Pangolin Fb3 Evaluation Kit ......?

Hi Guys,

Some Of You Might Have Read My Post Regarding This Product, As I Have Placed An Order For This Item.

Would Like To Know How The Service Was From Pangolin? As I Have Placed The Order Last Friday With Pangolin, Gave My Credit Card Information For Payment And So Far Only Received An Email Saying That They Will Contact Me Again When The Order Has Been Processed.

Well It Has Almost Been A Week And I Guess My Order Still Has Not Been Processed? As I Have Not Received Any Other Correspondence From Pangolin?

Here I Go Again, Bad Service Once You Have Paid?
Maybe Pangolin And Phoenix Have The Same Support Team.... Hehehe!

What Should I Do..?

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Here I Go Again, Bad Service Once You Have Paid?

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Don't count on it. The service from Pangolin is top notch. Sometimes they do seem to get busy and an email may go unanswered for a day or so. But you can rest assured that if you paid, you will have a top quality product on the way with outstanding service. Plus a large enough customer base that most folks around here could probably answer any question you may have. I'm not affiliated with Pangolin in any way other than I buy thier products and have been a big fan of thier work since 1994...

David

I have not dealt with Pango or used their products but their reputation is second to none. If you get no service/bad service I would be amazed.
The fact that Bill Benner - Mr Pangolin - is an active member here is a great thing - the fact that he takes out a lot of time to answer in great detail any posts he comments on speaks volumes of his commitment not only to the industry but to our sector in particular.
I would put my house on this being resolved with a happy outcome.

Rob

Don't forget that Hayden Hale (another Pangolin employee) is also a member here. In fact, he was logged in earlier this morning.

Yeah, I'm with Rob and David. This will work out just fine. I have a lot of faith in Pangolin. They're probably just tied up with something at the office.

But Werner, if you're really concerned, just give the office a call. They've got a toll-free number on the Pangolin website. I'll bet that you'll feel better after you call them.

Adam

Great all you guys are positive about Pangolin, have any of you waited for a week for them to get back to you?

Not trying to be a nag, but what is acceptable service? In my book if a customer has to wait a week for me to get back to him or process his order I think I would have no customers....

werner1619:
Have you checked youre spamfolder??

As DZ said: The service from Pangolin is top notch!
I have ordered few of their products and allways get fast service from them.

Werner - I suggest picking up your phone and making a call

Cruch has a point. my email from pangolin ends up in the spam folder

Werner
I reckon they dont have any stock ...they didnt a few weeks ago , i think it does tell you the latest stock situations for all of their lines somewhere on their website , but when i ordered 2 recently i was told no stock for a few weeks so maybe thats why they have not got back to you as they aint in a position to charge your card yet.

As someone said , lift the phone and give them a quick call , they wont bite and my experiences of contact have always been positive.

All i can say it i it WILL be worth the wait , i just have not had time to fully evalute the FIVE pieces of software that you can have for this kit but today i delved into the LA studio softwares and was pretty amazed at how sophisticated and proffesional the softwares are and its all features galore ... i doscovered that one of the softwares has TEN built in shows ...jeex its worth it just for that !

Anyways give them a quick call

PAUL

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Originally Posted by werner1619

have any of you waited for a week for them to get back to you?

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Sometimes responses are within the hour and sometimes a few days or a week may pass if Bill is away on business or really up to his neck in something,

Give them a ring, I'm sure there's no real problem.

Remember, there are only, what, 4 or 5 people at Pangolin, if that. I'm actually impressed that Bill posts so much here. When I got my intro kit it took me about a week to talk to Bill and then get my kit. I think they make them, or have them made when the order comes in. Again, it took me a week and I went there and picked it up, no shipping at all. I will echo everyone elses suggestion and say give them a call. I'd even try now @ 3:40 am EST; Bill has been known to be at the office at this time of morning.

Hi Werner;

I'm not trying to be rude, but 5 different people have suggested that you simply call the office and ask them what happened... Have you called them yet? I think you'll find you'll get a much faster response over the telephone vs asking about it here on PhotonLexicon.

Adam

I have had a response from Pangolin and the package is on the way

Looking forward to it arriving, Although they took a week to respond they were kind enough to not charge me shipping cost and they used the shipping co that suited me the best!

They also explained that they were out of stock and thus the delayed action...

i am happy things are moving along again,
my reason for posting on PL is simple, you guys have beter contact with Pangolin and some of you even know the people personally, so I was hoping for a quicker response

werner

Quote:

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Originally Posted by werner1619

I have had a response from Pangolin and the package is on the way

Looking forward to it arriving, Although they took a week to respond they were kind enough to not charge me shipping cost and they used the shipping co that suited me the best!

