| Author | Message | ||
     Gofastalot99 |
I was going to title this thread "Michael at Erik Buell Racing lied to me" but thought that might be too aggressive. Anyway, I sent Erik Buell Racing sales an email asking about the Race ECM. Michael responded that I could give him a call. I got a hold of him yesterday morning a little after 9am. We talked for a few minutes about my set-up and some of the features of the ECM. I told him I would order one using the site. He said it would get shipped out "in about two days" and then shipping would be a couple days. He wasn't sure if I'd get it by Saturday or not. Well, I ordered it just before 10 yesterday and it came just before 10 today. Talk about under-promise and over-deliver. I know Michael is real busy right know but I really appreciate him taking time to talk to me and I also appreciate getting my ECM in ONE DAY = 24 hours!!!! | ||
| Unique_id |
How dare you insult...oh wait  Nice, let us know what you think. | ||
| Court |
Typical | ||
| T_man |
I agree; their customer service is impeccable as is their knowledge of the products they are selling. To add to this; I'd like to highlight how fortunate we are to be living in a time when the mastermind behind our two wheeled passion is alive and kicking. AND accessible to us. Out-frickin-standing. Ask a Corvette enthusiast what it would be like to have Zora Arkus Duntov accessible to them - or have Massimo Tamburini personally respond to a Ducatisti query... Unheard of my friends, unheard of... Their has been a silver lining in the whole HD debacle - and that is; Buell enthusiasts can rally to actively play a small role in the resurrection of Erik's legacy through our continued support. | ||
| Court |
Typical Excellence | ||
| Court |
>>>>.Buell enthusiasts can rally to actively play a Won't happen without a groundswell of grass roots support. Few folks have a proper appreciation of what is currently taking place. Loyal Buell Owners & Elves can make a tremendous difference. The most important thing you can do at the moment is to contact, support and reward the bold and creative sponsors stepping up to the plate. You guys and gals can change things. The owner experience you are seeing is the way Erik Buell has ALWAYS done business. At times it was masked by Harley-Davidson's bureaucracy. Typical Excellence will be the mantra going forward. | ||
| Rde48 |
 There is a reason we all ride these bikes and his name is ERIK! Not only can he design, build, race, support, and deliver a world class machine but his business sense and ethics are second to NONE. I cant wait to be able to support the man that has made my life, a little bit better. | ||
| Court |
>>>>but his business sense and ethics are second to NONE. Typical Excellence By the way . . . . Erik Buell is doing not a single thing different than he was in 1988 years before fuel injection, slipper clutches and so forth. Good business, ethics and values . . well . always worked and never go out of style. I have a letter, a 2 pager in fact, that Erik wrote a Buell owner in 1987 . . . it's very interesting and shows the lengths he'd go to to make certain he kept his word and commitments. In addition . . and someday you'll hear the story . . . Buell would have been sold and Erik would have retired wealthy a long time ago if he'd been willing to compromise in just the slightest way. Wouldn't do it then . . . won't do it now. Typical Excellence | ||
| Hogzilla |
It's great to hear things like this. Keep up the support and we may see street bikes again. (Crosses fingers.) | ||
| D_adams |
Hey Chad, guess what? Your pipe is out for delivery today as well. It won't get there by noon, but I'd expect it pretty soon. 06/10/2010 7:11 A.M. OUT FOR DELIVERY | ||
| Milleniumx1 |
Same experience here, Michael answered all my questions earlier this week to get the ECM programmed how I wanted it. Got a ship notice right after placing the order, and just got the 'delivered' notice moments ago. I guess I can leave work a couple of hours early today so all of Erik Buell Racing's work didn't go waste Mike | ||
| Fast1075 |
Court, you downplay the obvious...there is NOTHING TYPICAL about that level of service...I work in the trenches so to speak and I only know of a handful of vendors (from my years of work experience) that approach that level of excellence...and only 3 or 4 in the "recreational" field that provide such a high level of service. (Message edited by fast1075 on June 10, 2010) | ||
| Stirz007 |
+1 and props to Michael Richter.. I tried to give praise to Michael to EB during SBK weekend. EB said "his job is customer service". I said that he is doing an outstanding job and that if this is any indication of how the business will operate, then they should not have any problems.... But to continue GoFast's thoughts, I too have had the experience of getting things faster than I expected, of folks making short-notice deals happen - A very can-do attitude. Fast1075 has got it right for sure. | ||
| Thurstonbuell |
Fast , Court knows that , and is by no means "down playing" anything . Business as usual IMO | ||
| Avalaugh |
