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Tesoro Company Don't Answer Emails???????
- Thread starter jimmyjiver
- Start date
A
Anonymous
Guest
For my 2cents worth.. This thread has gone kinda "haywire". Tesoro is a GREAT company, and it offers great products(and service). So do some other manufacturers. Try dealing with a Minelab problem now........You just may not have a problem, but................ I'm not saying that Minelab is any worse or better(as I'm keeping that to myself). Don't y'all "jump" on each other over a stated opinion. Be friendly to one another. It's hard to go to a grocery store without getting "ticked off" about something. We get on here to relax and have fun. With the economy the way it is, some Mfg's have probably "cut back" on staff ot whatever. 
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ToddB64
Active member
I sent an email to support@tesoro.com on Friday, Nov.28, 2008, to which they have never replied.
So I sent a letter to Vince Gifford on Thursday, Jan. 22, 2009, enclosing a copy of my unanswered email. I was complimentary of their company, but asked why emails are not being answered in a timely fashion. I also asked about the new 21st edition MDI (Metal Detector Information) magazine. My letter remains unanswered.
Attached are copies of my email and letter for your perusal.
Todd
So I sent a letter to Vince Gifford on Thursday, Jan. 22, 2009, enclosing a copy of my unanswered email. I was complimentary of their company, but asked why emails are not being answered in a timely fashion. I also asked about the new 21st edition MDI (Metal Detector Information) magazine. My letter remains unanswered.
Attached are copies of my email and letter for your perusal.
Todd
ToddB64
Active member
Dear friends,
(The following is in reference to my earlier post on this thread, which included email & letter attachments.)
I can understand sloooow replies to emails, since tesoro no doubt receives a ton of these. But when I send a nice letter directed to a company owner, surely this should draw more attention and a reply within a reasonable amount of time. What is a reasonable response time ? IMHO, 10 days to two weeks. My letter was placed in the mail 18 days ago and as of today, still no reply.
In this era of high technology plus office and secretarial staff for company officials, I would think two weeks turn-around time on correspondence should be enough. Admittedly, some issues require more time, especially if several different departments within the company must be consulted for the answer. When this happens, a company usually relies on being contacted again by the sender and will then provide an explanation for the delay in replying and a guesstimate on when a reply should be forthcoming. A repeat contact will sometimes speed up the reply. In other words "the squeaking wheel gets the oil". I've done my part, by contacting tesoro again ; guess time will tell whether or not I get any oil !
Feel free to offer opinions,
Todd
(The following is in reference to my earlier post on this thread, which included email & letter attachments.)
I can understand sloooow replies to emails, since tesoro no doubt receives a ton of these. But when I send a nice letter directed to a company owner, surely this should draw more attention and a reply within a reasonable amount of time. What is a reasonable response time ? IMHO, 10 days to two weeks. My letter was placed in the mail 18 days ago and as of today, still no reply.
In this era of high technology plus office and secretarial staff for company officials, I would think two weeks turn-around time on correspondence should be enough. Admittedly, some issues require more time, especially if several different departments within the company must be consulted for the answer. When this happens, a company usually relies on being contacted again by the sender and will then provide an explanation for the delay in replying and a guesstimate on when a reply should be forthcoming. A repeat contact will sometimes speed up the reply. In other words "the squeaking wheel gets the oil". I've done my part, by contacting tesoro again ; guess time will tell whether or not I get any oil !
Feel free to offer opinions,
Todd
ToddB64 said:Dear friends,
(The following is in reference to my earlier post on this thread, which included email & letter attachments.)
I can understand sloooow replies to emails, since tesoro no doubt receives a ton of these. But when I send a nice letter directed to a company owner, surely this should draw more attention and a reply within a reasonable amount of time. What is a reasonable response time ? IMHO, 10 days to two weeks. My letter was placed in the mail 18 days ago and as of today, still no reply.
In this era of high technology plus office and secretarial staff for company officials, I would think two weeks turn-around time on correspondence should be enough. Admittedly, some issues require more time, especially if several different departments within the company must be consulted for the answer. When this happens, a company usually relies on being contacted again by the sender and will then provide an explanation for the delay in replying and a guesstimate on when a reply should be forthcoming. A repeat contact will sometimes speed up the reply. In other words "the squeaking wheel gets the oil". I've done my part, by contacting tesoro again ; guess time will tell whether or not I get any oil !
Feel free to offer opinions,
Todd
If you keep beating your head against the wall, your headache won't go away.
Pick up the phone and call.
