robertlane Posted December 1, 2010 Report Share Posted December 1, 2010 We had a tremendous amount of call volume this past Monday and Tuesday (29-30 November). A few issues cropped up on us: 1. The phone system was NOT routing calls in the order in which they were received. This was fixed mid-Tuesday afternoon, but we realize that it left a lot of people angry. 2. We missed about 50 phone calls - we just couldn't staff the phones enough and the above issue didn't help. These are not acceptable situations for us - our goal at TS/SPP is to make you happy Shelby customers as best we can. If you couldn't get through to us to place your order, please give us another try! We will be happy to extend the sale for you an extra day or two. Our direct line is 702.405.3500 Robert Link to comment Share on other sites More sharing options...
speedyburd33 Posted December 1, 2010 Report Share Posted December 1, 2010 It was a great sale! I noticed when I called the system said there were several calls ahead of me and then right after I was talking to a salesman. Is anything going to be back in stock in one or two days??? Thanks!!! Link to comment Share on other sites More sharing options...
NordicShelby Posted December 1, 2010 Report Share Posted December 1, 2010 Maybe I might need more time. I did not order during this sale but was thinking about getting a few things. It might be a good idea to run the 15% off sale up to New Years day. Unless you had a even better sale coming up for Christmas. My personality does not let me buy anything unless I feel like I am getting a deal on it and I am sure others will spend more if they feel like its a bargain. Thanks for honoring the sale price even when items become back in stock. I know people were bitching that they will have to call back in once the items come back in stock which really is not that big of a deal. Just curious if an item is out of stock does the customer have to pay shipping on the items that are in stock that will ship now and then pay additional shipping for the items that are out of stock. I would rather have my order on hold until all the items are in stock so there is not double shipping costs. Link to comment Share on other sites More sharing options...
stormeaston Posted December 1, 2010 Report Share Posted December 1, 2010 Maybe I might need more time. I did not order during this sale but was thinking about getting a few things. It might be a good idea to run the 15% off sale up to New Years day. Unless you had a even better sale coming up for Christmas. My personality does not let me buy anything unless I feel like I am getting a deal on it and I am sure others will spend more if they feel like its a bargain. Thanks for honoring the sale price even when items become back in stock. I know people were bitching that they will have to call back in once the items come back in stock which really is not that big of a deal. Just curious if an item is out of stock does the customer have to pay shipping on the items that are in stock that will ship now and then pay additional shipping for the items that are out of stock. I would rather have my order on hold until all the items are in stock so there is not double shipping costs. HEY!!!...................................I thought you were done buying stuff for this car! Link to comment Share on other sites More sharing options...
azmartin Posted December 1, 2010 Report Share Posted December 1, 2010 One issue I had, If you call your order in, and a product is out of stock you can't place an order for that product.. Why not take the order get our money and ship it when in it is back in stock? I was told that the order system will not let an order be placed for an out of stock item. If you place your order online not an issue. (can't get discount this way). Doesn't make economic sense to lose a sale for this reason. Sales reps were awsome, great help and freindly. Keep up the improvements and great efforts to make it better. Link to comment Share on other sites More sharing options...
NordicShelby Posted December 1, 2010 Report Share Posted December 1, 2010 HEY!!!...................................I thought you were done buying stuff for this car! I keep telling myself this over and over but the car always wins Link to comment Share on other sites More sharing options...
GT500Viking Posted December 1, 2010 Report Share Posted December 1, 2010 Hey Robert! I'm the guy that spoke with you at SAAC-35 that Saturday morning about the upgrades available to the KRs, the KR Upfitters Package, etc. My wife Gail and I were looking forward to bringing the car to you guys in Vegas soon. Well I tried to start my order process yesterday, early in the morning. My day was busy too, so I couldn't hang out on the phone waiting too long, and your guy's recording was telling me I had 5-6 people ahead of me each time I called. Now, I was trying to spend well over $10K with you folks and bring our KR into Gil for the mods. But I needed some questions answered. Eventually got through to Justin at the Shelby Store in the early afternoon, but as soon as I started explaining what I wanted, he said I had to speak to Gil in the Shop. Oh boy... Called for Gil 4 times starting at about 2:30 in the afternoon, twice was told "he can't come to the phone, he's busy tuning a car". Remaining calls, I was transferred to his mail-box immediately after asking for him at the receptionist. Ouch. Gave up at 4:30. Not sure who at this point I can talk to. Honestly guy, I was really bent out of shape last night. I told Gail at dinner, maybe this wasn't meant to be. If these guys won't even bother to talk to me when we want to hand them business, what the heck is going to happen when the car is sitting there and I try to get info? Any company not grabbing cash business hand over fist in this economy is almost nuts. I'd appreciate an extra day... if only I could talk to someone who knew what they were talking about. Thanks, Mark Link to comment Share on other sites More sharing options...
