no response from the Help Desk?

[Bob_Ross]

I filed a service request on the alembic.com website (http://alembic.com/cgi-bin/service-form.pl) two weeks ago and didn't receive any follow-up. So I sent an email to help@alembic.com two days ago ...and also didn't get any response (yet)

This is exactly the same scenario as what happened ~4 years ago when I needed service on another Alembic piece...so I'm not sure if I should be more or less comforted by the fact that it's happening again.

In any event, does anyone know if there's a better way to reach Alembic? Or am I just being unreasonably impatient?

Thanks.

[StephenR]

I have never used the service form and didn't even know there was one. Suggest you try calling... (707) 523-2611. They typically answer calls between 11 AM PST and 4 PM PST.  If you get a busy signal call back instead of leaving a message. Alembic is a small company so everyone there is always busy but once you have their attention I have always found the customer service to be top-notch.

[lbpesq]

Given the Covid situation, and the fact that our air in California has been downright unhealthy for the past couple of weeks due to the many fires, I'm not surprised if Alembic is slower than usual in responding.  I'd suggest you give them a call between 11-3 Pacific time and you should be able to get Mary on the phone (assuming they haven't shut own until the air is more breathable).

Bill, tgo

[rv_bass]

Yes, as Bill and Stephen mentioned, a phone call works best.  I’ve visited the facility a couple of times and there really are just a handful of people doing all of this work, it’s really amazing actually. And with COVID, a recent move to a new facility, and the natural disasters that have impacted CA in recent times things can be challenging.  They are a great group and will meet your needs for sure!  -Rob

[pauldo]

You could spend your time waiting for a response by painting happy trees!


Paul  (Bob Ross fan - he makes it look so easy)

[mica]

I did reply Bob. And made a second reply yesterday. Maybe check spam for help@alembic.com? I answer emails nearly every day.

[Bob_Ross]

I did reply Bob. And made a second reply yesterday. Maybe check spam for help@alembic.com? I answer emails nearly every day.

Hi Mica,

Not sure what's going on here, but I definitely have not received any emails from help@alembic.com in the past three days. Nothing in my inbox, nothing in my spam folder, nothing in my deleted folder... Can you please try re-sending to bob dot ross at verizon dot net ...and also please cc bobross1260 at gmail dot com, just in case the problem is with Verizon? Thanks.

/Bob

[mica]

It's been resent to both addresses, Bob. Let me know if it works out, thanks.

[Bob_Ross]

It's been resent to both addresses, Bob. Let me know if it works out, thanks.

Thanks for your persistence. Bizarrely, it still has not arrived anywhere in my Verizon address, but I did get your message in my gmail address.
Per your suggestion, I'll guess I'll just use it as is for now, and maybe worry about replacing the pot if I ever decide to sell it.

Thank you,

/Bob

[mica]

So strange  I sent to both addresses in the same email. Glad it finally made it thru

[jazzyvee]

Hi Mica can you check to see if you are getting my emails too please.

[mica]

Yes - and I answered them and your Facebook message (that was a couple hours before you posted this, btw). Please do check your spam folder and your Facebook message box.