Lack of technical/sales support - just venting

[dpc]

I just need to vent about this so feel free to ignore.

Just attempted to send a request for quotation for some small adjustable frequency drives to a MAJOR multi-national company. I called their local office (Portland OR). Entered voice mail system that listed several options I didn't like. I tried dialing "O" for operator - invalid - went back to top of voice mail message.

So then I tried pressing the option for pricing/delivery. This transferred me to their Los Angeles office with the exact same voice mail system. When I hit the option for pricing/delivery, I was transferred to national sales office, where a real person actually answered but was told they couldn't do anything unless I had a part number.

It's amazing (and incredibly frustrating) that it is nearly impossible to determine where to send something when trying to buy something from a company. How they stay in business is beyond me.

I did finally call the Portland office back to access their "name directory". I found a name I had heard before and left a message, because he is out of the office. I assume he may call me back eventually.

And don't even get me started about their website.

Thanks - I feel better now.....

 

[ElecShop]

that's why where here, anytime. AG

 

[EEJaime]

You should try to obtain technical information on a product when you don't intend to purchase it, but specify it. As a consultant, I used to have product sales rep's in my office on a daily basis. Sometimes to the point we had to control their access to our designers because they took up too much time. We had vast libraries of hardcopy catalogs on all manner of product. These were updated regularly so we had the latest information on the newest product. With the advent of this web technology and CD-ROM catalogs, those hardcopy books are out of date and one has to surf through numerous websites in search of product information. The CD-ROM catalogs are replaced periodically, sporadically, and of course, updates are only made a few times a year.

There is a wealth of good information on the web, and many manufacturers utilize their websites in very efficient, useful and helpful ways. But if there is anything that is not specifically addressed therein, it is next to impossible to get a response from many of them to address it. I guess we old timers have to get with the program and get the manufacturer's to continue to improve their customer service focus, but I do miss having someone I trust and can work with on a repeated basis to assist me when I need it. (And all those free lunches were always a bonus).

I feel your frustration and appreciate the chance to vent mine as well. Best of luck with your order.

Jaimexx

 

[ters]

In similar situations, I have had some success sending random e-mails to whatever e-mail address from that particular company I managed to find including random Google hits...

 

[BJC]

Sounds like a company I know in PDX. I called them one and got the runaround. When I finally did get a real person they had moved to Denver and someplace in Southern Cal. I used to be able to drive a quarter mile and see someone there, now I am not sure they have real people working for them anywhere.
I deal with and specify two manufactures who have real people ( I have seen them) and give out their phone numbers ( office and cell).

 

[jraef]

dpc,
If it's the one I'm thinking it is, contact me through my website.

JRaef.com
"Engineers like to solve problems. If there are no problems handily available, they will create their own problems." Scott Adams
For the best use of Eng-Tips, please click here -> faq731-376

 

[jraef]

dpc and BJC,
I sent you both responses and sincere grovelling...
thanks for caring enough to let me know. I'm going to share that information with the powers-that-be.

I'm just a little peon in a big plantation, but I will say that the bosses do listen. The worst thing is when they don't hear from anyone because they go on thinking that it must be hunky-dory!

JRaef.com
"Engineers like to solve problems. If there are no problems handily available, they will create their own problems." Scott Adams
For the best use of Eng-Tips, please click here -> faq731-376

 

[alehman]

Don't get me started on web sites. Even over the past few years as companies get eaten up by mega-conglomerates, their previously somewhat useful web sites get merged in to the conglomerate and become worthless. I'm sure you can think of an example or two.

 

[itsmoked]

I groan every time I go to a company and discover it's another Tyco subsidiary etc.. Sheesh. It's like those SciFi books were the world comes down to 5 corporations.

Keith Cress
Flamin Systems, Inc.-

http://www.flaminsystems.com

 

[dpc]

What some of these companies don't understand (based on their websites anyway), is that access to information probably creates more sales than product superiority.

As a consultant, the ability to quickly access accurate engineering data is worth a lot. When I get to a website that wants to play me a song and show me a TV commercial, I generally don't stick around long enough to find what I came for. I just jump to the next competitor.

 

[JBinCA]

dpc,

I'm a field Engineer for one of the MAJOR national companies in the drives business, which just happens to have a Portland office. I'm going to forward a link to your post on to the powers that be (even if it's not us).

I'd also happily get you the proper 800 number and local engineering office contacts if you're interested. I'm not here to advertise, but if I can help you out I'm glad to do so.

We're also into nuclear reactors, trains, jet engines, plastics, finance, insurance, and a TV network - because those things are so closely related to electrical engineering.

Regards, and sorry if we're the ones giving yuou the run-around - JB

 

[itsmoked]

dpc; The ones I really despise are the ones that want your place of birth, age, address, home phone number, and about 10 other things to allow you a 'look' at some data sheet. THEN! After giving this pint of blood instead of the data, you are told you will receive the information in the next 24hrs. !!!

Keith Cress
Flamin Systems, Inc.-

http://www.flaminsystems.com

 

[BJC]

Some companies don't seem to know people call them from cell phones. Does any one else have trouble navigating multi-layered phone menus on a cell phone?
When you finally get to a number that you think may be the person you want the question is will your cell phone battery last untill someone answers.

 

[dpc]

itsmoked,

Know what you mean. I get that sinking feeling when I realize that my quest for engineering data has led me into the clutches of the Marketing dept. Abandon hope, all ye who enter....

 

[jraef]

We're also into nuclear reactors, trains, jet engines, plastics, finance, insurance, and a TV network - because those things are so closely related to electrical engineering.

GEeee... I wonder who THAT could be!

My interpretation of what has happened to the wonderful engineering possibilities of the internet.

It took engineers a while to realize the power of having engineering data available so easily, but once we did we embraced it and started getting used to what it could mean to us (speaking as an Engineer here). So eventually manufacturers started scaling back on the expense of making engineering data available through the sales departments, turning salesman into account managers. Then, hackers and a**hole teenagers with no life and a mean streak started attacking websites, the bigger the better for them. That lead to the IT departments needing to beef up security protocols and hacker protections. That all cost money, so then the bean counters got involved and said "If it's costing us so much, we need to count it as a marketing tool" (this by the way comes from my own experience). Now websites have become less engineering oriented and more marketing oriented, which actually turns engineers off. Yet the sales departments are so scaled back that they can't even answer the phone any more, let alone get their hands on engineering information in a timely fashion!

Stone the hackers. They ruined a good thing.

JRaef.com
"Engineers like to solve problems. If there are no problems handily available, they will create their own problems." Scott Adams
For the best use of Eng-Tips, please click here -> faq731-376

 

[waross]

I thought the bean counters ruined a good thing and blamed it on the hackers.
yours

 

[rbulsara]

I know the feeling, try local electrical wholesaler instead.