Ian Sommerhalder/Celebrity Authentics

[abreeskye.livejournal.com]

You guys, I'm pretty upset.

I emailed Celebrity Authentics a couple questions WEEKS ago. They never responded to me, so today I decided to hunt down their number and call them. They are understandably only open Mon-Fri. I left them a message to call me back. I decided, ah, well. I'll just go ahead and order my autographs without getting the response I need.

I go to the preorder page, and see that Ian Sommerhalder is now listed as SOLD OUT. I'm really REALLY upset. If they would have gotten back to me WEEKS ago I would have been able to preorder. Anyone else have any issues with them not responding to emails/messages?? This was to be the highlight of my Dragon*Con this year :/

Comments

[sparr0.livejournal.com]

You didn't buy from them. You aren't a customer. It really bothers me when people yell "customer service" about a company they aren't giving money to.

So, yes, they got "slammed" on the internet. But they also got the same number of customers they would have gotten either way.

[silvers-shadows.livejournal.com]

... I'm not the OP? And service of a potential customer = customer service. Because if you screw it up, you lose a customer, they spread word of mouth, you lose people who actually use your service.

This is not hard.

[sparr0.livejournal.com]

I think a lot of people have a skewed view of sales vs customer service because they are used to dealing with businesses with an unlimited supply of [whatever] to sell. Businesses with more demand than supply don't WANT you as a customer. They already have more customers than they can handle/

[kyndig.livejournal.com]

Respectfully, what the hell are you talking about? :)

Even if you have a product with limited supply it is still good business to try to provide good customer service. It's true that they don't need the OP's business for that one guest for this one con. However, by providing poor service they damage their reputation as a whole and the OP may not buy other things from them which are not so supply side limited.

[sparr0.livejournal.com]

There you go again, saying "customer service" when talking about dealing with a person who isn't a customer.

They haven't provided poor service. They have provided *no* service, because they aren't doing business with him.

They haven't damaged their reputation. Their reputation is "we arrange autographs" (well or poorly, I have no idea, I've never dealt with them). "we respond to emails" (or don't) has no bearing on that.

They don't sell anything that is not supply-side limited.

[kyndig.livejournal.com]

"They don't sell anything that is not supply-side limited."

Ummm yes, they do. Absolutely they do. Go look at their website. I see plenty of things for which supply seems to (at least temporarily) be more than sufficient to meet demand.

"There you go again, saying "customer service" when talking about dealing with a person who isn't a customer."

You are engaging in pedantry. Customer service is often used to refer to pre-sale service as well. If it makes you more comfortable, just substitute them in your mind. :)

[andrew norton (from livejournal.com)]

Rule of Acquisition number:
9 - Opportunity plus instinct equals profit.
57 - Good customers are as rare as latinum. Treasure them.
87 - Learn the customer's weaknesses so you can better take advantage of them.
95 - Expand or die.
194 - It's always good to know about new customers before they walk in your door.
203 - New customers are like razor-toothed gree-worms. They can be succulent, but sometimes they bite back.

Think that about covers it!

[kyndig.livejournal.com]

Best. Post. Ever.

[sparr0.livejournal.com]

The good customers are the ones who don't bother you with emails.