View Full Version : Poll - reply to my email Mr hi-fi dealer
julesd68
15-02-2013, 21:29
OK boyz and girlz here's the question du jour -
You send an email to a hi-fi dealer asking for further details on an item that they have advertised as for sale on their website. When would you expect them to get back to you? :eyebrows:
Same day if they are serious
Two to three max
And if they not moved into this century perhaps a year
Audio Al
15-02-2013, 21:33
I have had mixed response
I find its easier to phone then ask for details to be emailed
julesd68
15-02-2013, 21:33
Sorry guys you jumped the gun - my poll wasn't ready - your votes are ready to be counted now. :D
Mr Kipling
15-02-2013, 21:44
Julian, Iv'e reached the stage where I take the Zen-Buddist approach to life:
Expext - NOTHING!
I voted 2-4 days but really I would say 2 working days. More than that then it is obviously a hobby rather than a business.
Dingdong
15-02-2013, 22:10
It all depends.
jandl100
15-02-2013, 22:47
Same day is unrealistic - they may have full customer commitments already - why should they drop them to serve someone who can't be arsed to pick up a phone themselves?
If you want same day, use the phone.
2-4 days is fine - any longer and they aren't serious - or didn't think you were.
If it was to be any longer an auto 'out of office' response would be appropriate.
It all depends.
If it's a Tuesday.
Marco.
depends . enquiry , do you know etc, they might , just might , have their search as we do , "selected to buy"you never know , search engines gets rid of the rubbish , no offence intented of course
Dingdong
15-02-2013, 23:11
If it's a Tuesday.
Marco.
And whether it's a dumbass question. And a million other things. I have no opinion without more information.
Same day is unrealistic - they may have full customer commitments already - why should they drop them to serve someone who can't be arsed to pick up a phone themselves?
If you want same day, use the phone.
2-4 days is fine - any longer and they aren't serious - or didn't think you were.
If it was to be any longer an auto 'out of office' response would be appropriate.
Agreed. In some cases, an e-mail address is all you will have, however the phone number will usually be included in the reply.
Wherever possible use the phone - it is always much better to speak to a human being: you are able to impart your query more easily, and from their reply you can get a much better impression as to how helpful they are.
Wakefield Turntables
15-02-2013, 23:16
Same day. A call back just to say that they have your message is good enough for me, arranging a time and day when they can call back is even better. :cool:
julesd68
16-02-2013, 00:24
Same day is unrealistic - they may have full customer commitments already - why should they drop them to serve someone who can't be arsed to pick up a phone themselves?
If you want same day, use the phone.
2-4 days is fine - any longer and they aren't serious - or didn't think you were.
If it was to be any longer an auto 'out of office' response would be appropriate.
That's a tad judgemental. Since when is sending an email about not being arsed to pick up a phone? :scratch:
And are these dealers so busy that they have to make an intuitive judgement each time they get an enquiry as to whether it's serious or not?
Can't be good business practice as that customer will surely look elsewhere the next time.
julesd68
16-02-2013, 00:27
And whether it's a dumbass question. And a million other things. I have no opinion without more information.
No probs that's your prerogative. What info do you think you might need?
At the very least the business should have an 'auto response' feature to acknowledge receipt of emails. Any more than two days is enough to put me off bothering again. I have even had this problem from a business which is much closer to home, metaphorically speaking :eyebrows:
Like all things in life ... some do, some don't .... some will, some won't ...
But, over the last few years, I can name three dealers who have lost big sales to me because of this issue. One is currently ongoing ... I'm actually getting worried he might have died! Simple things like telling you that they are going on holiday for a fortnight also would help. I guess from their perspective, they are looking for hassle-free sales, and if you start to look like a tyre-kicker or time waster, well there's always another customer ... stuff always sells eventually, doesn't it? I must say though, that I have rarely had poor response experiences with other types of retailers, but get it far too regularly with hifi ones.
jandl100
16-02-2013, 07:55
And are these dealers so busy that they have to make an intuitive judgement each time they get an enquiry as to whether it's serious or not?
Yes !! - or at least the best ones are.
It's called running a business -- and recognising the tyre-kickers early, before you've wasted too much of your precious time on them, can be crucial to success. :)
And let's face it, in this hobby there are a lot of tyre kickers. :lol:
-- but, OK, less jokingly, you usually need a round of communications before you get a feel for how serious the original email was. A phone call really is much better, and more efficient for both parties - it shows a more serious level of intent, imho.
