Customer Service update

[AVC-Ed]

...Mike and ed...because we have gotten a handful of complaints lately and a couple requests that your advertising rights be removed. So tell me your side, what's up? Do you have people with outstanding orders? If so how late and do you plan to send them their products?

Yes, we have a backorder situation that is beyond our "normal" expected delivery dates. Right now, we have approximately 25 orders that are old and outstanding. These 25 orders are going to be shipped complete by either the end of this week (the 19th) or by early next week (the 23rd). We have plenty of frames on hand and a large shipment of glass is enroute and should be here today or tomorrow.

Last week Friday, I posted the following on LE:


We and most of all, *I* screwed up. The list of things we did wrong is huge, and the number of people that we've managed to piss off is at least as large, if not more so.

The management team and I have been reviewing our procedures and methods and over the past week have been implementing changes to resolve most if not all of the criticism that has been rightfully leveled at our company.

First of all, let me apologize on behalf of the Company and its owners/managers/employees to anyone who was mislead or lied to about the delivery of product. It was inexcusable. Part of the problem was a misunderstanding of the shipping software and being able to tie tracking numbers back to individual packages, but that doesn't excuse not doing proper research to ensure that each person was told the correct information. All of this has now been resolved.

Next, during our power outage, we were able to procure and install a new telephone system CPU and voice mail card. Our telephones have been re-programmed and have been functioning perfectly. We are trying to have a real person answer the phones during our normal business hours, however, that is not yet possible, especially with the economy the way it is, and we ask your indulgence to please leave a message when you call with a callback number and someone will call you back as soon as they are available.

We have also upgraded our order communication back to the customer. Now, instead of just receiving the automatic e-mail from our order system acknowledging receipt of the order, you will also receive an e-mail with your customer number and our internal order number for easier reference. Telephone and FAX orders will receive the same information via telephone or FAX. You will also receive an approximate shipping date. Internally, orders will be keyed with this shipping date, and if we miss the ship date, you will be contacted with a new shipping date.

In line with the FTC shipping rules, when an order approaches the 30 day limit, if the order is not already pending shipment (meaning boxed and ready to go out the door), the customer will be contacted and asked if they wish to keep the item on order.

We still are not sure why our system was automatically billing credit cards when the order was keyed into our system. We've been in contact with our software supplier, but in the meantime, that system has been turned off and disabled, and all orders are being manually charged until we can get this issue resolved. No order, now or in the future, will have the credit card charged prior to shipment. We apologize to anyone whose card was charged prior to shipment of product.

Management changes in a company are never easy, and sometimes they come at a price. We are sorry that we've managed to cause so much pain and turmoil in the glassworking world, and we ask your forgiveness. We can do much, much better, and we will.

"doveryai, no proveryai"
Trust, but verify.

Trust is a hard currency to come by, and we know that we have broken that trust with some of you. At some point in the future, we hope that we can once again have the chance to re-earn that trust.

Thank you for your time.

I will advise further updates on the back order situation as the week passes.

If anyone would like to double check on an order, please either PM me or send an e-mail to: sales@auralens.com and I will get back to you right away, you can also call: 800-281-2872 ext 16. If no one answers, please leave a message with a call back number so we can get you the information you need right away.

[Udai Hussien]

Yes, we have a backorder situation that is beyond our "normal" expected delivery dates. Right now, we have approximately 25 orders that are old and outstanding. These 25 orders are going to be shipped complete by either the end of this week (the 19th) or by early next week (the 23rd). We have plenty of frames on hand and a large shipment of glass is enroute and should be here today or tomorrow.

Last week Friday, I posted the following on LE:

We and most of all, *I* screwed up. The list of things we did wrong is huge, and the number of people that we've managed to piss off is at least as large, if not more so.

The management team and I have been reviewing our procedures and methods and over the past week have been implementing changes to resolve most if not all of the criticism that has been rightfully leveled at our company.

First of all, let me apologize on behalf of the Company and its owners/managers/employees to anyone who was mislead or lied to about the delivery of product. It was inexcusable. Part of the problem was a misunderstanding of the shipping software and being able to tie tracking numbers back to individual packages, but that doesn't excuse not doing proper research to ensure that each person was told the correct information. All of this has now been resolved.

Next, during our power outage, we were able to procure and install a new telephone system CPU and voice mail card. Our telephones have been re-programmed and have been functioning perfectly. We are trying to have a real person answer the phones during our normal business hours, however, that is not yet possible, especially with the economy the way it is, and we ask your indulgence to please leave a message when you call with a callback number and someone will call you back as soon as they are available.

We have also upgraded our order communication back to the customer. Now, instead of just receiving the automatic e-mail from our order system acknowledging receipt of the order, you will also receive an e-mail with your customer number and our internal order number for easier reference. Telephone and FAX orders will receive the same information via telephone or FAX. You will also receive an approximate shipping date. Internally, orders will be keyed with this shipping date, and if we miss the ship date, you will be contacted with a new shipping date.

In line with the FTC shipping rules, when an order approaches the 30 day limit, if the order is not already pending shipment (meaning boxed and ready to go out the door), the customer will be contacted and asked if they wish to keep the item on order.

We still are not sure why our system was automatically billing credit cards when the order was keyed into our system. We've been in contact with our software supplier, but in the meantime, that system has been turned off and disabled, and all orders are being manually charged until we can get this issue resolved. No order, now or in the future, will have the credit card charged prior to shipment. We apologize to anyone whose card was charged prior to shipment of product.

Management changes in a company are never easy, and sometimes they come at a price. We are sorry that we've managed to cause so much pain and turmoil in the glassworking world, and we ask your forgiveness. We can do much, much better, and we will.

"doveryai, no proveryai"
Trust, but verify.

Trust is a hard currency to come by, and we know that we have broken that trust with some of you. At some point in the future, we hope that we can once again have the chance to re-earn that trust.

Thank you for your time.



I will advise further updates on the back order situation as the week passes.

If anyone would like to double check on an order, please either PM me or send an e-mail to: sales@auralens.com and I will get back to you right away, you can also call: 800-281-2872 ext 16. If no one answers, please leave a message with a call back number so we can get you the information you need right away.
Ed's got this shit on LOCKDOWN!!! good looking out guys!!!

[vetropod]

WOW, Aura has customer service? Maybe that was a mistype? Did you mean DISservice??? :wes:

[kebira]

"In line with the FTC shipping rules, when an order approaches the 30 day limit, if the order is not already pending shipment (meaning boxed and ready to go out the door), the customer will be contacted and asked if they wish to keep the item on order."

If you are keeping 30 day and over shipping possibilities as a part of your business model, you truly have not learned a thing. If you don't have an item in stock, your web page should reflect that fact. And if you feel 4, 8 ,12 weeks to ship is an acceptable business strategy, that fact should also be presented before the point of purchase so that consumers with limited resources can decide whether or not to tie their money up with you , or find another vendor with a comparative product who can support sales and doesn't find holding customers hostage a form of entertainment.

[Dale M.]

Nothing changes....

http://www.lampworketc.com/forums/showthread.php?t=131962

Dale

[AVC-Ed]

"In line with the FTC shipping rules, when an order approaches the 30 day limit, if the order is not already pending shipment (meaning boxed and ready to go out the door), the customer will be contacted and asked if they wish to keep the item on order."

If you are keeping 30 day and over shipping possibilities as a part of your business model, you truly have not learned a thing. If you don't have an item in stock, your web page should reflect that fact. And if you feel 4, 8 ,12 weeks to ship is an acceptable business strategy, that fact should also be presented before the point of purchase so that consumers with limited resources can decide whether or not to tie their money up with you , or find another vendor with a comparative product who can support sales and doesn't find holding customers hostage a form of entertainment.

That statement was a reflection of the current state of backorders and not a reflection of business moving forward.

Our website shopping cart states that we don't stock eyewear that it is all made to order. Mike will update that later today to state that lead times are approximately 2 weeks (it says that now for prescriptions, but he will change that to read -all- eyewear).

Since the beginning of June all orders received are being shipped in that time frame.

[Clear_dome]

and what about your kilns ???

[kebira]

Nothing changes....

http://www.lampworketc.com/forums/showthread.php?t=131962

Dale

Holy Shit, Batman. I hope if this clusterfuck ends in a liquidation sale, it's held online. I need some things cheap.

To Mike's dad: My condolences to you for having to live thru this putz-fest. This is why I keep my children outside of business and money. I love them to death, but I've seen them operate.

[AVC-Ed]

3 weeks on kilns. Mike just sent you an e-mail ClearDome.

[Clear_dome]

no need to say how mad I'm now ....

[Wiley]

Nothing changes....

http://www.lampworketc.com/forums/showthread.php?t=131962

Dale

As a link to this post was included here and I know that Mike, Ed, and representatives of Aura Visual Concepts posts here:
____________________________________

I was asked to post a few things in this thread:

1. If anyone has any issues regarding service and/or libelous statements or false accusations posted by Mike, Ed or anyone else representing Aura Visual Concepts (within the last 5 years or so) please contact me through PM either here, TB, TAM, GLDG, WC, ISGB forums or my email... raragon01@comcast.net

2. Be aware when posting...anything that takes place on the internet is a federal crime (i.e. libel, accusations of criminal acts, etc.)


3. DH wanted me to let people know that we do not retain an attorney because of "shoddy work" In the work we do we deal a lot with property acquisition and development; liens; contracts, etc.....We have never been on the defendant side of anything in over 20 years of business and 3 current companies.

Thank you.

[kebira]

no need to say how mad I'm now ....

Quote:
Originally Posted by skip
who are you talking to? Mecha? Me? or are you lumping everyone on this board in a pile?

Mike is digging his own grave here not us.

yeap you dig it , in fact I put you all in a pile , not telling that you are all wrong (maybe some of you are right to piss on him , I dont know, but if some of you get rip why dont you call the police ?! ) , but you still all piss on mike at each post he made (even if the post is usefull) with your useless post that make all thread start or commented buy mike or Ed go out of the rail ...what a mess ...If I was mod here I had just delete this thread a while ago but i'm not , I'm a sastify customer of aura (for know with my own experience till now) and still think that Aura make good products (top of the line for sure) and I just wonder why you still keeping and keeping blasting him with your post ...wtf ?! is this site made for aura customer suport ? if you are not happy why dont you make your own thread about it or call the police or do what ever you want exept keeping polluding all threads !?


Settle down, soldier. He hasn't pissed on your leg yet.

Karma. It's a bitch.

[AVC-Ed]

Clear Dome is angry (and rightly so) because we made a mistake on some customs forms for his kiln and it is stuck in customs right now. He should have had it last week Friday and as of this morning it is sitting in Buffalo NY instead of his studio.

I'd be pissed too.

[Clear_dome]

Exact , that's why I'm mad for now .

[Udai Hussien]

wow, crazyness!!!!

[Greymatter Glass]

wow is right.

[Greymatter Glass]

Hey mike, you ever consider simplifying your business? I have seen your building, you're NOT the walmart of the glass world.

Computers and fancy phone systems seem to be causing you more headaches than they're worth.

You ever tried paper and regular phones?

Fed Ex and UPS also offer pretty good shipping and order tracking software. It's simple, I don't generate a shipping order unless the package is taped up ready to go out the door. And when it's printed, I don't file away the label, I put it on the box, and put the box by the door..... I don't get why you have so many shipping problems.

You ever consider outsourcing your order fulfillment?

What if you stopped dealing direct with end users and only sold through distributors?

I'd gladly put a deposit on 30-50 pairs of glasses and warehouse them, ship them, etc... I have good credit and insurance....


.... I have worn Aura Lenses for almost 10 years now, and with the exception of the last year, are all I'd sell my customers.... but lately.... I can't do that. The quality is still there, but the CS and the stupid shit "Ed" is doing seems to be your undoing.

Fix what's broken. If Ed can't get orders out and makes so many errors he's costing you more than he's worth, FIRE HIM. Hiring friends never works in the end, they will screw up and you'll feel bad and will let it slide....

Put the kiln thing on hold. You can't beat Paragon, AIM, Jen-Ken, Skutt, Olympic, Evenheat, etc

[byron3]

GG what I get from his post he states :

Our website shopping cart states that we don't stock eyewear that it is all made to order. Mike will update that later today to state that lead times are approximately 2 weeks (it says that now for prescriptions, but he will change that to read -all- eyewear).

How do you expect him to supply you with stock if AC itself does not have stock? I am no manufacturing genius here but if this were my business I would be talking about the warehouse being stocked to capacity. How do you manufacture a product and not have any stock? Doesn't seem like the best business model to me. Why does it take 2 weeks to fabricate a pair of glasses? Are there different size frames? Do these sizes take the same size lens? Yes I am aware that different styles of eyeware takes different lens shapes, but still how many sizes of frames and lens would you need to make every possible style / size of glasses this small company carries.

