FFR email support

[Bill_VA]

On this forum and especially on the "other" forum, I get a sense that people are not very satisfied with FFR's email support. The general consensus is that if you want to get any sort of response you must call them because emails are going typically unanswered.

I will add that I am a totally satisfied FFR customer and would recommend them to anyone. I understand that CS has weakened FFR with his frivolous law suit in which FFR had to shell out way too much money to defend themselves (again). And I understand that because of this weakening, personnel may not be available to support us the way they would like.

However, email is THE preferred method of communication for many people, including me. Honestly, with my poor memory, it's good to have a written log of what someone told me saved on my computer that I can go back to for reference. FFR must step it up in this area.

There's one thread in particular on the other forum (http://www.ffcars.com/forums/17-factory-five-roadsters/275102-bent-frame.html) that is gathering a lot of attention about a bent frame. I think it's a shame that something like that went out the door. I had a similar issue with a defective body when I received my kit several years ago (FFR handled it promptly and perfectly with one phone call). Too bad this guy didn't/couldn't wait for FFR to make it right.

[seagull81]

Why is everyone wanting to do email if it supposedly doesn't work? Call them and you can talk thru the issue and get it resolved at the get go. I had an issue with the front over rider and hoop kit I received and it was resolved with one phone call. I think hey do a great job of customer service.

[Bill_VA]

That fact is that FFR advertises it. If they don't want or can't adequately support us via email, then take the option away. I agree, their support of their customers (at least me) is superior, just not via email. I've seen countless posts about how someone emailed FFR and didn't get a reply, it's happened to me, that's why I call.

[David Hodgkins]

Bill,

If you want to have a "paper trail" I'd post in the tech section here. One of this site's main functions going forward is to provide "direct" access to FFR tech support. Dave monitors the tech section as do I and the other mods so generally if something isn't answered in a day or so someone catches that and brings it to the attention of the tech guys. Of course this is a new way to think about tech support and there have been some lapses but I feel strongly that going forward it will be the best way to get a resolution to an issue. Since it's much more visible to the rest of us than email, I would assume it would be in FFR's - and the builder's - best interest to resolve tech issues in the tech section quickly.

HTH,

:)

[CDXXVII]

Bill,

If you want to have a "paper trail" I'd post in the tech section here. One of this site's main functions going forward is to provide "direct" access to FFR tech support. Dave monitors the tech section as do I and the other mods so generally if something isn't answered in a day or so someone catches that and brings it to the attention of the tech guys. Of course this is a new way to think about tech support and there have been some lapses but I feel strongly that going forward it will be the best way to get a resolution to an issue. Since it's much more visible to the rest of us than email, I would assume it would be in FFR's - and the builder's - best interest to resolve tech issues in the tech section quickly.

HTH,

:)

I agree with David and appreciate the "Ask a Factory Tech" as an alternate option for a paper trail.

I have had great experience when speaking with tech. support on the phone. They quickly help you get things in the proper prospective and more often than not find a good solution. E-mail has been a bit challenging for me and I see the point about FFR being a small company with a lot on their plate. For me a quick e-mail reply with - we received your e-mail and we will review and get back to you as promptly as possible would be nice.

Using this forum is also a good tool and I like the fact that they have an ( Ask Tech. Support ) page. The only thing I caution is that you are careful on how things are worded. It is very easy to see how things get taken out of context and next thing you know, you have the (Frame is Bent Thread).

I have had more than my fair share of challenges with my build but I would still highly recommend FFR to anyone hoping to drive one of these great cars someday. All it takes is a trip to any FFR Roadster event and after a couple of hours of looking, drooling, and talking over these cars and you are quickly reminded on how great things will turn out.

Thanks for all who share their builds on this forum.

[Bill_VA]

You guys referenced the "Ask a Factory Tech" section. First it's hard to find, there should be a link to it somewhere on each page of this forum, or at least on the home page for each sub-forum.

Second, it doesn't look like FFR answers too quick. It's kind of hit or miss it appears. Sometimes they respond in hours, sometimes days go by. I know from experience that if I have an issue, I can't or don't want to wait for days to get an answer. Again, if FFR is going to advertise a certain method of support (phone, forum, email) then they should be on top of it ASAP.

I'm sympathetic with the situation of small companies, but I expect prompt service no matter where I go.

[Springboro FFR Roadster]

I have spoken to several people at a famous, old-time, West Cost company and they all tell you right off, they do not accept e-mail from customers.

Roy from Springboro

[3kcarbon]

I have spoken to several people at a famous, old-time, West Cost company and they all tell you right off, they do not accept e-mail from customers.

Roy from Springboro
WoW!
Do they accept customer cash? Maybe not as much as they could.

[frankeeski]

Honestly, If you don't have an issue right now, isn't this just pot stirring? Myself, I wonder why it is that anyone who is in hurry for an answer would use e-mail as an avenue to get technical or customer service questions answered but................Picking up the phone and talking to someone NOW you can most times get an answer NOW. I also don't use text messages for business either because in most cases they just breeze by the personal niceties that go along with a professionally run business. I always advise saying "if you call, send an e-mail as a follow up" and "if you e-mail follow it up with a call". In business you always want to cover you back end. While I may have issue with un-answered e-mails the bigger issue I have is someone complaining about it when they know there seems to be a problem and a phone call would alleviate it.

