Why is cust svc ignoring my emails??

[booboo39]

Dear Cathe,
I have been emailing since last week regarding a problem with my Kick Max DVD your replacement policy and customer service has not gotten back to me. I am aware that SNM is in the process of getting ready to ship the new DVD's however I feel SNM should still be able to address other issues. I have emailed numerous times now. Would you kindly have someone look into this please?
thank you

 

[SNM Videos]

Every email that is sent to our [email protected] is answered usually within 1 business day. We would never ignore a customer. We're currently up to date on all customer service emails. When you email [email protected] you will get an automatic and immediate response along with a ticket #. If you don't receive a ticket number then you either have not sent the email to the correct address or your spam blocking software is preventing us from contacting you. If you have received a ticket# and have not heard from us there can be several reasons:

#1 The email address you have listed in "my account" is wrong. You will still receive the automatic response with the ticket # since it is sent to the email address that sent in the request. However any follow up emails by our staff will be sent the email address you have listed in "my account". If this address is not correct you will never receive a response from us and we will not know. This is also the most common reason for not receiving a response.

#2 Make sure you have listed an accurate subject heading in your email. We receive hundreds of spam emails everyday. Putting a word like "HI" in the subject will cause your email to be flagged as spam.

Our ticket system list any and all open tickets. We currently do not have a ticket that is older than 3hours and 42 min and nothing like you have described. If you could please list all of your ticket numbers I can investigate this further for you. If you have sent your emails to the wrong address then please contact [email protected]

 

[SNM Videos]

We did just receive an email from you and responded. I also checked on your previous emails and all three were answered by us. The email address we're responding to is a ...cox.net address. If this address is wrong then it would explain why you're not receiving our emails. If this is the case you will need to change your email address in "my account" in our shopping cart. If the address is correct then you need to check your spam filter and allow emails from [email protected] to get through.

 

[lrb04]

Dear Cathe, I emailed 3 times without a tickect number or response. I used your customer service emai address that was given on your site. I also left a phone message on Monday morning with no response yet. I was trying not to have the order shipped before Nov 1, because am going out of town. Thanks for your help, Patricia

 

[SNM Videos]

If you have not received a ticket number then your emails are not being received by us or your spam filter is blocking our response. Ticket numbers are automatically generated and sent within seconds of receiving an email. Phone calls can take several days for a reponse though we try to get back in one or two buisness days. Please make sure you're emailing [email protected] and that your email address in "my account" in our shopping cart is correct. If you can't get your email to work then I'm sure someone will return your phone call.

 

[booboo39]

Thank you, thank you, and thank you again!!. I wasn't even aware I had a spam folder and lo' and behold there were your responses. thank you for being paitent with me!
booboo39

 

[ldy_solana]

>Thank you, thank you, and thank you again!!. I wasn't even
>aware I had a spam folder and lo' and behold there were your
>responses. thank you for being paitent with me!
>booboo39

spam folders, works when you don't need it to and doesn't when you do. LOL.

kassia

http://www.picturetrail.com/ldy_solana

"And do what thee wilt as long as ye harm none"

 

[butterflygurl]

>Every email that is sent to our [email protected] is
>answered usually within 1 business day.


I too e-mail support @cathe.com and [email protected] and have not received a reply- not even the auto reply. Please let me know if I did something wrong.

 

[SNM Videos]

If you have not received a ticket number then you have either emailed the wrong address or you have a spam filter which is blocking our response to you.