What happened to customer service?

[gearsmithy]

RB has a LONG history of suspect customer service. They do make a great product, but don't expect any fluffy stuff from them. It took me 4 months to get my pipe from them, and it had some chrome defects on it too. I asked about the defects and I got a reply email from them that will make Toad's look like a nursery rhyme. There is a quote on the Internet somewhere with him talking about "no easier way to make money than to turn $25 worth of metal into $600 product". Don't get me wrong, I would get another one of their pipes, but just realize who you are working with.

But isn't that how most businesses are run? If you're in business usually you're in it to make money, one way or another. That's part of capitalism. It's unfortunate that many people can get away with sub-standard customer service, but hey if they can get away with it, and it saves them money without affecting demand for their products then it's very easy to rationalize.

Every once in a while you'll find companies that do have a focus on customer service, but they tend to be in markets with elastic demand (customer service goes down, demand goes down). A company like this that produces a high quality, novel product is in the production business, not the customer service business because their customers are willing to wait.

So if you look at it that way it's not exclusively their fault, and you could just as easily point a finger at the market.

 

[txchopperguy]

Gear is exactly right. The only way the company would change their ways is if everyone stopped buying from them...and as they make one of the best pipes on the market it isn't gunna happen.

 

[BadBrad]

Gear is exactly right. The only way the company would change their ways is if everyone stopped buying from them...and as they make one of the best pipes on the market it isn't gunna happen.

I just read this thread for the first time. Sounds like some of you have stock in the company the way you approve of piss poor customer service. I'm sure they make a fine product (from what some of you are saying) but they don't make the only custom pipes. Husker's comment was contradictory. He said they make a great product........but shipped him a pipe with chrome defects. To me, that's not a great product. It's like buying a car with peeling paint, then Ford telling you they don't make the paint. It's a package deal!!! Good customer service doesn't take any longer than shitty customer service, and don't think that it doesn't have an affect just because you make a good product. I already read on this thread where one member won't buy from them just because of that alone. Someone else will make a pipe just as good as these folks, but with great customer service, will run these guys out of town. Just look at how shitty dealerships last from the members of this forum alone. When word gets out, business will go to someone else that has a better attitude. In the words of Forrest Gump, "That's all I got to say about that"!!!

 

[toadstool]

I just read this thread for the first time. Sounds like some of you have stock in the company the way you approve of piss poor customer service. I'm sure they make a fine product (from what some of you are saying) but they don't make the only custom pipes. Husker's comment was contradictory. He said they make a great product........but shipped him a pipe with chrome defects. To me, that's not a great product. It's like buying a car with peeling paint, then Ford telling you they don't make the paint. It's a package deal!!! Good customer service doesn't take any longer than shitty customer service, and don't think that it doesn't have an affect just because you make a good product. I already read on this thread where one member won't buy from them just because of that alone. Someone else will make a pipe just as good as these folks, but with great customer service, will run these guys out of town. Just look at how shitty dealerships last from the members of this forum alone. When word gets out, business will go to someone else that has a better attitude. In the words of Forrest Gump, "That's all I got to say about that"!!!

You are absolutely correct when you say "Just look at how shitty dealerships last from the members of this forum alone." I honestly wonder how many people are throwing down $883.95, what mine cost, for a set of pipes these days, in this economy and are willing to do so knowingly that the customer service is shitty.

BDM in Columbus had the worst customer service ever, I went there to blow 27G on a toy and they were assholes. So, I drove 300+ miles to Erie PA simply because they were rated number one in customer service. Guess what, Erie's shop is still in business and Columbus isn't. Not because of me, but because of many more like me.

 

[Baldielox]

I just read this thread for the first time. Sounds like some of you have stock in the company the way you approve of piss poor customer service. I'm sure they make a fine product (from what some of you are saying) but they don't make the only custom pipes. Husker's comment was contradictory. He said they make a great product........but shipped him a pipe with chrome defects. To me, that's not a great product. It's like buying a car with peeling paint, then Ford telling you they don't make the paint. It's a package deal!!! Good customer service doesn't take any longer than shitty customer service, and don't think that it doesn't have an affect just because you make a good product. I already read on this thread where one member won't buy from them just because of that alone. Someone else will make a pipe just as good as these folks, but with great customer service, will run these guys out of town. Just look at how shitty dealerships last from the members of this forum alone. When word gets out, business will go to someone else that has a better attitude. In the words of Forrest Gump, "That's all I got to say about that"!!!

