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JSzymczyk

HMH customer service

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Email is so convenient for us as consumers. We could be surfing/researching late at night and pop an email over to whichever company we're trying to reach.

 

On the other hand, many companies have been downsized over the years and it's a struggle to reach the level of service and attention than before. I have colleagues, who upon glancing, have 1,000, 2,000, 3,000 unread email in their inbox. because email is so easy, people get swamped. and some of it is simply spam. i'm not justifying it, but showing there are other reasons out of their control.

 

in the end, a phone call is always best.

 

eric

fresno, ca.

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Eric that's the reason why I don't use email for my business, it's a different line of work but the vast majority of email type people are not serious and just waste your time, if they want something enough to pay for it they will call.

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I would bet they get thousands of emails a day...I get maybe 100 and have a much smaller email footprint. Can't read them all. Most of mine are trapped in my Spam folder, and so might yours go to HMH's spam folder. Can't read them all, and I don't.

 

Phone call.

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The same thing happened to me when I tried contacting them on January 30th, through their contact us address. No response back at all. They didn't even have an auto response that some of the places do, letting you know that they received your email and will get back to you. It didn't bounce back, and I do have a Spaminator feature / folder on my email that I check everyday. I use email almost exclusively and it's very rare when a business never gets back to you, even if it may take several days.

same here. not in spam folder, I check that daily. Yes the message was sent on 05 March. It's just weird. E-mail is the standard method of communication in any legitimate business model. It is 2017.

 

100% agree. If you are phone call type of company and you don't respond to email, just don't provide an email! That's a totally backward way of doing business in 2017 though.

 

Regarding phone calls though, if it's a simple warranty issue the business is actually saving tons of time by using email instead of phone calls. Sure, there are times when a phone call is warranted, but due to human nature, pleasantries must be exchanged, stories must be told, and inevitably, there are callers who think a 45 minute phone call is the norm.

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I don't know about that. Depends on how many emails one gets a day. Someone has to read those emails and sort out the wheat from the chaff and then answer the ones that need to be answered.

 

Of course, if you're going to provide an email address, you need to answer the emails. Just whether it's cost effective is what I don't know.

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I agree with bimini15 that emails are a written record for a business. I depend on them in mine. I send people price quotes for jobs etc. and can always pull them back up if needed. Had a dispute with a rod company last year and most of it with emails and had a record of it and saved it all.

So yes if you are a business and have an email address you should answer legit mail.

 

These days I think I get just as much spam mail as spam phone calls. Just have to weed em out.

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email type people are not serious and just waste your time, if they want something enough to pay for it they will call.

 

It would be easier and simpler for a company to write a line in their "contact us" web page that says "We don't do e-mail, please call us". It boils down to integrity. On the flip side of your logic, we are ALL busy- email type people may only have a minute here or there during business hours to shoot off a quick, concise, detailed question about a product or issue and don't have time to sit on hold waiting for a person to pick up, trying to explain the reasons for their call, and quite often dealing with multiple transfers to the "right" person. Bottom line, a business should not advertise a product (email customer support) and then willfully not provide it.

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Yea it's a different line of work I do repair and maintenance stuff so if I provide an email I will just have to deal with huge amounts of window shoppers most of my busy clients contact me via text.

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I followed the advice given above and messaged them on FB- and got a reply in a few hours- in part, "the best way to contact us is email...." ha ha ha. Then Jon at HMH emailed a reply to my email, so in all fairness the folks at HMH do respond, after being reminded.

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