Issues with SF-97

[Jwade]

Jwade I think I need your help. I have talk to devon, john, jason, elizabeth, and amanda. Each one told me a different story about the status of my EUC. Each one has stated they will look into it and call me back. I have never received a phone call back. I am 83 days in and Liz said 60 more days. Please chime in, it would be very appreciated.

I just sent you a PM.

 

[Jwade]

I feel like we are at a point where its always something and just when we are starting to get ahead and on track Murphy's law strikes. So just to point out a few things that have caused the EUC strain right now.

-Our employee in BC was offered a job within the ranks of the DLA. While I have moved to hire quickly and transition as fast as I can. The clearance levels it takes to be able to access the documents that we have to include with the EUC turn in takes time to get. There is about 5 people we have to get this cleared through! We were kind of caught off guard a bit.
-The TSC personnel have had some time off with the holidays. One hasn't even returned yet!
-We also have had some inefficiencies in the time from you submitting it until we have gotten it turned in. I am working on this as while I have a personal goal of less than a week from submission to us to TSC turn in.
-Customer service not being consistent is a really big annoyance to me. The decision was made recently (not by me) to integrate all of customer service answering questions for IP and GP. The positive side to this is the wait times have gone down drastically. The down side is there has been and will be a bit of a training gap. I really wish I could post the way people talk to these guys and gals on here. I think some of you would be surprised. I understand frustration but berating another human and calling them every name under the earth is hardly ever acceptable in my opinion.


With all this being said this has the majority of my attention on a daily basis right now. I am working on many things trying to make this experience better for everyone involved.

 

[DanM7890]

I feel like we are at a point where its always something and just when we are starting to get ahead and on track Murphy's law strikes. So just to point out a few things that have caused the EUC strain right now.

-Our employee in BC was offered a job within the ranks of the DLA. While I have moved to hire quickly and transition as fast as I can. The clearance levels it takes to be able to access the documents that we have to include with the EUC turn in takes time to get. There is about 5 people we have to get this cleared through! We were kind of caught off guard a bit.
-The TSC personnel have had some time off with the holidays. One hasn't even returned yet!
-We also have had some inefficiencies in the time from you submitting it until we have gotten it turned in. I am working on this as while I have a personal goal of less than a week from submission to us to TSC turn in.
-Customer service not being consistent is a really big annoyance to me. The decision was made recently (not by me) to integrate all of customer service answering questions for IP and GP. The positive side to this is the wait times have gone down drastically. The down side is there has been and will be a bit of a training gap. I really wish I could post the way people talk to these guys and gals on here. I think some of you would be surprised. I understand frustration but berating another human and calling them every name under the earth is hardly ever acceptable in my opinion.


With all this being said this has the majority of my attention on a daily basis right now. I am working on many things trying to make this experience better for everyone involved.

I would like to be the first to say thanks for coming on the boards and even posting as I'm sure you don't HAVE to. None the less even with the anger in some people, it's not only the wait times, but the fact our hard earned cash is not in our accounts and we won't see what we bought for 3+ months. Seems like the ball is 100% in your court and we're just helpless.

 

[Jwade]

I would like to be the first to say thanks for coming on the boards and even posting as I'm sure you don't HAVE to. None the less even with the anger in some people, it's not only the wait times, but the fact our hard earned cash is not in our accounts and we won't see what we bought for 3+ months. Seems like the ball is 100% in your court and we're just helpless.

I get that, I had a conversation about that with an executive today. No promises just know I am advocating for some type of change in that policy as well.

 

[Robus1022]

You cannot ask for a more loyal employee than yourself. You have hit the nail on the head with the training issues. It is very nice the hold time is down drastically. My concern is EUC clearance department cant directly communicate with the customer if there is a problem, and CS and CC cannot see what dakota see's. Also: call backs have been non-existant. Again sir, thank you for having the patience to listen, and being a genuine problem solver. Very rare these days!

 

[military bob]

Finally EUC approved 1/6/16
filed in on 9/16/15
sent to TSC 11/11/15
so that's how long it took for mine
scheduled for pickup next week NOW I'M EXCITED!!!

 

[Jwade]

You cannot ask for a more loyal employee than yourself. You have hit the nail on the head with the training issues. It is very nice the hold time is down drastically. My concern is EUC clearance department cant directly communicate with the customer if there is a problem, and CS and CC cannot see what dakota see's. Also: call backs have been non-existant. Again sir, thank you for having the patience to listen, and being a genuine problem solver. Very rare these days!

Thanks for the kind words. As I increase the staff it may be possible to have direct communication with the EUC guys more often. Right now if they spend their time on the phone they will never get these things ready to go.

 

[sully199]

Just won my second hmmwv, it took 2 months the first time for my EUC to clear, and I was happy with that. EVRYTHING in the government takes forever, I have realistic expectations about the time. Everyone says its less time, if you have had a EUC clear within the year. Lets do this!

 

[diesel8]

Finally EUC approved 1/6/16
filed in on 9/16/15
sent to TSC 11/11/15
so that's how long it took for mine
scheduled for pickup next week NOW I'M EXCITED!!!

