Factory Five Customer Service Challenges

[gbranham]

For anyone who is experiencing difficulties in getting prompt responses from Factory Five lately on POL/missing items (like me)...

I just heard from Sally at Factory Five. Nearly their entire front office (sales, etc) had COVID in the last week or two, and they are just now starting to return to work. Rest assured, they are scrambling to get answers and product out for folks.

I'm a repeat customer, and I can assure you, they will make good on everything...just a tough situation for them.

That's all...have a great week, folks!

Greg

[CaptB]

Hope they all feel better!

[narly1]

I look at it this way, feel free to correct my thinking:

MIK/POL inquiries for the ~ 3 kits/day going out x 250 working days = 750 kits/ year, plus all the calls from customers looking for spare/replacement/upgrade parts are being handled by ~ 6 customer service staff.

I think they do a pretty good job.

Would more staff improve the response?

I'm pretty confident the answer would be YES!

But at what affect to the bottom line cost of kits?

I for one am happy with the situation as it stands.

Earl

[gbranham]

I agree with you, Earl. They do a great job!

[KippRacing]

Good to hear about the customer service aspect. My kit completion date is aug 5th and i'm sure i'll be missing some parts.

[narly1]

Good to hear about the customer service aspect. My kit completion date is aug 5th and i'm sure i'll be missing some parts.

For me it took 4 months for what (I think) was everything I was owed to show up. To be fair the last parts to show up were related to an error made (by FFR) on the original order so excluding them it was only about 3 months.

IMO with a little flexibility in how one approaches the assembly sequence there is no reason why these delayed parts should stop a build.

Earl

[gbranham]

Good to hear about the customer service aspect. My kit completion date is aug 5th and i'm sure i'll be missing some parts.

For what it's worth, I ordered on 4/18/23, and received my complete kit on 7/11/23...very quick. My POL list was about 23 items, but about half of them made it on the Stewart truck before it left Wareham. Most of the remaining items started showing up about a week after my kit got here, and now I'm down to a handful of items I won't need for awhile...Aston Lemans Gas Cap, Shifter Handle Components, and the Headlight Mounting Parts. No big deal.

[KippRacing]

There have only been a select few guys on here that said they were missing parts that were crucial to starting the suspension build and other steps. I'm sure with inventorying everything i'll have my hands full for a few days. Placed my order in may and aug 5th is my completion date. Longest 3 months of my life :)

[MB750]

Hope they all have a speedy recovery.

Silver lining - at least you didn't wait 10-12 months for your kit to arrive like a couple years ago.

[gbranham]

Hope they all have a speedy recovery.

Silver lining - at least you didn't wait 10-12 months for your kit to arrive like a couple years ago.

For sure. My POL list hasn't slowed progress in any way. And if it did, well, I'd spend my time cruising this forum looking for more ways to spend money! :)

[Bill Elliott]

I received my kit on 6/24 and I am very happy with their customer service response. They truly stand above the rest.

[nucjd19]

Yea, we are having a summer covid bump. Happening across the country. Most folks don't test so majority of it is not even reported or noticed. Hope they all feel better soon. Really missing building mine since it has been done for a while. Feeling the itch again LOL!

[cc2Arider]

Ditto for me on the:
"Aston Lemans Gas Cap, ..., and the Headlight Mounting Parts." I'm also missing the Passenger side Roll bar. No worries for me at this time since I haven't made a lot of build progress anyway :rolleyes:

Craig C

[Mat1asBEV&ICE]

Thank you for the update. I was wondering why no one is responding. I'll sit tight a while longer.

[cc2Arider]

Chris's ears must have been burning yesterday, 'cause I got my Headlight bucket assemblies from FedEx yesterday!! :cool:

Craig C

[mikeinatlanta]

Factory Five customer service has been pretty much a constant over the years. It isn't going to get better and it's miles away from the worst. IMO the key when dealing with them is to just try to relax and enjoy the ride. This stuff is supposed to be fun. Perfection isn't on the menu for your build or them.