My son purchased an Ultra Sabre in April. We still have not received the purchase or a notification from Ultra Saber saying when we will get it or why we have not received it. I believe the website said we would get it in 5-7 weeks. It has been months. Just wondering if we got taken. When I called the number there is no answer and when we email the company we get no response. So just wondering if anyone else had this kind of problem.
This is a group of UltraSabers customers and fans, not a way to reach UltraSabers customer service. Nobody here works for UltraSabers. We can give advice, but we can’t provide specific information about your order because we don’t have access to any of that information.
ORDINARILY, you would probably have your saber in your hand already, because their turnaround time was typically 1-2 weeks. Lots of us old-timers have that as our default experience with UltraSabers. HOWEVER... in early December of last year, thanks to all the fan excitement surrounding the last Star Wars movie, a new Star Wars TV show that apparently should have been titled “Baby Yoda” instead, the release of a new Star Wars video game, the Christmas gift-giving season, and a winter sales promotion, they began to have so many orders that they fell behind. In January, there started to be issues with parts and components, because of the COVID-19 issues in China, where some of the electronic parts are manufactured, and they fell a little more behind. In February, the fallout from COVID-19 started to have effects here in the United States, and some of their more-local parts suppliers fell behind, not just the ones in China. As time progressed, and as social-distancing measures needed to be put into effect in the workplace (causing more than the usual scheduling issues of getting the right technician, the right saber, the right parts, and the right tools all at the right workstation at the right time, multiplied across the multiple suppliers used), the backlog continued. On May 25, they lost all their emails prior to that date, and that has caused its own issues. They have staff working 24x7 trying to catch up from the backlog, and some progress is being made, but they are nowhere near back to normal yet.
Their overall delivery times have slipped quite a bit; although some folks still get their sabers in a week or two, some sabers take three or four weeks, and some take eight weeks or longer. Note that the orders are NOT worked in a First-In-First-Out queue order; there are too many dependencies on various parts, technician skill sets, machine/workstation availability, and Lord-only-knows what else for that to be even close to efficient. There have been entire books— heck, entire college courses— written on efficient manufacturing-process scheduling, so there’s no way I can give a full explanation here; just know that it’s very complicated.
The response times on the customer service emails have slipped quite a bit, too. All I can say is to keep sending POLITE emails to
[email protected] with your order number in the subject line, but I wouldn’t send an email every day; that will just clog up the Inbox and make it harder to find the emails that need an answer other than “Yes, we have your order, and it’s in the processing queue, but I can’t tell you when it will ship, because we are waiting on <fill_in_the_blank>.” There’s nothing wrong with wanting an update, because you have sent them your money; just understand that right now, getting an update, or your saber, is going to take longer than normal, and longer than any of us would like.
