I think it's fair to consider that Abyss is having trouble hiring. But it's also fair to say that customers or potential customers find it frustrating and odd that they can't figure it out. From my own experience, I did not order a doll, but I tried numerous times to contact them, and even became a VIP to have elevated access. Could never get a response.TJ_Foxx wrote: ↑Sun Dec 10, 2023 2:09 pm Easily hire? I don't think there is a labor market in the US where anyone can easily hire someone qualified with customer service experience. That being said, I believe that in one of the previous posts, someone mentioned that Sam recently got some help. Again, do you guys think that none of this has occurred to them and that they haven't tried?
Contact with Abyss
Moderator: TJ_Foxx
Re: Contact with Abyss
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Re: Contact with Abyss
The current doll on order is just over 12 months at present. I sent an order change request September18 to sales@realdoll via a reply to my original order confirmation email from them. No reply to that, so I tried the contact form on the website about a month later. Sam called me about a month ago and I missed his call. I called him back within the hour and he said he was going into a meeting and would call back that afternoon. No call back as of yet, so I called him and left a voice message a week ago last Friday. As long I can get the order change I've requested processed before the doll enters production, I'll be fine with it. All of this is just my way of saying patience has worked for me over the course of ordering multiple dolls and Abyss has always delivered.
All of the preceding I've only included because it has been stressed that personal experience is needed to substantiate any claims a poster makes.
My only claim is that lately, Abyss seems to have a problem with timely replies to customer inquiries. While it doesn't bother me, I see why others may be concerned. Business 101 says that if your customers tell you that you have a problem, you have a problem, even if it's a only a perceived one, and you need to address it rather than ignore it. Abyss should address this problem, even if it's not their fault.
Lastly, I am an unabashed supporter of Abyss and I've been a cheerleader for them in the past on this Forum in other threads, but even so, I'm concerned for them.
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Re: Contact with Abyss
I always get a response.lexico wrote: ↑Sun Dec 10, 2023 3:02 pmI think it's fair to consider that Abyss is having trouble hiring. But it's also fair to say that customers or potential customers find it frustrating and odd that they can't figure it out. From my own experience, I did not order a doll, but I tried numerous times to contact them, and even became a VIP to have elevated access. Could never get a response.TJ_Foxx wrote: ↑Sun Dec 10, 2023 2:09 pm Easily hire? I don't think there is a labor market in the US where anyone can easily hire someone qualified with customer service experience. That being said, I believe that in one of the previous posts, someone mentioned that Sam recently got some help. Again, do you guys think that none of this has occurred to them and that they haven't tried?
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Re: Contact with Abyss
How does this negate his experience?TJ_Foxx wrote: ↑Sun Dec 10, 2023 5:27 pmI always get a response.lexico wrote: ↑Sun Dec 10, 2023 3:02 pmI think it's fair to consider that Abyss is having trouble hiring. But it's also fair to say that customers or potential customers find it frustrating and odd that they can't figure it out. From my own experience, I did not order a doll, but I tried numerous times to contact them, and even became a VIP to have elevated access. Could never get a response.TJ_Foxx wrote: ↑Sun Dec 10, 2023 2:09 pm Easily hire? I don't think there is a labor market in the US where anyone can easily hire someone qualified with customer service experience. That being said, I believe that in one of the previous posts, someone mentioned that Sam recently got some help. Again, do you guys think that none of this has occurred to them and that they haven't tried?
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Re: Contact with Abyss
I am just sharing my experience. Who says I am negating his? What is your experience? Do you have a Real Doll? Have you ordered one? How/when have you contacted Abyss?DocWen wrote: ↑Sun Dec 10, 2023 5:41 pmHow does this negate his experience?TJ_Foxx wrote: ↑Sun Dec 10, 2023 5:27 pmI always get a response.lexico wrote: ↑Sun Dec 10, 2023 3:02 pmI think it's fair to consider that Abyss is having trouble hiring. But it's also fair to say that customers or potential customers find it frustrating and odd that they can't figure it out. From my own experience, I did not order a doll, but I tried numerous times to contact them, and even became a VIP to have elevated access. Could never get a response.TJ_Foxx wrote: ↑Sun Dec 10, 2023 2:09 pm Easily hire? I don't think there is a labor market in the US where anyone can easily hire someone qualified with customer service experience. That being said, I believe that in one of the previous posts, someone mentioned that Sam recently got some help. Again, do you guys think that none of this has occurred to them and that they haven't tried?
