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Order/Stock/Support Status [Last Updated: 11th August 2020]

Posted on 24th Jul 2020 @ 5:05:05 PM

Following an extended period of varying restrictions and numerous pressures placed on us as parents and individual commnuity members, we're now reaching a point where Covid-19 is still an active consideration but additional factors (such as Brex*t) are now pushing to the fore. As a result we're restarting this status thread to encompass all factors and give a basic summary of what that means for our service, products and, of course, customers orders.

 

Update: August 11th 2020 @ 23:20 GMT+1

I (Martin) am now back from holiday but our other team member has sprained her ankle and once recovered will also be supporting family for a number of weeks so we're very short staffed with a crew of just me/Martin.

  • Orders will continue to be shipped on Monday & Thursday only
  • Support tickets are currently being worked through and I hope to get caught up in the next 24 hours.
  • The phone is being answered when possible. Backlog of voicemails needs to be addressed though.
  • Manufacturing is ongoing with a very LONG list of products to remanufacture

So, it's busy... VERY busy, but I'm working hard to keep up with orders and queries. I'm particularly focused on setting up some new equipment which should speed up a number of the processes, particularly cartridge remanufacturing and ink bottling/labelling although it's taking a bit of experimentation and time to get things tuned properly so that they work.

 

 

Update: August 5th 2020 @ 23:15 GMT+1

Orders are being shipped as per Monday & Thursday schedule with support tickets answered within 48 hours.
Some more detailed pre-sales queries are queued for a proper response due to the time required to respond properly.

 

Update: August 3rd 2020 @ 10:40 GMT+1

Minor confusion when family pointed out it wasn't a bank holiday today (Monday 3rd) so orders are being dispatched today as normal. Luckily the other team member just shoved me out the door to take time off.. It may have been required.

 

Update: July 30th 2020 @ 21:55 GMT+1

Martin (the boss, support contact and general jack-of-all-OctoInkjet) is on holiday from end of Friday July 31st to August 9th. As such all but essential queries will likely be delayed to allow for rest and recurperation.

Orders will be dispatched on Monday and Thursday as per the "normal" schedule established over the last few months.

We're also expecting other team members to be taking holiday and/or family time to support relatives later in the summer, so some aspects of manufacture and dispatch are likely to be further affected until late August. Thankfully our stock levels and pre-planning are paying off, so we should be able to resolve most customer requirements.

 

 

Update: July 24th 2020 @ 16:33 GMT+1

We have decided to maintain our current Monday and Thursday only shipping schedule until at least September 7th. This will allow us to be, well, "parents" while enjoying some much needed holiday time over the coming weeks. We are anticipating some weeks when shipping will be limited to just one day a week but we will do our best to determine these in advance to give plenty of notice.

Manufacturing efforts have been continuing with considerable effort and resources being put into increasing our production efficiency to maximise the available labour hours/resources 

 

Summary: January - July 24th 2020

Just to provide context to whatever the "current" status is (above)...

...it's important to note something that may not have been apparent. Since January of this year, we have been absolutely swamped with orders, queries, support requests and some of our products have seen such increased demand that we couldn't anticipate stock needs properly, nor keep up effectively. In many respects, the need to lockdown and reduce shipping to just 2 days a week, actually made it easier for us to regroup and adjust to the increased demand. A huge amount of effort has gone into re-thinking our processes and investment has been made to re-tool and re-organise things to resolve most of the issues causing us problems.

At the same time, despite only shipping twice a week, we've been working flat out. Whether we've been home looking after children, staying up till all hours to answer emails or sitting at a workbench processing cartridgs, making Printer Pottys, ordering stock, fighting accounting packages or staring blankly into the third cold cup of tea in 10 hours, it feels like we have not stopped, and frankly, we're exhausted. 

That said, our customers have been absolutely amazing, displaying patience, kindness and a willingness to forgive when mistakes were made. So, in no small measure I do need to say thank-you for all those who've experienced our service and products over the last 5 months.

So, sales pitch aside, what I'm leading up to is that during July and August we will be taking some desperately needed holiday time (such as it is) during this, the strangest of Summer holidays, and yes our services will be affected as a result. Specifics will be available on this thread (see top).

 

Key Dates:

  • July 31st to 9th... Support will be email only. Orders should ship on Monday 3rd and Thursday 6th