posted on December 22, 1999 12:34:47 PM new
Tried to find a way to ask a question here at AW. Wanted to ask if AW could tell me how to email Egghead auctions to ask a question. Had spent 45 minutes going round in circles thru their "customer Service syeste" which consists of preset questions and answers only. Now I find that AW has no route to ask a question either. Do all you people who set up these things think that Murphy's law doesn't apply to your business/site? Sometimte us clients/customers have a question which needs to be answered individually. Please advise if I just don't know where to look or what? Thank you (whoever you may be)
There is one thing that a lot of sites do that I feel a little uneasy about now that I think about it. For customer service requests, they put up a form that you have to fill out. I really hadn't thought about it before, but what this does is keep you, the person making the request/notice, from having a copy of the correspondance in your sent mail file.
Most of the time, though, an auto-responder takes care of that by a very quick acknowledgement.
Anyway, I know what you mean about filling in these forms (I don't think I've ever fit a form in my whole life and that includes employment applications.)
Businesses do them because it helps them route the mail. That way not everyone in their service department has to know everything about everything.
Finally, I understand and indeed that is one of the reasons I'm out here on the boards. So that if you got a question about auctions.com and if we got a form your question doesn't fit, you can post me.
posted on December 23, 1999 11:43:53 AM new
Thanks Pat, appreciate hearing from real people.
Your link to egghead took me right back into the loop they have set up to go to their forms and round and round and round. At leas I found their email to me when I made a successful bid and I used that address to reply/ask my question. Just did that an hour ago, no reply as yet. Not even that "fast, automatic ack of rec."
At least I know how to reach auction watch, thanks to your response. Aw has the same look system or at least I couldn't find my way to it.
Merry Christmas.
Remember: Jesus is the REASON for the SEASON!!!
posted on December 23, 1999 11:55:53 AM new
Chuckmex:
No problem at all. I understand how it is about real responses from real folks.
We're actually pretty proud of our service folks at auctions.com. The expectation we have for real live response to emails to "[email protected]" is now no longer than 4 hours. According to a management report, that was the longest delay between a query and real response.
I have to admit, I don't always make that deadline here but I do try to keep an eye on things.
And of course, feel free to ask me about auctions.com
Pat
PS: The thing I thought you'd pickup on on that page was the 1-800 number. As these things are charged off on a minute rate, there is at least some incentive not to leave you on hold forever.
I assumed you'd have gone for the direct phone line.
---
Neomax
posted on December 23, 1999 12:44:34 PM new
Sorry, never told you. I am in Mexico. No 800 access from here. That's why my strong desire to fine email addresses. You didn't address what I said about AW being the same. Why's that? Am I wrong and just couldn't find my way to contact with AW?
thanks again for prompt reply.
posted on December 23, 1999 01:02:43 PM new
Chuckmex:
Why is AW the same? I think it is actually pretty pervasive that folks with strained service staff's create the email form on the site. (I'm actually suprised that eBay doesn't)
What it does is deprive the sender of the email the text of their complain (sometimes) but most certainly the "timing or time" the complaint was sent (You just can't go to your sent items folder and see the time you sent your question.
What I'd do, though, in regard to AW, is post your question in the "moderators" corner. They are the folks closest to AW around on this board and can speak for them. I certainly can't speak for them.
