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| Joined: | Sat Oct 11th, 2008 |
| Location: | Overland Park, Kansas USA |
| Posts: | 1395 |
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If "customer A" chooses a dial, case finish, and specific LE number, then the watch has something wrong with it, or it is scratched, or anything... then I have no replacement for that watch or that LE number and the customer is disappointed and takes a refund and walks away with a bad experience. This has happened more than once, and that is too many times in my book. At the factory some of the special orders have not been correctly executed and they do not want us to have all the special requests to begin with.
We will continue to make variations and custom watches in the series but in groups of 10 or more, or less, so you will still be able to purchase a unique watch... say PVD case, red carbon dial, black hands... but there may only be 10 of them. Then I will be able to sell them after I inspect them and if something is wrong with 1 of them I still have 9 to offer. And at that point the watch ships and all the extras and accessories are with it and I know if is as it should be.
another part of this issue is taking preorder money through Paypal, it is against their rules and we do not have a clear solution for this problem yet.
I am open to ideas people might have, but you have to understand that we see and work through all these problems on a daily basis and have discussed how we can eliminate some of them so the customer has the best and most fair experience possible.
With the Megalodon 1, we shipped from the factory, with no final QC... it was a choice of faith in the factory that I don't think was a good choice, some of the watches were dirty, the presentation was sub-par with the watches wrapped in plastic paper that did not look so good, some leather straps were missing, spring bars were missing, I had the warranty cards and cloths in the US.. so after all the shipping, I had to deal with a number of small but important QC issues, refunds, replacements, shipping some watches back to the factory... requesting extra links from the factory, taking inventory on what everyone was missing, packing and shipping out the missing parts, then getting the links a few weeks later... packing and shipping out the links.
This experience made us realize that all the watches and extras need to be built and shipped to one place, and there we can inspect them and prepare them to be sold online.
Again, the shift is to provide better QC and customer service, and we will try to accommodate everyone the best we can. We are changing things one direction, but we are small and can change to any direction that makes sense at a given time.
- Steve