Next Shipment Due When`

[performance]

That's sort of where we are now in growth.

[everlastsupport]

IMO, if Everlast would add great communication to the current line of great products, I think sales would double or triple.

I had 2 tech calls yesterday (Saturday) and one today (Sunday) and Mark is watching the forums, and I know Ray is buried on work. Mine were phone calls to the office so I think we can communicate fine.

We can not keep up with our sales now (so double our sales will help right?), the problems you are probably talking about is on the order/deliver side. If we raised our prices a little we could handle the inventory load better? But people buy from us based on price and what they see online, some come here and vent. If you ask them to pay more they would rather wait. But they still like to use the tech forum to vent. And we discount a lot on pre-orders which kills the next inventory faster as well.

[Tritium]

I had 2 tech calls yesterday (Saturday) and one today (Sunday) and Mark is watching the forums, and I know Ray is buried on work. Mine were phone calls to the office so I think we can communicate fine.

We can not keep up with our sales now (so double our sales will help right?), the problems you are probably talking about is on the order/deliver side. If we raised our prices a little we could handle the inventory load better? But people buy from us based on price and what they see online, some come here and vent. If you ask them to pay more they would rather wait. But they still like to use the tech forum to vent. And we discount a lot on pre-orders which kills the next inventory faster as well.

Mike, Too bad more businesses don't have the problem of all their product sold before it even lands in port. Good for the business but sometimes frustrating for the customer who expects instant gratification. It is all the fast food industries fault. They were first to deliver instant gratification.

Thurmond

[morgaj1]

I had 2 tech calls yesterday (Saturday) and one today (Sunday) and Mark is watching the forums, and I know Ray is buried on work. Mine were phone calls to the office so I think we can communicate fine.

We can not keep up with our sales now (so double our sales will help right?), the problems you are probably talking about is on the order/deliver side. If we raised our prices a little we could handle the inventory load better? But people buy from us based on price and what they see online, some come here and vent. If you ask them to pay more they would rather wait. But they still like to use the tech forum to vent. And we discount a lot on pre-orders which kills the next inventory faster as well.

Mike, I don't understand your sarcasm. If you read my posts on this topic, they have been constructive. I have worked for many, many years in an industry that strongly linked with customer service. I am simply trying to offer suggestions to help. Instead of actually listening to what your customers are saying, you respond arrogantly. If you guys have it all figured out, then why do you still have folks on here complaining of poor communication? I believe a dose of humility would do you guys some good.

[performance]

Knowing Mike as I do, I don't think he was being sarcastic, but rather he is giving the facts as he sees them and it is in direct response to the issue you raised. He is giving the reason why communication is slow at times...people aren't willing to pay more for more service. As we have pointed out before, each of us are multitasking our talents in the company, and we are doing an increasing amount with what we have as resources. To add more service, at the bottom line, costs more. There's not a more humble crowd around, than these guys. Each and every guy busts their rear for the company and puts in long and hard hours. The problem is, that there is always someone that you aren't going to be good enough for. Its reality, that we will please some people, but not all. We hear constantly we have been communicating, but its never enough. We make improvements, but they aren't fast enough. We add more staff, but its never enough. We take calls during business hours, but its never long enough. We listen to the customers, but its never long enough. We service our product, but its never quick enough. We have close to 30,000 total customers now... Want to talk about the time we put in at 10 o clock at night returning calls to customers? Ray's calls at 5 am in the morning? My calls at 10 am Sunday morning. Sunday night at 9 pm, Saturday all day long as well? Each guy expecting me to answer his call when he calls in personally, not expecting me to be on the phone with another customer, when he calls? None of this is "paid for" but we do it anyway, off our business hours because we do go the extra mile. Proud and arrogant people don't pick up the phone off hours or try so hard to please everyone, even though we won't be able to.

[everlastsupport]

Mike, Too bad more businesses don't have the problem of all their product sold before it even lands in port. Good for the business but sometimes frustrating for the customer who expects instant gratification. It is all the fast food industries fault. They were first to deliver instant gratification.

Thurmond

Never thought of it that way. Yea, we are a smaller shop than the big guys, we don't have 10K employees sitting in the warehouse waiting on Paul Senior to deliver a bike with welding trailer attached.

