Irritating correspondence with vendors

[336336]

I''ve been following Pricescope''s advice regarding online vendors. I''ve contacted a few and so *many* vendors just stop responding to my questions! It''s so frustrating. I''ve called them and they said they''ll email me. Nothing. Well, this has happened 3-4 times already. I am professional and succinct in my emails and I''m very interested in buying, but I need more information. I don''t understand what is wrong. Only DiamondsbyLauren, Fancydiamond.net, and JamesAllen have given me excellent follow-up, but the rest are making me

.

So much for great customer service.

 

[Abril]

Date: 10/26/2009 5:42:04 PM
Author:336336
I''ve been following Pricescope''s advice regarding online vendors. I''ve contacted a few and so *many* vendors just stop responding to my questions! It''s so frustrating. I''ve called them and they said they''ll email me. Nothing. Well, this has happened 3-4 times already. I am professional and succinct in my emails and I''m very interested in buying, but I need more information. I don''t understand what is wrong. Only DiamondsbyLauren, Fancydiamond.net, and JamesAllen have given me excellent follow-up, but the rest are making me

.

So much for great customer service.

Vote with your dollars. I suggest giving your business to one of the above 3 vendors.

 

[denverappraiser]

You’re not looking for a dozen dealers. In the end only one is required, and it sounds like you have 3 fine choices.

Neil Beaty
GG(GIA) ICGA(AGS) NAJA
Professional Appraisals in Denver

 

[elle_chris]

Like the others said, stick with the ones that are responding. No reason to bother with the others.

 

[Todd Gray]

Date: 10/26/2009 5:42:04 PM
Author:336336
I''ve been following Pricescope''s advice regarding online vendors. I''ve contacted a few and so *many* vendors just stop responding to my questions! It''s so frustrating. I''ve called them and they said they''ll email me. Nothing.

Are we included in the list of failed-to-responders? I would certainly like to know if we''re dropping the ball...

 

[ct-appr]

Ditto. Vendors sometimes lose interest when they know you are shopping around. Have you tried any B&M stores?

 

[Laila619]

Sorry some vendors aren''t replying to you. What''s funny is that one of your good vendors you mentioned really dropped the ball with me and just disappeared, after they promised to get me an Idealscope image.

I guess it depends which sales rep you get maybe.

 

[Lula]

Yes, I think it depends on what sales rep you get with some of the "larger" PS vendors. I do give the smaller PS vendors, who don''t have full-time sales reps, the benefit of the doubt, though, and cut them some slack, because they do have to handle everything from e-mail to sales to design to shipping.

And people do get sick, take vacations, lose e-mails - life happens.

 

[WinkHPD]

Like Todd I hope I am not one of those who dropped the ball.

I can also state that on occassions we answer questions to be asked another flood of questions which when we answer we never hear back from again or we receive another flood of questions.

I have more than once had to ask a client to either call me and get all of the questions asked and answered or just contact me after they think they have all the answers so that I can help them sort the wheat from the chaff. Once we have answered more than two hours worth of questions with no indication that we are being used for anything other than a source of information we tend to loose interest.

We recently sold a gem that had over 100 back and fourth emails in the thread, we rarely have the time to devote that much attention to a client, even when we want to. (We did want as she was way nice or we would have stopped. It was not a large sale, but a rewarding one.)

Wink

 

[WinkHPD]

Date: 10/26/2009 5:42:04 PM
Author:336336
I''ve been following Pricescope''s advice regarding online vendors. I''ve contacted a few and so *many* vendors just stop responding to my questions! It''s so frustrating. I''ve called them and they said they''ll email me. Nothing. Well, this has happened 3-4 times already. I am professional and succinct in my emails and I''m very interested in buying, but I need more information. I don''t understand what is wrong. Only DiamondsbyLauren, Fancydiamond.net, and JamesAllen have given me excellent follow-up, but the rest are making me

.

So much for great customer service.

I have to admit, I am curious. What kind of questions are you asking, and how many and after they answer the first round, what type and how many quesitons in the second round?

 

[Garry H (Cut Nut)]

We occasionally get an email that is CC''d to 15 other vendors - hope you did not do that?

