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In Reply to: RE: Ordering from Magnepan, lol if it wasn't sad posted by Les Anderson on December 19, 2016 at 18:50:23
Wendell called this evening to say that he'd seen the thread, and wanted to respond. Here's his statement:"Instead of online ordering, Magnepan has made a change in a different direction. All orders, no matter how small, require that Wendell first consult with the customer to be sure that it is a good fit and will meet the customer's expectations. Magnepan's business relies on customer satisfaction and referrals. This new policy is more labor-intensive, but as a result, the level of customer satisfaction has increased and returns have decreased.
"Magnepan has a crisis in our service department. Our new service manager has been in the hospital with a serious illness. Employees in other departments are trying their best to take up the slack, but it is a struggle. Magnepan asks for your patience while we fill this position.
"If you get voice mail in other departments, you will get a return phone call. In an ideal world, you would never get voice mail at Magnepan. But, we have a small staff and sometimes we are all on the phone."
Edits: 12/20/16 12/20/16Follow Ups:
"Magnepan has a crisis in our service department. Our new service manager has been in the hospital with a serious illness. Employees in other departments are trying their best to take up the slack, but it is a struggle. Magnepan asks for your patience while we fill this position.
"If you get voice mail in other departments, you will get a return phone call. In an ideal world, you would never get voice mail at Magnepan. But, we have a small staff and sometimes we are all on the phone."
Unfortunately that reads like double-talk to me.
I got a recorded message from the Repairs Dept instructing me to contact them by sending an email to "service@magnepan.com". I then sent two messages to that address, starting November 17, and never received a reply. The Chinese (many, but not all of whose products are poor) might have been able to better handle this situation. Why couldn't I be sent some type of an auto reply informing me as to their unfortunate situation? I really can't comprehend why I didn't. The fact of the matter is that without your post, I would still be in the dark.
IMHO, not good either of a Chinese or an American outfit.
I think you make a good point -- that when something like this happens, the customer should be informed by a message or auto-reply so that he doesn't feel he's just being ignored. I know how frustrating that can be.
the question of ecommerce if Magnepan wants to woo Millennials.
They don't like using their phones to call anyone - even their mothers!
My gut feel is that any company has to move with the times ... so it's tempting to think they need to "get with" the Millenials. But are Millenials their target audience?
Andy
If there is to be a future audience, I would say yes.
Millennials now represent the largest segment of working adults.
Heh, I've heard that. It is an issue.
I appreciate the follow up. I don't mean to bash the brand and I understand there can be constraints and challenges but this model of doing business is becoming extremely old fashioned and antiquated. In the transaction I described, Magnepan achieved the exact opposite of what the strive to provide. Adding modern conveniences, like even a queue to hold in if a customer chooses should be a viable option and does nothing to prevent them from providing 1:1 consultation.
Thanks again
I'm no expert, but I don't think a queue would work in this situation, where the orders all go through one person.
Part of the problem some people may be having is that they're used to leaving messages and not getting a response half the time -- that seems to be the way customer service works at most places these days. But Wendell assures me that if someone leaves a message, he'll get back to them before he leaves for the day.
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