What's Up With RGM?

We need to know.
I have an outstanding order that has yet to be delivered (almost a month now).
I have done all of the contact avenues available with a last resort to be signed for letter in the post saying to the effect that if I don't receive my order to cancel and refund my outlay in full.
Roger has been a good source of help and advice to me for many years now, helping me to get back from the Isle of Man due to a gearbox issue which he helped me enormously to get back home.
My actions currently are to keep my Commando running so I need the components to complete the maintenance and in no way to deride RGM in the slightest.
I just hope all is well at the shop and Roger is well and in good health and is able to carry on in the future.
Seasons greeting to all at RGM. 

Looks like it's "Tech" problems at RGM. I received an order from them on Saturday, after placing a 'phone order last week
Roger's update slip, enclosed with deliveries, had the addendum,

"Due to problems with the website just now, it would be helpful if you could email or 'phone any orders"

He also noted in his update that

"We will close on Friday 19th (December) and reopen Monday 5th (January)" 

So, I guess that's it now until the New Year
They also have a new email address, that's not the one on the website, it's a "gmail" account, but I can't find it at the moment.

RGM would be most helpful to its customers if they took note of these posts if in the future they have "problems",  to put up a notice on this site for them to  receive a sympathetic reception from those of us who use their services.

Thanks for that update, Andrew.  

I, too, have been struggling with this issue for over a week now, so I e-mailed Roger describing the issue, but I received a "bounce" notification.  I then called Roger twice and left a message each time, but never heard back.

Now that I'm aware that they're closed for the holiday, I won't worry about not receiving a return call.  I'll just ring him in the new year, which is unfortunate, as I would have loved to have had the bits in hand by now so I could do some fettling over the holiday break.  Oh well.  Such is life and there's no need to get upset over first-world problems such as this.

Kind regards,

-Robert
 

Tried phoning RGM yesterday without success and website is still down. Anyone have an update? Asking as i want to order valve guides that are not available from Andover. Thanks.

I phoned yesterday (5th Jan) to chase an order I made on 16th December. Got through at second attempt. They said they have been suffering with illness to add to the website problems. Only 2 of them there yesterday and my order hopefully being sent out today. 

Given the support RGM get from the club, I would have thought it would have been in their interest to put something on the club website (ie. a note here).

I have had a chat with RGM and they supplied me with the folloing response to post on the forum:-

We are having issues with the website as the current company who maintain it are not keeping up with the request that we make to try and keep it running well and something that works for us. We pay just over £1000 a month for the website and we are having constant issues with it like customers not being able to agree to the terms and conditions that is one of the many occurring problems.

We are currently in dispute with the company the maintain the website on how we can get this resolved, but in the meantime... 

If you are chasing an order please email the original order confirmation what you received when you placed the order to nortonrgm@gmail.com. As we can not access it with the order number at this point in time.

if you would like to place a order send us an email to nortonrgm@gmail.com with all the correct part numbers and quantity's but please leave your phone number so we can contact you for payment.

We apologise for all of the delays but we are working our best to try and catch up.

This morning I  received a phone call from Junior at  RGM regarding my request for a refund for a small order placed early in December.
After giving him all the details of the order the refund was expedited without a hitch.
As Mr Ripley has posted, the new e-mail address works as does the original phone number on RGM's site.
Junior has no idea as to when the web site will be back for business but I hope that when it does they post a notification on the NOC site as a matter of course.
If they had put a notice on here as soon as they new they had problems I would most likely have hung on for the order knowing that I would receive the parts at some point.
Complete silence does not auger well for customer confidence in these circumstances.
I wish RGM luck with finding a new web provider who, will carry out their requirements in full and to therefore keep providing Norton owners the service we have come to rely on over the years.   
 

Just a thought:

Aren't there any any NOC-members out there that might have connections in the webshop side of life? It seems RGM is paying more than enough for a relatively simple webshop to be kept running and working properly. They just haven't found the right partner to do so.