K801 Posted Tuesday at 20:05 Posted Tuesday at 20:05 Team, Has anybody got a good direct contact still for IRM? The accurascale email seems to answered by someone unfamiliar with the Irish side and I'm not getting the correct answers. I have had several orders deleted, refunds sent to credit cards that I no longer have and deliveries sent to old addresses in IRM that's somehow is now the default address in Accurascale thanks Quote
BosKonay Posted Tuesday at 20:24 Posted Tuesday at 20:24 18 minutes ago, K801 said: Team, Has anybody got a good direct contact still for IRM? The accurascale email seems to answered by someone unfamiliar with the Irish side and I'm not getting the correct answers. I have had several orders deleted, refunds sent to credit cards that I no longer have and deliveries sent to old addresses in IRM that's somehow is now the default address in Accurascale thanks I can assure you the people answering the tickets are fully familiar with IRM not least being four of us all based in Ireland This forum isn’t a support forum for specific issues so do please persist with the emails. Quote
murphaph Posted Tuesday at 20:25 Posted Tuesday at 20:25 support@irishrailwaymodels.com is manned. I corresponded with Andrew using that email address yesterday. 1 2 Quote
K801 Posted Tuesday at 20:26 Author Posted Tuesday at 20:26 Thanks, I'll email for the third time..... Quote
BosKonay Posted Tuesday at 21:11 Posted Tuesday at 21:11 43 minutes ago, K801 said: Thanks, I'll email for the third time..... Checking the tickets I can see andrew answered your last email within 30 minutes despite it being 20:11 irish time. Do please continue that conversation if you need any additional clarity. Quote
Davenport Posted Tuesday at 21:46 Posted Tuesday at 21:46 Im getting the same from a accurabot? That is telling me the deltic 55 is in stock and ready to be sent when i didnt order one Any chance of someone answering?? , my order of IRM wagons isnt showing on my account on the accurscale account. Quote
BosKonay Posted Tuesday at 21:57 Posted Tuesday at 21:57 9 minutes ago, Davenport said: Im getting the same from a accurabot? That is telling me the deltic 55 is in stock and ready to be sent when i didnt order one Any chance of someone answering?? , my order of IRM wagons isnt showing on my account on the accurscale account. The Heljan tanks weren’t copied over so are on the IRM site still. To be fair, no human will be answering support issues now. During office hours you will get a response. Quote
K801 Posted Tuesday at 21:57 Author Posted Tuesday at 21:57 39 minutes ago, BosKonay said: Checking the tickets I can see andrew answered your last email within 30 minutes despite it being 20:11 irish time. Do please continue that conversation if you need any additional clarity. Thank you sir. Apologies if I came off frustrated, just quiet tedious going thru all my old emails now going thru what I ordered on IRM orders and cross referencing them with accurascale orders to see what's missing/deleted/refunded and will email back as its nearly 100 models across many orders Quote
DJ Dangerous Posted Tuesday at 22:08 Posted Tuesday at 22:08 1 hour ago, murphaph said: support@irishrailwaymodels.com is manned. I corresponded with Andrew using that email address yesterday. The only downside lately is that the replies from support no longer include the mail that they’re replying to, so if you have given references or order numbers, you have to do it all again for the next mail. 19 minutes ago, Davenport said: Im getting the same from a accurabot? That is telling me the deltic 55 is in stock and ready to be sent when i didnt order one. Those blue 55’s ARE gorgeous, though! Quote
BosKonay Posted Tuesday at 22:09 Posted Tuesday at 22:09 11 minutes ago, K801 said: Thank you sir. Apologies if I came off frustrated, just quiet tedious going thru all my old emails now going thru what I ordered on IRM orders and cross referencing them with accurascale orders to see what's missing/deleted/refunded and will email back as its nearly 100 models across many orders It’s simple really. Any open orders will be now open at accurascale.com. Any old orders are there on IRm and we recommend d you make sure you have your own records. 1 minute ago, DJ Dangerous said: The only downside lately is that the replies from support no longer include the mail that they’re replying to, so if you have given references or order numbers, you have to do it all again for the next mail As long as you reply to the same thread the team have everything from the ticket on their screen. Quote
DJ Dangerous Posted Tuesday at 22:12 Posted Tuesday at 22:12 1 minute ago, BosKonay said: As long as you reply to the same thread the team have everything from the ticket on their screen. That’s dead handy! It didn’t seem that way, but great to know that it is. Quote
Wexford70 Posted Wednesday at 08:05 Posted Wednesday at 08:05 (edited) My Heljan order is showing fulfilled on IRM but I received no dispatch email, not wagons obviously. I too have had difficulty getting through to IRM so I wonder if there is an issue with the email system? I'm sure IRM appreciate people get anxious when the only communication channel does not seem to be working well. I hope the live chat returns soon or the ability to phone. Edited Wednesday at 11:07 by Wexford70 Quote
