Bawls
Needs a job
re-learning to ride
Posts: 2701
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posted October 02, 2009 05:43 PM
Positive feedback!!!!
As some of you guys know I've been saying that before I got home I was going to be ordering some parts for the next racing season as kind of a "Welcome home present to myself". While doing so I've had some good experiences and some not so pleasent experiences that I thought you guys might be interested in.
I guess I'll start with the not so pleasent so that i can end on a little bit lighter note.
I'm sure that if I were back home in San diego, i would not have had any problems ordering anything that i want online and getting it to me promptly but being on a ship with internet that is not even on par with the worst east texas dial up I don't exactly have that option. So i've been forced to take other routes. For the past week, I've been shooting out e-mails to various companies and have found out where a lot of people are failing in the "Customer Service" department. One company in particular ensured that I will not be using them for parts anytime in the near future.
Surprisingly enough that company was Schnitz racing. After sending 4 e-mails to their sales department over the course of a week trying to get in touch with someone I finally hit port and was able to call their phone number but since I was on my cell phone and didn't want to pay $4 per minute I asked for them to have someone e-mail me and the girl that was on the phone took down my information while sighing and sounding very uninterested in anything that i had to say. Maybe it was because it was a monday morning but I guess I'll never know. Needless to say, I never recieved an e-mail and after e-mailing them again later that day finally gave up on buying my parts from them. I guess my 1500 dollars worth of parts wasn't enough for them to worry about.
***** Now for the good *****
I called Clems Kawasaki to get information on a cut oil pan and asked them to e-mail me and within 30 min. I had an e-mail from Shannon Clem in my inbox. I explained that I was deployed and would need to do everything via E-mail and was assured that it wouldn't be a problem and that they could get me anything that i needed and have it shipped to my home in San Diego. I exchanged several e-mails with them over the course of the past couple of days and can honestly say that their customer service is second to none and that I will definitely be a returning customer.
The Second company that i dealt with was Spencer Cycles (who I went through for my extensions, chain guard, and 003 U-soft). I ordered my tire from them because it was the only part of the site that I could get to load and in the comments box at the bottom of my order I asked for someone to e-mail me to discuss ordering other parts. Within an hour I had an e-mail from Doug Ray *CEO* saying to let him know what i needed and that he would find whatever it was and give me the best price that he could on it. After e-mailing back and forth with him yesterday i ordered those parts and was very very pleased with their customer service as well.
Third was Race-tech Suspension. I called them briefly and had them e-mail me as well and after giving them the information that they needed they set me up with the spring that i needed and saved my information in their computer so that my wife could call them and close out the order for me. She called them today and said that they were very nice and had everything set up and ready to go so that all she had to do was give them her Debit card info and she was done.
The last people I had to deal with was Brocks Performance. As usual they were very promt on responding when I e-mailed them today about clutch springs. I would have expected nothing less from them though.
I would say that in todays market where everything is pretty evenly priced the company with the best customer service is going to be the one that stands out. These companies are all setting the bar and I would reccomend them to anyone in need of their services. Just thought that I would share the kudos.
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Best 60ft: 1.42
Best 1/8th: 5.97
Best 1/8th MPH: 119
Brockland Police Badge # 001
   
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dogg24
Expert Class
Posts: 322
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posted October 02, 2009 06:15 PM
I have ordered a few things from Schnitz myself and they were very nice in terms of customer service. The only problem I had was when I ordered my Puig windscreen and it was on back order and took over a month to get!! How can you sale something to someone and not realize you don't have it in stock or care to inform the person either!!!
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2012 ZX14R SE, Streetmeg, PCV
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eklipse636
Needs a life
ZX-14
Posts: 6046
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posted October 02, 2009 06:51 PM
I posted up in the beginning of the year when I ordere $1200+ worth of stuff about how unhappy I was with schnitz as well. The girl was a complete bitch. I ended up ordering just the chainguard from them.
Glad everyone else went smooth!! Put some parts on when you get home and let us know how she runs.
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Best: 60ft 1.351 1/8 5.68 mph 123.98 1/4
8.89 mph 151.32
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WindSwordNinja
Expert Class
Posts: 203
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posted October 02, 2009 10:02 PM
With so many places to buy parts from it is good to know which ones give good customer service! Thanks for sharing. 
