So i'm not the only person having trouble with CORSEC!!!

I put an order in for a gaming mat back in January, after waiting the 3-4 weeks it would take to produce the mat i chase them up with an e-mail.

I get the laser blowing a power supply story and something wrong with their IT systems and that they will get onto the order.

Late Feb i chase the order up again as i had not had confirmation of shipping, i get told that it will be printing soon. Now correct me if i'm wrong but as the mats are made off site i'm pretty sure their power problems wont effect this.... The IT problem i csn understand..

i wait 5 weeks as it take 3-4 to produce, then i chase up the order again - no response. I wait another week, send another e-mail, still waiting on a response!

All up it's been a very disappointing experience and if i could get decent game mat from elsewhere i would. Thanks for starting this topic you have inspired me to send the Sh!t-o-gram i have been holding off on.

So i'm not the only person having trouble with CORSEC!!!

I put an order in for a gaming mat back in January, after waiting the 3-4 weeks it would take to produce the mat i chase them up with an e-mail.

I get the laser blowing a power supply story and something wrong with their IT systems and that they will get onto the order.

Late Feb i chase the order up again as i had not had confirmation of shipping, i get told that it will be printing soon. Now correct me if i'm wrong but as the mats are made off site i'm pretty sure their power problems wont effect this.... The IT problem i csn understand..

i wait 5 weeks as it take 3-4 to produce, then i chase up the order again - no response. I wait another week, send another e-mail, still waiting on a response!

All up it's been a very disappointing experience and if i could get decent game mat from elsewhere i would. Thanks for starting this topic you have inspired me to send the ****-o-gram i have been holding off on.

Gale Force 9 (GF9) have quality 36"x36" gaming mats. I bought one from a LGS, but they are hard to find in person.

Applied Perspective also has really good 36" x 36" gaming mats too. Really Adam has everything covered that FFG doesn't sell directly.

@Bhunter46 you know 40 days is quite long for shipping things, i live in Quebec and my Cog O' Two order took a whole 2 days to arrive from the day i got a shipped email.

Yes I guess it is a long time. :-)

I don't have much experience ordering from small companies. I guess I just assumed it was going to take a long time, so I put it out of my mind, knowing it would get here one day.

Plus the time flew by for me since I've been so busy lately, and I also bought into the Star Wars living card game earlier this month. I figured it would distract me while I wait for all the cool x wing stuff coming in the next few months. :-)

Anyways, I won't be ordering from CorSec again.

I sent my e-mail off and got a reply within 30 mins or so... the order for the gaming mat is going to be put through again, implying that the last one has gone... i'm guessing this means i will have to wait for another 3-4 weeks...

With reference to Cog 'o' Two, I live in New Zealand and had confirmation of the order and that it was shipped off within 24 hours. The order got to me in under a week. I fully recommend their service and in my opinion they have some of the more better looking tokens.

For what it's worth, I ordered one of their mats back around Thanksgiving - while the delivery wasn't fast, they did get it to me before Christmas (which is what their website had promised) and it was/is the quality product I expected. Can't defend their current (mis)conduct, but wanted to mention my experience as a relevant data point.

I must have special internetz mojo then because I have made multiple orders with both Hotz and Coresec and nevra problem with either. And yes, my templates and rulers are Coresec. I love the small and large ship fire arc templates also.

For what it's worth, I ordered one of their mats back around Thanksgiving - while the delivery wasn't fast, they did get it to me before Christmas (which is what their website had promised) and it was/is the quality product I expected. Can't defend their current (mis)conduct, but wanted to mention my experience as a relevant data point.

The quality of the mat is why I'm holding out for the fabric mat, i've not seen a decent one anywhere else. I ordered the large mat with two 36"x36" squares on it so i can run two games or a large scale game (when the transport and the Tantive arrive).

Are you able to display some photo's of the mat please.

I ordered 2 sets of Corsec range rulers and templates through Wayland Games here in the UK. After 3 months waiting I cancelled the order and went with Cog o 2. The items arrived within 3 days and I'm very happy with them. Placed a second order for their premium set of tokens. I even asked if they would swap the orange ion tokens for the blue which they did. Fist class service.

