GGG Order and no response

[mark6437]

Howdy. I made my first order with GGG on 9-11-9. This is what I bought:

Products
1 x PGI™ - Pushbutton Graphic Inserts
  - Logo: TAB  $1.89
1 x PGI™ - Pushbutton Graphic Inserts
  - Logo: PAUSE  $1.89
1 x PGI™ - Pushbutton Graphic Inserts
  - Logo: EXIT  $1.89
1 x PGI™ - Pushbutton Graphic Inserts
  - Logo: P1  $1.89
1 x PGI™ - Pushbutton Graphic Inserts
  - Logo: GO  $1.89
2 x PGI™ - Pushbutton Graphic Inserts
  - Logo: 25CENT  $3.78
1 x PGI™ - Pushbutton Graphic Inserts
  - Logo: P2  $1.89
1 x LED-Wiz™ 32-port USB Lighting and Output Controller
  - Device Number: 1 (Use if FIRST or ONLY device o  $44.95
4 x NovaGem™ Lightable Horizontal Pushbutton
  - Microswitch: E-Switch™ (Like Cherry™)
  - Color: Clear w/ Red Light  $25.80
2 x NovaGem™ Lightable Horizontal Pushbutton
  - Microswitch: E-Switch™ (Like Cherry™)
  - Color: Clear w/ Blue Light  $12.90
5 x NovaGem™ Lightable Horizontal Pushbutton
  - Microswitch: E-Switch™ (Like Cherry™)
  - Color: Blue  $32.25
8 x NovaGem™ Lightable Horizontal Pushbutton
  - Microswitch: E-Switch™ (Like Cherry™)
  - Color: Red  $51.60
1 x TurboTwist High-Low™ Push-Pull Arcade Spinner Control
  - Configuration: Master (Includes Interface Board
  - Default Port & Cable Type: USB
  - Mounting Plate: Black Acrylic  $129.95
Sub-Total: $312.57
Flat Rate (Priority Mail (2 - 3 Days, Must Fit Flat Rate Box)): $12.95
Total: $325.52

I also made orders from Happ, Ultimarc, and NewEgg. I have received all of my other orders. Spent about $1900 in all. However the order I made with GGG still says processing. I tried emailing them but I get no response. My bank has been charged so I am all paid up with them.

Any ideas?

Thx
Mark

[wp34]

I recently placed an order I am waiting on as well.  I'm not sure GGG sends a confirmation email for shipping--- at least I cannot find one from my previous orders.  The only email I had from my last email was a note when Randy lowered the shipping charges after I placed my order.   

Randy has been fantastic to work with in the past so no worries.

[GaryMcT]

I placed an order a few days ago and recently got an email that it was shipped along with tracking information.

I haven't had problems getting orders from them, but they have been terrible about communication otherwise.

[cyapps]

Randy has been fantastic to work with in the past so no worries.

I second that.

And as far as the email confirmation of shipment goes, I received them on my last two orders (Jan this year and Sept last year).

[mark6437]

Ok. I know they are a good company I just wish they would tell me something. Like the order is backordered or whatever. Frustrating. They got my money but now I am just hanging in limbo..........

Thx for replys

Mark

[CheffoJeffo]

Many of these people do stuff like this part time and/or may be involved in RealLife(tm) that has distracted them in the short term.

When this happens, there are some simple steps to be taken before a public posting should be made.

1 - email for confirmation
1a - check your spam filters
1b - email from a different email address in case you are getting tagged by a spam filter
2 - call for confirmation
3 - PM on boards like BYOAC

If you have taken these steps, then please say so in your posts.

There are cases when there is an issue and some folks here may well be in touch with the vendor in question and can help work things out, BUT there are enough "I ordered my parts on Friday night and haven't heard anything by Sunday morning" posts to detract from dealing with the genuine communication issues.

No offense intended to the OP who provided more info than most do (including the order date, so obviously this isn't one of those Friday/Sunday cases that I mention).

 

[mark6437]

I did the email, as I said in original post. I sent the email from their web page so spam filter is not the issue.

There is no phone # on the GGG web page that I could find.

As far as a PM I have no idea who runs GGG so I really cannot PM. I would think the email sent from their own web page is just like a PM though.

The reason I posted on here is because I ordered all the other stuff on the same day I ordered from GGG and I have received all of the packages. Even the one from Ultimarc which comes from england. And the GGG site still says processing.

I am sure I will eventually get my package but a little communication would put my mind at ease. Again, they already charged my card.

Thx
Mark

[Haterot]

Not sure why you guys are having trouble, it may be the parts you are ordering are back-ordered.
I put an order in on the 15th, got a shipment confirmation tracking # on the 18th and expect the Post office to deliver this week.

I know it's hard to be patient but Randy will get your stuff to you.

[taylormadelv]

I'm always hesitant about ordering from any website without a phone #. BUT Randy does have the goods like no one else.... After reading a few posts like these, I like to shoot him an email asking if the parts I want are in stock and see how long it takes for him to reply. My last order shipped quickly without issues.

