Revolution Trains

[honestjudge]

My 1938 order arrived about two weeks ago.

Blimey! 88 years seems a bit excessive!

That's Royal Mail for you!

[RailGooner]

I must be in a minority, as I have never had a problem with them answering me...

You're not alone!

[Newportnobby]

Still having received no response I have resorted to sending Ben & Mike a PM.
I have not received my orders and, with no stock showing anywhere, fear the worst

[Ben A]

Hello all,

Simon is our customer services manager and deals with technical issues and support for specific models; he does not answer more general enquiries. All the feedback I have had is that he is very diligent and efficient.  We are very happy with his work.

Answering general enquiries, order queries etc has been paused over the last fortnight due to staff holiday but we are back at work now and will start to get on top of any backlog.

For clarity: we are not Amazon and realistically our service will never equal Amazon standards. 

We could hire more people to deal with emails and to pack and post, but then our prices would have to go up, which customers tell us they do not want.

And one reason we offer models to retailers is so customers who do not wish to deal with us don't have to; but of course the caveat with that is that the price is higher.

It is rare for Revolution models to appear in 'bargain bins' - most of our models sell out before that.  This is intentional; we respect retailers and try to manage production levels so they don't have to cut their own throats just to sell our models.   Of course we do not always get that right.

cheers

Ben A.

[red_death]

To add a little more context to the OP's complaint - they asked us to delay shipping of their order as they were about to go on holiday.

As per the auto-reply on our general email (which I've realised you won't get if you use the contact form) I've also been on holiday. The packing team (by which I mean Ben and Simon) sent out a large stack of orders whilst I was away which I could only mark as despatched when I got back to a computer on Tuesday.

If you're sending an email and not getting a response (and we're not on leave) then please chase us as we normally reply same day (and have done for some time unless there's a backlog to answer like at the moment).

Cheers Mike

[Newportnobby]

To add more context, my complaint was lack of response to a mail sent from the Revolution website. Yes, I had requested no despatch before 9th May but got no answer until I sent a PM from the forum on the 26th May as to the whereabouts of my orders.
You have stated no auto reply gets sent so how are we supposed to know about holidays? How would I have got a reply if I  wasn't a forum member?
Sorry, but it's a hole that needs plugging

[red_death]

Mick

No one is saying that you should have known about holidays (and I admitted that anyone using the contact form wouldn't have gotten the auto reply explaining the situation).

You sending a PM has made no difference to my ability to reply - lack of decent mobile signal and being on holiday prevented that.

Just like you asked for some consideration that you were about to go on holiday, I'm asking for the same.  There is no escaping that we're still a small company and there isn't someone to cover some functions when one of us goes on holiday.

Cheers Mike

[Newportnobby]

Mike - Ben replied to my PM within 24hrs.  All I  know is that if I went on holiday from work without setting my 'Out of Office assistant' I'd have been punished with loss of bonus. Anyway, you know there is a system hole. Whether you fix that is entirely your (Revolution's) choice.
You'll hear no more from me on the subject