The guys at ACT LABS are rather Curt...I'm almost offended

[Hoagie_one]

Its like I was bothering them or something.  Anyways, here's a cut and paste of the emailI sent them

I see that you stopped selling the Act labs shifters, but still carry the
shift cover plates.  Are there any plans to start carrying the shifters
again, or any old stock still remaining?

Thanks
Mike

And their reply

No and no.


**** When replying please include all previous correspondence.  ****
 
Regards,
Orders at ACT LABS

-----Original Message-----
From: Mym_ray@hotmail.com [mailto:Mym_ray@hotmail.com]
Sent: January 1, 2005 12:46 PM
To: orders@act-labs.com
Subject: ACT LABS Order Inquiry

Name: Michael Campero
Company Name:
Email: Mym_ray@hotmail.com
Country: United States of America

---- Information About Product ----

Product Name: Act Labs Shifter
Order number:

---- Detailed description of the problem: ----

I see that you stopped selling the Act labs shifters, but still carry the
shift cover plates.  Are there any plans to start carrying the shifters
again, or any old stock still remaining?

Thanks
Mike

[menace]

LOL--well i guess that answers that--so light guns they can do but wordsmithing is beyond them--oh well

[Minwah]

Someone's bad first day back at work perhaps...

[ChadTower]

Someone is hung over.

[TOK]

Wow. You think he would have at least been courteous enough to tell you they've decided to quit making game stuff and concentrate on selling ricer tail pipes, pedal covers, air fresheners and shift knobs.

E-mail them again and say, "Dudes, do you sell NAAAWS? I want to bump by 80 horsepower Civic up to 680! Maybe some R-Type badges to make it an even 700! Roxors!"

 

[Hoagie_one]

i have no idea what your talking about

[TOK]

http://www.actlab.com/Products/caracc1.htm

Act-Labs Car Accessories. 

[NIVO]

I guess you gotta sell whats hot. Yea thats really the cold shoulder there Hoagie. I guess a last resort would be to hit some pc websites that do surplus and clearance stuff. And even fleabay(ick). I will pm you if i find anything related to what your seeking dude. Good Luck.

[NoOne=NBA=]

I see the shifters all the time on ebay.

[DrewKaree]

Its like I was bothering them or something.

After reading their e-mail reply to you, I was expecting some diatribe relating to your question.  Instead, after reading "no and no", I'm a bit corn-fused as to how you are reading so much into their question. 

Since you're almost offended at their curtness, allow me to explain   

You're asking them a few questions regarding a product you acknowledge they no longer carry - pertaining to an accessory item, and a question of remains and possible future production of the item no longer produced.

They handled your questions poorly.  Perhaps the other folks asking the same questions as you "primed the pump" for you to get the response you did.  Welcome to big business.  Consider yourself lucky they simply answered your questions and gave you a curt reply rather than the examples on this board where they treated their customers in a downright RUDE fashion.  THOSE are the people who should be offended. 

You won't want to hear this, but yours seems insignificant compared to the other stories heard here.  In light of those stories, yours seems to be an overreaction and reading too much into it.

I see that you stopped selling the Act labs shifters, but still carry the
shift cover plates.  Are there any plans to start carrying the shifters
again, or any old stock still remaining?

Thanks
Mike

And their reply

No and no.


**** When replying please include all previous correspondence.  ****
 
Regards,
Orders at ACT LABS

-----Original Message-----
From: Mym_ray@hotmail.com [mailto:Mym_ray@hotmail.com]
Sent: January 1, 2005 12:46 PM
To: orders@act-labs.com
Subject: ACT LABS Order Inquiry

Name: Michael Campero
Company Name:
Email: Mym_ray@hotmail.com
Country: United States of America

---- Information About Product ----

Product Name: Act Labs Shifter
Order number:

---- Detailed description of the problem: ----

I see that you stopped selling the Act labs shifters, but still carry the
shift cover plates.  Are there any plans to start carrying the shifters
again, or any old stock still remaining?

Thanks
Mike

[quarterback]

After reading their e-mail reply to you, I was expecting some diatribe relating to your question.

[Hoagie_one]

I said I was Almost offended.

I'm not crying about it or anything.  Just pointing out that some online retailers are less customer savey thanothers.

