I'm normally very understanding of supply chain issues and overhead.
Not this time.
Pixel Brothers is the proud owners of 8 full Smart Trac consoles from TBC Consoles. We have placed an order for an additional desk and are about to order one more. These are not your normal consoles - they have motors that allow you to change the height of the desk on the fly. Each full unit costs about $3000.00. That's right, we've purchased a total of about $27,000 worth of furniture from this company.
They have possibly the worst customer service I have ever experienced from a company in this industry. They keep NOTHING in stock. It takes anywhere from 2-4 weeks to get a completed unit from them. I asked them repeatedly to advance our order to get it shipped out sooner. Thay have basically ignored those requests, so the desk I ordered in December will not arrive until next week towards the end of the week.
Anticipating the need for the final 10th desk unit, I asked our supplier to contact them and see if they could start working on the desk now. Knowing full well that we have never not paid - and have a significant track record (8 other orders) - they declined. No options - no express charge - just a flat out no.
This is the kind of inflexibility that will lose customers. In fact they have. My number one priority at NAB this year will be locating another console manufacturer.
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