Let me start by stating that I believe this is a good forum for opinions on Zuk equipment suppliers. When I have a good experience with one of them, I will tell you, same with the bad. I pull no punches and will state the story exactly as it happened for both experiences.
I have bought stuff from Tim at NCO and DaveAZ at AAPA and I am extremely happy with their service before, during and after the sale. They have also helped me several times when I didn't buy anything, just needed some help or advice. Top notch suppliers of equipment in my book!
Sadly, I have recently been part of a sales experience with two companies that have possibly turned me against using them for anything ever again. Here is the story:
My future sister in law ordered a piece of equipment toward the end of February, a cage for the protection of their children. The order was placed early so its arrival would coincide with my little brother’s suprise birthday party, March 17th. She was assured it would be there on time, so she bought nothing else. The morn of the 17th, I called the company she ordered it from and was told that the supplier of the item had problems with his welder, and the item had not been sent out, but he was pretty sure it would be sent out the following Monday, March 19th and that he had talked the supplier into knocking $50 off the price ( a nice gesture ). I called March 29th to check the status because I thought it was an awfully long time for an item to be shipped across the US. It was supposed to arrive the next week because it was shipped out that week (March 26-30), and was on the way. Thursday April 6th my brother and I got in touch with the companies involved and found the item sitting at Fed Ex in our area with the wrong delivery address it had been there only 2 days. I checked the tracking number and found it was shipped on April 3rd from the supplier. Finally Monday the 7th of April my brother got his cage delivered which leaves him less than two weeks to finish assembling it and have it welded in, in time for Zuwharrie on the 20th. The supplier informed us he had been waiting on the correct address from the company the item was ordered from. The address was sent with the original order, and never asked for again. The company had our phone numbers, email addresses for both my future sister in law and myself and the address is the same one associated with the credit card number that was sent. The original company's owner also knows I am an active member (not just a lurker where I would be hard to find) of one of the list he is on.
My main problem with all this is: Why did WE, the customers have to do all the calling, why did the companies NEVER call us to explain what was going on? The original plan was supposed to take 2-2.5 weeks from order to arrival at the delivery address. I can understand problems with equipment, but poor customer service I cannot abide by. Suppliers, please take this experience as a lesson about how not to lose customers, if you have a problem, CONTACT THE CUSTOMER!! It is their money, you know...
If you think it doesn't cost to upset one customer, think of this...my family owns 5 zuks, I have about 5 more friends in my immediate area who own them, several more in the surrounding area, will be at a run with 30+ zuks in two weeks, and am a member of one email list and 3 bulletin boards with well over 500 owners on some of them. It's true I might not make a huge difference in your capitol flow, my family not buying from you might not make any difference in your overall profit, but... I just spent over $600 in parts from a great company, my brother spent nearly a $1000 recently with another great company that's $1600 in one month that went to companies that had the same products as yours may have, but we were willing to even pay more, if we had too, to get the customer service these companies offered. I cannot in good conscience send someone to suppliers whose customer service is lacking, but I will not hesitate to send them to the people who excel at service.
I have made it a point to try not to identify any companies in this message, because I don't want to start list wars, I will however privately inform anyone wishing to know who they were, if asked. I have nothing to hide or lie about, and hope these suppliers will take some constructive criticism and correct their shortcomings.
Sorry for the long winded post, but needed to get it off my chest!
It's NOT a JEEP!
(Image by Justin Fender)