A phone call really is much better, and more efficient for both parties - it shows a more serious level of intent, imho.
Ah, that's why they don't answer emails, too busy gabbing on the phone for hours. Whether they like it or not, business is done by emails nowadays. My experiences of phoning dealers (at their insistence), is that a simple enquiry often takes way longer verbally than if done electronically. I get around 70 emails a day at work, which take less than an hour to deal with .. imagine if I had to phone them all?
hifi_dave
16-02-2013, 10:37
Sometimes I reply within minutes but it depends what I'm doing. I always reply to e-mails the same day though.
The phone is more difficult for me because it only rings a few times then goes to voice mail, so I don't always hear it if the music is blasting out.
sq225917
16-02-2013, 10:44
Auto-response within 5 minutes and a written response or a call during the next working day. Anything else just shows it's amateur hour at their shop.
The Black Adder
16-02-2013, 10:45
I got this from a dealer once, it took 3 days....
'No!'
hoopsontoast
16-02-2013, 10:46
Having worked in a hifi shop, I would say if you are serious, you phone. You would not believe how many emails from tyre kickers you get.
Remember that some dealers will be a one-man-band and others could have 5+ staff so it really depends on the specific dealer in regards to the response time.
You would also be supprised how long it takes to help people in the shop.
Dealers also have deliveries to make, as well as deliveries to the shop, actually running a business not just sitting around all day drinking tea listening to music.
Surely it depends on the query though - I'd email to double-check they have something on demo, for instance, then 'phone to make an appointment to listen. Whether we like it or not, email is the main form of communication these days and IMO you should try and respond in a timely fashion, even if it is just a "holding pattern" so at least the customer knows you are on it. Nothing to do with hifi - just common sense and something any business should do.
Personally speaking, I answer all emails from customers the same day, even if that means me working late into the evening (which is more often than not).
Customer service is the main thing that differentiates a good dealer from a great dealer and a poor dealer from a good dealer.
I do believe that many enthusiasts genuinely care about the whole buying and after sales experience more than whether they got "x" a few quid cheaper than if they'd gone elsewhere. I, for one, never, ever return to anyone, be that buying hifi, cars or toothpicks, if the customer service is poor.
Not saying that waiting a few days for an e:mailed response is poor; but getting one the same day can instil confidence and helps build trust. How that is achieved with busy dealerships is down to the dealer to administrate.
Bottom line is that good customer service involves and investment of time and administration, and whether that costs extra or not may be irrelevant to the customer.
Spot on Paul... :respect:
sq225917
16-02-2013, 18:43
Paul, has it spot on, I wouldn't ask if I'm not interested and if you don't reply in 24 hours then it just shows you aren't interested in my business. I couldn't care less about cheapest what is important for me is in stock availability.
Rare Bird
16-02-2013, 19:09
If i mail early in the morning i expect a responce by closing that day, if i mail later on i expect a reply the next day. If they don't i move on to someon else.
I could'nt careless if it's a one man band or if they are busy, not my problem.
One of my pet hates is innefficiency.
If i were running a buisness like that i would have a laptop behind the desk on all day.
julesd68
16-02-2013, 20:35
Hmm - I wonder why Paul is getting masses of good customer feedback? :scratch:
Could it be possibly be because he has got his customer service spot on? :doh:
It's not just the products you have, it's how you sell them, innit ...
If i mail early in the morning i expect a responce by closing that day, if i mail later on i expect a reply the next day. If they don't i move on to someon else.
I could'nt careless if it's a one man band or if they are busy, not my problem.
One of my pet hates is innefficiency.
If i were running a buisness like that i would have a laptop behind the desk on all day.
+1! :exactly:
Marco.
julesd68
16-02-2013, 20:56
Of course the presupposition in my question is that you do indeed get an answer at all!
Two dealers I contacted this week, one big (and well-known), one very small (and well-known) just couldn't be bothered. I was enquiring about a pricey item but in my book this doesn't matter a jot - even if I'm asking about a turntable belt I still expecting a frickin' answer. :mental:
Thankfully these chumps are an exception to the many conscientious dealers out there in hi-fi land that we know and love.
zygote23
16-02-2013, 21:01
If you show an email address on your website you can expect to be emailed. I expect a response by close of day if not quicker. No response = no business.
I am the customer and I'll ask as many questions as I deem necessary and I'll kick the tyres till I know I'm getting what I want.
If you are helpful, courteous and understanding you will get my business.
