Is This Unprofessional?

14 replies
I know everyone is getting ready for Christmas. But, if your an online business, selling goods, of any kind, then you would expect a customer representative to be available at reasonable hours.

For example: 9-5 on 23rd Dec and 24th Dec - Then 27th Dec 9-5 - 30th and 31st 9-5, then 2nd Jan 9-5 onwards.

I have purchased something, that i can not get access to, and i have to wait until 6th Jan 2014.

Should i have to wait this long? And should the people in question (i am refusing to mention who, as they are a reputable person), have someone at least answer tickets during those times?
#unprofessional
  • Profile picture of the author Horny Devil
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    You should have put your order in earlier, so why are you griping? Don't you think others are entitled to a break over Christmas and New Year.
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  • Profile picture of the author visimedia
    the nature of digital products purchase is : we can't wait, instant download is the standard..
    And if your problem is you can't get access , it means it's not professional. I can't say anything if they're off for holiday, but I think it's not the way to go for professional online businesses.. having day off is normal thing , but I think this case has different case since it's a basic problems that's no need to happen
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    • Profile picture of the author VinnyBock
      Everyone is entitled to time off but you should have been notified prior to submitting your payment. If you didn't miss a notice, I'd have to say that's a bit unprofessional...
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  • Profile picture of the author Danny Cutts
    I have to agree that if you are not going to get the item for a time then they should notify you prior to placing your order...

    But also agree that they should be entitled to time off but in the end that is not your problem :-)

    Danny

    Good Luck and relax :-)
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  • Profile picture of the author Humbee360
    The way it should be and the way it often is.

    The way it should be means that yes a business at least one that is serious about the future should have posted support hours. I.E. support center open until the 23 then closed until the new year, ECT.

    Most places just close down but they usually post the times that they are available.

    But very often with digital products there is this tendency to provide Zero support even if you contact them often you will never hear back.

    Its sad but true, the way things should be is not the way things are.

    For every bad seller and service provider it would be nice if there were a good seller, but that is just not the case, its more like 20 to 1

    for every good seller out there there are twenty bad ones.

    Bad means that sometimes they might not actually be a bad person they just do not know how to run a business.

    The end result is the same, if you do not run a professional business in a professional manner then most of the time you are perceived as a bad seller even if you are at heart a decent person.
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    • Profile picture of the author georgedinmore
      Originally Posted by Horny Devil View Post

      You should have put your order in earlier, so why are you griping? Don't you think others are entitled to a break over Christmas and New Year.
      I do believe everyone is entitled to a holiday. It was a big disappointment when i go to download their product, and there is an error. And i then find out they are not back until 6th Jan, and not stated anywhere that is the case before hand.

      Originally Posted by visimedia View Post

      the nature of digital products purchase is : we can't wait, instant download is the standard..
      And if your problem is you can't get access , it means it's not professional. I can't say anything if they're off for holiday, but I think it's not the way to go for professional online businesses.. having day off is normal thing , but I think this case has different case since it's a basic problems that's no need to happen
      Very true.

      Originally Posted by VinnyBock View Post

      Everyone is entitled to time off but you should have been notified prior to submitting your payment. If you didn't miss a notice, I'd have to say that's a bit unprofessional...
      Nothing was stated prior to ordering.

      Originally Posted by Danny Cutts View Post

      I have to agree that if you are not going to get the item for a time then they should notify you prior to placing your order...

      But also agree that they should be entitled to time off but in the end that is not your problem :-)

      Danny

      Good Luck and relax :-)
      Thank you, my point exactly.

      Originally Posted by Humbee360 View Post

      The way it should be and the way it often is.

      The way it should be means that yes a business at least one that is serious about the future should have posted support hours. I.E. support center open until the 23 then closed until the new year, ECT.

      Most places just close down but they usually post the times that they are available.

      But very often with digital products there is this tendency to provide Zero support even if you contact them often you will never hear back.

      Its sad but true, the way things should be is not the way things are.

      For every bad seller and service provider it would be nice if there were a good seller, but that is just not the case, its more like 20 to 1

      for every good seller out there there are twenty bad ones.

      Bad means that sometimes they might not actually be a bad person they just do not know how to run a business.

      The end result is the same, if you do not run a professional business in a professional manner then most of the time you are perceived as a bad seller even if you are at heart a decent person.
      They do not HAVE to. But the person in question has always replied and never not replied. However, your point is totally valid and true.
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      • Profile picture of the author JohnMcCabe
        George, I do think most entrepreneurs are optimists by nature. They believe that if there have been no problems, there won't be any. So they just slap a "closed for the holidays" message up with the belief no will see it.

        This is probably the case here, since you say the seller has been responsive in the past. If the product is worth waiting for, take a deep breath and wait for the seller to re-open. If it isn't, initiate a refund.

        Keep in mind that whether you are online or in the real world, what's basic professionalism for a larger business may be totally impractical for a small shop, especially a one-man band type of business.

        I have a hunch that posting a "no support until after the holidays" notice on every order would scare away a lot of business needlessly if the problem is random and rare. Sounds like you just drew the short straw on the bad luck drawing.

        It's frustrating, but whatchagonnado? Happy Holidays...
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  • Profile picture of the author jvjoe
    If this is a digital product then you should be able to get
    what you paid for expect they put a notice that they
    will be going for a break then it's not right for them to
    collect your money and let you wait for that long before
    you get what you paid for.

    But if you have to wait till the holiday is over then wait,
    and join the holiday.

    Happy Holiday
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  • Profile picture of the author datingworld
    If I was you, I would feel the same disappointment [thinking as a buyer] but if we think as a seller [at the end of the day most of us are sellers] then I would try to understand his / her position too during this festive period though he / she should have been more professional and should have notified all customers beforehand.
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  • Profile picture of the author jaihyppo
    I'm with you georgedinmore. If you're buying a digital product like most people have said here, you should get instant download access. I always believe in "Customers Always Right". A seller should stop or halt or pause their online business / website if he / she wants to take a break. It is not fair for a customer to wait.
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  • That seller needs to get back on the saddle. Looks like the problem is not a big one for a reputable marketer. It should only take five minutes of their personal time.
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    • Profile picture of the author 4DayWeekend
      If there was no notice prior to you making the purchase, then yes, I believe it's unprofessional (sorry, fellow seller).

      I appreciate that you might not get a response between the 24-26th, but after that, I don't think it's too much to ask for a seller to spend 30mins responding to any support e-mails.

      Hopefully the seller learns from this and improves their support while you enjoy the product in the new year. Everyone is a winner.
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  • Profile picture of the author Lightlysalted
    Unless they stated when you purchased it that customer service hours would be restricted over christmas then in my opinion yes it is unprofessional of them.
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  • Profile picture of the author elisaP
    We all deserve holidays, but I think having to wait until the 6th is extreme, so yes agree unprofessional and should have provided the information well in advance.
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