Just to clarify, the original poster's order was placed in December. He received the letter 12 days from when the invoice for the research was paid, not from when the order was placed.
Currently, we receive about 75% of our orders via the website and the rest via phone. Turnaround for a 1st generation SAA is about 30-45 days currently, and after an increase in our turnaround after our office move in late November, we are getting closer to about 90 days for research on all other models. Expedited services take a couple days to receive the information, and then about 2 weeks on the hard copy letter.
Our billing system has changed - we now send invoices by email, which are payable online by credit card. Once the invoices are paid, the letters are typed, proofread, and mailed (typically each Wednesday as we have a mail pickup scheduled, so if you pay on Thursday, it should be mailed the following Wednesday). Most weeks we are mailing between 100-150 letters, which means Beverly's carpal tunnel is slowly developing from signing :-)
Most information pertaining to Archive Services can be found on our new website, www.coltarchives.com.
Now that the new office is up and running, I hope to get back to being a much more regular contributor here soon!