So I guess the real question is how many parts are going to be PINK! 
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2014 ZX14 Black and Green
2008 ZX14 Black and Red SE
1986 ZX1000R Black
"Faster, faster! Faster would be better!" (Serenity)
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Bawls
Needs a job
re-learning to ride
Posts: 2701
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posted October 03, 2009 04:46 AM
Hopefully none, but if they are i'm going to run them anyway lol. We'll see how she runs on my maiden voyage to the track after a 6 month break. It's going to be my first time getting to make multiple passes on a long bike, and the first time out in my new leathers, so i'm not expecting things to be too great but i'm shooting for 1.4's my first day back. My apartments have a concrete parking lot so I'll probably get a few practices launches in before I go out lol. I'll be sure to post some pictures and hopefully some video up when i get back. The old white 14 should look pretty good slammed down all the way with the tiger tail and cut oil pan on it. Also, I can't remember if anyone needed weights of the oil pan or not, but i'll be sure and weigh both when i swap them out. Now all i have to do is figure out whether or not i need to buy a new strap kit since i don't remember if i left mine on my bike or if i took it off and put it in a box. If it's not on my bike I'm probably screwed because my wife moved into a new place and I'm sure that I'll never find it lol.
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Best 60ft: 1.42
Best 1/8th: 5.97
Best 1/8th MPH: 119
Brockland Police Badge # 001
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CajunBoyz
Zone Head
Posts: 702
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posted October 03, 2009 05:30 AM
I had some good exper. with Schnitz,but one bad one where as they charge me for the part,kept saying 2 wks it would be in,Finally after 3months & still hearing BS,we demanded a refund & i ordered elswhere & they were in within a few days..
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"Cajun Boyz with Bad Ass Toys"
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Bently
Needs a life
2012 14r In Blue and no Mods!
Posts: 5428
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posted October 03, 2009 05:52 AM
Bawls you are right on with my feelings on companys you mentioned. myself and a few friends have had trouble with Schintz, spencer cycle has always been great. and Clems is the Best I have ever delt with. another company I have found that will bend over backwards for you is cycle concepts
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bigdtd
Needs a job
Interceptors
Posts: 4209
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posted October 03, 2009 12:37 PM
I have had good luck with schnitz, tho once they had a backordered BMC filter that took a while, but nobody had them at the time and the price was competitive. The rest of the firms you mentioned are first class.
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2006 Black ZX-14,6 inches over,16/42, flies out,BMC Street Filter,Brock's Street Meg,Brock's Radial Mount Strap,PClll with Race map,Dynojet LCD w/Techmount, ZX-14 fender eliminator,Pilot Power2CTs,Speedohealer,Pazzo Levers,Cox Radiator Guard, Garmin Nuvi 265WT
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Red1
Expert Class
Posts: 442
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posted October 03, 2009 01:18 PM
 Edited By: Red1 on 3 Oct 2009 21:20
Bawls,
I have to chime in on this one! You are right Brock's customer service is legendary and precedes him. I ordered the Short Meg from him and exchanged several e-mails with him. I am a Brock's customer for life! How many CEO's do you know that personally respond to e-mails?
I also ordered the cut oil pan from Shannon and spoke with him on the phone his service was prompt and efficient. The pan arrived in a couple of days. Plus my son graduated from Culver Military Academy (NAVY) which is on the other side of the lake in Logansport, Indiana!!
Spencer Cycle is another company with a CEO who believes in customer service. I have spoken with Doug on several occasions regarding parts and information when I didn't even order anything!! Just wanted his advice and expertise. Don't know if Doug is still racing or not but his customer service is A+ just like Brock's.
I think one of the things that all three of these companies have in common is that the individuals in charge are racers ( one of us ) they know our needs and appreciate what we do as a hobbie's ( it's some of our lives not what we do but a part of who we are)
So many other companies could learn from the customer service skills of the above mentioned companies.
Last but not least:
THANK YOU BAWLS FOR YOUR SERVICE AND SACRIFICE FOR OUT GREAT COUNTRY!!