With us, generally we are ahead of the game, this year, seems we have been behind. For the price, you have to take it like it is. Nothing is hidden here, though the internet would want to to believe different. We do the best we can, and I am just a tech guy. Mark normally tries to keep tabs with the main office. But I know the main office gets slammed, because us tech guys sometime get a rash over it. We check up for the ones that "call" in, but we have no inventory we can ship, just parts.

People need to understand, this is the Everlast international tech forum (though linked off the Everlastwelders.com sales domain), you must have a unit and need help to get anywhere here. Or you can ask questions about the products before you buy, but we will still send them to the sales office.

We do not sell them here in the tech forum. We do have dealers that do. Anyone can call Ray (everlastalaska.com), Duncan (everlastwelders.ca), Bob (everlastwelders.co.uk), and so on and get a price and order. Some people do that. If it comes from the main US office, you need to take it up with them, just like if it came from a dealer.

[everlastsupport]

Mike, I don't understand your sarcasm. If you read my posts on this topic, they have been constructive. I have worked for many, many years in an industry that strongly linked with customer service. I am simply trying to offer suggestions to help. Instead of actually listening to what your customers are saying, you respond arrogantly. If you guys have it all figured out, then why do you still have folks on here complaining of poor communication? I believe a dose of humility would do you guys some good.

I think more welders in stock would do us better myself. But again, based on the price margin, am I repeating myself? It's been this way for a long time. And a few complain. We know the issues, but people do not want higher prices.

If we are out of a model, customers have to wait, that simple. Many agree to a pre-order agreement (and normally get a nice discount), which tech support can not really help with. We are not given customers names, number, order info, CC info..

I wasn't being sarcastic by any means, just stating the simple "facts". You don't even know me, but I would not have been with Everlast for the many years, over 5, if I did not believe in the product. I do not run Everlast either and I have my opinion as well, but for the price people want, this is sometime (sometimes) the way it goes. And the main office dictates how we run sales, not the support forum.

Nothing you have said has not been mentioned over the years, our tech support and it's forum is bar none, one of the best (so no dose of humility applies here on this forum where you are posting). If you want to call the sales office, feel free. I'd rather keep my "Sunday" open to helping people with welding issues.

[Tritium]

Thanks Mark and Mike. It helps to "see" into the inner workings of the company. Much of what you have stated is not readily apparent without quite a lot of digging about. Possibly a company fact sheet "sticky" is needed.

Thurmond

[worntorn]

I went on the Miller site a couple of weeks ago to ask a question about brush replacement for my Miller/Onan 230 amp. It appears there is no Miller rep on there, or perhaps he is away on holidays. My question eventually was answered by a knowledgeable member of the Forum.

When I ask a question here, one of the Everlast people generally will get to it, maybe not right away. I notice that a lot of their Forum responses come after daytime working hours and on weekends or holidays. That tells you that they are packing a fairly heavy work load. At the same time it is nice to know you can get a response to a question without waiting for Monday 9-5 hours then going onto a long distance phone queue.

The 2 k Everlast welder does what the 10 k Miller does (actually 10% higher duty cycle on single phase), the warranty is 66% longer and I can generally talk to a company rep one way or another when needed.

I'd love it if they would mow my lawn or take out the garbage too once in awhile, all for one low price, but really I think this is enough to expect from a company!

Glen

[Tritium]

I'd love it if they would mow my lawn or take out the garbage too once in awhile, all for one low price, but really I think this is enough to expect from a company!

Glen

I'm easier than that Glen. All they have to do here is water it. I'll take care of the rest.

Thurmond

[morgaj1]

Nothing you have said has not been mentioned over the years, our tech support and it's forum is bar none, one of the best (so no dose of humility applies here on this forum where you are posting). If you want to call the sales office, feel free. I'd rather keep my "Sunday" open to helping people with welding issues.

Mike, keep your Sunday open to help other customers, because you just lost this one. I have tried to offer some suggestions to help your company, but apparently your arrogance will not let you receive this for what it is. I realize that no business is perfect, but you have to listen to your customers if you plan on growing. Based on your previous post, you are not interested in growing. I am very happy with my Everlast PP50, but unfortunately it will be my last Everlast purchase.

