Total lack of support by Factory 5

[70gtvert]

I have called 2 times, 4-5 weeks apart without response. I have emailed after 2 weeks from the second call with no reply. I have an insurance claim and said so and I get no reply to my question AT ALL. Why not! If this was the way you were back in 2010 I would NOT have bought my kit from you, period. What is up? And don't tell me how busy you are, plenty of time has gone by since my inquiry's.

[CaptB]

It's crazy isn't it?

[Dave Smith]

The guys and I are doing the very best we can. I am happy to help you. Call my cell at 774 263 6188 I will look up your emails and report back either way. Dave Smith

[Jim1855]

Please guys it's not just FFR that is struggling and my guess is that Dave & team are humping it. Between labor problems, damned COVID nonsense, supplier issues and availability everyone that has anything to do with manufacturing or business in general is suffering.
I don't want to tell you to get used to it or to lower your expectations, that's Joe's job. But if you expect nothing and actually get something then you'll be pleasantly surprised.
Jim

[J R Jones]

With inventory on hand and JIT (just in time) functional, everything should be running at capacity and everyone should be busy.
When supply breaks down, production slows or stops. Production staff are reassigned or sent home.
Customer service and warranty and purchasing and development and HR are not affected, unless management decides to save money and put everyone on unemployment.
Customer service is only encumbered by customer service.
Yes the employees are subject to Covid, that is why vaccinations and masks are important.
jim

[fact5racer]

I ordered a new refrigerator Sept 7th and got it on September 8th! I would say that was awesome but I ordered it Sept 7th 2020 and it was delivered Sept 9th 2021.

[NC Cobra]

The guys and I are doing the very best we can. I am happy to help you. Call my cell at 774 263 6188 I will look up your emails and report back either way. Dave Smith

Well done, and worthy of respect.

[fact5racer]

I ordered a new refrigerator Sept 7th and got it on September 8th! I would say that was awesome but I ordered it Sept 7th 2020 and it was delivered Sept 9th 2021.

And yes the milk was spoiled!

[narly1]

I submit that striking a balance between price and quality is a huge component of FFR's business model.

Has the company tipped too far to the side of low cost?

I have an opinion, but it's not my place to say... it's not my company.

Maybe one day when I have an equally successful company (by my observations) selling a similar product I will be better qualified to comment.

Perhaps a better perspective would be to ask:

"How much more would I be willing to pay for a higher quality kit, and where in the kit should those quality improvement(s) be made?"

Just my $.02, everyone have a great day and weekend!

Earl

[70gtvert]

Update, I spoke at length with Dave and he is a man well worthy of respect. He provided the information I requested as well as a number of alternative solutions to my dilemma. I guess I just need to respect the fact that the world we live in is not the world I have in my mind ( that of an older fart) and let things settle as they may. Thank you Dave.

[FFRWRX]

But should it have really come to that? Calling and emailing and getting nowhere. Then post a complaint on the company's forum and finally get a response. Is this then the way to get issues resolved from now on? Seems the answer is yes, but it should really be no.

And no, I'm not a FF hater as some will assume. But just like the company I worked for, they were praised for doing the right thing, when doing the right thing was really just correcting the wrong thing they did.

[David Hodgkins]

Since the original complaint has been dealt with. Thread closed