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DeepTech

Why does it take Tesoro up to 10 working days to answer e-mails?

A

Anonymous

Guest
The reason I ask, is this seems like a very long time for any enterprise that has a strong web presence. I work at a small electonics manufacturing company and we strive to answer both sales and technical questions via e-mail within a few hours, and never more more than 24 hours.
If as an employee you can't make that happen, then you better have a damned good reason, because this can lead to unhappy customers and lost sales. Likewise if there is going to be more time needed we always contact the customer/prospect and let them know we are working on an answer/solution. And we don't use e-mail autoresponders which are cold and impersonal.
Being that many times there is some impulse buying of MD's, if you send an e-mail enquiry to two different MD manufacturers, trying to arrive at a buying decision, and one answers quickly while the other takes 10 working days, it strikes me you are losing sales.
Now it may be a staffing level issue, but you are now in a chicken and egg conundrum. Without increased sales you can't support more staff, but without communication efficiency you limit sales growth. There is also something to be said for keeping a company at a particular size because more employees = more hassles. So Tesoro may be trying to stay a particular size that they are happy with, but I still believe the e-mail answers need to be much quicker.
BarnacleBill
 
BB...
I had the same experience 3 months ago. I was having a problem with the speaker on my DeLe
 
Its interesting that you've pointed this out. I've heard the same complaint many times on different forums, but have never tried an email myself. I've usually called when I have a pressing question, and have ended up talking with one of the Giffords.
Not too long ago, I saw a post from Heidi telling people that they could get a copy of old field tests, if they wanted one. I thought it would be interesting to read the one on the Pantera, since that is the detector that I have. I replied back, not expecting an answer for the next couple of weeks, and was surprised to get one the next day, and the field test came in the mail later that week.
All this said, I find it interesting that they have seemed unresponsive to you, yet for a trival issue that I wrote about, they replied quickly. Maybe it has to do with the Service Dept. and their load of emails. They might not have the staffing to work on the detectors and answer email questions in a timely manner?!?
J.
 
Your question will for certain be answered correctly without taking multiple emails to finalize the answer. At about a nickel a minute, I'd rather talk to a technician personally than bother with email anyways. A ten minute call will cost 50 cents and you have your answers immediately. Good luck
 
However, many times I will use the telephone and immediately get an answer to my questions. Please have a great day! Kelley (Texas) <img src="/metal/html/smile.gif" border=0 width=15 height=15 alt=":)">
 
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