Troyer Xcal II delivery schedule
Member
Joined: Jun 2004
Posts: 23
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From: Acworth, GA
As suggested, I called to check on my order. The woman that answered the phone couldn't find any info and said she'd have Neil call me back. He hasn't. That's two emails, several posts and now a phone call that went unanswered. What do I have to do!?!?!
Member
Joined: Jun 2004
Posts: 23
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From: Acworth, GA
I finally did get through to Troyer and it turns out that there indeed was a mix up with my paperwork, so I'm glad that I called. I even received a call from Mike later about the issue and that went a long way towards changing my attitude.
The bottom line is that in any endeavor, especially in business, mistakes happen, they are unavoidable. The mark of a great company, and what sets you apart, is how you respond to those mistakes and in this case, I must say that I am impressed with Mike's response to this one. He turned a bad situation in to a very positive one and probably made me a loyal customer for life (let's see how those tunes work before I commit to that!
). I could sense true sincerity in his voice and I got the feeling he was going to do what it took to make things right.
Color me impressed!
The bottom line is that in any endeavor, especially in business, mistakes happen, they are unavoidable. The mark of a great company, and what sets you apart, is how you respond to those mistakes and in this case, I must say that I am impressed with Mike's response to this one. He turned a bad situation in to a very positive one and probably made me a loyal customer for life (let's see how those tunes work before I commit to that!
). I could sense true sincerity in his voice and I got the feeling he was going to do what it took to make things right.Color me impressed!
Senior Member
Joined: Jun 2006
Posts: 791
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From: Rocklin, CA
budha when did you send in your sheets? trying to figure out about when i will be getting mine. i didnt think about it at first but 4.5 weeks later starting to get a little ancy, since my savings account has been about 400$ lower, and i dont have much to show for it yet, o well i hope it is awesome
Senior Member
Joined: Dec 2005
Posts: 1,530
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From: San Antonio, Tx
Originally Posted by mxr181
budha when did you send in your sheets? trying to figure out about when i will be getting mine. i didnt think about it at first but 4.5 weeks later starting to get a little ancy, since my savings account has been about 400$ lower, and i dont have much to show for it yet, o well i hope it is awesome
Senior Member
Joined: Aug 2006
Posts: 130
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From: El Segundo, CA
Originally Posted by Budha05STX
I ordered on Oct 31 and sent my worksheets in later that day. So I would say my wait started on Nov 1. Hope that helps.
Former Sponsor
Joined: Mar 1998
Posts: 13,385
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From: Virginia
Hi everyone!
First, for "Outafocus" - thanks very much for your time the other day - there were actually 2 emails as we discussed, one we had already responded to and then one we hadn't gotten to, your last email on the 21st - simply due to Thanksgiving and our crushing email load. Anyway, we had a chance to speak about a number of things, and I greatly enjoyed speaking with you - thanks!
Oh, BTW just in general to let everyone know, due to our tremendous email load, the way to communicate with us in a timely manner is to call rather than email - we just get so many emails (hundreds in one day sometimes) that's the way it is - we'd have to double our staff and have half of them doing nothing but emails to get down to a 3-4 day email turnaround time - I guess that's the price we pay for being online for so long!!!
Anyway, I really appreciated the opportunity to speak with you at length, & thanks for your understanding on this.
For everyone else, what happened in his case was we simply blew it, plain & simple - he had sent his CPW's in on the same day he ordered his tuning, but for some reason, here internally we had a date received of 12 days later (D-oh!) - so as soon as we got a chance to talk, I got his tunes done right away, so by now he should have them.
While I was out sick last week, I tuned about 50 vehicles, so for being out sick, I actually got more tunes done than when I am at the shop, thanks to fewer calls, etc. So right now we are running at about 25 business days from the time the CPW's are received here to when we have the tuning done on the Group Buy tunes, but by tomorrow it will be 26, as Mondays I usually have to spend putting out fires, Tech Support calls, and just the typical "Monday stuff" any busy company has.
