Just wondering why it has been a month with no response.

[SinCityFX4]

Originally Posted by cody_k

That about sums it up. Three emails and 1 month ago I mailed my Gryphon to you because something was wrong with it. Even an email back telling me you were working on it would have sufficed. Instead nothing. I am getting pretty discouraged. I am sure you are very busy people and it may take more than a month to fix, But also I have over 400 dollars sitting somewhere doing nothing for me. Not hearing anything for a month when there is that much money on the line makes me kinda ancy. My name is Cody Kowalke. Please get back to whenever you can thanks. Cody_Kowalke@hotmail.com

OP..a side note. Hotmail, yahoo, etc accounts are targeted by Firewalls/Spam filters all the time. That could be the issue as well.

[Jackpine]

Originally Posted by SinCityFX4

OP..a side note. Hotmail, yahoo, etc accounts are targeted by Firewalls/Spam filters all the time. That could be the issue as well.

Excellent point, SinCity! I think the best approach is a PM.

- Jack

[Power Hungry]

Cody,

In regards to your programmer, I had received your package and upon opening it found no information in the box to dictate what was going on with the unit. We had a couple 97-03 programmers that had problems with the cables that would have been around the same time as you were having problems with your unit and I was under the mistaken impression that you were one of the customers that we had cross-shipped a replacement unit. That's my fault I guess... I've looked over your programmer, replaced the cable, and it will be shipped out tomorrow.

Originally Posted by SinCityFX4

OP..a side note. Hotmail, yahoo, etc accounts are targeted by Firewalls/Spam filters all the time. That could be the issue as well.

We have had (and continue to have) a HUGE problem with large scale e-mail handlers, including Yahoo, MSN, Gmail, Hotmail, Comcast (which is oddly enough our current ISP), and a few others. This has been an ongoing problem with both incoming and outgoing mail, which is frankly what prompted us to start the forums in the first place. I have no explanation why some e-mails get through and some don't and I've talked to IT gurus and have even tried switching ISPs form Windstream to Comcast, all to no avail.

Aside from that, all general e-mails are routed through Corey and she gets anywhere from 75 to 100 e-mails every day. There's a ton of junk mail to be sure and on occasion some legitimate e-mails may get caught in spam filters or just may be mistaken for junk. Even customers' orders have completely disappeared. In those situations, I do apologize.

Moving on...

If everyone could please keep in mind that Corey and I handle 50 or more phone calls a day (not to mention the PMs and e-mails), and we can't always remember the nature of every phone call or every customer's specific issue. On the occasion that something is returned to us without any information whatsoever, it makes things extremely difficult for us. We're not asking a lot... just a name, a phone number and a brief description of the problem. Just something in the box so we would have something to reference.

You'd be amazed at the number of packages we receive with no identifying information whatsoever in the box. Even the shipping label is from a UPS Store or something like that so we have absolutely no idea what it's for or who it belongs to. We've had boxes here literally for months before a curious customer calls and asks, "What's up??" Try as we might, we can't all be mind readers.

Anyway, we are looking into RMA tracking software that will hopefully eliminate many of these types of problems in the future. At least this way when an unmarked unit comes in we'll have some sort of idea what's going on. It won't stop the "mystery" packages, but it will help us keep better track our customer's products and problems.

Take care.

[SinCityFX4]

Thx Bill....people dont realize the volume at all. Hell, I didnt really either until I talked to you a couple of weeks ago.

Sounded like you were shipping packages, talking to me, the kids, and holding on your brain as it was trying to explode at the same time.

You guys do alot...WE APPRECIATE IT ALL

[soutthpaw]

I know the school I used to work at, their email client would block any mail with RE: and 2 spaces before that or something weird like that.. also it would block complete domains, Blank subject lines or lines with non English words, "swear words" excessive punctuation etc... So I guess PM s are actually more likely to reach you than email. in some cases

[Jackpine]

Great post, Bill -

I'll try to keep the problem you have with "incomplete orders" in mind when responding to future "What's going on?" posts. I hadn't considered that possibility - I was more thinking of shipments lost in the mail, orders getting mixed up, etc. But, thinking about modern-day "communication", as I experienced it when I was at the University, everything becomes crystal-clear!

I remember having to do a bit of "mind reading", when dealing with student complaints/problems/issues (whatever) myself.

- Jack

[cody_k]

Well everything is figured out. I was not trying to be rude, even though I am sure I was. I was just very frustrated with the situation. I do appreciate the response though. I do understand that you are very busy and I was unaware that you were having trouble receiving some emails. Again sorry for my rudeness but I appreciate everything. I hope to continue my business with you for the rest of the time I own my truck or the next.

Cody

[Jackpine]

Actually, Cody, I did not see your original post as rude at all. Trust me, you would have known it if I'd thought it was rude.

No, I saw it as you wondering what was going on and I thought you worded your initial post fairly diplomatically.

I think we're all cool - welcome to the forum!

- Jack