I agree,, sometimes,, calling is better. Reach out and touch someone!
I'm old enough to remember telephones !
I agree,, sometimes,, calling is better. Reach out and touch someone!
Rotary?I'm old enough to remember telephones !
Rotary .Rotary?
I completely agree with aaronkb.
People saying that he is over-reacting or is being inappropriate are obviously happy with being treated badly by customer service.
It is a reasonable expectation in all situations to be able to make an enquiry via the channels the business specifically setup for that purpose, and to receive a response or at least an acknowledgement that their enquiry is valuable and will be attended to. aaronkb made reasonable and polite steps to be both kind and firm about his concerns and was completely ignored. This is unacceptable customer service.
As others have stated, TUS sell great products and I am a happy repeat customer. However, I too have encountered communications issues when the occasional thing goes wrong or gets miscommunicated. The easy excuse is that the business is booming, hence it is difficult to keep up with all the emails and DMs. But the customers should not be the ones to suffer for that. If business is booming, then the business should make the appropriate investments to ensure their customer enquiries are being attended to in a professional and timely manner.
I think it's very fair to still hold this under the umbrella of customer service.I really appreciate your support on this. In fairness though, I do want to acknowledge that this didn’t involve any transaction. I was thinking of it less as a customer service interaction and more as a community member interacting with a leader in the community after being weirdly excluded, and then being completely ignored :/ doesn’t feel good to be treated that way whether or not there’s business involved.
I’m glad to hear my tone came across as polite but firm, that’s what I was going for.
But could you whistle your way to a long distant call?Rotary .
That's before my time .But could you whistle your way to a long distant call?
Exactly this ^ I’m surprised how many people in this thread think that being ignored by a business is ok, or feel that it’s fine for businesses to pick and choose who to respond to. HMS / TUS are a very successful enterprise with a very slick website and an excellent reputation. Not to mention the associated podcasts with special guests etc. It shouldn’t be beyond them to employ someone to keep on top of communications.I completely agree with aaronkb.
People saying that he is over-reacting or is being inappropriate are obviously happy with being treated badly by customer service.
It is a reasonable expectation in all situations to be able to make an enquiry via the channels the business specifically setup for that purpose, and to receive a response or at least an acknowledgement that their enquiry is valuable and will be attended to. aaronkb made reasonable and polite steps to be both kind and firm about his concerns and was completely ignored. This is unacceptable customer service.
As others have stated, TUS sell great products and I am a happy repeat customer. However, I too have encountered communications issues when the occasional thing goes wrong or gets miscommunicated. The easy excuse is that the business is booming, hence it is difficult to keep up with all the emails and DMs. But the customers should not be the ones to suffer for that. If business is booming, then the business should make the appropriate investments to ensure their customer enquiries are being attended to in a professional and timely manner.
Sounds like they don't have much dedicated staff dealing with Instagram. I find Instagram messy and difficult to deal with. Also entered a KoAloha contest on there once and spent many days practicing and recording. I got a thumbs up from organizers for that though the winners entry was spectacular. Dealing with the Instagram technology was challenging and annoying and I decided not to use it again after that.A man enters a competition. His entry is mislaid. He asks for an explanation but his queries are ignored.
I think where I have trouble with the time/staffing theory is that they read both messages. Not only that, in each instance they read it very shortly after I sent it. And their account usually shows as either being currently online or having been online very recently.Sounds like they don't have much dedicated staff dealing with Instagram. I find Instagram messy and difficult to deal with. Also entered a KoAloha contest on there once and spent many days practicing and recording. I got a thumbs up from organizers for that though the winners entry was spectacular. Dealing with the Instagram technology was challenging and annoying and I decided not to use it again after that.
Tobias has his own IG account and may monitor others as well. It’s possible flipping between the accounts caused unread messages to be flagged as read.I think where I have trouble with the time/staffing theory is that they read both messages. Not only that, in each instance they read it very shortly after I sent it. And their account usually shows as either being currently online or having been online very recently.
This all makes me think that they monitor their messages pretty closely and engage with those they choose to…. I don’t know what percentage or types of messages make the cut, but apparently a loyal community member and customer being affected by their mistake isn’t one of them.
I admit I’m curious to take another stab at trying to find out what happened, since there’s a chance my issue is really just with Tobias and it would be nice to feel like I can keep on loving my favorite shop. But I’m torn because keeping on reaching out so many times feels like psycho behavior, and after a certain point it’s just humiliating.
Lots of valuable thoughts here, thank you. I think I’ve liked most of the comments disagreeing with me too, haven’t I? Maybe I missed some. The only one I recall intentionally not liking was the guy who drastically misconstrued what I wanted out of this and called me childish. Oh and the comment someone made about closing the thread, but it was a misunderstanding and we made peace after thatA lot of good responses, although many seem a little one sided. I don’t think it’s impossible that both parties didn’t handle it well. They dropped the ball, communication-wise. You seem to be overreacting a bit. I think that’s why you’re getting such mixed responses. Some people think they need to do a better job of communicating. I agree, although I personally have not had a problem in my interactions with them. I kinda already heard about the Hawaiian culture thing, so I was prepared for that. Fortunately, it’s never been an issue in my experience. But I think you’re taking things more seriously than you should. And if nothing else, I don’t think it’s healthy for you to have this much anxiety about it. I’m not saying what happened to you doesn’t stink. But I also think you’ve made it bigger than it is.
I guess it’s up to you what you want to make of that. But I notice you seem to be “liking” all the responses that are sympathetic to you, which is natural, but also a small sign of how invested you are in what should be a rather minor incident.
My advice: if you call and talk to them, it’s likely that you’ll get a good response and probably an apology. But don’t call if you can’t handle them disappointing you again.
Also, I disagree with the opinions about them removing social media communications. If they never utilized them, sure. But I’ve been able to communicate with them through those means. And again, given their business culture, it seems like removing those options wouldn’t actually make them use the phone more (since that’s probably not why they’re lax in the first place), it would just reduce the number of options we have to reach them. Just my take.
I’ll end with this: an analogy to their business, I tend to think of them like a really fun but flaky friend who I can have good times with, but not always dependably.