Sure, you can argue that you shouldn't have to call and Tesoro should answer their emails.
The bottom line is Tesoro is excellent when it comes to customer service other than emails.
So take advantage of what they're really good at, instead of what they're not.
ToddB64
Active member
marcomo,
I realize that, due to their excellent products and after-sale service, Tesoro has no doubt been so covered over with emails that they just haven't been able to cope with it, but in my case, a formal letter to a company owner should receive better attention. As of this date, I still haven't received a reply to my letter of Jan. 22.
Why couldn't Tesoro just start from, for example, all written communications dated 3 months ago and work forward, assign a qualified sales correspondent to oversee the job of communicating with inner-office departments where necessary for technical information and then sending out replies. Any emails or letters over 3 months old (or whatever time period Tesoro decides is appropriate) would be left unanswered, but kept in back-files for future reference. At least this would be a good start for them toward getting current on emails and letters.
Perhaps Tesoro has been sorting out any communications that have $$ potential and replying to them promptly, but putting the rest on the "back burner", which to me is the same as ignoring them, until finally these get so old that they are passe and get "s... canned".
I'm sorry to say this marcomo, but just repeating the advice to "quit beating your head against the wall and phone them" doesn't address, or do anything to correct, the real problem. With my letter of Jan 22, 2009, I tried to do my part to bring the problem to the owner's attention and did it in a nice way without being obnoxious. I will not bother them again on this issue.
Todd
I realize that, due to their excellent products and after-sale service, Tesoro has no doubt been so covered over with emails that they just haven't been able to cope with it, but in my case, a formal letter to a company owner should receive better attention. As of this date, I still haven't received a reply to my letter of Jan. 22.
Why couldn't Tesoro just start from, for example, all written communications dated 3 months ago and work forward, assign a qualified sales correspondent to oversee the job of communicating with inner-office departments where necessary for technical information and then sending out replies. Any emails or letters over 3 months old (or whatever time period Tesoro decides is appropriate) would be left unanswered, but kept in back-files for future reference. At least this would be a good start for them toward getting current on emails and letters.
Perhaps Tesoro has been sorting out any communications that have $$ potential and replying to them promptly, but putting the rest on the "back burner", which to me is the same as ignoring them, until finally these get so old that they are passe and get "s... canned".
I'm sorry to say this marcomo, but just repeating the advice to "quit beating your head against the wall and phone them" doesn't address, or do anything to correct, the real problem. With my letter of Jan 22, 2009, I tried to do my part to bring the problem to the owner's attention and did it in a nice way without being obnoxious. I will not bother them again on this issue.
Todd
Again, I agree that not responding to emails from customers is bad business and I can understand why you're frustrated.
And your letters were well written and professional in tone.
But what caused you to email them in the first place is you had a technical question you want answered, right?
If you want their opinion on that issue, I still say call them.
To fixate on the one thing they don't do well isn't going to get you an answer or make you any less frustrated.
And your letters were well written and professional in tone.
But what caused you to email them in the first place is you had a technical question you want answered, right?
If you want their opinion on that issue, I still say call them.
To fixate on the one thing they don't do well isn't going to get you an answer or make you any less frustrated.
I never had any luck with emails to Tesoro, I tried for about a week, when I had trouble with a machine about a year ago , I called and they told me to send it in, they fixed it and sent it back no charge, Then I had a coil go bad last fall and sent the machine in they replaced the coil. In December I had a wire loose on the headphone jack, I didn't even call them, just put a note in the box and mailed it to them, they fixed it and sent it right back. Their service is the best, and quick turn around time. I have a Tejon and a Vaquero, and use my machines 15-20 hours a week on the average. I can contact them by phone if needed. It would be nice if the email worked, But when you call they get the right person on the phone and the conversation works a lot better than sending emails back and forth.
ToddB64
Active member
marcomo..........Your logic presented with kindness won me over ! Thanks for helping me with an attitude adjustment. I was being narrow minded and unforgiving toward Tesoro. You are absolutely right, i.e. don't sweat the small stuff, don't hold any grudges, do what works and move on. 
Crazy Ed........Thanks for sharing all of your positive experiences with Tesoro. Your testimony, following marcomo's reply, was the final touch I needed !
BTW, I found an answer to the question put to support@tesoro.com in the last paragraph of my Nov. 28th email ! I was re-reading my copy of Robert H. Sickler's book titled Detectorist. The answer appears on page 6-4 under the sub-title "Ground Balance", at the bottom of the left hand column, the sentence beginning "The most important and often overlooked first step in manual ground balancing is locating an area of ground free of metal.....".
