Every time I send an e-mail to WORKS I don't receive a response unless I call them; even after waiting for 3 - 5 days for a response to my e-mails. Even then, it takes a few calls to get in touch with somebody at their office.

I sent Pete an e-mail on Thursday last week with a couple of questions and I haven't received a response.

 

Some business email accounts have stronger spam tests. Maybe it's blocking yours? I've had problems getting in touch with people at AMS but I think it's filters or just a mass amount of emails they receive I'm sure. ...........or maybe they all hate us.

 

Yes, I guess it's possible the email was lost or they have a high amount of e-mail coming into their mailboxes. Once I get in touch with them I have no problems and they are really great with answering all my questions.

 

Yea, I am also waiting for a response to my latest email for the drop in air filters... then again I just emailed this morning so I think I will give it some time. When they were processing the other part of my shipment, they were really helpful and I recieved answers back really quickly...

 

Works has never been good with customer service.
Just look at 3 of the last 4 topics in their own forum

Poor Customer Service
xtremeIX Today 10:14 PM

THE JAVI Jul 22, 2008 08:25 PM
by THE JAVI 0 121
getting an F in customer service

griceiv Jul 22, 2008 11:21 AM
by griceiv 3 269
Error During Order.
Ev0cRaZy

 

True... Well, so far, I would say that they have good service when you actually get ahold of someone... But until then, good luck! Btw, still waiting for a response from my email.

 

The one time I got ahold of someone, the customer service was fine, but even after, it took forever to get to me and I am only in WA and they are in Cali...? I have never recieved an email back, call back and I even left them feedback on evom and still didnt get any in return or anything...Apparently its not that big of a deal to them and thats why they will not do as good as they could if they had good customer service. My 2 cents...

 

If its that hard to get a hold of someone customer service already failed. Availability and prompt responses are aspects of customer service.

 

It is paramount to me to get a response in a timely manner. Shops, Vendors, sponsors and tuners should make this a priority. I often purchase items or do business from other people-vendors when I don't get responses in a reasonable time. I think that customer service should be a priority, that reflects your business quality.

Carlos

 

Thats true, but how they treat you is also important. They could have great availability and prompt responses and still be unhelpful or rude. They have half of the aspects of good customer service, so you are right, it is a fail. Sorry Works, better step up your performance!

 

That's why in retail we're urged to acknowledge by greeting the customer right away when we're busy at the moment.

 

Quick update, recieved an email from Works. Actually, they got back to me in 36 hrs... not bad considering I have experienced much worse. So far, my experience with Works hasn't been that bad at all. Though quicker response time would be nice...

 

they screwed up my order one time, but they made it right.

i do agree, their response times really suck. i also can't ever call them and get someone to answer the first time. i always get the damn machine first, until i try multiple times a day. how many people actually work there? 1 or 2? jeez

 

Honestly I have never considered e-mail responses as a valid way to rate customer service unless they first dont respond to phone calls. But everytime I have called they have given me great information and service even if I didn't buy something from them. I have been to WORKS' shop, their quality and service is hard to beat. From first hand knowledge and exprience, I think WORKS has great customer service.
-Erich

 

We appreciate the comments. We do strive to give you the best customer service possible, but we are a very small company with a very large customer base which makes things difficult. We are not a big mail order operation with a dedicated call center. We are a small group of engineers, technicians and enthusiasts who all wear multiple hats and we put a lot of time and effort into our products and try our best to serve our customer base. We like to treat each customer as a priority so every interaction takes up a lot of time. To help address the problem we recently hired a new receptionist to help make sure that all calls get answered. I definitly urge everyone to call first. Phones are our first priority here, so if you have an urgent problem or require an urgent response definitely phone in.

-Bill@WORKS