[Bones]

I was in customer service for many years and it really doesn't take much effort to reply with the following:

"Thank you for your enquiry but unfortunately we do not have any remaining stock or access to those items in the future."

Everyone has a different level of sensitivity but such a reply would have avoided this topic and the negative message it may carry to other potential customers.

Just my opinion for what it's worth. 

[fredster]

I have to agree with BrokenBones1

That's not good business. Not good at all, and it didn't take more than a moment or two to make you happy with a response. I don't blame you for being upset.

Sure, it's quick and to the point, but that's not how you talk to a customer under any circumstances.

It may point to a more systemic problem there at whoever or whatever is running that group. They can see their $35 light gun sell for over $125 and see that the demand is still there, yet they won't make more? 

That idea had a lot of potential for grouping with other products.  They could have sold it at computer stores, or opened a market to all manner of computer retailers.  What are they thinking?

ActLabs must be ran by a chimp to let things like that go by.

[Gunstar Hero]

It certainly shows a lack of respect for our market segment... maybe they're tired of dealing with backlash from janking the light gun!

[u_rebelscum]

I was in customer service for many years and it really doesn't take much effort to reply with the following:

"Thank you for your enquiry but unfortunately we do not have any remaining stock or access to those items in the future."

Everyone has a different level of sensitivity but such a reply would have avoided this topic and the negative message it may carry to other potential customers.

Just my opinion for what it's worth. 

Personally, I perfer straight, short and simple Yes/No answers to simple questions.  (Probably 'cause I'm not good at keeping my answers short or simple. )  One reason I like S&S is sometimes fancy or not so fancy words mudle up the answer.  For example, I find the word "access" in your example almost stepping around the question asked; if it were used in a real answer, I might wonder why the heck was that word used, and wonder maybe if the subject is being avoided, and thus maybe be pissed.   (Actually, your example is pretty good, and I had to stretch a little for my example )


OTOH, one more word to the original would have been perfect.

"No and no.  Sorry."



OTOH2, sometimes I find short and simple doesn't answer the question enough, and a long answer is needed or I get pissed. [shrug]   Like you said, can't please all the people all the time.

[spidermonkey]

It seems like Act Labs is somewhat lost as far as what direction they want to go in (product wise). I wouldn't be surprized if they go belly up in the near future givin the rather odd combination of products they're currently offering. They should change their name from "Act Labs" to "Act of Desperation" . Its too bad because they've had some pretty cool stuff in the past years. Seeing those giant round exaust tips on their site reminds me of a car I saw on Monday. I'm not into "rice rockets" but it looked to be an early 90's base model Honda Civic and the exaust pipe came out from under the bumper at a downward angle and right before it looked like it would almost scrape the pavement it swooped back up like a hook and then flared out at the end . It looked like he welded a friggin saxaphone to the end of his tailpipe ! I wanted to ask him if he could rev it up and play a tune from Kenny G but he was too busy reading his new pod of guages that he mounted on his drivers side window pillar which probably weren't even connected.I'm not even gonna get into all the other "horsepower enhancing mods" he was sporting but the car looked like something a clown would drive in circles at a circus side show. I was certainly impressed. Call me old but I think I'll stick to my V8's.

[Xiaou2]

  Act Labs has a horrible customer service staff.   However.. since managment hasnt found this out - they also have a poor managment staff. 

 And also, since they produced equipment that is highly failable (thier products break springs evrey month of use..ect) , and that they havnt done anything to better fix this,  and that they no longer produce new INNOVATIVE products..  it must mean they are about to go under... and

  They do not care.  They are just all sitting along for the ride as the ship sinks.  (much like Wico )

[ErikRuud]

I sent an email asking about the USB PC Guns and got this automated reply, which seems to cover a lot of issues.  It's polite, but not personal.

Hello,

Thank you for e-mailing ACT LABS Orders.  PLEASE READ the following as
it will likely contain the answer to your querry.  If your querry is
not answered within this e-mail, you will receive a personalized response
within 1 business day. 


*** For immediate assistance or to change or cancel an order, call
1-800-980-9997.


*** All in-stock products usually ship within 24 business hours of your
order being placed.  Tracking numbers are e-mailed usually within 24
business hours of order processing.  Shipping via UPS ground service
takes about 2 business days to the West coast and 6 business days to the
East coast.  UPS Air shipping takes approximately 2 business days in
North America.  For international orders UPS air shipping takes about 3-4
business days.  For international orders sent by Surface Post it takes
about 8 weeks but could take as long as 12 weeks.