I hasten to add it was no fault of Wayland games. Their customer service was first class.

Applied Perspectives gets my business every time. Easy ordering, great communication, shipped on time with no errors.

Jim

I agree: I've gotten all my acrylics from them, and was extremely satisfied. The products are of fantastic quality, and their customer service was great. One of my movement templates was a rather noticeable scratch in it, and they were happy to replace it free of charge. I do wish they had shield tokens that appealed to me a bit more...But everything else, I'll be getting from AP

So now I've got range rulers, target locks, focus tokens, evade tokens, and a full set of movement templates from them, and they all look great. I could take or leave the TL's, but that's a design thing. They work very well.

So I hesitate to step in here but I feel like I need to. Yes our customer service has been HORRIBLE for the past 3+ months. It's a problem that I'm trying to fix. Everything mentioned here is unexeptiably by our standards. I hate to just make excuses but its been the hardest few months of the entire span of the company. Over $1200 in laser cutter repairs alone last month. With multiple quality issues on the replacement parts. 2 laser tubes, 3 power supply, and few other minor parts later. The laser is up and running full speed again. It hit at the worst time. We had a very busy season leading up to Christmas and a typical higher volume of omni-stands for January. This caused some delays but we got caught up going into Feburary and then the laser started acting up. I know people are frustrated and I am very frustrated with the situation. Most of the miscommunication was because I would run several files and get an email about an order. I'd plan to run a small file to complete the order but then the laser would break down for 2-5 days. This happened over and over again with no more then 2-3 days of full opperation for over 8 weeks. We did miss a lot of emails or things were not flagged correctly in order to get replacement. Unfortunently, I can't keep up with the stream of emails while I'm elbow deep in the laser cutter or arguing with suppliers because their power supply dropped off for no reason.

That said, We are still not caught up but are working through the orders as fast as we can. If your missing components or had issues with something then please email us again. I'll do my best to rectify the situation as quickly as possible.

Thank you for your patience and we are putting things in place so this never happens again.

Jonathan Bowen

CorSec Engineering

No offense, Mr. Bowen, but there is literally NOTHING you will ever do to earn my business ever again or make me reconsider advising against purchasing with you. The fact that you would rather post here than answer people's emails and ask for people like me to email you yet AGAIN (this would be at least six emails that you have lost/not flagged/ignored/whatever excuse you are making up this week that have not gotten me the balance of my order in over 6 weeks) is frankly unacceptable and points towards an attempt to get more people sucked into placing orders they will never receive. You still haven't completed my order or responded to my last few emails, so I find this post a bit ridiculous, distasteful, and insulting, frankly.

I'm working through my emails now. This is the first night I have had a chance to and this was part of that process as a customer emailed about this thread. I will get to your email as soon as possible and resolve the issue. That is the reason for this post. If you emailed me again then I'd resolve it tonight. Otherwise I have to keep digging through a few thousand emails over the last few weeks to find the ones I missed and reply to them as I can.

"Thousands" of unreviewed emails fills me with confidence that another will quickly be resolved after 6 weeks along with the others. Mine should be simple: it's one that was escalated to a PayPal claim. I am only looking for a refund for the balance of the order so I can take my business to your competitors.

I'm working through my emails now. This is the first night I have had a chance to and this was part of that process as a customer emailed about this thread. I will get to your email as soon as possible and resolve the issue. That is the reason for this post. If you emailed me again then I'd resolve it tonight. Otherwise I have to keep digging through a few thousand emails over the last few weeks to find the ones I missed and reply to them as I can.

You know, there are some things you reveal to your consumer base out of good faith, and there are some things you don't. Acknowledging that you're a few thousand emails behind more than validates everyone's concerns here. I really do hope you get your act together, but customer service should have been your number one priority from the very beginning - not after this thread threatened your credibility. Unless your computer also suffered some kind of conspicuous power outage, there's really no reason to have ignored those emails for so long.

At least he's trying to make it right. You don't have to come back to him, but how hard is it to re-email him to at least expedite your refund?

