Issues with Brian Gavin Diamonds!!!!

[Maisie]

I wonder if it would help to know a little bit about the background of BGD. When Lesley and Brian decided to leave Whiteflash last year (where Brian was the brains behind the A Cut Above diamond) they had no idea their business would take off as fast as it has. They actually worked for months without a website because they were kept busy with customers based on recommendations or previous customers. Their website only went live in January I believe and thats when it got so busy that they realised they needed more staff. They couldn''t really have taken on staff before this because they didn''t know if the work would keep coming in. I bought a couple of things from them last year and I remember thinking Lesley sounded exhausted. She was manning the phones and trying to keep track of all the orders on her own.

I honestly think that all new businesses will go through periods of adjustment, they might make mistakes and let people down. Ultimately though I think they will come through and these glitches will become a thing of the past. I''m sure that if you asked any vendor what it was like when they first set up their company they will tell you they made mistakes too. Its all part of becoming your own boss

 

[Maggie May]

I just wanted to chime in, I had a similar experience with Excel Diamonds. I enquired about an eternity ring, really wanted to purchase from them and they never got back to me. I ended up researching a bit more and some lovely PS''s directed me to ID Jewelery - sent an email and the next day recieved a response - had my gorgeous ring in two weeks. I know the ring from Excel would have been just as lovely but

do they not want the business ???

It all worked out in the end and I will probably never use another jeweler except ID Jewelery

they were fab !

Reminds me .. I should post my ring in ''Show me the ring'' for those lovely PS''s who helped me

 

[ckb1986]

Hey guys! Thanks for all the responses! My boyfriend wants me to let everyone know that they actually responded to him a couple of hours before I posted so it wasn''t like they saw my post and then responded to him. Later last night, Brian Gavin himself called to give my boyfriend his selection. I think they mean well but just are really busy!! He was pretty terrified when I told him that Lesley saw my complaint on pricescope. He said "No take it down they will know it''s me!!" I told him it''s ok just tell them you have a girlfriend that is nosy and complains too much.

 

[HVVS]

Some of these complaints just sound like > Called 9 times for the same issue without getting the question answered? I found that hard to believe. Unless there's an issues with inclusions, most customers, with the tools provided and the forum help here, and the "PS cheat sheet" of dimensions, should be able to compare one H&A or princess to another pretty well. All of the H&A superideals look great, lol! If it's a general cut evaluation question, lots of times the prosumers and others here can help answer your questions.

Some of this also sounds like young buyers who don't have an understanding of how business works. Some of these problems are simply the timing of your requests. Busy time of year = less time that can be spent handling each request. I'd hazard a guess that these vendors are probably into wedding season now: wedding rings, resets of e-rings, custom mountings for anniversaries in April through June or Jul, and don't forget Mother's Day in May. All custom work takes time to complete. If you wait too late, you might get turned away because the shop is already booked and can't meet your deadline. Christmas, Valentines Day, Mother's day, May/June weddings: Not the best time to try to get a lot of handholding from wedding jewelry people.

When diamonds are flying out the door, someone has to replenish the stock. If sales were higher than anticipated, vendors might be scrambling to replenish stock and cutting houses might also be busy. In-house stones have to be evaluated and photographed and loaded to the web sites. It takes time to do all of that. Any delay at any part of that chain causes delays farther down the chain. Plan ahead, and start looking for diamonds and mountings far in advance of your drop-dead date. I have tended to buy diamonds in August through mid November, and rings in the dead zone of Jan - Mar.

Even when it's slower, a jeweler must sell a certain number of units per week or per month to keep the lights on. When I have serious buyers for my items, the kind of buyers who are obviously taking all the steps to close a sale, vs. others that are still making up their minds or kicking tires or trying to haggle a price below where I want to sell, or don't seem to either know what they want, or do not appear ready to actually buy yet, I put those BeeBacks and WouldjaTakers on the back burner until they either clamor to buy or they go away. I want to sell my items. And if I get the feeling that someone is not going to buy, I shift my focus and I concentrate on the ones who are definitely buying. A business needs to sell product to remain in business. So, when asking questions and making inquiries, it's important to do your own homework first, go prepared, and ask the right questions so that the seller knows you are far enough along in the buying process that you are not just another tire kicker.

