Ultimarc order - how long for confirmation?

[maraxle]

I placed an order with Ultimarc last week after emailing Andy to make sure what I wanted was in stock.  I emailed first because the last time I ordered, what I wanted was out of stock, and I only found out because I went back to the site to look for something else.  Anyway, since placing the order, and making my payment, it has been a week and I have received no confirmation that my order even processed, let alone shipped.  I have emailed Andy twice, but have received no response.  Of course my payment has processed, though...

What's the deal?  How long does a confirmation from them usually take?  A simple "we're bogged down, but working on it" would make me happy.

[SirPeale]

Interesting...my order took like two days for confirmation.

[maraxle]

I'm wondering if I'm just not receiving their email for some reason.  I don't have any spam blocking turned on, and I'm receiving email from other people, so I don't think it's on my end.

[SirPeale]

I don't think so.  I had some questions regarding my order, and I emailed him but never got a reply.  I got my questions answered on my own, so didn't think much of it.

[maraxle]

Ah ha.  Andy must have read this because he just emailed me.  He said that they had automatically sent the tracking number, but for some reason I didn't receive it.  Problem solved!  

[ground_squirrel]

My friend and I placed large orders ($200 plus dollars) with Ultimarc on 2/26, and they were delayed due to the joysticks being out of stock. I emailed Andy and said to ship the order without them and credit me. Andy replied on 3/21 and said that the order had been shipped and that the credit had been given for the joysticks. As of 3/29, neither has happened. I have emailed him two more times asking about the order and the credit. I have not gotten a response. I am close to disputing the order with the credit card company. I did receive a previous order a few weeks prior, but it was poorly packaged, and the trackball plate was bent up. Sometimes Andy replies quickly, sometomes not.

Resolved!
I got ahold of Andy finally and Andy found out that his help had accidentally cancelled our orders, and credited the wrong customer for the t-sticks.  Andy was very apologetic and promplty took care of all the issues. He shipped both our orders out immediately, and even kicked in the t-sticks for free! I feel bad for ever doubting. There was a lull in communication in there though, and Andy explained that they have been put into a frenzy with all the back orders due to the t-sticks. Anyway, in summary, my issues were resolved promptly and professionally and I am very happy. Yes, patience is the key.

[dabone]

I had trouble with an order from them, I received a tracking number for the order but dhl said it didn't exist. I email Andy and got a reply within 24 hours. The order was backordered because of a missing part. Part came in when promised and the order went out. The package arrived today in pristene condition. I also had a problem with a video amp from a previous order that I was working on this weekend. I emailed him my issues and was SHOCKED that I got a reply within 30 mins.. (On a sunday no less). I highly recommend his company.
I work for a computer company and yes sometimes orders get messed up, but as long as a company works to make them right I'm a happy customer.


Later,
dabone

[EnglandFC]

My mum bought a load of stuff for me from Ultimarc (just got back from the states after 5 years...no bank account to speak of).  There was no option to have a different shipping address through the web pages, but after a quick email it was sorted out, and the stuff arrived at my place very quickly (just after the tracking number started to work), but....

I was missing one joystick.

However, my mum emailed Andy and one was sent out asap.  It arrived today...longer than I had hoped since it came via post rather than DHL, but good service nonetheless.

It seems that his email tends to get checked in the evening (UK).  Suits me just fine.  I can say nothing bad about the service (except for the original mistake), and I'm loving my IPAC and real arcade controls.

[GGKoul]

I know Andy was on vaction until March 15 and he's probably busy playing catch-up with all the T-Slik Plus backlog.

I've emailed him a few times and got a response within 2 days.  Yes my orginal order my short 2 T-Slik plus when I recieved my order.  But he's assure me that he will send out my order at no charge when he's has the T-Sliks.  And since I'm waiting, I added more to my order and he didnt charge my any shipping.

So I cant complain with Andy's service.  But shipping issues with DHL is another thing...

-GGKoul

[Zakk]

My friend and I placed large orders ($200 plus dollars) with Ultimarc on 2/26, and they were delayed due to the joysticks being out of stock. I emailed Andy and said to ship the order without them and credit me. Andy replied on 3/21 and said that the order had been shipped and that the credit had been given for the joysticks. As of 3/29, neither has happened. I have emailed him two more times asking about the order and the credit. I have not gotten a response. I am close to disputing the order with the credit card company. I did receive a previous order a few weeks prior, but it was poorly packaged, and the trackball plate was bent up. Sometimes Andy replies quickly, sometimes not at all. I don't get the feeling that this business and his customers are much of a priority to him. He'll get to you when he feels like it. Maybe never!

As someone who has ordered from Andy (overseas no less) at least 15 times, I can 100% vouch for him.  It would be a first for me to hear that he had actually frauded someone.  Give it a couple of days and I guarantee you'll have your products, or he'll make it right.  

[ground_squirrel]

I got ahold of Andy finally and Andy found out that his help had accidentally cancelled our orders, and credited the wrong customer for the t-sticks.  Andy was very apologetic and promplty took care of all the issues. He shipped both our orders out immediately, and even kicked in the t-sticks for free! I feel bad for ever doubting. There was a lull in communication in there though, and Andy explained that they have been put into a frenzy with all the back orders due to the t-sticks. Anyway, in summary, my issues were resolved promptly and professionally and I am very happy. Yes, patience is the key.