:iagree:

 

[gearsmithy]

I just read this thread for the first time. Sounds like some of you have stock in the company the way you approve of piss poor customer service. I'm sure they make a fine product (from what some of you are saying) but they don't make the only custom pipes. Husker's comment was contradictory. He said they make a great product........but shipped him a pipe with chrome defects. To me, that's not a great product. It's like buying a car with peeling paint, then Ford telling you they don't make the paint. It's a package deal!!! Good customer service doesn't take any longer than shitty customer service, and don't think that it doesn't have an affect just because you make a good product. I already read on this thread where one member won't buy from them just because of that alone. Someone else will make a pipe just as good as these folks, but with great customer service, will run these guys out of town. Just look at how shitty dealerships last from the members of this forum alone. When word gets out, business will go to someone else that has a better attitude. In the words of Forrest Gump, "That's all I got to say about that"!!!

So why hasn't anyone run them out of business yet?

 

[chaingunner]

So why hasn't anyone run them out of business yet?

Yet?!?!!? They are a very small business. And have a BIG reputation for performance. That will carry a small biz for quite a while.

I could care less either way. I know I wouldn't support that type of response, no matter how good they perform. I like to support business's that care what I think as well as has a good product (yes, there are still some)....... jmho. I have several on my list I WILL always return too, as well as pass a good word.

 

[txchopperguy]

So why hasn't anyone run them out of business yet?

Because nobody makes a better performace pipe, basically.

As soon as someone does, and has good customer service, RB is screwed. And they will deserve it. But until that day comes...

 

[gearsmithy]

Yet?!?!!? They are a very small business. And have a BIG reputation for performance. That will carry a small biz for quite a while.

I could care less either way. I know I wouldn't support that type of response, no matter how good they perform. I like to support business's that care what I think as well as has a good product (yes, there are still some)....... jmho. I have several on my list I WILL always return too, as well as pass a good word.

I think they've got something more than that. They have a brand name, which creates huge barriers to entry for competition. I'm not saying I agree with the quality of customer service, I'm saying the issue is bigger than one person, or one department of their business. Ever talked to Microsoft customer service? how about Sony? Any time you take a high-end producer and add a strong brand you basically create a virtual monopoly. This creates inelastic demand which tolerates poor customer service like this. We can beat our chests all day about boycotting them and this and that but it's not going to change their bottom line or their business.

 

[Baldielox]

There are good businesses out there still. I recently took my GF out to an Italian restaurant we hadn't been to before, and this guy who I thought was the manager came over to check on us a few times.

After we were done he came over again and introduced himself, turns out he's the owner and he asked our opinion on a few things and how everything else was because he hadn't seen us there before.

I was shocked not having seen service like that in a very long time, but there are business owners out there that actually care.

- B

 

[chaingunner]

I think they've got something more than that. They have a brand name, which creates huge barriers to entry for competition. I'm not saying I agree with the quality of customer service, I'm saying the issue is bigger than one person, or one department of their business. Ever talked to Microsoft customer service? how about Sony? Any time you take a high-end producer and add a strong brand you basically create a virtual monopoly. This creates inelastic demand which tolerates poor customer service like this. We can beat our chests all day about boycotting them and this and that but it's not going to change their bottom line or their business.

You are right:2thumbs:. BUT NO start up company can perform at Sony, or MS level, --Comparing Sony to RB is like comparing NFL to arena football--....RB is small, and negative word of mouth carries more water than positive word of mouth. (unfortunately) and when and if another company can render a similar product is when customer service will take over. Like mentioned above...

I have had issues with others, that have been resolved in a professional manner and that will make me a return shopper is all I'm sayin. :2thumbs:

And I do know what you mean, ever deal with D-tv and then try to deal with Dish network? both have very poor customer ratings, but us out in the hills can't turn to no other...