 

[HVVS]

Good Old Gold is closed on Mondays, if they are one that''s not answering today.

 

[Lula]

Date: 10/26/2009 8:04:51 PM
Author: Wink



We recently sold a gem that had over 100 back and fourth emails in the thread


Wink

I just counted up my e-mails - I hope this wasn''t me! LOL

 

[336336]

Thanks for all your input. No, none of you who replied to this topic dropped the ball on me.

I'm always careful on not disturbing people, because I hate feeling unwelcomed to begin with.

I would never correspond 100 emails. I don't consider that fun. I always mindful of whether I'm pleasing people, even people who are supposed to make money from me. Sometimes I feel guilty for not buying something if a sales associate, any sales person, spends more than half an hour with me.

No, I don't do CCs. I take the personal approach to things as much as I can.

What kind of questions? Standard. Since I have been looking at fancy color diamonds, I've asked for photos. Some followed up. I was also interested in other items in their inventory and asked 2 simple questions. Nothing. Some of their websites don't even work. Some phone numbers don't even work when I called. I really wonder if there's a recession, as I'm getting the impression that they don't need my business.

I can totally understand if you, as a vendor, lose interest. I've worked in service industries pretty much as long as I've had a career. It's annoying to have browsers and shoppers, but that's the nature of our work. Try not to think too much of the result and focus on the moment, that's what I say and try to do.

Are 3-4 emails with short one or two declarative sentences too much correspondence? Is that too much work if they're going to make some money by just answering some emails?

The thing is, like the proverbial story of how appearances don't always tell you whether a person is rich or not, selling to clients is the same thing: you never know who's going to buy or not. You may spend 3 months on someone who buys but then returns the thing, or you may spend 3 years with someone who's always browsing but suddenly decides to buy. The most insured way of making this uncertain scenario work for you is just to be kind to the best of your ability. God knows so many salespeople won my loyalty by just being kind and patient. Kindness always touches people, but snobbish cynicism repels people and consequently business itself.

 

[Rhino]

Of course no PS vendor hopes it is them. Probably one of the most frustrating experiences I can recall is a client we were in email with and had answered many question for and then their emails were filtered for some reason and their emails went unanswered and we were not aware of it. I had emailed the client back to follow up with all the correspondence that had taken place and they told me they purchased elsewhere figuring I wasn''t interested in earning their business (after more than 20 emails and lots of service too).

If you are dealing with someone who has been responsive to your emails and for some reason you''re not getting responses a phone call doesn''t hurt. Your email may be getting filtered and they may not be aware of it.

It is our experience that computers can screw up and emails get filtered against the wishes of all parties.

Regards,

 

[packrat]

Sometimes I think emails can end up floating around in cyber space. If someone normally is quick to respond and then there''s nothing for a few days, there''s no harm in resending your last email, just in case. I''ve done that a few times with vendors, b/c I''ve been told by friends/family they haven''t gotten an email I''ve specifically asked if they''d read-even tho it shows up in my sent file. I don''t know if it''s b/c I use hotmail, or what, but I''ve known other people who have the same issues with hotmail. (and I''ve also not gotten ones my dad swears he''s sent) The vendors I''ve resent to, I always tack a quick note on why I''m resending..and it''s always turned out that they''ve just been busy-everyone''s been more than helpful..just sometimes things happen. If you''re really interested in what they are offering, I''d just resend and see what you find out!

 

[Allison D.]

I, too, hope we''re not in the non-responsive bucket.

So many of the regularly participating vendors here on Pricescope spend a great deal of time contributing to this community, and that''s because we value it. We value the appreciation and the enthusiasm that folks here have for well-cut stones and for the passion for learning more about them.

It would be really unusual for vendors who do invest themselves here to then be unresponsive upon hearing from a potential client.

Especially having read your comment that your interest lies in fancy colored stones, I wonder if the vendors may be trying to obtain the information you''re requesting from outside parties? Most of the often-recommended vendors here, including us, don''t typically stock much in the way of fancy colored goods inhouse. That likely means they''re having to go to outside sources to get the information you asked for.

You didn''t mention how long you''ve waited since your queries, but I thought it might be helpful to know that it might take them a bit of effort to get what you''re asking for.

