FFR customer service

[Malibu46pt]

Placed my order several month s ago and received my kit a few weeks prior to the inventory shut down. The inventory list I received included the POL item on back order. When I did my inventory I identified many parts that I did not receive and were not on the POL. I have continued to send a spread sheet listing the POL items identified by FFR and the items not on their list. Now that inventory is over, when I email them they say it may take several days for them to reply. I work on random assembly projects since I don’t have enough parts to complete anything. What I want to know is that they have updated my POL to include the parts I have identified as missing. For example, head lights, accelerator, pedal , turn signal lights
Very disappointed in the customer service.I understand parts shortages , but I don’t understand the lack of communication.

[mladen]

My kit was oredered a bit back, and received last July. My POL was 3 pages long :) I did have items missing as you described. I emailed FFR and eventually I did get them all. I don't think I got an updated POL necessarily. I had a few small pieces I found out much later were missing, as well as a few incorrect bolts. FFR made it all good. Some in a few days, some longer, depending on part availability.

I started similar to you. Basically in order by the manual, and would then pause until I got the pieces. Reading through the whole manual makes it pretty clear where interdependent items are, so you can skip ahead in some cases without problem.

[edwardb]

They won't update your POL with items agreed are missing. They create a new sales order marked MIK (Missing In Kit). At least that's how they did it previously with their old system. Don't know anything about their new system. My experience is they keep very good track of your POL items. No need to confirm the list. Same for the MIK items once they agree and enter them into the system.

[MB750]

Why can't they just hold everything until it's a more "complete" kit like I'm paying for?

I've seen a few postings like this. Someone gets the stuff they waited 10 months for only to be in a holding pattern immediately because of the POL list...

As far as I'm concerned, just ship me EVERYTHING I'm paying for. I'd rather wait until it's all in inventory than randomly spread over the next year.

[jamminj]

they need to get the bulk of your kit out of inventory so they can keep building more kits

[OB6]

Why can't they just hold everything until it's a more "complete" kit like I'm paying for?

I've seen a few postings like this. Someone gets the stuff they waited 10 months for only to be in a holding pattern immediately because of the POL list...

As far as I'm concerned, just ship me EVERYTHING I'm paying for. I'd rather wait until it's all in inventory than randomly spread over the next year.

If they did that, they'd have a crap ton of partial kits sitting around taking up space they don't have. And as Paul said they wouldn't be able to build more. It seems most builders would rather get started on the things they can rather than wait for everything at once.

[mladen]

I imagine the logistics would be quite difficult, as would the storage burden. You can imagine what they would need if they kept your entire kit stored because some hoses were missing, for example, times all the orders that have open at a time.

The other part is, even if you had the complete kit, you will always need something else. I spend about a third of my "build" time researching and ordering various parts, fittings, lines, upgrades, etc etc

[Jeff Kleiner]

Why can't they just hold everything until it's a more "complete" kit like I'm paying for?

I've seen a few postings like this. Someone gets the stuff they waited 10 months for only to be in a holding pattern immediately because of the POL list...

As far as I'm concerned, just ship me EVERYTHING I'm paying for. I'd rather wait until it's all in inventory than randomly spread over the next year.



You really want to wait 18…or more…months? As was said they’d need a whole lot more warehouse space to stockpile 90% complete kits. Most of what is on the POL list is 3rd party and not produced in house. If Wilwood doesn’t have product to ship to FFR they can’t ship it to you… You want them to wait, or do you want to work on what you can? I don’t know how you work but I can ALWAYS find something to do—-and I’ve built more than “a few” ;)


:rolleyes:

Jeff

[rich grsc]

Why can't they just hold everything until it's a more "complete" kit like I'm paying for?

I've seen a few postings like this. Someone gets the stuff they waited 10 months for only to be in a holding pattern immediately because of the POL list...

As far as I'm concerned, just ship me EVERYTHING I'm paying for. I'd rather wait until it's all in inventory than randomly spread over the next year.
Just pickup the phone and ask them to hold it for 14-18 months till you have everything. Thats a real good idea, you wouldn't care if they held your $$$ and you had nothing to work on.:confused::rolleyes:

[MB750]

I know the answer, it's just annoying to deal with. The issue is inventory, in that the value of a company is based on how much crap they have sitting on shelves even if it is marked for future orders. Stuff in storage comes off the top and devalues the company as a whole. I've worked for a few manufacturing companies over the last 20 years and inventory has turned into a four-letter word for accountants because shareholders like as much value as possible. I just don't really like to be on the receiving end of it. I know, I placed my order and I'll get my stuff when it comes because that's how FFR does things and I don't have any other options for a Cobra kit like they do. Even if I'd have known this is how FFR ships their orders I still would have placed it so I'm just complaining to the ether. I just hate how very little is in inventory anywhere anymore and a lot is "on backorder" for some BS reason. Hopefully this new system they've recently installed will minimize stuff being short on the shelves and send up red flags to minimize the months of waiting for the rest of a kit to ship to a customer.


Just pickup the phone and ask them to hold it for 14-18 months till you have everything. Thats a real good idea, you wouldn't care if they held your $$$ and you had nothing to work on.:confused::rolleyes:

Why would I pay for my order if it's not ready to ship? Aside from the $1000 down payment, of course. Or is that what you meant by "held my $$$"?

I'd gladly pay for 100% of my order if 100% of it was shipping. Any less, then I'll pay that percentage less, but paying 100% and telling me "I'll get the rest when I get it" even though I've paid in full doesn't sit well with me.

