I’m pretty frustrated with e-mail lately. I’ve run into countless times with co-workers and supposed customer service people, who either did not bother to read the entire e-mail I sent, or just completely ignored what I wrote in the first place.
To be fair, an e-mail I recently sent to the entire office contained 361 works and 1973 characters, not a novel. It contained very relevant information regarding an upcoming fundraiser and the requirements for participating. I sent the e-mail and had a great response. My co-workers seemed excited to participate in such a worthy cause.
Fast forward to the day before the taco lunch. No less than 10 people asked questions that were answered in the initial e-mail. I politely told them the answer was in the initial e-mail. That’s when several of them said, “Oh, I didn’t read it.” Or my favorite, “I deleted that without finishing reading it last week.”
While I wanted to scream, “I don’t write for my health, you know!” I refrained and just smiled and said next time you might want to read an e-mail I send, I don’t send office wide e-mails regularly.
The second instance of my frustration with people not reading an e-mail came from a well-known, mail order clothing company. I wrote a complaint after returning several items that not only looked nothing like what was pictured in the catalog, but didn’t match up to the provided sizing chart.
This is an excerpt from my initial e-mail: “I love most of your products and enjoys shopping in the stores, but I am finding the sizing to be ever-changing and hard to follow… Mostly, I am writing because this will be the third time I’ve had to return something because of a sizing issue and I find it very unfair that I am constantly charged $5.99 to send back something that will never fit. Please review your exchange policy.”
The response I received did not address my concerns at all.
“Thank you for your e-mail regarding your return postage. We are happy to assist you with your inquiry. We offer a pre-paid UPS return label to provide greater convenience for our customers. If you use the label and take it to UPS or drop it in a UPS box, you will not have to pay the return postage. Once your return is processed, a $5.99 charge will be deducted from your return or exchange if you used the label. You may also pay to return the merchandise using your own method such as Federal Express or United States Postal Service (USPS). Please note that return postage costs are not refunded by [COMPANY]. We assure you that you may return multiple orders within one package and use one pre-addressed UPS return label. To ensure accurate return entry, however, we do not recommend returning merchandise from more than one customer number.”
To which I replied, “This really didn’t answer my concern. Did you even read my comments?”
The second response I received credited my account the return fee and assured me my concerns were “forwarded to the proper department.” While better, the e-mail did not address my specific concerns and I just gave up.
I am concerned that in this information overload culture we’re creating that no one bothers to read or even worse read and comprehend any more. Didn’t we all learn how to do that in first grade?
Unfortunately, I don’t have a solution, but I’m open to suggestions.