Dear Valued Customers,
We recognize that several of our customers are experiencing longer than normal wait times to receive their orders. Due to this, our customer support lines of communication are currently backed up. We acknowledge that this is unacceptable and would first and foremost like to offer our sincerest apology. We are working diligently to resolve the issues that are within our control.
While we recognize that this does not change the unfortunate situation we have placed our customers in, we would like to offer an explanation regarding current delays as well as an update on the internal happenings at iBUYPOWER in an effort to remain transparent.
A Perfect Storm
In Q4 of 2020, iBUYPOWER was heavily impacted by COVID-19. Despite preventative measures taken, including: weekly testing, rotational shifts, adherence to social distancing, implementation of Lexan shields, and the provision of masks to our employees, almost every department at iBUYPOWER was affected by COVID-19. This resulted in a significant reduction in staff. While we can’t attribute all shortcomings to COVID-19 and our reduced workforce, it did have a considerable influence on our ability to fulfill holiday orders in a timely manner and unfortunately, is still contributing to current delays.
In addition to navigating the difficulties of a global pandemic, iBUYPOWER was also impacted by holiday logistical issues and an industry-wide shortage of parts. Because of an unprecedented influx of online consumer shopping, FedEx, our main shipping partner, announced limited space on their trucks. This in turn created an additional delay – at which point we alerted our customers with Christmas Guarantee orders.
Current State of Affairs
As it currently stands, our workforce is slowly returning to 100%. As we welcome back our employees and bring new ones aboard, we are determined to resolve any open tickets, outstanding orders, open RMAs and system repairs. We are very sorry for the frustration and disappointment our customers are feeling at this time and are working to sort out the issues laid before us.
We have read and received all the feedback from our customers and are immediately working to implement the following:
- We are increasing our overall workforce in the shipping, production, and inventory departments of our warehouse.
- We have opened our Discord server to help provide support to our customers outside of the traditional customer support lines.
- We are in the process of upgrading to a new phone system to better handle large volumes of customer inquiries.
Again, we would like to offer our sincerest apologies to our customers and recognize the changes that need to take place. We appreciate your patience as we work to rectify our current situation.
If you have current questions regarding your order, please reach out to us via our Customer Service Lines, our Discord, or check out our Frequently Asked Questions.
Customer Service Lines: https://www.ibuypower.com/company/contact-us