How long on standard orders? 0

[leothelaw]

I sent an order that was delivered to you all on march 15 and it still has not showed up on track submssions.

[PaulS.]

The clock does not start until the orders are received in the system. Unfortunately, receiving is one of the most time-consuming parts of the process. They are currently still opening mail from the beginning of March. Sorry for the delay!

 

Paul

[Rude Badger]

Where do we go to know what days mail is being opened today (and received into the system) ? Or should we all just call Customer Service to ask everyday?

Edited March 29, 2021 by Rude Badger
forgot word "service"

[Rockblazer]

RB , I called after 3 weeks recently and checked about an hour later. Presto! it was now in received status.

[Rude Badger]

You would think there would be more transparency here for this delay in opening mail and receiving into the system (fyi -customers like transparency, not surprises). 

Having to call into customer service to find out what date's mail is getting opened today is just a waste of everybody's time.

"The clock does not start until the orders are received in the system." Best I can tell,  this little caveat is not indicated in the current turn around times page (or the current turnaround times update page).

Customers expectations are set by what they see on this page when looking at  "Current Turnaround (working days)" for their prospective tier.

But then they get a "surprise" when they call asking why their submission hasn't been marked as received yet.   

It is what it is ... nuff said

 

Edited March 30, 2021 by Rude Badger
typo - they / their submission