Should distros answer emails?

Conservationist · banned Joined: 25 Feb 2009 Posts: 2911

I know a lot of us rely on this means of communication, but...

Every online business I've ever peeked into has gotten an assload of email. When you remove the obvious spam, there's a lot of scam (customers trying known ways of indirectly ripping you off), complaints, randomness, people asking impossibly detailed questions that should be obvious, etc.

You could spend your life answering these emails and never get around to shipping packages.

Should distros just handle all official questions through user support requests in their ecommerce section, and filter out email entirely?

Amazon seems to do it this way.
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Shadow Kingdom · Joined: 02 Dec 2007 Posts: 1483

YES: no matter how insignificant the question might be, If it's important enough for them to send an email about it. It should be important enough for you to answer. Otherwise why are you in business if you're not going to have customer service? All successful businesses have good customer service. It's essential.

I've run into a lot of people not following through with agreements - then disappearing.

Bottom line, there's a lot of flakes...
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Speerhead · Joined: 04 Nov 2009 Posts: 1011

It's frustrating as all hell when distros (and labels) don't answer emails, but I also don't think putting prescriptions down on how underground music distros should conduct their customer service is the way to go either.

Firstly, these tend to be small operations run by people who are into the music first and foremost, rather than entrepreneurs. And secondly, demanding that all distros deliver a "satisfying shopping experience" like mainstream commerce feels too close to the very thing underground music is supposed to oppose.

But let's face it, you will naturally feel compelled to buy stuff from the distros that do communicate with you, and get your stuff out in reasonable time.

snaps666 · Joined: 25 Jul 2007 Posts: 1097 Location: Denmark

Personaly I hate when labels/distros don't answer , and I'll most likely NOT order from them because of that.

So I always try to answer every email I get regarding my distro/label... Even those endless requests from useless bedroom black metal bands who want me to release their crap.
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darkdescentrecords · Joined: 25 Nov 2009 Posts: 2680

Personally, this has been something that I know I need to improve on but it's very difficult to answer every email. I've been trying like mad but I have to prioritize between orders and other requests. There are some days when I wake up at 5 AM and check my phone only to see dozens of new emails...surely doesn't help the sleeping problems I have.

I even try to answer the "how much does it cost to ship one shirt to (insert country here)" emails despite there being a shipping estimator in the shop.

So, while I aim to answer every email, sometimes they may fall between the cracks occasionally.
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Mikael · Joined: 26 Jan 2008 Posts: 1896

darkdescentrecords · Joined: 25 Nov 2009 Posts: 2680

throneofmight · Joined: 25 Jul 2007 Posts: 2008 Location: Costa Rica

Unfortunately I don't make a living off the distro but still try to dedicate as much time as possible for it. I'm usually slow with emails (certaintly not with packages) but try to make up adding free stuff on every order.
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Cursed Emperor · Joined: 30 May 2011 Posts: 649

ticino1 · Joined: 24 Sep 2008 Posts: 419 Location: Idealland

I put it simple: If somebody doesn't want answer customer questions, he/she should not work in commerce. Customers take you seriously so far you take them seriously. No customer care = less or no money.
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mithrandir · Joined: 28 Jul 2009 Posts: 813

If spend my hard earned $ in your distro you better believe I expect an answer to an email if I send one

Orionized · Joined: 23 Nov 2009 Posts: 648 Location: Spain

I answer ALL e-mail reasonably fast, even if it's just a "no, thanks". Firstly, I fucking hate it when some other guy/label/distro/band doesn't answer to my messages (don't do unto others...); and secondly, maybe due to my previous working experience at a customer care department for years, I believe that a smooth communication is the key for any kind of transaction. A good service to my customers is definitely what matters the most to me.
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Carlzilla · Joined: 07 Aug 2009 Posts: 2435 Location: New Mexico

The absolute best is when labels don't have an updated e-shop and rely on e-mails for orders, but then don't reply to those e-mails. No matter how many of them you send over the course of a few weeks! Thankfully, these people still take the time to add new things that you can have your inquiries about ordering ignored to their distro list!

I love that level of dedication to the "I don't give a fuck, I'm metal" lifestyle.

I'm looking at you Bestial Desecration Records.
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PeterVenkman · Joined: 11 Feb 2011 Posts: 1735 Location: Newcastle

da666 · Joined: 04 Apr 2009 Posts: 1713

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