I'm a vendor mentioned sometimes on this list (albeit a small vendor) and do
appreciate everyone who contacts.  There are times, though, that I'm sure
I've deleted a valid message.  I get over 300 emails a day.  Makes it a bit
difficult to perfectly sort the junk from what you guys want.  I do the more
"custom" locksmithing when I get home in the evening when I can devote the
time for a good bit of the hand-holding that is necessary to work on our
vans.  Seldom do I just get an order for something.  I try to answer the
phone messages, but there are times I don't understand the callback number,
or other audio problems with the voicemail system.  I can't speak for the
other vendors, but we DO want your business.  We get frustrated when you
call us for advice, though, then buy from another vendor, then complain to
us again.  It really does happen frequently.  Recently a VW owner called me
about making keys to his car and asked me about it.  I told him how we would
do it, and cautioned him that a local locksmith would probably screw up.
That person decided to use a local guy, after taking my time and my phone
charges.  He got something that didn't work and called me wanting to know
how to fix it.  We, as vendors, really feel taken advantage of in that sort
of situation.  We understand wanting to save a buck, but you'll find that
most of us who are specialists with Vanagon, Busses, or whatever really
aren't that much more expensive (and sometimes less expensive) than the big
guy that we are losing the sales to.  We DO want to support you, and help
you out and give top-notch service.  We want it to go both ways, though.  We
can't continue the support to you without your support in return.  If I've
not responed, chances are pretty good that your message was accidentally
deleted or lost in cyberspace somewhere.  A bit of advice, though.  In an
email subject line, be pretty definitive.  Don't just put something like
"question".  Put something that will tell us what you need as we scan
through the messages.  It'll help us both, and chances are you'll get a
response the first time.  Just my 2 cents worth.  I wouldn't be here without
you guys, as is the case with the majority of the list vendors.  We just
hope you see our side of the equation, too.
Happy Holidays,
Steve Sandlin