Quote:
Originally Posted by Jason M
After talking with Corey and placing my order, I understood that "catching up"was happening and it was "a great time to be ordering". 6 weeks or so for tunes. It's been 5 weeks and I see that I am like 147 away.,with no change in the last week. I understand that things haven't been going great, but at zero per 5 days I estimate my tunes will be ready... never! Am I alone in feeling this way? Nothing personal,but my 500 bucks is already paid. Disappointed -jason-
|
Jason,
Just so we are transparent, I removed your message in my Visitor Messages and copied here along with my PM'd response to you.
Quote:
Originally Posted by Jason M
I understand that things have not been easy at home or work. Please give me an idea when my tunes might be ready. I wouldn't have purchased, knowing it would be months( 3 or more) I know you do great work, and I look forward to having it. IF IT IS GOING TO BE MANY MONTHS don't let Corey say to folks 4-6weeks. Ireally do appreciate what you do If it is going to be the middle of the summer before my tunes are ready, you should let me know. -jason-
|
First, let me say that I can understand your concern. Given the tremendous number of delayed calibrations resulting from the unexpected amount of orders we received in February and March, I can appreciate the disappointment of many of our customers that purchased programmers during that time period and have had their calibrations extensively delayed. We have made every effort to be as accurate as possible in our estimation of calibration lead times and as soon as we realized there was going to be a backlog of orders, we had made adjustments from 4 weeks to 6, 8 and even 10 weeks, with most folks understanding the reasons for the delay and being quite happy to wait.
With that said, I feel that it is quite unwarranted to come at me in the fashion you did about not informing you of a *potential* delays with your calibrations when it has only been 30 days since we received your HEX code (PM'd on 05/06) and put your order in queue. Correction... 31 days.
When Corey told you 4-6 weeks, we felt that was entirely accurate at the time you ordered. To basically insinuate that you were intentionally misled is a bit unfair.
As you are probably aware, Corey has had some urgent medical problems the last two weeks (actually over the last month) and these things you simply can't plan for. We have tried to keep everyone informed of the status their calibrations, even to the point where we have made revisions in the Pegasus software so that people can stay on top of where they are in the grand scheme of things. On top of that, I have been putting extra hours in just to try to make sure that we are catching up on the early calibrations and still maintain our current estimated deadlines. Even given the unexpected medical problems we have experienced the last two weeks, I still feel the projected lead times we have quoted are within reasonable range of the original estimates... give or take a few days.
I also want to add that simply because there is a gap of 147 invoice numbers between the current working invoice and your invoice, this in no way means that you are 147 away from completion. The reality is that you are actually 32 back from the current working invoice.
I certainly don't begrudge you the right to post whatever you want (as long as it is respectful) but instead of posting you could have just as easily sent us a PM or an e-mail asking just how far back you were and we could have quickly addressed this and let you know how much longer you were looking at. I don't argue that there are people who have waited 12 weeks that have really had a legitimate gripe (and have expressed so, both publicly and privately), but at this time you are only at 4 weeks and a couple days.
So again here's the deal... I expect to complete your calibrations in the next 15 days. If you are not satisfied with the current estimate, then simply fill in an RMA form, contact Corey on Monday for an RMA number, and send the programmer back for a refund. I don't think I can be any more fair than that.
I wish you the best and hope you enjoy the rest of your weekend.
Take care and God bless.
Bill