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Date:         Tue, 25 Aug 1998 07:41:22 -0700
Reply-To:     zzIML-VANAGON <IML-VANAGON@I405.COM>
Sender:       Vanagon Mailing List <Vanagon@vanagon.com>
From:         zzIML-VANAGON <IML-VANAGON@I405.COM>
Subject:      Open Letter to Bus Depot = Ron
Comments: To: "vanagon@vanagon.com" <vanagon@vanagon.com>
Content-Type: text/plain; charset="iso-8859-1"

I believe most people know how Ron started his business by being active on the Internet and then deciding to go into it... so I somewhat consider his roots to be these mailing lists (type2 / vintagebus / vanagon).

Ron,

I think the lack of follow-up on e-mail has gone on long enough. I know you consider the situation serious, but I also don't think it is best for your business or customers. Get help, NOW! Get two or three people if you have to. I have to assume that you have $ from all the business, what you don't have is time...

I can understand why you tell people to only telephone you and not send e-mail, but you are just hurting yourself. Quick response to e-mail should actually decrease ordering mistakes, as communications is in writing.

You are going in the right direction setting up an interactive WWW form order, but I also think this will take time and have bugs ... plus there will still people who want to use telephone and e-mail.

In the 3 or 4 orders I have placed, I always find "order@busdepot.com" to get ignored and only get responses to list@busdepot.com -- this also makes no sense, you should have all business split so that you can better support your customers. Do you honor sales when people call you at your house over those who call you at your work?

Again, get help, even just to sort through the mail and organize "questions" apart from "orders" that you get. It is frustrating to me, and I'm sure others, when we have detailed orders and just want to get them placed. I understand you get other customers with lots of questions and back/forth, but you have to prioritize. Too much pre-sales service takes too much time and is hurting your customers with $ in hand ready to place their order.

My $.02. I think Ron has done great on other areas, including flexible billing, good merchandise, and good shipping. Always have problems getting my order in, and as he started with the list, I expect e-mail to be equal to telephone.

Stephen Gutknecht mailto:SGutknecht@i405.com <-- main e-mail address http://www.i405.com/vw/seattle/ <-- Seattle VW info Renton, Washington


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