All I can say is DAMN!!!! there is alot of people getting the CS rear.

 

As a person who has bought items from Eric in the past, I can wholeheartedly say that his customer service was outstanding. It seems as though that now that he is swamped with work, perhaps he should hire more staff (i.e. a receptionist/admin asst. to take care of the admin/logistics so he can concentrate his efforts on turning out amazing products for which he is known)...

 

^ +1

He's halla busy... He needs a assistant or secretary...

Eric listen to the customers...shoot hire someone close to you on driver to handle these guys questions


As far as the guys with pending orders... I'm local .. Ordered my bumper 6 weeks ago.. Didn't hear for a month
Got him and now because of the shops wong color mixture I'm waiting..


So be patient..he's one of few vendors that sells cheap and awesome quality

Otherwise would everyone pay more if he had better customer service ? Help aunt cheap either you know

 

Well, I sent my payment for a pretty big order from him (front/sides/rear) so lets see what happens...

I sent him a polite text letting him know of that. He doesnt seem to reply to email/PM/text/vms so I'm just going to be patient and give him a week before I contact him again.

It sucks because I got into an accident and really want those parts so I dont have to drive around with a busted car...

 

he need to hire a sexatary to handle all of his phone calls that he doesnt return !

 

yah eric does need a secretary, maybe bluevelvet can put on a skirt and answer the calls

 

Sorry, but walmart does not have customer service and I think they still will be in business for years to come.....

I have one last example since I run my own business....

In Real Estate I provide great customer service becuase I work off referrals, friends, and do very little advertising now. So each client most likely is a referral. I treat them very well because I have done business with family, friends, etc.

BUT the bigger companies, large advertising agents that spend money have several clients(selling 10 plus homes a month to my 2 a month) If a client becomes difficult they move on, if you have a pool of 75 clients customer service is going to lack and you know who most likely will still be in business....the large advertising agents that sell 10 plus homes a month that care less about customer service. Just telling you how it is in my business.

I care about customer service, but one day I will transition to the bigger company motto because they are the agents driving the Ferrari's in Scottsdale while I drive my G35....

Just my take on things....

To get back with the thread I hope he contacts you in regards to your order, I had no problems in the past.

Floyd

 

I think that's the main issue.. We all work, we know what it's like to be busy.. However, we all understand that communication is just as important as the job you do and the quality of work you provide. That's all part of the end result.

I TRULY appreciate the savings that he's afforded ALL of us. I doubt I'd have been able to order a front, sides, and rear had the prices not been at the point they were from him. But that's not the issue..

I don't think anyone would have handed their money over to anyone that had a reputation of questionable customer service regardless to how impressive the end result was. From what I'm reading, people would have rather paid more up front and gotten better service than the treatment they're currently receiving.

I'm not even necessarily saying that Eric has BAD customer service, because when I DO get in contact w/ him, he's very pleasant to talk to, remembers me, my order, what was said in the past, honors his quotes, etc. It's just the arduous task of getting a hold of him that people are concerned with.. I think I'm saying that w/ proper attention his customer service could improve.. This is just part of a growing and lucrative business.. You have to reassess things that are important to your vast number of customers. Everyone wants to feel their order is most important, and their experience matters to the vendor.. Why do you think resaurants have those "comment cards"?

I also add, being half a continent away is already stressful, plus the wait (at least for me) and lack of visibility of the order can be intolerable at times. It's easy for one to say, "be calm and patient, I'm local, he's just busy..." But when you're in Texas, all you're thinking is, Dang, I just spent 2 Grand and I can't reach him.. What's going on?

I don't know what kind of Wal-Mart's ya'll have, but in Texas, we have this thing called "Southern Hospitality". Customer Service reigns supreme. You can't get in the door w/out the greeter having a smile on their face and a warm greeting to start your experience.

So that my motives aren't confused, my intention was not to bash Eric at all.. I just sympathize w/ the other patrons in this thread. I too have been/ am waiting for a status.. Not necessarily w/ the tone of "I want it now, or my money back..." Just a simple, "It's is/is not ready yet, it will be ready around ______, but I haven't forgotten about you.." I think that's all ANY of us want.(besides our order of course)



I have called mulitple times, left IMs, Voice Mails and texted. As of yet, I haven't gotten lucky enough to see if my order's shipped as it was supposed to yesterday (hopefully 3rd ship date is the charm).

I know he's busy, and works hard and has a multitude of orders, but he CAN'T be working 24 hrs a day (I sure hope not..) So if he isn't interested in getting an admin, maybe just return the calls he's gotten THAT day when he leaves the shop.. I think that much is owed to the customer.

I think that would put most of everyone's complaints/concerns to rest...

Just offering a solution because:
If you're not part of the solution, you're part of the problem!!!


Sorry for the length, just didn't want to be taken out of context.

 

1. i love his products and i trust him with my order
2. its wierd how he seems to be able to respond to new orders instantly but not give status updates when its neccessary.

3. some people need to know a status update since their cars might be in the shop, awaiting parts, etc. i just got my kit painted (sides and rear) but if i knew when the front would be ready, I could've held off, but without status updates, i had no choice but to go ahead with the installation/painting (i have the ivory pearl so its very hard to color match and best done with all parts together).

4. we are not talking about some 400-500$ amounts here (mr i ordered something from clear corners.com), some people like myself spent over 2000$ on my total order (with customs/taxes, etc.) so I would appreciate a status update.