Wexford70 Posted Wednesday at 18:40 Posted Wednesday at 18:40 @BosKonay any updates on the heljan deliveries? 1 Quote
BosKonay Posted Wednesday at 19:53 Posted Wednesday at 19:53 1 hour ago, Wexford70 said: @BosKonay any updates on the heljan deliveries? Underway. Drop support a note if you don’t have tracking by close of business tomorrow. Quote
mphoey Posted Wednesday at 21:30 Posted Wednesday at 21:30 1 hour ago, BosKonay said: Underway. Drop support a note if you don’t have tracking by close of business tomorrow. does that mean all preorders should be dispatched by tommorow Quote
ttc0169 Posted Wednesday at 22:20 Posted Wednesday at 22:20 Looks like the move over to the Accurascale warehouse is not working out for Republic of Ireland customers at this point in time -speaking with some of my UK friends at Model rail Scotland last Friday -they had received their orders the previous few days. Quote
DJ Dangerous Posted Wednesday at 23:28 Posted Wednesday at 23:28 I feel that it would be a good idea for one of the mods to merge these three threads into one: https://irishrailwaymodeller.com/topic/18164-order-confusion/ https://irishrailwaymodeller.com/topic/18106-irm-is-changing https://irishrailwaymodeller.com/topic/18073-irm-wagons Maybe a title like "Please Bear With Us as IRM is Evolving" or something like that. There are going to be teething issues for sure with such a big change. A lot of customers are going to be inconvenienced to some extent, not "only one". It's possible that AS are at the point where resources that should be dedicated to getting the move smoothly executed are instead being lost on trying to keep up with assuring us that they're dealing with things. I've been trapped in that rut several times myself, whereby instead of dealing with our guests, I'm using the only time I have to tell them that I WILL deal with them once I finish telling everybody else that I will also deal with them. Merging the three threads running simultaneously on the same topic would be a start, and if somebody had an issue that is genuinely urgent, they can see the general progress via the thread. I'm sorry that people are having issues, I feel for you (and for me) and for IRM. I'm sure that this time next month, we'll all have our wagons and be happy as pigs in sh1te. 4 Quote
mphoey Posted Thursday at 12:06 Posted Thursday at 12:06 12 hours ago, DJ Dangerous said: I feel that it would be a good idea for one of the mods to merge these three threads into one: https://irishrailwaymodeller.com/topic/18164-order-confusion/ https://irishrailwaymodeller.com/topic/18106-irm-is-changing https://irishrailwaymodeller.com/topic/18073-irm-wagons Maybe a title like "Please Bear With Us as IRM is Evolving" or something like that. There are going to be teething issues for sure with such a big change. A lot of customers are going to be inconvenienced to some extent, not "only one". It's possible that AS are at the point where resources that should be dedicated to getting the move smoothly executed are instead being lost on trying to keep up with assuring us that they're dealing with things. I've been trapped in that rut several times myself, whereby instead of dealing with our guests, I'm using the only time I have to tell them that I WILL deal with them once I finish telling everybody else that I will also deal with them. Merging the three threads running simultaneously on the same topic would be a start, and if somebody had an issue that is genuinely urgent, they can see the general progress via the thread. I'm sorry that people are having issues, I feel for you (and for me) and for IRM. I'm sure that this time next month, we'll all have our wagons and be happy as pigs in sh1te. fully agree i think what is annoying a lot of people here waiting on orders is seen the items already for sale on ebay 1 2 Quote
MOGUL Posted Thursday at 12:30 Posted Thursday at 12:30 (edited) 24 minutes ago, mphoey said: fully agree i think what is annoying a lot of people here waiting on orders is seen the items already for sale on ebay Ebayers gonna eBay unfortunately.. And yes, as DJ mentions answering multiple queries on our support channels, often from the same person is very time intensive and does take some time to get back to people while trying to also resolve the issues with our 3PL. I am hoping to get to peoples tickets in the next few days as time allows By way of an update, we have now resolved the issue with the VAT set up, done a few tests orders to confirm it works, and customer orders are now shipping, hopefully with no one getting payment requests from DPD.. I am working on updating the tracking on people’s orders on their IRM accounts at the moment, and hope to have this done by lunchtime tomorrow.. The system should email the tracking info as normal once I update your order Sorry to the delay everyone, but hopefully the wagons are worth the wait.. Edited Thursday at 12:31 by MOGUL 5 1 Quote
chris Posted 15 hours ago Posted 15 hours ago Got mine in NZ 2 days ago now. All of the esso, H and grain vans together 2 Quote
Wexford70 Posted 4 hours ago Posted 4 hours ago Dispatch emails received Friday. Thanks @BosKonay Quote
Recommended Posts
Join the conversation
You can post now and register later. If you have an account, sign in now to post with your account.