[performance]

Again,
Morgaj,
I think you misunderstand Mikes point. He is trying to tell you that the issue is out of our hands to do more about anything more than we are directly here on the board. Your comments are appreciated, and not lost, but this isn't the place to get changes made. Direct contact through the home office is. We may full well agree with some of your suggestions, but we are not the ones to put it in place, and in many cases we may have made the very same suggestions. We are here to have fun, most of the time,to share a little, teach a little, and learn a little and help a lot. If Mike, Ray or I could affect the change instantly with a magic wand we would....The problem is that you have pointed out things we are ALREADY working on...Another case where things aren't going to happen fast enough for some folks and if doesn't we don't "listen to the customers". It takes capital to do the things you are saying...Perhaps you'd like to comment on where to dig it up? See, again, everything has a cost attached to it. Its well and fine to tell us do thus and thus and your sales will triple, but then, give us information we need to tell us where to dig the capital from to do thus and thus. We have asked customers to give us constructive comments...Not ones that say, HEY, you need to do __________. But rather, you need to do __________ and here is how to accomplish it.

Also, keep in mind Mike and some others may be the very ones you will have to work with someday should you ever have a problem with your cutter. I'd hate for things to be more awkward than they already are.

[everlastsupport]

Mike, keep your Sunday open to help other customers, because you just lost this one. I have tried to offer some suggestions to help your company, but apparently your arrogance will not let you receive this for what it is. I realize that no business is perfect, but you have to listen to your customers if you plan on growing. Based on your previous post, you are not interested in growing. I am very happy with my Everlast PP50, but unfortunately it will be my last Everlast purchase.

I'm sarcastic and arrogant now. You have never met me. I have not called you a name, insulted you, simply stated facts. Mark even pointed this out. Again, we have no control over sales, we are tech support here on the forum.

I will repeat my highlights again. We hear this all the time, please call sales with sales complaints, I too have my own opinion (that probably matches yours by the way) however I nor others in tech support run the company.

Can't say it any shorter. If you choose to shop elsewhere, that is probably your loss, I am not sure why you are taking the facts so personal, calling names and will go spend more money elsewhere? But I did my part here and it is your money.

[everlastsupport]

Mark,

Now you know I would help almost anyone, just like you. Plus I wouldn't know who it was. Haha.

I figure we will kill/cleanup the unrelated posts later anyway as they are way off topic, far as Thread: Next Shipment Due When.

Maybe a sticky like Tritium mentioned, about the use of the forum, though I am sure we have it somewhere.

[bigjoeinkg]

Whoa there fellows. I think we need to shift the rudder and get back on course. This is starting to sound like a college business class discussion on company resources, working capital, corporate tax liabilities, resource loading and some project management. Can I get some credit for reading all of this. I am happy that I finally received the true word that the cart and cooler were on another shipment. Would have been nice to know that when the 250EX was shipped. The 250EX is more welder that what I was used to. However, it will allow me to brush up on what has faded over the past XXX years, expand on the new features of these welder, and learn a new material. The summer heat must be getting to everyone. Sounds like this is something that could be solved by a cold on on the beach watching the sun set discussing Iron Carbide grain growth.

[worntorn]

Easy to say, you started it!

[bigjoeinkg]

Yea, All I was wanting to know is when the stuff would ship. Why the coolerl and cart didn't ship, etc. Human nature can really take a turn . . .

[worntorn]

Joe, you might want to go back and reread your own posts, there is a lot more than that there. You sound downright angry in some of them. Maybe that was justified, I'm not sure, but it did set the tone.

[bigjoeinkg]

Worntorn,
I wouldn't call it angry. It takes a lot to get me angry. I just call it not meeting the expectations that were implied during the ordering process. I think that a simple e-mail when the 250EX was shipped that the cooler and cart would be delayed would have been enough for me to manage my expectations.

[everlastsupport]

Worntorn, I agree, I think Big Joe started all this. Just kidding.

Here at Everlast we run a tight ship and have not raised our prices much in years. We have a great price for a great product. Normally things are pretty smooth, but sometimes there's that speed bump you have to slow down for. So timing this time got us and a few that came to the "tech support forum" to post.

Expectations. The saying goes, "you get what you pay for". Well it can apply in a couple ways. With us in a good way with sometimes a delay.

So I bought a welder and the price was great. It sounds too good to be true, I do not have it yet, can't get anyone to personally contact me, etc... We'd have to raise the price for that when we are running behind.

Which would anyone pick. I got the product really fast, they emailed me and it's junk OR there "were" delays, I finally got the product and it's all I expected.

Some shipments, we can not fit everything in the containers. So cart are low priority and coolers come on the next one. We pay the shipping to you either way, you will get the products.

As Mark and I clearly mentioned, we have to work to keep the prices down. And we work very hard at it.