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Discussion in 'Vendors' started by Konflict Motorsports, Dec 25, 2012.
Best wishes Alex! I hope all works out well.
Looking forward to visiting you guys to have my 500 tuned! Glad I waited, I was prepared to ship my forks to you guys.
Thanks @JerseyJeeper , this is something that has been in the works for some time!
We look forward to getting you setuyp dialed @c4nuck
Good luck in TX Alex. Will likely be sending my rear shock for service soon
We are live in Austin, Texas. After some major setbacks during the relocation the internet and phones are back up and operational as of this morning!
If you've left a voicemail/email over the last week we will be getting in touch with you today.
Thank you for your patience during this transition.
nice,,, my daughter lives in Austin, neat place and indeed lots of nice terrain around.
Perfect timing. You missed the epic snow storm from hell. I got almost 4 feet in North Bend. We have drifts as high as 6 feet. Issaquah got hit like with 2+ feet of snow if you can believe it.
got my 701 back, an inch shorter for my inseam challenged legs. like it, need to put more miles and enjoy the new legs.
We are proud to announce we are fully operational and up and running at our new Austin, Texas location!
Our grand opening is this upcoming Thursday afternoon with special guest speaker @LyndonPoskitt will be presenting about his Races 2 Places and Dakar experiences. Tickets are available through Eventbrite for the presentation.
If you happen to be in the area or coming into town to join us we look forward to seeing familiar and new faces.
We are getting prepped and ready to head to the 16th Annual KTM Adventure Rider Rally held in Breckenridge, Colorado September 13th-15th!
We look forward to seeing you all at the rally!
They have had my Africa Twin suspension for 2 months and this is a big problem. The first month it took me a week to get hold of them, there Facebook said they were out of the loop for awhile and after sending emails, leaving phone messages and the local sheriff to the house/business for a welfare check I get a call back. I accepted the reason for no contact and told them no contact in todays world of social media causes a great deal of stress. Here I am another month latter and I am having to call them again, but now I want my suspension back no matter what condition it is in. I paid for the shipping, I gave them $1500 and my suspension and now I will contact the Texas state AG. If you do not live close to this business be prepared!
Good afternoon @toy4fun,
I am really sorry to see such a post as this, specifically as it seems to hold only one small side of the story. To anyone who cares or takes the time to read the above-mentioned post please read this to its entirety.
Firstly, I tried calling you back yesterday (within 15 minutes as I was finishing with clients in the shop like my employees told you), so much so as to also send you a personal email trying to follow up with you personally to go over things, I have yet to hear back from you, but we can handle this here in public view like grown adults if you would so like.
You mention we were out of touch, that is a possibility, we did have phone issue's for a short bit of time, this was posted on our website with a large banner, posted numerous times on our social media channels, as well an auto-response for every inbound email, myself and my team feel this was an appropriate way of overcoming that particular situation. We also handled your situation promptly and eased your concerns due to the many dealers closing in your area that prompted a panic it seemed.
I would like to add the reason for the delay in your suspension being completed breaks down as follows, Please see your invoice showcasing the appointment scheduled for you, as well an appointment invite was sent to your email to which you accepted this appointment. May I point out that your appointment was and still is scheduled for October 14th, why did your suspension not arrive until October 29th? On October 30th we had a discussion stating the anodizing of your tubes will have to wait till the next batch, as we had yours scheduled to be batched with others, unfortunately, your suspension did not arrive to us as planned, it arrived 16 days later. Hence, the delay in having your tubes anodized and being batched with other tubes, something every business around the world does, not just us.
You were made aware of this by me personally during our conversation on October 30th, as well during our follow up call informing you of the status of your suspension November 21st. Well, after receiving the proper amount of tubes to send a batch order, they shipped to our anodizing company on November 22nd, as we discussed on the 21st. I also mentioned there would be a delay in getting the tubes back due to Thanksgiving Holiday.
Your tubes are in house as of this morning, December 19th. This is something I would have liked the opportunity to discuss with you yesterday but you would not give me the opportunity.
While I and my team strive to meet or exceed every client's expectations and typically put our clients first above making a dollar I have realized over the years doing this that I cannot please everyone, though we certainly try. Sure, we like any small business have had staffing issues with some of our past employees, all handled with accordingly. We are not perfect, we are human and do make mistakes, mistakes to which we own and will address any issues professionally.
With that being said I would like to bring to everyone's attention (since you decided to publicly blast us in the manner you have) that you called at 2:41 PM yesterday afternoon and talked with one of my team members who offered to help you to which you declined, then it was explained to you that I was with a number of clients visiting our shop and that I would call you back as soon as I finished. You left your number with my team member, he interrupted me with our clients and told me about your call.