On a different note, much larger manufacturing plants use computers and high tech phones to streamline CS. The right computer programmer could write custom code that uses an online database and offers both the customer and manufacturer the ability to place real time orders. Problems such as availability of stock and order status could be tracked easily. UPS and FEDEX offer software development kits that allow you to integrate their shipping software into your custom applications.

All of the problems this company has CAN be solved..........

[Big Jay]

What Doug said

[Aymie]

All of the problems this company has CAN be solved..........

I think we all agree that they CAN be solved...it is just a matter of the people in charge actually caring to solve them...it seems to me they just prefer to make constant excuses.

Furthermore...why on earth are you guys tending to ANY new orders before you have finished the old ones??? It seems pretty messed up that people who put in an order now, get theirs in a timely manner...while those who lost their money to you long ago are left waiting.

Maybe if we all refused to keep giving these guys our money, they would be forced to do something. Seems silly to me that anyone still complains about the worst customer service ever when we all know that is how it goes. I'm sure not ever giving them my money. I have a pair that need to be repaired and I am afraid if I send them in I will never see them again. "We give free eye wear to children of glassblowers," and by give, they mean stop responding to emails the minute you actually try to make use of this offer. Not that I think they would or should attend to issue like this before paid customers have been satisfied...but I could have been told it would be some time before that order could be filled...not just ignored.

[CripSkillz]

just cut the internet wire... I could see productivity skyrocketing.. bahhh that would be to easy... and I need to see tittys in the morning hehe

[kebira]

Fix what's broken. If Ed can't get orders out and makes so many errors he's costing you more than he's worth, FIRE HIM. Hiring friends never works in the end, they will screw up and you'll feel bad and will let it slide....




1. I am an owner of the company.

2. Mike's father is also an owner of the company and has been involved with the operation of the company since day 1. What you don't know is the both Mike AND his father started the company TOGETHER. In 1975. Long before you and a lot of folks now around even heard of lampworking. May I politely request that you get your information straight before posting rumor and innenuendo?

You can't fire Ed ,he's an owner. He's libel to fire Mike. Christ, there I go, talking like there's two of them!

[Glassroots]

This all sounds so familiar... .......


one of the best business quotes i ever saw was a plaque on the wall at my propane supplier

"if we don't take care of the customer, someone else will"


I really hope for the sake of healthy competition that Aura stops dragging their business reputation through the gutter.

[KT-Old School Glass]

I will say that I have heard ALL of these excuses plus some from Aura Lens in the past...That is the reason I no longer sell their glasses.

After losing several customers because of this bull, I realized that I did not need for Generations Glass to get caught up in the poor reputation of Aura Lens customer service and unfulfilled orders.

AVC does make great glasses, if you ever get them, and when you get them they are the correct ones.

Phillips makes great glasses as well and are the only ones that I will personally use and suggest to my customers.

[AVC-Ed]

And I hope someday to earn your business back, Kristian. You too, Doug.

[michaeL25]

As a link to this post was included here and I know that Mike, Ed, and representatives of Aura Visual Concepts posts here:
____________________________________

I was asked to post a few things in this thread:

1. If anyone has any issues regarding service and/or libelous statements or false accusations posted by Mike, Ed or anyone else representing Aura Visual Concepts (within the last 5 years or so) please contact me through PM either here, TB, TAM, GLDG, WC, ISGB forums or my email... raragon01@comcast.net

2. Be aware when posting...anything that takes place on the internet is a federal crime (i.e. libel, accusations of criminal acts, etc.)


3. DH wanted me to let people know that we do not retain an attorney because of "shoddy work" In the work we do we deal a lot with property acquisition and development; liens; contracts, etc.....We have never been on the defendant side of anything in over 20 years of business and 3 current companies.

Thank you.

Regarding #2

I'm sure your post was for informational purposes and not to unethically discourage first amendment rights, as i've seen quite a few times on here in other posts. Below is what I understand to be accurate information, supported by links.

Libel requires:
(1) untrue AND defamatory (truths, such as stating actions, or lack thereof in this case, would automatically dismiss communications from libel law)
(2) the statements are publicized (this private forum would count as public)
(3) the person who made the comments should have known they were false (even if the communication is not true, defamatory and damaging if the communicator thought their comments were true, libel does not apply)
(4) sometimes, damages or harms must be shown.

There are a very significant amount of other safeguards in place to protect first amendment rights from being trampled. Bottom line is that, while a poster should be educated and ethical in communications, there is very minimal chance, as proven by court records, of a plaintiff winning these sorts of lawsuits as they conflict with first amendment rights. To be clear however, I am not talking about outright harassment or intentional defamation using known false information; this is unethical and may (and should) land you in legal trouble.

SLAPP: Strategic Lawsuits Against Public Participation.

http://www.thefirstamendment.org/slapp.html

http://annoy.com/history/index.html?CategoryID=25

http://www.casp.net/slapps/cyberslapp.html

http://www.law.buffalo.edu/Academics/courses/629/computer_law_policy_articles/CompLawPapers/holland.htm

[Aymie]

Has anyone met Ed yet?

[phab]

Has anyone met Ed yet?

...hilarious!

[Mac Maestro]

Has anyone met Ed yet?
..........................

[kebira]

Has anyone met Ed yet?

Ummm..if you've met Mike...you've met Ed. You can tell them apart . One of them has crazy eyes.

[Udai Hussien]

Ummm..if you've met Mike...you've met Ed. You can tell them apart . One of them has crazy eyes.
which one?

[kebira]

You know...the crazy one.

[harpentuan]

sex on wheels
http://cache.jalopnik.com/assets/resources/2008/05/2009-ferrari-california-pumpkin.jpg

[Udai Hussien]

You know...the crazy one.
OHHH my bad, I was overlooking THAT one... I was stuck in a gaze with the one with the lazy eye ..


*musst not look---- Can't look away... AAARRRGGGHHH!!!!!!

[harpentuan]

who want's a kick in the balls?

[canaan]

this is getting so far off topic that there isnt really any sense in continuing.

[CripSkillz]

Hasnt that always been the case.. just go with it heheheh

[kebira]

this is getting so far off topic that there isnt really any sense in continuing.

Anyone can stay relevent and on topic. The detours and sidetracks... thats where you show your chops.That's where it all starts to flow.Offroad.

[PyroChixRock]

Yes, we have a backorder situation that is beyond our "normal" expected delivery dates. Right now, we have approximately 25 orders that are old and outstanding. These 25 orders are going to be shipped complete by either the end of this week (the 19th) or by early next week (the 23rd). We have plenty of frames on hand and a large shipment of glass is enroute and should be here today or tomorrow.

Last week Friday, I posted the following on LE:



I will advise further updates on the back order situation as the week passes.

If anyone would like to double check on an order, please either PM me or send an e-mail to: sales@auralens.com and I will get back to you right away, you can also call: 800-281-2872 ext 16. If no one answers, please leave a message with a call back number so we can get you the information you need right away.

Cool ed, thanks for the response and info. I hope you guys get things worked out soon and things start going smoothly.

[ALIEN!]

I've only dealt with them once, an online order for tubing. Went smooth, shipped fast (drop shipped from ABR lol) I find Aura to be on the higher side of the price range generally (especially them platinum and diamond encrusted glasses) I do say though, I think the overwhelming majority of boro artists here will tell you Aura lenses are best bar none. (not that I have a pair, they're too rich for my mud, i mean blood) Our eyes need to be protected and it would be a shame to lose the best protection out there.

Now to Mike, and this is just my 2 cents. You might want to ease up on the throttle, let the kilns cool off for now. With the economy the way it is this may be a good time to downsize for a bit. You might have to let go of this Ed guy in the name of saving money (and maybe the business. Liquidate old products aside from you specialty (eyewear) That will bring you some quick funds.
Lower you prices, and I mean lower them. Go even lower than Phillips, and watch the orders come in while sticking it to the competition. Build your reputation back up on what it was built on, the eye protection.
I wouldn't sell anything but glasses and maybe 1 brand of clear glass for a while. Keep it simple. And maybe when the economy comes back, you'll be in a better position than now to be so ambitious.

And 1 more thing. Stay off the internet for a while. It seems to be causing some harm. I've seen you and ed post very positive and even helpful things, but also some real shady crud. People tend to remember the bad.

Best of luck and keep us posted on those reasonable prices. The public demands your highest spec split lenses in a nice frame for no more than $150. This is what will save you. Make it so or start bailing water.

[Clear_dome]

well , shame on me , I have to STEP BACK and say that you were right...still no kiln , no tracking and no news from Aura and I got enought excuse for now to be almost sure that my kiln never leave the aura shop :/ ....now you can make fun of me if you want ,cause I know , you all told me to not deal with Aura, but there is nothing fun there, I'm MORE than broke with no kiln for a long time now so I just can't make anything to get some cash back .Also I'm more than desapointed to see that aura lense seem to not really tell me what is really happening with my kiln , a lot of excuse once again , so much trouble right after that the biggest parts of my glass blowing gear burn in the loic's shop fire ?!?!? . The paypal dispute is now open and all I want now is my cash back as my kiln doesnt seem to be shipped.Do you have any thing else to add now mike/ed ?

Edit:
Also Mike , I think that I have been friendly/fair enought and give you WAY enough chances to show to the rest of the peoples that you were really making some effort to improve your customer support ..... too bad for you, really

[kebira]

Yes, we have a backorder situation that is beyond our "normal" expected delivery dates. Right now, we have approximately 25 orders that are old and outstanding. These 25 orders are going to be shipped complete by either the end of this week (the 19th) or by early next week (the 23rd). We have plenty of frames on hand and a large shipment of glass is enroute and should be here today or tomorrow.

Last week Friday, I posted the following on LE:



I will advise further updates on the back order situation as the week passes.

If anyone would like to double check on an order, please either PM me or send an e-mail to: sales@auralens.com and I will get back to you right away, you can also call: 800-281-2872 ext 16. If no one answers, please leave a message with a call back number so we can get you the information you need right away.

Clear_Dome,
Surely you must be mistaken. All orders have been shipped complete as of the 23rd. Splitso would never assure that and fail to deliver. That would mean he bullshitted everyone again. Sorry for your money being held up, but maybe they've passed on.

[CripSkillz]

That Sux CD,. sorry to hear Just blow up the phone , PM,'s Email just piss him off so much he will have to send it. to shut you up.. . squeaky wheel gets the oil ...

[Clear_dome]

no need , the paypal dispute is on , if Aura dont FULLY refund me I'll have to see what the law can do for me , I just cant lost 880$ ...

[vetropod]

Med is a bed-wetter.

[Clear_dome]

Med is a bed-wetter.
what ? sorry I just dont understand this one...what does it mean ? (I'm french once again ;) )

[vetropod]

what ? sorry I just dont understand this one...what does it mean ? (I'm french once again ;) )

LOL! PM sent for explanation...

[n3rd]

very sorry to hear about your troubles CD, i hope everything gets worked out and you can get back to work without too much more stress.

make some stuff you can anneal later! pendants! wine glasses!! kiln downtime sucks but you should still be able to work and make some $$$

[Clear_dome]

Beast Master : thanks for the pm , now I understand .

Nerd : Good idea about the pendants and other small stuff . As for the transaction for the kiln I feel weird about that , that make a lot of bad luck in a really short time for me :puzzled:...

[AVC-Ed]

You were told Monday what the plan was. I'm waiting for UPS to arrive to pick up the kiln to ship to you. Mike told you that I'd have it shipped out either Tuesday or Wednesday.




Alex -- still no word, so I've pulled a kiln off the line and we are putting double doggy doors on it right now. It should be ready to ship to you late tomorrow. I'll have a new tracking number for you either late Tuesday or Wednesday.


What a fucking mess!!!


It's done, ready to go. Just waiting on UPS. I won't have a tracking number until they pick it up.

If you want a refund, I'll be happy to do that as well. Your call.

[CripSkillz]

MeD you are so fkn retarded it hurts me to even read this shit any more ,,

did you even know you posted this on eh first page ,, and now are saying you havnt even sent it out yet.. You are a piece of work,, bad work at that..


Clear Dome is angry (and rightly so) because we made a mistake on some customs forms for his kiln and it is stuck in customs right now. He should have had it last week Friday and as of this morning it is sitting in Buffalo NY instead of his studio.

I'd be pissed too.

I think i already know what your going to say to this too so ill just wait and see if im right haha.

[Mike_Aurelius]

Crip -- you don't know what's going on, so please hold the written abuse and foul language.

There is one kiln sitting right now in customs in Buffalo with a fucking hold on it due to screwed up paperwork. I've been trying to get it resolved with Canadian and US Customs but it was taking too damn long, so I went ahead and pulled another kiln the same color that Alex ordered, rushed the two doggy doors he wanted and packed it up to send a different route (via UPS instead of a trucking service).

Geeze, will you guys lighten up until you get the whole damn story?