 

[Avanti]

Big Dog Closing

Did u all hear about BD closing down their store in Costa Mesa Ca?

 

[gearsmithy]

I agree 100% All I'm saying is that there's a tradeoff between quality, CS, and price. I used those names as popular examples but take Steve Dameron for example. A very reputable builder and fabricator. I order tons of parts from him and not once has he ever shipped them out on time (which is what all of his customers have come to expect). And I'm okay with that because that's what I've come to expect from him too, it's just part of his business. He's a one man show and can't afford to keep his prices low and hire someone to answer phones all day.

And you're completely right, word of mouth can go very far (especially in this industry), but what I'm saying is that if it's such a threat to RB Racing's business they would've done something about it.

I think customer service in the states is crap pretty much across the board, with a few notable exceptions (usually they are mom and pop shops). I suspect that most markets are more focused on price and quality and therefore tolerate dodgy customer service. Remember back in the day when "the customer was always right"? That's not the case anymore, because now the saying, I suspect, is "the customer is always broke."

 

[BadBrad]

You can make the best pipes on the market but you can't make customers. If customers were always broke, then who are they making pipes for? No one likes to be shit on while handing over hard earned cash. Like I said before, they are not the only one out there making a damn good pipe. When you compare products, you also compare customer service. If something happens during shipping, talking to a smartass owner will make you regret the day you ever bought from them. The best thing RB could do, is improve with customer service. That will ensure them years of good.....and repeat business.

 

[Eric]

You can make the best pipes on the market but you can't make customers. If customers were always broke, then who are they making pipes for? No one likes to be shit on while handing over hard earned cash. Like I said before, they are not the only one out there making a damn good pipe. When you compare products, you also compare customer service. If something happens during shipping, talking to a smartass owner will make you regret the day you ever bought from them. The best thing RB could do, is improve with customer service. That will ensure them years of good.....and repeat business.

right on bro,, also word of mouth has a big impact on bussiness

 

[toadstool]

I order tons of parts from him and not once has he ever shipped them out on time (which is what all of his customers have come to expect). And I'm okay with that because that's what I've come to expect from him too, it's just part of his business.

Have you ever called to get a shipping time frame and been told that the part is done and will be in the mail tomorrow only for tomorrow to come and be told that it will be another week? How would that make you feel? I rather have him be upfront and honest, wouldn't you? What ever happened to honesty is the best policy? I don't give a shit if it is going to be 8 weeks, just tell me 8 weeks.

 

[toadstool]

OK, so the pipes came in and look great, I had them built short so the tip starts right after the baffle. When installed the pipe should end at the passenger peg instead at the rear axel. Cometic sent all the wrong gaskets so my mechanic is waiting on the right ones before he can finish my engine build. He talked me out of sending the heads to T-man and in turn saving a grand. A local guy is porting and polishing them for dirt cheap. The results are not that noticeable anyway so I’ve been told. With the money I saved I got a few goodies: Holly NOS show kit with 50hp jetting, purge valve system and Cometic programmable nitrous controller. I should have the bike back by the end of next week.

 

[txchopperguy]

So if I understand correctly, your build completion time was also thrown off by Cometic as well then...not just RB?

 

[KnotSo]

Is the motor being built for the use of NOS?

Where is the Rant for Cosmetic?

 

[cyclecat]

Cometic didn't lie to him. They just screwed up. Call or email them and I bet you get an apology, not an email saying basically, "YOU'RE wrong for expecting the product when WE told you it would be there."

I've been through the same thing with custom wheels. Company said, "Wheels will ship in next 5 days. Your credit card will not be charged until they ship." My card was charged the next day and I waited 3 months for my wheels. Everytime I called I was told they would ship in 2 days.

The point is: I don't really give a shit how long it will take, I know it's custom. I don't really give a shit that you need to go ahead and charge me, making a custom product costs money. BUT TELL ME THAT!

I'd rather hear, "Well buddy, we gotta have your money up front and we're not sure how long it will take. But if you're willing to wait, we'll put in the order." Don't lie to me. It's just as easy to tell the truth.