order confusion

[K801]

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

 

 

[BosKonay]

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. 

[murphaph]

support@irishrailwaymodels.com is manned. I corresponded with Andrew using that email address yesterday.

[K801]

Thanks, I'll email for the third time.....

[BosKonay]

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. 

[Davenport]

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.

[BosKonay]

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. 

[K801]

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

[DJ Dangerous]

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!

 

 

[BosKonay]

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. 

[DJ Dangerous]

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.

[Wexford70]

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 February 26 by Wexford70

[Wexford70]

@BosKonay any updates on the heljan deliveries?

[BosKonay]

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. 

[mphoey]

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

[ttc0169]

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. 

[DJ Dangerous]

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.

[mphoey]

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 

[MOGUL]

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 February 27 by MOGUL

[WRENNEIRE]

Got mine on Friday

 

[chris]

Got mine in NZ 2 days ago now. All of the esso, H and grain vans together

[Wexford70]

Dispatch emails received Friday.

Thanks @BosKonay