W. Alan Davis, owner of Silver Bullet Comics, dropped me a note in regards to my earlier post on the site being down and customers complaining about their orders not being filled:
Alan here, owner of Silver Bullet Comics.
Was given the heads up you ran a post on us.
Of course, you had to do it on a day when our hosting company’s scheduled backup power test somehow corrupted our PHP software on the server, leaving our site down and me on the phone with multiple levels of tech support at Media Temple, but coincidence seems to be my middle name. Site should be back up soon, though hours after promised… but isnt that tech support for you.
It’s easy for a couple of people to say annonimously that their order didnt fill… last time your site had posts on this, in talk back, it was spearheaded by a 17 year old who misread the details of his order. It happens. The internet is a great big place to vent frustration without having to supply fact. Fact is though, I’ll be honest with you that we are behind where we like to be, considering the move from store to warehouse did create it’s own hickups and problems (ever move 3200 sq ft of store then try to find where you put anything?). However, as has been the case, every order will be taken care of…even if a few require patience. We’ve been doing this for years, and even with a 98% success rate – better than UPS – that means 2 in 100 are going to require special help. With the move, people returning to school, etc., this month has been dificult to stay up with… but find any business without complaints. Our goal is satisfaction, even if a few people are frustrated at first, we’ve never had a customer complain about our product and meticulous shipping once it arrived. We may not be the fastest everytime, but we try to be the best shipper – that’s our goal.
Adding to the problem of people who need additonal help, though, is the fact that our mail server has major issues (I personally get 4K+ emails a DAY), making us install Terminatior-like spam filters. People wonder why I dont reply to emails, and they’re sending them from DrLoveSexy@Hotmail.com with no subject, lol. We’re installing a live help desk and support queue from earlier suggestions, but nothing in Tech gets done at the speed we like. For now, we have our forums – well, not RIGHT NOW… server issue, remember… but in a second – where people can PM me and see when I get the message and reply. Temp solution but best we can do on short notice.
As for other issues people had with us closing the shop, I remind everyone that there are people behind that decision, and after 9 years of running stores, it was not a decision taken lightly. There were things behind it. I don’t expect anyone not in my family, knowing what reasons went into it, to second-guess their own theories or make judgments of what THEY would have done… it was what had to happen for me and my family because of the issues at hand. After 9 years, I’m not who I was when I started, and my 2 kids born since opening made decisions 9 years ago different than those last month. After 9 years making the industry better and giving everything to it (even helping fund this site when it was first getting its legs), I think making decisions now that are best for my family is far from selfish.
That said, while SBC and I are both taking some bumps now from transition, rest assured all customers needing assistance will be handled with the utmost importance, just as all the hundreds weekly not having issues are, and things will get smoother from here as we all adjust to our new roles, personally and professionally.
I also agree with you that we should not be confused with Silver Bullet Comics the news site (which we are… have you read all of our great content and excusive interviews?), as we own the trademark to the name, as seen here:
Anyone else using that name is violating our Trademark, so please do not refer to others as such, regardless of the confusion of our brand they infringe upon. While they do not make it clear that they are violating our trademark, referring to them by it as you do in your post further muddys the waters. Thanks.