[CripSkillz]

I was right hehehe

[Mike_Aurelius]

Alex -- do you want the refund or do you want us to ship the kiln? I need to know in the next 15 minutes or so. I'll also PM you.

[Clear_dome]

emailed

[skip]

I need to know in the next 15 minutes or so.

Med expects people to answer him in 15 minutes or less but his customers wait weeks and months for answers from him....

[Udai Hussien]

Med expects people to answer him in 15 minutes or less but his customers wait weeks and months for answers from him....
lol ZING!!! I was thinking the same thing

[phab]

...lmao@ MeD! lolz!

[Aymie]

Crip -- you don't know what's going on, so please hold the written abuse and foul language.



Yeah son...foul language is only to be used my Mike when he actually decides to answer the phone.

Med...that is awesome...someone should call Phillips and get them to make shirts that say Med Sucks...what a great marketing scheme.

[CripSkillz]

Ya MeD Ill watch my mouth you watch your's hahahah you crack me up..


Crip -- you don't know what's going on, so please hold the written abuse and foul language.

There is one kiln sitting right now in customs in Buffalo with a fucking hold on it due to screwed up paperwork.

[Goldsmithy]

CD, I'm sorry this sucks so much for you. I have been reading about these guys on another list also and this situation just isn't right. What are you supposed to do with the "customs" kiln when it arrives. Send it back at your expense?

Here's an offer, knowing the shit you've been through. I have a Neycraft fiber kiln that is about a cubic foot on the inside. It is a spare and I will be glad to ship it to you, for you to use until you get another kiln. I will pay the shipping up if you will pay the shipping back. And you don't have to let me know in 15 minutes.

If this helps you get back on your feet, it is my pleasure.

Smithy

[Izzy Spun]

Man, you can't get cooler than that ^^^^^^^^^^^^^


Amazing community we got here.

[kebira]

Yeah son...foul language is only to be used my Mike when he actually decides to answer the phone.

Med...that is awesome...someone should call Phillips and get them to make shirts that say Med Sucks...what a great marketing scheme.

And they better cut me in. I baptized that putz during a skirmish over on Lampwork, etc .


kebira
Senior Member Join Date: Mar 15, 2008
Location: Rowley,MA
Posts: 129



--------------------------------------------------------------------------------

Cody, how dare you call a business phone about business. If you really need to speak to him/them about any issue that's important to you, you need to "Trojan Horse" it in a dummy statement on UV / IR data.You'll have them frothing with focus. And henceforth, I shall be using the moniker "Med" when refering to either Mike or Ed as I've decided there can't be two people as grating on customers as he/they are. It has to be one.

[n3rd]

qft izzy, repped!

[kebira]

CD, I'm sorry this sucks so much for you. I have been reading about these guys on another list also and this situation just isn't right. What are you supposed to do with the "customs" kiln when it arrives. Send it back at your expense?

Here's an offer, knowing the shit you've been through. I have a Neycraft fiber kiln that is about a cubic foot on the inside. It is a spare and I will be glad to ship it to you, for you to use until you get another kiln. I will pay the shipping up if you will pay the shipping back. And you don't have to let me know in 15 minutes.

If this helps you get back on your feet, it is my pleasure.

Smithy

Almost forgot to thank and rep Smithy for his kind offer to Clear_Dome. That's a real Hallmark moment, my friend.

[Icarus]

Here's an offer, knowing the shit you've been through. I have a Neycraft fiber kiln that is about a cubic foot on the inside. It is a spare and I will be glad to ship it to you, for you to use until you get another kiln. I will pay the shipping up if you will pay the shipping back. And you don't have to let me know in 15 minutes.

If this helps you get back on your feet, it is my pleasure.

Smithy

Dude, that's super cool of you. Those kilns are the shizzy. Light as a feather and they're up to temp in the time it takes you to make a bead or two. The only fature they lack is a doggy door.

Super, super cool of you man

[richsantaclaus]

As a link to this post was included here and I know that Mike, Ed, and representatives of Aura Visual Concepts posts here:
____________________________________

I was asked to post a few things in this thread:

1. If anyone has any issues regarding service and/or libelous statements or false accusations posted by Mike, Ed or anyone else representing Aura Visual Concepts (within the last 5 years or so) please contact me through PM either here, TB, TAM, GLDG, WC, ISGB forums or my email... raragon01@comcast.net

2. Be aware when posting...anything that takes place on the internet is a federal crime (i.e. libel, accusations of criminal acts, etc.)


3. DH wanted me to let people know that we do not retain an attorney because of "shoddy work" In the work we do we deal a lot with property acquisition and development; liens; contracts, etc.....We have never been on the defendant side of anything in over 20 years of business and 3 current companies.

Thank you.

Looks to me as a guilty vote for bad business when you react like this! Passive/aggressive behavior as I remember from a class at college I took once. Life taught me that HONEY catches more flies than SALT! I hope you sleep well tonight.

[bzglass]

This thread reminds me a lot about, that thread bashing the poor customer service of the Aim kilns guy. As I remeber Mike and Ed were 1 or 2 of the members doing most of the bashing on the Aim guy.

Well Why would you talk so much crap about a competitors business practices, while your customer service is so crappy as well. Why would you come out and brag so much about your kilns and all and not be able to deliver them in a timely manner.

ClearDome put a lot of faith in your good word and has lost tons of time and money while you just keep filling him with a bunch of BS, about this and that. (by reading his remarks it's obvious your not being on the level with him.)

You're trying to do to much. You spend way to much time on these forums while you should be focusing on your business, and its handicaps. You certainly can't be filling orders and getting your product out; if your trying to juggle defending yourself on all these forums. Get a customer sales rep to answer questions, while you figure out how to give people what they have already paid for. It must get tireing to always have to tell the customer (oh they are supposed to ship next -whatever).

If you have the best glasses, your business should reflect that, by being the best business. Think about it. You already have what the people want. A high quality product. All you have to do is hook it up. Provide your products quickly, and the people will line up to get your product. Use the money you make to stockpile your product so you don't have downtime, and can't ship your products. Hook up with UPS's lableing system so that you can ship anywhere in the world and UPS shows up at your door everyday to pick up your shipment. You don't have to be the biggest business, or have the largest product line. Just work at becoming the best business.

(And having great customer service will have people coming back for years to come)

[Clear_dome]

CD, I'm sorry this sucks so much for you. I have been reading about these guys on another list also and this situation just isn't right. What are you supposed to do with the "customs" kiln when it arrives. Send it back at your expense?

Here's an offer, knowing the shit you've been through. I have a Neycraft fiber kiln that is about a cubic foot on the inside. It is a spare and I will be glad to ship it to you, for you to use until you get another kiln. I will pay the shipping up if you will pay the shipping back. And you don't have to let me know in 15 minutes.

If this helps you get back on your feet, it is my pleasure.

Smithy

wow smithy , what a great offer !!! that's a really cool offer from you and I will keep it in mind for sure ! but as my Aura kiln has been ship yesterday ( according to mike ) , I should recieve the ups tracking this morning , so If I dont, I will accecpt your offer for sure ! thanks a lot and yeah Izzy Spun this comunity is really super great ! I dont even know smithy , but as I can see he is a great person ;) , so let me see ....

[kebira]

wow smithy , what a great offer !!! that's a really cool offer from you and I will keep it in mind for sure ! but as my Aura kiln has been ship yesterday ( according to mike ) , I should recieve the ups tracking this morning , so If I dont, I will accecpt your offer for sure ! thanks a lot and yeah Izzy Spun this comunity is really super great ! I dont even know smithy , but as I can see he is a great person ;) , so let me see ....

That's good news...I think. Worthy to note the Auralens customer response
" Your order was shipped yesterday" has made it to #3 in the list of bullshit promises, following #1) The checks in the mail , and #2) I won't cum in your mouth.
Seriously, we all hope the best for you. To have suffered the fire loss AND the cosmic kick-in-the-ass of an Auralens purchase is more than one man should bear.
Good luck

[Clear_dome]

humm , first the paypal dispute is start and still on. I will stop it 2d if I recieve a valid tracking number via ups .If I dont I will ask for a direct refund via paypal and if Aura dont refund I will let paypal make an investigation .I'm pretty sure I'll get the tracking...let see

[AVC-Ed]

It did ship yesterday. Mike's at the doctor about his back and as soon as he gets in he will e-mail you with the tracking numbers.

[phab]

It did ship yesterday. Mike's at the doctor about his back and as soon as he gets in he will e-mail you with the tracking numbers.

...ed
believe me when i tell you i know i dont have a dog in this fight and i want aura to be solid american made product, but i am honestly confused right now, feeling a bit like watching a tennis match with my head moving left, then right, repeat.

who exactly is the customer service rep? why cant ONE person be the shell answer man?

i ran plenty of high dollar contracts and i ALWAYS dealt with ONE man or woman in the field to get answers. one go to guy or girl responsible for their end of the project.

so for me, the dumb guy, can you tell me why YOU have to wait for mike to get this guys shipping number? im not just arbitrarily busting your balls but if i order a kiln or script glasses i dont want a run around. it looks bad on you dood.

[ornametalsmith]

CD, I'm sorry this sucks so much for you. I have been reading about these guys on another list also and this situation just isn't right. What are you supposed to do with the "customs" kiln when it arrives. Send it back at your expense?

Here's an offer, knowing the shit you've been through. I have a Neycraft fiber kiln that is about a cubic foot on the inside. It is a spare and I will be glad to ship it to you, for you to use until you get another kiln. I will pay the shipping up if you will pay the shipping back. And you don't have to let me know in 15 minutes.

If this helps you get back on your feet, it is my pleasure.

Smithy

PROPS......rep points
what a place.

[Aymie]

There is one guy...Med.

[bzglass]

It did ship yesterday. Mike's at the doctor about his back and as soon as he gets in he will e-mail you with the tracking numbers.

If it did ship yesterday why didn't you send him the tracking number imidiately!?? This kid has been waiting for a tracking number for days, so long that he has already reported you to Pay-Pal. An ounce of sence, or even courtesy would have told you to call CD first thing and give him a ligit tracking number.

So after you get the tracking number you just keep it to yourself, and don't email it to your customer. And all the other CEO's who are also involved ("ED has posted in this thread to) in this order don't have acess to the tracking number, or can't look it up in your companys files, or call mikes cell and get it from him?

I call Bull*#@%
Your wadeing in it.

[Clear_dome]

weird cause according to the last Mike's email , Ed was waiting for ups to ship my package ? so why Ed can't give me the tracking number, what does it make that Mike is at the doctor ?????dont push your luck too far


If it did ship yesterday why didn't you send him the tracking number imidiately!?? This kid has been waiting for a tracking number for days, so long that he has already reported you to Pay-Pal.it.

fun that you talk about it cause I make my payment in 2 shot , one for the depo (about the half of the kiln price) to start the process of making my kiln , and the second payment about one week later to fully pay the kiln and the kiln was suposed to take a week or so to built plus some day for the powder coating. when the first 45 safety days of paypal end up (I'm pretty sure it was the same day) Mike told me that my kiln was stuck at the custom so it was'nt able to give me a traking number until the kiln will cross the border (as Mike sent it via truck ) . Soo I give him an other chance to ship the kiln an other way and give me the tracking number .Now the second paymant 45 days safety is endind up in some days and till now I'm still no tracking but this time I just start the dispute before the safety time end . I dont think I have been a bad customer ? also I leave some chance to Mike , but IMHO the Aura customer service really still have a lot of work to do cause all this extra time make me loose 2 weeks of vacancy from my day job waiting for the kiln when I was supposed to work on my glass project . what else can I say ?

[skip]

Do not end the paypal dispute!! Once you end it that it. it's done. SO wait until the kiln is at your doorstep before you end it. Lots of experienced scammers will talk you into canceling your dispute then not come through for you again.

[yinzer]

crip, please dont insult retarted people, they are of far higher intelligence than med

[kebira]

That's good news...I think. Worthy to note the Auralens customer response
" Your order was shipped yesterday" has made it to #3 in the list of bullshit promises, following #1) The checks in the mail , and #2) I won't cum in your mouth.
Seriously, we all hope the best for you. To have suffered the fire loss AND the cosmic kick-in-the-ass of an Auralens purchase is more than one man should bear.
Good luck

Hate to repeat myself, Clear_Dome, but it bears repeating. You're much more patient than me. I'd be half-way to the Auralens "corporate headquarters" by now, intent on meeting the storied "board of directors". I'd film the trip, so that I could watch it and get a chuckle if I ever ran out of things that make me smile.

[Clear_dome]

well dont forget that there is about 2500 km between me and Aura headquarter and I dont have car soo ...

EDIT: Maybe that loic will want to make the trip with me (HAHAHA) , I think he still did'nt get the glasses that he ordered at the back to school sale (the glasses that Aura lense was supposed to cut a good deal on cause loic is in the deep shit ) ...

[kebira]

well dont forget that there is about 2500 km between me and Aura headquarter and I dont have car soo ...

