Hello customers, fans, and friends,
As many of you may know, we’ve been facing many challenges in the shop. Many of these challenges are ongoing and time consuming to iron out. Our main priority has been machining slides and getting product out the door. An unfortunate side effect of shifting available resources to operations is that our customer service took a large hit and regrettably left many of you in the dark. We have historically been more helpful updating you on where your slide is in the process and we’re sorry it has been touch and go for a couple of months.
These challenges have been compounded by training new staff to manage customer service responsibilities, while navigating a large influx of orders and customer service requests. Our lead times have temporarily increased recently to around 12-15 weeks with the nitride process adding time to that as well. Nitride moves in large batches and unfortunately increases the turn around on the nitriding process. Our cerakote orders have increased exponentially and we are in the process of increasing our capacity for getting those slides out the door.
We appreciate all the patience and understanding from those who have voiced concerns on what seems like deaf ears. We are aware of the current difficulties and are working very hard to bring our lead times back down and have the capacity to move the volume we are receiving.
We care about the product you send to us and would like the opportunity to make sure the work you receive is worth your time and money.
You may have noticed social media has also been quiet and that is solely because we are working as fast as we can to get back to emails and get product out the door. We have new personnel dedicated to managing social platforms and staying on track with updating you on the state of the shop. Please direct all customer service inquiries to firstname.lastname@example.org.
If you have received your orders back and have questions or concerns about your order, please email email@example.com detailing your concerns and we will get back to you as soon as possible. If you are solely inquiring about where you are in the process, please be patient with us as we continue to navigate through the multiple forms of customer communication. While training new customer service staff, it becomes very cumbersome to reply to all of these requests, especially when they are within the lead time window. We will get back to you as soon as we possibly can.
We are filling roles and increasing our capacity with the goal of being on track with lead times and customer communication as quickly as possible. We are grateful for your support, 2021 has been beyond what we could have ever expected and we truly thank all of our customers for their continued support.