ouch! i should really apologise to craig for being so worked up over everything.
im sorry craig. =(
This is my first post and I want to start by thanking you all for being a valuable resource to me.
I've had two experiences with Whiplash, and from the customer service end they have been pretty bad. Basically no replies to emails; a phone that goes straight to voice mail and much longer wait times than promised. I won't bore you all with the details. I'm just posting here because it appears Craig does read these comments if not his emails... Craig, sorry to hear you are having health problems but you still need to get your act together man. I too have run a small one person manufacturing business for 25 years and I know it is not easy to meet the high expectations you have for yourself. Here are some suggestions: Your site is misleading - fix it. You should not use phrases like "shipped next day" and "approximately one week". You should not say "in stock" which implies that an item is in fact ready to ship. This just creates expectations you can not meet. Tell people the truth in bold letters - which is that many of your products are custom made and will take 3-6 weeks to arrive. That is not a deal breaker if that is the expectation from the beginning (and if you can get it shipped sooner you will be golden). It is not the wait, it's the expectations you've created and the lack of communication that's the problem and pisses off customers who would otherwise idolize you. Second, you need to learn to delegate and not be such a control freak. Get some help. You can't do it all (obviously). You need to hire good people and then take the time train them thoroughly so things go out to the standards you are looking for. The RandD is the part you can't delegate but the manufacture and customer service can be taught. It is not brain surgery. Real men delegate. Third, streamline and pre-fab. Does every cable have to be custom? Do you really need to offer an OM and a non OM or a v2/v3 version of so many things? Make some choices and edit. You're like a restaurant with a menu that is way too big. Last - stop making excuses. You can do better and you know it. Sick or not. I am still waiting on my second order from you (#1200001550 btw). After the first order took so long I almost did not make a second order, but the damn cable sounded pretty good. I'm sure this second cable will also be worth the wait but I don't know if I can stand to make a third order. Stop shooting yourself in the foot! Your products deserve better.
WOW, 8 March...I just ordered mine a "Twag V2 Gold" 3 weeks ago, so it's not my turn now to have any complaint on Craig yet. xD