Friday, September 27, 2013

GG INFINITE: Email Issues

To customers that had emailed us at info@gginfinite.com & sales@gginfinite.com during these past few months and had not gotten a response, we would like to offer our sincerest apologies. We had been dealing with issues on our emails servers for the past few month, which is where we store our emails.

The email issue had recently been fixed, however, there were some emails sent from customers which we may not have received during the time the service was down. Therefore, we now have a significant backlog of emails to respond to, which we are currently doing our best to get to them all. 

Once again, we offer our sincerest apologies.  If you have not receive a response from us at this time, you may email us again at info@gginfinite.com, and we will reply to your email in the coming week. Another option, to get a faster response from us, is to private message us at our Gundam Guy Facebook Page (private messages only).

Thank you very much.


35 comments:

  1. I think this is pretty crazy that GG Infinite had a big issue like this that lasted for months. I mean something this bad lasting even a week would be very bad, but it lasted months.

    Although it's pretty bad that something like this happened, I think it's good that GG is trying to make the best of it and offering a sincere apology. I've personally encountered (not only through my suiton name) many people that have vented and discussed about their distaste and disappointment with GG as of late.

    And I get that people would've been furious. But this is a business and often technology can be a blessing and it can on those rare instances be a hindrance. I'm hoping that since this email issue is resolved that GG Infinite can quickly turn around and contact those who have sent in questions about orders.

    People have to realize that things like this happen, and when it does, most people would want like an explanation within a week. I don't know what happened since I don't work at GG Infinite, but things probably came up. I highly doubt that GG was just ignoring everyone. I'm pretty sure that he had good intentions and was trying his best to quickly resolve this issue and resume business as usual.

    Unfortunately, this instance has upset many people and they've told me via emails, chats, etc that I should stay away from GG Infinite because of bad customer service (supposed), and that this incident was proof. I just tell people that it's their hard earned money and they can choose where to give their business to, and if that happens to be GG Infinite, then that's good. If not, then that's good as well since it's their money.

    Personally, I'll continue to support GG Infinite regardless of this unfortunate event. I'm hoping that people can overlook this since you have to admit that GG is pretty much the biggest company that deals with GunPla for the North American region when before we only had like import stores, eBay, etc.

    At the very least, he's apologizing for this and I'm sure that they'll do something in the near future to compensate for this unfortunate incident. It's just part of doing retail business. Things happen.

    I've had multiple jobs in the past where I worked retail and the whole mentality of the customer always being right is quite incomplete. Most of the time, customers don't realize the back end of things on why things happen and use blind rage to vent their disappointment for a service not being given as expected, and this in turn leaves a very bad scar on the company's reputation.

    I've personally dealt with many, many upset customers because the store ran out of a certain product, they couldn't return something, another employee or a manager treated them bad, etc.

    We're all human, and humans are bound to make mistakes. The important thing is that we calmly assess the situation and not get so bent out shape over little things.

    If people take this situation and really decide to stop supporting GG Infinite, what do we have? We have pretty much nothing but import sites, or trying to find out favorite kits on eBay or Amazon...where prices are often overpriced. Sure there are other GunPla retailers online, but none of them really have as extensive offering of products.

    I know that I went on quite a bit. But my point is that things happen, and you have to learn to accept that these situations can happen and that it's more important to think about why it happened instead of just raging about it.

    I'm giving GG another chance. I'll keep supporting them. I hope you do the same too.

    Thanks.

    -- suiton629

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    1. Dude, you made many mistakes as well.

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    2. Oh god this is hilarious, did you hire suiton as your PR rep GG? Bad choice I'd say but at least I got a laugh out of it.

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    3. A wild suiton629 appears.

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    4. well suiton, sincerely, i remembered u to post a blog about how bad GGI was n u even tried to persuade ppl not to buy from GGI, n then u deleted it after 1 or 2 days, wat is all that about?

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    5. Lol Suiton, working as a cashier doesn't mean you automatically understand everything there is about the world of economics.

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    6. Hobby Link Japan has a massive selection of merchandise that costs what you'd pay in Japan. GG is great for finding online exclusives though. Anyway, suiton proves, yet again, that he doesn't know anything.

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  2. Is cool dudes... things happens. I didn't have any issue with my order.

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    1. @Anonymous September 26, 2013 at 4:39 PM
      Well apparently, enough people did to make GG feel like a public apology was necessary. Not many companies will do this and simply email the customers when they're ready to email them. GG is taking responsibility in being a good business and letting people know; albeit a little bit late (ehehe).