Spam emails and inquiries are rather numerous at times, too. Every teenager with a computer can inquire about a diamond, lol. Sometimes it's difficult to even read all of the emails much less respond to all. If you feel you've been ignored, send another inquiry or phone the vendor or otherwise get noticed. Don't take it so personally if you don't get a fast enough response.

As for BGD, I've contacted them several times in the past month about a recut and some other work. Their responses have been prompt and courteous. So, I'd tend to conclude that perhaps some consumers are either creating their own problems or are being unrealistic in their demands, or all of this happened before BGD increased staffing.

 

[LaurenThePartier]

Date: 3/18/2010 10:21:54 PM
Author: CasaBlanca
Funny, the first thing I thought of when I read your words...was your boyfriend is playing with you...He wants to take the project now on his own...and present you with a surprise.

No one at BGD could tell you the secret but I can suggest the scenario! When your BF learned you were posting a complaint...HE told you THEY called HIM. So it is possible...that there is another side of the story...and what a shame if that is the reason.

This is why I will plead with all to be cautious and reserved about posting threads that can have a negative impact on a business. When it simply comes down to a form of contact...Please make every effort to email and or call yourselves. It takes the same amount of time to do so, especially during office hours...so why not drop a dime and call? I bet more than likely the explanation can be wrong number given, telephone off, or ringer off, spam filter on emails, (or my favorite explanation...A TOP SECRET MISSION TO SURPRISE YOU!) there are just too many elements at play to automatically assume they are ignoring you or failing at customer service. When most of us have received emails from Lesley all hours of the day and night...many of us can vouch for the customer service being first rate!

I am glad it seems to be resolved and I hope I haven''t offended you or elevated the thread for even more attention.

I am just trying to point out as clear as things often appear, there are always at least one other way to look through a window.

that is...As long as there isn''t a really big purple spotted elephant blocking your view...that is! (I hate when that happens!)

PS...can''t wait to see what treasure you end up with!

Completely agree with this.

Engagements are tricky things, and to try and derail me, my husband told me that WF had some *issues* with my ring that wouldn''t be sorted out for a week. However, at the time, he had just picked it up and had it in his hands at the office. Just be wary of sneaky boyfriends trying to stall.

 

[ckb1986]

HVVS, I wasn''t lying about the 9 times, and my boyfriend didn''t know about pricescope so that is why he preferred to ask them which one they thought was best since they are the experts. As for the whining, I have already said several times that I''m sure it was just a fluke and everything has been fixed. I don''t really understand what being young has to do with anything.

 

[Bella_mezzo]

Just wanted to say I got my pendant from BGD in late Feb. I dealt with Lesley exclusively over email, the service was prompt, the pendant is gorgeous, and I had a very small budget by PS standards (well under $1000). No complaints here at all.

Also, I had contacted them previously about another project via email, I got a better quote from WF and went with WF. So, BGD could easily have thought I was a consumer who wasn''t planning to purchase when I contacted about the pendant. They treated me very nicely over email and responded quickly. I had my pendant in hand two weeks later.

In Dec/Jan when I contacted them for a quote about my earrings they did seem much more rushed.

Long story short, I had a small budget, only used email, and got what I consider to be great customer service and a gorgeous pendant. I

BGD

I also had a great experience with WF (got detailed quotes for 3 potential projects where I ended up not using them and then finally worked with them on my earrings

).

 

[Lula]

Date: 3/19/2010 2:22:05 AM
Author: Firestone

She has even emailed back on her day off.


I just have the attitude that people are spending a lot of money and should get the best quality and customer service. If a vendor can't deliver that, there are plenty of others who will be happy too.

I worked in retail sales throughout my undergraduate years. And it is a tough business. Yes, I believe customers should be treated well by vendors, whether it's a small project or a large 3+ carat stone. However, I draw the line at expecting vendors to e-mail me/call me on holidays, their day off, etc. It is with dismay that I read that poor Lesley has been e-mailing people at all hours of the night. No one can live like that and customers should not expect it. Indentured servitude became illegal several centuries ago.