You've owned a make-believe kiln for all this time and you can't come up with a make-believe car ? I don't think you're really committed to this insanity yet.

[Clear_dome]

HAHAHAH well .... ?! dont really know if I have to laugh or cry

(I was editing the last post while you type this one )

[kebira]

HAHAHAH well .... ?! dont really know if I have to laugh or cry

(I was editing the last post while you type this one )

Given the choice, you may as well laugh. The heat on them, from this thread alone, will become destructive to their ability to conduct business in this industry. At the very least, you gotta know people have had your back in the fight.

[kebira]

EDIT: Maybe that loic will want to make the trip with me (HAHAHA) , I think he still did'nt get the glasses that he ordered at the back to school sale (the glasses that Aura lense was supposed to cut a good deal on cause loic is in the deep shit ) ...

I guess that make you the two late orders they claim to be finishing up. What are the odds both orders, from two separate people, are the two not done?
Go immediately to the corner store and buy lottery tickets. Your ship may be coming in!

[Clear_dome]

right once again .... TIC TAC TIC TAC 1h pm , 4h remaining till I ask the refund

[kebira]

right once again .... TIC TAC TIC TAC 1h pm , 4h remaining till I ask the refund

4 hrs Canadian time, thats like 2 hrs American or something.

[Clear_dome]

tsss wow the rate is more 4 CA hour = 3,45204 US hour , the canadien hour is not that bad ;)

[kebira]

Sorry, bad math. Schools here suck.

[kebira]

The U.S. hour has really dropped in value. Times are tough.

[phab]

...wtf MeD?...thats one long ass drs appointment.

i think youre just about done my friend.

[kebira]

...wtf MeD?...thats one long ass drs appointment.

i think youre just about done my friend.

If you were sporting the set of balls Mike does, you'd be at the back doctor all day.

[Goldsmithy]

Did anyone ever think that the doctor MeD is at is a psychiatrist ? Or maybe the doctor is a doctor of theology and Med is doing his confession for bull shit. Either way, it would take a LONG time to tell all his BS sins. If this is the case, you could expect an answer sometime in 2012 as MeD would have a lot to confess.

...Smithy

[michaeL25]

4 hrs Canadian time, thats like 2 hrs American or something.

Repped for this gem and many others in this thread. Cheers for keeping this entertaining.

[kebira]

Just trying to keep Clear_Dome's head free of the Aura Flu. I've had it before. It's painful.

[Aymie]

Did anyone else notice that clocks in Canada make a different noise than they do here in the US?



Everyone should join in my boycott...put your name on my damn list. I have to assume that if the list really gets long enough something has to change. Maybe I am just naive...too new to this...but I have to believe. We need some anti-sponsorship...some big named artists who will stand up and say that Aura Lens sucks and until they do something about it we should stop giving them our money.

[Clear_dome]

LOL your clocks dont make tic tac ? btw still no tracking

[Mecha]

Did anyone else notice that clocks in Canada make a different noise than they do here in the US?

Yeah, I did. Dogs make different noises in foreign countries as well. I remember hearing on NPR years ago that dogs in europe go "warf" or something like that. My Europanese is not that good, so do not quote me on that.....

[Mecha]

LOL your clocks dont make tic tac ? btw still no tracking

Socialist clocks go "tic tac".

FREEDOM clocks go "tic toc".....

[Clear_dome]

tsssssss dont mix Europe and Quebec mecha , that's one of the thing that you just CANT DO ! ;) our dog make ''WAF WAF'' or ''JAP JAP'' LOL and clocks here make ''tic tac'' OR ''tic toc'' ;)

[Aymie]

Maybe "tic tac" is just the noise clocks make when you are waiting for your flight on the Hampshire Sow to leave Hell and it can't because the runway is iced over.

[CripSkillz]

your at 420 posts CD WHOPPPPPP,, oh ya and I can talk shit to retards, being that im not only a client Im also the president hehehehe

[JSR Studio]

oh ya and I can talk shit to retards, being that im not only a client Im also the president hehehehe

nice :lol

[Clear_dome]

5h , Mike sent me the UPS tracking number , but I'm not able to track it right now :/ the number dont seem to work , at least not right now

[Mecha]

tsssssss dont mix Europe and Quebec mecha , that's one of the thing that you just CANT DO ! ;)

Wait a MINUTE! You mean europe is not a four hour drive from my house? I mean, last time I was there, they were speaking french and everything....


our dog make ''WAF WAF'' or ''JAP JAP'' LOL and clocks here make ''tic tac'' OR ''tic toc'' ;)

pffft, commie dogs....

[Big Jay]

5h , Mike sent me the UPS tracking number , but I'm not able to track it right now :/ the number dont seem to work , at least not right now

It means it was generated today and is not yet in UPS's system. Again I got no stake in this arguement.. but bullshit is bullshit.

[CripSkillz]

every order I ever had from ups was trackable as soon as the lable was printed or they were scedged to pick it up as it shows billing info recieved. or somethin to that effect... USPS is the one that takes a day or more..

[ACE]

every order I ever had from ups was trackable as soon as the lable was printed or they were scedged to pick it up as it shows billing info recieved. or somethin to that effect... USPS is the one that takes a day or more..

exactly. ups orders should be available to track immideatley. not one day, or even one hour. even if it hasn't gone anywhere from the pick up/drop off point, it will say that.

[Clear_dome]

ok well that sound pretty bad soo , I have look twice and copy/paste the exact tracking that I got from mike and try to track it on the ups site and it still dont work . According to Mike , the kiln was drop by Ed yesterday at the ups shop ....

[Goldsmithy]

This really pisses me off. Clear-dome deserves more respect than the bull he has been getting. If a label is printed and the article has not been delivered to a ups facility, that number will not show up for tracking. This is what scammers do to buy more time. They provide a seemingly valid number and hope the victim doesn't check for a while.

Cloud-Dome, please let us know if the tracking number shows up. If not, I have a box ready to be packed with a kiln. All I have to do is get FedX forms for international shipments and it will be on it's way. ..Smithy

[HOSS]

I guess that make you the two late orders they claim to be finishing up. What are the odds both orders, from two separate people, are the two not done?
Go immediately to the corner store and buy lottery tickets. Your ship may be coming in!

Well I hope one of those two is mine, I've been waiting 2 months for a simple repair (single lens replaced). Asked about it a month ago and was told it would ship "probably next week". :waiting:

[CripSkillz]

HUUMMM Couhhh Couhhhh BULLLSHIT...

[Clear_dome]

This really pisses me off. Clear-dome deserves more respect than the bull he has been getting. If a label is printed and the article has not been delivered to a ups facility, that number will not show up for tracking. This is what scammers do to buy more time. They provide a seemingly valid number and hope the victim doesn't check for a while.

Cloud-Dome, please let us know if the tracking number shows up. If not, I have a box ready to be packed with a kiln. All I have to do is get FedX forms for international shipments and it will be on it's way. ..Smithy

mucho mucho respect for this ! I will let you know as soon as news of what is really happening ....

[Johan]

The tracking number is produced as soon as the shipping cost have been paid. If mike or ed dropped it off and paid ups the tracking number is automatically produced on the reciept and put in the system.

Even if he just dropped it off and he dosn't pay UPS right then and there because he has an account that they just chrage it to, UPS still wouldn't wait more than a few hours to put it into their system. They normally take care of stuff like that asap.

[Aymie]

Med has always provided me with bogus tracking numbers...when I finally got glasses, the package # still said not found...two weeks after it was "mailed".

[Izzy Spun]

This is a tad bit off topic, but regarding tracking numbers. Did you know that you can type the tracking number from ups/fedex/usps/whatever right into google? You don't even need to type the shipping company or anything, just the number.

i'm finished de-railing...

[CripSkillz]

cool crap that was awesome Izzy i just tried it and it works..

[kebira]

This is long, but the same deal as Clear_Dome's. The Shipping # becomes the problem.The police become the solution. (Lampwork, etc)
2009-05-27, 7:12pm
SilicaAlchemy
Member

#1 REPLY AFTER 12 days
Flag this message
RE: Order# 2052-9743-6675
Wednesday, January 28, 2009 10:10 AM
From:
"Aura Lens Customer Service" <sales@auralens.com>
View contact details
To:
"'Trevor Lewis'" <silicaalchemy@yahoo.com>

Bad service? Your order was placed 2 weeks ago, right now, our standard turn-around is about 3 weeks. We are working to improve that, but that is what it currently is.

We are NOT a monopoly and never have been.

We have been making camera lenses for well over 15 years, and only decided to put the on the website because of demand and the number of questions we get.

I'm sorry that you feel like you are being treated badly, but you are not. We try to treat everyone exactly the same with no favorites. Our fabrication order is based on available lenses and available frames, which fluctuate based on our receipts from our vendors. If you've been reading Mike's comments on the GLDG web forum, you know that we have been having problems with several of our suppliers due to the economy. We are trying to work with them, but when a vendor is the only source of a particular frame style, our hands are tied.



Customer Service
http://www.auralens.net
mailto:sales@auralens.com

Did you know that Aura now sells glassworking tools, equipment, glass and supplies?

Message #3


From: Trevor Lewis [mailto:silicaalchemy@yahoo.com]
Sent: Wednesday, January 28, 2009 12:01 PM
To: <sales@auralens.com>


It is interesting that I was told they would be shipping this week without even looking up the info. Now I am told the policy, is 3 weeks, very understandable, this could have been settled by taking a minute for cusomer service.(there was a study done, the only difference between medical malpractice, was a commonality of 8 minutes, neglected or given. It had nothing to do with the surgery performed. It was all how they were treated, as a customer or JUST ANOTHER customer!) It is also noted that it took this, my second message, to be kept posted, I do consider these factors to speak for themselves! It is apparent that our vision of customer service, is vastly different. Just to let you know this attitude is why I started working with Phillips on improving their products, at the time there was no reason to change, Aura Lens were the best glasses! I now have a couple of new students and I recommended you cause I love my glasses! They are 10 years old I think! If it is a problem with personalities I would recommend hiring or training to suit. I am just used to dealing with congenial sales associates.

Trevor Lewis

Reply #2


Wednesday, January 28, 2009 11:39 AM
From:
"Aura Lens Customer Service" <sales@auralens.com>
View contact details
To:
"'Trevor Lewis'" <silicaalchemy@yahoo.com>
Cc:
"Mike Aurelius" <m.aurelius@auralens.com>
Message contains attachments
Customer Service (sales@auralens.com).vcf (658b)
It was probably Mike you talked to and he's got his finger on what is coming in when. He knows when frames are scheduled and what is currently running through the factory. All I can tell you is what our standard shipping policy is.

We are in the process of changing/adopting our customer service practices based on issues that have been brought to our attention. We believe that it is an evolving process and are trying to work on things as they come up. I will forward this to Mike so he can read your feedback. Thank you for taking the time to discuss this with me.

Message #4

Sent: Monday, February 09, 2009 4:53 PM
To: <sales@auralens.com>
Subject: Re: Order# 2052-9743-6675

I still have not received any further info on these glasses, I am trying to explain to a client why I am not able to give him a date for delivery. Last time we talked we settled that 3 weeks was normal. But I still don't know when to say. So please let me know how much longer, he has been blowing glass for 3 or 4 days now with just Oakleys. He is fed up and not too talkative, to say the least! If I didn't have emails to show him he would think I stole his money or am playing some sort of game. This sucks! Do we need to do a refund for him? Please let me know.
Trevor Lewis


Reply #3


Tuesday, February 10, 2009 6:41 AM
From:
"Aura Visual Concepts - Customer Service Department" <sales@auralens.com>

To:
"'Trevor Lewis'" <silicaalchemy@yahoo.com>
Message contains attachments
Customer Service (sales@auralens.com).vcf (658b)

****We will be shipping this order on Friday of this week.****

Message #5 ( NOW I'M REALLY ANGRY after I waited 14 more days)


RE: Order# 2052-9743-6675 ATTENTION ALL EMPLOYEES
Tuesday, February 24, 2009 8:29 AM
From:
"Trevor Lewis" <silicaalchemy@yahoo.com>
View contact details
To:
sales@auralens.com, "Trevor Lewis" <silicaalchemy@yahoo.com>,
Customer service is the most important thing in business, remember that! I still have not received any info. You say you are improving as you go, well I would suggest post-its until you can get things going, that way you could check on your clients and will not forget them. Right now, I need 1 more pair of 286 and 2 camera lenses, but I have lost faith! I don't care what you think of me, but as a business you should care about future attrition, (the inevitable loss of clients) in this economy people are not going to stand for this. If 1 company sold the best and had the best customer service attrition would be almost nonexistent, but shoddy service leaves room for other companies to grow and steal clients. GOOD LUCK AURA PS I want the status on the glasses now I am done with Aura Lens.

And their final reply?


