Anyone able to get ahold of Marlin?

It seems I'm having issues contacting this company about an order I made. They haven't responded to my emails, and they don't seem to answer their phone. Apparently, they are ALWAYS "experiencing high call volumes." That is, according to their recorded message. Yet, the phone line is never actually busy. Anyone know of this is a common problem?

 

Big Mike doesn't take phone calls.

But I've had no problem contacting them on the phone or email.

 

I've tried emailing them twice, to no avail. Also called multiple times, and I will without fail get an answering machine.

I don't really know who big Mike is.

 

Maybe they're at an event?

 

@bcpax did you ever get in touch with these guys

 

I did... But, it took filing a dispute with PayPal to get them to actually hand the parts to FedEx. My opinion is that you will get your stuff, but it will likely be a hassle. I'd hate to do a major order like a trans rebuild :/.

 

Thanks for the reply...guess that's my next step is to file through paypal...this is ridiculous. They sure did charge me fast, and I'm not rich so I cant be giving away almost $400 to some company

 

PayPal dispute email sent...I hate that I had to do that...but no matter how small your business or busy you are, customer service is key.

 

That sucks, man. Sorry to hear you are also having issues. Did they also send you a tracking number, but never actually give fedex anything? That's what happened to me.
It was either the same or next day after I filed the dispute that they became "talkative." I'm sure they are good guys, but their customer service is poop.

 

yes my order has been "completed" since March 8th and received my "label Created" FedEx notification the same day...also when they charged my card.

 

@chris4x4 @MTgirl @ForeRunner

 

Thank you John!

 

I tried calling them everyday, to only get their voice recording that doesn't allow you to leave a message. I have sent multiple emails through their website with no response. I even joined their forum to see if someone could assist me....so PayPal dispute was my last effort in trying to receive some sort of update/status. Thanks again for letting me know your experience and what you had to do...hopefully it all works out as I am really wanting to receive my product

 

Thanks for the assist....hopefully they get back to me, if and when they do or if they don't I will post in here to update....Thanks again!

 

Well.....all of a sudden I have real tracking info....so the mob can be cancelled as of now...thanks again!!!

 

Sorry to reply so late but I'd like to chime in first to apologize for not being around much (something I'm currently working on improving) and not replying until now, second to apologize to LogCabins for the trouble, and third to ensure the product was installed and is working as expected.

LogCabins, we are very sorry for the long delay. Based on your above comments I was able to find your order in our system and see that it was not shipped by the next day after being placed. Red flag already. The shipping label was printed on time which is good but I'll need to check our production schedule for late Feb to see what the hold up was. I do recall late winter we were waiting for shift handles to be manufactured so that might have been it.

Not shipping straight-away is an instant red flag because a large majority of our orders ship out within 24 business hrs. That said, we are (1) supposed to have the website configured to mark unavailable products as out of stock, and (2) in the event an out-of-stock order gets through we are supposed to contact the customer to let them know of production delay. I can clearly see that both (1) and (2) were not handled properly leading to you not knowing what the heck was going on and the lack of communication was entirely uncharacteristic of us.

I would like to explain our policy on payments. Regarding PayPal, it is true that we capture PayPal funds at the time of purchase. We prefer however to only capture funds the same day an order ships -- which we do for Credit Card orders. But we cannot do this with PayPal because they will only hold a pre-auth for 30-days and some made-to-order products, such as a transmission, may take longer than 30-days to be completed.

Overall this experience is personally painful to see. There is much to dislike. Knowing that this is what happens the very least gives me assurance but what about that 1% who encounter such issues. We don't want there to be any issues at all!

As for our phones and availability you may be pleased to know that since your order we've let one sales guy go and replaced him with two new sales personnel. Now that most training has been completed we've been really rock'n the phones like crazy. Additionally, I am finishing up final steps of switching to a new VoIP system which will finally give us the ability to set our own messages, call forwarding, call distribution, and such features without having to rely on our phone guy who is only available when he has spare time (many years ago we worked on his rig in exchange for our phn system). As you've experienced our current setup is far from ideal. Getting the new phone system up and running is the next goal to check off my list in our continued effort to provide better service from all angles.

I hope you can forgive us for the issue and maybe sometime down the road choose to try us again. I hope our kit installed smoothly and I hope it's working as expected. I have the kit in my 1981 Hilux and LOVE it.

Hope you've had a nice spring over on the Islands LogCabins, and when it's 115* F here in central California I'll be wanting to return your way for sure!!

Regards,
BigMike