 

[arjunajane]

I really must add my bit here to say, Lesley is seriously the hardest working person in CS that I have ever known of.
In my experience, she is answering emails constantly, from say 7am to past midnight often. I am in a completely different time zone (Australia), my late night is their early morning the day before etc..very confusing

. But both Brian and Lesley with both my projects would email and call at all hours of their day and night, whenever it was needed.
Yes, sometimes I would need to wait longer than promised I admit - and I am easily one of the most impatient people out there when it comes to my jewellery!
But I never had an email go un-answered.
I bring these things up for those who say "being busy is no excuse" - I think it requires a lil more perspective than that. It''s not an excuse - it''s a reason

I am very glad to hear BGD have hired more CS people, because the simple fact is that their business demand could have been perceived as out-weighing their resources in recent times. I''m sure the new staff will help smooth these kinks out.

However, I also must agree with HVVS that these vendors (not just BG) do get alot of "spam" enquiries that generate from PS often, from people who really have no intention of buying/are just dreaming etc.
If I were a vendor, I would personally use my best judgement to allocate my time to those people I perceive as *real* potential clients, not just tyre-kickers.

 

[arjunajane]

Date: 3/19/2010 10:36:15 AM
Author: sarap333

Date: 3/19/2010 2:22:05 AM

Author: Firestone

She has even emailed back on her day off.



I just have the attitude that people are spending a lot of money and should get the best quality and customer service. If a vendor can''t deliver that, there are plenty of others who will be happy too.

I worked in retail sales throughout my undergraduate years. And it is a tough business. Yes, I believe customers should be treated well by vendors, whether it''s a small project or a large 3+ carat stone. However, I draw the line at expecting vendors to e-mail me/call me on holidays, their day off, etc. It is with dismay that I read that poor Lesley has been e-mailing people at all hours of the night. No one can live like that and customers should not expect it. Indentured servitude became illegal several centuries ago.

yes, agreed Sara!

I often felt guilty about having Lesley or Brian call/email me at such awful hours - but that really has become "normal" for them.
I understand that their clients require the high level of service and attention that they have marketed themselves on and become renowned for on PS. But shouldn''t we also as consumers (humans)

respect these people''s rights to their time off and to take a breather every now and then, right?

 

[Lula]

Date: 3/19/2010 10:48:35 AM
Author: arjunajane

Date: 3/19/2010 10:36:15 AM

Author: sarap333

Date: 3/19/2010 2:22:05 AM


Author: Firestone

She has even emailed back on her day off.




I just have the attitude that people are spending a lot of money and should get the best quality and customer service. If a vendor can't deliver that, there are plenty of others who will be happy too.

I worked in retail sales throughout my undergraduate years. And it is a tough business. Yes, I believe customers should be treated well by vendors, whether it's a small project or a large 3+ carat stone. However, I draw the line at expecting vendors to e-mail me/call me on holidays, their day off, etc. It is with dismay that I read that poor Lesley has been e-mailing people at all hours of the night. No one can live like that and customers should not expect it. Indentured servitude became illegal several centuries ago.

yes, agreed Sara!


I often felt guilty about having Lesley or Brian call/email me at such awful hours - but that really has become 'normal' for them.

I understand that their clients require the high level of service and attention that they have marketed themselves on and become renowned for on PS. But shouldn't we also as consumers (humans)

respect these people's rights to their time off and to take a breather every now and then, right?

Agreed, Arjunajane, some people (like Lesley, apparently) just work that way and they are fine with it. So if a vendor says to me, "that's just the way I prefer to work," then I'm okay with it. But I would never expect it, just because I'm a consumer. We are all human, even the vendors

and downtime is crucial for one's mental health!

 

[Dreamer_D]

My point is that this is not about BGD in my opinion. I have seen threads like this about... Whiteflash... Good Old Gold... Leon Mege... many great Ps vendors. One person complains and then many others jumo on board. Customers are hard to always satisfy, and I think often get unrealistic expectations about CS and about PS vendors because they feel like they *know* them from PS. In a way, PS vendors are like celebrities. But they are people. It is a business transaction. Chill out.

That is my take!

Firestone There are 2-3 vendors I trust based on reading years of feedback on PS. I am sure there are many more who are highly reputable, but I have picky and high standards. There are a couple more who I might work with in the future depending on whether the right project comes up.

