John had a pretty nice apology in his blog. I have been in IT for 30+ years and this was a typical server overload, and not surprising at all. (I have personally, in my lifetime, taken down mainframes (IBM, UNIVAC, Others), mini-comuters, PC, Macs, servers, data bases, client-servers, and several remote sensors.) [tongue]
Bridge City Tool Sales
- Thread starter peter halle
- Start date
Blackberry
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- Feb 22, 2012
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- 66
As I mentioned above, I participated in the sale too.... I truly hope I didn't add to their stress level! John did have a very nice apology, very very professional! Time will tell if I really landed a product or not but it is honestly no big deal if I did or didn't. I will continue to support BCTW and fine products they turn out.
PaulMarcel
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- Mar 6, 2008
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- 1,973
I think you'll be fine to get what you wanted and maybe some things you missed out on. The problem was between their shopping basket and inventory control. Basically it would deduct inventory then try to hit the separate cart server (a third-party). If you got impatient and hit submit again, the inventory was deducted twice. The duplicates will be eliminated, inventory updated, and you should get what you ordered. Not sure how they are going to re-open the sale with the left-over inventory 
but you might get a second chance at that rack-n-pinion set... ooooh...
but you might get a second chance at that rack-n-pinion set... ooooh...
deepcreek
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- Apr 20, 2009
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Surprisingly, there are still some clearance items available at BCTW. I went back for seconds and bought another set of 6 inch and 12 inch bench rules (BR-6 and BR-12). I really like these and wanted one set for the shop and another for the field. They are super easy to read.
I thought that I had placed an order on the afternoon of the sale. Admittedly, I was unsure at the time whether or not the order had gone through because their ordering system was evidently unable to keep up with their traffic. I called and left a message early the next morning to confirm. Didn't receive a response from that call. Called again the next day during their regular business hours. Had to leave another message. Did not receive a response from that call either. I tried one more time during their business hours and was unable to speak to a human being. I have no desire to try again. I suppose it's nice that they offer this type of sale, but if they can't maintain a decent level of customer service, I'm not sure it's worth it. I have a few of their pieces, and they are indeed high quality. I'm not shy about spending ridiculous amounts of money on tools when quality and service are part of the purchase price. In other words, I fit their demographic perfectly. Unfortunately, I am not likely to give them another shot.
TC
TC
Hi Thomas,
Indeed it was a mess, we are sorry about the hassle. Our phones were severely overloaded as well and email was the best way for us all to deal with the situation. Consuelo, our one person who was doing the customer service during the sale, called you back yesterday and left you a message.
At the very least you can get your name on list for the free tool that we are making for people who had hassles during the sale. We can still try and get you some of the hardware that you wanted, but a free tool has your name on it!
Michael
-General Manager
Indeed it was a mess, we are sorry about the hassle. Our phones were severely overloaded as well and email was the best way for us all to deal with the situation. Consuelo, our one person who was doing the customer service during the sale, called you back yesterday and left you a message.
At the very least you can get your name on list for the free tool that we are making for people who had hassles during the sale. We can still try and get you some of the hardware that you wanted, but a free tool has your name on it!
Michael
-General Manager
Here is a brief update regarding my own experience with BCT recently...
Not long after my last post conveying some dismay with the sale, I received an email from Consuelo. I was able to speak with her on the phone the next day, and she offered some very legitimate rationale for the problems they encountered during the sale. In short, much of the fiasco was not their fault. For a more thorough explanation, read John's blog which is linked to the BCT website. Ultimately, I have to respect a company that is willing to take the time to track me down in an effort to restore the customer relationship. In hindsight, I feel a bit guilty for mentioning anything negative about BCT, now that I know the facts. Hopefully, anyone who reads this will understand that the customer service folks at BCT did go the extra mile. I did place an order with them, and will continue to do business with them in the future. I understand that John is planning to send a free tool to anyone who placed an order or had trouble doing so. While this is a great gesture of customer service, I hope it doesn't come at terribly high financial price for BCT. I appreciate John's desire to "make it right" with anyone who had a negative experience with the sale. Personally, I thought the honest explanation was sufficient.
My thanks to Consuelo and Michael for great service!
TC
Not long after my last post conveying some dismay with the sale, I received an email from Consuelo. I was able to speak with her on the phone the next day, and she offered some very legitimate rationale for the problems they encountered during the sale. In short, much of the fiasco was not their fault. For a more thorough explanation, read John's blog which is linked to the BCT website. Ultimately, I have to respect a company that is willing to take the time to track me down in an effort to restore the customer relationship. In hindsight, I feel a bit guilty for mentioning anything negative about BCT, now that I know the facts. Hopefully, anyone who reads this will understand that the customer service folks at BCT did go the extra mile. I did place an order with them, and will continue to do business with them in the future. I understand that John is planning to send a free tool to anyone who placed an order or had trouble doing so. While this is a great gesture of customer service, I hope it doesn't come at terribly high financial price for BCT. I appreciate John's desire to "make it right" with anyone who had a negative experience with the sale. Personally, I thought the honest explanation was sufficient.
My thanks to Consuelo and Michael for great service!
TC
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