The best way to get a fast response from Queensberry

We know why someone might want to fire an email at their supplier sometime, and copy in everyone they know there! We’ve done it ourselves. It sure feels good, but it’s not the best strategy. Any one of three things can happen.

• All the recipients ignore you on the assumption that “someone else will handle it”.
• All the recipients handle it on the assumption that everyone else will ignore it, until someone somewhere says “Didn’t we do this yesterday?” and calls a meeting to sort things out.
• The recipients call a meeting to decide who handles it, so nothing happens till after the meeting.

A few months ago now we reorganised our Client Support and Order Processing Teams to avoid that sort of confusion. Our Support Centre was part of that reorganisation, and it is definitely the fastest way to get your queries and problems addressed at Queensberry.

• It automatically directs your enquiry to the person best suited to deal with it.
• It enables both you and us to keep track of the conversation.
• It allows us to better monitor any problems.

How to use our Support Centre

Really, Support Centre is just a computer database that matches up your enquiries with our staff so we can sort things out for you as quickly and efficiently as possible. You can choose to “use” Support Centre one of two ways...

• By emailing us (your messages are automatically fed into the Support Centre; you’ll receive back an auto-response email followed as quickly as possible by a response from our staff); or better still...
• By logging on at http://support.queensberry.com/ and "submitting a ticket" (starting an enquiry); this is even faster than email because your enquiry will go directly to the best person or team to handle it.

If you phone us, your call also gets logged into Support Centre by our staff. Of course you’re welcome to phone us – that’s what our free-phone numbers are for - but there’s often no advantage over emailing. If you get our voicemail, as you sometimes will, just leave a message clearly stating your name, country and contact details so we can identify you. You can trust us to call you back.

If you prefer to email, please be aware that writing to individual staff members may cause delays: besides, staff are instructed simply to redirect your email to Support Centre. Use these two addresses instead:

This email address is being protected from spam bots, you need Javascript enabled to view it goes to Client Support

This email address is being protected from spam bots, you need Javascript enabled to view it goes to Order Processing.

If by chance you use the wrong address your message will be redirected by our staff on duty.

For specific instructions on how to use our Support Centre click here.