 

[Demon]

Date: 3/19/2010 8:11:40 AM
Author: Maggie May
I just wanted to chime in, I had a similar experience with Excel Diamonds. I enquired about an eternity ring, really wanted to purchase from them and they never got back to me. I ended up researching a bit more and some lovely PS''s directed me to ID Jewelery - sent an email and the next day recieved a response - had my gorgeous ring in two weeks. I know the ring from Excel would have been just as lovely but

do they not want the business ???

It all worked out in the end and I will probably never use another jeweler except ID Jewelery

they were fab !

Reminds me .. I should post my ring in ''Show me the ring'' for those lovely PS''s who helped me

I think some emails to Excel end up in their spam for some reason. I was interested in a "W" diamond they had, and sent a couple of emails. Didn''t hear back so I called them, and the customer service from that point was wonderful. So is the diamond, and I would definitely look to them for future purchases.

 

[ckb1986]

OK guys retract the claws. I have said that it was probably a mistake and I don''t want to defend myself because then I would further explain my case (which would seem like further badmouthing BGD) when it is not necessary. I understand that some people may have unreasonable expectations; we did not, but everything worked out in the end.

 

[Lula]

ckb1986, yes, things get heated around here, don''t they? But honestly, we hold our vendors to high standards here, and if new PS members read all the glowing reviews of a particular vendor, and then have an experience that doesn''t measure up, I think it''s good for us as consumers to know that, and it''s also good for the vendor to know, too, so they can address the problem.

 

[Dreamer_D]

Date: 3/19/2010 11:29:10 AM
Author: ckb1986
OK guys retract the claws. I have said that it was probably a mistake and I don''t want to defend myself because then I would further explain my case (which would seem like further badmouthing BGD) when it is not necessary. I understand that some people may have unreasonable expectations; we did not, but everything worked out in the end.

The comments are not necessarily directed at you specifically!

Many people posted in this thread. And one thing ya gotta know about PS is that your will get lots of opinions if you post... well... anything

I''m glad it seems to be working out. I can''t wait to see what you have in the end.

 

[Lula]

Date: 3/18/2010 9:36:41 PM
Author: Firestone
How interesting.


At 8:04:11 PM ckb1986 posts that after one month and 9 calls, no one got back to her BF.


At 8:18:58 PM someone suddenly gets in touch with her bf.

At 8:21:44 PM Lesley posts.

Yes, Firestone, any vendor with a brain sets up a Google alert (takes 5 seconds) so that they receive an e-mail anytime their name is mentioned online. It''s just good image management these days, and not at all nefarious.

 

[Dreamer_D]

Nefarious... good word Sara! Five points.

 

[lightningbug]

Thanks for relaying the message from your boyfriend. It sounds like maybe he''s doing some work behind the scenes for you, which is exciting.

But of course...even if they HAD responded as a direct result of seeing your post, I wouldn''t have a problem with that. If I (a) were a vendor and my livelihood depended (in part) on the goodwill of my customers, and if (b) any one of my customers chose to post about an aspect of their experience with me -- positive or negative, major or minor, consistent or idiosyncratic -- and if (c) literally THOUSANDS of people were able to read about that experience, in a forum in which I had no real power to explain my side of the story, then I''d sure be reading these boards and doing whatever I could--within rational limits--to please those customers. (I also would have a hard time sleeping at night from the stress, but that''s just me.)

By posting on PS with such a visible (and frankly, inflammatory!) subject line that names a particular vendor, you''re bound to get that vendor''s attention, which may even have been one motivating factor behind your post in the first place. I think it''s important to realize that just because these boards are anonymous or semi-anonymous from our ends, they''re very public for the vendors ~ which strikes me as both a blessing and a curse. I''ve never shopped with BGD (or any other PS vendor), but what I''ve taken away from this thread is that they''re providing pretty darned impressive customer service to a large, discerning, and very vocal clientele. They''ve got my respect.

