Comments on: Speak N Spell Music’s Customer Service Sucks http://andrewmcmillen.com/2008/12/02/speak-n-spell-musics-customer-service-sucks/ ..lives in Brisbane, Australia. He talks to fascinating people and discusses music, writing and the web. Thu, 09 Sep 2010 00:18:40 +0000 http://wordpress.org/?v=2.7 hourly 1 By: Nick http://andrewmcmillen.com/2008/12/02/speak-n-spell-musics-customer-service-sucks/comment-page-1/#comment-148 Nick Fri, 02 Jan 2009 12:25:25 +0000 http://andrewmcmillen.com/?p=235#comment-148 Hmm, not that it matters anymore but your first email was a genuine lead and as excited as it was pushy. If I was a label I wouldn't be turning away paying customers for 'rudeness' and wouldn't be calling them out for it on their own blog. It was definitely good they followed up after that - they are such a great label - but I'm with you on this one Andrew. Hmm, not that it matters anymore but your first email was a genuine lead and as excited as it was pushy.

If I was a label I wouldn’t be turning away paying customers for ‘rudeness’ and wouldn’t be calling them out for it on their own blog.

It was definitely good they followed up after that - they are such a great label - but I’m with you on this one Andrew.

]]> By: Sophie Benjamin http://andrewmcmillen.com/2008/12/02/speak-n-spell-musics-customer-service-sucks/comment-page-1/#comment-147 Sophie Benjamin Tue, 23 Dec 2008 02:15:38 +0000 http://andrewmcmillen.com/?p=235#comment-147 What Ashley said.<a HREF="http://www.sophiebenjamin.com/post/65138556/dear-emusic" rel="nofollow">We're all guilty of it. </A> What Ashley said.We’re all guilty of it.

]]> By: Ashley http://andrewmcmillen.com/2008/12/02/speak-n-spell-musics-customer-service-sucks/comment-page-1/#comment-146 Ashley Thu, 04 Dec 2008 00:04:59 +0000 http://andrewmcmillen.com/?p=235#comment-146 Let’s put this in context. You have gone to their website to make a purchase, can’t find the item you need….. so the next best option is to send an abrupt and pushy email. It just wasn’t necessary dude. At least not on the first contact with them. If you were so extremely keen and enthusiastic about making the purchase from the label, and felt your email wasn’t being attended to, why didn’t you pick up the phone and call them? Turns out your more interested in stirring the pot and therefore providing your blog with more content, then you are in actually making the purchase and solving your problem. Let’s put this in context. You have gone to their website to make a purchase, can’t find the item you need….. so the next best option is to send an abrupt and pushy email. It just wasn’t necessary dude. At least not on the first contact with them.
If you were so extremely keen and enthusiastic about making the purchase from the label, and felt your email wasn’t being attended to, why didn’t you pick up the phone and call them? Turns out your more interested in stirring the pot and therefore providing your blog with more content, then you are in actually making the purchase and solving your problem.

]]> By: tallrussian http://andrewmcmillen.com/2008/12/02/speak-n-spell-musics-customer-service-sucks/comment-page-1/#comment-145 tallrussian Wed, 03 Dec 2008 14:34:01 +0000 http://andrewmcmillen.com/?p=235#comment-145 Not many! Not many!

]]> By: Meg http://andrewmcmillen.com/2008/12/02/speak-n-spell-musics-customer-service-sucks/comment-page-1/#comment-144 Meg Wed, 03 Dec 2008 14:27:17 +0000 http://andrewmcmillen.com/?p=235#comment-144 Besides, how many labels will read your blog AND sell you music? :D Besides, how many labels will read your blog AND sell you music? :D

]]> By: Chris http://andrewmcmillen.com/2008/12/02/speak-n-spell-musics-customer-service-sucks/comment-page-1/#comment-143 Chris Wed, 03 Dec 2008 01:49:56 +0000 http://andrewmcmillen.com/?p=235#comment-143 Hi there Andrew, We're certainly not in the business of upsetting fans of our artists and their music – and we’re not eager to start that trend. My apologies for the above. As an indie we definitely value people that are getting into our albums – of course, without that support at the ground level the label just wouldn't have an audience. We love having people email us regarding our music – especially if they are keen to grab a copy. That’s why we do it, for our bands to be heard by as many people as possible. With regards to emails to our address, there's no better way to get a gauge on how what we are doing is connecting out there beyond the Speak n Spell front door. However we do receive a tonne of emails to the Clubhouse address - but we like to think we do our very best to get to each and every email and the requests in them as soon as possible. It is certainly not a dead-end mail, nor has it ever been a case of ignoring mails for their content or tone. Take care Chris Hi there Andrew,

We’re certainly not in the business of upsetting fans of our artists and their music – and we’re not eager to start that trend. My apologies for the above.