If you are over enthusiastically trying to dissuade me from my line of enquiry in order to sell me the latest 'big thing' or wonder 'unobtanium Z' cable I'll end up taking the piss.
Many folks now have a smart phone and can answer emails on the fly even if it's a short note to say you will follow up or an auto thank you.
Of course the presupposition in my question is that you do indeed get an answer at all!
Two dealers I contacted this week, one big (and well-known), one very small (and well-known) just couldn't be bothered. I was enquiring about a pricey item but in my book this doesn't matter a jot - even if I'm asking about a turntable belt I still expecting a frickin' answer. :mental:
Thankfully these chumps are an exception to the many conscientious dealers out there in hi-fi land that we know and love.
Julian, I think you should name and shame. I'm all for giving praise when it's due, but fuckwittery should also be acknowledged!
So who are these apathetic dealers of whom you speak? :)
Marco.
If i were running a business like that I would have a laptop behind the desk on all day.
I'd say that was a given, particularly if you are a one man band as any opportunity to make a sale might mean the difference between staying in business or having to close the doors next month... :cool:
julesd68
16-02-2013, 21:17
Julian, I think you should name and shame. I'm all for giving praise when it's due, but fuckwittery should also be acknowledged!
So who are these apathetic dealers of whom you speak? :)
I dunno if I should dude.
Don't want to be the guy that dishes the dirt only to find out that something heinous has happened to them or something!!
And then, knowing my luck, their uncle will be a forum leader or some such like .. :lol:
Well, here's the thing... If you name them, we'll give the dealers in question an opportunity to answer/redeem themselves, especially if they are part of our trade membership.
If they aren't members of AoS, then I'll contact them directly and make them aware of this thread - and we'll see what their reaction is... :)
If they're experiencing difficulties, then we'll bear that in mind and make allowances, but most importantly, other potential customers, who may have experienced a similar thing, will be made aware of the situation, and so can also make the necessary allowances.
In either case, let's ensure that this thread generates some sort of a positive outcome! :cool:
Marco.
Maybe I have my serious hat on but if someone doesn't respond to my email I don't bother dealing with them.
It's unforgiveable in business and last time I looked a hifi dealership was a business.
As for tyre kicking who knows who are good and who are timewasters unless they try and deal with a customer? Those who think otherwise clearly have never been in sales.
Regards,
Steve
zygote23
17-02-2013, 19:16
Maybe I have my serious hat on but if someone doesn't respond to my email I don't bother dealing with them.
It's unforgiveable in business and last time I looked a hifi dealership was a business.
As for tyre kicking who knows who are good and who are timewasters unless they try and deal with a customer? Those who think otherwise clearly have never been in sales.
Regards,
Steve
Well said that man.
Another thing that really grinds my gears is lack of pricing on a website. It just drives me crackers to see a dealer post up in the dealer section of a forum something that looks interesting or a link to their 'product + reviews' only to discover a rather lazy web page, no details and no prices.
And another thing......If you are a dealer putting up a list of items on a forum FFS stop putting SOLD in bold beside them.....just edit the bloody list so they do not show! It's not rocket science. Whats the point in javing a friggin long list of items that have all been sold....If they are no longer available then unlist them.
RAAAAAGE!
Aaaand breathe!
Well said that man.
Another thing that really grinds my gears is lack of pricing on a website. It just drives me crackers to see a dealer post up in the dealer section of a forum something that looks interesting or a link to their 'product + reviews' only to discover a rather lazy web page, no details and no prices.
And another thing......If you are a dealer putting up a list of items on a forum FFS stop putting SOLD in bold beside them.....just edit the bloody list so they do not show! It's not rocket science. Whats the point in javing a friggin long list of items that have all been sold....If they are no longer available then unlist them.
RAAAAAGE!
Aaaand breathe!
+1 on all points ;)
julesd68
17-02-2013, 21:50
let's ensure that this thread generates some sort of a positive outcome!
Marco, the positive for me is an even better appreciation of the officers and gentlemen like Paul and Hi-Fi Dave. These kind of guys are very giving with their time, and will always help you out with considered advice at any point. I have four or five dealers that I can rely on and will always go to first wherever possible. Anyone else is going to have to earn the right to take my money by treating me with civility and honesty. As for the wankers who have ignored my inquiries, well they simply get taken off my database of dealers whose stock I keep an eye on. Job done.
