Service quality at Eastman

[Edward]

They do get around 200 e-mails a day and I expect many are time-consuming, repeated, and some queries that could be answered by just reading the website,

Tell me about it.... friend of mine who works in the theatre industry has supplemented her income on and off over the years by doing bespoke costume pieces, wedding dresses and the likes, with a particularspecialisation of hers being corsetry. No matter how clearly her site states the nature of her business, she still got endless emails along the lines of "I'm in Dallas, do you have a Batman costume in stock you could send me by Friday..." People all too often just don't bother reading the sites....

 

[johnnyjohnny]

"In my view, the time taken writing a post here about such matters would be better spent contacting the source..." ---creeping past

not as much fun mate

 

[Smithy]

I've never had anything other than excellent service from ELC. I was a bit of a pain in the arse in truth when I ordered my Irvin a couple of years back, sending off a steady and large barrage of emails to Gary. He was always so very helpful and even when I tried to apologise for all my email correspondence, said there was no need and the important thing was that I was happy and assured with what I was ordering. He can sometimes take a day or two to get back but hardly surprising when you consider the amount of emails he receives.

Top marks from me on ELC's standard of service.

 

[Ace Rimmer]

not as much fun mate

Not only that, I find customer feedback to be much more credible and valuable than contacting the manufacturer.

The manufacturer is trying to sell you something. Loungers are not. Who's more likely to give me a straight answer?

I also think posting our wait times has actually reduced the amount of work that the manufacturers must do. As an example, after reading about the extended wait times on the Lounge, I knew there was no need to call the factory after the six month (!!!) mark on my first jacket. There are members here who have waited up to ten months so I knew it was not atypical. Because of those posts, I didn't bother calling the factory and therefore saved the factory a few man-hours in responding to calls.

Major companies are using customer feedback as a selling point. Amazon, eBay and eOpinions.com are just a few of them.

Personally I am glad to hear the experiences from my fellow posters at the Lounge. Your experiences matter to me.

 

[andy richards]

Hallo Gustl,
Thanks for posting. Do you know when your friend opens the Web-shop?
Liebe Gruesse,
Andy

 

[Hankh]

Hi Andy,
ELC has a Dutch Importer as well. His prices are very reasonable, his service is excellent. Visited him 2 times with a friend, came home with a B3 redskin and an Alpha-2.
http://www.tattersallexclusives.com/

 

[Lt GUSTL]

Hallo Gustl,
Thanks for posting. Do you know when your friend opens the Web-shop?
Liebe Gruesse,
Andy

Servus from Vienna,

the web-shop is as long "under construction" as the web page is online; a long time..

Better to phone and ask for further information.
Klaus and his daughter can help.
You can also send emails.

kindest regards

 

[aswatland]

I have bought numerous jackets from ELC both via the website and direct at Duxford Airshows. I have always found Gary and his team first rate. He always answers my emails, but sometimes you have to wait or day or so for a reply. People should remember Gary is very hands on being involved in making the jackets on the shop floor.

 

[Paden]

For me, one or two days for an answer is ok.
But in the Iphone decade, is better to get the answer yesterday.
I remember the good times with letters, phone and NO internet, only catalogs and magazines.
We have slowfood, perhaps we need slowcommunication to cool down from the information and imoression tsunami every day.
Back to the roots.

 

[Creeping Past]

I remember the good times with letters, phone and NO internet, only catalogs and magazines.
We have slowfood, perhaps we need slowcommunication to cool down from the information and imoression tsunami every day.
Back to the roots.

... and less anxiety-sharing about what colour, size, model, when will it arrive etc., on forums like this!

I know I'm in a minority here, so I'll make this my last post on this subject.

 

[aswatland]

... and less anxiety-sharing about what colour, size, model, when will it arrive etc., on forums like this!

I know I'm in a minority here, so I'll make this my last post on this subject.

I'm sure you are not the only member who finds this sort of stuff tedious.

 

[767fo]

I cannot speak more highly of Eastman's service. Gary replied to all emails the same day or atleast by the next day. Good luck with your jacket.