07SGT4578 Posted December 1, 2010 Report Share Posted December 1, 2010 Hey Robert! I'm the guy that spoke with you at SAAC-35 that Saturday morning about the upgrades available to the KRs, the KR Upfitters Package, etc. My wife Gail and I were looking forward to bringing the car to you guys in Vegas soon. Well I tried to start my order process yesterday, early in the morning. My day was busy too, so I couldn't hang out on the phone waiting too long, and your guy's recording was telling me I had 5-6 people ahead of me each time I called. Now, I was trying to spend well over $10K with you folks and bring our KR into Gil for the mods. But I needed some questions answered. Eventually got through to Justin at the Shelby Store in the early afternoon, but as soon as I started explaining what I wanted, he said I had to speak to Gil in the Shop. Oh boy... Called for Gil 4 times starting at about 2:30 in the afternoon, twice was told "he can't come to the phone, he's busy tuning a car". Remaining calls, I was transferred to his mail-box immediately after asking for him at the receptionist. Ouch. Gave up at 4:30. Not sure who at this point I can talk to. Honestly guy, I was really bent out of shape last night. I told Gail at dinner, maybe this wasn't meant to be. If these guys won't even bother to talk to me when we want to hand them business, what the heck is going to happen when the car is sitting there and I try to get info? Any company not grabbing cash business hand over fist in this economy is almost nuts. I'd appreciate an extra day... if only I could talk to someone who knew what they were talking about. Thanks, Mark Mark, give Roger a shout. You can either call him (702) 942-7325, or shoot him an email. RogerS@ShelbyAmerican.com He should be able to help you with what you want to do to your KR. Chris Link to comment Share on other sites More sharing options...
07SGT4578 Posted December 1, 2010 Report Share Posted December 1, 2010 Mark, I have also forwarded your info to Roger myself. He is a busy guy, but will get back to you. Chris Link to comment Share on other sites More sharing options...
GT500Viking Posted December 1, 2010 Report Share Posted December 1, 2010 Mark, I have also forwarded your info to Roger myself. He is a busy guy, but will get back to you. Chris Hi Chris! Sincerest thanks. I will call this morning after 8 A.M. I'm looking forward to getting started. I appreciate your time and help. Take care, Mark Link to comment Share on other sites More sharing options...
GT500Viking Posted December 1, 2010 Report Share Posted December 1, 2010 All is good Chris! Had a great conversation with Gil this morning. We'll be able to work out the sales price savings on the parts for the KR, and #09KR535 is destined to come home to LV for some Shelby lovin'. Thanks again for your time and help! Cheers, Mark Link to comment Share on other sites More sharing options...
RogerS Posted December 1, 2010 Report Share Posted December 1, 2010 Glad it all worked out. Roger Link to comment Share on other sites More sharing options...
robertlane Posted December 1, 2010 Author Report Share Posted December 1, 2010 It was a great sale! I noticed when I called the system said there were several calls ahead of me and then right after I was talking to a salesman. Is anything going to be back in stock in one or two days??? Thanks!!! New stock comes in every day. Maybe I might need more time. I did not order during this sale but was thinking about getting a few things. It might be a good idea to run the 15% off sale up to New Years day. Unless you had a even better sale coming up for Christmas. My personality does not let me buy anything unless I feel like I am getting a deal on it and I am sure others will spend more if they feel like its a bargain. Thanks for honoring the sale price even when items become back in stock. I know people were bitching that they will have to call back in once the items come back in stock which really is not that big of a deal. Just curious if an item is out of stock does the customer have to pay shipping on the items that are in stock that will ship now and then pay additional shipping for the items that are out of stock. I would rather have my order on hold until all the items are in stock so there is not double shipping costs. We don't want to run consistent sales as it will diminish the Shelby brand as a discounter. We'll do sales on occasion and offer deals to TS members, but they will always be limited. As for shipping, yes the customer will have to pay a separate charge once it comes back into stock. The alternative is to which you have explained - hold the order until it can ship all together. One issue I had, If you call your order in, and a product is out of stock you can't place an order for that product.. Why not take the order get our money and ship it when in it is back in stock? I was told that the order system will not let an order be placed for an out of stock item. If you place your order online not an issue. (can't get discount this way). Doesn't make economic sense to lose a sale for this reason. Sales reps were awsome, great help and freindly. Keep up the improvements and great efforts to make it better. We don't allow back orders as it poses too many problems. For example - If a supplier tells us they can replenish an item in two weeks and it ends up taking four, Shelby takes the heat and this translates into a bad experience. There are always kinks in the supply chain that Shelby cannot control. In the past we have accepted back orders, but then we have angry customers and charge backs. . .it's all a ball of not good. A good alternative is to call your Shelby SPP rep and ask them to honor the sale price once the item comes back into stock. We want to create a trouble free experience and have happy customers and we will work with you toward that goal. All is good Chris! Had a great conversation with Gil this morning. We'll be able to work out the sales price savings on the parts for the KR, and #09KR535 is destined to come home to LV for some Shelby lovin'. Thanks again for your time and help! Cheers, Mark Great to hear this is resolved. I also spoke with Gil and SPP will work with the speed shop to make sure you get what you need for your KR. Link to comment Share on other sites More sharing options...