Marco, the positive for me is an even better appreciation of the officers and gentlemen like Paul and Hi-Fi Dave. These kind of guys are very giving with their time, and will always help you out with considered advice at any point. I have four or five dealers that I can rely on and will always go to first wherever possible. Anyone else is going to have to earn the right to take my money by treating me with civility and honesty. As for the wankers who have ignored my inquiries, well they simply get taken off my database of dealers whose stock I keep an eye on. Job done.
Thank you for your kind words Julian, and always happy to help anyone out with help and advice if I can...it's freely given and gladly so.
I've seen other threads where people complain that the dealer wouldn't spend enough time with them demoing stuff and praise the dealer that spent 2 hours just listening to CDs. Now he's supposed to be behind a desk all day with a laptop open.
I would say that every man (and woman) has the right to take life at their own pace.
If they wish to rush around answering every contact within proverbial 3 rings or spend a few hours chatting with someone they're collecting gear from, away from ringing telephone and flashing email alerts that's their prerogative.
You find the dealer that suits your way of life. There's no need to tell others that your way is the correct way. Nor pressure dealers to do things your way (by naming and "shaming" anyone who does things differently).
Personally I'd prefer a more relaxed dealing and not care for the time taken to get back to me as long as it doesn't cause the item to be sold to someone more demanding of attention..
As for the wankers who have ignored my inquiries, well they simply get taken off my database of dealers whose stock I keep an eye on. Job done.
Is that cutting your nose off to spite your face?
If you're looking at used gear, you're just limiting yourself. What if the "wankers" get all your dream gear in and sell at low prices whilst they're off your database?
I say chill out and adapt yourself, be flexible in life and adjust to each situation as appropriate.
Then again, they say (when talking about innovation) that unreasonable men change the world to suit themselves rather than change themselves to suit the world. Just not sure it does anything in this situation other than wind yourself up.
Is that cutting your nose off to spite your face?
If you're looking at used gear, you're just limiting yourself. What if the "wankers" get all your dream gear in and sell at low prices whilst they're off your database?
I say chill out and adapt yourself, be flexible in life and adjust to each situation as appropriate.
It must be great, Nat, to be such a laidback and tolerant person...? ;)
Personally, I fully understand and appreciate Julian's frustration. Also, how are you supposed to know what a dealer's lack of response is due to? None of us are mind-readers!
You read a dealer's website, see something you want to buy, make an enquiry about buying said item, and essentially are ignored. I can pretty much guarantee you that the dealers in question still won't have replied (perhaps Julian could confirm this?) since him starting this thread, so exactly how much time do you give these lazy 'can't be arsed' individuals to respond to their emails??
Nope, I'm afraid that life's too short to deal with ignorant tossers, so you simply bypass them in future, and avoid the frustration and grief of being ignored and treated so discourteously, and give your business to someone who deserves it. Simples!
Marco.
To be honest I don't limit my approach to just hifi dealers, any online vendor who can't be arsed answering any queries I might have about a product will not receive my custom. I trade on ebay and I make a point of answering any customer queries the day I receive them, and more often than not within a couple of hours of the posting.
Rare Bird
18-02-2013, 10:03
+1 Dave I hate it when people don't answer questions on auction, listing & an item & walking away till it finishes is not the attitude.
To be honest I don't limit my approach to just hifi dealers, any online vendor who can't be arsed answering any queries I might have about a product will not receive my custom. I trade on ebay and I make a point of answering any customer queries the day I receive them, and more often than not within a couple of hours of the posting.
Absolutely - and I do the same. There is simply no valid excuse for anything else! I have no time for apathy or ineptitude - and I say that as someone who runs my own business, so when I mention the importance of efficiency, I practice what I preach.
Marco.
Rare Bird
18-02-2013, 10:12
The top & bottom of it is you are the potential customer with money that is good enough to spend elsewhere, you owe no one a living so it matters not to you where it gets spent. If a dealer wants to run a buisness in a blasé manner then good look to them. If it were my buisness i would be at anyones beck & call.
One of the best dealers ive seen for some time has to be Hi-Fi Dave. Ive not dealt with him but i get the impression he's a very efficient, friendly dealer. Why not get in touch see if he can help with what you want Julian.
julesd68
18-02-2013, 10:17
Is that cutting your nose off to spite your face?
If you're looking at used gear, you're just limiting yourself. What if the "wankers" get all your dream gear in and sell at low prices whilst they're off your database?
