I sent out my email to two known addresses last night: The main one at startrek-ship[at]eaglemoss-service[dot]com and the US-specific one at startrek-shipus[at]eaglemoss-service[dot]com.
The former (startrek-ship[at]eaglemoss-service[dot]com) was the main UK branch, who said:
I've noticed, in the past couple of years, every time there is a hiccup in service like this, large or small, it always seems to coincide with some kind of internal organizational or logistical shake-up. It's either with a change in call centers or email addresses or a shift in the location of a data farm, and I think that's exactly what's going on here now, all over again. The change in charging names on our credit cards may be an additional indicator that they're switching banks or card carriers or who-knows-what under the hood.
In this case, I get the impression that perhaps the UK office, until recently, managed all the orders and logistics and whatever was in the US (and other countries outside the UK) were just shell warehouses that only did the shipping when told to do so by their UK parent front-office. I could be wrong, but we may be seeing the side-effects of a shift in logistical management to be less centralized through the UK office and more under the control of regional sub-offices. This could be a rather massively large change in their business model, bigger than anything that had come before, and we're catching some of the splash from it.
We always suspected that they may have gotten more demand than they could support based on previous infrastructure, so they've had to make adjustments on the fly, particularly when they expanded out to other countries. Somewhere along the way, wires get crossed and shipments get dropped. I'm honestly kind of reassured by all this because, yes, it's a temporary inconvenience, but history shows that they've always managed to pull through.
My only complaint would be that they don't seem to have learned that their customers are likely quite a patient and understanding lot, generally, and if we were only given some kind of brief explanation or warning that shipments may be delayed during this time of transition, we wouldn't be quite as apprehensive about our subscriptions. Communication is key and can go a long way to preserving a happy customer base. Other than that one gripe of mine, I've never felt that I've been shafted by them in any way.
I'll let you all know when I get a new response to my query. I was charged the full $39.90 back on September 3, not the single-price $19.95 that others here seem to be experiencing, so a single shipment of only #51 won't cut it with me, especially since I'm more interested in #52, the USS Centaur. And I would REALLY love to know what that extra $35 is for I saw come up yesterday.
The former (startrek-ship[at]eaglemoss-service[dot]com) was the main UK branch, who said:
The latter (startrek-shipus[at]eaglemoss-service[dot]com) provided some more detailed, and possibly pertinent, information:
I've sent an email to this new address and got an automated response back telling be that someone should get back to me within two days.
I've noticed, in the past couple of years, every time there is a hiccup in service like this, large or small, it always seems to coincide with some kind of internal organizational or logistical shake-up. It's either with a change in call centers or email addresses or a shift in the location of a data farm, and I think that's exactly what's going on here now, all over again. The change in charging names on our credit cards may be an additional indicator that they're switching banks or card carriers or who-knows-what under the hood.
In this case, I get the impression that perhaps the UK office, until recently, managed all the orders and logistics and whatever was in the US (and other countries outside the UK) were just shell warehouses that only did the shipping when told to do so by their UK parent front-office. I could be wrong, but we may be seeing the side-effects of a shift in logistical management to be less centralized through the UK office and more under the control of regional sub-offices. This could be a rather massively large change in their business model, bigger than anything that had come before, and we're catching some of the splash from it.
We always suspected that they may have gotten more demand than they could support based on previous infrastructure, so they've had to make adjustments on the fly, particularly when they expanded out to other countries. Somewhere along the way, wires get crossed and shipments get dropped. I'm honestly kind of reassured by all this because, yes, it's a temporary inconvenience, but history shows that they've always managed to pull through.
My only complaint would be that they don't seem to have learned that their customers are likely quite a patient and understanding lot, generally, and if we were only given some kind of brief explanation or warning that shipments may be delayed during this time of transition, we wouldn't be quite as apprehensive about our subscriptions. Communication is key and can go a long way to preserving a happy customer base. Other than that one gripe of mine, I've never felt that I've been shafted by them in any way.
I'll let you all know when I get a new response to my query. I was charged the full $39.90 back on September 3, not the single-price $19.95 that others here seem to be experiencing, so a single shipment of only #51 won't cut it with me, especially since I'm more interested in #52, the USS Centaur. And I would REALLY love to know what that extra $35 is for I saw come up yesterday.
