Frustrated with FFR

[sasteel43]

After being talked into upgrading my kit order to IRS and waiting 10 months for delivery, FFR sent me the wrong frame. I received most of the IRS components, but also received a 3-link frame. Now I'm dead in the water. And FFR isn't exactly making me feel confident that they'll correct this in a timely fashion. They've admitted their mistake and told me they'd look into doing a frame swap, but I haven't heard back from them since Tuesday. Yes, I know they are extremely busy, and I'm a patient guy, but with the money these kits cost I guess I thought they'd being jumping through hoops to correct this. What a mess. Rant over....

[GoDadGo]

Hang In There & Good Luck!
I'm sure they'll resolve the issue soon.

[haak60]

i'd be on them hard. i would have lost my mind. Got my car last week after ten months. what i cant understand is the parts that are on back order that i can get on amazon the next day like the rivets which i did

[mburger]

Give them a little more time to work out the frame swap. They’re likely working on the logistics and shipping. Maybe putting it on a truck with kit deliveries in your direction for a swap. (I’m just tossing ideas out there).
FF will make it right. They always do.

[MB750]

Wow, that sucks, condolences... I would be pretty pissed as well. Waiting almost a year, basically unearthing a normal life to focus on this venture and you're delivered the completely wrong foundation.

Maybe during their recent hiring bonanza they should have put a QC inspector on the payroll.

[ydousurf]

Sasteel43,

You have every right to be absolutely livid, pissed, frustrated and deflated! That is what is called a major *×#%!/@+ mistake! I mean, I stopped going to certain fast food drive thru's because they can't get a simple order correct? WTH!

With that said, FFR will make it right! I know! I had some issues too with my purchase and they corrected each one! So, don't give up and don't let it squish your dream! Patience! And as my Dad always said... (God rest his soul) - "Patience! And sometimes patience even needs more patience! SO PATIENCE!" Great things come to those who wait - I live by that! God, my Dad was such a patient person and he taught me that - Thanks Dad, I sure miss you!

Anyway, allow FFR to make it right and correct the wrong on their side. I know you don't know me, but I still have a lot of faith in FFR, but they too, like many other businesses, have to get their orders correct, so their consumers are happy and satisfied, and keep coming back, or guys like me won't be in their court backing them! And we'll stop spending our dollars as well.

Again, beathe and don't throw your wrenches! All that does is just damage your tools and raise your blood pressure. I know it's hard, having to wait, that, and the Christmas excitement was somewhat ruined, no doubt. But DO NOT allow it to derail your plan and your dream. Give them a little more time and allow them to get the correct chassis that you ordered to you.

I mean this is an absolute failure on someone's part. And if I was in charge... I wouldn't necessarily fire anyone over this kind of mistake, but I would have them behind the wheel of a truck & trailer bringing you the correct chassis ASAP!

FFR will be there for you, just as they have so many (including myself) and all the other countless stories on fixing wrong or missing part(s) and problems, months and even years later. I mean what company does that? FFR does! They want you to be satisfied! So, bad mouthing anyone won't help you. Just like everything in life, including disappointment, keep marching onward through the pain, and the happiness and smiles will soon return. All the best in your build journey...

Doug

[sasteel43]

Yeah, with all the people at the factory that put these things together, you'd think that someone would have noticed. They need to dummy proof the process so that if a customer orders IRS it automatically upgrades the frame as well. I was hesitant at putting this issue out here on the forum, but FFR hasn't exactly been apologetic or accommodating yet. I guess we'll see how they handle this issue.

[sasteel43]

Sasteel43,

You have every right to be absolutely livid, pissed, frustrated and deflated! That is what is called a major *×#%!/@+ mistake! I mean, I stopped going to certain fast food drive thru's because they can't get a simple order correct? WTH!

With that said, FFR will make it right! I know! I had some issues too with my purchase and they corrected each one! So, don't give up and don't let it squish your dream! Patience! And as my Dad always said... (God rest his soul) - "Patience! And sometimes patience even needs more patience! SO PATIENCE!" Great things come to those who wait - I live by that! God, my Dad was such a patient person and he taught me that - Thanks Dad, I sure miss you!

Anyway, allow FFR to make it right and correct the wrong on their side. I know you don't know me, but I still have a lot of faith in FFR, but they too, like many other businesses, have to get their orders correct, so their consumers are happy and satisfied, and keep coming back, or guys like me won't be in their court backing them! And we'll stop spending our dollars as well.

Again, beathe and don't throw your wrenches! All that does is just damage your tools and raise your blood pressure. I know it's hard, having to wait, that, and the Christmas excitement was somewhat ruined, no doubt. But DO NOT allow it to derail your plan and your dream. Give them a little more time and allow them to get the correct chassis that you ordered to you.

