Over the last couple of weeks I find myself answering some of the same questions over and over. I figure a little EI operational 101 may be in order.
#1 – When your order is placed online your credit card information is collected but it is NOT billed until the point that the order has been reviewed. This means that if you are in need of an item you cannot find on the store, use the order notes field and we can change/modify the order on our end prior to shipping. Normally we will call you to have you authorize the additional charges. If it’s a .75 crush washer, we will probably just add it in and update the invoice!
#2 – Orders are currently being shipped via UPS Domestically and USPS Internationally. At the time the order ships you will be emailed a shipping notification. UPS notifications will usually show up as a message from “Expedition Imports Corporation” and “USPS Priority.” These notifications have the tracking numbers and are the best way to track your packages. If you can’t find the notification (check junkmail) call and we will look it up.
#3 – If the order is placed online, you can check your order status by logging into your EI account. There are a number of different order status’s within our system.
“Recent” – This is the default status as soon as your order has been placed. It means EI has not yet viewed your order. Order are rarely in this state for more than 12-18 hours except for orders placed on the weekends.
“Pending” – EI has the order and is currently filling the order. Normal order fulfillment times are 24-72 hours for ground shipments. High priority shipping orders (Next Day/Second Day, etc.) jump to the top of the order lists. Monday’s are usually bad for us as we are trying to process all of the orders from the weekend. Orders placed after 12:00 pm are unlikely to ship the same day. If you have a priority shipment (Next Day Air) after 12:00pm, pick up the phone and call us. We can normally accommodate same day orders up until 3:00 pm.
“Cancelled” – This status means that your order has been cancelled by EI. You have not been billed. You should have received email and or voicemail to notify you as to what the problem is. Quite often our “Overseas Fraud” orders will be cancelled without notification. If we have made a mistake and you legitimately need your 10 Superwinches over-nighted to India, please give us a call!
“Backordered” - If we have shifted your order to this status then we HAVE emailed you the problem and the available options. An order in the “Back Ordered” status will not stay in this status for more than 7 days unless we have received a response from you and or contacted you via phone.
“Completed” – Your order has billed and shipped. You should already be in possession of your shipping confirmation email with tracking numbers.
#4 – Feedback. We have worked hard to fill your order. We would be extremely grateful if you would spend a couple minutes to drop in a review on some of the items you purchased. You would be surprised how many customers read the reviews. We expect an honest review, and we do not edit customer reviews. In some cases we may add a direct response to the review to help clarify, or explain something that has changed with the item. Every year we give out at least $500 in store credit to customers who have submitted reviews. Considering how few reviews we currently have these are GREAT odds if you play the numbers!
#5 – Complaints, problems, resolutions. We try our hardest for order accuracy. Mistakes do happen. IF we do make a mistake we will do our best to make it right. Your best method of approach to EI if you have a problem is to email or call Scott directly. If it is a show stopper that needs IMMEDIATE action, call Scotts Cell Phone which has been published on every major forum for years. (707-319-7252) In general with the amount of technical support that we provide to our customers via phone/fax/email, and our personal relationships that we foster, we do feel that we have earned the right to address a problem prior to it being taken into the public forums.
#6 – Quality, returns, customer satisfaction. We do not sell products that we do not use on our own trucks. The items that we sell are a mixture of MB/Steyr NEW, OEM New, NOS (New Old Stock), Re-manned and Used. We try to give the customer the understanding of what they are getting via pictures and descriptions. One of the benefits of purchasing from EI is our depth of product especially when it comes to the 404. If an item has a flaw, more than likely we have a pallet container of replacements!
The Great Webstore Myth – “I get better service when I call my order in.” This is not necessarily the case. We expect our customers to call if they have order/tech questions, can’t find a product on the webstore, or need an Expedited Shipment. Quite honestly we enjoy talking with our customers and spend approximately 8-10 hours straight of “talk time” each day with them. Therein lies the problem. Our time is much better spent answering tech questions than spending 20 minutes having you read off the order that you just printed off your shopping cart on the webstore. Placing the order on the store will get you an order confirmation, an order status at anytime. (see #3) In addition a shipping confirmation goes out with each order giving you the tracking number and ETA to your door. It also makes it much less likely that I will mis-type an address, email, etc., as you will be entering in all of the information and it Sync's into our accounting software.
If you hadn’t already noticed, EI is in this business for the long haul. We would not have purchased Millions in spare parts inventories, and pay for the ongoing warehousing, if we were not planning on sticking around. That also means that customer feedback is crucial to our success. If you have a suggestion, comments, or questions, please don’t hesitate to let us know. We appreciate your business and will do our best to keep it.
Cheers,
Scott Ingham
