Correspondence with Digitrax

[nachoman]

Gary, I would hold off for a couple of weeks to see if you get a further response. It looks like it might be a standard form letter that is automatically generated whenever a customer reports a problem. since the letter said that the "Product Dept." would be informed of this problem, give the Product Dept. time to review the situation and contact you about a solution. If you need to send a follow up letter, I would mark it "Attention Product Dept," and enclose a copy of your original letter and picture just in case the original letter was lost.

I have sent emails to companies about a problem with a product in the past, an invariably I get an automatic response email not unlike the letter you received, and it is followed up by a personal response from tech support, quality control, or whatever a few day later.

I agree with Russ here. The original email may have gone to a generic "inbox" that gets opened and read by an administrative assistant. That assistants' job may be to send a standard "thank you for your question" response and then forward to the appropriate department for further response. I think that is standard business practice these days. I deal with similar when applying for jobs. I have tried sending resumes to specific managers within the company, but the way companies are set up these days they prefer to to have an administrative assistant handle the mail, and hire through a dedicated HR department.