Colominer, Inc

Hello,This customer has been a little challenging to work with, his order form had contact name listed as *** *** but contacted us as *** ***. Our risk management procedure requires that he provide his driver license or passport, which he offered.The customer contacted us more
frequently than our other customers. He inquired the status of his order knowing our ETA is 8-weeks. Our ETA is made transparent and visible in our online form and on his order receipt. Despite that our other customers purchase 5-units on average, my team has been accommodating and communicative to this customer who ordered just one unit. We responded to all his inquiries through our support channels within 24-hours via ***, Email, and Messenger. In our industry, it is for customers to be impatient and expect to receive their hardware right away. Unfortunately, we are a first-come-first-serve company.The customer initiated his order on January 18, 2018, 8-weeks ETA equate to March 29, 2018, being our dateline for shipping the product out of our facility. The customer submitted his complaint on March 1st; when we are still under our advertised ETA.His order fulfillment status is as follow...1. We completed assembling of the hardware.2. We passed the hardware to our partner (cratersandfreightersseattle.com) for handling, packaging, and shippingThe equipment is no longer in our facility as we rely on a local logistics to handle and ship hardware. Handling and Packaging could take anywhere between Week - weeks with our partner, we have no way to expedite their handling time as they are a separate business. We notified the customer of the current state of his order.Attached are his order receipt and as well proof-of-delivery with our logistic company and email threads. We had the agent at Craters and Freighters signed on the order receipt as proof.In summary, there is nothing the customer need to do. He needs to wait patiently for logistic to fulfill their end of our process. If anything, we actually under promised but over delivery our obligations. The customer should be getting his hardware 2-weeks earlier than expected.Thanks,Patrick T***