Is Eastman still in business? Perhaps on a sabbatical? Abducted by aliens?

[Superfluous]

Before I detail and publicly lambaste Eastman's monumentally poor service, resulting in the cancellation of my order, I figured I should inquire as to whether the company is still in business, or on a sabbatical. They have been completely radio silent, and non-responsive to e-mails regarding my existing order, since last Tuesday. Does anyone know why? Were they abducted by aliens?

 

[Tomasso]

Did you try telephoning them?

 

[havocpaul]

No reports of alien activity in Devon! They are best contacted by telephone but are not available every day, Tuesdays onwards are best but not always weekends. You will usually get to speak to either Gary or his father too. Emails can get lost in the system, I've had that with various companies and not always their fault. I am sure they would be very disappointed to lose an order but doubt very much their customer service has got suddenly poor, problem is these days we sometimes expect instant responses which is not always possible.

 

[Feraud]

The Management encourages consumers to resolve issues to the best of their abilities with the seller through private channels.
Lately we've had a devil of a time separating the wheat from the chaff when it comes to airing grievances on this forum.

 

[Superfluous]

The Management encourages consumers to resolve issues to the best of their abilities with the seller through private channels.
Lately we've had a devil of a time separating the wheat from the chaff when it comes to airing grievances on this forum.

Feraud,

Two comments:

1. I was not airing a grievance with Eastman. If that was my goal, I would have been much more specific regarding Eastman's lapses in communication. I was genuinely trying to discern if there was a reason for Eastman's non-responsiveness that someone here was aware of. I was intentionally being lighthearted with my inquiry (e.g., the alien abduction reference).

2. If you, as Management, eliminate/censor grievances and/or bad reviews, you will erode the value of the positive reviews and the forum will lose some of its essential value. I, like many, come here to obtain honest and accurate information about jacket manufacturers. I understand that some of the grievances aired here may ultimately be unwarranted. On the other hand, some of the positive reviews here may also be unwarranted and/or less than candid (people hate to admit mistakes, want the products they own to be viewed favorably, tend to err on the side of supporting the vendors they patronize, and often conceal unfavorable information about the products they purchased and the vendors they patronized). In my experience, open and respectful dialogue usually separates the wheat from the chaff, and exposes unwarranted grievances. Note that I said "respectful" -- I completely agree that, when the dialogue becomes disrespectful, intervention is necessary. On the other hand, respectful discussion regarding both positive and negative reviews should be encouraged because, in the end, the forum members obtain the information they need to make informed decisions going forward.

 

[bn1966]

Saw Eastmans three weeks ago when I went for a D1 fitting down to their premises in Devon, made several phone calls before my visit and always got to speak to someone. Eastmans took my mobile number & kept in touch until I had my jacket & was happy with it. Made another purchase last week & again experienced good communication. To be honest I have never had any problems with the company & my positive experiences of them and their products keep me going back.

 

[TiltRotorFlyer]

I'm not sure what the communication problem could be Superfluous; I've ordered an ELMC Californian directly from Eastman and a RW 1401-P (new vintage warhorse) from Charles at HPA. I've found communication with both companies to be just fine. Due to the time difference, I usually received an email response from Rob (ELC) the next day. With Charles, its as simple as a phone call. Really impressed with the products too! Maybe your e-mails are being mistakingly placed in the "spam" folder by the server? I'd try a phone call.

 

[Feraud]

Superfluous, don't take my comments personally. They weren't a jab at you but a warning to all who have contributed to closing good threads and causing contention among members.

I hope your issue with Eastman is resolved quickly and to your satisfaction.

 

[Superfluous]

Saw Eastmans three weeks ago when I went for a D1 fitting down to their premises in Devon, made several phone calls before my visit and always got to speak to someone. Eastmans took my mobile number & kept in touch until I had my jacket & was happy with it. Made another purchase last week & again experienced good communication. To be honest I have never had any problems with the company & my positive experiences of them and their products keep me going back.

I'm not sure what the communication problem could be Superfluous; I've ordered an ELMC Californian directly from Eastman and a RW 1401-P (new vintage warhorse) from Charles at HPA. I've found communication with both companies to be just fine. Due to the time difference, I usually received an email response from Rob (ELC) the next day. With Charles, its as simple as a phone call. Really impressed with the products too! Maybe your e-mails are being mistakingly placed in the "spam" folder by the server? I'd try a phone call.

I have no idea what the problem is. Prior to last Tuesday, my communications with Eastman/Rob went smoothly. I understand the time difference and waited until the next day for a response. Similarly, I did not expect a response over the weekend. I have checked my spam folder -- nada.

I have read great things about Eastman on TFL and that was part of the reason why I pulled the trigger and ordered the Californian. I am not looking to bash Eastman. To the contrary, I simply want to reestablish communications with them.

Tilt, when are you supposed to receive your Californian?

 

[Superfluous]

Superfluous, don't take my comments personally. They weren't a jab at you but a warning to all who have contributed to closing good threads and causing contention among members.

I hope your issue with Eastman is resolved quickly and to your satisfaction.

Thanks Feraud -- me too.

 

[pipvh]

It's the Easter holidays over here - that might have some bearing on things.

 

[TiltRotorFlyer]

I already received both jackets. The Californian within five days of ordering from the States. I am very happy with both jackets (ELMC and RW)! I've attached some pictures via camera phone but they don't do it justice.

 

[handymike]

Very nice!

 

[Superfluous]

Tilt, your Californian looks great!!! I am wildly jealous.

 

[Superfluous]

I am pleased to report that Eastman is still in business, has not gone on a sabbatical, and has not been abducted by aliens. For reasons I cannot explain, after several weeks of successful e-mail communications, Eastman's e-mail program/server appears to have suddenly redirected all of my e-mails to Spam folders. The only communication that made it through was one that I sent yesterday using ELMC's website inquiry form, as opposed to traditional e-mail. Gary responded with a very gracious e-mail and Rob quickly followed up as well. Thus, it appears that we are back on track. Many thanks to everyone who offered their advice and input, both here and via private messages.

This thread did have a positive component to it: I managed to extract photos of Tilt's ELMC Californian. Unfortunately, now I am even more eager to receive mine.

 

[Feraud]

That is great news!