      I've never really had any issues with GG but a lot of people told me that they're not mad and canceled their orders. Some told me that they canceled their order and received their money back immediately. That seems to have made them more mad for some reason. LOL

      Again, I just tell people it's their money so they can choose where to spend it, when to spend, and how much.

      Personally, I think it's better to support companies like GG Infinite. It gives small businesses (well relative to huge companies like Amazon) profits, and those profits will spur the economy. That's good. A lot of people, for example, want GunPla, but they just don't like the idea of importing because of the extra waiting time, customs, etc. So even if GG's prices are a little bit more expensive than the Yen price being offered in like Japanese based stores, I think it's better since it's domestic orders, helping small businesses which is what actually boosts a country's economy (not the greedy bastard companies), and overall I like GG himself. He's a really cool guy to me and I like the company.

      -- suiton629

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    2. Small company or big, if they encounter this problem, they should inform their customers ASAP. And since they have e-mail issues, they should use other kinds of communication.

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    3. u could have tried contacted GG in Facebook, n yet since problem solved, rather leave it in past n email GG again, n its not necessary to listen to some ppl who literally nvr did anything in particular n yet suddenly pop up

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  3. Suiton = sweet ass kisser

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    1. @ Anonymous September 26, 2013 at 4:54 PM
      You can think what you want. Say what you want. But judging by this comment, I conclude a few things (based on assumption from the comment you wrote).

      a. you're another one of those typical trolls that stalk me like a fag muffin
      b. you're broke, have no job, don't go to school, and or have way too much time
      c. you most likely don't even buy from gg infinite
      d. you keep telling yourself to continue your journey of being the best keyboard warrior you can be

      -- suiton629

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    2. relax suiton, don't take him seriously (I mean the trolls).

      as for your long reply to GG, I suggest you should e-mail or pm GG privately, not openly on this thread. somehow I feel you're a bit show-off with that reply. :)
      but that's just me, I might be wrong thou..

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    3. And now suiton is back again, nope, he never left. You're now using your account again instead of going anonymous. (By the way, whether you comment anonymous or not, you're still recognizable, you're really a very predictable person).
      Not only you, suiton, is back, you're more egomaniac than before, now acting as unofficial PR and official asskisser of GG.
      Anon522 is wrong that you're a BIT show-off with your reply, you're really a BIG show-off.

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    4. suiton, you write an ass-kissing dissertation and have the nerve to say that someone else has too much time? I guess not building kits you've bought gives you tons of time to write love letters on a blog.

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  4. GG isn't the biggest vendor of Gunpla based on their order number compared to other retailers. Quit spouting bullshit without having hard data and then padding it with several paragraphs of the same message in a different manner.

    This is a severe issue that lasted months. Email servers going down for a few days is a disaster for any web based business but months? I'm glad they were able to respond to my complaint email about a VERY delayed order, in fact within hours, but there have been dozens of complaints about an email outage. Enough to warrant having to apologize for an inability to repair a crucial web based company needs to function and still with a backlog to get through.

    By the way don't spout spurring the economy "facts" since money spent on other small gunpla retailers is the same as spending it at GG or Amazon; it gets turned around and spent right back. Plus people who order from overseas get their orders faster than domestic who have to wait on their Japanese stop and for cheaper. Orders from Amiami and HLJ are cheaper to buy and ship and will get to the US weeks before US Retailers and that's a fact.

    I'll get my MG Strike Rouge Phoenix and will get here next week at $13 cheaper. Stop. Spouting. Bullshit.

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  5. I contacted them via facebook and got respond right the way. Just wanted to check on a pre-ordered, I think I will just message them facebook from this point forward to get a quick response.

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  6. Look at Shiton going for that sweet sponsorship of pristine, unopened, Gunpla Boxes... You go man! :D

    In all seriousness Shiton, from you huge-ass post i can conclude a few things as well (i guess i'll just take up your formatting, since it'll probably be easier for you) :

    a) You seem like you have quite some time on your hands as well if you go to the trouble of writing down something that could pass for an essay (in addiction to posting on you blog).
    b) You're doing a hell of a PR service for a company you don't work for (aka, you're fishing for freebies)
    c) Your "friends" that have contacted you about this suck, all i've seen is people slightly complain that they have been having issues with GG, not properly a pitchfork-and-torch angry mob (alas, nice exaggeration)
    d) Take the idea off your tiny brain that you have "haters" that are constantly "trolling" you. We don't troll you, we just really feel you're THAT damn obnoxious and it's extra-taxing that we have to put up with your incessant crap EVERYWHERE.
    e) You don't know what the hell you're talking about when it comes to retail so, kindly, don't make a bigger fool of yourself.
    f) The only point you're right about is - we'll spend our money wherever we damn want - Thank you, Captain Obvious, for clarifying that to us weaker-minded plebeians.