5. i ordered some stuff from a group buy for a grounding kit which ended up being around 150$, but i'm cool... cuz the amount isn't much to worry about and i can install it anytime.

6. when i did receive the first portion of my order from eric, I could barely fit the contents into a full passenger van, thats how BIG the stuff was. I was lucky enough to have it fit with some twisting and the removal of the boxes/etc. other people might not be so lucky and they might need to rent a vehicle to get the stuff to a bodyshop.

7. like someone mentioned, customer service is important but at the same time,, I love Eric's products and when I spoke to him, he was very helpful, so that itself was good enough for me to be patient.. which i still am...

I'm waiting on my Inven Front and i'll wait as long as i need to until its ready since Eric pumps out quality products, however, not everyone can be patient since they all have different situations.

its easy for 1 person to say "stay calM" when they have nothing to look forward to or if their car is already done. People pay insurance monthly, they don't want to see their cars sit in the shop for weeks when all they wanted was a proper time frame.

SO TO conclude my rambling (which i hope explained atleast something), Eric needs an assistant lol...

ERIC - I hope this post didn't offend you, its simply explaining the goods and bads of the present situation. thats all. I will recommend Eric to anyone since his **** actually fits properly on the car cuz he tests all his products on a G35 BEFORE shipping them out. THAT is just excellent work!

 

while I've never actually purchased from Eric myself I have seen first hand the quality of his products. Unmistakably they are top notch and worth every penny his customers pay for the things they buy.

I, like Erick, provide a service to this forum in the way of doing custom headlight work. Some of you may or may not have seen some of my work in various threads here. I always keep in touch with my customers and let them know the status of their orders and also provide pics during the process (when I have time). While many consider this to be a great level of customer service it is easier for me to provide than it would be for him. I get maybe 10 orders a month while he receives that many in a few hours I'm sure.

The point is...
He's busy working on your orders. The more time he spends providing status updates daily is time he could have spent in the shop processing the order and getting it shipped out. Custom work takes alot of patience and understanding on both parties' part. I'm sure he's doing everything he can to get all his orders fulfilled accurately and in a timely fashion.

I know some of you have been waiting for a very long time for your products but I'm sure once you have that special custom bumer or sideskirts you ordered sitting in your hands it will all be worth it and the time spent waiting won't seem as long as you think it does now

 

Mike... I truly appreciate your perspective as one that provides services as well, but you too realize the value of customer service.. That's an integral part of getting promotion, and repeat business.. All of the things we're buying are luxuries, not neccessities, so to attract more perspective customers to spend these exorbitant amounts of money on custom pieces, special care must be paid to the customers themselves.

The significance of customer service can't be ignored, depreciated nor belittled for any reason. Without the customer, there is no business..

Eric, I didn't mean to offend you if I did either.. I have backed your product w/out even receiving it based on the number of people that promote for you and the quality I've seen in pics of your work.. I plan on being one of those as well when I receive my order.. I'll definitely send you pics of your work on my car for use for promotional tools and to better give people a representation of your work on a Twilight Blue G(so folks won't have to pshop that color)..

Like I said.. my ONLY quarrel is the amount of "luck" involved in catching up w/ you. Every other aspect of your business is on point as far as I can tell. And I think all the other people of this thread would say the same.

 

like quagmire would say..... "giggity giggity giggity.... ohhhhh yeaaahh"

 

I COMPLETELY understand the importance of excellent customer service and I know first hand how absolutely critical it is for any chance of repeat business or referrals and positive feedback.

My headlight mods just like Eric's products are a luxury item and not required in order to drive our cars. People pay good money for the products they buy from Eric as well as the prices I charge for the work I do. I've driven all the way to VA from MA to support a customer of mine that had headlight work done by me that needed a slight issue ironed out.


In the end its the customer service that helps the customer sleep better at night knowing they shelled out undisclosed hundreds of dollars for an item they haven't seen or touched or yet.

I'm sure once Eric chimes in or is able to find the time to address the concerns of his customers everyone will feel alot better about their purchases.

I understand the main point for all of you is your inability to reach him when you call or long wait times for a reply to a PM or voicemail or smoke signal etc etc. I'm sure after Eric reads this thread he will evaluate his options for making himself more available for question asking, status updates and shipping info as well as wait times.

I think the suggestion made earlier by someone that he get a secretary is a possible solution to the problem. However its only going to help someone who's order has already been shipped and tracking info is found in a computer. If he's still working on an order or a batch the secretary isn't going to be able to give a whole lot of info either.


Personally I'd suggest having his site updated so a customer with an order number and email address can enter the info on the site and see a status of their order (pending, received, shipped, or being processed)
I've seen this setup used on several other sites that I frequently order from and I don't have to bother anyone with a call...

 

Are there any available Webmasters who can do a favour by completing Eric's website? with a few very east scripts, we can easily keep track of our orders and Eric can easily update the status via phone/email/sms.

I'm a webmaster myself but currently swamped with too many projects to take on anymore.

but like i said before, the man needs an assistant...

 

I would say the people who have some suggestions on how eric can better assist his customers, try to help him out. Find him a sexy secretary or like t7n7 suggested to help him out with a site. It's one thing to suggest something and another to see it done. I hope something will be worked out, because despite the little things eric does do good work from what I hear on MANY occasions.