When a fairly young, groovy and ethical brand like Clipper Tea has an email address of firstname.lastname@example.org you kind of expect a reply to a polite email with a very polite gripe. So far at 1 3/4 days I haven’t even received an acknowledgement. I’d set up my “reach out to my customers” email address with an automated reply setting expectations for a human reply. If you are a small firm – why not give yourself up to 5 working days? Hardly unreasonable is it?
Before I wrote this I checked the email address, time of sending, any bounceback etc. There is nothing to indicate it hasn’t been received. I am trying not to leap to judgement but due to the website being up I am guessing there hasn’t been a catastrophic IT outage. I think the issue is a human one, which is sad. @clipperteas C-, could do better
In the interests of big/small balance I ought to note that Mercedes Benz Oxford also disappointed the other day. Made me wait 15 min to see a “specialist” after saying “someone will be right out” and not “it’ll be 15 min if you don’t mind holding on Sir”. I then end up explaining the difference between camber and toe-in to a real mouth-breather and am left wondering about said individual’s area of specialism. It sure as hell wasn’t wheel alignment on an E-class, that much I know for sure. Not making me want to rush there for a service anytime soon. I was then called by an “expert” who then perpetuated the whole thing by giving duff information. I know because I had the car on an inspection pit today w. a man that services coaches and builds race cars as a hobby. We looked and looked and looked for 20 min. No adjustment bolts for setting the rear wheel camber on an E-Class Estate. No shims either and according to The Internet there is no way to adjust the rear camber on a W211 except by buying aftermarket kits. @mercedesbenz_ir – D, be straight w. customers.
Addendum: after a v nice lunch with #MusingsFromTheSofa the point was made to me that I was failing to make a point about MB Oxford. I agree that I meandered around and that, at best, the point was inferred. I apologise. The point was to contrast that even the big guys like Mercedes were not necessarily better than the little guys like Clipper Tea. In both instances I expect to be not only satisfied but hopefully delighted. Both obviously lack a Social Media Strategy or I expect to have been contacted in some form by now….