How Long Should I Wait For Service - AHRRRR? | Warrior Forum - The #1 Digital Marketing Forum & Marketplace

14 years ago

It's reason you have just given that I make sure to give skype contact details here at WF. That way - during the day- customers can contact me for product support whether it's technical or simply educational.

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Reinhardt

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Tina Golden

14 years ago

So sellers don't get a day off ever? Or have an appointment or anything else that takes them away from the computer?

Geesh, at least give the poor guy a couple of days before getting upset about it. Just because someone sells something doesn't mean they don't have a life off the computer.

Tina

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Ernie Mitchell

14 years ago

Originally Posted by TMG Enterprises

So sellers don't get a day off ever? Or have an appointment or anything else that takes them away from the computer?

Geesh, at least give the poor guy a couple of days before getting upset about it. Just because someone sells something doesn't mean they don't have a life off the computer.

Tina

Well Tina --- "Excuse Me" but being the customer I'm not the one that inserted a software option link on the download page that could knock a customer out of/off of the download page. One would think that an experienced marketer, which this guy is, would engineer his download page away these kinds of things problems. Doing so isn't rocket science.

I also don't think the average customer would be OK with giving "the poor guy" (your words not mine) two days to respond. Perhaps I'm old school but a couple of days isn't my idea of acceptable service --- especially on a package of digital products that customers have normal expectations of receiving immediately.

After having the problem and then having to spend several minutes to find how to contact the merchant the only reason I didn't immediately file a dispute was because I want the products, I want to have a good business relationship with the seller, as I feel I do with the affiliate and being a perchant I also DON'T want to be considered as a bad customer.

Also, It would have need nice to have received a simple thank acknowledgment you from him.

Thank you for your opinion.

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TheRichJerksNet

14 years ago

Originally Posted by TMG Enterprises

So sellers don't get a day off ever? Or have an appointment or anything else that takes them away from the computer?

Geesh, at least give the poor guy a couple of days before getting upset about it. Just because someone sells something doesn't mean they don't have a life off the computer.

Tina

Seriously some people just expect you to be at their beck and call 24/7/7... This is the internet and nothing is perfect, anything could happen..

If someone filled the complaint on me just because I did not run to their beck and call I would make darn sure they would not be able to purchase anything from me again... But that's me...

James

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Kay King 14 years ago

when I closed the dialog box it knocked me out of your download page/site

I've done that many times - so I click on "history" in my toolbar and get myself back in - usually works. If it doesn't, I check my email as the download link is often in the "thank you" email from the seller.

kay
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Ernie Mitchell

14 years ago

Originally Posted by TheRichJerksNet

Seriously some people just expect you to be at their beck and call 24/7/7... This is the internet and nothing is perfect, anything could happen..

If someone filled the complaint on me just because I did not run to their beck and call I would make darn sure they would not be able to purchase anything from me again... But that's me...

James

OK --- It's now 38 hours and still counting --- no response to my help ticket yet. I know it was received because I received an autoresponder acknowledging receipt --- that's the only thing I've received.

My original question was just that --- a question --- not an inditement. I think I made it pretty clear in my original post that although I was frustrated that I did not want to file a complaint.

You sound annoyed by all this. If so, how long do you feel your customers should wait for a response before you would fire them for being an unreasonable bother. What's fair? --- 24Hrs, 36Hrs, 48,Hrs --- a week --- the paypal limit is 45 days --- what say you?

Thank you,

Ernie Mitchell

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TheRichJerksNet

14 years ago

Originally Posted by Ernie Mitchell

OK --- It's now 38 hours and still counting --- no response to my help ticket yet. I know it was received because I received an autoresponder acknowledging receipt --- that's the only thing I've received.

My original question was just that --- a question --- not an inditement. I think I made it pretty clear in my original post that although I was frustrated that I did not want to file a complaint.

You sound annoyed by all this. If so, how long do you feel your customers should wait for a response before you would fire them for being an unreasonable bother. What's fair? --- 24Hrs, 36Hrs, 48,Hrs --- a week --- the paypal limit is 45 days --- what say you?

Thank you,

Ernie Mitchell

I don't have this problem but my point is many people can be unreal thinking some should sit at the computer and be at a customers beck and call 24/7/7 such as you have done.

Did you ever think maybe there was a family emegency ? Maybe someone had to go to the hospital ? Maybe someone died in the family ?