*** If you would like a shipping and/or pricing quotation, you can
obtain one by simply filling out an order form on our web site
www.act-labs.com.


*** Please note the status of the following products:
- Force RS has been retired and we have no more stock.
- GPL USB Shifter has been retired and we have no more stock. At this
time it looks doubtful that we will be producing more GPL Shifters.  We
will continue selling parts in our Parts section as long as they last. 
You can subscribe to a Wish List on our home page for an update if the
product comes back.
- Performance Clutch Pedal System has been retired and we have no more
stock.  At this time it looks doubtful that we will be producing more
Performance Pedals.   We will continue to sell replacement parts as long
as they last in our Parts section.  You can subscribe to a Wish List on
our home page for an update if the product comes back.
- The Force RS USB cartridge/engine is in stock and shipping.  The
rebate program was discontinued for all orders placed after September 1,
2002.
- The PC USB Light Gun has been retired and we have no more stock. 
There is a chance the product will come back.  You can subscribe to a Wish
List on our home page for an update if the product comes back.
- The TV USB Light Gun is in stock and shipping although we are running
low on stock.
- Black fUnc Mousing Surfaces are in stock and shipping
- Orange fUnc Mousing Surfaces are in stock and shipping.
- The fUnc Anti-Friction Liquid is in stock and shipping.

Please note we had to close our European warehouse due to the high
operating cost. 

All International orders shipping to countries outside of Canada and
the USA come out of our Canadian office. 

*** If you are in need of technical support, need parts or would like
to return your merchandise, please contact our technical support
department via e-mail or telephone at:
E-mail: techsupport@act-labs.com
Telephone: (604) 278-3650, extension 110


*** FAQ:

- "How long does it take to get my product?"
1) UPS Air to North American destinations:
2 business days, possibly 3 if not located in a major city.
2) UPS Ground to North American destinations:
West Coast: 1-3 business days
East Coast: 5-6 business days
3) UPS Air to International countries:
3-5 business days
4) Surface Post to International countries:
6-10 weeks

- "Where can I get more information about your new USB Light Gun?" ---
Please check our online FAQ located at:
http://www.act-labs.com/gun-support.htm
http://www.act-labs.com/scripts/proddetails.asp?pid=92

- "Can I use the GPL USB Shifter and/or Performance Pedals with my
non-ACT LABS wheel?" --- Yes!  The GPL Shifter and Performance Pedals are
both USB devices.  As long as the game supports multiple input
controllers you should be able to use them.  Please note for some games that do
not directly support the GPL Shifter or the Clutch pedal you will have
to use our ShiftIt! utility which can be downloaded from our web site.


- "Are you coming out with new cartridges/engines?" --- At this time we
will not have a PS2, Xbox or Gamecube cartridge .  Note that the
current PSX cartridge is not compatible with the PS2.  The Force RS will
currently work with two PS2 titles, EA's F1 2002 and EA's Shox, via the PS2
USB port.

- "Will the Force RS support Windows XP?"
Yes.  You need to download the latest 2.5V drivers from
http://www.act-labs.com/forcers-support.htm

Note that the Windows XP driver for the Force RS is only compatible
with the USB interface.  Serial cartridge owners will need to upgrade
their cartridges to the USB version which can be found at:
http://www.act-labs.com/forcers-support.htm

- "Can I pay by any other means beside credit card?" --- Besides
accepting Visa, MasterCard, American Express & Discover you can also choose
to pay by USD Money Order or by Paypal.  If you choose to pay by Money
Order or Paypal just follow the instructions when you receive your 6
digit order number.  Please note that Money Orders are for those in Canada
& the US only.  We do not accept COD orders.

- "Can I purchase ACT LABS products in stores?" --- You can find a
current list of ACT LABS retailers at:
http://www.act-labs.com/partners3.htm
If there is not a retailer in your area, you can purchase ACT LABS
products online from any of the following sites:
www.act-labs.com (world-wide)
www.psxshop.nl (Europe)


Thank you,
ACT LABS Orders
www.act-labs.com

[Hoagie_one]

i forgot to add that i also recieved that email in additin to the first one.

[Sasquatch!]

Reply back with "Too long; didn't read".