Originally Posted by Nuance
It sounds like this could have been resolved much easier/quicker by simply calling them instead of using the e-mail approach. I'm glad things are getting resolved, though.
Unfortunately, society today has more of a CYA mentality. Everything has to be logged, written, printed, traceable to the source, accountability transparent.
There's no such thing as scout's honor, word is bond, gentleman's handshake or trusting a verbal agreement.
I blame lawyers and human nature. (Greed is the operative word here.)
And most companies would prefer receiving emails than phone calls so they can review them at their convenience and not speak to customers directly to avoid any misinterpretation or miscommunication (or hearing lengthy complaints
That said, I believe the OP did provide ample opportunity for ED to respond to his concerns via his preferred means, and as they are now finally being addressed, we'll just have to wait for the results.
There's a fine line between being accommodating and being exploited. Each of us has our own patience threshold, and once crossed we change like Jekyll and Hyde from being nice to nasty.
Automatically ruins the working relationship going forward, but isn't the onus on the seller to satisfy the buyer?
Let's not get it twisted: The customer is the one paying.