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post #7 of (permalink) Old 10-20-2016, 03:10 PM
SteeevO
TNX Community Support Vendor
1990 Pathfinder
 
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Join Date: Dec 2007
Location: Fontana, CA
Posts: 536
Quote:
Originally Posted by ilterzo13 View Post
Ordered the Doug Thorley catless B-pipes on Sept 10th. Got an email from Steven a couple days later saying that they ship directly from Doug Thorley and he would send me the info as soon as he had it. Emailed him on the 28th looked for any update and received no response. Tried calling a couple times, only to have the automated response tell me they are closed during the days and hours the website says they are open. Called today, hit 1 to speak to a representative, get sent to a voice mail.

Not happy with the customer service at this point. The money was taken out of my account already, and over a month later I still have no product.

I just want what I ordered so that I can fix my exhaust without having to pay anyone. Or my money back so I have money to pay an exhaust shop.
Quote:
Originally Posted by ilterzo13 View Post
Just got off the phone with Steven. Doug Thorley put them on back order for a bit. Ship out Tuesday.

Lesson learned. Talk to Steven on the phone don't use email or the website.
I remember this.. honestly.. this sucked and was really embarrassing. I believe I apologized and explained to you how embarrassing this was as well. Usually when I order a part that's on backorder, I get notified from the vendor ..which didn't happen in this case, and I'm sorry for not being more on top of this one.
As far as the phone goes, if you call and get the voicemail.. please leave a message. I do go through my messages and I do call people back.

I'm in this business because I like making new products and like helping people build their trucks. but if i'm at my desk from 8am to 5pm, then I don't have time to make new product.. and be inventive.
This year I have been trying different ways to handle my phone calls and I apologize that you had a poor experience. I've learned that most people don't seem to leave voicemails.. no matter how much help they need. I do check my voicemails and I do call people back. Earlier this year I tried using an answering service but found that people didn't like that either, and got some hefty $1000+ bills from the answering service.. so I cut that off pretty quickly. I also tried changing the phone system to give people the option to leave a message if it wasn't urgent but press 1 to ring through to me. I found that people didn't listen to the option of pressing 1 to reach me and complained that they kept getting the voicemail.. and once people realized they could press 1.. some people would press 1 for things that are clearly not urgent. while others simply don't leave messages nor press 1 and just hang up.
I'm just one guy making this business run. My job entails much more than just sitting by the phone and answering calls. For example, When parts ship from here, I box them up and print the shipping labels. When a new product is in development... I'm developing it. When a custom driveshaft gets built and needs to be picked up from the driveline shop.. I'm driving around to get it. I drop off and pick up parts from powder coating and the laser cutter. I also seem to get a lot of calls from people with tech questions regarding parts that I don't sell. but because I want to help people, I typically stay on the phone to try to help them out anyways. I do have a few phone lines, but no one likes waiting on hold. So if you end up on hold, please be patient and don't be surprised if I take down your number and i tell you that I'll call you back.

Currently the phone just rings straight through to me with the exception of wednesdays.
I've been trying out a new business schedule to dedicate time to working on projects that require consistent uninterrupted time. This current schedule is that I'm essentially closed on wednesdays, but that doesn't mean I'm not working. I'm likely to move my development day to another day of the week to see if it works out better, or even open the phones 5 days a week but only have the phone on for part of the day. I'm also making it a point to have my calls forwarded to my cell when I'm away from my desk, so atleast you can talk to me even if I can't process an order, look up order status or investigate technical details.

Some people have suggested that I hire someone to help me, which i tried late last year. It didn't work out as well as I had hoped. It's hard to find someone that knows all the ins and outs of nissans that I know. it's almost just as hard to teach it all to someone as well. It's also tough to pay someone to take calls about parts I don't sell.

As far as e-mail goes, I love it. It allows me to help people outside of business hours and when it fits better into my day. The best way to e-mail me is through the contact page on the website using the web-form. Replying to the auto generated Order Status e-mails works too, but it's still better to use the contact form. This ensures that the e-mail gets gets the proper subject to be auto filed correctly on my end so I don't miss it.
A few months ago I also changed my e-mail address because my direct e-mail address has been in use for over 10 years now and was getting slammed with over 300 - 400 spam messages a day, even with various spam filtering on.

I hope this has given you all some insight on what my main challenge is. I'm open to suggestions on how I should be handling your phone calls given the other things that I'm trying to accomplish as well.
In the end, you and I both deserve to be happy.


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Last edited by SteeevO; 10-20-2016 at 06:24 PM.
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