What happened to customer service?

[toadstool]

This is frustrating.... I hope that all this bullshit is worth the end result.

Email to RB Racing from me:

I ordered a set of exhaust pipes several weeks ago via telephone. At the time of placing the order I was informed that the product usually ships in three weeks. I coordinated a timeline for an engine built with my mechanic based on the expected availability of the exhaust system. I called on Monday Oct 19th to get an update. I was told that the pipes were getting chromed and were going to be picked up on Wednesday Oct 21st and shipped as soon as the parts could be packed. I then called on Thursday, Oct 22nd to confirm the product had shipped. At that time I was told that the pipes were most likely getting chromed and would probably ship in a week or so.

You need to understand that the information you gave me was used to coordinate valuable time, both of mine and my mechanics. I cannot have my bike, uncompleted, taking up space at a shop. My mechanic is persistent on completing this project and needs to know when he can expect to be able to finish. You told me the pipes would ship Oct 22nd, which I told my mechanic. When I have to call him and tell him that in fact I don’t know when I will have them, it makes me look like a buffoon. He has turned down jobs because he expected to be busy tuning my bike.

Be honest with customers and don’t give misleading information. If you don’t know where the pipes are, find out and give a truthful answer. Don’t make up something just to get the guy off the phone. So, again I ask… When can my mechanic expect the exhaust pipes? I will pay for over night shipping or 2nd day air.

Thank you for your time and honesty,

Jesse

RB Racing to me:


Our advice for anyone is to make any and all arrangements when you get the item. Period.


We only work on our schedule and not on dozens of different schedules.


Operating on everyone's individual plans which we have no part in would be anarchy.


The same goes for our parts. It is often the last item purchased. If you have bought some billet wazoo part that conflicts with our exhaust we tell people to go back to the wazoo part maker and have him change his part.


If you wish to do your job correctly we suggest you try not to put too many balls in the air at once and inflict scheduling issues on everyone involved. Trying to control your mechanics schedule is an imposition on him and his business. It is your hobby. You get paid. Your are asking him to stop his revenue to meet your schedule. We doubt you are going to remunerate him for his lost time. We suggest you compensate him.


We have been delayed years by suppliers on projects and we just get on with it.

...........................................................

Get off you F-ing ass, actually track down the damn part and provide truthful information. Is it really that hard?

 

[TLB08K9]

Wow, while I can somewhat understand their side as in they cant control somethings, that reply was down right rude!

 

[chaingunner]

:iagree:

Wow, while I can somewhat understand their side as in they cant control somethings, that reply was down right rude!

 

[toadstool]

My main complaint is that they flat out lied regarding when the product would ship. If you say it will be mailed today, I expect it to be mailed today, not maybe in a week or so like the telephone conversation went. Bullshitting someone strikes a nerve with me, I expect honesty.

 

[TheDeadOne]

Wow, while I can somewhat understand their side as in they cant control somethings, that reply was down right rude!

It wasn't rude!

That's how that the "truly professionals" operate, now! :loony::crazy:


That'd be the last time they'd do any business with me! Dumb Azzes! :loony: That kind of word spreads fast in this industry!

"F"'em, there are many more out there that can do their job! :2thumbs:

:lol::lol::lol::lol:

Sorry you had a problem!

dead

 

[chaingunner]

That's really too bad, as far as I know that is one of the best "performance exhaust" you can get. Perhaps it went to there heads.

I can understand if they said "it all depends on our other suppliers, but it should ship out {fill in the blank}"

But damn, that's quite harsh. The sounds of arrogance....

 

[ChopperJeff]

The funny thing is, RB Racing could have looked up the part and found out where it is in less time than it took them to write that response! Not only that, but after all that razzle-dazzle BS and telling you how to go about running your life, they never answered your simple question, which was basically "where are the pipes?".

Granted, it would have been a safer bet to get the pipes first, THEN proceed with the engine work. However, that doesn't negate the fact that RB Racing lied to you when they said they were going to be shipped on around the 21st. It's also clear from your email to them that that is the main issue, which they chose to ignore in their response.

