Hello.
 
I just now received an e-m from a customer for order # xxxxxxx -  Product ID: xxxxxxx  (ordered  today) who just noticed she made a spelling error of some sort in it and has asked me to try and fix it from my end before shipped tomorrow.  Is this possible?  I could send you the correct text from her note or place it here?    Thanks so much.  Lj  
 
p.s.  I have also sent this note along with the correction e-mail from the customer to Shaun's e-addy here since it has always been him I have noticed fixes this kinda stuff..  
 
Wish I could help her myself and do it right away before it goes to the printers out box.  

Hellooooooooooooooo!!!!

Hi LJ
Have you tried calling this #?
877-347-6784
It is the contact phone for GCU....good luck...am feeling your pain,
Linda
PS..rest assured, it has been my experience that GCU is very helpful concering these mishaps

Quote from Lj_135293 on Sep 21^st, 2010, 8:20am:

 
AMEN to that Lj!
 
Though I LOVE GCU...One of their 'growing pains' is the lack of response.  It does seem like more than 50% of our requests, suggestions, and concerns go completely unanswered or are seemingly ignored. You are not the first to have tried so desperately to get a hold of someone to correct an order...with 14 or more hours going by and no response.
 
I will make a suggestion to GCU, it was brought up weeks ago that there should be a Forum Section that is for Artists and GCU Staff ONLY...this is another good example of the need for that.  Another much needed section is ORDER ISSUES.  IF you had such a section, both customers and artists could post problems with an order.  GCU would be able to look at this section frequently and provide EMERGENCY RESPONSE so that both the customers and the artists felt like someone out there would help them.
 
As it stands right now, because the support section is for everyone all of us artists tend to ramble on about issues and we chat with each other helping solve problems...very often about issues that have been discussed a hundred times since I joined...I think the 'ears' of the GCU staff tune out much of this thread.  And, I understand that, HOWEVER...
 
There is nothing worse in customer service, aside from nasty people LOL, than giving the impression to customers that there IS NO customer service.  At the VERY LEAST, give the customer the option to CANCEL an order on their own and then go change it and place a new order.

LJ, I'm sorry for not getting to this sooner.  You contacted us after our business hours and we were not able to make a change to the card in time as the card shipped out early this morning.  
 
Please keep in mind that we are a small company and don't have the resources to offer 24 hour support although, we do provide phone support from 8AM to about 7PM Monday through Friday.  We try to minimize these types of issues by asking customers to carefully review the text that they have entered in their cards and even require them to check a box indicating that they have proof read their cards.  
 
We're reaching out to the customer to see if we can do anything to help.  
 
BTW, I did not receive an email from you, did you send it to shaun@bigdates.com?  
 

Sorry for the delay Shaun.  I own a small N.E. franchise &  had to attend to that for awhile this morning in between things here.
 
I wrote yesterday to the following person>
  
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So sorry if that is not you.  I thought it was.  
 
Also..  I guess it was my misunderstanding that with GCU being that this is a 24/7 W.W.W. POD site..  I just assumed that it did not have regular hours per say but more versatile hours or formats in place to address the 24/7 W.W.W. stuff that will most likely occur from time to time.   My error.   I will go post on my home page the need for customers to be aware of that now and do my best to make them aware they can not make errors certain times of the day or night - weekends etc & get them fixed.   I never gave that part here much thought before.  
 
Thanks for the heads up on it though.   Have a good day~  Lj
 
 

Quote from Lj_135293 on Sep 21^st, 2010, 11:59am:

 
Sorry, when you said you emailed me, I assumed that you had emailed me, not sent me a private message on the forum.

Hi LJ, sorry for your panic through the night.    
 
For urgent order specific questions/issues please do NOT use the forum.  The forum is intended for our general artist community and checked within a 24 hour period.  
 
Any order specific matters should be directed our Customer Support team.  This is something that the shopper can do as well for the quickest resolution via:
 
Email - Contact Us link in our site footer
Phone - toll free 877-347-6784
Live Chat - displays on the site when available
 
Our Customer Support hours are:
8:00am - 6:00pm PST
 
It's also a bit risky to email Shaun or me directly in case we're out of the office for the day or longer, if we're lucky
 
As Shaun posted we do not have 24 hour, around the clock customer support.   We will be detailing these hours on the site to be more clear for artists and shoppers.