[Gopher]

On this forum and especially on the "other" forum, I get a sense that people are not very satisfied with FFR's email support. The general consensus is that if you want to get any sort of response you must call them because emails are going typically unanswered.

I will add that I am a totally satisfied FFR customer and would recommend them to anyone. I understand that CS has weakened FFR with his frivolous law suit in which FFR had to shell out way too much money to defend themselves (again). And I understand that because of this weakening, personnel may not be available to support us the way they would like.

However, email is THE preferred method of communication for many people, including me. Honestly, with my poor memory, it's good to have a written log of what someone told me saved on my computer that I can go back to for reference. FFR must step it up in this area.

There's one thread in particular on the other forum (http://www.ffcars.com/forums/17-factory-five-roadsters/275102-bent-frame.html) that is gathering a lot of attention about a bent frame. I think it's a shame that something like that went out the door. I had a similar issue with a defective body when I received my kit several years ago (FFR handled it promptly and perfectly with one phone call). Too bad this guy didn't/couldn't wait for FFR to make it right.Your right I could'nt wait FF wanted pics of the frame set up in the frame stand to prove I was right before they would discuss this.I asked for the suspension spec so I could do this Jason said I'll get back to you.You think if someone was leaveing in two days time he would have said hey I'm leaving give me till to get this for you.So when I called again on Thursday and was told he was gone I ask to speak with Dave he was in a meeting and asked if he could call me back .I called again on Friday and was told just he was gone again ask to be called back and his blacberry number just goes to voice mail.If I have to set it up to prove my point then I might as well fix it if I can.It also comes down to how long is this going to take If it takes 3 months to get two roll bars is a frame 6 months plus who covers shipping and everthing else.Right now I'm out 500 to 600 buck and maybe another week.If Dave wants to step up and help great I'll take anything he offers at this point all I want is the powder or code to recoat the frame.Dave if you read this give me a call or email .Bill Knor PS dave PM sent

[Gopher]

Yes they do answer emails but only when there's a sale involved.

[Pierre B]

When I started building my FFR MKII in the summer of 2004, I didn't even know about the builders' forum. I always turned to Factory Five's tech personnel for answers to my questions, and advice regarding dilemmas. Human communication is generally incomplete and less than exact, and so I welcomed the dialog that came to me with each inquiry. I found FFR very cooperative and helpful over the telephone. Notice I said 'dialog,' meaning that some of the Factory answers brought about other questions on my part, and so, for me, the verbal exchange was so much more helpful and efficient than an exchange of e-mails would have been. In my experience, FFR has always had very qualified individuals providing that technical help, but it didn't hurt either that Mark Doherty was my main contact at the time.
Factory Five has, I believe, a high stake in answering customers' build questoins as quickly and accurately as possible since, as the builders, we are an intergal part of the process of bringing these wonderful cars from groups of parts to rolling reality. There are times I was a bit impatient as the building was going on, but early on I decided that I would give each construction step the time it and I needed, so that the finished product would not be compromised. That's a decision I have never regretted. That taught me the true value of patience.

[rich grsc]

I HATE E-mail. Pick up the phone and resolve issue right away.

[Mad Dog]

Hi everyone,

With everyone back from the GoodGuys and Right Coast Nationals shows, I mentioned this post to the tech guys and they all said they're staying on top of the e-mails they're receiving. There's been a big effort to try and respond to all e-mails as quickly as possible. We have seen some of the e-mails sent from Factory Five go to people's spam folders (an e-mail I sent from my FFR address to Sally's here at FFR went to her spam folder) so it might've ended up in there.

Please double check your spam folder as our techs are working hard to help everyone on phones, e-mail, and the forum.

[Dave Smith]

Yes they do answer emails but only when there's a sale involved.

I think that is an extremely unfair thing to say. I have never worked with finer people who dedicate countless hours to customers with every single kind of question, some buying products, but MOSTLY helping guys.

Last week I posted exhaustively that I was the ONLY one here as Dans father had passed away, the guys were trying to cover a charity event in Maine with one truck, the Syracuse show with more guys, and a challenge race in Mid-Ohio with a third.

Before I read this post this am, I had already sent Bill a PM saying that I would get to him today as I do not have the details on his frame yet and we are still unloading.

Can we do better? Of Course.

[DOHCCOBRA]

Hi Dave,

Not to add fuel to the fire, but I have been waiting for a response from Jason since July 5th about being shipped the wrong part.

If you could help jump start this I would appreciate it.

Thank you,

Ryan Mason

[Dave Smith]

No fuel to the fire at all. I'll ask Jason to check on it and report.

[jimgood]

The squeaky wheel gets the grease. THE biggest problem with internet forums is that it's the negative posts that get the most attention. A company can have great customer service 90% of the time with little to no fanfare. But let one customer have a bad experience and the issue is discussed ad nauseum.