I've heard that they have a terrific product, but it appears that they don't like to be bothered by their customers, and everyone must play by their rules, and lying to the customer apparently is OK by them.

Sorry to hear of your dilemma... hope it all works out!

 

[barhopper]

I hope is was not a disgruntled employee writing you back. I would try and talk to a higher up in the company. Not email, call them. Emails lack in the emotion and it can be taken wrong. They are close to me if I can be of any help.

 

[txchopperguy]

This is disturbing, as I have heard nothing but good things about this company and their product.

Although, I have experienced with other companies making hand built custom made products, that you tend to get it when you get it. If they are taking the time to make it by hand, you are not going to get it until it is right...sometimes that can take a while.

 

[MARV]

its already well known in the industry that RB works at their pace and they defend that.

some dont tolerate it

others drool over their products.

it is what it is.

id say throw a temp pipe on for now then get your tune done when the RB comes in next month.

 

[toadstool]

its already well known in the industry that RB works at their pace and they defend that.

some dont tolerate it

others drool over their products.

it is what it is.

id say throw a temp pipe on for now then get your tune done when the RB comes in next month.

I expect and appreciate perfection when it comes to hand made, high quality products. What I do not appreciate is out and out being lied to. If they originally answered my inquiry by saying, it looks like the pipes will be done in a month, we ran into a few snags but we want to make sure you get what you pay for, I would have excepted that. I might have been a little upset, but none the less would have excepted it. But when they spoon feed me rancid horse shit, I get a little pissy. The lady probably never even looked up the part, just sputtered something to make me happy for the moment.

 

[MARV]

I expect and appreciate perfection when it comes to hand made, high quality products. What I do not appreciate is out and out being lied to. If they originally answered my inquiry by saying, it looks like the pipes will be done in a month, we ran into a few snags but we want to make sure you get what you pay for, I would have excepted that. I might have been a little upset, but none the less would have excepted it. But when they spoon feed me rancid horse shit, I get a little pissy. The lady probably never even looked up the part, just sputtered something to make me happy for the moment.

so what are you gonna due about the build?

got another pipe?

 

[toadstool]

I have the original super trapp that has never even been started and the V&H BR which is currently on the bike. The weather in Ohio is turning to shit quickly and I was hoping to at least get the bike tuned and ready for next season. I guess the bike will sit at the shop untill the pipes come in, I'll be missing the end of the season riding weather though.

I don't want to pay this guy to tune my bike twice if I don't have to. I already have enough $ sunk in the build.

 

[gearsmithy]

You should get used to that. This industry isn't amazon.com, it happens all the time and usually with the highest quality products. Quality products almost always take time, if speed to market is your primary concern, then you'll most likely have to sacrifice quality for that. It's just the way things work here, and I agree it's unfortunate but a reality that we all have to live with.

 

[alhall88]

Should have done a little more homework on R&B. Like marv said they have there schedule, besides people bringing in custom bikes to measure up all the time. My pipe took 3 months to get but I new that going into the deal. They batch build so sometimes your lucky and you get in while that style is being built. Customer service has never been there strong point but when you have a product like there's it doesn't have to be. If they were to start mass producing there pipes to pacify everybody's needs then the product would suffer.

 

[stlmikie]

Just a few things. I agree with rb racing. You need them they don't need you. That being said. I think that if I were them I may have not been so harsh. Two. I do understand your frustration. I don't think I would have sent them the email that you sent either. You want something from them. You don't go startting shit with them they have your money and your pipe. I wouldn't be surprised if it takes two weeks longer to get your pipe now, or longer. I understand they probly gave you a generic answer or maybe even thought that it would ship when they said. Who know. Now we will never. I hope you get it soon either way.

 

[toadstool]

Just a few things. I agree with rb racing. You need them they don't need you. That being said. I think that if I were them I may have not been so harsh. Two. I do understand your frustration. I don't think I would have sent them the email that you sent either. You want something from them. You don't go startting shit with them they have your money and your pipe. I wouldn't be surprised if it takes two weeks longer to get your pipe now, or longer. I understand they probly gave you a generic answer or maybe even thought that it would ship when they said. Who know. Now we will never. I hope you get it soon either way.

