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Old January 30th, 2018, 05:35 AM   #1
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Default Final closing time for Androtics Direct. Answering this and other questions

Hi everyone,

I wanted to make an update, and answer a few questions where everyone can see the answers.

Our in-house formulators seems to be stable on a combination of two anti seizure medications. This class of medication makes people feel slow and heavy, but nonetheless, she?s been working on packages every day (albeit extra slowly). She doesn?t mind the commitment to finish up all work placed with Direct so far.

She?s a trooper through and through. She believes in the good old Androtics? mission to help reduce loneliness & boredom in the world, and still wants to do what she can to help. We find her to be tremendously courageous, and we all appreciate her dearly.

I?ve gotten quite a few questions asking when Direct close down.

Frankly, I was hoping it would be immediate. Given the circumstances, this seemed to be the most reasonable thing. I just didn?t know how to turn things off myself. I barely deal with anything involving the cart, and had to leave that to one of our long termers. I?m only a part time communicator here these days.

And communicate people have. Some have wondered if we can make modifications to keep things open indefinitely. Some people have merely asked for Direct just to stay open just a little while longer.

To answer the first question, no, we cannot make modifications to keep things open indefinitely. The development costs of this once moderately priced cart have now become extraordinary. Similar to expensive carts such as Magento. Even turning off product variations ends up being much more complex than it should be on this old platform. It doesn?t make any sense to invest so heavily in making minor modifications to old tech. Unfriendly tech that, ironically, keeps us heavily dependent on manual labor.

The gift of moving and starting with some fresh faces is that we get to see just what a struggle dealing with these old systems is. The new hires really do not take well to these old systems, at all. The old systems are just not worth keeping around. Even without urgent labor issues, we have to replatform Androtics Direct and break off consumer sales to their own area sooner or later.

Additionally, newer software platforms feature far more automations. Better for computers to do the repetitive work, whenever possible. There?s still plenty of both creative and repetitive tasks alike left, trust me. Things that computers cannot do. Computers are mostly good at automating the most mindless work that most real live humans find demotivating. Might as well let computers do the few things they can.

To answer the second question? can we keep things open just a little while longer?

We consider many of you family, too, so we want to do what we can. We?ll give hesitant ?sure?.

To make things fair to our long term users, we?ll meet in the middle. Instead of shutting down the cart immediately, as we originally wanted to do, we?ll let it run for a final, firm 72 hours.

I?ll email send an email to our user base with an explanation similar to what I?ve already posted on the forum. The 72 hour counter will start after the last person receives email notice. I say it this way, because our email program can take awhile to get through the list of almost 50k active emails.

I still have some editing to do, but I?m guessing I can send the email tonight or tomorrow morning, making late Thursday or Friday the final cut off date.

Please keep in mind that it may take many weeks longer to receive your packages that we were able to do in Los Angeles, when Jacob was the daily fulfillment formulator. Perhaps even longer. Think in terms of the delays shops featured on ?Shark Tank? experience. I see that such delays are normal for those stores.

The fact is that even when things are going well, it takes hours of prep work each day, and 10 to 15 minute per non-default bottle. Things are taking even longer now with our formulator as she is. Add this up and you?ll understand the bottlenecks. Whether it?s for a 2 bottle or 9 bottle non-default orders, those minutes aren?t free.

The more ?off the shelf? and ?default? your order is, the faster it can go out. Fulfillment is scanning orders daily, looking for ones that match what they have premade. We can make new ?off the shelf? products at our Seattle location relatively quickly. We usually do so in concentrated form, but in a pinch they can make formulas that require very little finishing work. Especially oil based formulas, which they like to finish completely. Oils are merely filled and labeled in fulfillment, which happens quickly enough.

I want to emphasize that it?s the product variants, the product options, that are the issue. If you choose options such as stronger strengths, non-default fragrances, that?s what requires the fulfillment formulator to step in. She can only do so much right now.

There?s really nothing we can really do about that. We do not have magical control over natural disasters that affected Mickaelia, real estate redevelopment that affected our LA office (and much of the west coast), nor people?s health status, as some have oddly suggested we ?should? have.

I think the sometimes ?magical? type results we can provide with pheromones may have something people thinking that we?re ?magic? at everything. Alas, we are just humans. As much as we wish we could, we do not control time and space. We are not God, Dr. Who, or even physicist Michio Kaku, sorry!

Nor is it possible to train replacement formulators on short notice.

