Anyone able to get ahold of Marlin?

LogCabins · May 11, 2017

BigMike said: ↑

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
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Big Mike,

Thank you for taking the time to apologize and explain everything, means a lot. Some of the problem was when I sent the emails to you through the "contact us" link, your reply actually went to my spam folder (not your issue) and I finally saw it a week or so later, so that made it seem like I was getting no answers... When in actuality you did indeed let me know about the waiting on the shifter knob issue(which I didn't get BTW) but that's ok because I already have LROR shifter knobs that I use. Once I received the short shifter in I slapped that thing in and have been loving it ever since....there are a few pics in my build thread if you click on it in my signature. Aloha and huge mahaloz

2000GTacoma · Sep 18, 2017

@BigMike just placed an order for a short throw shifter for a 2000 tacoma 3.4 Have had good luck in the past so fingers crossed for good luck again.

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