I didn't realize how used I was to getting an auto responder message until I was househunting online recently out of state and in touch with a number of realtors via their websites.

Of all the ones I'd advised of what we were looking for by email or filling in an online form (and there were about a dozen agencies we got in touch with), only two didn't have even a plain vanilla " thanks for your enquiry" response.

It did make me as a customer wonder if they ever got it and then when I didn't hear anything at all within a few days, not even an acknowledgment, that just plain irritated me. We hadn't even talked yet and already I was feeling unhappy about them.

Of the two that didn't send an automated reply, one got in touch two weeks after we'd already closed on another house saying, and I kid you not: "I never read my email because so few use it - do you still need help?"

Errr, not from you, thanks, Mr. Efficiency, even if I hadn't already bought a place. Why on earth give business to someone that can't even respond to your iniitial enquiry? That guy would have been better removing the contact us by email option completely and just having a phone number up on his site. But I digress into a rant LOL.

The other realtor when we called them about three days later said they'd got it but had been too busy to reply. (!) Now maybe I'm picky but I don't think a ten second " thanks for the enquiry and I'll get back to you as soon as I can" is much to ask. She was the perfect example of someone that needs one but never does set one up and got added to my "don't use them!" list for rotten customer service too.

Summary : autoresponders are cool and at least let your customer know that you know they and their email exists! Thumbs up for them from me. I think they're a handy tool and a courteous way of acknowledging initial contact when you're don't have the time to do so immediately yourself with a personal reply.

I'm glad I read this thread. It is obvious that an auto responder has its place. I will likely use one on a customers first message to let them know that I got the message. I can also see it's use in providing alternative contact info when I'm not available. For that I can see it could be a great benefit beyond that I think it would be a liability.

I have a love/hate relationship with autoresponders. I love the fact that I know someone got my question, comment, etc. but like many hate the fact that when I'm really looking forward to a response on something that it really dampens my mood when I get one. I think they do have their place but sometimes I think that some people use them just so they can put off answering us.

Chris