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Old December 3rd, 2016, 01:28 AM   #1
Steve M Undisclosed
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Default Whats up with the company not answering

Has anybody been able to get a hold of Androtics? I placed an order last week, they took the money for the order, and they are not answering the phone, or emails. I have called throughout the day at different times and nothing but voice mail. This has never happened before. I have been a customer for years and never had a problem getting a hold of them.
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Old December 3rd, 2016, 01:34 AM   #2
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Default Re: Whats up with the company not answering

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Originally Posted by Steve M View Post
Has anybody been able to get a hold of Androtics? I placed an order last week, they took the money for the order, and they are not answering the phone, or emails. I have called throughout the day at different times and nothing but voice mail. This has never happened before. I have been a customer for years and never had a problem getting a hold of them.
Sorry, Steve!

It's both the holidays and a massive new launch. Two things that oversaturate any company, going on at once. Amazon Prime has been delivering our supplies 2-5 days late, too, and of course, it's extra impossible to reach anyone there that can do anything about it (the actual Seattle customer support).

We reached fulfillment and lab capacity quickly after mailing just a portion of our customer list. We then discontinued the Cyber Week promotion we were going to do.

We should be mostly caught up today, especially as A314 has been restocked.

I have no idea, however, why you can't reach anyone.

We're on chat, we answer the phone. The fulfillment people don't chat chats or phones, and the phone people don't do fulfillment. During the actual emails that made sense, as we'd have 12-20 people chat us at once. Overwhelming! But it's calmed down now. I'll check into this for you.

During actual launches, though, and a few days after... except us to be overwhelmed. We only have so much capacity. That's why we email in small chunks, etc.

Thanks for your understanding & for letting me know,
Brian
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Old December 3rd, 2016, 01:37 AM   #3
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Default Re: Whats up with the company not answering

Cool, do you need my order number or anything?

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Originally Posted by Brian F View Post
Sorry, Steve!

It's both the holidays and a massive new launch.

We reached fulfillment and lab capacity quickly after mailing just a portion of our customer list. We then discontinued the Cyber Week promotion we were going to do.

We should be mostly caught up today, especially as A314 has been restocked.

I have no idea, however, why you can't reach anyone.

We're on chat, we answer the phone. The fulfillment people don't chat chats or phones, and the phone people don't do fulfillment. During the actual emails that made sense, as we'd have 12-20 people chat us at once. Overwhelming! But it's calmed down now. I'll check into this for you.

Thanks for letting me know,
Brian
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Old December 3rd, 2016, 01:53 AM   #4
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Default Re: Whats up with the company not answering

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Cool, do you need my order number or anything?
It's better to share that privately.

So if you need help, beyond knowing that orders are slower during the holidays, just give us a ring at 800-671-6464 or 425 -786-2001.

I checked, and the our customer service girl on right now is overwhelmed, and the person that takes over for her doesn't come on until tonight.

Chat is back on, but from what I heard, the chat program (from olark.com) has been flaky the past week. Usually Olark is perfect, but their systems may be overwhelmed this holiday, as well, as many stores use them. I may need to research an alternate ones.

We took on a few additional helpers for shipping this season, but it's slow to take on more customer service agents because our systems take a long time to train on. A major reason we want to move to completely new software, by the way

The sales people know the systems pretty well, though. So when you call, instead of going to customer support, hit 1 for sales, and one of the other girls will help you out.

Sorry again for all that!

Thanks for your patience and understanding. We appreciate it!

Brian

PS -- And for others reading this, I recommend you do NOT order custom products right now, or even the custom dosed Putatives. Those are primarily what is jamming up the works. We'll likely turn off custom products for this month, and resume January.

After that, once we have a new ecommerce system, we're considering moving consumer products to outside fulfillment, and keeping the Los Angeles lab & fulfillment around mostly for customs. I think it'd work a lot better that way.
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Old December 3rd, 2016, 01:57 AM   #5
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Default Re: Whats up with the company not answering

Thanks. I will give it a try

Quote:
Originally Posted by Brian F View Post
It's better to share that privately.

So if you need help, beyond knowing that orders are slower during the holidays, just give us a ring at 800-671-6464 or 425 -786-2001.

I checked, and the our customer service girl on right now is overwhelmed, and the person that takes over for her doesn't come on until tonight.

Chat is back on, but from what I heard, the chat program (from olark.com) has been flaky the past week. Usually Olark is perfect, but their systems may be overwhelmed this holiday, as well, as many stores use them. I may need to research an alternate ones.

We took on a few additional helpers for shipping this season, but it's slow to take on more customer service agents because our systems take a long time to train on. A major reason we want to move to completely new software, by the way

The sales people know the systems pretty well, though. So when you call, instead of going to customer support, hit 1 for sales, and one of the other girls will help you out.

Sorry again for all that!

Thanks for your patience and understanding. We appreciate it!

Brian

PS -- And for others reading this, I recommend you do NOT order custom products right now, or even the custom dosed Putatives. Those are primarily what is jamming up the works. We'll likely turn off custom products for this month, and resume January.

After that, once we have a new ecommerce system, we're considering moving consumer products to outside fulfillment, and keeping the Los Angeles lab & fulfillment around mostly for customs. I think it'd work a lot better that way.
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Old December 3rd, 2016, 02:08 AM   #6
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Default Re: Whats up with the company not answering

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Thanks. I will give it a try
You're very welcome, Steve!

Glad I could help

Now back to building the new store and support systems... so things don't break next time we have launch something or dare have a sale. Ahhhg! haha
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