| Author | Message | ||
     Dobr24 |
So, has everyone else had just great service from Vanson or what? I was in the market for a new jacket and was told by numerous people that "Vanson is the jacket you want." I went on their website and placed my order. This was after talking to their customer service rep and being told that the jacket was in stock on the showroom floor and this was the preferable route of ordering and the jacket would ship in a couple of days. This was on a Monday. The website immediately showed my purchase. I kept checking for shipping details in my account, but never got any. Friday came and I called the service rep to see if my jacket had shipped. She said let me check and proceeded to tell me again the jacket is in the showroom I'll go get it and it will ship in the next few days. I'm a pretty patient guy so when I noticed that my visa account had not been charged by the following Wednesday I called again. Same customer service rep, same story only this time she says, I checked on your order and it appears we sold the jacket on the floor at a sale this weekend, but we have more in stock and I'll ship one out tomorrow (Thursday). I reluctantly held my tongue about her previous promises and said thank you and hung up. In the meantime I sent a email request to customer service and asked for overnight shipping in light of the situation. My visa account was charged and I was called today Friday and told that the jacket shipped Thursday night. I checked the Fedex website and sure enough the jacket did ship, super saver or some mode like that! That means I wont get my jacket until next Tuesday. I have to say that I am frustrated with whole process and utter lack of concern which was placed on my order. Is this the norm or have you had a better experience? | ||
| Buellerandy |
With my experience with vanson, thats pretty much the norm. Be glad it didn't take longer. | ||
| Lake_bueller |
It's too bad their customer service is questionable. But you will definately enjoy the jacket. I wear my Vanson almost every time I ride. I have a Buell adventure jacket for rainy or cold weather. | ||
| Greenlantern |
Chris , as a lot of people on this board can attest to, you actually got what is the equivalent of "Fed-Ex" next day on your jacket purchase. I was lucky with my last 2 purchases where I got them off the rack of my local BMW dealer who is also a Vanson dealer, But my wife who had to order her size direct had to wait 7 weeks for hers and I have heard worse than that from a good many people. Shame too, it is a damn good quality product which is worth every penny of it's asking price! Randy | ||
| Chasespeed |
The ONLY problem with Vanson... BIG customer base, and rep... small company, not alot of employees, etc... The product is WELL worth the wait though... Haad my jacket for a few years, crashed with it, etc.. still in great shape, except some rash.... Take it for what its worth... Chase | ||
| Jaimec |
I've a friend who USED to work for Vanson. I brought this thread to her attention and she informed me that Vanson filed for Chapter 11 this past Spring, and their bank refused to honor her paycheck. Things ain't looking good and I guess that explains why the new Buell line is NOT coming from them. | ||
| Dobr24 |
Well, I feel better at least I know it wasn't just me and I'll get my jacket soon enough. I hate to hear that they could be facing the end. I'm a small business and hate to see another have to close. Chris | ||
| Thespive |
I love all my Vanson stuf, and they have always shipped my stuff to the West Coast promptly, but they aren't known for the speed at which they do business. Anyway, the product has always been WELL worth the wait. --Sean | ||
| Nondual |
A company like that deserves to go bankrupt. I don't care how good their jackets are, that sort of customer 'service' is deplorable and shouldn't be tolerated. | ||
| Greenlantern |
A company like that deserves to go bankrupt. I would not be inclined to agree with that harsh a statement. I don't care how good their jackets are, that sort of customer 'service' is deplorable and shouldn't be tolerated. This I agree with, but it is sad that Vanson may be heading for the gallows, I toured the factory some years ago and saw first hand that the people working there were hard working and had extreme pride in their work. It is unfortunate that such a operation would be doomed not by inferior product quality ( In my opinion there is not a superior one) but bad management. The saddest part of this saga is should Vanson close it will mean the lost of more American jobs and the lost of yet another mainstay of American craftsmanship. And if Vanson is bought out you can be sure that all operations will be done beyond our borders.  | ||
| Ducxl |
Dobr24, i'd be pretty ticked at the constant excuses.Then being told..."oops,we sold it to someone else".It happens..I've been trying to source Ducati parts since last March..It happens.Too bad.Take solace knowing your jacket won't be like mine with the "Made in China" tag. Yours will be crafted by your fine American fellow laborers.And THAT makes it all worth the wait.Gee Wizz..all that and Vanson leathers is only minutes away from my house.I better check them out and buy from them before they go belly up and their merchandise ends up being "made in China". Need anything "off the rack" before i go? | ||
| Indy_bueller |
Vanson may be short on customer service, but they are long on quality. I love my Vanson/Buell stuff. | ||
| Nondual |
Customer service IS quality. Quality does not exist without customer service. Hence, Vanson is going out of business AS THEY SHOULD. There's no legitimate reason that a company can't provide both a quality product and also quality customer service, and any company that fails to do these two critical things deserves to fail miserably, American or not. | ||
| Lost_in_ohio |
