ORIGINAL: PanzerAce

I know what you mean. I ordered a panzer 4 a week ago and tanks and shipmeants normally arrive to me in 2 to 3 days. Its been 4 now and I havent recieved it yet so im wondering what is going on also.

order received on 7/20 at 8:43pm
order shipped on 7/27 and received by customer on 7/28
received order status inquiry on 7/27
tracking information sent 7/27
received email 7/28 at 11:24pm saying speaker not functioning
responded 7/30 at 2:14pm with some basic trouble shooting questions
8/3 at 12:19am - no response

ORIGINAL: kclank

well i have had just about enough of slow and late responses from RC Command. Even if Bill is not there an automatic reply stating a real response is forth coming or someone mannng the shop should acknowledge requests). I keep trying to get enough information to finish my RCC Battle system and and the responses have been either slow (having to repeat requests for info) or no responses. 6/4 at 1:01am - received email from customer
6/4 at 9:21am - responded to customer
6/14 at 11:41am (Sunday) - received email from customer
6/17 at 5:07pm (Wednesday) - received email follow-up from customer
6/17 at 10:09pm - response sent to customer by Frank (also informed I was out of office)
6/18 at 5:22pm - received email from customer
no response sent as I was informed content was discussed with bubbajoexx
7/31 at 4:13pm (Friday)
As of the start of this response (Sunday night) - no response sent
I have to repeat most of my requests several time to get an answer. i cannot get up to date info the RCC BS (and so far it is BS). I have spent a considerable amount of money with Bill for the last year but i have reached my limit. Since he does not care enough to get back to me I will seek alternate sources. I am pulling his link from our web site and giving a do not recommend to any who inquire with me. We have sincerely valued your business and certainly don't like to lose you, or anyone else, as our customer but, at the same time, respect your decision to shop elsewhere.

ORIGINAL: kclank

Actually i do know whats going on. I have given sympathy and offered condolences, it has been going on for quite a while. If you have seen my previous 1400 posts you will know that i am mostly supportive and generally very tolerant. The issues i have outlined have been going on for a long time and i have reached the limit of my patience since this has been going on since June, note it is now Aug.

6/2 at 7am - received email from customer
6/2 at 9:28am - responded to customer
6/4 at 1:01am - received email from customer
6/4 at 9:21am - responded to customer
6/14 at 11:41am (Sunday) - received email from customer
6/17 at 5:07pm (Wednesday) - received email follow-up from customer
6/17 at 10:09pm - response sent to customer by Frank (also informed I was out of office)
6/18 at 5:22pm - received email from customer
no response sent as I was informed content was discussed with bubbajoexx
7/16 at 8:11am - email received from customer inquiring of cost and availability date of KV-1 hull
7/21 at 8:31pm - received email follow-up from customer
7/24 at 7:42pm - received email follow-up from customer
7/24 at 9:44pm - responded to customer stating information will be provided when available

If he is in a position where he cannot support customers the a web site posting for his business would be in order to let people know that responses,orders, service, or comms. will be delayed. Updates to shipping commitment timeframes will be ammended accordinglyThat even settles down firebrands like me. Perhaps you wait much longer then I to get miffed. When I have run small businesses i have made accommodations for customers when i was not available so spare me your assessments please as you are only seeing one part of the issue. Now with that said. i am dropping the subject since this site is not about hating it is about helping each other, and quit assigning labels until you are sure of your facts'???

Thank you

ORIGINAL: YHR

IT is important to remember however, business's are being run, and top priority needs to be customer service. People only have so much patience, and then they will shop somewhere else. Bill needs to address some issues or his business will suffer. That is the ugly side of retail. I don't care who you are or what transpires in your life, when you start accepting other peoples money there is some responsibility and accountability expected...

With RCCommand the following has been reported

Poor communication - addressed
Longer the expected shipping - addressed
THe whole RCC battle unit/Darkith issues, and problems with the RCC - addressed either by me, Frank or bubbajoexx directly with customers who purchased the defective units. As is always the case, we stand behind everything we sell. For those that didn't want to fuss with correcting the factory defect on the board or those no having the tools or ability to do so, replacement and/or refunds have been sent.

So for me I see some bogeys on the radar, and I am looking for some communication as to what might be going on. IMO Bill needs to address some of these issues, or business will suffer.

I think a little patience needs to be shown to Bill if ???(if) he has had some personal issues conflicting with the business. However once you take someone's money certain expectations follow if this is referencing the 3-4 day delay over our typical shipping timeframe shared above, then understood...but if you're inferring we take customer's monies and we don't live up to or fulfill our obligations to customers, then you're extremely mistaken and misinformed. An automatic email response suggesting people try back in a few weeks would be better then accepting money and not dealing with the service that is expected. As is the case here, ones passing isn't always foreseeable so auto-email response was not an option. Furthermore, considering all, a 3-4 day delay in receipt of an item (as shown above) over what is typical, is hardly worth this! Yes, I'm a customer, as well, and I can certainly appreciate the concern but at least give the benefit of the doubt and send an email to the vendor, first.

THere are two sides to this story, and understanding both positions, makes it easier to be rational. I will wait and see how this all turns out, before I take shots at Rccommand or another Forum member who is upset.

ORIGINAL: WhiteWolf McBride

I too have to speak up in support of Bill.

Yes, he can be a tad slow to reply at times, but he eventually replies. Does BYA reply any more? Nope. Just be glad RCCommand is there... otherwise its MatoMart, as they are now called, those extortionists at TankZone in the UK, or direct from the various diustributors like ImperialModellbau, SchumoKits/AxelModellbau, etc.

I told Bill about my 'short track' issue on my M41 chassis (73 links, needed 74) and he went so far as to send me a WHOLE track (another 73 links) Now I admit that a few of the links were damaged, but heck, I expected no more than a dozen links! AND he shipped 'em no-charge. And he got back to me on the 'loose running chassis' issue when Mato was dead e-space (still looking for a T34 roller-chassis)

I'd rather have SLOW service than NO SERVICE, thank you very much. Or worse, have pre-paid for something, and not gotten it (shades of BYA, & others) Remember - he isn't a proper company like MatoMart, which is actually a daughter-company for ShantouMato in China. He's just one of us who thought he could make a go of reselling HL tanks & support gear for us. And unlike a former 'small business' (remember Dave4What?) he IS competative with the Asian and eBay sellers, so unless you want to have to pay much more to have it shipped from outside the US, give him a break.

But YES, I do agree he should arrange for some e-mail backup when situations arise to pull him away from his e-mail access. Point taken and appreciated and will take appropriate action. Perhaps someone nearby with some spare time would be willing to volunteer for a price discount, hmmm? I would do it in a flash, but I'm nowhere near enough.

Just my 2% of a Loonie,
WhiteWolf