As those of us who served our country know FREEDOM IS NOT FREE!!
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Red12/Blue14
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Shane661
Needs a life
Posts: 11494
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posted October 03, 2009 01:22 PM
Edited By: Shane661 on 3 Oct 2009 21:23
I've dealt with Spencer's, Brock's, and Schnitz. I've spent thousands of dollars with each.
They all make mistakes on occasion, and I've found that given the chance they will all do their best to take care of the customer.
Good to see you back, Bawls. 
Shane
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eklipse636
Needs a life
ZX-14
Posts: 6046
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posted October 03, 2009 01:31 PM
Your right shane, but when your ordering quite a few parts that account for over a thousand dollars ( that's a lot of money to a working man) and the girl on the phone at schnitz hangs up on you bc she was going to check a price on some parts, and you wait over a week, and I called her twice in between, and ended up ordering it from somewhere else, she got mad and hung up on me.
I guess the point is, they have those girls answering the phone taking orders that have no idea what's going on, and that's going to end up with problems. Point blank.
Brock has people working for him that actually race. I think that's how they relate to us as well as they do.
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Best: 60ft 1.351 1/8 5.68 mph 123.98 1/4
8.89 mph 151.32
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Shane661
Needs a life
Posts: 11494
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posted October 03, 2009 01:34 PM
Edited By: Shane661 on 3 Oct 2009 21:35
Like I said, I have ordered thousands in parts from all of them. Each has made mistakes, and each has taken care of things. Some of those mistakes have been small...some not so small...for all of the companies I am referring to.
I work for a living too, believe it or not. 
So, that's where I stand on the companies I mentioned. Your mileage may vary...
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14nooby
Zone Head
Posts: 987
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posted October 03, 2009 02:18 PM
Schnitz is horrible at customer service.
I don't base my opinion on 1 dealing but base it upon several bad dealings. I just emailed their customer sevice department last week about a problem I had. They did not call me back. I am doing my best to avoid doing business with them at all. I wish I knew someone that sold the cluth pack that they sell because thats ALL they will get from me.
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eklipse636
Needs a life
ZX-14
Posts: 6046
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posted October 03, 2009 02:22 PM
Star Racing in Americus Ga can get the same stuff than schnitz, except cheaper or the same price. They are in charge of semdra, and I'd rather support the leauge I race in instead of some chick that don't know squat ab a bike.
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Best: 60ft 1.351 1/8 5.68 mph 123.98 1/4
8.89 mph 151.32
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Evilsports
Expert Class
Posts: 119
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posted October 03, 2009 05:41 PM
Why doesn't someone contact Schnitz and let them know what the trouble is. Just give them a heads up that maybe they oughtta pay closer attn to the ppl answering there phones. I'm sure that nobody there WANTS to drive customers away and if it's a matter of a couple snotty receptionists, well they can be replaced I'm sure. Rather than let them get dragged through the mud, make them aware of the fact that they are burning bridges and give them the chance to remedy it.
I would rather see an abundance of good companies to choose from rather than ostracize the few we have bad dealings with and narrowing the field. Don't get me wrong, I appreciate the heads up. I'd just rather see something pro-active as well to improve the industry and resources available to us.
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14nooby
Zone Head
Posts: 987
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posted October 03, 2009 05:53 PM
Read my previous post.............I emailed them on Monday of last week with tips and concerns on how they could improve things. In the email I asked for a reply. I also let them know that I purchased something they had in stock from someone else because they RAPE you on shipping. Heres an example: I needed a 530 chain masterlink it was $5 bucks. They wanted 10 to ship it. They are making money off of shipping. I ordered 3 of the same links including shipping it was less than Schnitz.. Heres another one: I paid to get a Vortex sprocket overnighted to me well come to find out Vortex ships all of Schnitz's sprockets direct. Vortex is a 3 hour drive from my house which would have been next day delivery anyways for half the price. Sorry for the long post but its just shitty.
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eklipse636
Needs a life
ZX-14
Posts: 6046
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posted October 03, 2009 06:07 PM
Noob, where u get the chain links?
