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Hello,
I apologize for the difficulties some customers have experienced reaching me by email. The explanation is fairly simple: I now receive more than 200 emails per day.
I have struggled to keep up with that volume for several years, although until recently I was usually able to respond within a few days. It has now reached the point where keeping up in a timely manner has become extremely difficult. The best way to reach me is by phone, often in combination with email when photos or other information need to be reviewed.
Reports that I do not answer phone calls are most likely the result of unfortunate timing. I do not place one customer on hold to answer another call, so when I am already speaking with someone, the next call goes to voicemail. My voicemail explains that I am likely assisting another customer and asks the caller to try again. Much like my email, the phone rings constantly, but I answer every call I am able to receive during normal business days and hours.
These are not complaints. I simply want everyone to understand the situation. I am humbled by the growth and intensity of this business, and I do my best to make myself available while continuing to provide the level of service our customers deserve. At the same time, I completely understand how frustrating it can be when you cannot get an answer as quickly as you need one.
We have worked hard to make as much information as possible available on our website, but I also understand that many questions cannot be answered by a written description or photograph alone. My responsibility is to make sure we are all on the same page before you ship a single item, and I am working diligently to make that happen for every customer. Doing so will require additional staff, and we have already nearly doubled our staff over the past two years.
I am also developing systems that will help reduce these communication bottlenecks and provide a more streamlined grading process. These include AI-assisted tools and other resources that we plan to introduce throughout the remainder of this year. Unfortunately, those projects have also been delayed by the same time constraints, as I am the head developer here as well.
Our new building has been a tremendous blessing and has improved our service in many ways. However, managing all of the large and small details associated with the move and expansion has also taken a significant toll on my schedule, particularly the development and implementation of our new ScrapStation Point of Sale system.
Customers visiting us in person will immediately recognize improvements in both transparency and efficiency. Now that this major software upgrade is complete, I will be able to dedicate more time to addressing the backlog of emails.
One thing mentioned in the replies above is our commitment to timely payouts. There should not be delays in standard payouts. The exception is our Test & Buy programs, which can take several weeks from the time a shipment is received until payment is issued. For regular shipments, we stay as late as necessary on Thursdays to make sure payouts are completed on time, every time.
To summarize, when you have a question that cannot be answered through our website or other online information, or when you have a board that does not appear on our price list, please call the number listed on our website: 440-497-0222. Please check the price list first whenever possible.
When you need to send a photograph, email it to me and then wait approximately 10 minutes before calling. I can locate the email while we are on the phone and answer your question directly, rather than having your message become buried beneath the many other emails and photographs arriving throughout the day.
I sincerely ask for your patience and understanding. Please continue to use the website whenever possible and follow up with a phone call when you need additional assistance. When you reach my voicemail, please try again. I am most likely helping another customer and will answer as soon as I am available.
Thank you for your continued patience, trust, and support.
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