    That said - please go back to whatever cave you came from Shiton, no one asked for your uninformed opinion that brought absolutely nothing to this discussion.

    GG, thank you for your honesty, but if the issue were the servers you should have issued a warning earlier.
    And pardon my frankness with the individual cited previously.

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    1. Emphasis on Anon803's letter D on his comment. As for you, suiton629, a.k.a. Charles Kim, are you a celebrity who have issues with "bashers". WHO THE HELL DO YOU THINK YOU ARE to believe that we are spending time to troll you just for fun. In fact, your bullshit comments are really wasting our time. We are replying to you so that you'll understand the damage you have done and leave or even apologize and repent if you want. There may be others who criticize you so you'll get a hold of yourself and do good things from now on.

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  7. Oh boy, this was brought to my attention, and what can I say? My dear suiton. You are are an hypocrite and an ass kisser. You were the one who posted on your blog that GG was a liar and a traitor and he wouldn't get anything else from you: Unfortunately you deleted that post, so I cant link to it. If you deleted it because it was a mistake, then you shout do as you're spouting about here, and ask for an apology. Don't say I'm a liar, because many many ppl saw that post, I even linked to it on FB (that sure got a laugh from ppl ^^). You also posted pics complaining about a box you received that was mishandled. You are also the one who admitted that you bought something from someone on ebay, and since it took a little bit longer, you reported the seller, but ended up getting the goods anyway, and you seemed proud about what you did. You also posted this;

    http://inb4suiton.blogspot.pt/2013/07/tatsu-hobby-lied-to-me-and-is-trying-to.html

    Which is you doing exactly what you slag costumers for doing on your post here.

    This was a severe issue, and that's why GG addressed it, as he should. Don't try for one minute to sugar coat it. The only thing you're doing here is ass kissing. I'm positive that you asked him time and again for him to sponsor you, to which he first must have laughed his ass off, and then politely ignored or refused you.

    You are one of the biggest liars ever on this community (still waiting for proof of your built kits, you irc channel, your private forum, all these friends you talk to, I'm sure one of them could publicly vouch for. All of these friends who somehow didn't enter your contest, btw. Also, you lied about leaving social networking, which later was just YT, since you never left, you still commented under suiton username and admitted on your public blog that you were hiding under a different username. That's not being on a hiatus, that's being a coward). You are a sneaky presumptuous troll who, instead of manning up and facing ppl, goes around their back PMing ppl on YT for them to block ppl who so much as say anything that remotely offends poor suiton (all those ppl were my friends, btw, and they all told me you PMed them about these "haters", as you call them). You make endless lists on your blog revealing a huge ass list of all the blocked ppl on your channel. That's like these so called butthurt costumers you refer to here. You make a list of the ppl who hate you, and publish it, and you actually look proud of it! Pretty much all of these ppl have just one person on their blocked list on YT. Guess who? (hint: it's you). Could 70+ ppl actually be all of them wrong about you. Or perhaps, just perhaps, you're the one who's actually in the wrong.

    After all of this I just said, you have the nerve to come here and preach about the virtues of being a good costumer, of letting this very serious problem just slide cuz you feel like kissing GG's ass? What moral do you have? Who the fuck are you to spout and preach?

    Now, you can do as much ad hominem attacks as you want, like you did to that anonymous up there. Won't change the truth of what I posted here. If you can assume a persons life from a simple 4 word comment, I can very well legitimately assume all I want from your posts here and everywhere. Not that I do, cuz all I say is verifiable truth, and everyone, you included, of course, knows it's true.

    So, have a nice day ;)

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    1. I remember WeAreBenWeAreMany's past comment that suiton, in his own blog, bashes GG Infinite, swears he will not order from them anymore and encourages the readers of his blog to do the same. Days later, he deleted his anti-GGI post in his blog and days later, posted his Tatsu Hobby issue. Good thing you mentioned it in the beginning of your comment.