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Re: Contact with Abyss
To be fair, ZenDesk is very easy to learn and use. It took me about a week or two, and I was completely new to cs at the time. And most responses to customer inquiries are just macros, which in my experience with Abyss, already exist and are used frequently, meaning they don't need to spend time to write more. Plus computers able to run a Chrome browser for Zendesk and email aren't particularly expensive. You don't need to spend $3k on a computer with the latest Intel processor and NVIDIA RTX GPU just to reply to emails.TJ_Foxx wrote: ↑Sun Dec 10, 2023 8:22 am That's a great idea, so where would the additional computers come from for each of the employees to use? Who will train them to use the ZenDesk (or similar) application to manage the messages? Does the software company allow more accounts to access it? These are very intelligent people who run this business. I am sure they have explored solutions.
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Re: Contact with Abyss
Thanks, Brick, for the info. In your opinion, should I be worried about not getting my doll at all after dropping nearly $10k? Is there anything I can do to ease my worry, like will they take extra money to bump me up in the queue?Brick wrote: ↑Sat Dec 09, 2023 9:01 pm I just wanted everyone to know I talked with an employee that has been with Abyss for over 10yrs. Started out on the production floor as a grunt and now has moved to Realbotix and is working on the Harmony production line. He says its an employee problem causing the slow deliveries. They simply cant find peeps to work, and if they do, they stay like 3-6m. Just about enough time for them to really learn their jobs and they leave. Its a struggle, they are working diligently on completing orders inhouse now and not pushing for new orders at this time. Hence no Black Friday Deals. But, they are still getting orders and are telling buyers long wait times are unavoidable. They are straightening out the supply chain probs. But its still pops up from their vendors...
Honestly, I know the company has been a lot more reputable than most doll companies over the years, but the thing that happened with "Si*****cs" (another US doll company) scares me. When I received my first Realdoll, I waited a year but didn't feel any worry at the time. Current circumstances with the economy, the world, the company's status and everything else have me more concerned this time around.
Re: Contact with Abyss
Dont worry Dude! You will get your doll. RD has money , they just cant find employees to make dolls faster.donjuanx wrote: ↑Tue Jan 09, 2024 1:46 amThanks, Brick, for the info. In your opinion, should I be worried about not getting my doll at all after dropping nearly $10k? Is there anything I can do to ease my worry, like will they take extra money to bump me up in the queue?Brick wrote: ↑Sat Dec 09, 2023 9:01 pm I just wanted everyone to know I talked with an employee that has been with Abyss for over 10yrs. Started out on the production floor as a grunt and now has moved to Realbotix and is working on the Harmony production line. He says its an employee problem causing the slow deliveries. They simply cant find peeps to work, and if they do, they stay like 3-6m. Just about enough time for them to really learn their jobs and they leave. Its a struggle, they are working diligently on completing orders inhouse now and not pushing for new orders at this time. Hence no Black Friday Deals. But, they are still getting orders and are telling buyers long wait times are unavoidable. They are straightening out the supply chain probs. But its still pops up from their vendors...
Honestly, I know the company has been a lot more reputable than most doll companies over the years, but the thing that happened with "Si*****cs" (another US doll company) scares me. When I received my first Realdoll, I waited a year but didn't feel any worry at the time. Current circumstances with the economy, the world, the company's status and everything else have me more concerned this time around.
