Thursday, September 2, 2010

Important Message From Craftwell to eCraft Owners

I picked this up from the eCraft_Crafter's Yahoo Goup.  Sara and Paul are straight shooters in a tough situation.  It was going to be tough enough to launch a new software product.  But, adding the complexity of drivers for various flavors of Windows and then to lose power just puts that task right over the top.  So, I'm certainly willing to give them some slack.
Hi All,

First, I want to thank everyone who has purchased an eCraft. We really
appreciate your business and are working hard to provide the best customer service possible.

For a reason I am not aware of (the hurricane hasn't even hit yet and our
weather is beautiful) our NY office lost phone and internet connection for 3 hours yesterday afternoon, and power is completely out today. Our entire staff is working from home and no one is at their desks to take support calls. As you can image, A LOT of emails have been coming in with questions and concerns, and please understand that we are doing our best to respond to everyone in a timely matter.
We are in the process of training an entire staff of customer service reps, but until that transition takes place, there are VERY FEW employees who are responding to your inquiries, so it might take more than the 1 or 2 hour turnaround time everyone is used to with us. I apologize for the inconvenience and your patience is GREATLY appreciated.

A side note: As with any new technology company, our first launch of the
software is not perfect (as you are all aware), and there will be numerous updates and upgrades along the way before we get to a version that (almost) everyone is happy with. We are aware of the issues that have been pointed out by the first users, and our development team is working as we speak to fix these known issues. We hope everyone can be patient and optimistic during these next few weeks as we work hard to deliver an exceptional product.

Thank you for understanding.


Sara Wilenkin

Marketing Coordinator

1 comment:

Bernie said...

I hadn't seen this post on your blog until now Tom - do you think we should paste it on the facebook page for everyone to see - it might at least ease everyone's concerns that they are not alone!! I feel for everyone at eCraft - hope they get everything sorted soon x