TOPIC: Shipping info but no shipment

This is good news for all parties involved.

rwstiver wrote:
While I don't want to poke the bear and I am not hating and while I do disagree with the some of the language here, I hope I can turn this into a constructive bit of criticism after some explantion of my viewpoint.

I do have to agree with the part that the language here could be clarified. I have never bought form Saber Forge until last month, so by all means jump in and correct me if I'm wrong. If the lead times go up, as those of us who have read the FAQ realize they have, does that mean the shipping time goes up past the 5-10 days, as well? I am still weeks out form being at this point but I have to ask how long should a person wait past 10 days before becoming concerned? I mean even an estimate needs to be with a certain ball park, what it does not mean is an entity can say 8-12 days and then ship 30 days later (not that I am saying that is what is happening in this case, I am just offering an example of how I define the word estimate). Despite not following forum procedure and not contacting SF directly the underlying concern here seems to have some validity, at least to me.

Now for the, hopefully, constructive part. What I am asking (suggesting?) is this: While the increased lead times have been clearly posted, does the shipping estimate also need to be similarly revised? Or is this a unique case? If the case is not unique can text be added to say that increased lead times may also mean increased estimates on shipping times?

I have to be honest if my order gets to this point I'd get a bit antsy myself, thought I would contact SF with my concerns directly.

Lastly, someone said something to the effect of--and I can't find it again ---Would you rather they build sabers or answer the phones/emails? Again no offense and fully understanding as a small business owner myself, but if you are getting a enough email/ phone contact that it is actually disrupting someone from doing the main job of the business, whatever that may be, then more help is needed in CS, IMO. Even if said help is only temp/ seasonal/ part-time. I think SF acknowledged this by hiring Knytiri, but it sounds like the company is going through a major growth spurt and I would not be surprised if they did not need to add more help in that area in the not to distant future.

And now the neighborhood (as opposed to world) famous Hellrazoromega disclaimer:

Nothing in this post is intended to be hateful, if it has been construed that way then it is likely due to a miscommunication on my part, so if anyone takes it that way please allow me the opportunity to clarify. I have tried to be constructive but I am human and fail, at times more so than most. Any opinions listed here are mine alone and are not sponsored by Major League Jai Alai. Your mileage may vary, gas, tips, and, tolls extra.

Typically speaking, our production time runs 5-10 business days. Which, for our techs, is Mon-Thurs. Most techs have been working overtime recently to help with a sudden upswell in order volume. That being said: our production times are still averaging around this time. There are situations, and there have been some nasty production delays that have affected several orders all at once, but the main line here is: our averate is still where it should be. The problem is that those that get theirs on time, and without issue, rarely ever talk about their positive experience. Those that don't are very vocal about their negative experience. So, keeping in mind our old average of sending sabers out per week was 150-200... take into consideration now that with the same personnel we are now managing 250-300. Every week. So for every 5-10 people out there that are upset (and understandably so!) there are 200 that aren't.

Again, something that I will most likely be evaluating with Phil in person when I am onsite. Which will be early next week. Moving Monday.

Both true, and at the same time, unnecessary. Honestly the workload I have is just "overtime" worthy, if that makes sense. Those of you that have been messaging and emailing have probably noticed you're receiving responses fairly quickly and all week long. I do what I can to keep up to date on all messages. Both through email and Etsy--while managing the entire IndieGogo Campaign and finalizing Kickstarter orders. Could I use help? Eh. From time to time. But not really. Once we get our new facility set up, and I'm onsite, apparently we're going to have a phone line, and I'll also be helping answering some calls. So, this is coming.

A customer service rep on site is a good idea, given the alternative of sending emails and wasting techs' time when a conversation would answer the same questions.

Every time I've emailed I've gotten a good response, quick and helpful. I do agree tho that it's easy to get antsy about sabers, even if you've read the FAQ and understand the shipping. My (first of two) orders went to 'shipped' on Oct 3 and 'UPS has been told to expect package' on the 11th. I'm not personally worried, but I'm a very patient dude, I can see where some other people would get very antsy (even I check the shipping info a few times a day).

I could email about it, but I'd probably just be taking up customer service and tech time. I think an optimal system would send out clear and semi-frequent updates to the customer based on where their saber is in the queue, unless Knytiri would rather be the POC for all those inquiries.

Again, not my business so I can't speak for all the details and I'm still very happy with the orders I've made - just putting considerations out there.

Knytiri, really appreciate the info man. I have wondered from time to time if you are just stuck at your pc for hours on end answering posts and responding to order inquiries and stuff. Awesome to hear you will be on the front lines there soon.

As this thread has stated and we all feel, sabers can be excruciating to wait for. Maybe it is because I am used to waiting for stuff with my other hobbies, but I think sometimes we forget the constraints of the world right now with this hobby.

1. Christmas- I know its far away, but people are ordering for presents already.
2. Star Wars movie in December- People need their sabers for the premiere!
3. Company logistics growth- Some of these factors probably CANT be speed up regardless of manpower(ie installing new machines/training personel, etc).
4. Regular orders- It seems here that there are many repeat customers! This is a good thing.

Just thought I remind everyone what some of the demands that SF is probably incurring at the moment.

Coot

I found that emails/msgs on etsy I sent were answered very quickly. I honestly expected it to take a few days to respond, not a matter of hours! All answers were related to my inquiries and were definitely not canned responses which was nice, showed someone was actually reading and responding.

You guys do a bang up good job there, keep it up. I started a thread a while ago to show people's positive experiences if anyone wants to go there and post about the good things. It is so rare for companies to hear the good things going on.