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Best: 60ft 1.351 1/8 5.68 mph 123.98 1/4
8.89 mph 151.32
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Evilsports
Expert Class
Posts: 119
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posted October 03, 2009 06:46 PM
quote:
Read my previous post.............I emailed them on Monday of last week with tips and concerns on how they could improve things. In the email I asked for a reply. I also let them know that I purchased something they had in stock from someone else because they RAPE you on shipping. Heres an example: I needed a 530 chain masterlink it was $5 bucks. They wanted 10 to ship it. They are making money off of shipping. I ordered 3 of the same links including shipping it was less than Schnitz.. Heres another one: I paid to get a Vortex sprocket overnighted to me well come to find out Vortex ships all of Schnitz's sprockets direct. Vortex is a 3 hour drive from my house which would have been next day delivery anyways for half the price. Sorry for the long post but its just shitty.
Don't get me wrong man. I am all for exposing shady transactions. I've been on the sour end of a few and there is a point where the only thing left to do is try to help others from getting hosed.
I guss I'm a bit of an optimist in the sense that my logic says that if a business knows that it's doing something to sabotage itself, it would stop if someone pointed it out.
Unfortunately that's not always the case. Too many people out there that have no business foresight or ethics and are willing to cut there own throat for the sake of a short term gain. They usually take care of themselves.
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Evilsports
Expert Class
Posts: 119
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posted October 03, 2009 06:47 PM
BTW did they respond to your email pointing out your concerns? Did they sound willing to address it? Did it even make it to someone that calls shots, or do you know?
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masszx14
Pro
A mind beside itself!
Posts: 1806
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posted October 03, 2009 07:34 PM
Edited By: masszx14 on 4 Oct 2009 03:35
Stay away from MotoMummy.com- I've had by far my worst customer service
experience in recent memory with them. They are so full of sh*t that I'll never
miss a chance to share my thoughts on a forum and warn people of how these
scumbags do business.
MotoMummy.com, here's my vote for you- 
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universal@mind
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Bawls
Needs a job
re-learning to ride
Posts: 2701
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posted October 04, 2009 03:56 AM
It's hard to address concerns to a company that won't contact you back. I've e-mailed them multiple times with no replies. I'm on a ship so i don't exactly have the option of calling someone and letting them know what is going on, as soon as I get back on dry land I will make it a point to get in touch with someone other than a receptionist that is in charge of a computer and nothing else. To be perfectly honest with you, them not e-mailing me back after recieving multiple e-mails over the course of a couple of weeks just really urks me. Hell, I e-mailed brock last night and got a response back 15 minutes later lol. I will most likely end up calling Schnitz, but they've already lost my business.
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Best 60ft: 1.42
Best 1/8th: 5.97
Best 1/8th MPH: 119
Brockland Police Badge # 001
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eklipse636
Needs a life
ZX-14
Posts: 6046
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posted October 04, 2009 04:12 AM
To the "optimist" here. There's nothing wrong with being positive, but my feelings ab companies like thatis they have got too big for their panties. They could care less ab a few customers... And I could care less ab them getting my few $$'s
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Best: 60ft 1.351 1/8 5.68 mph 123.98 1/4
8.89 mph 151.32
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14nooby
Zone Head
Posts: 987
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posted October 04, 2009 05:27 AM
No they never tried to fix it or contact me for that matter. Its funny, I run 12 stores and I have to respond to customer complaints within like 2 hours or I get in trouble. Thats what makes it so painful is that I am a CS advocate.
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eklipse636
Needs a life
ZX-14
Posts: 6046
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posted October 04, 2009 05:36 AM
Noob email me sine the pm's don't work eklipse636@hotmail.com
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Best: 60ft 1.351 1/8 5.68 mph 123.98 1/4
8.89 mph 151.32
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Ryan Schnitz
Novice Class
Posts: 63
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posted October 05, 2009 05:39 AM
Edited By: Ryan Schnitz on 5 Oct 2009 14:04
Bawls,
Could you please let me know what email address you were sending emails to? As of right now, we can find no record of any of your emails. We have a gmail account on file. Is this the account you were sending them from? Could you also provide the name of the sales rep?
Please email me when you get a chance. Ryan@schnitzracing.com
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