Firm Feel feedback

[LSM360]

I want to warn everyone regarding Firmfeel Customer Service. I delayed this email for a long time in hopes I was going to get a response from Matt of FF. He was nice enough to respond to my first email in which I was asking questions VERY nicely and politely regarding the new t bars I purchased (I have the email chain for evidence). He responded promptly and politely asking me to call him and provided the number. I called and got voice mail so I left a clear message with my name, phone number and short ref. After a week I called and left another VM. So over two months after the first email and no return call/email, I decided to try another email. Again, I politely asked for a call back as I needed "advice" regarding my issues with the super expensive new t bars I bought. There was a little frustration in my last email regarding no response to anything after months but still polite! Again, I have a chain of emails as evidence. It would take a whole lot to get me to become an azzhole customer, and especially with a company I use to be so grateful for and made that very clear in my first email.

Finally Matt responds today and is a smart azz and claims to not had any emails with my phone number. Not true, AND i left my name and number on both voice mails. And if those two things weren't enough, I've been a customer for decades yet he says he doesn't have my number. He referred to the 63 year old ASE cert mechanic with 40 years experience as my "sleuth mechanic" and had all kinds of excuses and a very chitty response to someone who has been patiently waiting for many months.

MY take? They MIGHT still have good products, I'm not sure, but customer service is chitty now. If that's the case with customer service, will this transfer into manufacturing? I don't know but they lost a super good customer (I've bought virtually everything they sell for front ends on multiple cars and would've continued). If a customer service rep can't get along with me, they have problems. I'd tell you my faults, but being a Karen isn't one of them.

Larry

 

[XfbodyX]

Larry, is it an issue that could maybe be addressed here by some of us who have done the work and rebuilt front ends or is it more of a part defect?

 

[LSM360]

My GUESS is that it's probably not a quality control issue. I just wanted to speak to someone. For all I know they had a bad run of bars or something like that. It can happen. TTI makes great products but they had a bad run of ceramic coating on headers and admitted it happened and offered solution. I'd still buy their products because they are superior. I have to look into it more with mechanic, but we have done that already. My post was NOT a knee jerk reaction. It was because of months and months of being ignored when all I was asking for from FF was some guidance, info, insight, whatever. I NEVER asked them for refund, partial refund, return of bars, not even close. Not what I was looking for. But after waiting patiently for months and then getting a snarky response and excuses of "I don't have your number" and things like that I had enough. Multiple emails and phone calls with my number. Just a little communication would've been completely satisfactory. I understand it's difficult running all the complexities of a business and had no issues waiting a couple weeks for a call.

I'll just move on and hope nobody else experiences this. I would say people should still give FF products a try. The old "don't cut your nose to spite your face" lol. I don't have time to dedicate to any back and forth with FF and drama.

Thanks.

 

[LSM360]

Larry, is it an issue that could maybe be addressed here by some of us who have done the work and rebuilt front ends or is it more of a part defect?

I will keep you posted. I think we'll (my mechanic and/or myself) will eventually get it figured out. It isn't the Artemis II schematic LOL. But I just wanted a little quick help from FF on phone or email. You know, customer service

Dick use to be great about this. I wish he was still there.

 

[Mikes5thAve]

That sucks.
I've been hearing some issues with other similar sized companies. Same thing, someone not looking for a refund but guidance with either obvious manufacturing defect for something they spent some serious money on or being told a delivery date that comes and goes and comes and goes or the part doesn't match their application and they're being ignored. They aren't one off incidents even with firm feel.
People like to say you should help support these local companies and buy American/Canadian/Whatever made but when you do that and don't get the support back it's easy to see how they get frustrated and move on.

 

[Unocal76]

I've read similar reports about Firm Feel's poor customer service over the past few months. Never used them personally but it seems like things are going to hell in a handbasket over there.

 

[AMC Diplomat]

was the powder coating too thick on the bars? i seem to remember that happening to someone else here.