Originally Posted by
Matterbator
I have no argument with your phone call statement, but seriously man, IRO is a business. A business generally likes customers to be happy, and responding to emails within 7 days is not difficult. If you're a professional business with a website proclaiming the joy of riding and customer service, it only seems logical to me to tend to the people who are buying your goods.
I think there are priorities at any business and answering general customer emails isn't at the top of the list. Sure, it's not something to disregard but when you're busy ... you're busy (and remember that this is literally the peak of the bike buying season). The priority is customers waiting for product and dealing with retailers in a similar situation (but on a much larger scale).
Hypothetical time: I get 20 emails per day about my products and only get a chance to answer 15 of them between everything else I'm doing. The next day there's another 20 ... well I forget about the 5 I missed and get on with things. If it's an important point,
you shouldn't rely on a single email. That is universal in any situation.