10% off Everything at Sierra Expeditions.
- Thread starter flyingwil
- Start date
FlyingWen
Explorer
Ok... The Cops and Robbers Version:
The Engel crate, which first encountered 9-11 problems in MIA customs, was finally on the way to the warehouse. Inside, all the Engels and Accessories were excited to be sent to their new homes :wings:. 45 minutes prior to reaching the warehouse, the Engel escort (driver) needed to make a pit stop. While the Engels were restless to end their long journey, they understood. The driver pulled into a gas station and ran into the restroom to do his deed, BUT he neglected to turn off the truck which contained, that's right, ALL the Engels and their Accessories!!!
(See, this is where a Pett Potty would have come in handy). Well... a new, different driver decided to jump into the running truck and drive off into the sunset never to be heard from again.
Engel promised to overnight express the items in, but changed their minds after deciding it would be too expensive. That brings us to today...a few hiccups, but the items have finally arrived and the New Engels and Accessories are on their way to their new families! Phew...
The Engel crate, which first encountered 9-11 problems in MIA customs, was finally on the way to the warehouse. Inside, all the Engels and Accessories were excited to be sent to their new homes :wings:. 45 minutes prior to reaching the warehouse, the Engel escort (driver) needed to make a pit stop. While the Engels were restless to end their long journey, they understood. The driver pulled into a gas station and ran into the restroom to do his deed, BUT he neglected to turn off the truck which contained, that's right, ALL the Engels and their Accessories!!!
(See, this is where a Pett Potty would have come in handy). Well... a new, different driver decided to jump into the running truck and drive off into the sunset never to be heard from again. Engel promised to overnight express the items in, but changed their minds after deciding it would be too expensive. That brings us to today...a few hiccups, but the items have finally arrived and the New Engels and Accessories are on their way to their new families! Phew...
teotwaki
Excelsior!
Thanks! Would have been nice to know while I've been waiting so long for some info. I never did get any e-mails and the last PM was a month ago so I had no idea of the troubles that were forced upon you good folks. Hopefully the driver of the vehicle did not actually arrange to have things stolen as it sounds like he was a total bonehead otherwise.
cruiseroutfit
Well-known member
goodtimes said:
For reals... If anyone does notice a surplus of Engel accessorries (no fridges were snagged), notify EngelUSA. While their insurance took care of the monetary loss, it was a huge PITA for them and their customers. The container in question basically represents 3 months worth of accessories for EngelUSA. Getting a "refill" on that stuff isn't too easy
teotwaki
Excelsior!
FlyingWen said:Ok... The Cops and Robbers Version:
The Engel crate, which first encountered 9-11 problems in MIA customs, was finally on the way to the warehouse. Inside, all the Engels and Accessories were excited to be sent to their new homes :wings:. 45 minutes prior to reaching the warehouse, the Engel escort (driver) needed to make a pit stop. While the Engels were restless to end their long journey, they understood. The driver pulled into a gas station and ran into the restroom to do his deed, BUT he neglected to turn off the truck which contained, that's right, ALL the Engels and their Accessories!!!
Engel promised to overnight express the items in, but changed their minds after deciding it would be too expensive. That brings us to today...a few hiccups, but the items have finally arrived and the New Engels and Accessories are on their way to their new families! Phew...
When were the hinges mailed?
How were they mailed?
I have checked the mail and front porch and have not received anything.
My last e-mail from S-E on the order was in AUGUST.
If not for this forum I would be in the dark...
FlyingWen
Explorer
Emails have been sent. One was sent today. We are still awaiting UPS tracking numbers from Engel. The tracking numbers I have received have been sent to their respective customers. I can't send what I don't have.
Engel has 180 vendors in the same situation as SE. They are swamped and are doing the best they can! Unexpected situations arose that were out of everyones control. I apologize again.
No, I did not send you any emails as I didn't have any new information to send you. I emailed the customers who were waiting on Engel products explaining about the stolen truck and I, again, am sorry you did not receive your email as well.
We are getting our stock shipment in tomorrow and will next day the hinge locks to every customer who is still waiting on them. If you happen to get 2, then so be it.
I pride myself in good customer service and, again, apologize for you feeling like you were kept in the dark.
You will have your hinge lock, if not 2, by Tuesday.
Engel has 180 vendors in the same situation as SE. They are swamped and are doing the best they can! Unexpected situations arose that were out of everyones control. I apologize again.
No, I did not send you any emails as I didn't have any new information to send you. I emailed the customers who were waiting on Engel products explaining about the stolen truck and I, again, am sorry you did not receive your email as well.