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    2. We should add that suiton's excuse not to buy internationally is another lie. This was posted by him on hobbylinkTV:
      suiton629 posted an update 3 months ago

      @scott Thank you so much for accepting my friend request. I’m pretty sure that you might remember me since I did email you a little while ago in regards to importing and the customs concerns I had. And definitely Syd and Ryan both recognize me as does most people in the GunPla community. =D Thank you for having such an amazing company. I love what you guys do. I wish I could confidently import from you guys since your prices are phenomenal. I still also hope you guys get those P-Bandai online exclusive kits for sale on your online store. I’ve been getting those online exclusives through GG Infinite, which I love quite extensively. =D

      Scott is Scott T. Hards, owner of hlj, btw. here's the link: http://www.hobbylink.tv/members/suiton629/activity/9173/

      Yet another lie, suiton doesnt care about economics (nor does he have any grasp on them), he just cares about ass kissing and getting boxes for his box collection.

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    3. suiton may deleted his anti-GGI post in his blog but i found something related to it:
      http://www.gamefaqs.com/boards/2000119-anime-and-manga-gundam/67050060

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  8. Im surprised to see sution back on here. Now the people will be further disappointed with GG now that we have too deal with him. Suiton you don't have the slightest grasp of why people are upset with GG. GG is offering a service too people but you don't understand how frustrating it is to do business with someone and you are unable to communicate with. It makes you feel as if you been scammed. Personally I'm disappointed with GG because I placed a order with them and it took a week before the shipped it out. I check my account and the transaction was completed and they took payment the day I placed the order. But it was still a week before they send my order when they clammed orders are shipped within 2 business days and I payed for express shipping. Their email issues have very little to do with shipping. If you can except payment you can ship a order with in a specified time since the transaction was completed. If GG would have to send me a personal email before I would feel their apology is sincere. This feel more like sorry we couldn't recieve.you emails so quit whining about it. And as for you sution you are the last person in the world that should play PR guy. You are probably one of the most despised people on the internet. If someone like vegeta8259 or justinius build posted a what you said maybe people would be excepting to GG apology but all you did was add full to the fire.

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  9. Thanks for everyone comments. I do personally apologize again.... and from this point forward me & my team will need to do better job at communicating.

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    1. glad to hear that, hope GG wont lost any precious potential customers, keep it up :) n pls c throughly about who is the real supporter , internet is complicated, n hope all mails get sorted as soon to continue business, n to any1 who is eager to get instant message, u could try on the Facebook to contact GG, n yes juz blindly stating

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  10. "My team" = that Shiton? Wow LOL

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    1. No, GG's actual team. The staff that works at his store. Not Suiton. I swear between Suiton, and the morons always attacking anything Seed related, this place isn't going to last long.

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  11. Suiton's ego makes Gilgamesh of Fate/Zero/Stay Night seem very humble in comparison.

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  12. You dare mention my name, mongrel? Don't ever compare me to the likes of that insect.

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    1. King of Heroes, please use your Enuma Elish to wipe out suiton.

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  13. Suiton629 fuck off dude. All you do is start shit by commenting everywhere. Just GTFO

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  14. I've only done business with GG once about a year ago and after that, I told myself that it would be the first and last. It was about the exact same issue, poor communication. After sending many emails through their customer service email address, no respond whatsoever. The only way that I got a hold of them was sending private message to their Facebook account. I got a respond saying they were on it and waiting for the item to ship in their warehouse, but it was way pass the month they promise the pre-order would come in, there was no communication to the customers nor any post on their store website or this website saying the pre-order would be delayed. GG said they do not check their customer service email as often, if I need a quick respond, please send a message to Facebook account.
    GG, seriously?! What is the point of having a customer service email if you do not check them often and wanting people to reach you through Facebook message for a quicker and direct response? This issue was already there a year ago and I am surprised that it is still occurring today.
    People need a quicker responds should be through your customer service not your Facebook account! Your team, GG should check the customer service email way more often then your Facebook from now on. If not, take that email out of the website and have all customers send private message directly to Facebook. It just doesn't make sense to me at all.
    We need to be able to contact and reach to your staff at our convenience not other way around!! GG I hope you read this and get it right this time.

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  15. I shop with GG quite a bit. never had any issue. yeah they tend to be slow with emails. but with their popularity, I suspect they get loads of emails. Probably more than they can handle. Kudos for being upfront and dealing with the bad press GG. You still got my support.

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