When I write one of my tech reviews, I always follow-up afterwards and send a link to the article to the companies I'd dealt with.
With the article about IFA Berlin, one of those companies was DeLonghi, a high-end Italian maker of small appliances. Usually I deal with specific PR reps, to I have a personal contact to write to. But sometimes, as in this case, I basically just wandered the DeLonghi show floor. So, I had to search through the company website to track down where to write.
When I do that, there's generally a media relations link, or a news link with press releases that provides names, or some other ways of tracking down where to write. It's not always quick, but especially with a company the size of DeLonghi -- the also own Kenwood, and have the license to make Braun small appliances -- the information is pretty much always available somewhere on the site. It just takes some digging.
As far as I could find with the DeLonghi USA website, though, it's just not there. The most I could find was Customer Service. When that happens -- which it sometimes does -- I write to them for contact information to the press department and end up getting it to the proper destination that way. (Hey, I does try...)
And so it was that I wrote to DeLonghi Customer Service. I got an odd reply with repetitive formatting (you'll see in a moment) that didn't seem to explain the request. So, I tried again more clearly. This was what I received from Customer Service in return. It's an even better example of what I was trying to explain about the first note.
DeLonghi makes very good products. They're just not apparently up to the same speed with Customer Service and email.
With the article about IFA Berlin, one of those companies was DeLonghi, a high-end Italian maker of small appliances. Usually I deal with specific PR reps, to I have a personal contact to write to. But sometimes, as in this case, I basically just wandered the DeLonghi show floor. So, I had to search through the company website to track down where to write.
When I do that, there's generally a media relations link, or a news link with press releases that provides names, or some other ways of tracking down where to write. It's not always quick, but especially with a company the size of DeLonghi -- the also own Kenwood, and have the license to make Braun small appliances -- the information is pretty much always available somewhere on the site. It just takes some digging.
As far as I could find with the DeLonghi USA website, though, it's just not there. The most I could find was Customer Service. When that happens -- which it sometimes does -- I write to them for contact information to the press department and end up getting it to the proper destination that way. (Hey, I does try...)
And so it was that I wrote to DeLonghi Customer Service. I got an odd reply with repetitive formatting (you'll see in a moment) that didn't seem to explain the request. So, I tried again more clearly. This was what I received from Customer Service in return. It's an even better example of what I was trying to explain about the first note.
DeLonghi makes very good products. They're just not apparently up to the same speed with Customer Service and email.
Dear Valued DeLonghi Customer, Thank you for contacting DeLonghi Customer Service. My name is Airica 1338537 and I'll be more than glad to help you today. I completely understand the request. However, the email you have reached me on is in the Delonghi call center. Our corporate office does not provide us with contact information to distribute as requested. If you would like me to forward the article up the chain of command, I will be happy to but I cannot tell you how to do so directly. Thank you again for contacting DeLonghi Customer Service, Airica 1338537 Subject: RE: - Press inquiry To: "support@delonghiusa.us" Thank you for your note. As I mentioned, I'm trying to find a contact name and email address who I can write to in your press relations department. I write tech reviews and would like to send a copy of my article about the IFA Berlin tech trade show, which includes mention of several De'Longhi products. Thank you. Robert Elisberg From: Delonghi Customer Service [mailto:support@delonghiusa.us] Sent: Monday, September 29, 2014 6:45 AM To: Robert Elisberg Subject: - Press inquiry Dear Valued DeLonghi Customer, Thank you for contacting DeLonghi Customer Service. My name is Airica 1338537 , and I'll be more than glad to help you today. You can send it to support@delonghiusa.us and we will forward it to the correct department. Thank you again for contacting DeLonghi Customer Service, Airica 1338537 Subject: Press inquiry To: "support@delonghiusa.us" Dear De'Longhi, I'm trying to find a contact name and address who I can write to in your press relations department. I would like to send a copy of my article about the IFA Berlin tech trade show, which includes mention of several De'Longhi products. Thank you. Robert Elisberg Subject: Press inquiry To: "support@delonghiusa.us" Dear De'Longhi, I'm trying to find a contact name and address who I can write to in your press relations department. I would like to send a copy of my article about the IFA Berlin tech trade show, which includes mention of several De'Longhi products. Thank you. Robert Elisberg Subject: RE: - Press inquiry To: "support@delonghiusa.us" Thank you for your note. As I mentioned, I'm trying to find a contact name and email address who I can write to in your press relations department. I write tech reviews and would like to send a copy of my article about the IFA Berlin tech trade show, which includes mention of several De'Longhi products. Thank you. Robert Elisberg From: Delonghi Customer Service [mailto:support@delonghiusa.us] Sent: Monday, September 29, 2014 6:45 AM To: Robert Elisberg Subject: - Press inquiry Dear Valued DeLonghi Customer, Thank you for contacting DeLonghi Customer Service. My name is Airica 1338537 , and I'll be more than glad to help you today. You can send it to support@delonghiusa.us and we will forward it to the correct department. Thank you again for contacting DeLonghi Customer Service, Airica 1338537 Subject: Press inquiry To: "support@delonghiusa.us" Dear De'Longhi, I'm trying to find a contact name and address who I can write to in your press relations department. I would like to send a copy of my article about the IFA Berlin tech trade show, which includes mention of several De'Longhi products. Thank you. Robert Elisberg Subject: Press inquiry To: "support@delonghiusa.us" Dear De'Longhi, I'm trying to find a contact name and address who I can write to in your press relations department. I would like to send a copy of my article about the IFA Berlin tech trade show, which includes mention of several De'Longhi products. Thank you. Robert Elisberg
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