Date: 3/19/2010 8:55:17 AM
Author: ckb1986
Hey guys! Thanks for all the responses! My boyfriend wants me to let everyone know that they actually responded to him a couple of hours before I posted so it wasn''t like they saw my post and then responded to him. Later last night, Brian Gavin himself called to give my boyfriend his selection. I think they mean well but just are really busy!! He was pretty terrified when I told him that Lesley saw my complaint on pricescope. He said ''No take it down they will know it''s me!!'' I told him it''s ok just tell them you have a girlfriend that is nosy and complains too much.

 

[Lula]

Date: 3/19/2010 11:36:46 AM
Author: dreamer_d
Nefarious... good word Sara! Five points.

Thanks, Dreamer.

 

[Firestone]

Date: 3/19/2010 9:02:04 AM
Author: ckb1986
HVVS, I wasn''t lying about the 9 times, and my boyfriend didn''t know about pricescope so that is why he preferred to ask them which one they thought was best since they are the experts. As for the whining, I have already said several times that I''m sure it was just a fluke and everything has been fixed. I don''t really understand what being young has to do with anything.

You had every right to be upset and concerned. It is ridiculous for anyone to suggest that you did anything wrong or was not an informed buyer. The people that know about PS and post here represent a handful of the people in the real world. When a customer has a question they have every right to contact the vendor and expect a prompt answer. No one should have to rely on the opinions of people on PS to base their purchasing decisions.

Contacting a vendor 9 separate times and not getting a response is unacceptable. Nothing anyone says here can make that acceptable. I personally feel anyone who accepts that kind of treatment from a vendor is a fool. It is outrageous for anyone to doubt what you said or to suggest that your bf did not properly communicate.

I wish you luck in your purchase.

 

[Firestone]

Date: 3/19/2010 10:36:15 AM
Author: sarap333

Date: 3/19/2010 2:22:05 AM

Author: Firestone

She has even emailed back on her day off.



I just have the attitude that people are spending a lot of money and should get the best quality and customer service. If a vendor can''t deliver that, there are plenty of others who will be happy too.

I worked in retail sales throughout my undergraduate years. And it is a tough business. Yes, I believe customers should be treated well by vendors, whether it''s a small project or a large 3+ carat stone. However, I draw the line at expecting vendors to e-mail me/call me on holidays, their day off, etc. It is with dismay that I read that poor Lesley has been e-mailing people at all hours of the night. No one can live like that and customers should not expect it. Indentured servitude became illegal several centuries ago.

I never suggested that I expected a vendor to respond on their day off. I was just giving an example of a very responsive vendor.

The other vendors I referred to about my shank questions were PS vendors and they were very professional and responsive.

LOL! Indentured servitude??? Let''s keep it real. No one is asking for a vendor to work 24/7. Responding in a timely manner to inquiries is not indentured servitude. Its good business practice.

 

[canuk-gal]

HI:

Perhaps they are experiencing growing pains. I know it is frustrating, but I''d give them the benefit of the doubt--and in the end you''ll likely find them well worth any "challenges" you experienced.

cheers--Sharon

 

[Clairitek]

Date: 3/19/2010 11:29:10 AM
Author: ckb1986
OK guys retract the claws. I have said that it was probably a mistake and I don''t want to defend myself because then I would further explain my case (which would seem like further badmouthing BGD) when it is not necessary. I understand that some people may have unreasonable expectations; we did not, but everything worked out in the end.

I''m glad your boyfriend stuck it out ckb and that it has worked out. I am one of those PSers who had really great service with BGD and I was only purchasing a tiny $430 diamond! The way Lesley made me feel was as if I were buying a 2 carat honker. I hope you love your ring! MWM is one of my favorite designers. If I ever reset, I hope it is into one of his settings.

 

[snuggles1]

Date: 3/19/2010 1:23:14 AM
Author: dreamer_d
As a note to consumers, I have noticed that many PS vendors do not reply to e-mails as quickly as they will respond to phone calls. The reason? Many many people are just idly curious and will send e-mails. For people who are genuinely interested in buying a diamond, they will usually call. So just because it is an internet vendor, do not assume that they will carry out an entire transaction via e-mail. A five minute phone call can answer all your questions and will take five minutes, whereas it could take 10 back and forth e-mails to solve a given issue.


