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Author Topic: 12/8/17- Is Deluxe Down? Jim Cassedy Phenomenal Film Handler Posts: 1661 From: San Francisco, CA Registered: Dec 2006 posted 12-08-2017 04:47 PM                     I've tried calling Deluxe-Technicolor several times this morning. First I had to call several times because their line would drop as I was being transferred after selecting the "option" for my call. I tried twice more and was on hold for appx 10min before giving up and dialing in again. The 2nd time I was on hold for over 10min when the auto attendant informed me I was being transferred to voice-mail- - and then the call dropped again during the transfer. I know there are big fires down in Southern CA. Maybe they've evacuated, or maybe they have a shortage of employees who can't make it to work. (But I would have thought a company like theirs would have multiple call centers) There's nothing about it on their website. Just wondering if anybody else has had problems today. Fortunately my issue isn't too urgent.  |  IP: Logged Mark Strube Master Film Handler Posts: 322 From: Milwaukee, WI, United States Registered: Feb 2007 posted 12-08-2017 05:15 PM                        This just happened to me. I am having problems with the Coco without Olaf, I sat on hold for a full 20 minutes, and then it forwarded me to voicemail. Might not have a show tonight. Great.  |  IP: Logged Tom Doyle Expert Film Handler Posts: 176 From: Bristol, CT, USA Registered: Nov 2002 posted 12-08-2017 06:20 PM                     Yep, same here! I wanted to request a test key, but I've tried calling a few times and I've just waited on hold until it kicked over to voicemail. Luckily it's not urgent. I hadn't even thought about the fires - I hope everyone is okay.  |  IP: Logged Carsten Kurz Film God Posts: 4340 From: Cologne, NRW, Germany Registered: Aug 2009 posted 12-08-2017 07:29 PM                     Did anyone try email? - Carsten  |  IP: Logged Jim Cassedy Phenomenal Film Handler Posts: 1661 From: San Francisco, CA Registered: Dec 2006 posted 12-08-2017 08:03 PM                     (Followup) About an hour after I gave up and was getting ready to head home, my phone rang, and it was Deluxe/T-Color calling ME. Since I never got to leave a voicemail, I can only assume they checked the call logs on their system and used the caller ID to return abandoned calls. Thumbs up to them for the extra effort! - - Whoever I spoke to seemed unaware of any phone 'issues' at that time,and the call center I reached was in OhiO, so whatever is going on probably wasn't related to the huge fires in Southern CA. (Unless the calls get routed through that area somehow)  |  IP: Logged Tom Doyle Expert Film Handler Posts: 176 From: Bristol, CT, USA Registered: Nov 2002 posted 12-08-2017 08:10 PM                     They just called me back, too. I asked if everything was okay and the operator said they'd been dealing with the Coco / no Olaf issue all evening.  |  IP: Logged Martin McCaffery Film God Posts: 2481 From: Montgomery, AL Registered: Jun 99 posted 12-08-2017 09:28 PM                        Having lots of phone and internet problems here in Alabama, presumedly because of the "snow" in Atlanta and up the coast.  |  IP: Logged Travis Cape Expert Film Handler Posts: 122 From: St. Louis, MO, USA Registered: May 2000 posted 12-08-2017 09:42 PM                     I tried to call and couldn't get through. I set up Coco without Olaf on Wednesday.  |  IP: Logged Leo Enticknap Film God Posts: 7474 From: Loma Linda, CA Registered: Jul 2000 posted 12-08-2017 10:38 PM                        AFAIK, their main SoCal distribution center is in Burbank. That's about 20 miles south of the Sylmar Fire (I'd guess), so it's possible that staff there could have been affected by road closures and the like. South of the Cahuenga and Sepulveda Passes, you really can't see or smell any evidence of the fires. Immediately you get north of it, though, it's a very different story. Drive along Mulholland from the 405 to the 101, and you'll see belching smoke to the north and clear skies to the south.  |  IP: Logged Mark Gulbrandsen Resident Trollmaster Posts: 16657 From: Music City Registered: Jun 99 posted 12-11-2017 04:42 PM                     As of today 12/11/17 I have customers that have not been able to get a hold of them that also need new keys. Mark  |  IP: Logged Carsten Kurz Film God Posts: 4340 From: Cologne, NRW, Germany Registered: Aug 2009 posted 12-12-2017 07:08 AM                     For some strange reason, we receive Deluxe/TCS KDMs for a single showing of 'Blade Runner 2049' repeatedly over the past weeks, all with different timeframes and formulations, but all matching our screening date. Maybe they are fiddling with their infrastructure. - Carsten  |  IP: Logged Mark Gulbrandsen Resident Trollmaster Posts: 16657 From: Music City Registered: Jun 99 posted 12-12-2017 11:14 AM                     NOt really sure whats going on there, but my customers did finally get their keys at the very last minute.  |  IP: Logged Mark Strube Master Film Handler Posts: 322 From: Milwaukee, WI, United States Registered: Feb 2007 posted 12-13-2017 01:53 PM                        I think their main issue is that there's 2 versions of Coco floating around - SMPTE and IOP. So, the "no Olaf" supplemental package needs to match that version. Our Coco is SMPTE, but they sent IOP for the supplement. Does anyone even need IOP anymore?  |  IP: Logged

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