Being this is a "Where to buy / Not to buy", I suppose it's warranted for any future TRS / Retrofit shoppers.
My first contact on Thursday the 6th was simply to get information on the tracking number. I had paid for 2 day priority mail and it was marked shipped, stating electronic information received going on 3 days at that point. I was working also and didn't have the time to put into a phone call and I get off at 5pm which is also when they close. My response was that they were getting a container in that day, the box and label was already set up, hence the tracking status, and it should be out that day (the 6th). I thought that was an appropriate response, I don't think the guy personally packing the order could have given me much more than that. The name I didn't catch, that was my fault, I'm usually way better at these thing for later reference.
My second contact on Monday the 10th I get a guy on the phone, I want to say his name started with an O, like Oscar or some crap, again I dropped the ball there. He was a customer service rep and ensure me the box DID go out and that USPS had messed up the tracking on several of their orders that went out. The orders would be delivered no later than that day, or Tuesday the 11th. I guess this is the point I should have gone over his head, but I didn't and that was my mistake, because he obviously had no idea that the box was sitting in the same building he was giving me a crap answer from.
Tuesday I got an email from TRS stating "Order Complete" as I was heading home from work (5:15 ish) and didn't read it at that moment while I was driving, just saw the subject pop up on the screen. I was relieved a little thinking this meant delivered, everything was done. Parked, checked the email and no, that wasn't the case. The order was "Order being held due to back-order of one or more items." I did what most consumers do in this case and started swearing and having fake conversations with myself where I punch the guy in the face with words. Instead I sent an email because it was 5:45pm at that point, explaining my contact experience at that point and the misinformation given and requested a status update on the order.
I spoke to a Jamielle in Customer Service who physically checked on the order and those involved, which I failed to get any names, this was an important step I missed a few times now. She told me the ocular shrouds that I ordered were on back order. Everything else in the order was fine. *I ordered the kit in a "square" setup and only two shrouds are available for it, I thought the gatling guns looked too busy for a projector.* I mentioned I'd wait if the time wasn't going to be extensive. She told me it would be around Wednesday.
I'll wait until Wednesday and call again and look for the guy packing the order and speak with him directly if possible and get the entire story / update.
Lesson to be learned, listen to Lethal6 and talk to the people that matter.
My first contact on Thursday the 6th was simply to get information on the tracking number. I had paid for 2 day priority mail and it was marked shipped, stating electronic information received going on 3 days at that point. I was working also and didn't have the time to put into a phone call and I get off at 5pm which is also when they close. My response was that they were getting a container in that day, the box and label was already set up, hence the tracking status, and it should be out that day (the 6th). I thought that was an appropriate response, I don't think the guy personally packing the order could have given me much more than that. The name I didn't catch, that was my fault, I'm usually way better at these thing for later reference.
My second contact on Monday the 10th I get a guy on the phone, I want to say his name started with an O, like Oscar or some crap, again I dropped the ball there. He was a customer service rep and ensure me the box DID go out and that USPS had messed up the tracking on several of their orders that went out. The orders would be delivered no later than that day, or Tuesday the 11th. I guess this is the point I should have gone over his head, but I didn't and that was my mistake, because he obviously had no idea that the box was sitting in the same building he was giving me a crap answer from.
Tuesday I got an email from TRS stating "Order Complete" as I was heading home from work (5:15 ish) and didn't read it at that moment while I was driving, just saw the subject pop up on the screen. I was relieved a little thinking this meant delivered, everything was done. Parked, checked the email and no, that wasn't the case. The order was "Order being held due to back-order of one or more items." I did what most consumers do in this case and started swearing and having fake conversations with myself where I punch the guy in the face with words. Instead I sent an email because it was 5:45pm at that point, explaining my contact experience at that point and the misinformation given and requested a status update on the order.
I spoke to a Jamielle in Customer Service who physically checked on the order and those involved, which I failed to get any names, this was an important step I missed a few times now. She told me the ocular shrouds that I ordered were on back order. Everything else in the order was fine. *I ordered the kit in a "square" setup and only two shrouds are available for it, I thought the gatling guns looked too busy for a projector.* I mentioned I'd wait if the time wasn't going to be extensive. She told me it would be around Wednesday.
I'll wait until Wednesday and call again and look for the guy packing the order and speak with him directly if possible and get the entire story / update.
Lesson to be learned, listen to Lethal6 and talk to the people that matter.
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