I mean this is an absolute failure on someone's part. And if I was in charge... I wouldn't necessarily fire anyone over this kind of mistake, but I would have them behind the wheel of a truck & trailer bringing you the correct chassis ASAP!

FFR will be there for you, just as they have so many (including myself) and all the other countless stories on fixing wrong or missing part(s) and problems, months and even years later. I mean what company does that? FFR does! They want you to be satisfied! So, bad mouthing anyone won't help you. Just like everything in life, including disappointment, keep marching onward through the pain, and the happiness and smiles will soon return. All the best in your build journey...

Doug

Thanks, ydousurf, I'm trying to be patient.

[racingandfishing]

Can't imagine waiting 10 months and the excitement that the day has finally come and then this. Really sorry to hear it.

Other than the body, that has to be one of the easiest things to get right. Getting small stuff wrong, okay I can somewhat understand...and it is easy to get those replaced/shipped...but at least you can get started on your build. This sounds like it will be time consuming and regardless you should be getting a daily update. I'd be hot under the collar and not only asking them to make it right pronto, but credit me for lost time and a poor customer service.

Though can't say my pre-delivery experience (Due January) has been great and it seems those who bought in the past had better experiences.

[rich grsc]

so glad that everyone of you are 100% perfect and have never made any mistakes. staff shortages, shipping delays , parts shortages, really have nothing to do with anything

[cnutting]

I would be angry as well after that wait.

The certificate of origin will need to be updated/swapped as well since the new frame most likely would have a new number. They will make it right, there may be some behind the scenes stuff that they need to figure out and get right. It's not as straightforward as sending a new driveshaft.

[David Hodgkins]

FFR WILL make it right. I've sent a message to them and I'm sure you will be hearing from them soon.

They are currently implementing a new internal system and I'm sure they are experiencing a few hiccups. Not and excuse, just one of many possible explanations.

Supply chain problems continue to plague all sorts of businesses worldwide. Again, not and excuse but a possible explanation of an ongoing issue.

I'll be watching this thread and I'll make sure you hear from someone early in the week.

[sasteel43]

so glad that everyone of you are 100% perfect and have never made any mistakes. staff shortages, shipping delays , parts shortages, really have nothing to do with anything

Rich, you seem to always have something derogatory to say. I totally understand these issues. I deal with them every day at my company. But that's no excuse for poor communication. I personally call a customer when an error is made and stay in constant communication with them. And we're not talking about $26,000 worth of product, either.

So, have a nice day, sir.

[sasteel43]

FFR WILL make it right. I've sent a message to them and I'm sure you will be hearing from them soon.

They are currently implementing a new internal system and I'm sure they are experiencing a few hiccups. Not and excuse, just one of many possible explanations.

Supply chain problems continue to plague all sorts of businesses worldwide. Again, not and excuse but a possible explanation of an ongoing issue.

I'll be watching this thread and I'll make sure you hear from someone early in the week.

David, I really appreciate it. This forum is one of the reasons I went with FFR and not Ultimate Classics right here in my back yard. I hope I don't end up regretting the decision. Thanks again.

[Dave Smith]

Dave Hodgkins emailed me at home this post.

Thomas!!

First of all let me personally apologize for the mistake. I was aware of this last week immediately after it happened and was under the impression that the replacement chassis and shipping arrangements were already made and communicated to you. That is obviously not the case and Im so sorry.

Your order #156603 RGA was entered into the system on the 16th by Mike. What I found out was that the order was changed at kit review from the 3-link to the IRS and the packaging department got the work order change correctly and packaged the IRS components but the outgoing shipping (chassis assembly) did not. The outgoing QC verified the serial number and packages but missed the obvious chassis configuration. Ugh! You have my word that your new chassis is already made and awaiting shipping. First thing on Monday I will make sure that if Stewart is not available, I will have another carrier get the new chassis and pick up the existing one at your home in Texas as soon as humanly possible. I may swap out the body as well depending on whether you've removed it or not.

We've made some system changes as a direct result of this mistake in that the final outgoing QC will be off the system, not the printed orders to make sure that last minute changes to the kit configuration are made properly and executed. Again, you have my sincere apologies and personal attention to this matter.

Dave Smith
President

[sasteel43]

Dave, it was a pleasure talking to you on the phone. You really put my mind at ease that you'll make this right.

[skidd]

[2FAST4U]

FFR will make it right. Patience my friend

[Glen Davis]

Like my wife always says - Please God give me patient and GIVE IT TO ME KNOW!

