Saber Forum

I ordered my 1st 2 ever UltraSabers, which are also my 1st 2 ligthsabers ever, last week and I had a question about the Manticore I ordered... So yesterday I sent an email to [email protected] asking 2 questions about my order. This evening, Sunday, I received a reply that was not a canned automated email, but from a real live person.

I work in the service industry and I have to say it is refreshing to get this level of support.

Now... I have to wait...
Is it here yet...
Is it here now...
How about now...

Wow, I didn't know they replied to emails on Sunday's, good to know!

Glad to hear that you are having good results!

I am trying to stay positive but have not heard replies from my inquiries concerning a damaged saber I received  :-\ .

They've been golden to me in all my dealings with them so far! It's great to know that there's a reputable place to get sabers.


Sabers:
Archon v3 - Guardian Blue
Archon v3 - Consular Green
(Pending) Consular - Consular Green

The fool that follows.

I've been waiting 2 day for a response to items missing from my order.  It seems to be very hit or miss.

Love the product, less them impressed with the support.

They surprised me with a Saturday response once too.  Average response time seems to run about 2-3 days in my limited experience.

E-mail again. I have always had a quick response within a day.

Our response time for the 7 years I've been doing this has always been 24 hours.  But the mania behind lightsabers right now is unreal.  Within the course of a minute we get 20+ emails.  We are in here 24/7 literally.  We don't close.  If your email has not been tended to yet it's not for lack of effort.  Customer service I use to do myself has now become something that needs to be handled by an entire team (that I have trained myself).  And even more reps being trained as we speak.  We are several days behind on emails right now, but we are answering them constantly.  You will not be overlooked, but your understanding of the demand of this product right now and patience are appreciated.

thank you deep that really sets my mind at ease

Thanks Emory! I am a first time customer as well, and any issues I had, questions, etc were answered promptly and appropriately. So far, I'm very, very impressed with the level of customer service that has been maintained despite the volume. You don't get to everyone right away due to the volume, sure, (and understandable) but when it IS their turn, you go above and beyond to resolve their issue. So far very impressed with this company.

i agree with nick. the first time i ordered a saber i had questions and ultrasabers replied within hours with excellent explanations.
im planning on a second saber and i still have questions. iv sent some emails 2 days ago but no answer yet but thats ok
i will not doubt ultrasabers i know they swamped with business due to the timing.

Wow. I just want to take a moment to appreciate you guys. Here I thought you were running a 9-5 but you are going above and beyond for the consumer. If I could provide a standing ovation for you and everyone at UltraSabers over text, I would. Heck, my review for the Aeon V4 I've ordered will probably have like 5-10 minutes of appreciation. That doesn't sound like a lot but try listening to applause on Youtube for even a minute straight. Once again, props to UltraSabers for being the best saber smiths out there.

I do understand and really appreciate the response in this thread.  It gives me some confidence that at least I will be addressed eventually.  I have no doubt that it's been an absolutely crazy few months.

I'd like to note that one of the other well-known custom saber companies currently has a stickied thread on their forums to the effect of "anybody who posts about how slow our customer service is will be banned"; one of their customer service reps had to post that after multiple "when can I expect my saber?" posts turned into full-on flamefests.  They're currently running a week or more behind on email replies and seem to be frequently missing their 8-10 week announced lead time on sabers.  Meanwhile, I got my "3-4 week lead time" Ultrasaber in 2 weeks, and from other posts on this forum, I'm closer to the rule than the exception.

Don't misunderstand me--I'm not trying to tear down any other companies.  In particular, I have a lot of respect for the company to which I'm referring.  What I am trying to say is that it's a borderline nightmare situation to be a saber manufacturer right now.  My understanding is that even Hasbro, one of the largest toy companies in the world, is responding to questions of "when will X be in stock?" with "you'll get them when you get them--we don't know."  The fact that Ultrasabers is keeping up as well as they are is a testament to their skill as a company and their devotion to keeping their customers happy.

(I'm also not trying to say you should count on getting your Ultrasaber in 2 weeks; I got mine that quickly, as have others, but your mileage may vary etc.  What you can count on is that they'll get it to you as soon as they can.)

I'd agree with that and if I was asking about when something would ship is completely agree. The problem is that I've already received my order and not everything was there. Unfortunately they're be so flooded with emails 2 days after people order that they haven't even gotten to my actual issue within 4 days.

I'm not even complaining about their customer service when I say it, it's just the reality of the situation. If they're getting 20 emails a minute then how many of those are actual issues?  My guess is that the majority are either general questions or unnecessary ones.

The majority of the emails are inquires about stock and inquiries about when customers' orders will ship out (both answers are on the website, but I digress).  So once we get caught up the and things back in stock a secondary result will also be that our volume of emails will decrease and we can start tending to the real "issues" much faster as well.

I'm in the same boat.  My sabers arrived this past Friday, and there a couple issues.  I emailed them around 11:00AM my time (EST), a couple hours after receiving the sabers, and have yet to receive a reply.  However, it is more than understandable because their high volume of emails, and it currently being the weekend.