Both the core formulator in Seattle (which we use for formulation accuracy) and in ?fulfillment formulator? at the fulfillment center are people we?ve spent considerable time training and developing. The fulfillment formulator, the person who must create product variations and ExperiMones ?on the fly?, day in and day out, has an especially involved job.

Yes, given many months, we can eventually train others. But in the short term, they are essentially irreplaceable.

It takes an extraordinarily long amount of time to find someone both willing to do the job, and moreso, someone who actually ends up being good at it. In a starved economic environment where increasing costs completely consume all margins, it becomes even more complex.

I suppose if you have the money to hire on some of the world?s best talent, it makes things easier. But that isn?t and never was the situation at Direct, which always had small margins, even before the recent economic bubble.

Please understand that we?re just doing the best we can with the very limited resources at our disposal.

We?re not magical creatures that can do things regardless of what?s happening.

At the end of the day, we are just people like you. We bleed when cut. We need to eat, and take care of our ourselves.

Our fulfillment formulator needs her health. Mickaelia needs a home with walls, in a town that?s not flattened. Employees need money to pay their ever increasing bills. Businesses need money to pay their own rather extraordinary looking bills. To this day, nobody can get from lead, nor blood from a stone.

To mere mortals, this is all very normal stuff. I hope you can understand this.

At least there?s always sunshine after a storm. We know that, and we?re sure you do, too.

To end on a positive note, I?ll just say that? Look at all of the doomsayers the internet always has. They talk about things like the ?end of the world?, and even give specific dates. Their doomsday predictions never come true.

Similarly, the vitriol and lies spouted by the numerous ?Internet Hate Departments? really says more about the people speaking. It?s rare for a hateful person to ever say anything that reflects reality. Hateful people are often people wallowing in their own pain. They do not dwell in reality as it is. If anything, they need help getting back to the better parts of the real world.

?We don't see things as they are, we see them as we are? - Ana?s Nin

The reality is that, like clockwork, spring always follows winter. After moments of chaos, stronger order almost always emerges.

Even though this is now officially the last 72 Hours of Direct, we are working hard to get out the backlog. We?ll work equally hard on any new orders you may wish to place during the last few days of operation. Our compromised, but still working formulator and the two new hires have been chipping away at this daily. It?s good to see the backlog gently dwindling down to 0.

For our veteran users, we?re happy to offer this one last, limited taste of Androtics Direct. From what I?ve read, I know it?ll be missed more by users than for workers. (We just want something practical & easier to use!)

Longer term, we?re hopeful there?ll be smoother waters later this year as AndroticsLab.com and the Androtics.com retail site are launched. Newer platforms will allow much better things to happen.

Change may always be scary, but finally separating consumer operations from enthusiastic/researcher operations will help enormously. I?m sure most of you know that in your hearts. It was always a strange mix.

Hopefully, we can have a profit making retail division, that doesn?t mix consumers in awkwardly with the feedback intensive & now marginless research division.

There should be light at the end of the tunnel soon enough.

Our founder created several exciting new mixes in time for New Years. I wanted to originally launch these on right on January 1, but couldn?t. Wrote the emails for them and everything, but then found out about the personal difficulties our fulfillment formulator was having. When things are more stable, we?ll love to offer you the exciting new adventures these will bring.

The new marketer we recently partnered with is working to make things more palatable and fun. Offering a more functional website with features we?ve often been asked for, but never knew how to best implement. Androtics.com was supposed to come much later this year, after AndroticsLab launched, but they?ve promised to speed up development given the new situation.

Thanks for understanding and sticking in there,
All the veterans and the new team at Androtics Direct, soon Androtics Lab & Androtics

Last edited by Brian F; January 30th, 2018 at 05:51 AM.
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Old January 30th, 2018, 05:51 AM   #2
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Default Re: Final closing time for Androtics Direct. Answering this and other questions

A little more light we?d like to share? this time from Jim Rohn, talking about the seasons of change.

He talks specifically about the seasons of life this 5 minutes in, but Jim Rohn is like the a wise father. Almost everything this made says is gold. If you have a few minutes, it?s worth listening to the whole speech.

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Old January 31st, 2018, 07:24 AM   #3
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Default Re: Final closing time for Androtics Direct. Answering this and other questions

I have to say, upgrading the cart makes a ton of sense. Especially if it has been getting expensive! There is a ton of technology out there for ecommerce that will be more affordable, integrate easier with your back end systems and will be easier to use over all. I have to say, in the ten years I have been using Androtics direct it's held up remarkably well.

