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Originally Posted by ibis99 /img/forum/go_quote.gif
i get no reply from them over the past few days either by email or phone.
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yes, well this is not unusual; I was in your position a bit over a year ago when I ordered my first pico; people who visited that thread asround that time will attest to the testy and generally frustrated and annoying person I became
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Originally Posted by itsborken /img/forum/go_quote.gif
Absolutely reputable. He's just not so good on emails etc. so it is best to give him a call if you are concerned your emails aren't noticed.
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email is probably better or PM on here, but sure give a call if in this situation again; you had already done that before you posted thought; a point some seemed to have missed
Quote:
Originally Posted by ibis99 /img/forum/go_quote.gif
look im not going to turn this into a flame war, but get your facts straight. once a customer PAYS you for a SERVICE than the BEST thing YOU THE OWNER can do IS CONTACT that person after THEY HAVE TRIED SEVERAL TIMES TO CONTCT YOU VIA PHONE AND EMAIL OVER A THREE DAY PERIOD TO work out the shipping complications and whatnot.
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indeed; since that time back then, my business has become more and more busy. sometimes i'm slower to reply then I used to be, but in general I usually get at least an email telling the person that their communications have been noticed and I will get back to them with a more thorough reply in X amount of time. I dont have an automated response set up yet either, but I will be very shortly.
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I appreciate Justin and his great products. I also believe deep down that he is a very reputable guy?company?artist if you will. But it is hard to beleive that he is not able to use a phone or email in 72hrs for a one minute correspondence to clarify some minor issues. |
hmm, well I dont know about a phone call for the reasons that have been touched on here, but some sort of confirmation at least, then an email or call after that. I certainly agree that it takes much more than a few minutes out of your day to take yourself away from a very concentrated headspace, often with multiple threads going on inside your own mind and picking the pieces of that up again is not immediate and sometimes not even complete. I do believe perhaps he should do something about a part time or even contract basis person to take care of 'simple' things like the OP mentions. Now though; with the MASSIVE response to the slim I certainly hope so, i'm now part of the throng too for a second time. I have a slim on the near horizon. that should give you an idea of how good the products are though; that he can do this as business as usual and have one of the most highly thought of products around. also in fact I do tend to get email responses from him fairly swiftly; I would imagine that things improve once you are part of his database.
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Originally Posted by ibis99 /img/forum/go_quote.gif
Moderator Please Remove This Thread.
I do not wish to jeopardize anyones reputation.
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no need to worry about that, head-fi is very tolerant of whimsical geniuses as long as they come up with the goods
he really is a truly stand up guy, just a mixture of how busy he is and just not having that kind of sense.
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Originally Posted by omigawsh_lollercoaster /img/forum/go_quote.gif
Long waits, slow emails, good products.*
*By general reputation and personal experience.
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indeed!!
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Originally Posted by itsborken /img/forum/go_quote.gif
Probably because non-brainy people think that one can resume a train of thought immediately after answering an IM/email/phone call. One can be interrupt-driven and not make progress or one filters the inputs to get things done.
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LOL
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Originally Posted by Valens7 /img/forum/go_quote.gif
Folks, as many people (including myself) have pointed out before, there is no reason to panic if Justin doesn't get back to you right away. He hasn't taken your money and fled to Hong Kong; he's just very busy. On top of what is probably a fairly high volume of regular business, he also has to contend with the impending launch of the Pico Slim. While it's a shame that he doesn't get back to some people in a timely manner, the fact that he remains a rather active member of these forums (especially for a MOT) ought to give you some indication that he isn't going anywhere. I don't intend any disrespect to the OP, as I've been where he's been with quite a few companies in the past. Getting frustrated when a business doesn't get back to you is a very normal reaction. But I would encourage everyone in general to take a few deep breaths before you take to the Head-Fi forums and start bellowing your outrage. And if you do want to get his attention via Head-Fi, what's the harm in doing it in a non-incendiary way?
Anyhow, that's just my 2 cents.
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well said; and some advice I hope to /and intend to follow this time round. I dont know how it went down with the OP, but I did try without success in the threads. Justin would as you might expect pick a couple of many posts at random and reply to them. I was a bit noob here too then though and not well versed in the micro-economy
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Originally Posted by ibis99 /img/forum/go_quote.gif
I agree completely with your statement. But let me say this. I sell very expensive, complicated products and have a large customer base. I work out of an office. I work out of my house, I work out of an airplane, I work out of my bathroom, I work off the park bench and grocery line. The point is I contact my customer to confirm thier order. I then follow up 2 days after delivery to ensure there satisfaction. I then call the two months later and the every six months after that.
Now even I admit that that would be excessive in most cases in many cases including this one. But any form of response within 24-48 hours would be the right thing to do.
I'll say it again. Justin is probably a great guy and certainly has a stellar reputation on this forum which I'm sure he deserves. But me being a new customer who has never dealt with him, and being the anal sales pro I am I expect top notch customer service.
Once again I am sorry to have started this post, and no one should consider my experience as the norm considering HeadAmp.
So my appologies to Justin, but I would have prefer better communication from the beginning.
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hmmm, I know you think you know what it is to be Justin, but i'm really not sure you quite know the headspace at all. things like this do sound like easy things to do from the other side, but its not always the case in reality. by now you will have seen that I agree in part with you, but i'm also seeing a lot of me back then in your posting and knowing now what I do, hell even when the heat of the moment had passed at the time I regretted not handling it with a bit more calm.
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Originally Posted by MomijiTMO /img/forum/go_quote.gif
It's never a win win situation.
Seeing people are already whinning over the recent increases, I'm sure they would not want yet another increase. I'm not saying you employ someone full time to handle the sales front - the volume probably is too low.
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yes, you will get people saying he should contract someone to do this; and IMO he should; not full-time, but some-time. Then though some of those same people will have a cow if the price goes up.
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Originally Posted by ibis99 /img/forum/go_quote.gif
Well all is well as I've finally heard from Justin. He seems like a really nice guy and explained that he has been away for a few days.
On a similar note I just ordered a pair of SE530's from HeadRoom (dam this hobby is making me poor). I immediately received an auto generated email confirming my order and providing full details. Seems to me like a great idea.
I can totally understand if HeadAmp does not employ a CS Rep, but MS Outlook may be the way to go.
I'll say it for the upteenth time, I'm sorry I started this thread and hope that my poor judgement does not cause any problems for HeadAmp- not that I have that much power anyway.
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yes outlook at a minimum, but it may just be enough. its amazing how much peace of mind is given by even an automated response to let you know its all good.
glad it worked out, wow what A long reply mine was, perhapos i'm still feeling some guilt from last years rantings