HH everyone !
Todd
Crazy Ed........Thanks for sharing all of your positive experiences with Tesoro. Your testimony, following marcomo's reply, was the final touch I needed !
BTW, I found an answer to the question put to support@tesoro.com in the last paragraph of my Nov. 28th email ! I was re-reading my copy of Robert H. Sickler's book titled Detectorist. The answer appears on page 6-4 under the sub-title "Ground Balance", at the bottom of the left hand column, the sentence beginning "The most important and often overlooked first step in manual ground balancing is locating an area of ground free of metal.....".
HH everyone !
Todd
I don't have answer as to why Tesoro doesn't answer e-mails. Maybe they are busy doing free repairs on used machines. But I do know from being a part-owner of a mailorder business to the amount of totaly worthless and unnessecary emails recieved. One of the worst that comes to mind is "what is the differance in the red and blue box"? Dah. Does this make it right problay not.
jimmyjiver
New member
Hi All,,WOW WOW AND WOOOOW........ I Never Knew One Question Could Stir Up So Much Commotion.. "Does The Tesoro Company Ever Answer Any Ones Emails??"... It's Ironic That Most Of You Totally Ignored The Question And Only Commented On Their Service. Well That's Great But If You Really Read My Post You Will Read That I Never Once Said Anything About Their SERVICE Good Or Bad..As A Matter Of Fact I'm Sure Their Service Is Great And I Would Not Hesitate To Send My Machine To Them If I Ever Needed To.. But What You Don't Know About Is The Nature Of My Questions Or Answers Directed Towards The Tesoro Company. With Out Going Into Great Detail Or My Exact Reasoning Why I Needed To Email Them. I Will Tell You A Little About It, As A Matter Fact Very Little About It! First Off I Wanted To See What Kind Of Company They Are!! And Yes I Would Of Probably Had Them Call Me If They Were Interested In What I Had To Offer.. In The End I Possibly Was Going To Send Them A Portfolio Containing Schematics,Pictures Etc.And Just Over All Improvements On Their Current Model The Tejon.. A Few But Not All Of The Improvements Were, No More Chatter Even At Full Sensitivity When You Sit The Tejon Down..Zero Delay Time Or Response Time When Switching Between Discrimination Modes..Increased Stability Plus The Ability To Run It At Full Sensitivity With Much Much More Depth Over The Stock Tejons Plus Much More Info Etc.... I Really Feel That I Should Not Have To Explain Myself To People On A Forum. I Go To Forums To Have Fun And To Just Read About Peoples Finds And Experiences And I Post Very Rarely. I Don't Go To Forums To Get Ridiculed Or To Get Called Names Nor Should I Have To Defend Myself Against Other People That Are Just Plain Rude!! I Just Wanted A Simple Answer To A Simple Question... I Gotta Go Now And Replace A Gasket.......Thanks.......JJ
Todd, I'm glad you got your question figured out and thanks for the kind words.
Jimmyjiver, take a deep breath and relax. I don't think most people here are ridiculing you or calling you names.
Your post has gotten a lot of response, that's a good thing. That's why this forum is here.
You have to understand that a lot of people here are very dedicated to Tesoro and get defensive when someone starts going off on the company.
Hopefully someone at Tesoro monitors this board and will figure out that not answering emails is bad business.
MK111 made a good point above about the vast amount of worthless email a company receives.
I could see where a small family run company like Tesoro wouldn't have or want to allocate the resources for it.
But if that's the case why not just take down the contact address. Give a phone # and a mailing address for contacts.
But I guess I've kind of beaten this topic to death, probably not a lot more I can add except...
VIVA
!
Jimmyjiver, take a deep breath and relax. I don't think most people here are ridiculing you or calling you names.
Your post has gotten a lot of response, that's a good thing. That's why this forum is here.
You have to understand that a lot of people here are very dedicated to Tesoro and get defensive when someone starts going off on the company.
Hopefully someone at Tesoro monitors this board and will figure out that not answering emails is bad business.
MK111 made a good point above about the vast amount of worthless email a company receives.
I could see where a small family run company like Tesoro wouldn't have or want to allocate the resources for it.
But if that's the case why not just take down the contact address. Give a phone # and a mailing address for contacts.
But I guess I've kind of beaten this topic to death, probably not a lot more I can add except...
VIVA
!jimmyjiver
New member
Hi,, I Hear Ya...This Tread Has Been Beat To Death..It's Time To Focus On Good Fun Stuff.........Thanks All...JJ