When you say "Direct final closing time" I admit, I had a moment of panic. But I get that you meant the cart. That's totally okay with me. Just keep doing the good stuff you have been doing. You know many people love what you folks do, and it's a rare gift that you have brought to us!
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Old January 31st, 2018, 02:03 PM   #4
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Smile Re: Final closing time for Androtics Direct. Answering this and other questions

Looking forward to opening of Androticslab.com
I emailed Dee to cancel my order from December 13
which has yet to ship but knowing the situation now
I won't contact my credit card company and instead will
just allow more time for the shipment of the product I ordered last December.
I have ordered several products in the past and androtics direct
has always been on it. Looking forward to being a customer
for many more years to come. Please relay the message above to Dee.

Thanks again and more power!
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Old February 2nd, 2018, 04:15 PM   #5
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Default Re: Wow, I'm Amazed

I don't think the profanity is necessary.

However, I have put my head on the chopping block more than once to defend Androtics if I thought attacks were unfair or if other websites did unfair things.

The greatest harm this co has done to itself has been when issues got out of control (copulins, A314 ). It doesn't have to be this way.

The only way is with openness and honesty. If trust is lost, it may never come back, esp. with 314 being one of the expensive products on the market.

Deleting complaints isn't the way to do it. People will go and complain on other boards and those posts will stay in the search engines forever.

If people cannot get through on the phone or do not get returned calls this is an issue of importance to every online merchant. It really isn't clear to me why the phones don't answer but new GC 's are going out.

I will try to support this venture in the future despite whatever setbacks.

But shutting the bunker door and welding yourself in, that I cannot support. Mistakes have been made. You don't have to have 10,000 sku's. There are other ways. Other vendors are doing it. It can be done.

Guys if you lose your reputation you'll never get it back. Don't do it. Just don't. If the man has a legit beef that no one answers the phone as advertised at the top of the page, you need to answer him please.

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Unlike most internet stores, we don't hide anonymously behind email. In fact, we prefer that you call us, and talk to a real person for the fastest and friendliest response possible.
https://www.androticsdirect.com/help...us&mode=update
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Old February 2nd, 2018, 05:19 PM   #6
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Default Re: Wow, I'm Amazed

We've been as forthcoming as we possibly can with the very small amount of staff we have remaining.

Androtics has moved. Some things to keep in mind

Final closing time for Androtics Direct. Answering this and other questions

We are trying as hard as we possibly can to fix as many problems as possible, but please bear in mind there are VERY few staff on hand, and VERY complex systems to deal with. Not everyone has access to systems required to make this store operate smoothly, and we are currently very far behind on orders and tickets.
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Old February 2nd, 2018, 05:34 PM   #7
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Default Re: Wow, I'm Amazed

I see your point, and I don't think name calling will solve much.

But Brian you have the phone number in your signature. If no one can or will answer the phone or return calls for whatever (albeit legit reason), please say so.

There is no more frustrating consumer experience than to order and pay for something online and not get calls returned.

But if the complaint is not vaild and the phones are answered during business hours, then that should be said.

Clearly the company has had setbacks not of its choosing. But the optics are really bad now. I'd really question the wisdom of keeping the intro thread open if you lack staff to answer the phone.

However, the ultimate decision and consequence thereof must fall to people in charge. I am simply saying do not give competitors the ammo with which to sink your battleship.
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Old February 2nd, 2018, 06:55 PM   #8
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Default Re: Wow, I'm Amazed

The priority of the company right now needs to be on the continued fulfillment of the backlog of existing orders until none remain, and having a channel open for communication about the orders. This seems for the moment to be:

[email protected]

From what I've seen Dee has been doing a good job responding there, but if Dee is unable to also handle phone calls or chat channels right now then that should be communicated or temporarily discontinued.

We all understand that the experienced vet who handles formulation of the oils is ok, but the experienced vet who handles customization as the fulfillment formulator is having medical problems and working slower then normal. We understand that person is needed for many of the custom work now.

Customers just want to know when they will receive what they ordered, and so a communication about the progress of the backlog will also be helpful. Actions speak louder then words, and just having things shipping and updating in general the progress will go a long way. If for some reason you find that its terribly slow going, then you can also be proactive and offer refunds on the items in the backlog that are most likely to take the longest.