[Ummon]

Anybody providing any service should provide certain communications and updates in a prompt manner. These days there ain't no reason not to. If they can't in cases, they should restrict orders until/limit them so they can.

[Epyx]

Agreed. I like the Lizardlick approach:

http://www.lizardlick.com/order_update.shtml

Due to the ST:IV fever and resulting CP DIY'ers they posted this and at least mention up front its increasing their times by 2 weeks and communication will be slow...they even mention which parts are causing the issues etc.  That is the way to do it imo.

[nox771]

For what it's worth, I've placed a couple orders with GGG and the goods always came through.  However that said, one of the orders was complex and it took several weeks before I got it (I think it involved a lot of hand assembly).  I did not get status updates until it shipped.  At the time I was very busy so I didn't really notice.

There was another time I posted queries via the GGG website, and that was the equivalent of talking to a wall, so I think communication is lacking somewhat.  Seriously, people shouldn't bother putting query forms on a website if they are never going to check it (they are by no means alone in this - a lot of major companies do this as well).

I don't think you have to worry about not getting your stuff.  I seriously doubt a respected vendor would destroy their reputation here for $300. 

[severdhed]

i wouldn't worry.  when i was building my last panel, i placed orders from both GGG and Ultimarc, and my Ultimarc order came several days before my GGG order did, even though it was from the UK...ultimarc is just awesome like that.

communication is a little lacking with ggg, but i had no problems at all getting my stuff from them

[DillonFoulds]

I ordered a KeyWiz40-Eco from them last sunday, and got the comfirmation within a few hours. They processed it wednesday and i received and e-mail saying so, and I'm expecting it to arrive this week.

I'll keep this thread updated, but i don't have any issues so far.

[CheffoJeffo]

I did the email, as I said in original post. I sent the email from their web page so spam filter is not the issue.

As I said, I intended no offense ... BUT there are many scripts that will get caught by SPAM filters, even from the vendor's own site (I wouldn't ever assume that the vendor's webhost is the same as the vendor's SPAM filter provider and, even if so, that they have everything configured properly to pass through)

As far as a PM I have no idea who runs GGG so I really cannot PM. I would think the email sent from their own web page is just like a PM though.

I guess I should have mentioned that (and am surprised that nobody else did):

http://forum.arcadecontrols.com/index.php?action=profile;u=157

The reason I posted on here is because I ordered all the other stuff on the same day I ordered from GGG and I have received all of the packages. Even the one from Ultimarc which comes from england. And the GGG site still says processing.

Hey, I understand -- stuff from Ultimarc gets to me faster than stuff coming across town.

[CheffoJeffo]

Agreed. I like the Lizardlick approach:

http://www.lizardlick.com/order_update.shtml

Due to the ST:IV fever and resulting CP DIY'ers they posted this and at least mention up front its increasing their times by 2 weeks and communication will be slow...they even mention which parts are causing the issues etc.  That is the way to do it imo.

To be fair, LL  has been having some issues in that regard (the terms used by experienced customers ran along the lines of "blowing smoke up your ass").

[Ginsu Victim]

stuff from Ultimarc gets to me faster than stuff coming across town.

Yeah, it's insane how quick I get stuff from Ultimarc compared to everyone else (even in my own state).

[Epyx]

stuff from Ultimarc gets to me faster than stuff coming across town.

Yeah, it's insane how quick I get stuff from Ultimarc compared to everyone else (even in my own state).

Yep, I've had stuff from Ultimarc get to me in Canada within 2 days.

[Ginsu Victim]

Same here in Oklahoma.

[RayB]

Randy HAS been quiet on these forums recently...   

[mark6437]

Randy just responded to my email. He said they had ran out of the button inserts and that my shipment should go out today or tomm.

Mark

[RandyT]

Let me see if I can address some of the things being stated in this thread;

We have been experiencing some growing pains here at GGG.  We have altered some of our manufacturing techniques to become more efficient, which requires new board designs for every product, and new process development.  Anyone who has ordered NovaGems or Electric ICE buttons has already seen a portion of the updates.  The good news is that the newer methods are working extremely well and have already begun to ease the load.  But there are several more to do, so the benefit has not yet been realized.

We also have new things in the works that require a lot of time, plus balancing the late summer "get it done while you have a chance before you get buried in 3 feet of upstate NY snow" issues that have been let go for about 3 years now.  The latter is mostly behind us, but the latest project is one of the bigger ones we have attempted.  It required injection molding of some very complex parts, which meant a lot of design time and communication with vendors.  I won't say what it is exactly, but it is my vision of a gaming staple that will allow for a level of versatility and performance not found in similar items.

As for the "up and down" ordering solution, I have considered it, but I have to say that it rubs me the wrong way.  Folks who order simple stuff that we can get out quickly and have in stock, still get their orders as fast or faster than if they were to go elsewhere.  Specialty items that only we manufacture, some of which can take an hour of my time each (*cough* TT High-Lows), will likely end up causing a short delay until I can fit it into my currently nightmarish schedule.

