Tiretrends doesn't reply to emails.

[Fab]

I have sent an email the 21st nov asking if I could go to mapple ridge to purchase 4 x Falken Ziex ZE-512, hardly a trick question a yes or no answer would do, and if no I would have just placed an order on the website.  
Got the automated answer the same day and then a reading confirmation the 22.
They mentioned a 24/48 hours delay to answer so I waited a couple days but still no answer.

So I sent a second email the 25th, again automated answer the same day, and reading confirmation the 29th. But again I still didn't get an answer.

Obviously this is not an email related issue since I received both their automated message and reading confirmation.

Guess I will have to take my business somewhere else, also I had recommended tiretrends on my company message board (+ 1,200 people, based in Vancouver), I think I  am going to have to edit  my message there.    

[Mdxtasy]

I think phone calls would be more immediate but no response to email inquiries is not frustrating and not a pleasant experience....especially when you want to give them money.

[mrthompson]

CALL THEM!  

If you don't receive a response in a timely fashion, follow up the e-mail with a phone call.

E-mail problems happen.  That's why it should not be relied upon 100%.

[Fab]

It would have been a brick and mortar shop I would probably have called.
But this a web based business so the least you can expect is an answer to your Emails, and even if they are swamped an answer a week later is better than no answer at all.

[Mdxtasy]

I agree that there is no excuse for not replying back to email.  The auto reply confirms that TireTrends recieved the email.  The only thing might have been human error.  That's the only thing you can attribute this to.

[ovr50]

Second complaint about TT in about a week....what's going on?? Maybe Bob was the glue that held it together....or maybe they're just overworked this time of year (if so, hire someone to do the customer relations of answering emails and returning phone calls). Don't know anything myself on this topic but Fabre is a regular here and not some newbie w an axe grind. Think Morty should reply here and straigten this out - it's only good business to clear up any confusion. As Fabre says, he is recommending TT.

[blackdiamond]

I have to second what Fabre is experiencing. I dropped an email to TT, when I was shopping for winter tires, and I got the same automated response, but it took TT about a week to respond properly. By that time, I had found this forum and found out it was better to phone them than to email them.  

I have only good thing to say about the advise I got when I spoke to someone on the phone, but I'll have to agree with Fabre, that, for an internet company, not responding to email is suprising to say the least. If they are submerged with email and can't get to them in a timely fashion, then they should say so in their automated response. The most important thing about customer service is to manage customer's expectations.

[davidy]

If you are local (could be long distance depending where you are in the lower mainland), why not followup with a phone call. Yesterday's snow "storm" in the lower mainland (up in northern BC, it's a shower) probably caused them a lot of grief....every initial snowfall results in a lot of activity for tire dealers and installers (don't people ever learn...have had my winters on for over 2 months now).

Dave

[safristi]

Davidy..isn't that early a bit wearing..remember to switch to Summers Feb 14th..Love Ya

[kooz]

Sorry to hear about your luck Fabre, but I don't think you are alone on this one.  There are always two sides to every story, but maybe you guys can check this out:

http://forums.generationdub.com/viewtopic.php?t=11339

[ovr50]

Interesting reading the posts on the linked thread....very interesting. Certainly Bob (aka "doob") comes off well and from past experiences here, that sounds right on. Wonder what's going on at TT really??

[davidy]

Safristi,

Well, I had decided in mid/late September to have my mechanic switch over to my second set of mounted tires while they were replacing all four shocks and fixing a leak on the rear axle ($600 bill..ouch!). It was a few weeks early this year for the winter tires, but I would rather be safe then sorry. I believe that one day in October we had five inches of snow. Too bad that winter last so long here (6 months or so) in northern BC.

Dave

(Message edited by davidy on December 01, 2004)

[kooz]

I have purchased a LOT of items from TT, and I can say that when I dealt with TT, it was ONLY with doob.  Out of all the businesses I have dealt with when it comes to my car(s) (and there are plenty), doob's customer service is second to none!  I hope that TT can maintain the level of customer service they had when doob was there.

[panda_tsx]

you should call them, they're probably really busy. I emailed a while back too and i didn't get a email for at least a week or a little longer, but it did come.

They are a business they aren't going to ignore your email, that would possibly mean they would lose money.

[morty]

I am also disappointed that we have not replied to the email. No excuses just extremely busy time of year. We have had an unbelievable response to our winter products and are trying our best to answer every question and deal with everybody as curtiously as possible. If you haven't gotten a response to an email please call us.  

We continue to try and improve our customer service. We have implemented a new call centre to deal with the volume of incoming telephone calls, but obviously we need to improve our attention to emails. Not that it is an excuse, but we get hundreds of emails a day.

We are in the middle of a winter rush/explosion and we apologize to anyone who has not gotten the attention they deserve. We do make mistakes, but we try to fix them. We will work on this one.

An apology also goes out to the members on this forum. Attempting to stay on top of the threads, but time is a little thin at the moment.

Thanx to all for the support!



TireTrends - Get ready for winter!

[yvr]

What happened to Bob?

[Mdxtasy]

Bob's in Calgary now.  

[safristi]

They shipped the Big LUG to Cowtown..!!!

[laj]

Here is my experience with TT:

1st email sent to TT   Oct 13th 7:07
Reply rcvd from TT     Oct 13th 17:48
2nd email sent to TT   Oct 14th 8:01
reply rcvd from TT     Oct 14th 12:51
Ordered online         Oct 14th 16:10
2 Telephone calls from TT re: my order Oct 14th
Tires shipped from TT  Oct 15th  
Tires rcvd from TT     Oct 20th  
Installed on Cruiser   Oct 21st.

Doesn't get any better than that!  I thought I would have problems because I waited too long to order these tires.  It has been my experience in Manitoba, if you wait for the bad weather, you won't get in. The guy at work had to wait 4 weeks to get his tires on at Costco. (they had to order in his size).

[bob]

quote Yvr - "What happened to Bob?"

I am still lurking around... I am just hanging out instead of working. I am keeping a lower profile these days to try and remain politically correct and not step on any toes...