Time to wait for email response from C/S

[ADSR]

Guys, what is an appropriate amount of time to wait to hear from customer service when inquiring about a tool purchase? All a asked is for a dealer close to my location. It's not like it's a tough question. Do you think 72/hours is unreasonable this day in age?

I'm not talking about a small company either.

Thanks guys

 

[1982fxr]

I'd say that's long enough, could always just call them too...

 

[stikman56]

No more than a couple days is what I would wait. They must figure they don't need the business, I would guess. Hard to believe they're that backed up. Maybe ask them if they'd care to have your business, or not.

 

[Conductor562]

I emailed Apex one time. I didn't get any response for over a month, then got 2 conflicting responses on the same day

 

[AceofSpad3s]

I emailed Apex one time. I didn't get any response for over a month, then got 2 conflicting responses on the same day

I email them and never heard back, ended up calling them and the lady was nice and sent me out a shipping label to send out my allen ratchet. Haven't sent it out yet, forgot where I put the parts to it.

 

[jakemac]

You're not trying to contact JC Cayer, are you ? View media item 38280

 

[ADSR]

You're not trying to contact JC Cayer, are you ? View media item 38280

hahah!! I'm sure i've been blocked from them

I'll update this thread tomorrow and see if the company gets back to me.

 

[Jwych]

I emailed Apex one time. I didn't get any response for over a month, then got 2 conflicting responses on the same day

I emailed apex a few months ago and got a phone call the next day and was sent to a local fastenal and had a replacement the next day!

 

[Skin]

If this in reference to a truck brand they often just forward your info to a dealer. The dealers then either contact you or don't.

 

[ADSR]

If this in reference to a truck brand they often just forward your info to a dealer. The dealers then either contact you or don't.

No sir. No truck brand. I can see why SO does so well tho....

 

[Fender1325]

Id call.

 

[paulsomlo]

I'm not talking about a small company either.

My experience has been that, the larger the company, the less chance of getting a response. I'm usually shocked when I send an email through a corporate website and someone actually responds. Most of the time, I just pick up the phone.

 

[Malczewski]

Real companies have "live chat". I get my responses in 2 minutes or I don't shop there.It's 2015 folks. Leave the cave dwellers in the caves.

 

[ADSR]

Id call.

Sure, if this was the 80's, yeah no problem. It's 2015 and medium sized tool players need to take note. If they can't be bothered to locate me a dealer to buy their product from, how will they handle the warranty?

They should have a dealer locator on their site, but their site ***** too.

 

[jeepinerdeep]

24 Hours.

I troubleshoot automatic transmissions based on ****** info, emails and voicemails people give me, and can hold an under 8 hour or less response time. My territory is HUGE as well.

As many have said it's 2015. Response time is critical in my opinion, sales, support or shipping. There are places I refuse to order from because they have a 10-15 day period to PROCESS your order, that's just lazy. They deserve to go out of business.

 

[rslaback]

A tip for you if a company isn't getting back to you. Post on the company facebook page or send a tweet to the company feed that you had an issue and sent an email, hadn't received a response and wanted to check if they got it.

Companies hate to have it be known publicly to potential customers that they have sucky customer service.

 

[ADSR]

It's been a week today. I won't be giving Wright Tools any of my money. They can't take the 30 seconds to open and respond to a customer's email, I'm not going to be bothered with them.

I know Williams and snap on will take my money.

 

[Palmer812]

Wow. I would say 48 hours max.

 

[ChevyEFI]

It's been a week today. I won't be giving Wright Tools any of my money. They can't take the 30 seconds to open and respond to a customer's email, I'm not going to be bothered with them.

I know Williams and snap on will take my money.

Whatcha buying?

 

[ADSR]

Whatcha buying?

Was going to buy the 18pc metric wrightgrip set and a few ratchets.

Looking at the Williams supercombos now...

 

[Hiball]

Id call.

It's 2015, consumers have forgotten how to carry on simple conversations over the phone, if there isn't any emoticons or submit buttons most are lost.

Sure, if this was the 80's, yeah no problem. It's 2015 and medium sized tool players need to take note. If they can't be bothered to locate me a dealer to buy their product from, how will they handle the warranty?

They should have a dealer locator on their site, but their site ***** too.

They do have a dealer locator section, I have no idea how up to date it is though.

Dealer Locator link including USA, International

 

[twertsy]

Just curious LD, why would you need to contact the company? All I can think is you want to locate a nearby place to warranty items?

 

[dsp1]

It's been a week today. I won't be giving Wright Tools any of my money. They can't take the 30 seconds to open and respond to a customer's email, I'm not going to be bothered with them.

I know Williams and snap on will take my money.

I've never e-mailed them since I prefer talking to people about questions I have, but I have called with the exact same question. Lady that answered was extremely helpful and nice. Provided me with the names and numbers of several dealers that were closest to me. Out of that list she told me which one carried the most of their products and even the name of the guy working there that I should talk to if I needed to order in something the store didn't have in stock. I considered that damn good customer service and they have had a loyal customer ever since. It's a shame this soured you on them, I have never had anything but great experiences with Wright Tool.

 

[whatatoolman]

Summit tools- burnaby, poco,kamloops,kelowna.

 

[ADSR]

Just curious LD, why would you need to contact the company? All I can think is you want to locate a nearby place to warranty items?

Exactly!

 

[ADSR]

Summit tools- burnaby, poco,kamloops,kelowna.

Mainland doesn't help. thanks tho

 

[ADSR]

They do have a dealer locator section, I have no idea how up to date it is though.

Dealer Locator link including USA, International

Yeah, i used it. It's not up to date. Not too long ago, there was a wright tool truck in town. Not sure if he's still around. I'm doing a lot of homework trying to buy their product. It's really not worth my time.

 

[jakemac]

There's always Epstein's. If Jori doesn't have it in the catalog, he may still be able to get it for you.

 

[ChevyEFI]

If I was in your shoes, I would have posted on craigslist or your equivalent "hey, who knows the Wright tool truck guy? Need some wrenches."

One thing that seems to have changed is the web tools sometimes are the best info staff has. So the assumption is you would have done the search by the time they responded to your email with exactly the same info. Yeah, it is discourteous but these days, some people respond when it will accomplish something rather than duplicate effort.

 

[ADSR]

There's always Epstein's. If Jori doesn't have it in the catalog, he may still be able to get it for you.

Oh i would order through HJE as i always do. I just want to be able to warranty them here locally if i have a problem.

 

[ADSR]

If I was in your shoes, I would have posted on craigslist or your equivalent "hey, who knows the Wright tool truck guy? Need some wrenches."

Going to head to the shop down from me and ask around.

One thing that seems to have changed is the web tools sometimes are the best info staff has. So the assumption is you would have done the search by the time they responded to your email with exactly the same info. Yeah, it is discourteous but these days, some people respond when it will accomplish something rather than duplicate effort.

That is one thing i didn't think of. It could be possible, or they could be lazy and just haven't updated the site.