I have noticed that the types of complaints that posters are making here are actually very common on PS. I have seen them levelled at most respected PS vendors. The cause in most cases is a consumer being hesitant to make a phone call. Pick up the phone people!

I have also noticed that every consumer has a different buying style. For some that will mesh better with Vendor A, for some with Vendor B. No company or person is perfect. And complaints levelled at the company directly usually will be solved. If you don''t tell them directly, they cannot help you!

"For people who are genuinely interested in buying a diamond, they will usually call. So just because it is an internet vendor, do not assume that they will carry out an entire transaction via e-mail."

Good point, however don''t forget we''re all in different time zones and have different work schedules. I have to take time off in the middle of my workday to make a purchase on the East Coast over the phone, but that is ONLY if something doesn''t come up at work. This is where the convenience of doing all the transactions online is a huge convenience. I can sneak in a few emails here and there and plug in credit card numbers and it''s DONE! Plus for some as someone mentioned, there are different types of shoppers. I tend to prefer getting it all done over a written, emailed transaction as it saves me time. I know some like the phone conversation, but frankly with my life so hectic as it is, I have to pick and choose the conversations I have throughout the day. Some days I have more time than others, and some I have no time to even eat!

 

[Firestone]

Date: 3/19/2010 2:26:28 PM
Author: snuggles1

Date: 3/19/2010 1:23:14 AM

Author: dreamer_d

As a note to consumers, I have noticed that many PS vendors do not reply to e-mails as quickly as they will respond to phone calls. The reason? Many many people are just idly curious and will send e-mails. For people who are genuinely interested in buying a diamond, they will usually call. So just because it is an internet vendor, do not assume that they will carry out an entire transaction via e-mail. A five minute phone call can answer all your questions and will take five minutes, whereas it could take 10 back and forth e-mails to solve a given issue.



I have noticed that the types of complaints that posters are making here are actually very common on PS. I have seen them levelled at most respected PS vendors. The cause in most cases is a consumer being hesitant to make a phone call. Pick up the phone people!

I have also noticed that every consumer has a different buying style. For some that will mesh better with Vendor A, for some with Vendor B. No company or person is perfect. And complaints levelled at the company directly usually will be solved. If you don''t tell them directly, they cannot help you!

''For people who are genuinely interested in buying a diamond, they will usually call. So just because it is an internet vendor, do not assume that they will carry out an entire transaction via e-mail.''


Good point, however don''t forget we''re all in different time zones and have different work schedules. I have to take time off in the middle of my workday to make a purchase on the East Coast over the phone, but that is ONLY if something doesn''t come up at work. This is where the convenience of doing all the transactions online is a huge convenience. I can sneak in a few emails here and there and plug in credit card numbers and it''s DONE! Plus for some as someone mentioned, there are different types of shoppers. I tend to prefer getting it all done over a written, emailed transaction as it saves me time. I know some like the phone conversation, but frankly with my life so hectic as it is, I have to pick and choose the conversations I have throughout the day. Some days I have more time than others, and some I have no time to even eat!

Excellent points. I think this current generation is very internet savvy. Younger people text, email and make online purchases. Its a way of life. Us consumers are multitasking and are used to communicating in other ways other than telephone and snail mail. More and more people are very comfortable making big and small internet purchases and communicating with vendors via email.

Regardless of the type of vendor, there is an expectation that an online vendor will promptly respond to email or online purchasing. If a vendor doesn''t intend on promptly responding to email then the vendor should not encourage people to contact them via email. If a vendor is too busy to promptly respond to email or phone calls, that is their problem and they should invest in more staff.

 

[Sizzle]

Well you can''t please all of the people all of the time, but I hope everything works out for anyone who''s ever had problems. Lesley and Brian have been fabulous to me, and I''m having a custom mount made as I type. I have had occaision to speak directly with Lesley and Brian both (and while I was starstruck), they were both very down to earth and made me feel like I was sitting in their living room. It''s hard when something doesn''t meet your expectations, but perhaps NOTHING but perfection would and no ones perfect. I dont'' think it''s the fact that people make mistakes, it''s how they handle those mistakes. BGD seems to be stepping up to accomodate, and I don''t think you could really ask for me more than that. Good Luck.