Absolutely not. Poor customer service at such an early point of a deal gives me zero confidence that they will behave any better later on - what if there's a problem with the gear? It turns a purchase into a gamble and I just can't afford to do that with my money.
So, Julian, out of interest, have you received any reply from the dealers in question since posting on here (also what date were the original emails you sent)?
Marco.
Audioman
18-02-2013, 10:48
This doesn't just apply to hi-fi dealers and is probably a bigger problem in larger organisations. It's usually worse when you have just bought something expensive and have a problem. Emailing often is not the best way to deal with it as people believe it or not don't read their emails. The usual excuse being 'I get so many I can't read em all'
Best thing is to ring and establish the person who is employed specifically to deal with your query. Usually they 'aren't in or on the phone'. Get their personal email address from the person you are speaking to. Then keep mailing them (twice a day) marking it urgent. This in most cases triggers their interest and they begin to take you seriously.
Paul.
Emailing often is not the best way to deal with it as people believe it or not don't read their emails.
That might be an excuse applicable to private individuals, but not for companies running on-line businesses... If you set up a website offering goods for sale (or even trade on ebay), then expect to be contacted by potential customers, via email, and make sure that you're 'switched on' enough to deal efficiently with the ensuing enquiries.
There's an old saying in business: 'You don't get a second chance to make a first impression'. Some on-line traders should take note!!
However, returning to the subject of emails, if given the opportunity to use a phone, I’ll always do so, as I hate sitting typing stuff on a computer when I can be talking to a human being instead. Trouble is, contact phone numbers aren't always provided.
Marco.
julesd68
18-02-2013, 17:12
So, Julian, out of interest, have you received any reply from the dealers in question since posting on here (also what date were the original emails you sent)?
Marco.
Nothing back - sent emails last week but not sure what day as I'm away from home for a few days ...
istari_knight
18-02-2013, 18:35
After the obnoxious/plain rude service I've received from some dealers I would have preferred them not to reply in hindsight :lol:
In other words, it may be a blessing in disguise ;)
Nothing back - sent emails last week but not sure what day as I'm away from home for a few days ...
So, for over a week none of the dealers you contacted have had the courtesy to get back to you? For me, that says it all!
Marco.
julesd68
19-02-2013, 13:25
Indeed Marco.
And so it continues. Was perusing a London dealers website on Sunday and saw some very interesting looking tonearms that I've never seen before - looked a great visual match for the Source at least. The website clearly said - phone or email for prices. So I did just that and sent an email to see if they might be within budget. I wonder when I'll be getting an answer ...
What really annoys me is when these idiots finally go bust and take their business into receivership or liquidation (usually stiffing it to their unpaid suppliers in the process) they will then blame it on 'the recession' or 'the government' or complain that 'non-one is buying hi-fi anymore'. Anything to excuse the fact that they are lazy or incompetent and just expect to make money for doing nothing. I suspect the reason a lot of them became hi-fi dealers is because they are either unemployable or simply can't be arsed to get out of bed in the mornings.
I would say that a large majority of sales from my cables business resulted from replying to emails within one working hour during the day and within 4 hours in the evenings and at weekends. So many of my customers said to me they had sent emails of to other companies and have never got a reply, or they got a soppy sales autoresponder response urging them to spend more money than their query asked for, or didn't answer the query specifically enough. To be honest I preferred email contact because it enabled me to time shift within the evening 4 hour slots rather than being available to speak on the phone, which could be quite lengthy and protracted at times when talking about hi-fi :eyebrows:
I do get the feeling though that in general the internet and emails can be a great way of NOT communicating with real live people these days :-(
I would say that a large majority of sales from my cables business resulted from replying to emails within one working hour during the day and within 4 hours in the evenings and at weekends. So many of my customers said to me they had sent emails of to other companies and have never got a reply, or they got a soppy sales autoresponder response urging them to spend more money than their query asked for, or didn't answer the query specifically enough. To be honest I preferred email contact because it enabled me to time shift within the evening 4 hour slots rather than being available to speak on the phone, which could be quite lengthy and protracted at times when talking about hi-fi :eyebrows:
I do get the feeling though that in general the internet and emails can be a great way of NOT communicating with real live people these days :-(
Ditto. It' a similar story or me and there seems to be a growing momentum of customers who value the customer service side of things far more than whether they think they're getting the best deals. Interestingly, I've had numerous comments about why they come to companies like my own and here I hope I don't embarrass other dealers by quoting what a recent customer told me:
"I've come to you because I think that the customer service and quality that you and a few other dealers like Mark Grant and the Missing link provide combined with decent products make it a no-brainer"
That's not the first time that someone has mentioned Mark in this light either and I'm not afraid to highlight Mark's praises as well even though a competitor, because customers deserve to be treated with respect and given the service that ultimately they pay for. I'm just humbled that RFC seems to be viewed in a similar light.
