We do some things differently. Many of you will notice that we have a policy of using email and our user forum exclusively to communicate with customers. We prefer not using the telephone except in very rare cases. If you leave a phone message, we will listen to it but expect an email reply only. All communication for sales and support is performed through the web and email. This means that if you want a reply to a voice message (we do have a voice mail number), you'll at least have to email us your email address. This policy is a result of our striving for efficiency of the company. As enjoyable as it can be to speak with customers at length on the phone, we found that most of our phone time was spent on subjects that were not relevant to the products we were supporting or selling. The surprise was how much time that turns out to represent! This tends to drive overhead costs up excessively with little benefit for the customer. Rather than raise prices to compensate, we started this experiment of exclusively using the internet some years ago. It seems to be working well inasmuch as we now spend very little of our time on telephone communication and contributes to our goal of offering top quality products at minimal cost to the customer.
Something about putting your thoughts in writing tends to make the question much more precise while often causing it to answer itself. Additionally we find it much easier to provide support when we can email along relevant data or links.
If you do decide to leave a voice message and expect a reply from us, be sure to clearly spell out your email address so we can reply to your message.
Atelier Robin Inc.