[Closed] Interesting that Legacy offers Xmas delivery

...

As a last resort, try what I did...

emailed them that if the model wasn't shipped by a certain date order was cancelled. Don't know if they even read my email, but miraculously the model was shipped by the cut off. I DID get a belated response to an earlier email promising shipment the following week, but that never happened. I know they have problems, but the CS on this Zone car fiasco has been awful. I can't understand how supposedly booming holiday sales orders can cause such a total breakdown in customer communication. In my business, if we don't respond quickly to customer needs, they soon become ex-customers. The GT500 I finally received was far from pristine, but it stays in the display case, as I'm not about to wrestle with Legacy over a replacement. Enough is enough.

Legacy Motor's Status and an Apology

On behalf of my colleagues, I would like to sincerely apologize to the 20 or so collectors who have yet to receive their LEZC IV.

As I'm sure has been noted on this forum, we have faced a series of simultaneous factors that resembled the "Perfect Storm". Some of which may have been discussed here, several of which probably not.

Losing our store manager and assistant within weeks of each other, and during the same week that the LEZC IV was delivered AND at the beginning of the holiday rush was only the opening salvo of the Storm. The storm grew in fury when Lane shipped our exclusive product to everyone but us. These other parties were supposedly brick and mortar stores with whom Lane had a binding agreement to ship some of whatever they made. Apparently not.

It really got interesting when lease negotiations for expansion broke down in the 11th hour and our various businesses were forced to "sit on each other's lap".

Meanwhile, Legacy's advertising efforts to the general retail market were beginning to pay off. That would be swell if all this attention were about buying CMC cars. But it brought a tsunami of calls and emails from every wife and sister and daughter who wanted to know more about the hobby and the models etc. And we wanted to help them. That's how the hobby grows!

As I mentioned one time, well over 1,500 non-spam emails to customer care every day. Not just on one day, but every day. That's 10,000 a week.

I am sorry we let down these gentlemen who have yet to get their LEZC IV models. They were among those whom we had to make special contact to complete the transaction. Undoubtedly they responded to customercare@legacydiecast.com and our efforts to find our customers among these waves of new faces was an obvious failure. That's our fault... no excuses.

For this, we deserve your rebuke.

We will get your models out this coming week. I will ask our new store managers to immediately go through the backlog of un-addressed customer care emails they simply could not get to.

As the clouds to this "Perfect Storm" begin to dissipate, there are silver linings around some of them. Over the next month, I hope to share with readers of this Forum -- either through me or one of my colleagues -- some details. For now, I will point out that putting the head of an organization in the middle of a mess like we just went through means there will be some substantive changes.

To be clear: this will not happen again on my watch. We will be installing new and improved customer service software -- what we had was byzantine and overly complex by today's standards. We will call upon the Zone's prestige and strategic partners to assert more control over our Limited Edition program.

We will spend money and expend brainpower to solve the problems the "Perfect Storm" exposed.

Most importantly, we are going to start treating the collectors who are the pillars of this healthy online community that we underwrite as members. this means, we'll solve our email contact program.

Accept my apology. We're making things right.

Thanks, Michael. My son ordered a GMP cleaning kit from you and it arrived by Christmas. Nice work.

Michael, no hard feelings, good luck, Merry Christmas.

I did the same thing Bob, but got no results.

No email response, no credit on my credit card, no car, no nothing. I'm getting very disgusted with them.

Blah, Blah

It is interesting that Michael's story changed during the "Perfect Storm". The email I recieved said the Lane shipment was stolen. Now we hear they never shipped the cars.

I am glad I cancelled my order, and feel for those that have not received theirs yet. BTW, I got a refund of my deposit.