Re: Contact with Abyss
Alright, thanks for the vote of confidence.Brick wrote: ↑Tue Jan 09, 2024 6:32 amDont worry Dude! You will get your doll. RD has money , they just cant find employees to make dolls faster.donjuanx wrote: ↑Tue Jan 09, 2024 1:46 amThanks, Brick, for the info. In your opinion, should I be worried about not getting my doll at all after dropping nearly $10k? Is there anything I can do to ease my worry, like will they take extra money to bump me up in the queue?Brick wrote: ↑Sat Dec 09, 2023 9:01 pm I just wanted everyone to know I talked with an employee that has been with Abyss for over 10yrs. Started out on the production floor as a grunt and now has moved to Realbotix and is working on the Harmony production line. He says its an employee problem causing the slow deliveries. They simply cant find peeps to work, and if they do, they stay like 3-6m. Just about enough time for them to really learn their jobs and they leave. Its a struggle, they are working diligently on completing orders inhouse now and not pushing for new orders at this time. Hence no Black Friday Deals. But, they are still getting orders and are telling buyers long wait times are unavoidable. They are straightening out the supply chain probs. But its still pops up from their vendors...
Honestly, I know the company has been a lot more reputable than most doll companies over the years, but the thing that happened with "Si*****cs" (another US doll company) scares me. When I received my first Realdoll, I waited a year but didn't feel any worry at the time. Current circumstances with the economy, the world, the company's status and everything else have me more concerned this time around.
Like I said, I've already done business with this company and the product I received was A+ perfect, even if it took a long time. I don't doubt their integrity, but the world is a pretty different place than it was even 5 years ago and a lot of formerly dependable businesses are becoming more erratic and unreliable, unfortunately!
On a side note - I don't know much about the actual business side of things, but in the industry I work in we had problems with staffing for a long time before engaging in a contract with a company that brings in workers from Mexico to fill in the gaps left where US workers are not plentiful. I know this might be unconventional, but has Abyss ever considered looking outside the pool of US workers for more talent, then bringing them in and training them? Workers from poorer countries can often be just as talented as US workers, if given the right training, and often times more grateful for the work, too. I'm not talking about doing anything illegal - just bringing in people who actually want to work on a work Visa.
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Re: Contact with Abyss
Re: Contact with Abyss
agree with you donjuanxdonjuanx wrote: ↑Tue Jan 09, 2024 2:26 pmBrick wrote: ↑Tue Jan 09, 2024 6:32 amDont worry Dude! You will get your doll. RD has money , they just cant find employees to make dolls faster.donjuanx wrote: ↑Tue Jan 09, 2024 1:46 amThanks, Brick, for the info. In your opinion, should I be worried about not getting my doll at all after dropping nearly $10k? Is there anything I can do to ease my worry, like will they take extra money to bump me up in the queue?Brick wrote: ↑Sat Dec 09, 2023 9:01 pm I just wanted everyone to know I talked with an employee that has been with Abyss for over 10yrs. Started out on the production floor as a grunt and now has moved to Realbotix and is working on the Harmony production line. He says its an employee problem causing the slow deliveries. They simply cant find peeps to work, and if they do, they stay like 3-6m. Just about enough time for them to really learn their jobs and they leave. Its a struggle, they are working diligently on completing orders inhouse now and not pushing for new orders at this time. Hence no Black Friday Deals. But, they are still getting orders and are telling buyers long wait times are unavoidable. They are straightening out the supply chain probs. But its still pops up from their vendors...
Honestly, I know the company has been a lot more reputable than most doll companies over the years, but the thing that happened with "Si*****cs" (another US doll company) scares me. When I received my first Realdoll, I waited a year but didn't feel any worry at the time. Current circumstances with the economy, the world, the company's status and everything else have me more concerned this time around.
Alright, thanks for the vote of confidence.
Like I said, I've already done business with this company and the product I received was A+ perfect, even if it took a long time. I don't doubt their integrity, but the world is a pretty different place than it was even 5 years ago and a lot of formerly dependable businesses are becoming more erratic and unreliable, unfortunately!
On a side note - I don't know much about the actual business side of things, but in the industry I work in we had problems with staffing for a long time before engaging in a contract with a company that brings in workers from Mexico to fill in the gaps left where US workers are not plentiful. I know this might be unconventional, but has Abyss ever considered looking outside the pool of US workers for more talent, then bringing them in and training them? Workers from poorer countries can often be just as talented as US workers, if given the right training, and often times more grateful for the work, too. I'm not talking about doing anything illegal - just bringing in people who actually want to work on a work Visa.