Holy freaking shit..... I just don't understand some people.

Listen up. I do not care if the pipe took a year to complete if they would have simply said that. I am mad because I was lied to. It is obvious the person I talked to did not put any effort into finding an answer for me.

I do not need RB Racing, I have went my entire life without them and am prepared to live a very fulfilling life without them. However, the prick who owns the company needs me, and many more like me to spend money. End of story....

This pipe is not magic. Dyno's show it is slightly better then off the shelf pipes. I don't care what you make... a pill that will make my dick twice as big over night, if you act like a prick I do not recommend doing business with you.

 

[KnotSo]

Our advice for anyone is to make any and all arrangements when you get the item. Period.
We only work on our schedule and not on dozens of different schedules.
Operating on everyone's individual plans which we have no part in would be anarchy.

I agree with all that came with their reply.

I have bought many custom parts over the years and have discovered that these things are usually not on time. With atv engines, I always count on double the time. There are no absolutes in the custom arena. Things happen, schedules are delayed. They are in business to get the best part to the customer and in your case, it sounds like they gave you a date, then told you it was somewhere and so on. Doubt they were lying, but with anything else, they are busy. Think about this, if they are producing 70 custom pipes at one time, then 30 customers call looking for an answer and it takes 20 minutes to go talk to the forman, he talks to the teck and so on, then that company is "out" those 20 minutes, multiplied by 30 customers looking for whatever answer (or making a change order), now you, the customer has just slowed the process. Now who's fault is it that this company is behind schedule? Yes, in a perfect world, things go smooth. Yet, nothing is perfect.
I do not live in a perfect world nor do I want to. Do you?

I do agree in some part with their response. When I am doing a build, I get all the parts in hand before I make a firm appt with the dyno and tuner. Your schedule is unreasonable. And I would bet, they do much as I do when posting on forums, they wrote out an answer, then re did it, toned it down some and sent it to you.
You want a set of pipes on time? I will sell you my stockers (cash up front) you send a perepaid UPS form and I will get them out the same day. You want high quality custom? Then order way before your build date.

This whole post is because the person you talked to was too busy

Customer svc is lacking in every aspect of many business, and yet, customer respect towards a business is lacking also.

Some of us work in jobs that have no absolutes and in our business, we require a 3 week look ahead and production runs 24/6. So now a customer comes in and says "I gotta have my order in two days". Now, we have to shut down production, re tool all the machines, pump out that order, re tool, and somehow get back to work. This pushes all customers timelins off. No absolutes in life.

In your profession, timelines need to be very close. If you do things incorrectly, things can go terribly wrong.

Give these guys a break, they have a lot of customers to satisfy, not just one.

If it was me, you may want to man up, and call them personally and talk to them. Just remember, now you are taking more time out of their day and someone else order will be delayed.

I get so many phone calls in a day that my timeline gets delayed, every day, forcing me to work 12-16 hours a day. As do a lot of ppl, to try to make everyone satisfied.

If you are not happy in any way, you can ask for your money back (and lose part of it) and go elsewhere where they will make you a happy camper.

Yeah, I know, you do not like my answer, but fuck it, I live in the real world and life happens.

 

[Eric]

stop payment on the order, if your not happy, then cancel the order, if you used a credit card you can dispute the company charges, as thay were not delivered on time, thay should have give you a window of time to complete, or a disclamer..

 

[montana]

My best friend works at RB Racing. I know as a fact that your pipe is made within 36 hours of your order and then sent out for chrome/powder coat. RB Racing is a top notch company but they cannot control how fast their vendors complete a task. If you're wondering where their attitude comes from I suggest you read the section of their web site titled Eat Shit and Die. Yes, they are not very flexible but they make a great product and have earned their reputation. That said, I also understand your frustration. It sucks when you are trying to coordinate something and it doesn't work out as planned. Good luck.