Tuesday, February 24, 2009 10:07 AM
From:
"Aura Visual Concepts - Customer Service Department" <sales@auralens.com>
View contact details
To:
silicaalchemy@yahoo.com


*****Because of the harassing tone of your continued e-mails we have placed a block on your e-mail address. All future e-mails will be deleted automatically.******


Maybe pissey maybe irritated, but five or six messages in 4 months harassing? Come on!
After this I contacted a detective Dan Faulk In Aura's home town! If you are having problems also please call and let him know. (320)251-9451

[Greymatter Glass]

You were told Monday what the plan was. I'm waiting for UPS to arrive to pick up the kiln to ship to you. Mike told you that I'd have it shipped out either Tuesday or Wednesday.


When I get an order in and I have time I take the package into FedEx at the end of the day. If I drop the ball and don't get an order filled within 24 hours I don't add an extra 24 for pick up, I take it to FedEx myself. With your current CS melt-down it seems it might be worth it to do that yourself rather than wait on UPS to pick it up.



It's done, ready to go. Just waiting on UPS. I won't have a tracking number until they pick it up.

Really? I've used UPS in the past, and both UPS and FedEx designate a tracking number when the shipping invoice is generated. The tracking number if tracked before pickup will say "awaiting pickup" or "at shipping location awaiting pickup" or something to that affect, I forget the terminology UPS uses.


Also, the major carriers offer email notification at the time the shipping order is placed. I have mine defaulted to send me the tracking info and I always put the customers email in if I have it. Why don't you do this? It takes 10 seconds per order.

Isn't your reputation worth that?

...

I smell something fishy.... not sure what it is.

-Doug

[kebira]

I smell something fishy.... not sure what it is.

-Doug

It ain't fish!!

[Udai Hussien]

this is a bit ridiculous now. How many time does it take people? How many times have we seen people make posts "where are my glasses" on here, then it's "well it's shipped, or going out friday, or stuck in customs, or we had a software snaffu, or a transformer blew up, or something? How many times are people going to read all this crap, and continue to send AVC/AURA/Mike/ed/med whatever you call this entity money?

this is REALLY getting crazy now.

[schmoinkel]

Booooooooo

[Clear_dome]

I just get back home , look at the tracking once again and now it work now ! some member told me that I'm still better to wait to got the kiln in hand before removing the paypal dispute and I think this is a good safety .

[skip]

do not cancel your dispute. You will waive any future right to dispute this transaction.

[ACE]

i was thinking about this at work today......

here's what i think is funny. well, not haha funny but you know- probably at least half of us on this board blow glass as a job.

i can't speak for everyone, but dealing with shipping and costumer service is like half of my job. so to think that they can continue to make these bs excuses and actually think we wont call them on it.....it's silly.

furthermore, we all deal with electricity issues from running equiptment. i am by no means an electrician, or know everything..... but i know the basics, as i think most of us who have built a studio are familiar with. so providing countless bs excuses concerning basic electricity.... well its just sad to think you can pull the wool over our eyes.

in the last 3 years i have been on this forum, EVERY TIME I HAVE EVER LOGGED ON, and clicked on the "new posts" button, AT LEAST one thread about aura is active.

so... take that with the love it's given in, take it with a pinch of salt, take it to the tax man.....

but for the love of pete, take it as a sign that whatever you're doing isn't working. it's time for a new approach.

/end rant/

glad you got a valid tacking number, clear dome, finally. i hope everything works out with your purchase.

[Mac Maestro]

it's time for a new approach.

This IS a new approach. Now there is a 'new guy' to blame.

[CitizenNot]

Nah....it's just shit tards in a hand basket

[garrick]

wow, after reading this i will never order anything from these people. i dont know about you guys but i live on a week to week basis off of glass and something like this would literally put me out on the street.

[Zed]

Perhaps Aura lens should downsize the available options. Pick the 3 or 5 best selling frames and ditch the rest. Is kilns and raw materials a business Aura really needs to be in? Maybe starting a separate company for the production of kilns and selling of raw materials is the answer. Hire more people? Outsource?

I find it funny that when Aura was threatened by Phillips, no time was wasted proving that Aura was a superior product. If it impossible for Aura to keep up with demand, then perhaps its time to sell the company, set up a second manufacturing area, split the company ect.

If Aura was my business I'd hire a consultant to show me the way towards becoming more professional. If you have more orders then you can fill, invest in infrastructure so that you can fill them in a timely manner.

[kebira]

If Aura was my business I'd hire a consultant to show me the way towards becoming more professional. If you have more orders then you can fill, invest in infrastructure so that you can fill them in a timely manner.

I'm guessing Mike thought he was doing that when he brought Ed to the surface.As we all know, Ed is a lot like Mike. And Mike is a lot like Ed. He's not the first small business owner who thought he was a big business owner and was consumed by the beast. I mean really, a "board of directors". And to this moment, I have no idea who is responding under either log-in. When I try to put "board of directors " meeting and Auralens in the same brain frame, all I come up with is a poker game and dogs. I smile when I visualize that, I love those pictures.

__________________
Ed Peterson
Sales Manager
Aura Visual Concepts, Inc

1. I am an owner of the company.

2. Mike's father is also an owner of the company and has been involved with the operation of the company since day 1. What you don't know is the both Mike AND his father started the company TOGETHER. In 1975. Long before you and a lot of folks now around even heard of lampworking. May I politely request that you get your information straight before posting rumor and innenuendo?


"Pam - Mike has been out of the building for several days and until this morning did not know what has been going on here. We had a staff and board of directors meeting. "

"We have 3 computers in the building and 5 people with access, 3 of them who are members of the board, and yes, they were using Mike's computer, reading this and other threads. '

[Aymie]

Shit...there are plenty of broke ass folks who would trade work helping get orders filled and organized for some new glasses.

I'm with Garrick...I live sale to sale...I KNOW plenty of the rest of you do as well.

I am going to keeping pushing my boycott until I get every single on of y'all on board. Med must care...he cares enough to make up new employees like Med, Med, and his other brother Med...eventually I believe he will care enough to hire outside of himself or sell...unless of course they just want to go out of business.

[AVC-Ed]

As I wrote the other day, we are down to 2 backorders. Those will be resolved in the next few days. We've got a handful of repair jobs, and those will be shipped next week as well.

We are shipping orders right now as they come in, with typically a 1-2 day delay. Wholesalers are getting orders shipped complete in 4-5 working days.

We are answering the phones and e-mails. We are returning phone calls when someone leaves a message, usually within an hour or so. If you call and you get voice mail, leave a message and we will call back right away.

[kebira]

EDIT: Maybe that loic will want to make the trip with me (HAHAHA) , I think he still did'nt get the glasses that he ordered at the back to school sale (the glasses that Aura lense was supposed to cut a good deal on cause loic is in the deep shit ) ...

04-28-2009, 09:28 AM

Hey -- tell loic that I've got his eyewear ready to ship, including the plates. I'll hold everything here, and I'll cut him a good deal once he's ready for them. No worries, thanks for letting us know!


Hopefully, one of them is Loic's.

[S2]

Med,
About the only thing you guys get out to people is a steady stream of BS. Get off of the damn internet, take care of what few customers you have left and PROCESS MY REFUND!!! (my credit card company is fully aware of the issue. I had a nice conversation with the fraud dept. regarding your scam, cough, cough, "business.")

[kebira]

Med,
About the only thing you guys get out to people is a steady stream of BS. Get off of the damn internet, take care of what few customers you have left and PROCESS MY REFUND!!! (my credit card company is fully aware of the issue. I had a nice conversation with the fraud dept. regarding your scam, cough, cough, "business.")

Another satisfied customer. Who'd a 'thunk. Welcome to the Auralens Complaint Dept.. Please take a number and you'll next in line.

[AVC-Ed]

04-28-2009, 09:28 AM



Hopefully, one of them is Loic's.

Loic's order went out on the 23rd.

[AVC-Ed]

Med,
About the only thing you guys get out to people is a steady stream of BS. Get off of the damn internet, take care of what few customers you have left and PROCESS MY REFUND!!! (my credit card company is fully aware of the issue. I had a nice conversation with the fraud dept. regarding your scam, cough, cough, "business.")

Your refund was processed on the 24th. You were mailed a receipt the same day. If your credit card company will check their records, they will see the credit took place 2 days ago, about 10 minutes after your phone call. Call them up. Ask them what time we did the credit. There should be a very clear trail. There is no scam. You asked for a refund, you were given one, right away.

[Clear_dome]

Great !does loic know that ? cause last time I talk to him he told me that he still didnt any the glasses ?

[S2]

Your refund was processed on the 24th. You were mailed a receipt the same day. If your credit card company will check their records, they will see the credit took place 2 days ago, about 10 minutes after your phone call. Call them up. Ask them what time we did the credit. There should be a very clear trail. There is no scam. You asked for a refund, you were given one, right away.

As of this morning, no credit. Someone is full of crap and it isn't my credit card. Mike said he would email me proof of this. Still no email, imagine that.

[AVC-Ed]

Then you need to call your credit card company, because it came out of our account this morning. We didn't have your e-mail address so we couldn't e-mail it, which is why it was mailed to you.

Credit was issued against the card that you provided on your order, the one ending in xx04. It was processed on our machine on 6/24 at 1:22:55 PM Central time.

[S2]

Then you need to call your credit card company, because it came out of our account this morning. We didn't have your e-mail address so we couldn't e-mail it, which is why it was mailed to you.

Credit was issued against the card that you provided on your order, the one ending in xx04. It was processed on our machine on 6/24 at 1:22:55 PM Central time.

Just got off the phone with my credit card company, still no credit.

[Mike_Aurelius]

I'll pop in here with a quick note: we can't control when a credit will hit your account. That's up to the credit card companies. Once we process it through our system, it is out of our hands. I've seen first hand that it can take 3 to 5 business days before a credit actually hits a card.

I have no idea why it takes so long, maybe it is just one more way for the credit card companies to make money off of us. They hit us with the charge immediate, but can take literally days to give you your money back.

Jeff - your card was credited back as soon as I got off the phone with you. I went to e-mail you and discovered we didn't have an e-mail address for you on file. I should have called you right back, but I was loaded up with work and just decided to mail the receipt out to you. You should have it in the next couple of days. Please be sure to note the postmark on the envelope and the time and date on the credit card receipt. You will see that neither Ed nor myself is lying.

[S2]

I'll pop in here with a quick note: we can't control when a credit will hit your account. That's up to the credit card companies. Once we process it through our system, it is out of our hands. I've seen first hand that it can take 3 to 5 business days before a credit actually hits a card.

I have no idea why it takes so long, maybe it is just one more way for the credit card companies to make money off of us. They hit us with the charge immediate, but can take literally days to give you your money back.

Jeff - your card was credited back as soon as I got off the phone with you. I went to e-mail you and discovered we didn't have an e-mail address for you on file. I should have called you right back, but I was loaded up with work and just decided to mail the receipt out to you. You should have it in the next couple of days. Please be sure to note the postmark on the envelope and the time and date on the credit card receipt. You will see that neither Ed nor myself is lying.

The only person making money off of this is you, Aura, because you essentially got an interest-free loan on my dime.

[byron3]

It cost him J, his processor got a cut when he ran the charge and got another cut when he refunded it.

Mike / Ed you can send anyone a message via email by simply going to their public profile and clicking on the link "Send a message via email to _________".

[richsantaclaus]

It's ALWAYS something it seems!

[yinzer]

i hope loic got his glassess for free or atleast suuuper cheap. with free shipping. its only a couple months until the next back to school sale. your customers shouldnt have to fit the bill for your mistakes.

maybe you should do everything c.o.d. that way your not playing banker and holding peoples money until you feel like giving it back, or sending the product. i understand how the whole credit card/online/phone order stuff goes, but if you are consistantly having issues with satisfying your customers then you are obviously not capable of doing things that way.

maybe you should wholesale only. that way your distributors can let people know what they have before anything is purchased.

i know none of this is very logical, but it seems to me my friend you either need to go at it that way, or get a better babysitter...

[bzglass]

" Loic's order went out on the 23rd."




Credit was issued against the card that you provided on your order, the one ending in xx04. It was processed on our machine on 6/24 at 1:22:55 PM Central time.

"Mike / Ed you can send anyone a message via email by simply going to their public profile and clicking on the link "Send a message via email to _________"."


What kind of Janky business / janky business owners would disclose private and personal information on public forums?? You really shouldn't be telling the world about our gldg members private business. Try picking up the phone. Or figure out how to PM someone. Thats what most people do who want to discuss private matters

(((( even if someone asks you here about a certain order or circumstance, if you had any class you would discuss said matter privately; you can defend yourself too, just don't post our personal info like it's anybodys business))))

[S2]

Update on my situation: I did receive the credit slip in the mail this afternoon. It still has not hit my card yet, but Mike/Ed did process the refund at the time that he stated.

