I'm going to be brave and chime in here with a personal experience.
I was brand new to the forum and had placed an order for
e-liquid with a supplier. I'd read nothing but good things about this company and thought it would be a good choice.
When I failed to receive my order after being charged for it, I posted a
question in the New Members section of the boards. I'd asked if anyone else ever had a problem.
I had no idea at that time that a lot of vendors were run by people out of their homes. I knew virtually nothing about this sector of business. I did my research regarding the specific products and vaping itself, but I had no idea that asking a question about a supplier who's product I hadn't received, and stating my opinion of "professionalism" and standard business practice would illicit such vitriol.
I apologized, I cowered, I felt awful for asking the question in the first place... I questioned weather or not I should continue posting here at all after that.
I'm a professional, well versed in business and client service. I've owned and run my own business, and today I continue to be involved in client relations in various arenas. I voiced my opinion and I was flamed, insulted and frankly, shocked by some of the responses.
I'm truly not trying to be flippant by this next comment: I honestly didn't know that unrelated to business circumstance was taken into such consideration in this sector of business practices.
I have seen members apologize to suppliers after receiving sub-standard product or crappy customer service - it boggles my mind.
I still don't know the answer - Why is this business different than any other business, regardless of who, where or how they conduct their operations?
I did correspond with the supplier. After waiting without remedy I was finally made aware that it was USPS error. I didn't receive the order. I was out the money I spent, live and learn, stuff happens.
I was promised a replacement order. I know that the supplier was under no obligation to do so and I sincerely appreciated the vendor's effort to remedy the problem. I was very happy and looked forward to trying the product.
I didn't receive that either. I believe had the vendor reshipped it, I would have been notified. I dropped the issue and chalked it up to "new user error" - a term I see flowing around these boards. It was my monetary loss, and I surmised that the vendor really didn't want or need my future product loyalty or return business.
It's made me very hesitant to post any negative
opinion or experience.
On the other hand - the same day that USPS had the status of the order I mention above marked in their system as "delivered", another order from a different supplier failed to arrive. Upon inquiry regarding the status of the other failed order, the supplier immediately shipped a replacement (again - under no obligation to do so - it was USPS that screwed up) and I received it in 3 days, complete with a big "Thank you for being such a kind and wonderful person to deal with" email. I not only felt confident in the vendor's ability to promptly resolve issues, I felt confident in placing more orders with that supplier and continue to do so.
I now more about this industry and understand that the vendors here are not Amazon or Best Buy and it's not as easy for them to resolve and remedy client issues. It's potentially costly for them if what happened to me happens on any kind of regular basis. That said, it's also more profitable for them to ensure repeat business and prove their competency in their ability to rectify, resolve and remedy customer issues.
My point? As a new member, my only intention was to find out if I'd made a poor decision in choosing a particular supplier. I had no idea I'd be met with such hostility.
Cliques exist everywhere, that's just a part of society, no different on an anonymous forum than in the office, at school or among groups of friends. "Brand Loyalty" is what keeps a business profitable. Loyalty to the extent of running off potential customers with defensive nastiness isn't doing these suppliers any favors.
I received a surprising number of PMs while that thread was active from other members who were afraid to post out in the open, but shared with me that after reading what was said throughout that thread, they wouldn't buy from that supplier and shared about other suppliers who they experienced various problems with and were afraid to post about it.
It just saddens me to see people pounced on for what may be just inadequate knowledge or poor choice of words. Without facial expression and body language, it's very hard to interpret various syntax. What may sound abrasive to some, may be funny or amusing to others, and to the rest, may not hit their sensitivity radar at all.
Again, my opinion may be considered worthless blathering to some - but I honestly believe in everyone's right to express themselves, ask questions, ask for and receive support when they feel they need it for whatever reason, gather information and learn from the experience of others, and most importantly - feel safe posting about problems they are having with hardware and e-liquids, suppliers and client relations, problem solving and most of all - feeling a sense of community, because after all - isn't that what this is all about?
So, Cass - I agree with you 100%
Remie
