I’m the first to admit when I make a mistake, and I ensure that Steinhausen as a company maintains that save level of humility. Mistakes happen, and they usually lead to upset. Especially when the mistake is a miscommunication or no communication.
Earlier in the year, we launched a new ticket managing system that allowed us to integrate our product questions and general contact website form with this powerful ticketing system. We have used this system to streamline our return process and improve our over all customer satisfaction. However, when implemented the ticketing system would automatically respond to the product questions and general contact emails and close the tickets. This was not due to any error on the part of the ticketing system itself. We misconfigured the system.
The result is that we have 280 unanswered product questions and nearly 100 unanswered general contact forms. Why are we airing out this mistake? Isn’t it embarrassing? It certainly is! Not much is more embarrassing that working on rebuilding a brand and making this kind of mistake. However, I know that ignoring it or trying to answer the questions months after the fact without acknowledging the mistake is an even bigger mistake.
We have fixed the glitch in the misconfiguration in our system, and we are going to answer all of the questions within the next 5 business days, including any new questions that come in during that time.
The good news is that this did not effect any of our shipping, ordering, or return processing systems. It was limited just to the product questions and general contact form.