Reign-Mack
11-06-2002, 02:06 PM
I just got this email from them.
Dear valued customer,
This e-mail is coming out to you individually to explain, as best we can, the delay issues that we know are causing a great deal of panic and frustration. We assure you that the frustration we are facing in procuring the chips on time (and correctly put together) are something that we are working around the clock to alleviate.
In essence the order volumes that have come through since the launch of the Matrix are huge. The response by people like you has been overwhelming and it caused us a bottlneck in numbers almost from the beginning. Together with this problem we received a batch of units which did not pass our quality tests and were sent back. As we are the only distributor who offers a full money back or replacement guarantee (R.M.A.) our checks and balances before we ship are as thorough as possible. Naturally, certain problems do occur but as of today our return ratio is less than 0 .5% of all units shipped.
The positive news is that we are almost up to date with numbers of units in stock vs. orders. Every order which is in the system will be delivered. It will only be a matter of days before our staff catches up to the large backlog in specific areas. While most areas are already up to date, others like the European orders and wholesale orders as still delayed. All packaging and logistics in terms of preparing the orders are basically ready and waiting for the new units to arrive and then to be shipped. Please understand that the issue of charging orders and not delivering on the promised dates is one that we take very seriously and we fully understand your concerns. As explained above all logistics on our side were prepared and ready until we received and we forced to return the one large batch that caused all this mess.
Coupled with all this, most of you already know that due to the increased volume in traffic (affiliate programme) our servers were severely overloaded which caused multiple problems concerning all areas of communications and service to you our valued customer. Since this wake up call we have upgraded all three web servers as well increased our main backbone to 100 megabit. Obviously, our staff compliment has also been substantially increased.
We humbly apologise for not communicating and being transparent with all the above prior to this e-mail but we hope that you now have a better understanding of only a few of the problems we have had. We give you our assurance that we are now fully and completely on top of the situation and that we will be updating all of you regularly. All outstanding orders are being prioritized and should be with you within the next seven days.
We have enlisted the help of the xodus team in regards to any technical problems or questions you might have. They may be reached either by their own email support@xodus-chip.com or through our matrix@easybuy2000.com .
We hope and trust that this explains and assuages some of the fears and reservations many of you have had regarding Easybuy and our service. Please bear with us and thank you for your understanding and support.
Kind Regards
Easybuy2000
Dear valued customer,
This e-mail is coming out to you individually to explain, as best we can, the delay issues that we know are causing a great deal of panic and frustration. We assure you that the frustration we are facing in procuring the chips on time (and correctly put together) are something that we are working around the clock to alleviate.
In essence the order volumes that have come through since the launch of the Matrix are huge. The response by people like you has been overwhelming and it caused us a bottlneck in numbers almost from the beginning. Together with this problem we received a batch of units which did not pass our quality tests and were sent back. As we are the only distributor who offers a full money back or replacement guarantee (R.M.A.) our checks and balances before we ship are as thorough as possible. Naturally, certain problems do occur but as of today our return ratio is less than 0 .5% of all units shipped.
The positive news is that we are almost up to date with numbers of units in stock vs. orders. Every order which is in the system will be delivered. It will only be a matter of days before our staff catches up to the large backlog in specific areas. While most areas are already up to date, others like the European orders and wholesale orders as still delayed. All packaging and logistics in terms of preparing the orders are basically ready and waiting for the new units to arrive and then to be shipped. Please understand that the issue of charging orders and not delivering on the promised dates is one that we take very seriously and we fully understand your concerns. As explained above all logistics on our side were prepared and ready until we received and we forced to return the one large batch that caused all this mess.
Coupled with all this, most of you already know that due to the increased volume in traffic (affiliate programme) our servers were severely overloaded which caused multiple problems concerning all areas of communications and service to you our valued customer. Since this wake up call we have upgraded all three web servers as well increased our main backbone to 100 megabit. Obviously, our staff compliment has also been substantially increased.
We humbly apologise for not communicating and being transparent with all the above prior to this e-mail but we hope that you now have a better understanding of only a few of the problems we have had. We give you our assurance that we are now fully and completely on top of the situation and that we will be updating all of you regularly. All outstanding orders are being prioritized and should be with you within the next seven days.
We have enlisted the help of the xodus team in regards to any technical problems or questions you might have. They may be reached either by their own email support@xodus-chip.com or through our matrix@easybuy2000.com .
We hope and trust that this explains and assuages some of the fears and reservations many of you have had regarding Easybuy and our service. Please bear with us and thank you for your understanding and support.
Kind Regards
Easybuy2000