Temporarily taking down the retail store sales channel is necessary until all orders are caught up. There is simply not enough staff to handle both the backlog and further new orders, and things like the original poster would not occur anymore. There is simply no reason to take new orders temporarily if its going to take weeks to fulfill even off the shelf ones, and potentially further delay the existing custom orders. Upgrading the tech before reopening was a good idea as well, since it causes further problems in fulfillment and issues with ordering.

Splitting retail and research/enthusiast operations is also a good idea, it makes no sense to me to send expensive putatives to a brand new customer who wants to try ammo and tuth and wont report... However both are vital parts to your business. Many people do want access to some of the putatives without being expert at testing, and many are brand new users who if you continue to encourage can grow into an enthusiast.

?Don?t think about what can happen in a month. Don?t think about what can happen in a year. Just focus on the 24 hours in front of you and do what you can to get closer to where you want to be.? - Eric Thomas

Last edited by Brian F; February 2nd, 2018 at 07:10 PM. Reason: had to fix the support address
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Old February 2nd, 2018, 06:55 PM   #9
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Default Re: Wow, I'm Amazed

Valid.

We are working on the phone issue as I type this.

Mickaelia was our only phone rep, and with her expertise of the systems, putting anyone else in there is quite difficult. She doesn't have access to electricity or networks, she can't reply.

Dee nor I have access to the parts of the cart the phone numbers are written into and can't change that line you quoted. We just can't. I can edit my own signature however.

I do understand that people like to talk to a warm voice and not just an automated system, even if all the information they have is the same information you have.

We tried having our current fulfillment staff take phone calls as they were shipping and it was a disaster. The task switching severely affected outbound shipments.

We are training a couple new agents to take care of our inbound calls. Please note that this takes time, as they are *completely* new to our systems, our products, our everything. They will be learning as they go along.

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Old February 2nd, 2018, 07:48 PM   #10
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Default Re: AD are closed and are not processing refund requests

Hello there,

Thank you for letting us know.

Please understand our systems are incredibly complex, and have totally failed us in this backlog situation, and with the sudden loss of 4 of our longtime staff and longtime location. Many failure points happened all at once.

Mickaelia used to answer the phones and address many customer service issues every day, but she has been downed due to a hurricane. Her area still does not have electricity or running water.

This has been a trial by fire for us. Androtics Direct relied on the expertise of each team member working as a team each day. "Many hands make the load lighter". We've easily been able to cope with one or two out for a day or a week at a time. But with 4 down for months, and with moving locations, and other acts of god (hurricanes) that take all those people's expertise with them, it's just not as simple.

As for the emails that went unread, I'm sorry about that. We only have Dee working the forum and the desk at the moment, and between us we struggle to cope with the inbound requests. Many are for package status, and many are hard for either of us to answer because both of us are remote from our fulfillment location. We can't just walk over and check the shelves to make sure something is in stock, unfortunately. Without realtime stock updating, it is very difficult to give you a good answer, and we've learned by experience that chatting the fulfillment team while they are trying to fulfill orders leads to slower fulfillment times.

Every single thing in this company almost is done by hand. Its needed modernization for a very long time. Complex systems like this can't take a catastrophic hit like losing a location and more than half senior staff.

After learning such hard realities, our next cart iteration will have realtime stock keeping units AND more transparent order pipelines built in. Many other convenience and communication features. We hope to be back better than ever.

This is why we closed the store temporarily. We need to catch up on everyone's orders.

We appreciate everyone who has ordered with us, and are very grateful for your understanding while we work through eCommerce Beast Mode.

Quote:
Timeline:

16/01/18: Placed an order ($222).
22/01/18: Order still showing 'processing', emailed Dee and asked for an update.
24/01/18: Received update from Dee, who stated that the backlog of orders from the move last year is the reason for the delay.
24/01/18: Requested approximate ETA.
25/01/18: Received update from Dee, who stated that an ETA could not be given. Also stated that AD would be temporarily be closing down, but that all backlog orders would be shipped.
25/01/18: Requested clarification on timescales for that (days, weeks, months...). No reply.
28/01/18: Repeated request for clarification, no reply.
29/01/18: Requested refund via AD web site, no reply.
30/01/18: Advised AD by email that this situation is unacceptable, and that without immediate communication I would initiate a dispute with my bank.
31/01/18: Advised AD by email that I had still not received any contact from them.
01/02/18: Called AD on 425 -786-2001; phone number is dead.
01/02/18: Disputed transaction with bank and initiated a chargeback.
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