You see so many are so quick to judge without thinking first. Yes you paid for your product and yes you want it. Sometimes though it is better to wait a little bit.

Also just because you got an auto-response does not mean they got the email.. Maybe you should send another email from a different email address and give it a week. If no response then do what you must do ...

Patience is a Virtue!

James

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BlogDesign

14 years ago

I think 48 hours would be enough time to wait without getting a response.

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AmyBrown

14 years ago

I'd wait 24 to 48 hours, longer over the weekend, for a response.

In the meantime, did you look at your web history to try to find the download page and in your spam box to see if an email with a link to the download landed there?

You could also contact the affiliate and see if they know how to contact the seller directly.

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Ernie Mitchell

14 years ago

Originally Posted by AmyBrown

I'd wait 24 to 48 hours, longer over the weekend, for a response.

In the meantime, did you look at your web history to try to find the download page and in your spam box to see if an email with a link to the download landed there?

You could also contact the affiliate and see if they know how to contact the seller directly.

Hello Amy,

I didn't realize until this afternoon that my browser is set to automatically delete my history ever day.

I'm sure the affiliate would attempt to be helpful but I hate to bother him.

I'm confident this thing --- as annoying as it is --- will be successfully resolved. I was just curious as to what most marketers feel is an exceptable level of service. I think that we as individual marketers should preconclude how long a customer should have to wait for service and ask ourselves if we as customers would be satisfied with the answer.

I already know the answer for myself as a merchant. In 2007 I had two websites and an active ebay store selling physical marketing and sales products to small business owners. Business was good until the bottom dropped out of everything. I clearly stated on my websites that all orders were shipped and all customer inquiries would be answered within 24 hours except on weekends. Doing so meant going on line every day but it seldom took very long and it was just part of being in business.

I also listed my phone number with business hours on my website. That was a big plus because sometimes people like to hear a voice before they purchase. This is especially true with higher ticket ($200.00 to $500.00) items. Listing a phone number on my site/s helped me get orders I wouldn't have gotten had I tried to be invisible.

Thanks for your response.

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Don Schenk

14 years ago

Ernie,

The second time I bought a downloaded product I screwed up the download. It took a couple days to get it all straightened out.

Yes, in an ideal situation good customer service would have the seller back to you immediately. Hmmm - most internet businesses are little one-person businesses, and their owners don't work 24/7.

Just wait 'til you start selling downloadable products and can't get back to someone right away yourself! It will happen to you. And you will wonder why that customer is soooo angry.

Maybe the guy/gal is sick in bed with the flu. Or maybe he/she will never be good at customer service and will eventually go out of business.

As I mentioned, it has happened to me during a download, so I started saving everything, every page, every link, every detail that goes along with the purchase. I even save the thank-you page. Before ordering a product I make a folder for it, then I save each page by going to file-save-as throughout the ordering and download process.

Not only has this helped me get back to the download when I've messed up the process, but it also gives me a good look at the entire proceaa other warriors use sell their products.

:-Don

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Ernie Mitchell

14 years ago

Originally Posted by Don Schenk

Ernie,

........ As I mentioned, it has happened to me during a download, so I started saving everything, every page, every link, every detail that goes along with the purchase. I even save the thank-you page. Before ordering a product I make a folder for it, then I save each page by going to file-save-as throughout the ordering and download process.

Not only has this helped me get back to the download when I've messed up the process, but it also gives me a good look at the entire proceaa other warriors use sell their products.

:-Don

Thanks for that advise Don. Copying the pages for re-tracking purposes is an excellent idea.

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Black Hat Cat

Banned 14 years ago

Originally Posted by Ernie Mitchell

How long should I wait before registering a dispute with Paypal? I'm of a mind to do it just to prove a point.

The only point you'll be proving is that you haven't read Paypal's dispute resolution policy.
Maybe you could try sending him another email. He may not have even received your first one. It's the internet....crap happens.

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mywebwork

14 years ago

I understand your frustration, on the Internet we are used to the instant gratification that digital purchases usually provide - once you make the decision you want it, and you want it now.

But glitches and errors happen, and if you're selling on the Internet it could also happen to you. So be patient, and if anything learn something from the experience. Explain the problem to the seller and suggest that he modify the link to open in a new window. And next time you're in the same situation try right-clicking on the link and opening it in a new window yourself.

Take a deep breath and wait a bit longer. I'm sure it will work out in the end.

