Dear Customer
We would like to update you in relation to our current support situation and how we are dealing with our existing backlog of orders.
Firstly, we sincerely appreciate all the patience you are giving the team and hope you stick with us until we can resume normal service.
Since the Coronavirus outbreak we have seen a large increase in demand for our systems and due to this our support services have been stretched significantly. Due to this increase in demand it has been a challenging time, but we are working as hard as possible to clear our backlog and ensure that e-mails, webmails and phone calls are taken and appropriately responded to.
Right now, our e-mail response times have fallen far behind our usual target time but we are working hard to clear the backlog and respond to your queries. If you require immediate support it would be best to contact our support services by phone. The issue here is that our call times are also far longer than usual but rest assured we are working to reduce the wait times and give you the attention that you require.
If you are looking for email support, response times may not improve for another 2 weeks so please aim to avoid duplicates throughout this time as this will help us to recover our position. If an e-mail has been sent, it will be answered but will simply take longer than usual.
Our production team has also lost some ground over the Xmas period as orders have remained strong throughout, while production has been closed for bank holidays. Our focus is to catch up as quickly as possible to reduce our lead times while also ensuring the safety of our staff. The current time frame for most orders from order to dispatch is 4 weeks.
Please note - all NVIDIA 3000 orders and AMD 5000 orders are exempt from our automatic update system due to the shortage of these components and their unknown availability.
There is a global shortage on these products and we are pushing on a daily basis to secure as much stock as possible. We respect that some customers are confused about their position in the queue and how long they are expected to wait. It is difficult for us to provide an ETA as we have little visibility on how much stock we will receive until it is made available to us, as weekly allocations can vary between 0 units to hundreds, if pockets of stock free up. Due to this we are unable to provide an accurate ETA on these products but can assure you that all orders will be fulfilled by order date.
We plan to update customers directly regarding specific product shortages in further detail in the coming days.
We would like to thank you all for your patience and understanding of the current situation and the challenges that we are facing. It is a difficult time that has required a number of new processes as our support team gets used to working from a home environment. We are seeking new staff for all departments to improve on our current service level.
If you have recently placed an order with us we apologise for this drop in our usual standards and will do all we can to improve our position promptly. We value and appreciate your custom.
Take care and have a fantastic 2021.
We would like to update you in relation to our current support situation and how we are dealing with our existing backlog of orders.
Firstly, we sincerely appreciate all the patience you are giving the team and hope you stick with us until we can resume normal service.
Since the Coronavirus outbreak we have seen a large increase in demand for our systems and due to this our support services have been stretched significantly. Due to this increase in demand it has been a challenging time, but we are working as hard as possible to clear our backlog and ensure that e-mails, webmails and phone calls are taken and appropriately responded to.
Right now, our e-mail response times have fallen far behind our usual target time but we are working hard to clear the backlog and respond to your queries. If you require immediate support it would be best to contact our support services by phone. The issue here is that our call times are also far longer than usual but rest assured we are working to reduce the wait times and give you the attention that you require.
If you are looking for email support, response times may not improve for another 2 weeks so please aim to avoid duplicates throughout this time as this will help us to recover our position. If an e-mail has been sent, it will be answered but will simply take longer than usual.
Our production team has also lost some ground over the Xmas period as orders have remained strong throughout, while production has been closed for bank holidays. Our focus is to catch up as quickly as possible to reduce our lead times while also ensuring the safety of our staff. The current time frame for most orders from order to dispatch is 4 weeks.
Please note - all NVIDIA 3000 orders and AMD 5000 orders are exempt from our automatic update system due to the shortage of these components and their unknown availability.
There is a global shortage on these products and we are pushing on a daily basis to secure as much stock as possible. We respect that some customers are confused about their position in the queue and how long they are expected to wait. It is difficult for us to provide an ETA as we have little visibility on how much stock we will receive until it is made available to us, as weekly allocations can vary between 0 units to hundreds, if pockets of stock free up. Due to this we are unable to provide an accurate ETA on these products but can assure you that all orders will be fulfilled by order date.
We plan to update customers directly regarding specific product shortages in further detail in the coming days.
We would like to thank you all for your patience and understanding of the current situation and the challenges that we are facing. It is a difficult time that has required a number of new processes as our support team gets used to working from a home environment. We are seeking new staff for all departments to improve on our current service level.
If you have recently placed an order with us we apologise for this drop in our usual standards and will do all we can to improve our position promptly. We value and appreciate your custom.
Take care and have a fantastic 2021.
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