Ares Armor posted this letter to their customers on their website earlier today. I’ve known Dmitri for several years now and he is one solid dude. I didn’t realize that for a time someone else was at the helm at Ares Armor but its good o see that he taken back the reins to assume position as CEO and that he is taking full responsibility for what is going on there regarding their 80% products. That is what I want to see in American business.
Ares Armor Customers,
For those of you who don’t know who I am. My name is Dimitri and as of about two weeks ago I took back my position as the CEO and am in full control of Ares Armor. I am going to start this letter off with a promise; I will take zero compensation in the form of a paycheck, bonus or any other workaround from Ares Armor until every single order for 80% products has been completed.
I would like to personally apologize for several things that we as a company have clearly done wrong.
Our communication with our customers has been atrocious and there is absolutely no excuse for that. Being busy is not a good reason to ignore the customers that support you. This is completely inexcusable behavior. We took in far too many orders than we were set up to handle. We have fallen far behind. Bill Gates once said, “Your most unhappy customers are your greatest source of learning.” I have spent the last few nights awake scouring the internet reading every negative review I could find. There was plenty to learn.
My focus and the foremost of my attention will be directed at cleaning up our customer service. We have been making some very serious changes in the way we operate.
1. We will no longer take back orders through our website for 80% products.
2. We have set up an online live inventory system for all products that are not made to order items such as Tactical Nylon and Custom Kydex.
3. We have launched a new customer support system that will allow us to organize and respond to inquiries in a timely manner. If you want to get a hold of us please send an email to firstname.lastname@example.org or go to support.aresarmor.com and submit a ticket directly into our customer support system.
4. We have hired additional staff to ensure that we have someone answering the phones and returning calls.
In life, a man is judged by not only his own words and actions but by the company he keeps. Some of our partners that have acted as suppliers have been poor company indeed. We have received dates, times, quantities, and promises that have all been false. We are to blame for allowing this to happen.
We have secured alternate supply chains and will work nonstop to ensure that we fill orders as fast as we possibly can.
For those of you that have open orders with us. I will not rest until your order is filled.
Dimitri Karras, CEO