Delayed service

Mr Wolverine

Mr Wolverine

CGN Regular
Location
Manitoba. Canada
Last week Pat, Danielle, Ryan and myself attended the Shot Show, this left our business short staffed, unfortunately we had three more staff members miss most of last week due to sickness, Guy became a Dad again so he understandably took a couple of days away and if that was not enough our main computer system decided to “crash” and the shipping computer acted up! This has resulted on a massive back log of orders, e-mails and return phone calls to attend to. We have also received a large amount of incoming freight that we have not even had time to look at, this all has to be checked off and entered into our system. We should be back up to full strength next week but we are training two new staff so short term we are still handicapped and then Pat and myself are taking time away to attend the SCI Show in Reno.

Please be patient, all our customers are important to us but it will take us at least ten working days to get caught up.

Thank you for your understanding.
 
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All that happened and my order still shipped this week. You and your staff are awesome! You'll have more of my money soon.
Thanks
 
I was told that those with the highest expectations are let down the most. It's impossible so run any business at 100% at all times, but most of your customer base won't understand this. Your team is one of the best but we're all human and unfortunately that means we can't be perfect. Sorry about the rant but with all the complaints on CGN lately I've taken it upon myself to say good and true things to those deserving.
Thanks again
Mr Wolverine said:
Thanks my staff will appreciate that, we all do our best but I am afraid that we will have a few disappointed customers.
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After reading through the site here it was this type of proactive client service that sold me on buying a couple handguns from Wolverine. It takes a little time to let people know, through your web site postings (for Shot Show) and on here of delays and such but it goes a long way in creating an great impression. Looking forward to purchasing more in the future.
 
Did any orders get lost in the crash? Just wondering how we would confirn you still have it in there...
 
Hitzy said:
Did any orders get lost in the crash? Just wondering how we would confirn you still have it in there...
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"Crash" may not be the correct term, our operating system went down. I may not be using the the correct term, I am not computer literate, I fix things with a grease gun and wrench so Ryan stops me from servicing his computers! Seriously judging from the huge increase in e-commerce sales that were received while we were at the Shot Show I would be extremely surprized if any orders were not received. I will talk this over with Sam and Ryan on Monday and then I can give you a better idea in what time frame your order will be processed. It will not help us if everyone calls us to see if their order was received, please give us a few days first. I will report back here next week, thank you.
 
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That SVT I ordered last night can wait, you guys are awesome when it comes to customer service like this. And congrats to Guy, hope you guys don't get too stressed out.
 
I stopped in on Friday to make a purchase and Brent and Guy were awesome to deal with. Definitely not the last time I'll be through your doors.
 
I've driven through Virden twice in the last two years en route from BC to ON and always been in too much of a rush to stop in. Next time (whenever that is...) I'll stop by
 
Even with all that going on you guys still had the time to do the extra follow up with me to make sure you had my order correct. Wow. I am completely impressed with your customer service. Thanks so much, and congrats to Guy.
 
Mr Wolverine said:
"Crash" may not be the correct term, our operating system went down. I may not be using the the correct term, I am not computer literate, I fix things with a grease gun and wrench so Ryan stops me from servicing his computers! Seriously judging from the huge increase in e-commerce sales that were received while we were at the Shot Show I would be extremely surprized if any orders were not received. I will talk this over with Sam and Ryan on Monday and then I can give you a better idea in what time frame your order will be processed. It will not help us if everyone calls us to see if their order was received, please give us a few days first. I will report back here next week, thank you.
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The Crash we had was on our local POS system, luckily there were no orders lost, only time. With the limited phone lines last week we have seen a spike in online shopping, Sam has done a wonderful job in my absence on keeping on top of things. Between the two of us I do not expect more than a day or two delay over and above what we are normally able to ship in.

Cheers
Ryan
 
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