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State of the company?

 Post subject: State of the company?
PostPosted: Mon May 04, 2015 3:05 am 
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Just a question Tom, why are you having all these issues replying to people that try and contact your store?
What's the state of the company?


I'm only asking this because not a week goes by where i don't see 2 people on Facebook complaining about orders (let alone all the threads here):
Either missing parts, wrong items sent, damaged, never being sent or just zero communication.

The forums here and on the steel crown website seem to be full of complaints as well.

I'm not having a go at you mate, but your company is getting a bad reputation fast, maybe just a message on your Facebook and here explaining what's going on might be useful.

I know of a bunch of people online that would love to order from you but just don't trust the company at this point

Cheers

Mard


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 Post subject: Re: State of the company?
PostPosted: Mon May 04, 2015 6:32 am 
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I'd like to hear from you on this as well please as all the complaints here and elsewhere have put my of ordering as well.

Want to get a batch of sisters tanks soon but have not bothered due to all the problems being voiced by customers. There was a time when I would not hesitate to order from SCP but things seem to have changed. Communication with your customers on their orders is essential, most people are happy to wait if items are out of stock for example as long as they know what's going on. Lack of communication creates a bad feeling for the customer and does not help the company or its reputation at all.

Most interested to hear from you on this subject.

Cheers

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Vanguard Miniatures

Link, http://vanguardminiatures.co.uk/

Stockist of:

Vanguard Miniatures
BattleGroup Helios
Onslaught Miniatures
Battlescene Designs
Pyrkol Gaming Markers
Gregster's Lab
Microworld Games
Troublemaker Games
Wasteland Games Studio


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 Post subject: Re: State of the company?
PostPosted: Mon May 04, 2015 9:47 am 
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I hope all is well and illness is not the cause.


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 Post subject: Re: State of the company?
PostPosted: Mon May 04, 2015 9:39 pm 
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Hey buddies,

I'll do an unofficial update here and then the official version on FB and in a separate post. I'm sorry for the issues we've had with SCP over the last nine months. To put it mildly Lisa was a tough act to replace. Her brutal efficiency had the company running like clockwork and it has taken time to train a replacement especially I've been unavailable for work until late last year.

We've had a few complaints, I've listed the primary ones below but if anyone wants to chip in then feel free.

1) Communication
Top of most lists and especially in our case. There has been considerable delay between the despatch of an email and the reply. This is on me. Previously I had Lisa permanently in the office sp responses were usually instantaneous. We've come up with a few solutions, again feel free to chip in.

A) Automated refunds, if for any reason you aren't happy with your order (missing items, damaged items, no longer wanted) it is entirely handled online now. Your requested resolution will be sent straight to the office where it'll be picked up by the legendary Catalina who will then fix your order and a tracking number will be despatched to you via the same automated system (the manual element being keying in the tracking number).
Give it a whizz below.
http://www.steelcrowngames.com/pages/returns

B) Where is my order?
Order enquires will sent to enquires@exoduswars.com or sales@exoduswars.com will be printed out and Catalina will be able to check your order for you. We should have a turnaround time of 24 hours (excluding weekends and bank holidays) a vast improvement on the current system which relies on me going to the office and ferretting around boxes.

2) Pre-orders
We have a fair bit of confusion and upset over pre-orders. Until we have a permanent techie in the office who can field communications giving an instant response we are only going to allow the sale of stock that is on the racks. I know it isn't an ideal solution but hopefully it'll be something that we can look to resolve in a better way soon.

3) New Releases
I haven't really been around to spend the time needed on New Releases until the last few months. We have been trying a few printers in the background and a promising option popped up the other day. We've run the Aquila Bomber, Raptor Fighter, Marcovian Command Squad, Marcovian Combat Engineer Squad and two of Christians designs (not sure if they are still black ops) don't get too excited as we don't know if they will pass QA.

4) Newsletter
I am not going to commit to a monthly newsletter as yet until we have more to report but I'll blog regularly on here. I'll also host a Q&A thread for better communications. I'll be subscribed so I'll know when anyone posts and if I take too long responding then I'm L4 will apply his boot to my delicate derrière.

Update on the delayed orders

After a frantic bank holiday weekend we've gotten everyone's order fulfilled. Some of you are still missing items but you'll find your order status marked as 'Partially Fulfilled' and the outstanding items left as unfulfilled. Please let me know of this isn't the case either via email or on the Q&A thread in this forum.

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Tom Webb
Exodus Wars: http://www.exoduswars.com
Twitter: http://twitter.com/exoduswars
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Posts made by this user are entirely personal and do not necessarily reflect the official company line.


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 Post subject: Re: State of the company?
PostPosted: Mon May 04, 2015 9:46 pm 
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Oh, health wise I'm grand now. Lifestyle changes and the right medication appears to have sorted me out. I'll be on the drugs for quite some if not indefinitely but they are pretty awesome so I don't really mind.

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Tom Webb
Exodus Wars: http://www.exoduswars.com
Twitter: http://twitter.com/exoduswars
Facebook: http://www.facebook.com/#!/exoduswars
Posts made by this user are entirely personal and do not necessarily reflect the official company line.


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 Post subject: Re: State of the company?
PostPosted: Mon May 04, 2015 10:11 pm 
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Thanks for the lengthy reply Tom and the obvious effort you have been making to sort out the various problems you've been having. I do feel much more confident now about making orders with SCP again.

Great to hear your feeling better.

Cheers

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Vanguard Miniatures

Link, http://vanguardminiatures.co.uk/

Stockist of:

Vanguard Miniatures
BattleGroup Helios
Onslaught Miniatures
Battlescene Designs
Pyrkol Gaming Markers
Gregster's Lab
Microworld Games
Troublemaker Games
Wasteland Games Studio


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 Post subject: Re: State of the company?
PostPosted: Mon May 04, 2015 11:51 pm 
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Always glad to help Tom ... ;D

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 Post subject: Re: State of the company?
PostPosted: Tue May 05, 2015 7:42 am 
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Those steel toe caps were added for a reason eh? :D

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Exodus Wars: http://www.exoduswars.com
Twitter: http://twitter.com/exoduswars
Facebook: http://www.facebook.com/#!/exoduswars
Posts made by this user are entirely personal and do not necessarily reflect the official company line.


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 Post subject: Re: State of the company?
PostPosted: Tue May 05, 2015 2:40 pm 
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Indeed ! >:D :spin

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