We are getting our stock shipment in tomorrow and will next day the hinge locks to every customer who is still waiting on them. If you happen to get 2, then so be it.
I pride myself in good customer service and, again, apologize for you feeling like you were kept in the dark.
You will have your hinge lock, if not 2, by Tuesday.
teotwaki
Excelsior!
It may only be a $6 hinge lock but the various messages have left me uncertain about when a final delivery is imminent. If I feel uncertain then I'll start asking questions until I have a clear idea of when I'll receive what I have been promised. I'll stop asking questions once I have a solid delivery date.
When I received most of my original order on August 6th I had to ask about the missing hinge lock and then belatedly found out it was backordered. I was told that I had been emailed a notification (but did not receive it). There was no note in the box or updated order sheet. I patiently waited and PM'ed every so often for status. Then more than a month went by when in October I accidentally found out here on the forum about the latest turn of events with the theft and re-ordering.
Message #28 on Oct 22nd said the hinge lock should have been mailed out on Friday (Oct. 18th) and I should have gotten an email about it. (I did not)
Message #32 on the Oct. 23rd says "That brings us to today...a few hiccups, but the items have finally arrived and the New Engels and Accessories are on their way to their new families!" but in today's message #37 (five days later) "We are getting our stock shipment in tomorrow and will next day the hinge locks to every customer who is still waiting on them."
I am not asking for discounts, special refunds, costly Next Day shipments or anything more than just the one hinge lock that I paid for so long ago. What I am looking for is being well informed in a timely manner of any and all issues whether I spent $6 or $500 (well, $471). I do not like to be the one to ask question after question in order to find out where my order is. I do not enjoy being a "squeaky wheel" on this forum but this is where the whole 10% thread is and the only place I seem to get updates of any sort. I keep hearing that e-mails were sent to me and yet I have received maybe two over the last two months. I just checked my listed e-mail at the S-E web site and it is correct. I carefully check my Spam folder before I clear it.
Previous messages in the thread will show that I am just as ready to praise good service as I am to complain about something like this. If a vendor cannot proactively ensure that I am informed of problems then it is up to me to try to get answers.
I know well that Sierra Expeditions cannot send hinge locks that it does not have. However, S-E can easily send enough e-mails to keep a customer well informed, even about a $6 plastic hinge lock.
When I received most of my original order on August 6th I had to ask about the missing hinge lock and then belatedly found out it was backordered. I was told that I had been emailed a notification (but did not receive it). There was no note in the box or updated order sheet. I patiently waited and PM'ed every so often for status. Then more than a month went by when in October I accidentally found out here on the forum about the latest turn of events with the theft and re-ordering.
Message #28 on Oct 22nd said the hinge lock should have been mailed out on Friday (Oct. 18th) and I should have gotten an email about it. (I did not)
Message #32 on the Oct. 23rd says "That brings us to today...a few hiccups, but the items have finally arrived and the New Engels and Accessories are on their way to their new families!" but in today's message #37 (five days later) "We are getting our stock shipment in tomorrow and will next day the hinge locks to every customer who is still waiting on them."
I am not asking for discounts, special refunds, costly Next Day shipments or anything more than just the one hinge lock that I paid for so long ago. What I am looking for is being well informed in a timely manner of any and all issues whether I spent $6 or $500 (well, $471). I do not like to be the one to ask question after question in order to find out where my order is. I do not enjoy being a "squeaky wheel" on this forum but this is where the whole 10% thread is and the only place I seem to get updates of any sort. I keep hearing that e-mails were sent to me and yet I have received maybe two over the last two months. I just checked my listed e-mail at the S-E web site and it is correct. I carefully check my Spam folder before I clear it.
Previous messages in the thread will show that I am just as ready to praise good service as I am to complain about something like this. If a vendor cannot proactively ensure that I am informed of problems then it is up to me to try to get answers.
I know well that Sierra Expeditions cannot send hinge locks that it does not have. However, S-E can easily send enough e-mails to keep a customer well informed, even about a $6 plastic hinge lock.
p1michaud
Expedition Leader
Sierra Expeditons
Last Friday I've picked up my Engle MT45 fridge sent by Sierra Expeditions. All I can say is that I'm a happy camper! Time to start refrigerating some food... :chowtime:
Teotwaki,
I don't usually stick my nose where it does not belong, but in this case I feel that you are being a bit harsh on SE in a public forum. If you really have an issue with them take it up via the phone, e-mail or PM's first. If you don't get satisfaction there, then bring your frustration here. From what I read here, it sounds like a break down in communication. My experience with SE is that they answers every phone call, e-mail or PM in a reasonable ammount of time.