[nucjd19]

Dave Hodgkins emailed me at home this post.

Thomas!!

First of all let me personally apologize for the mistake. I was aware of this last week immediately after it happened and was under the impression that the replacement chassis and shipping arrangements were already made and communicated to you. That is obviously not the case and Im so sorry.

Your order #156603 RGA was entered into the system on the 16th by Mike. What I found out was that the order was changed at kit review from the 3-link to the IRS and the packaging department got the work order change correctly and packaged the IRS components but the outgoing shipping (chassis assembly) did not. The outgoing QC verified the serial number and packages but missed the obvious chassis configuration. Ugh! You have my word that your new chassis is already made and awaiting shipping. First thing on Monday I will make sure that if Stewart is not available, I will have another carrier get the new chassis and pick up the existing one at your home in Texas as soon as humanly possible. I may swap out the body as well depending on whether you've removed it or not.

We've made some system changes as a direct result of this mistake in that the final outgoing QC will be off the system, not the printed orders to make sure that last minute changes to the kit configuration are made properly and executed. Again, you have my sincere apologies and personal attention to this matter.

Dave Smith
President

This right here!!!!!! This is why I will do business with them again. Yea I get it...big screw up but responding and fixing as fast as possible. Also.... Dave is just the best. What an amazing front face for a company

[MB750]

so glad that everyone of you are 100% perfect and have never made any mistakes. staff shortages, shipping delays , parts shortages, really have nothing to do with anything

I see your point, but this is the equivalent to a surgeon amputating the wrong limb.

[GoDadGo]

This right here!!!!!! This is why I will do business with them again. Yea I get it...big screw up but responding and fixing as fast as possible. Also.... Dave is just the best. What an amazing front face for a company

Amen!

[Papa]

I see your point, but this is the equivalent to a surgeon amputating the wrong limb.

A little dramatic with that analogy. An amputated limb can't be fixed, but FFR can certainly fix this mistake. All people/companies make mistakes. It's how they respond that separates the good from the bad. In this case, the president of the company has responded directly to the customer and is working the resolution. That fits in the "good" category in my book.

[Parsaver]

i'd be on them hard. i would have lost my mind. Got my car last week after ten months. what i cant understand is the parts that are on back order that i can get on amazon the next day like the rivets which i did

wait, I'm sorry to hijack but, you received your kit with no rivets?

[MB750]

A little dramatic with that analogy. An amputated limb can't be fixed, but FFR can certainly fix this mistake. All people/companies make mistakes. It's how they respond that separates the good from the bad. In this case, the president of the company has responded directly to the customer and is working the resolution. That fits in the "good" category in my book.

I know, it was a deliberate over-exaggeration to contrast the unnecessary sarcasm from Rich.

[tonywy]

Gents, I have been in automotive/ heavy duty truck parts for 40 plus years and can count on only one hand how many apologies that I have ever received like this one. No doubt, FFR/Dave Smith are the best in the business.

[BradC]

I had the opposite problem. I was supposed to get the basic 4 link chassis and I got an IRS chassis (#1292). I'm doing a custom setup in the rear so I wanted as little as possible to cut out. Instead I ended up spending $600 to have the IRS structure removed by a chassis shop. I didn't feel like doing it myself and I wanted it removed cleanly. Not as big a deal as your situation of course.

Good luck with it! I'm sure FFR will do their best to make it right.

[CraigS]

...
It's how they respond that separates the good from the bad.. .

I was working as BMW dealer tech in 1991 and a friend had gone to the new Lexus dealer and said come on over. I did. Spent until 2012 as a Lexus dealer tech. Papa's sentence above is the guiding philosophy for Lexus that I heard a million times. We can all see how it has worked out for them.

[Papa]

I was working as BMW dealer tech in 1991 and a friend had gone to the new Lexus dealer and said come on over. I did. Spent until 2012 as a Lexus dealer tech. Papa's sentence above is the guiding philosophy for Lexus that I heard a million times. We can all see how it has worked out for them.

Ha! I own both BMW and Lexus cars. Which do you think offers the more appealing customer experience?

Dave

[Mike.Bray]

Ha! I own both BMW and Lexus cars. Which do you think offers the more appealing customer experience?

