Intelligent Workshop shipping to the US (how long?)

[Theshipstore]

I have dealt with Tom and his company on many occasions. During that time period I have never had a any real issues at all.
Tom has always been available for questions via PM or Email and thru this I have placed and received my share of NANIA merchandise.

In my opinion Intelligent Workshop and Tom have been there to deal with and get merchandise on this side of the pond with the best efficiency they can supply, yes they are somewhat handcuffed by the delivery services and customs out and in of the two countries but besides that fact they are great and friendly to deal with.

Sal

 

[mprzybylski]

Tom, thank you for the reply and explanation.  I'm not trying to beat a dead horse or be negative about the situation but you said to email or PM you.  I did email you and got no response which is why I resorted to posting here to see what others have experienced.

That being said, I'm happy with the product and received it, albeit slightly later than expected.  This was my first experience with ordering across the pond so maybe I was naive in calculating shipping times and for that, I apologize.  Fact of the matter is, I got my product, I'm very happy with it, and in the future would order from you again if a need arises with a much more aligned set of expectations.

 

[skids]

Tom, thank you for the reply and explanation.  I'm not trying to beat a dead horse or be negative about the situation but you said to email or PM you.  I did email you and got no response which is why I resorted to posting here to see what others have experienced.

That being said, I'm happy with the product and received it, albeit slightly later than expected.  This was my first experience with ordering across the pond so maybe I was naive in calculating shipping times and for that, I apologize.  Fact of the matter is, I got my product, I'm very happy with it, and in the future would order from you again if a need arises with a much more aligned set of expectations.

Same experince for me as well-zero responses here on FOG to IMs I sent..Although I got my item, and I am happy, a little expectation setting on the front end would have resolved any questions-from me anyway. All I had to rely on was the positive experiences of others when I wasn't hadn't heard back. Which is great, but only goes so far.

Had I known ahead of time, there was a blackout period or sorts, with the shipping where tracking was useless and there wasnt' anything Tom could do I would have been fine with all of it. The sporadic responses, and lackthereof on FOG, is what caused a little anxiety I suppose.

Not to disaparage Tom in any way, seems like a true gentlemen, just stating what I experienced for anyone else considering an overseas purchase. I say this mainly aimed at American buyers since our expectations are possibly a little different when it comes to service and communication.

Knowing what I know now, I would order from Tom at Intelligent Workshop again. However, you just have to accept there are a few differences in shipping and communication with overseas items before you order. Hopefully this thread settles that for folks.

 

[IWT-Tom]

Same experince for me as well-zero responses here on FOG to IMs I sent..

I think that's slightly unfair Jeff.  You sent an IM, 2 emails and left a VM on our phone, all closely spaced together and all out of hours.  I got back to you as soon as I could and picked email to respond, as that means your information is in our system and not on the forum.  Also, in your particular case, you ordered just before the 4 day Easter break, at which time we where closed and Royal Mail run a slow service at this time. 

These problems are why some dealers shy away from International orders, as it takes a lot more than just pick, pack and post.

I think it's important to add perspective to some of these cases.  We have a lot to improve on, but some situations are out of our control. 

 

[skids]

Same experince for me as well-zero responses here on FOG to IMs I sent..

I think that's slightly unfair Jeff.  You sent an IM, 2 emails and left a VM on our phone, all closely spaced together and all out of hours.  I got back to you as soon as I could and picked email to respond, as that means your information is in our system and not on the forum.  Also, in your particular case, you ordered just before the 4 day Easter break, at which time we where closed and Royal Mail run a slow service at this time. 

These problems are why some dealers shy away from International orders, as it takes a lot more than just pick, pack and post.

I think it's important to add perspective to some of these cases.  We have a lot to improve on, but some situations are out of our control. 

Well maybe the timeline was close, and correction I only sent one IM (not "IMs"), so my apologies. I agree, for records email is better...But the Easter break I had no way of knowing what was going on. Since email seems to be the best method of communication, an out of office notification stating you were closed would have resolved it for me.

Like I said, overall I am happy, and was treated with professionalism, just some holes in the communication which I mostly chock up to things out of your control. Maybe I am not the norm, but a little front end expectation setting resolves any axiety for the overseas buyer. I know thats probbably a pain given how busy you folks are. Just putting it out there as a possible resolution based on my experience.

 

[mprzybylski]

I agree with Jeff, all I was after was just a little "calm down, here's an explanation" to save anxiety.  Just acknowledgement of the situation and reasoning, if need be.  That's all I think a customer can ask and if its out of the company's hands then by all means just explain it, Tom.  A little communication goes a long way and can help your customer service "score" greatly.  I wish the reply you posted here was sent to me in email originally and I would have been perfectly happy.

Again, not beating a dead horse, just giving my perspective as to what would have made me happy as a customer. 

 

[peter halle]

The original post was about how long it took to ship and communication issues.  The original poster received his product.  The shipper admitted that there were issues and described what they were and how they were trying to address them.  Others have stated that the communications were an issue with them also but they did indeed receive their merchandise.  And that with the explanations provided would use the dealer again.

Let's please not go into any more details about individual situations.  Some thing are really better handled off the forum.

Thanks.

Peter