Fisherlab.com

[Alimo88]

Does Fisherlab ever reply to questions asked to the address on the main web page? I have had not had ANY luck. Why have a questions section if you are not going to reply?

 

[Cal_Cobra]

Not sure why they even do email, as they've never responded to one of mine either

Ironically I contacted Garrett with a quick question about their propointer, and they responded within 5 minutes...I couldn't believe it

 

[BuckeyeBrad]

Imagine this.... YOU'RE running the company, are responsible for overall results, and will be scrutinized and held accountable for those results. Can you honestly say you would make the choice to have a highly knowledgeable resource sitting around waiting for and answering email traffic full time? Maybe in some fantasy world, you would. The difference between "I haven't heard back from them for days" and "They answered me in 5 minutes" is probably related to which staff is the busier handling higher priority functions. They staff full time to receive phone calls....not emails.

 

[markg]

Give them a call or post a question on one of the major forums and I'll bet it gets answered correctly.

 

[Low-Boy/LCPM]

then why have that on their web sight get rid of it..get real

 

[BuckeyeBrad]

Lorenzo, it's not that they won't answer emails, it's that they handle them if and as they can. I think we can all agree that FT is extra BUSY and has been for some time. I'm just asking why would anyone that wants an answer in a timely manner not use the phone first with any of the manufacturers?

 

[Cal_Cobra]

Imagine this.... YOU'RE running the company, are responsible for overall results, and will be scrutinized and held accountable for those results. Can you honestly say you would make the choice to have a highly knowledgeable resource sitting around waiting for and answering email traffic full time? Maybe in some fantasy world, you would. The difference between "I haven't heard back from them for days" and "They answered me in 5 minutes" is probably related to which staff is the busier handling higher priority functions. They staff full time to receive phone calls....not emails.

WHAT'S THE POINT OF HAVING EMAIL ON THEIR WEBSITE THEN

IF THEIR NOT GOING TO RESPOND, THEN REMOVE IT!

I worked for a fortune 100 company and customer service was of the utmost importance, we corresponded with customers in whatever format THE PAYING CUSTOMER wanted, INCLUDING EMAIL. Oh and guess what, we sent out surveys after each phone call or EMAIL so the company could track those results, and be held accountable for those results. Brad, please, you're not sitting next to a circa 1972 teletype are you my friend? Customer service reps multitasking responding to phone calls and email has been the industry standard for quite some time (pretty much since the Internet went main stream). No I don't EXPECT a response in 5 minutes, but it does go to show that it can be done and when FRL ignores their customers, it's refreshing to see another company that does not. Calling them on the phone is not always convenient for US THE CUSTOMER, and actually it's much cheaper for FRL to answer an email then pay for an 800#.

The point is, if they have an email address on their website, there's an expectation that they will answer it. In my experience, they NEVER do, although I've heard of a few getting a response.

 

[BuckeyeBrad]

I am not defending the practice of having an email link that is only serviced if and when possible. That's not my call. I was just trying to offer a better solution for folks to get what they they say they want, which is an answer asap. This topic has come up repeatedly over the years around all the manufacturers. Phones just seem to be the best bet more often than not in this industry.

Customer Service efforts from huge companies can be a lot different than those of small ones for many reasons, customer dynamics, scale, and available monies being a couple of them. It doesn't matter if we personally agree with that or not. My career was with about the largest consumer goods manufacturer on the planet so I also understand and lived the mega-corporation approach to CS. And frankly, in spite of having all those wonderful expensive state of the art systems, people resources, and all that money in place to deliver and track better CS, it stlll had outages.

 

[Alimo88]

WOW can of worms has been opened.

They have two different sections for questions. One is an info @ address and the other is a submit query form. Both remain unanswered from Fisherlab.

Funnily enough I also tried an email inquiry stream for people in "Australia" under a banner of "contact us" I think you know the result. 0 from 3

Being in Perth Australia, yes there are other continents on the Planet (sarcasm intended), and given the choice to email or phone I chose to email and not make an international phone call.

Finally "IF I" (more intended sarcasm) was running a company and questions and inquiries where going unanswered I would want to know the reasons why and I would want to remedy the problem forthwith.

Thanks for everybody's comments. That's what makes forums interesting IMHO

 

[Alimo88]

Mike at "FTP" is looking into it so thanks Mike

 

[Alimo88]

Mike at First Texas, has scoured his company's email system, found my email, and has replied to me personally at my home email address. All my questions dutifully and accurately answered. He is also double checking the system to try and ensure all emails answered in normally acceptable time frames. Now that's service, so credit, where credit is due. I guess some FTP people do read your forum posts so your comments are maybe noted and acted on at FTP. I give Mike three thumbs up from AUSTRALIA. Thanks Mike.