Bill

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talfighel

14 years ago

I know I make sure that when someone buys my product, I also email them personally and send them the link again because you never know if they deleted their order by mistake or anything else in that matter.

I had some people in the past email me after purchase and ask me for the product page login info so I made a decision right there that I will email each customers their order through my personal email.

Tal

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Ernie Mitchell

14 years ago

James ... As mentioned preciously, the autoresponder I received acknowledged the merchants receipt of the help ticket so I know they received it.

I realize this is a sticky and emotionally charged issue. I'm a firm believer in fireing customers and I've done so many times. Although it asked a serious question, my original post was a venting rant. If I were going to have filed a complaint to prove a point I would have done so at the 24 hour mark. Truth is --- I want the damned product therefore I'll wait (to a point), to get it.

I find it perplexing that no one has actually answered the "how long should a customer wait" question. There have been a lot of broad generatities but nothing suggesting that anyone has set a guality standard in this area.

We should be reminded of the fact that when customers call (in our case click) it isn't because they are lonely --- there are other merchants winking at them for their $$$s.

In closing, upon re-reading my original post, even though I had waited a full 24 hours at the time I wrote it, I probably shouldn't have inserted the comment about filing a complaint to prove a point as all it served to do was stir up peoples emotions.

Yes, I agree that patients is a virtue. So is being able to specifically define the level of service that a customer can expect.

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eibhlin 14 years ago

Ordinarily, I'd say 72 hours. That allows for a weekend plus a holiday (three-day weekend) in a country or culture where they're celebrating something that I don't know about.

However, at this time of year, I'd factor in:

- inclement weather (our Internet was out for awhile, and we didn't even get that much snow)
- holiday travel delays (for those who choose not to risk online security at the airport/hotel)
- flu (It took me about three weeks to resume a normal work schedule. In the interim, I was working half-days and taking four-day weekends.)
- server (and/or email) outages that the seller can't control, and is tearing his/her hair out, waiting for an overdue "we fixed it" announcement

And, honestly, your friend who told you about the offer might have some insights.

All in all, if I want to be assured of fast customer service, I do business with a brick-and-mortar company known for reliability... preferably one with a 24/7 customer service number.

Online, many people are moms and dads who already have overloaded schedules. They're building Internet businesses so they'll have more time for themselves and for their families. In the meantime, it takes precious little to throw their schedules (and time/resources for customer service) completely off-course.

In a perfect world, we'd all at least outsource our customer service so people receive a personal reply within 24 hours.

In the real world, many people are sleeping just four hours/night, trying to build up enough reliable income to afford outsourcing, or a part-time helper.

With Internet businesses, I try to wait at least 72 hours before pacing the floor and considering more extreme options.
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TheRichJerksNet

14 years ago

Originally Posted by Ernie Mitchell

James ... As mentioned preciously, the autoresponder I received acknowledged the merchants receipt of the help ticket so I know they received it.

I realize this is a sticky and emotionally charged issue. I'm a firm believer in fireing customers and I've done so many times. Although it asked a serious question, my original post was a venting rant. If I were going to have filed a complaint to prove a point I would have done so at the 24 hour mark. Truth is --- I want the damned product therefore I'll wait (to a point), to get it.

I find it perplexing that no one has actually answered the "how long should a customer wait" question. There have been a lot of broad generatities but nothing suggesting that anyone has set a guality standard in this area.

We should be reminded of the fact that when customers call (in our case click) it isn't because they are lonely --- there are other merchants winking at them for their $$.

In closing, upon re-reading my original post, even though I had waited a full 24 hours at the time I wrote it, I probably shouldn't have inserted the comment about filing a complaint to prove a point as all it served to do was stir up peoples emotions.

Yes, I agree that patients is a virtue. So is being able to specifically define the level of service that a customer can expect.

Personally myself unless I do have an emergency or are seriously busy I pretty much answer all my support within 2 hours.. I do not use any auto-responders as I personally like to talk with my members/customers.

My point with the auto-responder is - just because you got a email does not mean your email went to their inbox. It is possible that you got a email which comes from the server and not the email inbox app, but the email never got sent to the actual inbox due to server issues.

See my point ... Nothing is perfect and do not assume someone got your email just because the server notifies you that your email went through.

I have even seen sometimes on this forum when you send a PM it ends up being blank but yet you get notification it was sent. This does not happen often but point is nothing is perfect and nothing works 100% all the time..

As far as how long someone should wait, this is upto the person I am just saying there may be legit reasons why you got no response.

James

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