Okay, so as expected they picked up their phone after 2PM. So don't bother calling between 12-2P or you will never get an answer, just the answering machine.
So, on to the live voice. I got the same lady I got last time. I guess they only have 1 support person there for the group. I wish I could say I was polite today, but I was extremely rude.
I called and asked what the status of my order was. She replied by stating there was no status update for the order. So nothing has changed. She has no idea why they don't have my shipment yet. This is when I became very rude.
1- She had all of last week to get back to me, to even say, "I know you are waiting on your shipment. I sent 5 e-mails and heard nothing in return. I apologize, I will keep trying". She didn't do this.
2- When I called her on it, she said that it takes a while to translate German to English. I called her on the fact that there is a German gentleman in the office. If it takes a week to translate German to English and vice versa, then I hate to see how long it takes to make these molds. (I did not tell her this last part, not that rude). Of course she has no response to the fact I knew there was a German speaking man at her office.
3- When I ask for a gameplan, she said I will continue to reach out to them to get some feedback. So the same gameplan that led us to nowhere for the last 4 weeks. (did not say the last part either)
4- Rudely (responding to my rudeness) she said, fine sir I will drop all I am doing to see what is going on with your shipment, as if she was doing me a favor after my 7 week wait. We wouldn't have any issues had this even come a week ago. I was willing to wait twice the advertised wait time. So, I said, okay, please follow up when you have more answers.
So I just got a call back. It took about 30 minutes for her to get back to me. The positive is that she got back to me (thank god), the negative is that she thinks I am an idiot.
So in a full week you cannot give me an answer, however, in all of 30 minutes you were able to get me a response. WOW. Why couldn't you do that a week ago? In either case, I decided not to be rude to her. However, it does seem that is the only way she will do her job correctly.
So she said the reason why my product is being so delayed is because it is being given special attention by the lab. My order had 3 seperate criteria:
2- Full Conch
3- Over the ear
Because of this, the lab needed to give it special attention. That is fine (If true, I doubt her truthfullness on this). Why wouldn't they say that this is delayed because of this 4 weeks ago? I spoke to the German gentleman and he said it would not be a problem and should cause no delays. So I think she just looked at the file and pulled that statement out of her butt.
I was still very nice, and did not say anything rude. I asked if she knew if the product was completed yet. She said she did not ask that question. WOW, really, you have someone waiting 7 weeks, and you don't ask that question? WOW. Wonderful proactive client service there.
She said that under her opinion (useless opinion if it has no fact) the product is most likely done and should be in the next shipment. When I asked her when the next shipment would be, she said sometime this week. At this point, I asked her what a reasonable time for me to wait to call before I check in. She said that she could not tell me that. So I told her I would follow up next week. This would put me on my 8th week of waiting without even knowing if the product was created or not.
I don't really trust a single thing she says. To me she is just a yes woman, that is completely useless. I seriously doubt she contacted anyone about this. I bet she just looked at the records and said that this orded is out of the norm, so lets use this as a reason for the delay. To not ask if it the final product completed or shipped is rediculous and unprofessional. It is not hard to be proactive and ask simple questions that would satisify a rightfully frustrated client.
If anyone has a good contact for me to call I would appreciate it. I feel like I am getting no where on this process with this lady. I am willing to bet that I will be sitting here next week stating the same exact thing.
Does anyone think I am being too impatient. Isn't 7 weeks with no actual proper feedback the proper breaking point for rudeness? As for whether you want to go with ACS is up to you. If she is telling the truth and my delay is actually caused by my "special" order, then I would definately not order from ACS. For a custom mold company to have problems adding color, full conch and over the ear is completely unproffesional. I would think these items are very basic for any custom mold shop.
At this point, if I was you and waiting for this product I would do the following:
1- Contact competitors and find out their wait time for the type of order you are making. Ask what they would do if there were any delays. Find out if there other people to talk to in case if there were any problems with your order. Definately make sure you can work with more then one person.
2- If you can, wait until I get the final product. I will let you know if they did a proper fit and if it actually was worth the wait, or if it will be the same as Leveller's experience.
3- If you have a generic order, you maybe fine.
4- Definately do not buy before doing item #1 and item #2 from above. I hate for you to go through the same type of frustration because of your custom order.
At this point, I find it extremely difficult to recommed ACS. The only saving grace will be the final product.
Edited by Alucard77 - 10/4/10 at 12:17pm