Not to spoil the party but i have had a different experience with Erik Buell Racing. On the 25th May i got an email from Michael after he read a post on this forum by me. This was fantastic customer service but that's were it ended for me. I emailed him back a number of times with a few questions about the ECM, had no response at all. I called the team to speak with him on a number of occasions, but he was never available/out on lunch/can't find him etc. I am in the United Kingdom so these calls dont come cheap, i also left messages with the team for Michael to call me back and gave my number, or suggested that he could just answer my emails. Still to this day nothing ? I have however ordered a race ecm now and am awaiting delivery, i also have ordered a 5mm finned brake disc and fitting kit, as well as the billet shift brake and gear change toe pegs. This is a big order i would like to think, and maybe it was just a 1 off bad experience ? Great products though, i highly recommend the brake disc as well as fitting kit. (Message edited by Avalaugh on June 10, 2010) | ||
| Court |
Your not spoiling anyone's party . . . not every one is going to get the same experience every time. . . the key is to be constantly dialing in the quality and consistency of the delivery. I . . having had a couple years of experience doing Buell Customer Service . . am amazed at what they are doing at present. It's more complicated than the world knows simply because the "world" sees "Buell" and immediately thinks "hundreds of folks, 70 phone lines, sophisticated customer contact system and great IT resources". If they could see 9 folks, ONE phone line and 2,200 e-mails a day they have an elevated appreciation. One thing I need to do is to revisit my "how to write an e-mail" lecture. Trust me . . even if you don't get a prompt answer, absent very unusual circumstances, it would be inaccurate to assume anyone is ignoring your e-mails. Calling is the worst way to reach them. And . . quite sincerely, thank you for honestly and concisely sharing your experience. Court | ||
| Jules |
I'm in the UK too and have oplaced a couple of orders with Erik Buell Racing, the first one was before they added the international shipping option to their site so I ordered some extra stickers and told them to use that extra payment to cover shipping. I had a response from Michael the same day telling me not to worry about it and the items arrived complete with stickers in record time from the USA. I ordered my race ECM about a week ago and had a shipping notice the same day, it's stuck in customs at the moment but that's nobody's fault. I've even managed to exchange a couple of e-mails with Erik himself and feel absolutely honored that I have had responses from him. He's even commented on some unrelated pics on my Facebook profile in the past. Given that I have waited about a month for a sidestand spring from Harley I am just amazed that these guys can be so responsive. That race ECM represents huge value for money so I would be more than content to wait a few weeks to get it. OK I admit I have a bit of the "hero worship" complex where Buell are concerned but I genuinely believe they have enriched my life and I think they're awesome. Considering I am a 45 year old male that's a fairly significant thing for me to admit! | ||
| Gofastalot99 |
I must post that I have received the same level of service, if not even better, from Dean Adams. I talked to Dean just after talking to Michael and Dean and I were discussing my RT-1 that was ready to ship. And guess what - the exhaust was waiting for me last night when I got home. So I got my ECM and my exhaust the same day - SWEET. I got the ECM on and will install the exhaust tonight or tomorrow morning. Comments will come shortly after. | ||
| Avalaugh |
Jules "Considering I am a 45 year old male that's a fairly significant thing for me to admit!" LMAO And i do get it that Erik Buell Racing are a small outfit now with a big demand, just expressing my experience, not complaining as the products are top notch, and so many others have had fantastic service, if not totally amazing all things considered. | ||
| Ratbuell |
Typical Excellence I think that'll look better in a booklet or on a t-shirt than "Ruthless Engineering" ever did  I have to chime in on Michael being top-notch. I'm fully aware (as are most who know me) that I am quite capable of being a royal pain in the ass. It's a gift; what can I say? On two separate occasions concerning my '06 Ulysses computer, Michael and his team have been amazing. First, in doing what I considered a slightly-goofy remap of an '06 P&A "race" ECM for me with stellar turnaround and excellent results; second, in patiently helping me troubleshoot a cold-idle/no-idle problem I was having (turns out, expectedly, it was the hamfisted USER - me - who had messed things up). Always prompt, always polite, always helpful, and above all else - always HONEST with me, he helped me get things figured out quickly. The line from Dan Hurda in the email cc: that read "now that I read the email, I remember this ECM"....that floors me. Truly incredible company, filled with amazing people. Typical Excellence doesn't imply that excellence is typical in today's world; rather, that it IS the rule of the day at Erik Buell Racing. I can't wait till Homecoming, especially now that I hear we'll be able to drop some cash on-site on some goodies! | ||
| Court |
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| Keef |
yea i was thinking about ordering a ecm from ebr too a while back and while i was sitting there in front of the computer placing the order there was a knock at the door and when i answered the door it was UPS with my race ecm for pump gas....i swear it's true......  | ||
| Dktechguy112 |
I can't wait to get an ebr ecm, I'm just waiting on them to make one that will work for the cali exhaust with the cat converter. Someone posted that they are working on it and it should be ready in a few weeks. |