I've had the pleasure of meeting Wil and purchasing some items from SE. I was in the same boat as you are with some Engle products. After making a phone call and discussing directly with Will, I better understood what the problem was. That's just my two cents worth and with todays exchange rate it's worth 0.0208 US! :shakin:
Last Friday I've picked up my Engle MT45 fridge sent by Sierra Expeditions. All I can say is that I'm a happy camper! Time to start refrigerating some food... :chowtime:
teotwaki said:
Teotwaki,
I don't usually stick my nose where it does not belong, but in this case I feel that you are being a bit harsh on SE in a public forum. If you really have an issue with them take it up via the phone, e-mail or PM's first. If you don't get satisfaction there, then bring your frustration here. From what I read here, it sounds like a break down in communication. My experience with SE is that they answers every phone call, e-mail or PM in a reasonable ammount of time.
I've had the pleasure of meeting Wil and purchasing some items from SE. I was in the same boat as you are with some Engle products. After making a phone call and discussing directly with Will, I better understood what the problem was. That's just my two cents worth and with todays exchange rate it's worth 0.0208 US! :shakin:
teotwaki
Excelsior!
p1michaud said:
If you would be so kind as to re-read my post, Phone, e-mail and PMs seemed to have totally failed to get results. It was not until I publicly asked questions here that I started to get responses.
Like I said, I have previous posts where priase was due and I gave it. I also have an empty e-mail box and a very small number of inconclusive PMs so I have vented here in the forum. But I've already said all that in my previous post.
FlyingWen
Explorer
teotwaki said:
All backordered items were shipped DIRECTLY from the Engel warehouse to save time. Since our stock was also depleted, we ordered a "stock shipment" from Engel as well. Yes, our stock shipment will be in today as you quoted in #37. You and everyone else's hinge locks were shipped out from Engel LAST Friday. I don't control shipping times and again, apologize that you do not have your hinge lock. I will send you another hinge lock out of our stock shipment today just to make double sure you receive your hinge lock if not two. And if next day air is what it takes to close this matter, then I am more then happy to do that.
I am glad everyone has received their MT45's.. gotta have a beer fridge! :beer: :beer:
flyingwil
Supporting Sponsor - Sierra Expeditions
Jim-
I am unsure as to where the breakdown is here...
To re-cap, SE like many other dealers had our shipment stolen after a lengthy delay due to customs an 9/11 issues. After that we intercepted our shipment for our stock and had them sent directly to the customers who were awaiting products that were on the stolen international container. When we do this we sometimes are not able to get tracking numbers, and that is a price we are willing to pay to get the item to you quicker. You stated that you have not received yours yet, so we are going to next day another one to you today to ensure that you get the Engel Hinge Lock as soon as possible.
We apologized for the inconvenience in an e-mail to you and offered you a discount on your next order to this inconvenience. We have done everything in our power to mitigate the backorder time.
Jim, I am sorry for the delay.. and we are expected our shipment of hinge locks for stock today (If UPS can deliver on time) and we will get one out to you next day and e-mail your tracking number. Every bit of info on here is what we have been told by our supplier, Engel USA (in FL) and we have done everything we could to mitigate the delay imposed upon you and many other customers that are in the same situation as you.
You should have noticed that any communication that you have had with SE has been quickly replied to, and again all I can do is apologize for the inconvience.
I am unsure as to where the breakdown is here...
To re-cap, SE like many other dealers had our shipment stolen after a lengthy delay due to customs an 9/11 issues. After that we intercepted our shipment for our stock and had them sent directly to the customers who were awaiting products that were on the stolen international container. When we do this we sometimes are not able to get tracking numbers, and that is a price we are willing to pay to get the item to you quicker. You stated that you have not received yours yet, so we are going to next day another one to you today to ensure that you get the Engel Hinge Lock as soon as possible.
We apologized for the inconvenience in an e-mail to you and offered you a discount on your next order to this inconvenience. We have done everything in our power to mitigate the backorder time.
Jim, I am sorry for the delay.. and we are expected our shipment of hinge locks for stock today (If UPS can deliver on time) and we will get one out to you next day and e-mail your tracking number. Every bit of info on here is what we have been told by our supplier, Engel USA (in FL) and we have done everything we could to mitigate the delay imposed upon you and many other customers that are in the same situation as you.
You should have noticed that any communication that you have had with SE has been quickly replied to, and again all I can do is apologize for the inconvience.