I have worked in CS for 13 years. I'm at a job now where just me doing my job and not being rude, puts me above my peers. I appreciate seeing a company that knows what needs to be done and trains their people to do the right thing and not copy/paste the same answer to every problem. Even if it takes a few days for me to get an answer to my current issue, I'll wait. I know that it will be taken care of. I NEVER am this calm about the kind of issue I'm having, but I don't even want to bring it up in public because it will be dealt with in a timely manner and with respect and care. Emory, even though you will probably never see this, thank you for being a genuinely good person. It means the world to all of us.

I've been wondering how many of the emails being received are things that actually need to be emails.  I'm not at all surprised to hear that a lot of them are unnecessary, although it is unfortunate.

In case you didn't know, Deep (who posted in this thread twice) is Emory, so he probably will see that!  Also, I agree with you 100%.  I'd never claim Ultrasabers is perfect--nobody is--but they seem to really try to make their customers happy.  In particular, all of my interactions with Emory have been positive (even when I've asked stupid questions :) ).

no question is stupid vyk
unrelated, perhaps but not stupid
Ultrasabers really is something to behold. a whole company dedicated to custom lightsabers. iv never had better customer service in anything else ever

I recently ordered my first saber here also and I was very impressed with the customer service. I made a mistake on my order and set it up incorrectly by choosing conflicting options. Less than a day later I received an email from Emory telling me of my mistake and showing me how I could correct it in order to get the saber that he could tell I intended to order. This was a great first experience because it would have been easy for US to just cobble together something that worked based on my conflicting choices but in the end I would have received a saber that had something sacrificed because I chose the wrong options for what I actually wanted.

I'm really glad I chose to order from US.

I can affirm what someone said earlier in this thread. I am also a forum member over on that other saber site. I have two sabers on order over there that obviously won't be in my possession for 2-3 months at the least. Any email i've sent to them took at least a week to get a response to and one of my major issues was never resolved at all. The first account I tried to create with them using the same forum name as I have here didn't set up correctly. I never got the activation email. That account is still left in limbo almost a month later because without an activation, I can't use it...but its still locked in their system, so I can't try to register using that email again. I've tried getting help with this and they gave me very copy/pasted unhelpful responses until eventually they just stopped replying altogether. I had to create a secondary account using a different email that I don't even use normally just to be able to post on that forum.

That forum is run like a totalitarian dictatorship. Many of you may know that they supposedly have lost some 200 orders that were "lost or stolen" by the USPS. Well understandably, people are freaking out after waiting nearly 3 months and then finding out their saber got stolen or was lost and now they have to wait all over again. Of course people post about this sort of thing and feel helpless when sending emails that never get answered or take a week to respond...so they ask on the forums for comfort from their fellow forum members. Its completely understandable...

and its a bannable offense.

I've never felt such hate, anger, and pure disgust for their own customers as I've felt on that forum. Anyone who complains about their unacceptable wait time or dares to ask if anyone else has any information to share on the current situation gets either screamed at, their thread deleted, or outright banned. New people arriving into the saber community asking very simple innocent questions have been banned straight out of oblivion just for simply not reading through the several scathing, angry stickies warning us not to ask ANY customer service questions whatsoever on the forums.

Everyone should just take a moment and really thank Ultrasabers for doing business the way business SHOULD be done...and beyond. Because the other similar tier company in this community is absolutely abusing their customer base simply because they are buried beneath a mountain of orders and being incapable of rising to the challenge.

Thank you Ultrasabers. I chose to come here after realizing my orders elsewhere would take nearly 3 months and could possibly end up "stolen" anyway. That coupled with the nastiness and anger i've seen directed at us from their staff just made me regret ever placing orders there. This forum is far more positive and I'm thankful to find a better home.

It was that shipping fiasco or whatever it was, that made me hit the abort button on considering that other saber source.  I somewhat trust UPS but I trust FedEx most of all and I know what to do if for some reason FedEx messes up.  Not having any other option is not something I am crazy about but the magnitude of the problem and how it was handled turned me off.  I have to know the customer service from the seller is good if I am going to do USPS.  I believe that will be happening with my robes, but the difference is that the person I have been working with on that has dealt with me nicely and promptly the whole way thus far, meaning I actually feel like if a problem cropped up I could work it out.  Without that confidence, no order.

It sounds like you already are in the process of purchasing/ordering your robe but I thought i'd let you know that I recently bought an amazing top notch 100% wool robe from "Twin Roses Designs" and its by far the best looking jedi robe I could have imagined. I just recently wore it to a convention in Miami and loads of people came up to me wanting to know where I got it. Out of all the other Jedi costumes I saw there, I had the best robe by far and my wife, daughter and I ended up  having our picture taken by the convention's professional photographers and uploaded onto their site. Some other cosplay website took our picture also and put us up today which was neat. The inside tunic set I had and the sets worn by my wife and daughter weren't that great by any means (they were cheaply bought) but thanks to my awesome robe over top of it, nobody really noticed my crappy tunic underneath. I've since ordered a proper tunic set from Twin Roses and I can't recommend her business enough.

It's been a while, and I don't remember what it was (and I'm not particularly inclined to look in old email to find out ;) ), but this particular question was indeed stupid.  It was of the "thinking about this for 30 seconds or reading the FAQ or searching the forum would've told you the answer" variety.  :(  If I'd received a similar email from someone, my reply would've been full of thinly-veiled sarcasm, but Emory's was genuinely nice.