 

[Maisie]

Date: 3/19/2010 2:47:34 PM
Author: Firestone


Excellent points. I think this current generation is very internet savvy. Younger people text, email and make online purchases. Its a way of life. Us consumers are multitasking and are used to communicating in other ways other than telephone and snail mail. More and more people are very comfortable making big and small internet purchases and communicating with vendors via email.

Regardless of the type of vendor, there is an expectation that an online vendor will promptly respond to email or online purchasing. If a vendor doesn''t intend on promptly responding to email then the vendor should not encourage people to contact them via email. If a vendor is too busy to promptly respond to email or phone calls, that is their problem and they should invest in more staff.

What would you say is a reasonable time frame in which to respond to an email?

 

[Dreamer_D]

Date: 3/19/2010 2:47:34 PM
Author: Firestone

Date: 3/19/2010 2:26:28 PM
Author: snuggles1

Date: 3/19/2010 1:23:14 AM

Author: dreamer_d

As a note to consumers, I have noticed that many PS vendors do not reply to e-mails as quickly as they will respond to phone calls. The reason? Many many people are just idly curious and will send e-mails. For people who are genuinely interested in buying a diamond, they will usually call. So just because it is an internet vendor, do not assume that they will carry out an entire transaction via e-mail. A five minute phone call can answer all your questions and will take five minutes, whereas it could take 10 back and forth e-mails to solve a given issue.



I have noticed that the types of complaints that posters are making here are actually very common on PS. I have seen them levelled at most respected PS vendors. The cause in most cases is a consumer being hesitant to make a phone call. Pick up the phone people!

I have also noticed that every consumer has a different buying style. For some that will mesh better with Vendor A, for some with Vendor B. No company or person is perfect. And complaints levelled at the company directly usually will be solved. If you don't tell them directly, they cannot help you!

'For people who are genuinely interested in buying a diamond, they will usually call. So just because it is an internet vendor, do not assume that they will carry out an entire transaction via e-mail.'


Good point, however don't forget we're all in different time zones and have different work schedules. I have to take time off in the middle of my workday to make a purchase on the East Coast over the phone, but that is ONLY if something doesn't come up at work. This is where the convenience of doing all the transactions online is a huge convenience. I can sneak in a few emails here and there and plug in credit card numbers and it's DONE! Plus for some as someone mentioned, there are different types of shoppers. I tend to prefer getting it all done over a written, emailed transaction as it saves me time. I know some like the phone conversation, but frankly with my life so hectic as it is, I have to pick and choose the conversations I have throughout the day. Some days I have more time than others, and some I have no time to even eat!

Excellent points. I think this current generation is very internet savvy. Younger people text, email and make online purchases. Its a way of life. Us consumers are multitasking and are used to communicating in other ways other than telephone and snail mail. More and more people are very comfortable making big and small internet purchases and communicating with vendors via email.

Regardless of the type of vendor, there is an expectation that an online vendor will promptly respond to email or online purchasing. If a vendor doesn't intend on promptly responding to email then the vendor should not encourage people to contact them via email. If a vendor is too busy to promptly respond to email or phone calls, that is their problem and they should invest in more staff.

And consumers are free to work with any vendor they like who suites their needs.

And Firestone... lets not blow the whole thing out of proportion shall we? We know only part of the story for any of these stories.

 

[Firestone]

Date: 3/19/2010 3:01:31 PM
Author: Maisie

Date: 3/19/2010 2:47:34 PM

Author: Firestone



Excellent points. I think this current generation is very internet savvy. Younger people text, email and make online purchases. Its a way of life. Us consumers are multitasking and are used to communicating in other ways other than telephone and snail mail. More and more people are very comfortable making big and small internet purchases and communicating with vendors via email.


Regardless of the type of vendor, there is an expectation that an online vendor will promptly respond to email or online purchasing. If a vendor doesn''t intend on promptly responding to email then the vendor should not encourage people to contact them via email. If a vendor is too busy to promptly respond to email or phone calls, that is their problem and they should invest in more staff.

What would you say is a reasonable time frame in which to respond to an email?

24 business hours. An email sent Monday should be responded to by Tuesday. An email sent Friday should be responded to on Monday.