Wested customer service question..

Doug C · Post by **Doug C** » Tue Aug 02, 2005 10:47 am

I kind of feel bad about bringing this up and I don't mean to offend anyone but I've received two emails from Gemma at Wested and both had a "bothered" tone to them. Sort of counter-enthusiasm I guess is what it was really. Just wondering if that's the norm or maybe just my imagination. They make such a nice product that they'd have to be #### rude for me not to send them my money anyway.

Doug C

Little Venice · Post by **Little Venice** » Tue Aug 02, 2005 11:09 am

It's probably nothing to do with you. The customer service at Wested is some of the best I have ever experienced. No B.S. Everyone has a bad day, and as far as my experience goes, Gemma is a star.

Feraud · Post by **Feraud** » Tue Aug 02, 2005 11:11 am

Doug C, I would not let it bother me too much. Keep in mind the folks at Wested deal with enthusiastic Gearheads who want everything "just right", and then some. They have to attend to their daily work routine and will probably not be as excited about your jacket as you are.

When I ordered my jacket I un-intentionally called Peter after hours while he was having dinner! He was a lot nicer to me than I would have been.

I am sure they get many calls like this.

If you are ordering a jacket, give them your specifications and let the wait begin.

J_Weaver · Post by **J_Weaver** » Tue Aug 02, 2005 11:16 am

I imagine that Wested gets a lot of email. I know any email I've from them has been short, to the point for that reason. No need to worry about customer service. They are great and easy to deal with. Heck when I ordered my Wested I was lucky enough to be able to place my order with the man himself. So if you get a email that is kinda 'short' the just chalk it up to them being swamped.

Doug C · Post by **Doug C** » Tue Aug 02, 2005 11:35 am

Yea, I guess they are just so busy. No big deal.

Doug C

Post by **Mike** » Tue Aug 02, 2005 11:40 am

Also, keep in mind that voice inflections can not be carried over the internet... unless you have an audio IM hook-up. You may be inferring a tone that was not meant by the original sender. Lord knows misinterpretations have started enough flame wars around here.

Mike

Pyroxene · Post by **Pyroxene** » Tue Aug 02, 2005 1:19 pm

Mike wrote:Lord knows misinterpretations have started enough flame wars around here. Mike

What do you mean?!? Are you trying to say something?

Oh wait...this is what you are talking about....

Sorry,
Pyro.

Wrightknife · Post by **Wrightknife** » Tue Aug 02, 2005 1:32 pm

It doesn't sound like the communication I received when asking Gemma questions about the jacket before ordering mine. I believe you will be please by the customer service as well as the PRODUCT if you go ahead and place your order.

Good Luck,

Doug C · Post by **Doug C** » Tue Aug 02, 2005 2:19 pm

I'm waiting for the samples that I asked for yesterday..apparently I wasn't clear enough with Gemma which ones I needed, so she'll be sending them tomorrow.

Doug C

PETER · Post by **PETER** » Wed Aug 03, 2005 10:53 am

Hey DougC, Having read your complaint I have spoken to Gemma and looked at the emails. I know the reply was a one liner asking what samples but then you must remeber that we are not mind readers and do make other jacket styles. also when she is tryng to answer 50-60 emails a day and do other work she is not about to ask you what you had for breakfast or what colour pants are you wearing if any?
So the samples are on the way and should be there soon and she promises to send kisses next time.
Cheers
Peter

J_Weaver · Post by **J_Weaver** » Wed Aug 03, 2005 10:59 am

PETER wrote:So the samples are on the way and should be there soon and she promises to send kisses next time.

Haha! Good one Peter!

Fedora · Post by **Fedora** » Wed Aug 03, 2005 10:59 am

I can imagine how hectic it can get with pms and emails. I get so many sometimes, inquires, orders,etc that I can get confused real easy. I can only imagine how busy Peter is. And sometimes you have got a bunch to answer with a passle of hats to make. I spend two hours each morning on this pc, writing back. Sometimes you have to make the answers short.

Fedora

Skippy · Post by **Skippy** » Wed Aug 03, 2005 1:53 pm

PETER wrote:So the samples are on the way and should be there soon and she promises to send kisses next time.

Well I'm jealous!

Doug C · Post by **Doug C** » Wed Aug 03, 2005 3:13 pm

Peter, not to carry this further but I must defend myself here. I only wrote like 4 or 5 sentences originally and only spoke of 3 types of leathers (one of which I thought wouldn't be available anyway). Wasn't like I sent an overly long correspondance that was hard to make sence of - well, atleast not in my opinion. There actually was two emails of different content, but my complaints are minor - some may even say "silly". Anyway please consider it forgotten on my part. I know you and your company are held in high regard around here and for good reason, you've earned that reputation. ####, I've spent most of the day figuring out what I was going to get when I ordered from you.

Doug C

Texas Jones · Post by **Texas Jones** » Wed Aug 03, 2005 4:07 pm

Well let me say that I have a little experience here, as I have stuck my cyber foot in my cyber mouth before! (Right, Steve?)

If there's one thing I've learned--is that even though intentions are good when posting or emailing, it can be viewed the other way around when the recipient reads it. This is the hardest part of practicing best customer service while doing business via the internet. Especially when a vendor is really busy answering many emails, it is easy to shoot out a one liner without the candy coat that usually accompanies replies. It can come out as: "Yes, I have those in stock now for you to buy. I will be expecting your paypal soon. Thanks." Instead of: "Thank you for your interest! I have those items in stock now and would love to send one to you. If you have any further questions or would like to order one, let me know and I will be happy to help. Best regards!" You can almost see the body language and big smile with that second one, even though the message is the same.

I've learned to take a little extra time to type the message to reflect my true feelings. That's not to say that one or two might slip out and have the wrong message.

Doug, I bet that if your exchange was occuring over the telephone or - better yet - in person, the miscommunication and offense would not have occured since the tone of voice and body language would have been visible.

Dakota Hurly · Post by **Dakota Hurly** » Wed Aug 03, 2005 10:10 pm

I love peter and wested leather. should I ever visit england, which I hope to some day. I'm making their store a priority and then I'm throwing down the cash with reckless abandon. CHA-CHING!!! At least three jackets!!!

Zach R. · Post by **Zach R.** » Wed Aug 03, 2005 10:16 pm

Like I always say, if you're going to the poorhouse, you might as well go in style.

Captain D · Post by **Captain D** » Thu Aug 04, 2005 1:51 am

Texas Jones makes a great point...

I've actually have had arguments with the girlfriend after we signed off of the computer by sending Instant Messages back n' forth to each other, lol! It was only after we talked about it did we realize how insignificant the problem really was

! A person's tone/feelings are difficult to interpret simply by typed words....

I've had short replies back from Gemma myself when ordering products from Wested. I knew that they were just simply busy, so I didn't worry about it. Customer service is great with Wested, they really try to take care of their customers. However, I can see the point you are making DougC, but as Texas Jones suggested....Our vendors (regardless of jackets, fedoras, MKV II bags, ect...) get flooded with various types of e-mails, and sometimes the short and quick replies work best for them in order to contact everyone who is waiting for a response....If you ever contact Jerry over at "What Price Glory" by Email.....you'll see what I mean,

.

Kind Regards,
Captain D