So much for customer service and transparency in the operation. I think this amounts to, "We're taking along time to get the product out, so we're removing your ability to track progress and don't call us and ask either!". What do you think would happen if Federal Express or UPS turn off their package tracking and said "We'll call you if there is a problem!". Here is a snippet from the Carvin Blog:
"After careful consideration, Carvin has decided to remove the Guitar Traq feature from Carvin.com. Why? Due to the high volume of guitar and bass sales through Carvin’s Custom Shop, calls and e-mails asking why a particular instrument has not been started yet has affected the efficiency of our operation. Because of Carvin’s higher than normal volume of instrument sales, we are now quoting 10 weeks to build an instrument. It generally takes 4-6 weeks to complete an instrument, but due to the higher sales it is taking several weeks to start a particular instrument. This has concerned some customers who have placed custom orders and who have looked on-line to see that their guitar or bass has not moved in production. These factors led to the decision to discontinue Guitar Traq on-line."
I went to the Carvin.com BBS to discuss with other customers and to add insult to injury, the BBS admin posted the following notice:
"...and on a side note, the decision has been made, so there's no point in debating this. In order to ease this transition, the moderators have been instructed to delete any threads dealing with this decision."
For a product that can cost a $1000 or more paid in advance, you would think that I could call the salesman and ask him where my order is in production! Boy, my order better come on time and be spot on...
| digg story