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GGG Order and no response
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:
--- Quote from: Epyx on September 20, 2009, 12:12:43 am ---Agreed. I like the Lizardlick approach: ...
--- End quote ---
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.
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