[J R Jones]

I have worked for various OEMs, all producing and shipping complete assemblies, not "kits" of parts.
Typical transfer price was manufacturing cost plus overhead, plus 25% margin.
Loose parts for service were manufacturing cost, times five, plus overhead. Yeah loose bits are expensive to process.
All the completed assemblies ran through hot-test to verify they were perfect, and product that did not meet the criteria went to the hospital area for correction.
Manufacturing cost was determined by the BOM and a time study of assembly output per time period.
Assemblies that were routed through the hospital resulted in little or no margin, but you can not throw out sub-standard product valued at four or five figures.

We are all concerned about our purchases and timely delivery. With FFR in mind, they suffer erosion of margin every time anything requires special handling to deliver.
The most profitable FFR is the kit that sells with no late or failed parts.
So if you are lamenting price increases, perhaps they would be smaller and less frequent if everything happened on time. Increased profit by correcting root cause.
jim

[Malibu46pt]

The real issue here is not inventory or timing it is communication. I can wait and I understand supply chain issues. What I don’t understand the is the lack of communication. I just need to know they got my information and understand what parts I am missing. I don’t know if They don’t have my parts or if they don’t even know what parts I need and are missing. Just confirm my complete POL so I know that some day they will arrive.

[cob427sc]

I agree that communication is a problem. I have built "several" FFR kits (first back in 1998) and I don't believe any of the kits were ever delivered complete. The pieces do always show up but even since the first kit getting someone to respond and acknowledge that the parts are missing and will be shipped/on back order or whatever has always been a problem. I'm hoping their new inventory system helps in this endeavor along with adding some real people to timely return a call when questions arise. It should also cut back on what I expect is a huge bill with FedEx or UPS that they must cover sending along all the missing parts.

[GoDadGo]

I ordered my kit at the very end of 2014 and had only a handful of missing parts when the car was delivered on January 28th, 2015...The economy was less than stellar so demand for toy cars that need to assembled was likely less than it is today.

Right now we have strong demand with limited supply; however, next year the economic cycle will invert...With that being said, I think things will get better from a supply chain perspective in 2023 as the economy continues to slow which will improve the supply chain issues we are dealing with today...

The good news is that most Factory Five's customers are pretty well insulated from most economic issues...It is because we (The Customer Base) tend to be at the upper end of the income spectrum.

NOTE:..If Dave is finally able to put folks back on the phone lines, communication issues will greatly improve.

[Mike.Bray]

I received my kit towards the end of May. One thing about FFR is they seem to always hit the promised due date, something that is not easy to do! I must have hit the timing just right as my POL list was less than a page and over half of the items were small common bits I could easily source myself for not much cost.

What did concern me and still does is the MIK list. The loose parts are packed in boxes and each box has a sheet(s) with the Bill of Material (BOM) with spaces to check off if packed or not. A very common system, my company uses the same thing. My wife and I spent a few hours going through 20+ boxes to come up with our MIK list which was about 15 items. To FFR's and Dave Lindsey's credit they got these right out to me at their expense.

As I'm progressing through the build I'm running across more MIK items we missed on the original count. Again to FFR's credit they are good at taking care of them.

IMO, the POL list is understandable and they are good at getting the POL items out as soon as they can. My only complaint is I wish they would send a packing list when they make the shipment so we know what's coming and can plan for it. Currently all we get is a shipment notice and tracking number.

The MIK list is unacceptable. If you have a BOM for each box just follow the list and check items off as they are put into the box. If it's not packed, don't check it off as being packed. Simple. Honestly, there's not that many parts in each box. To check items off that are not packed tells me that either the people aren't up to the job or they are so understaffed they are rushing through the packing & inventory. It's annoying to us customers and I'm sure expensive for FFR.

[Mad Dog]

Placed my order several month s ago and received my kit a few weeks prior to the inventory shut down. The inventory list I received included the POL item on back order. When I did my inventory I identified many parts that I did not receive and were not on the POL. I have continued to send a spread sheet listing the POL items identified by FFR and the items not on their list. Now that inventory is over, when I email them they say it may take several days for them to reply. I work on random assembly projects since I don’t have enough parts to complete anything. What I want to know is that they have updated my POL to include the parts I have identified as missing. For example, head lights, accelerator, pedal , turn signal lights
Very disappointed in the customer service.I understand parts shortages , but I don’t understand the lack of communication.

Hi - Sorry for the delayed responses! Not sure who you sent your email to. We have been very busy over the past couple of weeks as we transition our inventory/order system, and migrating orders from the old system to the new. We're also a little shorthanded in the office right now with a couple of team members out. I see that your POL is listed as incomplete. The MIK order you submitted and that was entered on 8/11 is listed as fulfilled, and you have an open parts order that was entered on 9/6. If you can forward your parts questions to me at davel@factoryfive.com, I will look into those questions for you, and the team can help you get your parts.

Thank you everyone for your patience and understanding as we work through this system migration. We understand our customer's frustration, and are working hard to assist everyone.

[lewma]

I'm hoping they turn it around soon. its disappointing that their great product is being overshadowed by whoever is responsible for packing the kits. I built a MK4 a couple of years back and now I'm a good way through a Gen3 coupe. The MK4 POL was just as long as the Gen3 POL and they both were resolved fairly quickly. The issue is the MIK list. It was virtually zero for the MK4 but the Gen3 seems like 200 people randomly put loose items into any open box, then shipped it. The MIK was gradually reduced but along the way. I was waiting for a bunch of jam nuts. The package arrived and inside was a turn signal which was not on the MIK. I gave up and bought the components on my own.

I'm now waiting for the drivers side window frame to be shipped. My gen3 kit came with a drivers side window frame for gen2. Hopefully this new inventory/shipping system is going to resolve this. There's still plenty to do while I wait......