Whoosh! not answering emails

By tonyhughes Hughes, in , posted: 9-Mar-2006 08:26

On his blog, Mauricio Freitas mentioned companies who dont answer the contact method they list on their press pages. In the Geekzone forums, there is a thread running about Whoosh (NZ mini-telco / ISP) passing caller id information down the line even when the originating number (off network in at least one case) has blocked their number from being sent. I wanted to write a Geekzone news article about it, but so far Whoosh has utterly failed to respond to me after 48 hours. Whether this was a press enquiry, or a customer service issue, two days with no contact is simply unacceptable. Geekzone only publishes factual news, not rumour, so until some official confirmation, I dont even think its worth trying to get an article published, but Whooshs silence on the matter stuns me. I may have to ring them - but why should I - they chose to put a contact form on the web as their preferred method for me to contact them.

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Comment by Bert Rozenberg, on 10-Mar-2006 13:14

I too hate it when companies don't reply to e-mails, but on the other hand: why should they? I'm listed in the phonebook. Does that mean that everybody should call me? As an owner of a company I get many letters from people who seek a job. Although I think it's great they actively trying to get a job, I don't have the time to answer those letters. Should I, just because I publish my address? I also publish my e-mail address so potentional customers can reach me. The number of e-mails I get that are not of interest for me is minimal, so I can answer those too. But the moment answering those e-mails takes to much time, I will probably only answer a selection too. So, ask yourself: why should they?


Author's note by tonyhughes, on 10-Mar-2006 13:57

In this case, they coded a link called 'contact' on their website, and then coded an html form for submitting enquiries, so its reasonable to expect they would answer reasonable enquiries made using that system? Heres the guts of it... http://www.woosh.com/UserInterface/Woosh/CustomerContact/ContactUs/ContactUs.aspx For further information on our wireless technology, services and pricing, don't hesitate to get in touch. Woosh Wireless 11-15 Railway Street Newmarket Auckland PO Box 9635 Alternatively you can fill in the form below and one of our Customer Centre representatives will contact you shortly.


Comment by freitasm, on 10-Mar-2006 14:00

To Bert: you don't have to answer all e-mails, some are pretty silly (I should one day publish what we get on Geekzone). But when you contact a company through their sales channel asking a valid question on their product (price, availability) or if you contact their PR team asking for more press material (and doing this through their published public relations e-mail) then it's reasonable to expect a reply.


Comment by Bert Rozenberg, on 10-Mar-2006 22:55

Sure "it's reasonable to expect a reply", but is it reasonable to demand a reply?


Comment by bradstewart, on 12-Mar-2006 16:41

Because its in their best interest to reply. When a company doesnt reply to a valid query i get the feeling they dont care. That especially annoys me when i want to purchase a service. So i take my money elsewhere and make sure to let everyone know their service is rubbish.


Comment by bradstewart, on 12-Mar-2006 16:41

Because its in their best interest to reply. When a company doesnt reply to a valid query i get the feeling they dont care. That especially annoys me when i want to purchase a service. So i take my money elsewhere and make sure to let everyone know their service is rubbish.


Comment by Bert Rozenberg, on 13-Mar-2006 00:49

"Because its in their best interest to reply" How will you react if others try to force you to do something you don't like because "It's of your best interest"? Assuming you're not a member of the board of that company I don't think you can decide what's in their best interest and what not. As long as it's not a foundation or govermental thing, you can't tell what's of their best interest. You don't know their goals.


Comment by nairda, on 14-Mar-2006 13:12

Is anyone forcing them to reply? They have the legal right to not reply, but they are responsible for their actions so they must expect negative reactions if they do not reply. Hence it is not in their best interest, especially if those wanting information or service are in influential positions.


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