|
Author
|
Topic: Spacecraft Films Ordering Troubles
|
Tom Kerrigan
New Member Posts:
From:
Registered:
|
posted 09-24-2007 05:35 AM
   
Has anyone had problems ordering dvd's from Spacecraft Films? I have waited 2 months for the X-15: To The Edge of Space set after changing my "pre-order" for the Apollo 11: To The Moon set which was ordered in May 2006. So they've had my payment for 16 months yet now they usually don't reply to email inquiries or call me to explain the delay. Yet I get the email newsletters which always list the X-15 set as available. Has anyone else had this kind of problem? I love their dvd's as I've already bought 23 sets from them but the customer service seems non-existent. Thanks. |
garymilgrom
Member Posts: 1966
From: Atlanta, GA
Registered: Feb 2007
|
posted 09-24-2007 09:07 AM
I waited a few months for the Challenger set but it shipped last week. My experience is that these DVD's are excellent and well worth waiting for. SF's owner Mark Gray participates in this forum perhaps he can answer.BTW I bought a Blu Ray high definition DVD from HDNet on Discovery's return to space and it would not play in my player. When I contacted HDNet they said "we know a bunch of those are no good we'll send out another" but I haven't received it yet. |
spacecraft films
Member Posts: 802
From: Columbus, OH USA
Registered: Jun 2002
|
posted 09-24-2007 09:57 AM
Tom,I'm sorry you haven't received your set yet. You sent me an email Friday afternoon which I responded to this morning when I went through the weekend emails. I also responded to you on July 24th when we discussed the change in your order. We haven't been unresponsive to you, but if you feel we have been then I apologize that we haven't met your expectations in communication. Over the summer we moved, including moving our inventory to a new location and fulfillment center. I expected shipping to be interrupted for a week, it was closer to a month. Now our orders are going out faster than they ever have - when something is in stock and the order comes in before noon it will generally ship that same day. I'm very pleased with the progress we've made, and have heard from many of our customers pleased with the improvement as well. If a product is not in stock it ships the same day it comes back into stock. We're still going through some orders prior to the move (which began in the end of July) in order to get everything caught up. We're working these as quickly as we can identify the issues and correct them with stock. As for the Apollo 11 set, as many of you know we delayed this set in order to see if the slow-scan television from the telemetry became available. As it has not we moved ahead on the project and will be finishing it out soon. We have 6 of 8 flight days completed and I estimate it to ship prior to the end of November. Once again, Tom, I apologize we haven't met your needs. Best,
Mark Edited by spacecraft films on September 24, 2007 at 03:23 PM. |
Saturn V
Member Posts: 176
From: Golden, Colorado, USA
Registered: Nov 2006
|
posted 09-24-2007 02:40 PM
This message is in regards to a personal order, but I thought maybe others on the forum might have the same issue.
I e-mailed this to you, Mark, back on 8/6/07 but did not get a response.
I pre-ordered the upcoming Apollo 11 DVD back in 2006. It has been my experience that my credit card is not billed for a pre-ordered until the item actually ships. Well...between then and now my credit card company has changed my card number several times and if SF were to try and bill the order now it probably would not go through. I guess I'm not sure how to remedy this. Any feedback would be appreciated.
|
spacecraft films
Member Posts: 802
From: Columbus, OH USA
Registered: Jun 2002
|
posted 09-24-2007 02:51 PM
I'm sorry you didn't get an answer. I don't have an email from 8/6 regarding this issue, but late July and early August emails were in transition during the move, so it is possible we missed it.Please email me at [email protected] and I can look into your order. I'll need more information and this isn't the the forum for it. Mark |
Robert Pearlman
Editor Posts: 42988
From: Houston, TX
Registered: Nov 1999
|
posted 09-24-2007 03:33 PM
As I have reminded members several times before, as much as we all appreciate Mark Gray for responding to posts here, the cS forums are not intended nor are they designed to be the customer service department for Spacecraft Films (or any other company for that matter).It is one thing to ask cS members' advice about the nature of Spacecraft Films' products or their reliability as a company, but posting the details of individual orders in order to elicit Mark's response is not appropriate. These are issues that should be handled by e-mail and/or phone. Thank you for your understanding and cooperation. |
Topic Closed
advertisement