It' a similar story or me and there seems to be a growing momentum of customers who value the customer service side of things far more than whether they think they're getting the best deals.
Indeed - I just wish more people would focus on what *should* matter most (quality customer service and back-up), not just the cheapest price!! It's folk who are obsessed with the latter that ultimately drive down standards for everyone else... :rolleyes:
Anyway, thanks for sharing that story with us. You certainly deserve the praise, as indeed does Mark! :)
Marco.
my own view is within 24hrs (Mon-Fri) is acceptable anything else is not. But that wasn't an option so I didn't vote.
However I would qualify that it would depend on the nature of the enquiry. ie if the enquiry was "will you take £100 for the amp you have advertised at £1,000" or something equally stupid I wouldn't expect them to reply EVER.
I also accept that phoning is a better option. However not everyone has the opportunity to easily phone during the day and an evening email is often a better faster option.
hifinutt
20-02-2013, 22:53
sadly i find emails rarely elicit a response except from a few. i suspect they end up in spam so are an unreliable form of communication
It must be great, Nat, to be such a laidback and tolerant person...? ;)
Well... I don't know any different I guess, so hard to say. I read threads like this though and think how stressful people make life for themselves.
Personally, I fully understand and appreciate Julian's frustration. Also, how are you supposed to know what a dealer's lack of response is due to? None of us are mind-readers!
Exactly, you don't know. The honest, open response to that is tumbleweed, a void of knowledge, no reaction. I guess I'm talking Transactional Analysis here (a psychiatric theraputic analysis) in terms of 'honest' and 'open', not coloquial, societal use of honest and openness.
So how does this lack of knowledge turn into anything emotional like anger, frustration? It comes from within, the ego ; "This person is showing disrespect!", "How dare they ignore ME", "How can they not want MY business?" - These fill the gap, the void and probably fill any void and gap in one's knowledge or understanding of other people if you have that propensity, that leaning.
I'm in no way immune to it but I tend more to think that it's not personal and that they don't want to work much or that they're busy or simply not organised. If I catch myself getting angry or frustrated by it then I remind myself that I know nothing.
In many many cases like this (not dealers as I hardly buy from dealers) all works out equally well otherwise as I see something else I want soon enough and luckly now have the money available for that instead! No need to get bogged down on the one item..
You read a dealer's website, see something you want to buy, make an enquiry about buying said item, and essentially are ignored. I can pretty much guarantee you that the dealers in question still won't have replied (perhaps Julian could confirm this?) since him starting this thread, so exactly how much time do you give these lazy 'can't be arsed' individuals to respond to their emails??
Nope, I'm afraid that life's too short to deal with ignorant tossers, so you simply bypass them in future, and avoid the frustration and grief of being ignored and treated so discourteously, and give your business to someone who deserves it. Simples!
Marco.
Quite, life's too short so why get all het up about it? Move on..
Where's the frustration and grief from being ignored (different if it's a social situation of course, but not by email)? Why is your business so wonderful that people are blessed when you give it to them, oh lord? Can you see, when you take a step back it reads a little :mental:
I'm sure if a dealer wants more business because they don't have as much as they want they will be sitting by the phone and jumping on emails soon enough! Begrudgingly perhaps..
Of course find the dealer who suits you, if you want attentiveness then there are plenty who will give you that like those being congratulated on this thread (and the other one of Jules' ).
A small anecdote, when my father was a manager for a UK office of an IT company, he would be on the phone all day long. He'd rarely get a chance to reply to emails so he started on the replies from about 7pm till 10pm and get back home at 11.30pm (I worked there too) Than back by 9am to start the day again. He won awards for sales volume, customers praised his extra effort etc etc. But who wants to work 9am - 11.30pm every day?
Phone calls can take so much time that emails take a back burner. If you're then a dealer who has to be out and about, installations etc etc but don't want to hire extra staff and your driving then an email should be expected to be the worse form of contact.
They are not slaves to anyone, how much time they want to spend working and how much time with their families is up to them.
That considered, I'd say Jules isn't making enough effort if he hasn't bothered phoning (in order to make a point).
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