[harpentuan]

We should all strap 2 magnifying lenses into a pair of eyeglass frames and stare at the torch. :crazy:
http://fotosa.ru/stock_photo/Corbis_RF/p_2474702.jpg












Joke.. Don't do this. :puzzled:

[Greymatter Glass]

" Loic's order went out on the 23rd."


What kind of Janky business / janky business owners would disclose private and personal information on public forums?? You really shouldn't be telling the world about our gldg members private business. Try picking up the phone. Or figure out how to PM someone. Thats what most people do who want to discuss private matters

(((( even if someone asks you here about a certain order or circumstance, if you had any class you would discuss said matter privately; you can defend yourself too, just don't post our personal info like it's anybodys business))))

what personal info? xx04 is hardly "personal" info. I agree Mike needs to work on his business, but it's getting petty when people will complain about everything he says and does. When someone makes their grievance public Mike has every right to address it in public.

Mike may BS his customers, have questionable business ethics, drop the ball more often that should be acceptable, etc.... but let's keep things fair on our side as much as possible.

not defending him really... just think our criticism should be above board.

[Big Jay]

Update on my situation: I did receive the credit slip in the mail this afternoon. It still has not hit my card yet, but Mike/Ed did process the refund at the time that he stated.

depending on the card company it can take some time.

[richsantaclaus]

Hey Doug, over at another glass site, this guy Brady is all over Ed and posting some pretty mean posts. He even linked this thread over there too and I checked and I didn't see him as a member here! I looked at his own site and showed it to another glass person that sells glass and she said his own stuff isn't of a caliber that would make it in her store. Kinda made me laugh that this guy criticizes others when his own work is so poor according to her. Basically, I agree with you about your post.

[harpentuan]

uh oh, brady who?

[Clear_dome]

Update on my situation: I did receive the credit slip in the mail this afternoon. It still has not hit my card yet, but Mike/Ed did process the refund at the time that he stated.

Great , Happy to hear it !

[Mike_Aurelius]

uh oh, brady who?

Dennis Brady from Canada.

[Mike_Aurelius]

Med,
About the only thing you guys get out to people is a steady stream of BS. Get off of the damn internet, take care of what few customers you have left and PROCESS MY REFUND!!! (my credit card company is fully aware of the issue. I had a nice conversation with the fraud dept. regarding your scam, cough, cough, "business.")

I hope you will call your credit card company fraud division back and retract your statements. Maybe ask them why it hasn't hit your account yet.

[vetropod]

Dennis Brady from Canada.

Awww, Dennis is just trying to make himself look good....

[S2]

I hope you will call your credit card company fraud division back and retract your statements. Maybe ask them why it hasn't hit your account yet.

When I contacted my credit card regarding the matter, I explained exactly what the situation was and the timeline and they were the ones using the "fraud" terminology. I have no statements to retract because I stated nothing other than the facts. I will end the dispute as soon as the credit hits my account, which it still has not as of this morning.

[Dale M.]

uh oh, brady who?

The guy from Canada who has had many problems shipping kilns (AIM finally pulled plug on him) and torches and is pretty cavalier about ventilation saying you don't need to calculate volume, flow and pretty much has problems with CC transactions and public demeanor...

Dale

[richsantaclaus]

Yeah, that's him. He means so little to me I had forgotten his first name...lol, sorry Dennis...lol,lol,lol!!!!!

[metalbone]

FWIW, Ed (Mike?) posted a new pair of metal framed shade 5 AWG 250's for sale a few months ago, I bought them, and about a week later, had them in my hands. Granted, it was through this site that i made the purchase and not their website or phone order system, but my experience has been positive.

With all the neg press, I'd be a bit reluctant to order from them, however, I like the quality of their glasses and on my next glasses purchase, will give them the benefit of the doubt and call them first. But nevertheless, I still have reservations.

[Jimi The Don]

got my new aura's today. look great and feel pretty good. wish i could've gotten in touch with mike to ask about frames first cause i wear scrip glasses and they're pretty small so i'll have to tape the bridges together so i can see through both shades but i'll manage. mike i wish you would have answered that e-mail though because i really wanted goggles but didn't know if they would fit over my glasses..

[Dom]

There is no way goggles fit over any glasses(the goggles are real snug on the face) so you are probably better off.

[yinzer]

uh oh, dennis brady....
avc could hire him....
then we could have mennis instead of med

[skip]

ahh your a poet Yinz...

[richsantaclaus]

Yinz - I really don't know know this guy and after seeing his posts at another site, I don't want to know him! He seems VERY negative and gives one the impression when he tales a crap, there is NEVER any odor! He knows everything about everything, just ask him!

[Mike_Aurelius]

got my new aura's today. look great and feel pretty good. wish i could've gotten in touch with mike to ask about frames first cause i wear scrip glasses and they're pretty small so i'll have to tape the bridges together so i can see through both shades but i'll manage. mike i wish you would have answered that e-mail though because i really wanted goggles but didn't know if they would fit over my glasses..

And I probably could have put your prescription in the glasses...sigh...sorry, man!

[Mike_Aurelius]

Yinz - I really don't know know this guy and after seeing his posts at another site, I don't want to know him! He seems VERY negative and gives one the impression when he tales a crap, there is NEVER any odor! He knows everything about everything, just ask him!

He's got some real funny shit he's written on his site too. The crap he writes about ventilation is good for at least 10 mintes of laughter:



Air is air. A specially dedicated incoming air supply is a lovely thing but is NOT essential. Whether or not air coming in through a heater or AC is sufficient replacement depends on the volume and consistency of that incoming air. If there’s enough volume to replace air being exhausted, and it comes in fairly steadily, it will work perfectly.




I’m hoping we can find some “formula” that equally, and with reasonable accuracy, considers hood size, distance from torch, and fan capacity. Any of those three factors is meaningless without considering how it’s affected by the other two.


http://www.glasscampus.com/tutorials/pdf/Ventilation.pdf

He's also a strong advocate of keeping your 20# propane tank indoors right next to your bench. He seems to think that the Fire Code doesn't say it has to be outside, and that it doesn't apply to bbq tanks. Or something like that. LOL -- he says to chain it up to a dolly so it can be moved around easier.

He's quite the comedian...

[richsantaclaus]

Wow, I hope he doesn't explode in his work room - I might even cry! - well, maybe.

I am not trying to purposely rant on him, but the things he says/does kinda are weird in my opinion.

[Jimi The Don]

And I probably could have put your prescription in the glasses...sigh...sorry, man!

my prescription changes from time to time so i decided not to take that plunge. i've been taping my glasses to each other for years now so it's not a big deal. i will say though, the glasses look great mike. they're made very well, i'm happy with the product and the few people that have seen them so far are impressed. when i tape the bridge to the bridge of my scrip glasses i can see perfectly through both shades. you may have some issues with your business now but you make a good damn product and i'm glad that i got them through you. hopefully as your business changes around you everything will work itself out and you can continue to deliver a great investment in safety to the people in this medium. thanks and good luck.

jimmi

[Clear_dome]

f$ck it i'm done , I just got the kiln there is 2 minutes ago , the guy drop it right in my house , I just open it and realize that the kiln's controller is totaly busted :wes: , I JUST CANT BELIEVE IT :( :( :( the only padding in the box was 2 piece of 1 inch foam under and like 10 small bubbles envelope over the kiln , NOTHING ON THE SIDE OF IT ???? , so the kiln as probably fall in the shipping or someting and now it look like this :( :
http://s1d4.turboimagehost.com/t/1875200_DSCF0236.JPG (http://www.turboimagehost.com/p/1875200/DSCF0236.JPG.html) http://s1d4.turboimagehost.com/t/1875201_DSCF0235.JPG (http://www.turboimagehost.com/p/1875201/DSCF0235.JPG.html) http://s1d4.turboimagehost.com/t/1875202_DSCF0237.JPG (http://www.turboimagehost.com/p/1875202/DSCF0237.JPG.html)

I feel like in a end less joke :( no need to say how mad I'm now ...ho and also it look like you shipped me an old model mike , the door dont look like the '' new improuved style that you posted here http://www.talkglass.com/forum/showthread.php?t=26666 ?

That old design is so great and better than paragon or aim that the door doesnt event close completly or stay open ?! : http://s1d4.turboimagehost.com/t/1875252_DSCF0239.JPG (http://www.turboimagehost.com/p/1875252/DSCF0239.JPG.html) ....that's the natural position of the doors .....

[CripSkillz]

smooth as silk... ummm humm

[Clear_dome]

$/%"%?/%& I got my sh$t load of bad luck for 10 year now , I'm about to sell all my glass blowing gear and found something else to do.. F$CKKK :insane:

[Clear_dome]

I just fix the shell of the controller and plug the kiln , it seem to work ok ! ...the box look a bit weird but the kiln work I figure this is better than no kiln at all or having to wait again !! ..

[Greymatter Glass]

just have to add that I would do exclusive business with Mike long before giving Dennis Shady one cent of my money.... oh damn I have an invoice from VAG.... damn damn damn.

Oh well it was only like $50.

Mike, if you're caught up let me know, I'll order some glasses and if I get them in a decent time frame I'll be sure to give you credit where it's due.

[Clear_dome]

I doubt very seriously that it would of been shipped through the post office!! If it was, there's your first problem. Was it crated at all? I've never heard of a kiln being shipped that didn't have some serious support around it. Especially of that size.
Sorry you are having such a problem, and I hope it gets resolved a lot quicker than you got the kiln!!!!

Last time a recieve a kiln ( a paragon one) it was in a clean box with foam all around and it arrive in good shape .


Also I still did'nt got any reply from Aura - Mike or Ed since yesterday , no exucuse nothing ....and I dont talk about the POOR paint job on the kiln that have clearly made with a can of paint .....I think I will post pix just to show how it is made ...

[somewhere]

Sorry about your busted up kiln but really sounds superficial compared to no receiving what you expected. I agree the door hangs a bit open and if there was a door design change you should most certainly have received the improved version. Looking back it seems the only difference is you have a double punty door instead of one large and one small. Whatever stick a magnet on there to keep them closed or open and it seems like all is what it was advertised as. I understand being upset with shipping and handling and moving forward but if it's not what you ordered or it doesn't perform as it was advertised send it back.

[metalbone]

...the concept that the parcel, being properly packaged, would have survived shipping anywhere by anyone. All parcels face the same gauntlet that Clear_domes did.

I have shipped numerous heavy tube amps, all properly packed, double boxed, and lots of cushioning in both boxes, and in some instances, some arrive intact and others damaged. Seems like the damage rate was running 30% even with top-notch double-boxed packing.

Sure, much better packing was needed for the aura kiln, but even if it were packed much better, but that is in no way a guarantee that it would have arrived undamaged. The shippers are friggin hacks, and i think that when they see a box marked "fragile", certain workers will go out of thier way to "accidently" drop them.

The USPS is the absolute worst, plus to top it off, they have a thoroughly crappy claims process that, imo, is designed not pay valid claims.

Bottom line is, sometimes it doesn't matter how well an item is packed, they often arrive damaged.

[Clear_dome]

Sorry about your busted up kiln but really sounds superficial compared to no receiving what you expected. I agree the door hangs a bit open and if there was a door design change you should most certainly have received the improved version. Looking back it seems the only difference is you have a double punty door instead of one large and one small. Whatever stick a magnet on there to keep them closed or open and it seems like all is what it was advertised as. I understand being upset with shipping and handling and moving forward but if it's not what you ordered or it doesn't perform as it was advertised send it back.



LOL sorry but I had paid for the double punty door and the big difference is the hinge ... look back at the picture posted by mike

the one tha mike post some time ago :
http://s1d4.turboimagehost.com/t/1876829_DSC00500a.JPG (http://www.turboimagehost.com/p/1876829/DSC00500a.JPG.html)

mine :
http://s1d4.turboimagehost.com/t/1876828_DSCF0239.JPG (http://www.turboimagehost.com/p/1876828/DSCF0239.JPG.html)

oh ... and yes this is the reason why the door dont close , or lock , or stay open ...

[somewhere]

LOL sorry but I had paid for the double punty door and the big difference is the hinge ... look back at the picture posted by mike

the one tha mike post some time ago :
http://s1d4.turboimagehost.com/t/1876829_DSC00500a.JPG (http://www.turboimagehost.com/p/1876829/DSC00500a.JPG.html)

mine :
http://s1d4.turboimagehost.com/t/1876828_DSCF0239.JPG (http://www.turboimagehost.com/p/1876828/DSCF0239.JPG.html)

oh ... and yes this is the reason why the door dont close , or lock , or stay open ...

The hinge is a big difference. The pin hinge is a great design over the piano hinge. Maybe you did get a prototype. Check your PM box

[CripSkillz]

Did he run out of screws for the hinge or what.. and the other hinge does look much beefey er.. is that a word?? maybe rushed construction to get you another.. ahha.. You might be the first to own a Aura kiln.. could be a collectors item some day..

