How long does it take to receive parts from the time they are ordered?
I ordered a replacement pickguard for my Vigier Shawn Lane on May 19th, 2014. It is about 6 weeks later and it still has not shown up
Ordering Parts
If ordering spares (especially from the US or far away from the factory) several things need to be taken into consideration;
First of all time for the shop to transmit the order to the sales manger then to the office. Note; there is only one sales manager in the US and UK, we need time off for holidays etc (we are human too), also we are a very small company - the order will be transmitted to just one person in France (responsible for all of High Tech Distribution / Vigier exports and orders), so could be that 'her desk is full' - to say that, orders are processed in the order they are recieved. Then there might be the time to wait for the part to be in stock - if it is not in stock we would have to order from our suppliers - in the case of pickgurads we only order once or twice (max) a year, so if out of stock we have to wait to put the order through together (or else it is a big overcharge). Then there is payment from the dealer, if the dealer has agreed to pay in advance we have to wait for them to pay us. Then we try to multi-ship (to save costs to the end user) and items have to clear customs.
Once all that is taken into consideration, 2 months can be a reasonable time, just a little patience we ask on your part...on the flip side you could be lucky and it may have taken just a few days. I do not know the ins and outs of your particular order, but just ask that you try to also see it from our side too - we are doing our best with very limited resources (and an even smaller team) to keep everyone satisfied.
We are looking at a direct sales model for spares, the shipping / cost maybe higher, but you will have more control (to see in/out of stock, shipping times, you as the customer pays etc). We hope that once rolled out it will make purchasing spares easier, but for now thank you for your custom and understanding with how we operate.
First of all time for the shop to transmit the order to the sales manger then to the office. Note; there is only one sales manager in the US and UK, we need time off for holidays etc (we are human too), also we are a very small company - the order will be transmitted to just one person in France (responsible for all of High Tech Distribution / Vigier exports and orders), so could be that 'her desk is full' - to say that, orders are processed in the order they are recieved. Then there might be the time to wait for the part to be in stock - if it is not in stock we would have to order from our suppliers - in the case of pickgurads we only order once or twice (max) a year, so if out of stock we have to wait to put the order through together (or else it is a big overcharge). Then there is payment from the dealer, if the dealer has agreed to pay in advance we have to wait for them to pay us. Then we try to multi-ship (to save costs to the end user) and items have to clear customs.
Once all that is taken into consideration, 2 months can be a reasonable time, just a little patience we ask on your part...on the flip side you could be lucky and it may have taken just a few days. I do not know the ins and outs of your particular order, but just ask that you try to also see it from our side too - we are doing our best with very limited resources (and an even smaller team) to keep everyone satisfied.
We are looking at a direct sales model for spares, the shipping / cost maybe higher, but you will have more control (to see in/out of stock, shipping times, you as the customer pays etc). We hope that once rolled out it will make purchasing spares easier, but for now thank you for your custom and understanding with how we operate.
Gian C. wrote: If ordering spares (especially from the US or far away from the factory) several things need to be taken into consideration;
First of all time for the shop to transmit the order to the sales manger then to the office. Note; there is only one sales manager in the US and UK, we need time off for holidays etc (we are human too), also we are a very small company - the order will be transmitted to just one person in France (responsible for all of High Tech Distribution / Vigier exports and orders), so could be that 'her desk is full' - to say that, orders are processed in the order they are recieved. Then there might be the time to wait for the part to be in stock - if it is not in stock we would have to order from our suppliers - in the case of pickgurads we only order once or twice (max) a year, so if out of stock we have to wait to put the order through together (or else it is a big overcharge). Then there is payment from the dealer, if the dealer has agreed to pay in advance we have to wait for them to pay us. Then we try to multi-ship (to save costs to the end user) and items have to clear customs.
Once all that is taken into consideration, 2 months can be a reasonable time, just a little patience we ask on your part...on the flip side you could be lucky and it may have taken just a few days. I do not know the ins and outs of your particular order, but just ask that you try to also see it from our side too - we are doing our best with very limited resources (and an even smaller team) to keep everyone satisfied.
We are looking at a direct sales model for spares, the shipping / cost maybe higher, but you will have more control (to see in/out of stock, shipping times, you as the customer pays etc). We hope that once rolled out it will make purchasing spares easier, but for now thank you for your custom and understanding with how we operate.
Thanks for the response, Ben. I can see how things might take some time. I think the length of wait coupled with the lack of communication (I had to send several emails a couple days apart just to get a short response) is what I am not happy about. I think the customer service could have been a little better. I know it is just a pickguard and not a whole guitar so it probably was not an important order and probably was placed on the back burner. Some communication would have been nice.
Gian C. wrote:Gian C. wrote: If ordering spares (especially from the US or far away from the factory) several things need to be taken into consideration;
First of all time for the shop to transmit the order to the sales manger then to the office. Note; there is only one sales manager in the US and UK, we need time off for holidays etc (we are human too), also we are a very small company - the order will be transmitted to just one person in France (responsible for all of High Tech Distribution / Vigier exports and orders), so could be that 'her desk is full' - to say that, orders are processed in the order they are recieved. Then there might be the time to wait for the part to be in stock - if it is not in stock we would have to order from our suppliers - in the case of pickgurads we only order once or twice (max) a year, so if out of stock we have to wait to put the order through together (or else it is a big overcharge). Then there is payment from the dealer, if the dealer has agreed to pay in advance we have to wait for them to pay us. Then we try to multi-ship (to save costs to the end user) and items have to clear customs.
Once all that is taken into consideration, 2 months can be a reasonable time, just a little patience we ask on your part...on the flip side you could be lucky and it may have taken just a few days. I do not know the ins and outs of your particular order, but just ask that you try to also see it from our side too - we are doing our best with very limited resources (and an even smaller team) to keep everyone satisfied.
We are looking at a direct sales model for spares, the shipping / cost maybe higher, but you will have more control (to see in/out of stock, shipping times, you as the customer pays etc). We hope that once rolled out it will make purchasing spares easier, but for now thank you for your custom and understanding with how we operate.
Thanks for the response, Ben. I can see how things might take some time. I think the length of wait coupled with the lack of communication (I had to send several emails a couple days apart just to get a short response) is what I am not happy about. I think the customer service could have been a little better. I know it is just a pickguard and not a whole guitar so it probably was not an important order and probably was placed on the back burner. Some communication would have been nice.
Ben - thanks for answering this before I saw it.
Gian - I just replied to your email. Hopefully installation was smooth at least!