How should I handle this issue

Fritzo

Lifer
Jan 3, 2001
41,920
2,161
126
I got an email from one of our customers that their email isn't working. Should I:

a) Reply to their email about their email not working

or

b) Call them to tell them that I received their email about their email not working

It's a conundrum.
 

ch33zw1z

Lifer
Nov 4, 2004
39,540
20,188
146
be professional, lol...clients can be sparse.

i'd respond, and follow up w/ a call.
 

mcvickj

Diamond Member
Dec 13, 2001
4,602
0
76
Did the customer give any specific details as to why they think their e-mail isn't working?
 

sinucus

Senior member
Feb 3, 2004
266
0
0
This is what I always do...

Reply back saying, "Works just fine, including attachments"
Attached to the email is my $150 invoice for services performed... That'll learn 'em
 

Fritzo

Lifer
Jan 3, 2001
41,920
2,161
126
I called her and she starting complaining that "none of my emails are getting out." I then asked her how I got her email. She said "I was different because I'm in the support dept.". ??????

You can't argue with logic like that.
 

DaShen

Lifer
Dec 1, 2000
10,710
1
0
Originally posted by: ch33zw1z
be professional, lol...clients can be sparse.

i'd respond, and follow up w/ a call.

Exactly. You can say that it looks as if the email system is back up again, so you can shift embarassment off the client.
 

jdini76

Platinum Member
Mar 16, 2001
2,468
0
0
Originally posted by: Fritzo
I called her and she starting complaining that "none of my emails are getting out." I then asked her how I got her email. She said "I was different because I'm in the support dept.". ??????

You can't argue with logic like that.

well in a way she is right. You are in the same network as she is. For instance if she has a yahoo account. "External" e-mails may not be going out. i.e e-mails to hotmail and anything not with a ".yahoo.com" ext. but e-mails to intranet people will still be received.

Understand what I am saying?
 

ViviTheMage

Lifer
Dec 12, 2002
36,189
87
91
madgenius.com
WOW.

they email saying its not working? there must be something more to it then that...maybe my emails arent sending to certain users, or maybe im not getting emails from certain users. ASK boyo.
 

Runes911

Golden Member
Dec 6, 2000
1,683
0
76
Originally posted by: jdini76
Originally posted by: Fritzo
I called her and she starting complaining that "none of my emails are getting out." I then asked her how I got her email. She said "I was different because I'm in the support dept.". ??????

You can't argue with logic like that.

well in a way she is right. You are in the same network as she is. For instance if she has a yahoo account. "External" e-mails may not be going out. i.e e-mails to hotmail and anything not with a ".yahoo.com" ext. but e-mails to intranet people will still be received.

Understand what I am saying?

I am pretty sure she means internal emails. Call it a hunch....
 

Fritzo

Lifer
Jan 3, 2001
41,920
2,161
126
Originally posted by: jdini76
Originally posted by: Fritzo
I called her and she starting complaining that "none of my emails are getting out." I then asked her how I got her email. She said "I was different because I'm in the support dept.". ??????

You can't argue with logic like that.

well in a way she is right. You are in the same network as she is. For instance if she has a yahoo account. "External" e-mails may not be going out. i.e e-mails to hotmail and anything not with a ".yahoo.com" ext. but e-mails to intranet people will still be received.

Understand what I am saying?

No, she's on a hosting provider's mail server, we're on our internal system. We outsource our web hosting servers.