[Clear_dome]

The hinge is a big difference. The pin hinge is a great design over the piano hinge. Maybe you did get a prototype. Check your PM box

I know , that's what I think since I recieve it , btw I'm machinist and prefer 100x to fix it myselft than sending it back to aura . Check your PM box


Did he run out of screws for the hinge or what.. and the other hinge does look much beefey er.. is that a word?? maybe rushed construction to get you another.. ahha.. You might be the first to own a Aura kiln.. could be a collectors item some day..

with that atitude from aura , I feel like it will be a collectors item pretty soon ...

[Icarus]

This just in:

AVC has decided that due to overwhelming customer response it part due to it's immense popularity on such glass discussion boards as "The Melting Pot", they will be changing the name on their line of kilns from "The Rana bead annealer" to "The RMA bead annealer".

[Greymatter Glass]

just a reminder: There is no right to freedom of speech on a private forum.

[Aymie]

When my DVR broke...Direct TV sent me a new receiver with a return shipping label in the box for the busted one. Seems maybe Aura Lens could do the same thing for the replacement kiln. Maybe try asking. If they shipped the correct kiln out with a prepaid return shipping label, you could keep using the booty kiln until the correct one arrives. When it does, pack the incorrect kiln up and ship it back.

[phab]

...i concur! a responsible company would send NEW ITEM with a return .shipping label so clear dome can load the DAMAGED merchandise back in the box and ship it back to the sender. i know when i had a torch shipped from germany it arrived damaged so i called the company and the next day i had a properly packed torch delivered by fed ex.

mike please step up and make clear dome whole again. he obviously didnt pay for a damaged product, it really needs to be replaced. in doing so this will be a worthwhile step in shoring up and maintaining your reputation.

youve always treated me fairly, please do the same for clear dome.
tia

[Greymatter Glass]

and once this is settled stop making kilns and get back to the glasses game.

[murf]

Setting things right for Clear_dome is must.
Send out a call tag for pick up and make the exchange at the same time with the new kiln.

Not sure how long I have been a member of the forum, but Aura certainly as a word search brings up quite a load of threads.
The good news, you’re at the top of the list on what people have and what people want. Your eye wear product is the best (lets just assume it is), your customer service is rated low. Seriously. Not sure where we, the glass community fit in with the growth of Aura, but if I was sitting in your camp I’d be concerned.

So I have done business with the old Aura, and the new Aura and that being so, might I suggest you slam on the brakes and try the New and Improved Aura.

You got to realize your dealing with a ton of creative people that just don’t care to deal with the stress of buying a pair of shades. life is to short to have to deal with that type of BS and I think we all love a challenge but Haaaaaaaaa eye wear aint on the list. Wasn’t your avatar at one time “zero tolerance for bull shit”?

Some how though you guys have buggered up what looks like a pretty good gig. not sure how many lamp workers there are presently say across the USA, but if I being the average lamp worker have spent $500 over a three year period on eye wear then ……………..
Who’s got a calculator?

You guys are on top of the world, don’t blow it
Start with the new kiln for C_D; then call in the staff, fire them all if need be. If you can provide the best in eye wear, certainly you can provide the same in service.

Murf

[Clear_dome]

I sent 2 email to know what was happening , with no answer since now 6 days , so I figure that I wont get a reply and get ignore , but anyway I wont ship this kiln to Aura and wait for an other NO WAY (I wont wait an other 3 months NO WAY ) ! also that's weird that mike/ed havent talk hear since he ship my kiln ! that should be a internet trouble or something ......... as usual .....I got 2 weird transaction on the net and both are with aura lense (on maybe 1000 transaction ...)

[Greymatter Glass]

We should make bets on what the excuse is this time... I bet it'll be a new one.

[phab]

We should make bets on what the excuse is this time... I bet it'll be a new one.

...but the blown transformer has worked so well in the past. so what are you thinking? a gust of devil wind took the roof off the shop?...that sounds serious. <shrug>

[murf]

id say thats the last straw for these clowns, lets give them the boot.
take them off the vendor list and save us all a lot of grief.
maybe contact Phillips and see if they like to advertise.
maybe Aura should not sell to the general public, let them just piss off their distributors?

I dont think we need any more safey advice either from a company that just blows smoke up ones tail pipe, if they respond at all.

[kebira]

We should make bets on what the excuse is this time... I bet it'll be a new one.

"Course it will be.This is the 'new and improved' Auralens, not that shitty old outfit everybody goofed on. Has to be a new one. They've probably just gone on vacation, maybe huddled in an intense search for clip-ons that won't kill you.

[murf]

I sent 2 email to know what was happening , with no answer since now 6 days , so I figure that I wont get a reply and get ignore , but anyway I wont ship this kiln to Aura and wait for an other NO WAY (I wont wait an other 3 months NO WAY ) ! also that's weird that mike/ed havent talk hear since he ship my kiln ! that should be a internet trouble or something ......... as usual .....I got 2 weird transaction on the net and both are with aura lense (on maybe 1000 transaction ...)

private message sent

[phab]

...naysayers! i bet theres a new kiln on its way to cd right now! aint that right mike?! tell em!!

[AVC-Ed]

Actually, I've been out of town on a personal matter for a week. Mike has been tearing down machines (this week is the annual maintenance on equipment week) and hasn't had any time for the internet.

Alex -- I've forwarded your messages to Mike and he said he'd take a look at them on Monday to see what can be done. I concur about the the Pin Hinge.

You did receive a new kiln, not the prototype, as the prototype is sitting on a bench running right now.

Doug -- we are caught up. All orders are up to date and all repairs that we had in house have been completed.

[Goldsmithy]

And the saga continues.... I can't wait till Tuesday for the next installment. What's it going to be? Is it going to be that this is the first time this shipping damage has occurred? Or did Cloud Dome intentionally take the missing screws out because the screws were there when it was shipped? Or will it be that Cloud Dome should send it back and be without a kiln for a month?

I keep looking for posts from someone saying that they got good service AFTER all your problems have been fixed. Funny, I can't find any. As I said before, you have an uphill battle to recover the customer's trust which you have so badly trashed. I really hope you make it...but I doubt you will.

...Smithy

[menty666]

And the saga continues.... I can't wait till Tuesday for the next installment. What's it going to be? Is it going to be that this is the first time this shipping damage has occurred? Or did Cloud Dome intentionally take the missing screws out because the screws were there when it was shipped? Or will it be that Cloud Dome should send it back and be without a kiln for a month?

I keep looking for posts from someone saying that they got good service AFTER all your problems have been fixed. Funny, I can't find any. As I said before, you have an uphill battle to recover the customer's trust which you have so badly trashed. I really hope you make it...but I doubt you will.

...Smithy

They just got caught up with the backorders and such, give them a chance to get some happy customers for a few weeks.

In the mean time, let's see how they handle the kiln problem.

[kebira]

Actually, I've been out of town on a personal matter for a week. Mike has been tearing down machines (this week is the annual maintenance on equipment week) and hasn't had any time for the internet.

Alex -- I've forwarded your messages to Mike and he said he'd take a look at them on Monday to see what can be done. I concur about the the Pin Hinge.

You did receive a new kiln, not the prototype, as the prototype is sitting on a bench running right now.

Doug -- we are caught up. All orders are up to date and all repairs that we had in house have been completed.

Technically, Alex recieved a hand painted broken kiln. After forever. Now he can wait and see. I don't think he was trying to communicate with AVC thru a forum. Think it was that pesky business e-mail of yours. AVC must have shut down for business last week, eh.

[phab]

Actually, I've been out of town on a personal matter for a week. Mike has been tearing down machines (this week is the annual maintenance on equipment week) and hasn't had any time for the internet.

Alex -- I've forwarded your messages to Mike and he said he'd take a look at them on Monday to see what can be done. I concur about the the Pin Hinge.

You did receive a new kiln, not the prototype, as the prototype is sitting on a bench running right now.

Doug -- we are caught up. All orders are up to date and all repairs that we had in house have been completed.

...ummm ed?, he recieves a new DAMAGED kiln. you need to send him another one asap. you are the face of aura now right? the go to guy?....quit jacking this kid around between mike and mike er i mean between mike and you. c'mon dood you wouldnt be happy with that "NEW" kiln if you recieved it in that condition.

[Clear_dome]

wierd , mike and ed did'nt came here since I got the kiln ...I'm still without new from them so at this time I dont hope for anything , I was hoping for a new controller and ''some kind of real door upgrade'' or some cash back or at least a ''I'm sorry'' ....but you know if they send me a kiln that the doors doesnt even close or lock I feel like I wont get any news back ..

[Samson]

Wow, what a train wreck ... sorry dome, hope it ends well ... the thing really sucking are AIMS are so damn cheap right now compared to the price 3 months ago! Hope Mike makes it right for you.

[Mike_Aurelius]

Wait a minute here...

Alex, are you now saying the controller is trashed? Or are we just talking about some bent sheet metal?

This discussion needs to be via e-mail or telephone at this point. Alex, will you please e-mail all the particulars of what you believe the issues are? Please send it direct to me: m.aurelius@auralens.com

I'm not going to deal with this publically.

[menty666]

I'm not looking to get in the middle, but does it really matter if the controller's trashed vs some bent metal? If you were delivering a 1000.00 stainless steel fridge and there was a dent in the door would you actually consider asking the same question? "Sure, it looks like the post man kicked it around and we're surprised a layer of bubble wrap didn't do the job, but it keeps food cold, right?"

He ordered a new kiln, not a dent and scratch special.

[SNYD]

Wait a minute here...

Alex, are you now saying the controller is trashed? Or are we just talking about some bent sheet metal?

This discussion needs to be via e-mail or telephone at this point. Alex, will you please e-mail all the particulars of what you believe the issues are? Please send it direct to me: m.aurelius@auralens.com

I'm not going to deal with this publically.

And if you want to handle it privately then why has he heard nothing from you guys for the last week and a half, and then you come on here to make a post. Pick up your phone and call him.

Looks like my new specs will have to be Phillips.
Peace
Nate

[kebira]

Wait a minute here...

Alex, are you now saying the controller is trashed? Or are we just talking about some bent sheet metal?

This discussion needs to be via e-mail or telephone at this point. Alex, will you please e-mail all the particulars of what you believe the issues are? Please send it direct to me: m.aurelius@auralens.com

I'm not going to deal with this publically.

http://www.youtube.com/watch?v=rtHshBWFRyg&feature=related

meet the new boss...same as the old boss...ya ya

[Mecha]

Alex (Cleardome),

Please update this post with the particulars of your transaction "resolution" so we can all see how it unfolds. It is not up to Mike to all of a sudden turn this into a "private" matter.

I would also urge everyone to try to keep this on topic and not simply pile on Mike with insults as this thread provides valuable insight into how Aura is "restructuring" and it would be a shame to lose it to the trash bin.

[phab]

...somebody help me here. i see 2 ways to solve the problem. 1, give cd his money back or 2, send him a properly packed kiln that arrives undamaged. i would think that kind of model for business integrity would be gladly aired in public for all to see....if you advertise here to generate sales why not openly correct mishaps the same way?

[Clear_dome]

Wait a minute here...

Alex, are you now saying the controller is trashed? Or are we just talking about some bent sheet metal?

This discussion needs to be via e-mail or telephone at this point. Alex, will you please e-mail all the particulars of what you believe the issues are? Please send it direct to me: m.aurelius@auralens.com

I'm not going to deal with this publically.

I'm not talking about bent sheet metal , I'm talking about a kiln that arrive after like 60 days (at least) , in a really poor package , with some doors that dont close properly(and as I can see you already know about that cause you made a new type of hinge that you post in your kiln thread, but as I can see I recieve the old version , the one that dont work ....) with no locks to keep the doors close (as shown on some of your pictures in the same thread) and yeah the kiln arrive bended, with a user manual all with huge red stain on each page (look like blood or something) ...I sent you a first email asking you wtf was that and get no reply , than sending you a second email to tell you that I was done with your ''customer suport'' ,done to recieve cheezy excuse each time or no reply at all . I still did'nt get any reply to my email ( so why do you talk about talking about it on the phone or on email as you dont reply to my last email anyway ) .....any like I said I done , the kiln work , I prefer fixing it myself than sending it back to you event if you pay for the pick up cause I know that I wont see it back for a long time what ever you can say. and just to be really clear , I dont want a new kiln , the only thing that would make me an happy customer should be an other kiln controller and a kit of real doors ... cause I wont send it back , my trust is broke

first pics are some pix post by mike here on the gldg showing the imporved design of the doors :
http://s1d4.turboimagehost.com/t/1900203_aurakiln1.jpg (http://www.turboimagehost.com/p/1900203/aurakiln1.jpg.html) http://s1d4.turboimagehost.com/t/1900204_aurakiln2.JPG (http://www.turboimagehost.com/p/1900204/aurakiln2.JPG.html)

here is the pix of the kiln I recieve :
http://s1d4.turboimagehost.com/t/1900205_DSCF0239.JPG (http://www.turboimagehost.com/p/1900205/DSCF0239.JPG.html) http://s1d4.turboimagehost.com/t/1900211_DSCF0254.JPG (http://www.turboimagehost.com/p/1900211/DSCF0254.JPG.html) http://s1d4.turboimagehost.com/t/1900212_DSCF0255.JPG (http://www.turboimagehost.com/p/1900212/DSCF0255.JPG.html)

[kebira]

I'm not talking about bent sheet metal , I'm talking about a kiln that arrive after like 60 days (at least) , in a really poor package , with some doors that dont close properly(and as I can see you already know about that cause you made a new type of hinge that you post in your kiln thread, but as I can see I recieve the old version , the one that dont work ....) with no locks to keep the doors close (as shown on some of your pictures in the same thread) and yeah the kiln arrive bended, with a user manual all with huge red stain on each page (look like blood or something) ...I sent you a first email asking you wtf was that and get no reply , than sending you a second email to tell you that I was done with your ''customer suport'' ,done to recieve cheezy excuse each time or no reply at all . I still did'nt get any reply to my email ( so why do you talk about talking about it on the phone or on email as you dont reply to my last email anyway ) .....any like I said I done , the kiln work , I prefer fixing it myself than sending it back to you event if you pay for the pick up cause I know that I wont see it back for a long time what ever you can say.