 

[tarator]

I have sent Brian Gavin about 6 requests for a price quote to custom make my ring. Lesley every time responds she will get back to me shortly, but never does. Maybe they are not interested because I bought my diamond elsewhere, but it's annoying that my original request for a price quote over 2 months ago has been repetitively ignored.
I just get responses that they will have a price quote soon, with no actual price quote.

Overall, internet vendors have been very helpful, as a consumer, I have a lot of questions, but I try not to waste the sellers time particularly if I am not buying from them.

 

[risingsun]

Date: 10/27/2009 11:55:28 AM
Author: tarator
I have sent Brian Gavin about 6 requests for a price quote to custom make my ring. Lesley every time responds she will get back to me shortly, but never does. Maybe they are not interested because I bought my diamond elsewhere, but it's annoying that my original request for a price quote over 2 months ago has been repetitively ignored.
I just get responses that they will have a price quote soon, with no actual price quote.

Overall, internet vendors have been very helpful, as a consumer, I have a lot of questions, but I try not to waster the sellers time particularly if I am not buying from them.

I have been corresponding with Lesley about a project that will consist entirely of stones, which I already own. I have always received a prompt response by email or phone. I suggest that you call Lesley to follow up.

 

[tarator]

Living in Norway, with the large time difference it is easier to do email. My thoughts are if BG were interested in doing the piece, they had plenty of opportunities to get back to me, since they did not, I am choosing to go elsewhere.

 

[Lula]

Date: 10/27/2009 12:03:02 PM
Author: tarator
Living in Norway, with the large time difference it is easier to do email. My thoughts are if BG were interested in doing the piece, they had plenty of opportunities to get back to me, since they did not, I am choosing to go elsewhere.

Please, people! Cut the vendors some slack here!

I can't imagine how frustrating it would be to read this as a vendor. The PS vendors I've worked with (even if it's to ask a question or, gasp, even return something!) have been outstanding. Are they perfect? No. Is there the occasional delay? Sure. But don't just come on here and slam them -- give them a call or send an e-mail marked urgent. I doubt they are purposely ignoring you.

We PS'ers are a very demanding bunch. Frankly, I would hate to work with any of us as customers -- we're very picky and accustomed to the best. But vendors are only human. Surely you have bad days at work/home, too, where you drop the ball on something.

 

[swingirl]

Date: 10/26/2009 5:42:04 PM
Author:336336
I''ve been following Pricescope''s advice regarding online vendors. I''ve contacted a few and so *many* vendors just stop responding to my questions! It''s so frustrating. I''ve called them and they said they''ll email me. Nothing. Well, this has happened 3-4 times already. I am professional and succinct in my emails and I''m very interested in buying, but I need more information. I don''t understand what is wrong. Only DiamondsbyLauren, Fancydiamond.net, and JamesAllen have given me excellent follow-up, but the rest are making me

.

So much for great customer service.

Of these vendors only JA advertises on PS. DiamondsbyLauren posts here. Pricescope''s "advice" about online vendors is to work with the tried and true ones. I don''t know of any successful reputable PS vendor that doesn''t have a working website or phone number.

 

[ace001]

I had trouble with Lesley also. She always said she would get back with me by email.

Try contacting Sheerah at WhiteFlash. She has been a blast to work with...

 

[Lula]

Date: 10/27/2009 12:38:08 PM
Author: swingirl

Date: 10/26/2009 5:42:04 PM

Author:336336

I''ve been following Pricescope''s advice regarding online vendors. I''ve contacted a few and so *many* vendors just stop responding to my questions! It''s so frustrating. I''ve called them and they said they''ll email me. Nothing. Well, this has happened 3-4 times already. I am professional and succinct in my emails and I''m very interested in buying, but I need more information. I don''t understand what is wrong. Only DiamondsbyLauren, Fancydiamond.net, and JamesAllen have given me excellent follow-up, but the rest are making me

.


So much for great customer service.

Of these vendors only JA advertises on PS. DiamondsbyLauren posts here. Pricescope''s ''advice'' about online vendors is to work with the tried and true ones. I don''t know of any successful reputable PS vendor that doesn''t have a working website or phone number.

Very true about the working website and phone number -- that would be a red flag for me.