I get excited for random people gettin a EUC! And I look for the dates of sent and approved. Looks like I have about another month. That's just more time to plan my retrieval.

 

[bjones99]

My first HMMWV experience on GovPlanet.
Bid won on 9/23/15 and EUC filled same day.
EUC approved on 1/6/16.

BE AWARE - GovPlanet will not send you an automated notification that the EUC has cleared - you need to monitor the website.
ALSO - you must contact GovPlanet to have them enable the link to "Print Item Release" on the "Items Won > Post-Sale Info" page.
FINALLY - GovPlanet customer service will (via phone) supply you with their local contact to schedule pickup.

I had hoped that the EUC Notification, Print Item Release and Local Contact information would be more automated once the EUC cleared.
However - GovPlanet customer service personnel have been very professional and accommodating once they have the information available to them.

You just have to know what to ask for.

 

[JDToumanian]

Well after reading the last 4 months or so worth of posts in this thread, I guess I am reassured that my first time EUC is on track and my waiting time is normal... I was starting to get a little worried. It's a HEMTT, item 652371.

Bought 10/21/15
EUC Filled 10/22/15
Payment Cleared 10/23/15
Last Updated 12/2/15

I'm guessing the 12/2 date is when the EUC was sent to Battle Creek? Status says "Submitted to TSC, pending approval". I called Monday and was told it was "probably" going to clear the next day and was told to call Wednesday (today) if the website didn't show it had cleared. It didn't, so I called and was told by a different person that there is no definite release date and they have no update for me. So I was disappointed but somewhat reassured by this thread... It's tough not being able to plan the recovery trip. At least all the GP people are friendly and helpful.

Jon

 

[DanM7890]

Well after reading the last 4 months or so worth of posts in this thread, I guess I am reassured that my first time EUC is on track and my waiting time is normal... I was starting to get a little worried. It's a HEMTT, item 652371.

Bought 10/21/15
EUC Filled 10/22/15
Payment Cleared 10/23/15
Last Updated 12/2/15

I'm guessing the 12/2 date is when the EUC was sent to Battle Creek? Status says "Submitted to TSC, pending approval". I called Monday and was told it was "probably" going to clear the next day and was told to call Wednesday (today) if the website didn't show it had cleared. It didn't, so I called and was told by a different person that there is no definite release date and they have no update for me. So I was disappointed but somewhat reassured by this thread... It's tough not being able to plan the recovery trip. At least all the GP people are friendly and helpful.

Jon

Great looking rig! I

'm still waiting for IronPlanet to send my EUC to BC. This process takes so long :/

 

[Jwade]

My first HMMWV experience on GovPlanet.
Bid won on 9/23/15 and EUC filled same day.
EUC approved on 1/6/16.

BE AWARE - GovPlanet will not send you an automated notification that the EUC has cleared - you need to monitor the website.
ALSO - you must contact GovPlanet to have them enable the link to "Print Item Release" on the "Items Won > Post-Sale Info" page.
FINALLY - GovPlanet customer service will (via phone) supply you with their local contact to schedule pickup.

I had hoped that the EUC Notification, Print Item Release and Local Contact information would be more automated once the EUC cleared.
However - GovPlanet customer service personnel have been very professional and accommodating once they have the information available to them.

You just have to know what to ask for.

I am and have been working on this darn automated email when EUC approves. As many automated emails as we like to send you would think "what the heck add one more" for some reason it has been more difficult than I anticipated.

 

[DWagg]

Auction was 9/23. EUC submitted 9/28........has been "pending approval since 12/4
still waiting
man, I just knew I'd would be cleared today. I stopped counting at day 100....I wonder if I'll get it before spring thaw?

 

[Jwade]

Auction was 9/23. EUC submitted 9/28........has been "pending approval since 12/4
still waiting
man, I just knew I'd would be cleared today. I stopped counting at day 100....I wonder if I'll get it before spring thaw?

Every week right now when I see the report your name is one of the first I look for!

 

[DWagg]

Thanks Jwade, I know they've got to be overwhelmed up there. But thank you for giving me hope, I know its gotta be just any day now. I'm pretty sure there will be a video of me on youtube doing the happy dance when it gets here lol. Oh and I ALMOST bought another HMMWV on yesterdays auction, but only had X amount of $'s to spend. was beat by $200 but that's ok, im sure there is more in my future. But I really think my next purchase will be a 6x6 but its gotta have the super single's just'Cause lol. Thanks again.

 

[DanM7890]

Jwade, what will the site say when my EUC has been sent on to BC. I'm curious as my status has not been changed from "EUC form printed Fill EUC".

 

[Robus1022]

Dan I am not Jwade but you should see "submitted to tsc: pending approval" with an according update time.

 

[DWagg]

Hey everyone keep your fingers crossed for me!!! I'm hopeful my EUC will be cleared today or tomorrow! I haven't lost hope, with JWade on our side it for sure give me a sense of hope!

 

[Jwade]

Jwade, what will the site say when my EUC has been sent on to BC. I'm curious as my status has not been changed from "EUC form printed Fill EUC".

Yes it should say verification pending let me check. I am working on a display that will give the buyers much more insight into there status