Re: No Answer From Bartlein....Anybody home?
<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: Frank Green</div><div class="ubbcode-body">This posting has been brought to our attention and will make a brief reply.
One we are very busy and we do apologize for not being able to get back to anyone and everyone in a timely manner. There are only two guys who cover the phones and are on it constantly.
<span style="color: #FF0000">Was the original order "qued" and what was the ETA on it? Can your staff link orders in your system so they know what is going on and follow up/note contact? If you don't have an effective tracking system you need one. If you do then the OP's contacts should have been noted and some follow up given. If he knew it was going to be that long it's a bit different. It sounds like his contacts were "dumped" and if that's the case it's a very bad thing.</span>
The other thing is we feel a lot of people have forgotten our country is at War around the globe and our Service people have to come first. Several barrel makers had submitted barrels for a new guns and rebuilds etc....we where picked for one of them so far. We have been given a deadline time wise and in addition to trying to keep our customers happy the best we can we will be working 24/7 for the next several weeks until this order is completed.
<span style="color: #FF0000">OTOH you accepted the order from the customer and by the sounds of it many other orders knowing backlog and the outcome of having more orders than you can process. I don't think it's the cutomers fault that he can't contact you or that you are above your reasonable production limits. I don't think it's reasonable to excuse process issues and blame the customer for not waiting until it happens. OTOH, if he knew this was going on then he accepted it from the start. </span>
We do ask for your patience and please understand we are doing the best we can to meet all of our customers needs.
Sincerely, Tracy Bartlein
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Without the current "issues" what % of your product goes to normal users? Is it important? Is it needed?
Are you in a MFRing area with a LOT of others who are also out for the same custom?
Are there more customers in the same position as the OP was?
Maybe not a popular response but a little thought and process changes can often make a huge difference to what goes on in the future