BMW techs are too busy trying to get the turn signals to work lol

[MB750]

BMW techs are too busy trying to get the turn signals to work lol

LOL, reminds me of this comic I seen a few years ago:

[Papa]

What "build" means in different forums:

Lexus: Factory assembly
BMW: Adding a different air intake kit, exhaust, wheels, and a tune
FFR: Assembling a complete car

[Bill_VA]

Not to worry. FFR has a legacy and reputation for excellent customer service. 17 years ago I received my kit and thought the body was pretty rough but I didn't know what they were supposed to look like. Several months later, I finished the build phase and haul the car to NC to have NC Painter do the body work and paint (BTW, he's been out of business for several years). NC Painter was renown for his paint work - painting FFR Cobras is all he did. Anyway, I trailer the car down to him and within 5 minutes states that this was the worst FFR body he's ever seen. This was Saturday. I get home and call FFR on Monday morning, explaining what NC Painter said. The customer service guy says, "let me call you right back". About 15 minutes later I get a call and he states that he's profoundly sorry for the issue and that a new body would be on a hauler and at the painter within two weeks. I've never heard of customer service like that. Sure enough, they had a new body on a truck and delivered it in about 12 days later.

[GoDadGo]

What "build" means in different forums:

Lexus: Factory assembly
BMW: Adding a different air intake kit, exhaust, wheels, and a tune
FFR: Assembling a complete car

Dave,

You forgot the Corvette Builds which is the installation of Stickers, LED's, Chrome Covers & Do-Dads.

Steve

[Rickysnickers]

Wow, very nice the actual president and owner addressed this on a public forum!!! When, someday I can get an FFR, I know everything will be handled well.

[GFX2043mtu]

FFR is top notch!! Any one that says otherwise in my option has never dealt with them. I have dealt in the custom car industry for over 20 years and what you'll find out is there are quite a few companies that will deliver on less than promised and basically shrug their shoulders and walk away. Food for thought on my fun adventure in cobra land. 1) I had a engine built by a very recently de-funked builder that I paid a stupid sum of money to, drop a bearing after 200 miles. I then had to pay to return it (no refund on shipping after they determined it was their fault). All the fluids costs I had to eat and I had to wait a year to get it back. 2) Mosier built me a custom $5K rear end for road racing and forgot the inner axle seals. Then when I called them about it after the first day at the track where it puked oil all over the wheels, tires and rear brakes they charged me for the seals and I had to pull the rear end apart it to put them in at my expense. Ya no track fee refund, no partial build fee refund nothing. 3) MMR built me a pro trans 900 that leaked from day one and told me they "don't guarantee them to be leak free". My only silver lining here was the motor had to be pulled to be sent back to the builder. So I called liberty and got ever Liberty upgrade part for it since I had to tear it apart any ways. Now being honest FFR wasn't perfect as I was missing a few pieces and some how I got two left Wilwood rotors in my kit (not their fault as its a dropped shipped item), but when called they where on it. I had parts in days and replacements as fast as I could have hoped for. It just seems to be the industry (Very little OEM type QC)... I'm here how ever to tell you the BEST business in this industry in my eyes are Factory Five, Mike Forte and Summit Racing period! They are rock solid with their customer service and making it right. Keep up the good work guys.

[Avalanche325]

MMR built me a pro trans 900 that leaked from day one and told me they "don't guarantee them to be leak free".

Good God! Who do they think they are.........Tremec?

[vtullomk4]

I was not going to comment, but felt I had to weigh in…

I received my kit in Nov 2019, pre Covid. But my build has spanned pre, Covid and post. Was the kit short parts? Sure. Were there some packing issues? Sure. Did I screw up stuff? Sure, sure, sure, sure. But every single time FF addressed every issue promptly and efficiently. Not once did they let me down.

Let me give you a perfect example. Back in March, I was getting my chassis ready to take to an upholstery shop. 2 months to get an appointment. On a Thursday evening I noticed a pin hole leak in the radiator. Did I drop a tool? I am sure I did as there were no leaks for 3 months. I got home at 10 PM and entered an order for a new radiator (at my expense) and left a voice mail at FF explaining the situation.

By 10:00 the next morning I had an email and a tracking number!!! On Friday I removed the old radiator, and the new one arrived on Saturday. Needless to say I kept the Monday appointment at the upholstery shop. This in a supply chain crisis? Parts shortages, supply and demand? Amazing service. Talk about customer satisfaction.

Not once have they let me down with parts, tech support and my many stupid questions.

Thanks again FF for all that you do.

Vince

[rich grsc]

I see your point, but this is the equivalent to a surgeon amputating the wrong limb.

Right, the frame can't be fixed or replaced, just like a limb, dumbest statement ever
Oh, I will not apologize for defending Factory Five. 20 years, 3 builds and not one single time have they ever failed to address and fix any issues I had, regardless of how long it took to finish. I'm 70, and have never worked with a company that does a better job of "customer first".
so flame on, I don't care

[David Hodgkins]

Take it easy there guys I don’t wanna start cutting this thread apart