| Author | Message | ||
     Lospice1 |
As you all know, it is damn near impossible to contact ebr over the phone. This is an archaic business faux pas. I don't care what kinda business you are running. You need to be able to contact them in other means besides email. It's customer service 101. Now that I've gotten that off my chest, it took me a week longer to order them b/c of the email only policy and the slow response. I wanted them to install 1.0 springs, but there was no way to let them know on the order form other than leaving a note on paypal..again, they need a provision on the order form!! So I sent emails out of the wazoo, left the paypal note and got a response the day they shipped saying that I could order 1.0 springs and have them installed by my mechanic. What??? That's exactly what I wanted avoid!! Oy vey!! I think if you are spending $2k on product, you should be able to get a hold of someone on the phone! I don't want to hear sob stories of mechanics answering phones. Hire a freaking customer service phone rep!!! whew...had to vent. Now time to install! Will | ||
| Lospice1 |
They did ship the items quickly, but again missed on the customer service aspect. I wanted the springs installed and there was no mechanism to have that done. I've heard great service stories about how they were very accommodating in doing this in the past. That is why I'm dumbfounded. I believe in Erik and his products, but he damn needs to improve his customer service. I'm not going to spend $40k on a 1190 for this kind of service(or lack thereof)! I'm not a needy noob. I'm a loyal customer that wanted services done that they have previously done in the past. No company can operate like this and expect to survive. Will | ||
| Froggy |
Personally, I don't see the issue with that. What really bothers me is companies stuck in the stone age that won't let you do anything online. I recently had to book a hotel room, there was no way to check reservations on the website, and no way to even email or fill out a form to attempt to book a room, you had to call. If my girlfriend wasn't sold on the place I would be staying elsewhere. I don't know how anybody can get anything done by phone, it is slow and sloppy, and results in a higher likelihood of having a mistake made. Even worse is when you have to deal with customer service, the rep claims to have removed a charge from your bill, then you get the next bill and it is still there. You call back "Oh we have no record of that". With email and webchat, you have a paper trail.
They have one, I've used it before to leave a comment regarding my order. | ||
| Nm5150 |
One of the main reasons I deal with American Sportbike is because I can almost always get Al on the phone.I was having a hard time making a choice on a recent purchase and so I called and talked to Al personally to make my decision.On another occasion I placed an order on line and he called me about 30 minutes later to verify which bike I had and informed me I had ordered the wrong part before shipping my order.The internet is great but sometimes there is no substitute for actually talking to someone and that is why if I can get a part from American Sportbike Al gets my money.IMHO | ||
| Pizzaboy |
i also agree with the somewhat... sub par... level of service when dealing with EBR. theyre slow to answer emails, they avoid the phone, and seem to be somewhat less than helpful with issues ive had recently (and ive had a number of them this year!!). i always remember the buell customer service department 800 number as the epitome of what makes it awesome to own a buell. now without the chains of HD holding erik and the crew back, youd think they could chunk down some $$ from all of the private investors we have heard of and known about to help them re hire more of the old staff. they have an enormous opportunity to grab the current product owners, and keep them interested...keep them inspired. its the old owners who will be most likely to purchase the new stuff.. thus generating the revenue that buell wants! i suppose my questions might be seen as mundane to the EBR department; after all, i only put 30k on a 1125 since early '08, ride track days across the western US a dozen times per year stumping for my favorite brand; turning heads and generating curiosity... maybe id get more readily accessible information if i was an AMA racer?? its as simple as helping owners with aging bike maintenance and upkeep. odd repair parts and/or tools when i need them to do things... like repair the water pump, replace cam chain guides, provide all of the TLC old buell owners need to keep them in love with their bikes. the online store is little more than an expanded race catalog with a few common repair parts. i need exploded views of the rotax mill with every gasket available right there. while we're at it, here's another great idea for increasing revenue and raising bike building capital - start rebuilding 1125 engines for current owners. i should be able to get any combination of a stock rebuild to a fully built race rare white rhino 1125rr motor. that said, ill still support, still turn to EBR as a first source of info when questions/problems arise. service will have no choice but to improve if they successfully pull off rolling out 3 more models, and higher production. rant/off. | ||
| Sprintst |
$10 an hour should get them a decent chick to put on the phones and email. Yes, she won't know anything but she can let you know they are there, care and you will get an answer. | ||
| Reepicheep |
Right now EBR racing is a racing team that offers to sell race parts. When I ordered parts from them, thats the experience I expected and I had. Not as much touchy feely, but a ton more engineering discipline. I was happy with my experience. EBR appears to be building a dealer network, which is the source of the "$10 per hour parts prop" who will be in my way and increasing my costs when I want to order a part. Which will still be fine with me, but will make other people with different expectations happier. The fact that EBR was standing up a dealer network makes it clear that they *don't* intend to be a retail establishment with a retail presence. I just appreciate them making solutions (like the better Uly rotor) available to me in the meantime. Clearly they are doing it for love and not for money. Like others have said, if you want a retail experience that is good as they get, just call Al. You will be thrilled. | ||
| Tom_b |
Been trying to get a question answered about tuning a race ECM. Finally just gave up. So i guess i agree with the original poster somewhat. No excuses for lousy customer service for a small company trying to appeal to more people | ||
| Cataract2 |
And another one bites the dust... | ||
| Davegess |
+1 fro Reep! | ||
| Rodrob |
Right now EBR racing is a racing team that offers to sell race parts. I beg to differ. I paid $40,000 for a street bike. Yes I now race it, but they sold as a street bike and are being ridden on the street. | ||
| Reepicheep |
OK, people who bought the 1190rs excepted. They have a right to bitch if they aren't getting good support.  | ||
| Rodrob |
Didn't say I wasn't getting support. Just making the point that EBR is more that a race team.  | ||
| Zac4mac |
That brings to mind a question - Rob, who is your "Servicing Dealer" for the 1190? Z | ||
| Kenm123t |
Zac Rob Boogiman Smoke Elvis Shawn Guy Glover Myself Fast 1075 helped some at Daytona Wes, Shawns nephew and His westcoast helpers Rob how is the thumb? | ||
| Rodrob |
Rob, who is your "Servicing Dealer" for the 1190? I am, when I'm not at AMA race with the awesome Bad Web team. Thumb is still ugly but good enough to get my hand in a glove. Thanks for asking. | ||
| Mackja |
I agree no excuse for poor customer service, my experience has been nothing short of excellent, emails are always returned with in a couple of days, they stand behind there products, are always willing to help. I have had no problem contacting them by phone on the occasion that it has been necessary. | ||
| Kenm123t |
Rob are you coming to Daytona ? | ||
| Rodrob |
'Fraid not. | ||
| Black |
I have gotten fantastic service from EBR. They even emailed me a video on how to install a part I ordered. They followed up with emails and by phone. I could not be more pleased. |