If these types of posts start to become commonplace, we will probably have no choice but to do something I really don't wish to do, which is to start to take orders sporadically.  It would be a shame to do so, however, for the 2% of folks having issues.  It's also a shame, because it doesn't make things easier on anyone as it still takes just as long to get the parts, and adds extra difficulty for the customer to get the order into the queue.  It really makes little sense.

RE: Communication

As much as I would like to respond to 7 emails from 1 person asking for information already present in the documentation or at the website, or providing technical support for issues that have nothing to do with our products, or answering order status inquiries every day from 2 days after an order is placed until it arrives, it's just not something we have the manpower to do.  I try to help when I can, but lately there has been too much "background" to do the "above and beyond" thing that I would really rather be doing.  As someone has noted, I haven't had the time to even visit the forums as much as I would like to.

My apologies for the fulfillment speed of some orders.  We're doing our best and I will continue to look into what can be done in order to do better.

RandyT

[mark6437]

RandyT, I am not the kind of guy that constantly bugs people about my order. I got concerned because I had already received my other packages and the GGG web site still said processing. I was woried something weird happened with my order and I just wanted to make sure everything was in order. I figured I would ask in here if anyone was having the same problems to put my mind at ease.

I am building this current Cab for someone else so its not my money I was spending and I just got worried. NO hurry on my order AT ALL. Just wanted to make sure you got it.

Take your time, no hurry!!!

Mark

[RandyT]

Just so folks understand our ordering system;

1) if you receive an order confirmation (unless the site is terribly broken, everyone does), we got the order and it is processing. 

2) The order is then reviewed and any special instructions or comments are handled if necessary.  If you have special needs, expect that processing will be delayed.  It's only fair.

3) If the order is straight forward, and we have the parts ready and in stock, it gets shipped ASAP.  If there are issues, either with the individual ordering parts that are different than their planned use communicated in email or in the comments, or the payment is declined, then we will contact you as soon as we can make time to.  This happens more often than one might think.  If it is something that causes the order to be "dead in the water", the order status available from the web site will indicate that pretty much immediately.  With us, no news is almost always good news, as the adage goes.

4) "In stock" status on the store sometimes means we have all of the parts to manufacture said items, or we have shipping confirmation and are tracking them on their way to us.  In this business, especially with specialty items, the flip side of this is a month+ long wait for the custom parts to be produced.  Maybe we need another classification, but this is the best the store can offer currently.

Hopefully this will help people understand the process a little better and help them to help us and themselves at the same time by not being concerned about the status of their orders.  We never have and never will "stiff" a customer, and if there's a problem, I will let you know about it (unless I screw up, and I try really hard not to do this!)

Thanks everyone for giving us this problem!  It's the best kind for a business to have

RandyT

[enskpo]

Agreed. I like the Lizardlick approach: ...

I just placed an order with Lizardlick a few days ago and even though the site said 2 weeks it was shipped in about 4 days.

Underpromise, Overdeliver.  I like that kind of business.

[Ummon]

We also have new things in the works that require a lot of time, plus balancing the late summer "get it done while you have a chance before you get buried in 3 feet of upstate NY snow" issues that have been let go for about 3 years now.  The latter is mostly behind us, but the latest project is one of the bigger ones we have attempted.  It required injection molding of some very complex parts, which meant a lot of design time and communication with vendors.  I won't say what it is exactly, but it is my vision of a gaming staple that will allow for a level of versatility and performance not found in similar items.

I can hear little voices whispering curiously....."yoke?....it might be a yoke.....could it be a yoke?"

[Ginsu Victim]

We also have new things in the works that require a lot of time, plus balancing the late summer "get it done while you have a chance before you get buried in 3 feet of upstate NY snow" issues that have been let go for about 3 years now.  The latter is mostly behind us, but the latest project is one of the bigger ones we have attempted.  It required injection molding of some very complex parts, which meant a lot of design time and communication with vendors.  I won't say what it is exactly, but it is my vision of a gaming staple that will allow for a level of versatility and performance not found in similar items.

I can hear little voices whispering curiously....."yoke?....it might be a yoke.....could it be a yoke?"

Doesn't sound like it to me.

[RayB]

Is it a 1 size fits all adjustable plastic monitor shroud?

[wp34]

I recently placed an order I am waiting on as well.  I'm not sure GGG sends a confirmation email for shipping--- at least I cannot find one from my previous orders.  The only email I had from my last email was a note when Randy lowered the shipping charges after I placed my order.   

Randy has been fantastic to work with in the past so no worries.

My order shipped today.  I did get an email confirmation with tracking number.  I must not have saved those from my previous orders. 

With my first order Randy took a lot of time via email to help me with a dumb mistake I made.  He even sent me a replacement part for free and was under no obligation to do so because the problem was mine.  That being said I can wait a few extra days on an order.

[DillonFoulds]

Order arrived today!!!

Placed on the 13th
Shipped on the 16th
Arrived on the 25th

Looks good to me. Only wait time is the shipping from US to Canada, but that was to be expected.