First of all, thank you for the kind words! It is very satisfying, and humbling to serve such wonderful customers.
While a direct reply is against my better judgement, I feel it necessary to set the record straight for 3 reasons. First, I did not get a chance to review all of the details that surrounded Mr. Cooney’s order/claims before my reply late Monday night. Second, future readers who skim these posts may get the wrong idea. Third, those reasoning with Mr. Cooney, in part making excuses for SC (valid or not), are doing so as if his complaint may be valid.
-Mr. Cooney creates his account at SC on Saturday the 2nd at 2:35pm CST.
He is immediately emailed confirmation of his account creation:
Hi Duane
Welcome to Sonic Craft
You may now take part in the various services we offer. These services include:
Permanent Cart - Any products added to your online cart remain there until you remove them, or check out.
Address Book - Select shipping destination from up to five stored addresses.
Order History - View orders, and print invoices.
Product Reviews - Share your opinion on products.
For assistance, please contact Customer Service: cs@soniccraft.com.
Not your account? Please notify us at once.
Note: Our site requires the use of cookies. If you have cookies disabled in your broswer, you will not be able to complete your purchase.-Mr. Cooney places his first order on Saturday the 2nd at 2:38pm CST.
-He instantly receives order confirmation (exactly 2 days earlier). As seen in the bottom of his first email Monday the 4th at 2:27pm CST:
To be clear, Sonic Craft is closed on Saturday, and Sunday. However, I have an over achiever in the ranks. This employee occasionally comes in on Saturday to catch us up for Monday. Mr. Cooney’s order was a special order. He had ordered L2 matching. So, his order was tested, pulled, packed, and processed Saturday night the 2nd at 8:12pm CST. The same system that sends tracking to OS Commerce (our ecommerce plateform), sends tracking to the customer. OS Commerce shows the update immediately, but USPS does not initiate tracking for another 6 hours (but still some 42 hours before Duane's first inquiry). This is what we see on the back end, and what Duane would see when clicking on his order history (circled in Red) respectively:
YES. Large text to get your attention, and it worked.
Actually, it did not. Your second email to cs mentioned it. I responded to your email with tracking before posting a reply here. However, your Large text did elicit something.
I'm not the only one who's waited for an update based on your online purchase terms.
At purchase time, your online policy indicates the item was "in stock" and you'll send the tracking info.
Actually, it says you will receive tracking once the package has shipped. As seen above in your first email Monday. This statement indicates that you knew our terms when you placed the order Saturday afternoon. So, why did you ask me if the caps were in stock? Or, tracking for that matter? It would have only made sense to wait until Monday evening.
Perhaps you can let people know you have some kind of 3-4 day handling time or something
Why would I do that? I thought you had already read the terms? The terms that you had to agree to when checking out? The terms you were linked to immediately upon placing the order as well? The terms that outline our same day shipping. As in no handling time. Not to mention our matching verbiage (you must have read) that says we will contact you if we have a problem with your matching request.
Even if we were open on Saturday and/or Sunday, and USPS was open, where are you getting 3 or 4 days??? Looks like 2, but we both know that orders placed between Friday at 3pm CST and Monday at 3pm CST do not ship until Monday evening.
so they don't sit and wait wondering (if the order went through or not)
They don't. They receive instant notification just like you did.
(wondering if it's in stock or not)
You admitted to knowing policy from the beginning. You also admit that you knew the caps were in stock.
(wondering if you forgot to send tracking info)
That is a lot of damn wonderment!
If they were that inquisitive, I assume they would have checked into some of those links in the confirmation you immediately received. Assuming your tracking was not received Saturday night, you would have been able to view it at anytime from that time forward.
Simple customer service. Yes, in business people will expect you to follow through with exactly what your online policy states.
Now you tell me
30 years in the business...20 with SC...
We did finally receive a tracking email from you this morning.
Well, I can tell you that it was sent Saturday night, and again Monday at 10:51pm.
The key is you do follow through and it just takes a little longer. "Okay, no big deal", people will understand that, just state that right up front during the online purchase and everything will be okay.
I don't see any understanding in your first post.
Now making assumptions about what people will do afterwards
No one can be 100%, but I base it on my 30 years of customer experience. I'm just glad you received them quickly
well, "we'll see what we get when it shows up".
Not sure where you are headed here, but you ordered/paid for L2 matching, and received a very tight L3 pair (2.2050uF/2.2055uF).
Hoping you can see and understanding it from a customers point of view until new customers get to know you.
Kinda guilty till proven innocent kind of thing? I kinda see it the other way around. There is no need for you to cast aspersions. My history is on the web. Here, or maybe some of that recent and unsolicited feedback on my site. You know... A little of that due diligence you keep eluding to... Taking a moment to find out whom you are dealing with. On the other hand, no one here knows anything about you...outside of your posts.