GT500Viking Posted December 1, 2010 Report Share Posted December 1, 2010 Great to hear this is resolved. I also spoke with Gil and SPP will work with the speed shop to make sure you get what you need for your KR. Thank you Robert! It was really great speaking with Gil, and we are very excited about having the KR return home for some fantastic upgrades. Without a doubt, our KR is a "beloved thoroughbred". Thank you for the support from SPP, we truly appreciate it. Cheers, Mark Link to comment Share on other sites More sharing options...
SHELBY#18 Posted December 1, 2010 Report Share Posted December 1, 2010 Thanks for extending this!!!! Link to comment Share on other sites More sharing options...
steve-o-500 Posted December 2, 2010 Report Share Posted December 2, 2010 Thank you for the extension. I ordered a bunch of stuff the other day but was unable to order something that was out of stock. I will try to call again and see if it is back in stock. I think I am on the email list for when it is back in stock but I don't know....that was all handled over the phone. Link to comment Share on other sites More sharing options...
theseeker Posted December 2, 2010 Report Share Posted December 2, 2010 We had a tremendous amount of call volume this past Monday and Tuesday (29-30 November). A few issues cropped up on us: 1. The phone system was NOT routing calls in the order in which they were received. This was fixed mid-Tuesday afternoon, but we realize that it left a lot of people angry. 2. We missed about 50 phone calls - we just couldn't staff the phones enough and the above issue didn't help. These are not acceptable situations for us - our goal at TS/SPP is to make you happy Shelby customers as best we can. If you couldn't get through to us to place your order, please give us another try! We will be happy to extend the sale for you an extra day or two. Our direct line is 702.405.3500 Robert Thanks Robert! I called but the phone system, as you mentioned, was crazy. Rocky Link to comment Share on other sites More sharing options...
NordicShelby Posted December 3, 2010 Report Share Posted December 3, 2010 We don't want to run consistent sales as it will diminish the Shelby brand as a discounter. We'll do sales on occasion and offer deals to TS members, but they will always be limited. As for shipping, yes the customer will have to pay a separate charge once it comes back into stock. The alternative is to which you have explained - hold the order until it can ship all together. I agree having consistent sales would diminish the Shelby name. You guys do have a lot of deals for TS members which we all do really appeciate. Thanks for giving us the option to have our items held until all the items are in stock. Link to comment Share on other sites More sharing options...
SVTSnake Posted December 12, 2010 Report Share Posted December 12, 2010 We don't want to run consistent sales as it will diminish the Shelby brand as a discounter. We'll do sales on occasion and offer deals to TS members, but they will always be limited. As for shipping, yes the customer will have to pay a separate charge once it comes back into stock. The alternative is to which you have explained - hold the order until it can ship all together. This makes absolutely no sense!!! Running sales does not make you or any other business a "discounter". It is what helps bring customers to your business. Some customers refuse to pay full price for things, so sales bring them to you. Yes there are those who will pay full retail from the Shelby Store just because it is Shelby. That is not the majority of customers though. As far as the shipping goes, Shelby Store has that wrong too. Correct thing to do is to charge shipping once...PERIOD!!! That is what other vendors do. I have orederd stuff from several vendors and if it ships out seperately due to backorders, they never charge me shipping again. Also with backorders, you should not have the charge hit the customers account until product ships. That 'swhat other vendors do, no reason why Shelby Store can't accomplish this. For these reasons I am hesitant to order from Shelby Store again. If I want Shelby items, I will just order them from other vendors. Unless they are exclusive to Shelby Store. Link to comment Share on other sites More sharing options...
sharon Posted December 13, 2010 Report Share Posted December 13, 2010 Sales are not a bad thing unless you are running sales every single month. We offer sales a few times a year to Team Shelby and Shelby customers. However we can not run sales every time a customer asks for one on the website. We will continue to run sales a few times a year like we have in the past. We do not allow back order items. Once the item is in stock the system will notify you. I am sorry but that is our policy. Link to comment Share on other sites More sharing options...
Snake Handler Posted December 13, 2010 Report Share Posted December 13, 2010 Sales are not a bad thing unless you are running sales every single month. We offer sales a few times a year to Team Shelby and Shelby customers. However we can not run sales every time a customer asks for one on the website. We will continue to run sales a few times a year like we have in the past. We do not allow back order items. Once the item is in stock the system will notify you. I am sorry but that is our policy. There are two sides to every discussion. From the customer prespective, SAI should have a good idea of what's hot and what's not by now. If it is hot, stock ahead of time to support a SAI sale. Planning a sale says to me that SAI has items in stock and ready to go. Link to comment Share on other sites More sharing options...
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