"Syr Hobbs away at a con?" Topic

Anyone spoken to Syr Hobbs in the last few days? I've emailed and left a voicemail requesting a callback with no luck.

They may be on vacation too. It is the 4'th of July weekend.

He's away at the moment, from what he said to me the other day.

This predates the 4th weekend :)

Thanks for the heads-up Tony. I forgot you carried Platoon 20. Will place an order with you when I can.

Summary:

Placed an order on 4/15 that still hasn't been filled yet. They stated their Miva cart passed on my order summary without any details. They seemed to have had my contact information but I had to contact them (4/29)myself to see what the issue was. About 1/3 of what I ordered was out of stock. Once they had my street address, the first 2/3 was shipped to me.

I opted to wait and let the rest come in instead of a refund…it was feasibly within their next Liberation shipment. Needless to say it wasn't. I have two other friends that have had similar issues with them during this period.

Does anyone else distribute Liberation in the US?

I had same issue as well. Order from the UK, its quicker.

Cloudcaptain I would appreciate a follow up email to this posting at Duane@SyrHobbsWargames.com so I will know who you are, how to respond appropriately and immediately. We have not received an email asking for a refund but will gladly do so as soon as possible for the outstanding codes.

Since this has been posted on the TMP, we might as well take advantage and respond to a few of these comments publicly because we are sure others have had the same concerns.

We have had a problem with our shopping cart for well over a year, we even changed hosting companies to fix this problem. However, the problem was not with our shopping cart or the hosting company but with the customer closing out of a sale before the sale was completed when using PayPal.

Once Payment has been made through our shopping cart, PayPal normally redirects the customer back to our shopping cart to complete the sale. Then a printed invoice detailing exactly what had been ordered along with a mailing address is forwarded to both the customer and us so we can fill the order.

However, if the customer closes out of PayPal prior to the redirect, then the invoices are not sent. This is not the customers fault either for not knowing. So we placed notices on several of our shopping cart pages and on the PayPal page as well to prevent this and help everyone out.

At least at this point, we have not had any problems but many orders were missed and delayed as a result of this issue, which turned out to be an easy fix but a royal pain in back side for a very long time. It was not easy for us contacting customers asking them to tell you what they had ordered.

If anyone else places an order and does not receive a follow up invoice, please contact us, we may not even know you have placed an order. In some cases, we only have an email address to respond to that often bounces into a SPAM folder because we are a .com business.

In terms of filling an order, we are able to fill nearly all of our orders in a timely matter with the exception of Liberation. Liberation miniatures are fantastic and sales far outpace our ability to get stock. It is not for a lack of trying but RH Models (Liberation) are doing their very best at getting stock to us. The release of several very good Modern rule sets has made this a both exciting yet trying time for us.

In terms of Liberation, we have well over 600 different codes in stock or close to 1500 total packs. But that is just a tip of the iceberg of what is available with Liberation. They have over 1000 different codes, from multiple nationalities and periods. We try to stock what sells the most but once the US02 codes are well stocked, then someone else wants South Africans, or Koreans or . . . You get the idea. However, we have been expanding as quickly as possible with an eventual goal of having enough stock of everything to meet the demand. For now, 85% of our restock orders goes to customer back orders first.

So here are my recommendations for ordering Liberation figures

1. Email us your request using the main Liberation web page at RHModels.com

2. We will respond with a list of what is in stock and quote you a price. You can decide to wait or not. If you do plan to go ahead and place an order, we can either call for credit card details or send off a PayPal Invoice.

3. If you have already placed an order with us, we will be emailing everyone by the end of the of the week prior to leaving for Historicon once I know the arrival status of our last restock order with Liberation. We will ship all outstanding orders before we leave, or offer a full or partial refund for those who do not wish to wait.

4. Payment for credit card on-line sales are not accepted until I know that we can get stock and I have contacted each customer. This delay costs us money with the credit card company but worth it. Customers often email us and ask why payment has not been taken. We try hard not take customer money until we feel we can meet their requests.

5. PayPal is a different matter because money arrives instantly. But again we are more than willing to make refunds and in some cases we pay the extra fee to cover the PayPal fees for the refund, if the refund is more than a month late.

We will be leaving for Historicon on the 13th of this month and will open up shop again on Monday, August 3. Any orders received during that time will be handle as soon as possible with the oldest emails/requests first. A week at Historicon, several days on the East coast with the family and then some time at my home playing catch up on the things I have ignored getting ready for the show. ; )
Sorry Prince Alberts Revenge you had bad luck with us, if we owe you anything please email us as well.

thanks folks for listening, hope this helps! : )
Duane
Syr Hobbs Wargames

I will contact you by phone again shortly. I will bug my friends to do so as well. What hours are best to reach you? It seems you did not get my voicemail that I left for you. The email was first asking for a status…the voicemail was asking for a callback.

I let the paypal cart finish but did not opt to return to the vendor's page. It did not force an automatic redirect to finish the sale. I did interact with the Miva cart directly as it took my information prior to Paypal being consulted. Note:

link

That is the common path and file naming convention for Miva (I used to support resold Miva carts for a webhost).

You can grab unfinished carts out of Miva as late as version 4.13 as well. It does not sound like the support people you have spoken with have correctly addressed the issue. I would suggest changing carts if it impacts your business. Miva has an "export item list to flat file" option that can then be imported into most other carts. OS Commerce and Xcart are both very good and were open source last time I checked.

Anytime from now until 7:00 pm Central time. I look forwarded in hearing some secrets regarding Miva sounds like your experience might help us. : )

cheers
Duane

Syr Hobbs located the email I had sent earlier and refunded the remaining balance for the figures that had not arrived.