Hey guys. Mark here from PCS. I wanted to take this opportunity to thank all of you for your continued support. I know it has been a rocky road these past few months as Anthony and I have waded in to helping solve some of the problems that PCS has had. Our goal is to continue to produce high quality, affordable and unique products for years to come. Anthony has been working tirelessly with factories to improve both quality and production times, as well as working with new and exciting licensers to increase the variety of products offered to collectors. He and I are true collectors at heart and I think bringing that perspective to PCS has not only had an immediate impact but will continue to positively influence the products produced and the direction of the company moving forward. With Jerry focusing entirely on sculpting and continuing to lead the creative direction of PCS, we are all very confident we can accomplish great things.
With that out of the way, I can address a few other questions. One big question is when are we moving?
The official move-out date for the building in Simi Valley is Dec 31st. It has been "all hands on deck" for several weeks packing this place up and working on the logistics of moving an entire building of products and equipment as well as moving the people needed to hit the ground running in NC. You can think about PCS being completely relocated to NC around the first week of January.
As you can imagine, everybody here now has 2 jobs. What they do on day to day basis and as movers
. So please forgive us if we are not as prompt as we usually are when it comes to replies or responses. I promise that once the dust settles, you guys will see a huge difference in the customer service department. Our goal when we started was to improve the response time from taking a week to less than 24 hours. Right now, we sit at around 48 hours but will be improving that with new hires and a refocus on customer service once the move is handled.
The other big topic of discussion is regarding cancellations and their associated refunds. Anthony and I want to be as fair as possible to everybody, including ourselves. I talk to people all the time about the positive things we are doing here including clearing up the back log of incoming statues. You guys have probably noticed that we are delivering 4 or 5 statues a month now and will continue to do so until the backlog is completely caught up. We are doing this because:
A. We are collectors too and HATE long product delays ourselves
B. We need to as quickly as possible get back to an x number of pre-ordered product = x number of delivered product per month model. Currently it should be a 2x2 model with 2 products on PO and 2 products being delivered to customers each month. Currently we are on a 2x5 model to try and catch up.
We really do understand the frustration of having to wait an extra 6-9 months, or sometimes longer, past the original delivery date. It sucks. It sucks for us, it sucks for you, it sucks for our loyal distributors, etc. Our main goal in this company is to NEVER again, under any circumstance, let this delay situation happen again. I know those are strong words but Anthony and I talk about it all the time and make strategic decisions with this one goal in mind.
There are still variables that will be out of our control from time to time. Maybe a ship sinks taking our container of statues to the bottom of the abyss making it so that we have to start all over with production. In those cases, we have and will stand by a policy that states that if a product is late by more than 3 months, a full refund with NRD can be requested. This policy is set in stone and applies to all of the delivery dates currently listed on the site. The policy is also listed on the site and will not change.
We feel this is a fair policy especially since we are still the only major statue company who continues to allow our collectors to transfer ownership of pre-orders to another collector.
This policy does not however address the older delivery dates that have been missed. So Anthony and I have sat down and come up with a compromise.
Anybody with an order that is past its original delivery date by more than 6 months can request a refund minus NRD but have their NRD payment applied as payment toward a different current order OR accept a 10% off coupon applied to the total order value of any future order.
This way nobody loses any money and gets full value for every dollar they have invested in our company.
This policy will start immediately.
Thank you again for all of the positive messages and support. And thank you as well for the constructive criticism and feedback we have been getting. All of it helps to make us better and stronger moving forward.
