I notice on the Markits website that they have now overcome their tooling problem & are now producing wheels again. However this production has created a staff shortage so they have allocated certain times to answer their phone.
@Nick Ridgway said:
That is one of the most bizarre Customer Care initiatives ever.
So the extremely long-running thread on RMWeb dealing with C&L track supplies for every possible permutation of business model and way of dealing with customers!
As has been pointed out there, this model actually makes a lot of sense when a business is a one-man band, as it allows time away from answering one/email to actually make the product, pack the product, send the package, and process the finances. One of the problems that Phil at C&L was suffering from was time being spent as a “helpline” with potential customers ringing up and taking thirty minutes in a conversation about track, without actually making a purchase.
If it helps Markits (or C&L) sell more product to us modellers, and so stay in business, I see it as a minor inconvenience compared to the alternatives.