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Firestone replies

By Firestone - 8 August 2008 53

[ED – Firestone have submitted this reply to Danman’s earlier critique]

Hi Daniel. I am one of the owners of Firestone. This is the first I’ve heard of your experience. I do recall your emails now, they came through with a spam warning so I didn’t open them.

You must appreciate we get a lot of junk email and we’ve been getting bombarded with emails from male names and they are selling Viagra and the like.  So, unfortunately I have mistaken your email for one of those and have deleted it without opening it.  

Please accept my apologies for this. I’m disappointed that when you didn’t receive a reply to your email that you didn’t try to call us, I thought this would have been the most direct way of communication?  Call me old school but I find that a quick phone call usually works. 

From my perspective, it would have been much easier if you had called us as soon as you got your takeaway home. I find it’s easier to discuss something that has just happened rather than try to recall details at a later date. I assure you that if I had successfully received (opened) your email I would have contacted you straight away. 

Daniel, please give me a call on my mobile on 0410 643 800 as soon as convenient; look forward to speaking with you. 

Jenny

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53 Responses to
Firestone replies
hk0reduck 2:39 pm 08 Aug 08

I get angry when a company calls themselves something like “JustJeans” and then they sell t-shirts as well, wtf is with that.

hk0reduck 2:37 pm 08 Aug 08

If you want your food replaced a phone-call is definately the way to go, however, if you are writing a complaint/offering criticism I think the ‘old-fashioned’ way is to write a letter. It can help to keeps the emotions out, allows people time to calm down and gives the complainee the time to get their whole point across in the best way possible.

Good on Firestone for responding. I hope that they will act on some of Danman’s reccomendations because to be completely honest the vegetables tossed in butter looks absolutely disgusting.

The dessert pizza (all 2 good slices of it) on the other hand looks like it could be quite tasty.

justbands 2:21 pm 08 Aug 08

I get angry with any company that has an email contact facility & doesn’t monitor it properly & in a timely manner. If you don’t want emails, then don’t advertise email contact details.

Thumper 2:17 pm 08 Aug 08

Ah huh…

Agreed with the above.

jakez 2:15 pm 08 Aug 08

Please accept my apologies for this. I’m disappointed that when you didn’t receive a reply to your email that you didn’t try to call us, I thought this would have been the most direct way of communication? Call me old school but I find that a quick phone call usually works.

From my perspective, it would have been much easier if you had called us as soon as you got your takeaway home. I find it’s easier to discuss something that has just happened rather than try to recall details at a later date. I assure you that if I had successfully received (opened) your email I would have contacted you straight away.

GAHHHH! Don’t do that!

It’s fair enough to say something about phone calls being easier but in this situation when you are responding to a complaint, just respond to the complaint. Don’t bang on for two paragraphs complaining about the persons choice of communication.

Option A: I do apologise for the mix up with the emails. I think in this instance a phone call will allow me to quickly address your valid concerns. I have provided my mobile number for your convenience.

Option B: Well dickhead, if you had have called instead of emailing you wouldn’t have had to wait.

cmdwedge 2:12 pm 08 Aug 08

AussieGal83 said :

Spam. Pfft. A likely story. Dan, you were ignored plain and simple.

Yup.

AussieGal83 1:52 pm 08 Aug 08

Spam. Pfft. A likely story. Dan, you were ignored plain and simple.

johnboy 1:49 pm 08 Aug 08

People, it wasn’t emailled in to me, it was submitted for publication as is. (added para breaks aside).

I’m respecting a decision.

Danman 1:34 pm 08 Aug 08

Thank you for your reply Jenny, it seems the power of RiotACT prevails.

Having worked in hospitality for several years I know how the majority of issues raised via the telephone work.

I complain to employee # X.
Telephone Call is amicably terminated.
Employee # X then either forgets my complaint, has a whinge to his colleagues, or ignores my concerns.

I am not saying that this was the case, but merely expressing that my experiences when I worked as a chef model my method of response.

For this reason I decided that email was the preferred method of communication.

Additionally, I find your management of electronic correspondence odd.

How many emails will you get from unknown sources, keeping in mind that you have the address on your business cards.

Why then did it end up in the spam box?

Dont you have a responsibility as a proprieter to filter genuine spam from actual letters lest this happen again ?

Getting 2 emails from teh same supposed spam address, I would have thought the penny would have dropped that it was a genuine email.

All in all, I am glad that you have taken time out of your day to address me here, and I look forward to discussing this further with you outside the bounds of riotACT.

Like I said, not after anything for free – just wanted an explanation of why our experience in your restaurant was as it was on that certain night, as it seems just as many people have had good experiences there as bad.

Skidbladnir 1:33 pm 08 Aug 08

Editorial styles differ it seems.
Mr Jazzhands had a tendency to blot out mobile phone numbers in comments for user’s ongoing peace of mind.

Katie 1:32 pm 08 Aug 08

Addressed to Daniel, not to everyone who reads Riotact!!!!

johnboy 1:30 pm 08 Aug 08

Katie said :

A bit rough to include this womans mobile number in the post though!!!

She wanted to talk over the phone and she put it in the message!

!!!

Skidbladnir 1:28 pm 08 Aug 08

Its a civil opening to a response.
(and congratulations to Firestone on engaging an unimpressed vocal customer)

But I will wait for a civil outcome, before coming to a conclusion.

Katie 1:27 pm 08 Aug 08

A bit rough to include this womans mobile number in the post though!!!

johnboy 1:17 pm 08 Aug 08

play nice people, it’s a civil response.

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