As we've talked about before, the CPW's come in bunches - for example, we probably had about 40 of them come in on 10/16 alone, so it seemed like forever before I got that one day's worth of CPW's done - some days we'll get 3 sets, some days we get 50 or more sets, it just goes that way when we do a Group Buy on our custom tuning - which may never happen again, as I hate making people wait that long.
We also had a problem we really didn't anticipate, but I guess we should learn to, with a software update that caused problems and ultimately required us to go back to a previous revision to get tunes done - this did not cause any customers any problems, but it *did* put us about 7 days further behind while we worked to identify the actual issue & get it reported to the manufacturer, and have them be able to recreate it, etc - it just never quits, I suppose.
Those are just some of the things we deal with in keeping everything up to date and being able to do all the latest, etc - some days you get the bear, some days the bear gets us, is one way to put it.
Anyway, right now we are working on tunes from 10/26 I think when I looked last night, and that got us down from 31 business days to 25 business days, so we're getting them knocked out, and we will do what it takes to make sure everyone who got in on the Group Buy gets their tunes in time for Christmas, if not before - I have no idea when we'll get a chance to do any Christmas shopping for ourselves, but that's our problem -
Thanks everyone for your patience, and we should be seeing another 50 or so happy people here very shortly from all the tunes we got out over the past week!
Our Christmas Holiday best to everyone,
First, for "Outafocus" - thanks very much for your time the other day - there were actually 2 emails as we discussed, one we had already responded to and then one we hadn't gotten to, your last email on the 21st - simply due to Thanksgiving and our crushing email load. Anyway, we had a chance to speak about a number of things, and I greatly enjoyed speaking with you - thanks!
Oh, BTW just in general to let everyone know, due to our tremendous email load, the way to communicate with us in a timely manner is to call rather than email - we just get so many emails (hundreds in one day sometimes) that's the way it is - we'd have to double our staff and have half of them doing nothing but emails to get down to a 3-4 day email turnaround time - I guess that's the price we pay for being online for so long!!!
Anyway, I really appreciated the opportunity to speak with you at length, & thanks for your understanding on this.
For everyone else, what happened in his case was we simply blew it, plain & simple - he had sent his CPW's in on the same day he ordered his tuning, but for some reason, here internally we had a date received of 12 days later (D-oh!) - so as soon as we got a chance to talk, I got his tunes done right away, so by now he should have them.
While I was out sick last week, I tuned about 50 vehicles, so for being out sick, I actually got more tunes done than when I am at the shop, thanks to fewer calls, etc. So right now we are running at about 25 business days from the time the CPW's are received here to when we have the tuning done on the Group Buy tunes, but by tomorrow it will be 26, as Mondays I usually have to spend putting out fires, Tech Support calls, and just the typical "Monday stuff" any busy company has.
As we've talked about before, the CPW's come in bunches - for example, we probably had about 40 of them come in on 10/16 alone, so it seemed like forever before I got that one day's worth of CPW's done - some days we'll get 3 sets, some days we get 50 or more sets, it just goes that way when we do a Group Buy on our custom tuning - which may never happen again, as I hate making people wait that long.
We also had a problem we really didn't anticipate, but I guess we should learn to, with a software update that caused problems and ultimately required us to go back to a previous revision to get tunes done - this did not cause any customers any problems, but it *did* put us about 7 days further behind while we worked to identify the actual issue & get it reported to the manufacturer, and have them be able to recreate it, etc - it just never quits, I suppose.
Those are just some of the things we deal with in keeping everything up to date and being able to do all the latest, etc - some days you get the bear, some days the bear gets us, is one way to put it.
Anyway, right now we are working on tunes from 10/26 I think when I looked last night, and that got us down from 31 business days to 25 business days, so we're getting them knocked out, and we will do what it takes to make sure everyone who got in on the Group Buy gets their tunes in time for Christmas, if not before - I have no idea when we'll get a chance to do any Christmas shopping for ourselves, but that's our problem -
Thanks everyone for your patience, and we should be seeing another 50 or so happy people here very shortly from all the tunes we got out over the past week!
Our Christmas Holiday best to everyone,