywhere else.

I always think that if they're not enthusiastic enough to try and sell me an item, what's it going to be like if there's a problem and I have to return it?

things have changed from the old days.
i would give them reasonable chance to make good& then
either praise them or pass the word about bad service, product ect.
nameing them so we can all be aware of them.sponsor or not.
doug

I own both a "brick and mortar" retail business AND a related web business. We make customer service the very top priority... it comes before anything else. We respond to inquiries and customers within minutes, not hours (except after closing for the night). If we don't serve the customer well (and by that, I mean going above and beyond expectations) then the customer has alternatives. We aren't the only retailer of wine making & beer brewing supplies in the world. So if we want customers' business, we have to earn it by delivering the best service AND the best products. My attitude is simple: If that vendor didn't care enough about you to provide immediate service, they don't deserve your money.

Just my $0.02 worth, from the perspective of a retailer.

Our website gives customers direct access to us.