They also explained that they were out of stock and thus the delayed action...

i am happy things are moving along again,
my reason for posting on PL is simple, you guys have beter contact with Pangolin and some of you even know the people personally, so I was hoping for a quicker response

werner

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You can never get any quicker than picking up the phone and calling yourself!
:)

Yes, waiting until 2 or 3h00 in the morning to make a call would be great fun............................................... .............................................

FWIW, mine took about 2 weeks, and they apparently stole one of Bills personal units to send it :p

Course, I've been hideously busy with other projects and haven't fired it up yet.

Werner;

Pangolin's offices are officially open from 10 am to 6 pm eastern time, but Bill Benner is often in the office much later than that. (As are some of the other employees.)

Here's a quote from Pangolin.com:

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Office hours are nominally 10 am until 6 pm, Eastern (New York) time. However, please feel free to call us anytime you need assistance. We know laserists keep odd hours and we may be answering the phone later than 6 pm.

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This is why everyone was suggesting that you pick up the phone and make a free call to their office. There's no need for you to wake up at 2 am to call, because there is usually someone there to answer the phone, even at odd hours.

In fact, though I don't remember your location, the times that you've been active here suggest that you're in Europe... So that's 5-7 hours ahead of the time in Orlando, Florida. You could have called at the end of your day and been able to reach them just before lunchtime during normal hours...

Adam

Buffo,

No i am in South Africa.

Thank you for all your insight and willingness to help, But as I have posted already, I have resolved the issue, so please relax...

Werner;

I'm glad you got it sorted. And I apologize for my militant defense of Pangolin's customer service. :o But you sort of stepped on a nerve when you said things like "Here I Go Again, Bad Service Once You Have Paid?" and "In my book if a customer has to wait a week for me to get back to him or process his order I think I would have no customers...." :mad: I guess it just went downhill from there.:rolleyes: I accept the blame for that.

But you've got to admit that your comment about staying up until 2 am in order to call them was completely bogus. :p You are either 6 or 7 hours ahead of their time - no more. (You are GMT +1 or +2, they are GMT -5)

Furthermore, looking at your post times I see that most of them are within normal business hours for Pangolin. :confused: So it wouldn't have been any trouble to call them one day while you were posting to PL. It sounded like you were just making excuses, and it got under my skin. (Must have forgotten to drink my second cup of coffee that morning!):D

That's what sort of got me going... You were implying that Pangolin was screwing you over and before you even called them to ask for their side of the story you started talking about it here in the forums. That bothered me, because Pangolin has done some ;) really good things;) , both for me personally and for the community as a whole, and it didn't seem fair to them. Then too, several people were telling you to just call them, yet you expected one of us to contact them for you instead. Yes, Bill is friends with people here, but none of us actually work for Pangolin. It would be inapropriate for one of us to intervene on your behalf until you had already exhausted all other options.

Bottom line - I think everyone deserves a fair shake, and I thought you were denying it to them. And then I over-reacted.:o

But I apologize for sounding like some damn forum police. We don't have moderators, so I've got no business bashing you. I probably shouldn't have jumped on you so hard. :o Sorry.:o But it's something I feel pretty strong about. I'll defend a good supplier just as hard as I'll slam a supplier that tries to scam me.:D

And I *am* glad that you got your issue worked out to your satisfaction. I hope you'll soon be posting about how you're using your new controller.

Anyway, no hard feelings pal...:)

Adam

Hi Werner,

Just a few quick notes.

First, we don't charge anyone's credit card until we actually ship. So, lets say for the sake of conversation that we run out of a particular piece of gear (which does happen from time to time). Well, we would not charge a credit card until the day we have it packaged and ready to ship.

Second, in early June we hired a new assistant to help out with answering emails, filing papers, processing orders, processing payments and the like. Well... lets just say that after a month, she is no longer with Pangolin... It could be that your order was somehow lost in the mix during that time.

Third, you can send an email or call at any time during the day. Myself, and several other staffers at Pangolin are often available at what others would call "odd hours"...

I do appologize for the time you had to wait, especially apparently without contact. But I hope we can make the service up to you as time runs.

Best regards,

William Benner

Hi William,

I have received the packeage and i am glad to report all in good order!
Thank you for posting with DHL, makes a huge difference here in Africa

Your response time was resonable, just expected a confirmation, but no Problems in the end...

Will start to use the FB3 shortly, so thank you for the warm invitation

All the best
Werner