Customer Service

The week before Christmas I ordered a couple of items, one from England and the other from the US. The two main reasons I chose these two particular companies were:
1.They had what I was looking for.
2.They had been mentioned favourably on the IFAS website by members, so I reckoned I was onto a good thing.
I'll refrain from mentioning the company names.
The American company quickly got back and told me the particular item I was interested in was not in stock at the moment and would put the order on hold.
The English company had a two week international shipping deadline, and with Christmas interferring I gave it a little longer than a forthnight.
Three days ago I contacted both companies by e-mail to check on the status of each order, as of today neither had got back to me.
Now, I didn't want a detailed explanation, a simple, "the part is still on order," or a "the order is still being processed and expected to ship soon," would have sufficed.
We are spending our hard earned money with these companies and I believe that a reply is the least that we can expect, or am I expecting too much?
Business is all about good public relations and if a company begins to act in a haphazard manner word will spread.
I will give them both another couple of days and try again, if there is no satisfaction then a cancellation of the order might be required.

Paul

We are spending our hard earned money with these companies and I believe that a reply is the least that we can expect, or am I expecting too much?

That's not too much to expect. Decent customer service is the least one should expect.

I read another post tonight (not on these boards) concenred with a lack of response from Telescope Service. It might be a coincidence if it is one of the companies you are dealing with. But then again it might not - and then its worrisome.

Three days with no response is a bit much - even a 'we got your mail' response would be some comfort.

Can you 'phone them?

Cheers
Dave

No, you're not expecting too much from them at all ..... in fact, I would have been grumpy after 24 hours! When I send an email to someone I am buying a service from I expect a response ASAP. Even if it is just an automated response telling you a ticked has been opened with X ID or a holding response like 'we are a little busy today but I'll look into your order and get back to you with the details in X days'. Basically ANYTHING to let me know that my email was not lost in the ether!

TBH I think that if you don't hear back soon you should name the companies, our members have a right to know, particularly since they are companies that have been recommended here before!

Bart.

I'm a bit surprised to hear that Telescope Services are slow in replying to anybody. I have always gotten prompt and informative responses from Patrick to any of my queries or orders.

At the begining of November Telescope Services had a note on their that they would be slow in responding to emails for the next week as they were attending a nearby Astrofest, could this be the case here?

I'm a bit surprised to hear that Telescope Services are slow in replying to anybody. I have always gotten prompt and informative responses from Patrick to any of my queries or orders.

Martin - I was honestly surprised because I've never heard a bad word about them. I only mentioned them in case it was one the companies Paul is dealing with and there was some genuine problem (all sick with 'flu).

I'd always give a reputable company the benefit of the doubt - once...

Dave