And that's the end of another pathetic adventure with Mike & Co.. Can't wait to hear some more ass-smooching from the tiny fan club. We'd all like many things in our lives to be just like the good old days, but I've got a news flash for the puckered-lipped marks. It ain't the good old days. They ought to be banned from advertising on forums . Hopefully, "The Great Clear_Dome Caper" will live on long enough to diswade any further adventures down the AVC rabbit hole.
I believe this thread is done.
Good luck, Alex.

[Dale M.]

http://lh3.ggpht.com/_q8A18ADyokA/SmNhNB7DynI/AAAAAAAAAr0/x4sSv4_KGhE/trainwreck.jpg

Dale

[kebira]

http://lh3.ggpht.com/_q8A18ADyokA/SmNhNB7DynI/AAAAAAAAAr0/x4sSv4_KGhE/trainwreck.jpg

Dale

..And that's the way it was. Exactly.

[Clear_dome]

ok I just recieve an email from mike , I wont copy/paste it as it is write on the email that I cant paste it in a public forum soo ... Mike told me that he is sorry for the mess , my kiln was supposed to got locks on it , and the doors is supposed to be like that :depressed , like the one I got , so it is normal that they wont close properly .... he told me that I have to jack the front of the kiln so it should close a bit better ?... as for the controller , he wont send me a new one still work so he will send me a back and front panel to fix it with a kit of lock that I will fit myself and this is how this transaction will end :contempla .

[Dale M.]

So in the end you still got screwed!......

Door that doesn't closed properly and has to be fixed with a prop or mickymouse latch and bent sheet metal and you have to do all the work.......

Real world Customer Service........

Dale

[ornametalsmith]

WTF......no offer of compensation for your time or the fact that it was SUB standard? Scratch and Dent would be an understatement, IMO. So much for "ya get what ya pay for".
Thanks for the update, CD. WHAT A DISAPPOINTMENT, the things that pass for customer service these days.

"sorry for the mess" don't cut it. Lame and inadequate. Actions speak louder than words. And their actions speak VOLUMES.

[Clear_dome]

that a great pub for his first kiln sold and new ''improved customer support'' no !? anyway , make your own opinion , I'm done with that !

[Mecha]

You can post his email if you wish. Unless it contains proprietary design or product information, you are free to post any communication you like. The email is your property, not his. Just like a voice mail message, he has no ownership rights to it. Not to mention that you are in Canada anyways.

I can understand not posting a private conversation as part of an informal "genlemans" agreement, but considering the way you have been treated....

Just blank out the name of the customer service rep and go ahead and post it.

If he wanted the conversation to remain private, he should have called you and told you not to record it, then he would have a right to privacy.

[n3rd]

wow i'm really glad i didn't buy one of these

[Clear_dome]

well ok I will post it but I dont want to make more fuck , I only want to be sure that I told the right thing ( as my english is not the best LOL ) so , here is the first message from mike that I got this moring , the first since I got my kiln .

EDITED !?

[Aymie]

Hi...this is Med...we would like you to know that what we meant by a change in customer service, was that we were now adding a new product line so we will have another way of giving you bad customer service. And Doug, note that I am still able to keep up my claim of all in house repairs being finished, because the busted ass kiln is in Canada.

I am so sorry you got screwed dear...and wow...the very first kiln sold.

Mike...the only acceptable thing for you to do is send him out a new kiln...ASAP!!! I can't believe after all this time you want to send him stuff to basically rig up the damn thing...AND YOU EXPECT HIM TO BE WILLING TO DO THE WORK WITHOUT ANY COMPENSATION?!?! You basically told the dude that even though he had to wait all this time, y'all didn't care enough to actually finish the kiln or pack it correctly...and now if he wants it done right, he will have to do it himself. Wow...y'all are so frickin' awesome.

[Mike_Aurelius]

My e-mails all contain the following statement:


PRIVACY NOTICE: This e-mail message, including any attachments, is for the sole use of the intended recipient(s) and may contain business confidential and privileged information. Any unauthorized review, use, disclosure or distribution is prohibited. If this e-mail was not
intended for you, please notify the sender by reply e-mail that you
received this in error. Destroy all copies of the original message and
attachments. Do not post this e-mail on public forums.

Alex, I'm saddened and disappointed that you chose to make a private communication between the two of us public.

[Aymie]

Yes...deeply saddened because it makes it very difficult to keep up a facade of greatness

[Goldsmithy]

I have a new motto for Mike's kinls....


You don't always get what you pay for...

BUT

You always pay for what you get.

Mike should at least give you a partial refund for sending you a defective kiln because you have to fix the defective kiln they sent you. This type of business practice if way below what it should be. I guess this is there "new and improved" business model.

I never buy anything from this company. I guess Mike is trying to imitate Microsoft, sending out buggy products and expecting the customer to deal with it.


...Smithy

[Glow Joe]

http://drmomentum.com/aces/archives/003689.html

Ya'll will like this very pertinent thread...promise....
Here's a taste:

"Which brings us to the real problem with these disclaimers. By overusing them, lawyers may be undermining the effectiveness of disclaimers in protecting the confidential or privileged nature of the information in the e-mail in the (hopefully) rare event that an e-mail is misdirected (or inadvertently produced in discovery). In a recent case, Scott v. Beth Israel Medical Center Inc., 847 N.Y.S.2d 436, 444 (2007), the court refused to find that a series of e-mails were privileged just because they contained a disclaimer that was found in every e-mail sent by the plaintiff. Lawyers are also training the world to ignore disclaimers and privilege warnings, which is precisely what we don’t want people to do."

[Mecha]

I am curious as to what legal mechanism prevents customer service emails from being disseminated?

Prohibited by whom? Enforced by what governing body?

There was nothing proprietary being discussed in your email. The only reason why you would want the communication to remain private is to hide the nature of your customer service.

I can tell someone in my email to give me money, they are not obligated to do so just because I demand it.

[AVC-Ed]

TOS number 11:


11. No posting of copyrighted information or materials without written permission of the author/owner.


Mike as the author holds copyright over what he wrote. He did not give permission for it to be posted on the forum. The disclaimer specifically states that the e-mail is not to be published.

Why would you purposely violate the Terms of Usage of this forum?

[Glow Joe]

It is unenforceable........I can't find one case where someone actually filed and won that kind of complaint....just bs to distract you......carry on....there's my 2pence.
:)

[Clear_dome]

My e-mails all contain the following statement:



Alex, I'm saddened and disappointed that you chose to make a private communication between the two of us public.

LOL .....well I know , this is why first I have'nt copy and paste it but mecha told me to do so ... that what I have done ,I just want to be sure that I have'nt say something wrong , so by using your own word I was sure to be right .... if it's wrong I will edit , but I dont understand why the other members can read it ?this is just the true

[Mecha]

Shouldn't you "guys" just be working to fix the problems of your paying customers instead of playing lawyers on the interwebs?

A customer service email is not copy written material. You see them all over the place on complaint sites and forums. Look up PayPal sucks if you want to kill a few thousand hours reading some.....

[Clear_dome]

I just edit the TOP SECRET email that I got from mike . but the fact stay the same ...oh and Mike I was saddened and disappointed too when I had to make a paypal disput against you to be sure to recieve my kiln and also when I had open the box and found a kiln poorly packed , bent and chipped ...

[menty666]

I've got bad news for Med, barring a gag order from a judge or proprietary information, a person is free to do whatever they want with their mail.

Unless you want to claim that sending him an admission of blatant design flaws in a product you sold him is proprietary information. But since you're blaming gravity as the reason, I'd say there's a prior art consideration there, so you're SOL.

[kebira]

TOS number 11:

Why would you purposely violate the Terms of Usage of this forum?
Violate the Terms of Usage? You take peoples money, deposit it, earn interest on the money and at some point months down the road, you decide to send out the item they've owned for some time. If this was banking, it would fall under a ponzi scheme.
Why are you still on this forum? . As far as I'm concerned, you've flim-flammed your last customer.

[Mecha]

Sorry to see you edited it Clear D.

For the record, all of my emails contain the following statement:

"The recipient of this email agrees to pay the sender $1000 USD for the right to have read this copy written material. Payment is expected in full within 30 days of reading this notice. Furthermore, the reader of this email must do ten jumping jacks while singing the lyrics to "Louie Louie" and then down a gallon of milk within an hour time limit. Disregarding this notice will be considered a violation of made up internet legalese subjecting said violator to various forms of punishment administered by the governing body of the interweb. This punishment will consist mainly of tea bagging and being forced to wear a "Roman Soldiers Helmet" as defined by the online urban dictionary."

You don't want an email from me....

[menty666]

Sorry to see you edited it Clear D.

For the record, all of my emails contain the following statement:

"The recipient of this email agrees to pay the sender $1000 USD for the right to have read this copy written material. Payment is expected in full within 30 days of reading this notice. Furthermore, the reader of this email must do ten jumping jacks while singing the lyrics to "Louie Louie" and then down a gallon of milk within an hour time limit. Disregarding this notice will be considered a violation of made up internet legalese subjecting said violator to various forms of punishment administered by the governing body of the interweb. This punishment will consist mainly of tea bagging and being forced to wear a "Roman Soldiers Helmet" as defined by the online urban dictionary."

You don't want an email from me....

I'm also not sure I want to go look up "roman soldier's helmet"

[Clear_dome]

hehehehe thks mecha ;) that's good to laught sometime ....I edit it cause I dont want more stupid troubles ..and you know there was nothing in this email really important so the fact that mike dont want that I post this email is worst (IMO) than if he told nothing and let me post it ...

[ornametalsmith]

My e-mails all contain the following statement:

Alex, I'm saddened and disappointed that you chose to make a private communication between the two of us public.

Really?........REEEEEEEEEEALLY?
saddened and disappointed...OMG:wes:....because someone is helping the "glass community" by exposing your laughable "customer service" practices.
To bad you weren't "saddened and disappointed" in the quality of YOUR OWN customer service practices and QUALITY CONTROL........maybe this thread wouldn't EVEN EXIST.
It's beyond belief........the way that this situation has gone from bad to worse. NO COMPANY should survive with this attitude. Has to be the most unprofessional "customer service practices" I've ever seen/heard. BAR NONE.

Anyone with half a brain would realize that "what you've been doing" ISN'T WORKING. There have been a number of folks that made great suggestions........that if mindlessly followed would have corrected this fiasco. And set your company on it's way to the NEW AND IMPROVED status.

Or.........if "taking advice" isn't your strong suit. Maybe you could stop and ask yourself......"what would I expect from a company I had spent my hard earned cash with?" AND if you'd accept the way you've treated CD.......then .......that helps explain this fiasco.......AND should tell US ALL........what to expect when dealing with your company.

what a joke. I'm "saddened and disappointed"

[kebira]

NO COMPANY should survive with this attitude. Has to be the most unprofessional "customer service practices" I've ever seen. BAR NONE.

Be patient Mike's not done,yet. Still got plenty of unprofessional left in his tank.
Plenty.

[mer]

none of the issues in this thread are going to be solved here. this is just more of the same stuff we've been seeing forever. i'm locking this thread but i'm not going to pull it off the board. the information will remain available to anybody who wants to research aura's business practices.

this doesn't mean that customer feedback is frowned upon or discouraged here, it's just that this particular thread is a trainwreck of epic proportions.

clear dome, if you find resolution with your kiln please start another thread to let us know. otherwise we'll stand on the assumption that things are as bad as they seem. for the rest of you having trouble with aura, good luck.

and for mike/ed, please give this approach a break. you're your own worst enemy guy(s).