How do you respond to request for support?

hey

i have a site that display product of a company. a visitor came to the site and drop off an email in the contact form abt a faulty product.

do i reply and say to contact the actual company or provide him with the link to support? or dont respond at all?

thanks in advance.

contacting him/her personally is a plus.. customer feels more taken care of when you contact them directly rather than sending him/her the link support.

You can't replace product or can talk on behalf of him/her... SO best way will be to reply to them and explain it to customer... Also provide them support link of company's site...

Explain it to him, what I learnt after 2 years.. is that the costumer feels safest and will order more and come back, and recommend to his friends/other people if you offer support yourself, not directing them to the company, you will never succeed like that, contact your company and tell your costumer the whole story and that you contacted the company your products are from.....

MAKE SURE YOU HELP YOUR COSTUMERS, NOT SOMEONE ELSE... you think that company would care about him?

im sorry, maybe i wasnt clear. the site is an seo site that i build hoping to gain sales from amaxon or adzenze. it got to first page for the term. its on the 6th spot. i havent social mark or article link etc yet. i just ping the links. (learning from all the experts here including bizroot)

i checked the search term on the site and it seems that this person came to the site through the search term. i suppose he thought it was the main site of the company. he didnt buy the product from my end. probably off the shelve or somewhere else.

i mite take up bizroot's idea of customer support link.