| Author | Message | ||
     Reducati |
hi, just was on the ebr website, but for the life of me cant find the contact email address. thanks! | ||
| Sportster_mann |
info@ebracing.com | ||
| Foxy_1 |
dont hold your breath waiting for a reply though | ||
| Duggram |
Why would you say that? Maybe they're busy and can't get to the thousands of msgs in their inbox. | ||
| Froggy |
I dunno, I've emailed them before at night, woke up next morning to find a reply in my inbox. | ||
| Reducati |
thanks guys! | ||
| Daggar |
They've always replied within a few hours, the few times I have sent them an email. | ||
| Clutchreaper |
I've had them reply the following day and send a follow-up email a few days later. It was a positive impression from them, and it was a recent experience. | ||
| Foxy_1 |
Thats good to hear...i had tried and no response some two months ago...will try again tonight | ||
| Budgolf |
You know people have said things in the past about return emails and phone calls from EBR in the past and I think its crap. I've always got a response. As a matter of fact, I got an email from EBR one time that was unsolicited. Someone there had seen a thread I had posted here and sent me a pm thru the board telling me to contact them, that they could help me out. And they didn't want to sell me a part, just gave me some advice and about 200 pictures. And I'm not friends with anyone there either. That kind of attention to a customer is unheard of. I actually own a competitors product (a Buell), and they seek me out to help me with it. Make your correspondence with them short, direct and include as much info as you possibly can and response with be pretty quick. | ||
| 99buellx1 |
How your email and subject line is worded will help with prompt and correct responses also. Don't put a subject line of "help", or "question". Be specific and accurate. | ||
| Boogiman1981 |
issue i've had and seen with them is consistency. | ||
| Stirz007 |
"You know people have said things in the past about return emails and phone calls from EBR in the past and I think its crap." Maybe you're just special. I've been dealing with EBR since they started, and overall I have been VERY happy with their responsiveness - I consider myself a loyal customer largely due to that responsiveness and level of service. With that said, the response time does vary. EBR is a small company with limited staff resources and when other 'projects' are being pushed through, staff gets diverted and emails start to stack up (and heaven forbid someone actually takes some time off). Usually, but not ALWAYS, I get a response within 24 hours. I have had instances where it took well over a week to get a reply. And no, I'm not full of crap because this has in fact happened. So - here's what I have found works well: Like 99 says - be specific and direct your email to the right place. Be patient, sometimes they just cannot drop everything else and get back to you right away. (Cut them a little slack from time to time). Use email, not phone calls - you will usually get a quicker reply that way. If you don't hear back within a few days, send a polite follow-up email. As a last resort call and find out what's up (like someone is out of town at a race event) EBR is an outstanding customer-service organization, IMO, and I will continue to support them. At the same time, I also cannot expect to get my instant gratification right away. | ||
| Budgolf |
Maybe I am just special. And I don't recall saying you or anyone else was full of crap. And I wasn't referring to wait times of a week. I'm sorry I wasn't super specific in my thread, but since you were evidently their first customer I figured you'll get it. I was talking about the numerous threads that are on badweb that call EBR out for poor customer service because EBR hasn't been able to fart the parts that some people think they should be building, or answering every email that comes in asking how they can "go fast". Seriously dude? You've been dealing with them since the beginning? You and who else here? Its beyond me how someone can get their ass in the air when you've said something positive. But maybe I'm just special | ||
| D_adams |
I usually just send a text message if I need a quick reply. I get an answer in a couple of minutes normally, an hour or so if they're busy. I guess somebody there likes me? Btw, you can also try tech@ebracing.com for tech type questions. | ||
| Trbulnt |
I just ride there and walk in the front door!! In all seriousness Michael Richter has always quickly replied to any email I have sent to EBR. Besides that the people in person are fantastic to deal with. Try giving Kawasaki or Honda a call and see how fast they reply to you! I don't work for EBR but its apparant that they are a fast growing company so some things may not be addressed as quickly as we would like. | ||
| Stirz007 |
Bud - you having a bad day or something? Geez... EBR has only been a separate entity for a few years, so quite a few of us here have probably been using them more or less since they began - I'm talking about the time since the HD/Buell split and EBR became a separate entity. (not that I feel any need to explain myself OR get my panties in a wad). And if you think I was attacking you personally, whatever, I wasn't - - but - - your post basically is saying that reports of slow response are a bunch of crap - so maybe I was calling into question the comment, as there are actual instances of slow response and usually for some good reason. rainbows, unicorns, purple ponies, pretty clouds and better things to do.........  | ||
| Budgolf |
You're right Stirz. Sorry guys. Im on my third month with no tobacco and the Welbutrin is wearing off. maybe thats it. | ||
| Froggy |
 On topic though, I've seen a few posts over the years of people complaining of not being able to get in touch with EBR, but they seemed to be in the minority, and are not a reflection of any of my experiences or anyone I personally know. I'm sure shit happens, things get deleted as spam or fall through the cracks, but that isn't the typical result when contacting them. | ||
| Timebandit |
Delayed responses are real. They're a fact of life, and if you deal with EBR enough, you're going to experience them. It doesn't matter if you're an anonymous customer or somebody who knows the guys personally. Those guys are dedicated, hard working people who are BUSY!, BUSY!, BUSY! They are busier than you can likely imagine, and they have to ration time for everyone. Sometimes you're going to catch them in crunch mode, and when that happens there's just not enough of them to go around. What this means is that if you haven't had to wait, then you have been lucky. Maybe you are asking simple questions, whose answers are easy to knock out. If you have a request that is anything other than simple, then you're one of the people who will sooner or later have to wait. That's not any reflection on you, and it's not any reflection on them. They're really busting their balls 24/7 to get things done. Consider that right now, they're in the peak of crunch mode because the racing has just started, they're fielding a new team on new hardware, and the new hardware is going through some teething problems. While they're doing this, they've also just gone live with the rotor-exchange service which is adding customer order fulfilment to their to-do list. If you're a computer g33k, then the following analogy might make sense: In some respects, it's helpful to view every customer inquiry to EBR as if it were an interrupt service request. When you make a request for service, it interrupts whatever they're doing, and they have to make a decision about which process needs to be serviced in what order. To service your interrupt, they have to stop doing whatever it is they're doing to handle your request. http://en.wikipedia.org/wiki/Interrupt Sometimes the number of multitaking jobs is so intensive that it takes them a while to respond. http://en.wikipedia.org/wiki/Interrupt_latency If the process of submitting inquires isn't rate-limited, and too many interrupt requests are made at the same time, then the result could be an interrupt storm, in which case productivity goes to zero. http://en.wikipedia.org/wiki/Interrupt_storm It's important to bear in mind that these guys are working non-stop and are doing everything they can as fast as they can. If you don't get an immediate answer, consider that it's because they're busy, not because they're ignoring you. If I don't get an immediate response, I wait a week and try again. In the big scheme of things, I try to bear in mind that no mater what it is that I'm doing, and no matter how important what I want may seem to me, the truth is that my needs don't constitute an emergency on their part. There are other things to deal with that are far more pressing and they'll get to me when they can. They really are good about that. | ||
| Baf |
I've emailed them a few times within the past month, and always received a speedy, detailed response. The longest time I waited was about a day. As someone said earlier, Buell bikes are technically a competing product, and they're going above and beyond by providing any sort of support, especially for free. Heck, just today, rather than selling me a part they had in stock, they said I didn't really need it and I could re-use my existing part. When they start selling more affordable bikes, I'll definitely consider buying one. | ||
| Ratbuell |
I had a reply to my Sunday night email by 0830 this morning, from Michael. I'm always impressed. |