As an indie we definitely value people that are getting into our albums – of course, without that support at the ground level the label just wouldn’t have an audience.

We love having people email us regarding our music – especially if they are keen to grab a copy. That’s why we do it, for our bands to be heard by as many people as possible.

With regards to emails to our address, there’s no better way to get a gauge on how what we are doing is connecting out there beyond the Speak n Spell front door.
However we do receive a tonne of emails to the Clubhouse address - but we like to think we do our very best to get to each and every email and the requests in them as soon as possible.
It is certainly not a dead-end mail, nor has it ever been a case of ignoring mails for their content or tone.

Take care
Chris

]]> By: Andrew McMillen http://andrewmcmillen.com/2008/12/02/speak-n-spell-musics-customer-service-sucks/comment-page-1/#comment-142 Andrew McMillen Wed, 03 Dec 2008 00:36:29 +0000 http://andrewmcmillen.com/?p=235#comment-142 Agreed, Ed. I'm really disappointed. Agreed, Ed. I’m really disappointed.

]]> By: Ed http://andrewmcmillen.com/2008/12/02/speak-n-spell-musics-customer-service-sucks/comment-page-1/#comment-141 Ed Wed, 03 Dec 2008 00:33:49 +0000 http://andrewmcmillen.com/?p=235#comment-141 I wouldn't have said that your email was rude, just straight to the point. I wouldn't even have said that the wording sounded pushy, just eager to get the album and help out a indie by dealing with them directly and give them a bigger cut of the money than if you'd gone through JB. And if I worked for Speak n Spell I wouldn't be telling a customer that they were rude (even if they were) and especially not in a public place like this. "The customer is always right", no? I wouldn’t have said that your email was rude, just straight to the point. I wouldn’t even have said that the wording sounded pushy, just eager to get the album and help out a indie by dealing with them directly and give them a bigger cut of the money than if you’d gone through JB.

And if I worked for Speak n Spell I wouldn’t be telling a customer that they were rude (even if they were) and especially not in a public place like this. “The customer is always right”, no?

]]> By: Chris http://andrewmcmillen.com/2008/12/02/speak-n-spell-musics-customer-service-sucks/comment-page-1/#comment-140 Chris Wed, 03 Dec 2008 00:08:49 +0000 http://andrewmcmillen.com/?p=235#comment-140 Hi Andrew. I work at Speak n Spell. Go and buy the record here. www.inertia-music.com As for the rest of what is written above, your email was rude, and responded to late due to the sea of spam we receive every day. Good luck with your work at Fasterlouder and Rave Magazine. Cheers, Chris. Hi Andrew.

I work at Speak n Spell. Go and buy the record here.

http://www.inertia-music.com

As for the rest of what is written above, your email was rude, and responded to late due to the sea of spam we receive every day.

Good luck with your work at Fasterlouder and Rave Magazine.

Cheers,
Chris.

]]> By: This Devil's Workday http://andrewmcmillen.com/2008/12/02/speak-n-spell-musics-customer-service-sucks/comment-page-1/#comment-139 This Devil's Workday Tue, 02 Dec 2008 23:25:21 +0000 http://andrewmcmillen.com/?p=235#comment-139 Something I've learnt in the past few years is that many, many e-mail addresses are dead ends. Particularly ones intended for people to enquire about general information. I might also be accused of ageism here, but I've found that smaller companies run by older people are often inaccessible via e-mail. I e-mailed my old boss six months ago and never received a response - I'm not offended, because I genuinely think he doesn't know how to access his mail. As for these comments about you being rude, I found you were more to the point than rude. Besides, it's a business transaction, and it's sad to say but it's true, the onus of friendliness is on the company, not the customer. I very much doubt they've ignored your e-mail due to its tone. My guess is no-one is at the receiving end, or it's some part-timer at a front desk who has no idea what to do about it. Something I’ve learnt in the past few years is that many, many e-mail addresses are dead ends. Particularly ones intended for people to enquire about general information. I might also be accused of ageism here, but I’ve found that smaller companies run by older people are often inaccessible via e-mail. I e-mailed my old boss six months ago and never received a response - I’m not offended, because I genuinely think he doesn’t know how to access his mail.

As for these comments about you being rude, I found you were more to the point than rude. Besides, it’s a business transaction, and it’s sad to say but it’s true, the onus of friendliness is on the company, not the customer. I very much doubt they’ve ignored your e-mail due to its tone. My guess is no-one is at the receiving end, or it’s some part-timer at a front desk who has no idea what to do about it.

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