apologies for the delays!
Yes gents - you are right, you have defintely seen a slow down in our response time. I realize that it is frustrating and I am very, VERY sorry that we have not managed to do better.
Please be assured that there is a group of people working REALLY hard to try to help you resolve whatever issues you are having as quickly, easily and painlessly as possible.
While there is never an excuse for slow customer service, perhaps a little insight into some of what is going on here will help ease your mind a little and allow you to be a little less harsh on us:
holiday rush
holiday vacation for staff
new years vacation for staff
howard stern rush
ces planning
move into a larger warehouse
ces travelling
ces attending
finally, the release of some really cool sh*t at CES
All of this has added up to an absolute brutal workload for every single person here.
That being said, a ticket referenced that hasn't been acted on since December 19th or 21st is not acceptable. As always, you can always PM a TT staff member here on satguys, e-mail info@tt or call us to let us know that something has fallen through the cracks. I can assure you that we will get back on it and if shipping is involved, expedite it free of charge if we've dropped the ball. (I also realize it has been hard to get us on the phone over this period also.)
CES winds down through the 8th and our staff is picking up the pieces and returning on the 9th. I think immediately after that (ok, maybe give them a day of rest) you will very quickly see things get back to normal. With all of this going on we are also hiring and around that time we will have additional folks on board and being trained.
Again, sorry! Let us know if we've dropped the ball - and thanks for your patience.
David K.
Time Trax