Quality without customer service. They are oblivious to their problems. Taking several days to ship an in stock jacket. Oh it is in the showroom. I am speechless. (Message edited by Lost_in_Ohio on September 07, 2007) | ||
| Ducxl |
Vanson is very lucky they can even BE in business.Name ONE other American manufacturer of quality leather product. NONE. You see,Vanson occupies an old defunct textile mill that once employed hundreds of seamstresses'. Fact,there were ONCE hundreds of textile MILLS around the city that Vanson manufactures in.They're all in China now.Soon...sadly the Vanson line WILL be made in China.Because people like us want our product NOW DAMMIT! We're doomed as Americans to countries like China who are more than happy to sap our manufacturing base to nothing.Then...it'll be China who conquers our government and installs Communism...But many of the Economics professors here state what'll happen to Vanson is really a good thing  | ||
| Tombo |
I have several Vanson jackets and pants and have not found anything I like better. I am fortunate that I live close enough that I can buy from the factory showroom, so I have never had to wait. In fact, I have seen them make adjustments on the spot while a customer waited. I hope they survive and thrive, and continue to host their summer BBQs. | ||
| Thespive |
Name ONE other American manufacturer of quality leather product. (Raises Hand) Okay, okay, how about Bates? They still make leather stuff by hand (and right here in good 'ol So Cal), I love my Fastlane boots. Granted it is a MUCH smaller operation. www.batesleathers.com But I do love my 3 Vanson jackets. --Sean | ||
| Tdiddy |
Fox Creek Leather (There in Virginia) | ||
| Danny_h__jesternut |
Ha, you should see how long it takes to get a custom jacket there. And it ain't cheep either. I should probaly ride across the river and get a new one or two so as I would then have a life time supply of the best American made leather ride/race jackets. | ||
| Nondual |
Communism isn't even really well installed in China. Totalitarianism is, however. Of course, we're racing to catch up with them on that. | ||
| Chasespeed |
ND, it SEEMS that you only like Asian products... Customer Service is PART of quality.. not all of it.. Personally, I dont think that Vanson has an equal in the manufacture of motorcycle leathers(among their other leather products) If you think that customer service is total... Hey, have I got some for ya... You pay someone to do a job... They do it fast, and half assed... BUT, they were apologizing that it wasnt up to your "unusually" high standards for the time frame... Good CS... sure.. crappy quality of work.. You pay me, I do the job, takes me a little longer, and costs a little more...(i eat the shipping costs, to make amends)... You get a product that is high quality, but, it took a while, and, cost more... You decide... (btw, you wont offend me, I am engaging in conversation)... Personally, I believe, quality(especially with safety gear), is MUCH more important.. Though, due to past dealings, I order stuff before I need it...but, thats just me.. I have duty tomorrow... going to bed now... Chase | ||
| Nondual |
Chase, Don't be obtuse. Nowhere did I say that customer service was the ONLY part of quality. I only stated that it's a NECESSARY aspect of quality. Learn how to debate and/or listen. You wasted an entire post arguing a point that, had you paid attention, you'd have realized is a point I don't actually hold. I don't like ALL Asian products, just most JAPANESE motorcycles. I also like Italian motorcycles, and German motorcycles, and I also like the only US motorcycle worth respecting (now), Buell. | ||
| Guell |
"Customer service IS quality. Quality does not exist without customer service. now it would seem to me that you said that customer service is quality etc etc. And why wern't buells worth respecting before? Buell wouldnt have been able to make a bike with the rotax engine had the previous line of bikes not been successful. | ||
| Chasespeed |
Customer service IS quality. } | ||
| Mikef5000 |
You pay me, I do the job, takes me a little longer, and costs a little more...(i eat the shipping costs, to make amends)... You get a product that is high quality, but, it took a while, and, cost more... What would make your example apply to this situation is if you said something like: You pay me, I tell you it'll be done tomorrow, I don't show up for a week. You call me, I say I'll be there tomorrow, 3 days later you call me again, I say I'm sorry, I'll be there tomorrow and get it done that day! I show up tomorrow, and it takes 4 days before I get it done. Vanson can take as long as they want if they have the best product, but they must be honest to their customers. Tell me it'll take 2 weeks, and I'll say great! Thanks! Tell me it'll be 2 days, and then it takes 2 weeks, I'm likely to be pissed! | ||
| Nondual |
When I said 'Customer service IS quality', what I was saying is that good customer service is a quality issue. Buying an expensive set of leathers is a total experience, of which customer service factors highly. Therefore, you do not have QUALITY without good customer service. I didn't mean to imply that customer service was the only factor involved. I can see how you could reach that conclusion based on what I wrote though. I guess I just figured that no one could extrapolate that I was reducing quality ONLY to customer service because that would be a ridiculous statement. | ||
| Chasespeed |
I agree Mike... that post was late, and, a little wine fueled.. Lets make it halfway between... It also sucks, that, in alot of cases, its some phone jockey that basically has control of a company's future, and rep(indirectly, via CS)... Guess, that is why, when I do go back into business, I will be a one man show... My old partner, did some shady stuff, that cost me a fortune, either fixing his mess, or the disappearance of a bunch of my stuff, (powder coat equip, welder, etc)... its no worry though... I agree that customer service is part of the experience... No harm no foul... Chase |