We get about 200 emails a day. About 2-10 are from customers the rest are stuff like shipping confirmation or communications from suppliers. So yes I have a few thousand emails to dig through but only a few are from customers.

Your escalation to claim status prevents me from refunding the amount for just the missing template. So I have gone ahead and authorized a refund of the entire order.

We get about 200 emails a day. About 2-10 are from customers the rest are stuff like shipping confirmation or communications from suppliers. So yes I have a few thousand emails to dig through but only a few are from customers.

Your escalation to claim status prevents me from refunding the amount for just the missing template. So I have gone ahead and authorized a refund of the entire order.

I can appreciate that you've taken an interest in addressing these issues publicly, but do you see things from our perspective? Do you understand how your last post can be construed to mean "we don't value our customers enough to regularly sift through all of those emails just to find a few complaints"?

We get about 200 emails a day. About 2-10 are from customers the rest are stuff like shipping confirmation or communications from suppliers. So yes I have a few thousand emails to dig through but only a few are from customers.

Your escalation to claim status prevents me from refunding the amount for just the missing template. So I have gone ahead and authorized a refund of the entire order.

I can sympathize with technical issues, to a point. That point ends when the issue is compounded by negligent customer service and poor, or no, communication. When your business hits a snag that will delay production it is encumbent on you to proactively let those who have contracted you know you are unable to meet your obligation.

If I failed to deliver on my commitments, hardware software or whatever issues I would be out of a job and rightly so.

Speaking here helps, almost. You need to do a lot more owning of the issue and apologizing and a lot less equivocating and dissembling. You should also put a banner on your web page and order screen so folks know you are running behind. Then work some serious OT and get your contact system sorted.

Otherwise this will continue to snowball.

The issue is that I work serious overtime every day. 16+ hours a day 7 days a week. These issues are the most important thing to me. I can't put a banner on the site and answer a bunch of emails when I'm working on a laser cutter all day. We did post messages to our social media accounts explaining the situations. I understand that there has beeen frustration and it has been building for some time but we have had 8 weeks+ of limited or no production with the laser. It is now running almost full time and we are working to catch up. We will be bringing on more employees to reduce the workload and allow situations like this to be handled better. During the short periods spent waiting on parts we felt it was more important to make omni-stand and other products that were needed to fill the orders so that once the laser was back online then we could ship as fast as possible. This usually isn't the issue with one or two incidents but issues kept coming up over and over again. We are working very hard to rectify the situation now.

The issue is that I work serious overtime every day. 16+ hours a day 7 days a week. These issues are the most important thing to me. I can't put a banner on the site and answer a bunch of emails when I'm working on a laser cutter all day.

Jonathan,

I think the only part of my post you got was the OT bit. I find it hard to believe you have multiple weeks of 16 hour days working on fixing the laser. That is the kind of time I would expect you to spend scratch building it. Statements like that look defensive and don't help your credibility.

You did a good thing by owning the problem on your first post. You mentioned the customer service that people have received is unacceptable.

What I am trying to tell you is that no news is no news and in the absence of information it is human nature to assume the worst. I don't doubt that you have been very frustrated. I am sure that you have worked hard to fix the laser. What I am trying to tell you is some of that time should have been spent on fixing communication problems too. Proactive communication would likely have prevented this thread.

Too late now, so your best move is to own the issues, stop seeking sympathy and make good on your commitments. Write, publish and enact a customer communication policy. You might even set a discount or credit of some kind for all those customers who have been waiting. Offer them first crack at some new product.

Read up on Tylenol, they had a product issue far worse than yours when some guy poisoned their children's medicine. Look up how they handled the PR after because those actions secured their brand name and market position from events that weren't their fault.

I have a tiny order for a couple of acrylic bases for my senator's shuttle. Should I start looking elsewhere now?

At least you are hearing from the owner who is trying to resolve things. That is a positive step.

You will never please 100% of the people, sometimes it sounds like Kickstarter around here with all the grumbling.

I am just here to report that CorSec refunded me my entire purchase price, so the matter is resolved on my end and I appreciate it finally being finished. I hope that everyone else with outstanding issues can likewise have them resolved and that CorSec can put this behind them and move on.