 

[oldminer]

I think the way several Pricescope vendors have responded serves to show they intend to provide top notch service to people who ask questions, but things do get in the way of responding sometimes, too. It is very inefficient to use a broad range of vendors after initial decisions and contacts are made. Keep one to three vendors for the last of the detailed questions and make an effort to make a personal relationship although over a distance. The telephone is sometimes a better tool than email for more intimate situations where you want to get a feel for the personalities behind the emails. Ultimately you do vote with your dollars and it should be directed to a vendor who pushes your buttons at the right time and pace. Everyone says they want your business, but when it comes time to decide, the way you were treated must be a consideration that you make based on your own experiences with each one you interacted with.

 

[Lesley Harris]

tarator,

Please accept my personal apologies for "dropping the ball" with your request. A good percentage of our orders here at BGD are settings for diamonds and colored stones purchased elsewhere, so the fact that you bought your diamond from another vendor has not impacted our desire to do business with you. Unfortunately I can''t cross reference your request as I don''t know who you are from your avatar, but we do pride ourselves with our response time and the personal care we give to each request, and I am sorry you did not have this experience.

As an aside, if we have been taking a little longer than usual to get back to any of our customers, it is because Brian''s father and mentor passed away in South Africa 3 weeks ago after sustaining multiple injuries in an awful car accident. As a result Brian was out of the office for several days placing more pressure on those of us left here to run things in his absence. We did not make a public announcement as it was a very private and painful time for our family but we will be making a tribute to him when the time is right.

If there is anyone else who feels that they have been waiting too long for a response, please e-mail me or call in - we are here for you!

 

[Gleam]

I had every intention of buying from a online vendor, but at the end of the day, I quickly realized it wasn''t going to be feasible for me as a first-time diamond buyer.

As patient and kind as Bob Haskins from White Flash was (I would love to do business with him someday), the fact is that I just wasn''t really sure what I wanted. As eager as an online vendor may be to help you, you have to come with quite a bit of knowledge yourself. Nobody is going to hold your hand, especially when they know you''re shopping around (as I made evident to Bob).

Bob did follow up with me a couple times (before I bought my e-ring from a retail store) but eventually stopped altogether. I don''t blame him at all.

If you only have a vague idea of what you want, not even sure whether you''ll go for an asscher or RB or whatever, then that makes it very difficult for the vendor to help you. I''m not saying this is the case of the OP -- I certainly didn''t hear from a couple vendors either.

As for Brian Gavin, I''d love to work with them as I understand they do great custom work but I was entirely frustrated by their website and the way they organize their diamond inventory. With so many online vendors out there with varying degrees of website sophistication, there''s simply not any reason for me to waste time attempting to figure out a baffling website. I mean no offense, as I''m sure the nice folks at Brian Gavin realize this and are working to launch a more user-friendly site.

 

[Lula]

My condolences to Brian and you, Lesley. That''s awful news.

 

[Lorelei]

Date: 10/27/2009 12:47:53 PM
Author: Lesley Harris
tarator,

Please accept my personal apologies for 'dropping the ball' with your request. A good percentage of our orders here at BGD are settings for diamonds and colored stones purchased elsewhere, so the fact that you bought your diamond from another vendor has not impacted our desire to do business with you. Unfortunately I can't cross reference your request as I don't know who you are from your avatar, but we do pride ourselves with our response time and the personal care we give to each request, and I am sorry you did not have this experience.

As an aside, if we have been taking a little longer than usual to get back to any of our customers, it is because Brian's father and mentor passed away in South Africa 3 weeks ago after sustaining multiple injuries in an awful car accident. As a result Brian was out of the office for several days placing more pressure on those of us left here to run things in his absence. We did not make a public announcement as it was a very private and painful time for our family but we will be making a tribute to him when the time is right.

If there is anyone else who feels that they have been waiting too long for a response, please e-mail me or call in - we are here for you!

Lesley I am so sorry to hear this very sad news, please tell Brian I send my regards and I send my sincere condolences to you both and the family at this very difficult time. You will all be in my thoughts and prayers.

 

[Gleam]

Lesley, very sorry to hear about such a tragedy. My condolences to Brian and the family.