Subsequently, you called a total of 13 times in 6 minutes requesting to talk with me seconds after your initial call, once you were told I was unavailable you would hang up and immediately call back and repeat this over and over again. When I dropped what I was doing and got on the phone with you, a call that lasted a total of 1:06 I listened to you berating me, something my team members also dealt with. I even tried calling you back after you hung up on me as well sent you an email trying to touch base towards a resolution. We still haven't heard from you.
I would like to add, we were out of shop (posted on our website, social media channels, emails, etc.) for one week for the birth of my daughter on November 5th, there were some complications following this that has pulled me away from the shop at times for short periods attending doctors visits, specialist, etc., something I am not fond of sharing publicly but feel it may be appropriate here in this situation. I am sorry to say but my family comes first, above anything else, if you are not OK with that, then you can take your business elsewhere.
I will not tolerate a slanderous one-sided post to be made public in this manner when the fall out of the situation does not sit on our shoulders. We have been fully transparent with timelines, the reasons as to the timeline delays, and dealt with the egregious behavior you have displayed with my team, myself, and here with the inmates with a ridiculous post.
If you care too, please follow up with me via email or phone to discuss the shipping arrangments of your components.
Having had work done by Konflict Motorsports in the past I will stand behind them 100% I can say they are one of the few companies that keeps you in the loop and go over and beyond with communication via phone and email along with that there customer service has been top notch.
You sent the local sheriff out to check on your suspension?.... Yeah you have better get your suspension done...that massive tumor in your head that would lead you to think that was a good idea must be throwing your Sag completely out of spec...
What a duche! @boytoy4fun.
I want to hear the conversation with the sheriff about doing a welfare check on the dudes suspension.. LOL..
Congratulations on new baby and hope for speedy recovery! Sorry you had to deal with that incident above but the reply were professional.
I'm going to throw my hat in here for better or worse.
1st sending out suspension and getting it back when you need it / want it back is as hard as pulling off a lottery win. Don't ever expect that from any suspension shop (unless you're a top rider) and you'll sleep better. There are short service windows during the season and between races and you're not the only guy needing work.
Yes, it's frustrating as all get out, especially when the phone doesn't get answered by the exact person you want to talk to at that exact time.. Been there done that more than I care to acknowledge and that goes for many major national suspension shops out there. Remember those peoples hands are likely covered in oil working on something or dealing with the guy before you. They can't just stop everytime someone calls (or nothing gets done). That's why there is someone else to answer the phone.. Leave a message, have some patience.
Regarding Konflict i've dealt Alex, he put Dal Soggio inserts in my 701 and built me a custom shock. Things went sideway several times (not any of it really his personal fault). However it worked out just as good as it possibly could have in the end. He stands by his company, his name and reputation, even at the worst of times. In my case my suspension had to go back and forth across the country a couple of times and it was frustrating.
1'st trip - a manufacturers defect internal to the cartridges - he took care of it and shipping. It was a difficult issue to detect without riding the forks so Alex borrowed a 701, put my forks on it, personally rode it.. and determined, yup.. there's a pretty serious issue - customer is not crazy.. He needed to involve Dal Soggio but he took care of it and even had new parts machined to fix the issue so I didn't have to wait even longer.
2nd trip - on the way back from the repairs of the defect - they were not packed 100% correctly (they came out of box during shipping and fell out of a delivery truck at the shipping companies transfer station causing some serious issues (both cosmetic and functional).. - caused by a new guy in shipping dept there (fired for it I believe) and the shipping company and heavy rain softening the box.. - Alex took care of it and was as apologetic and understanding of my views as any human could possibly be. He replaced the tubes and other parts. He stood by his price, went and bought a gun case and shipped them back at his cost (again).
I went through the same contact issues on one of the round trips but they were all valid and it was posted on his website in advance (my problems timing just sucked).
For one of my forks round trips back Alex had just closed up shop up for 7/10 days to service a big race just as my forks were on the way back to me.. I received them when he was two states away from his shop still in route to the race BUT when he got my message about the damage he called me from the van on the way to the race, his wife left home, went to the shop and sent me a pick-up label! The forks were there for him when he returned from the race and he immediately took care of them. Yes it was a long time getting my stuff back but end of day shit happens. It pays to try to work through things like gentleman (Karma is a bitch as this thread shows).
So short story is, shit happens, good people stand by issues, if your shipping suspension or even just getting suspension done odds are it aint gonna be like running out and getting getting milk. It just ain't like that.. and let's not get into valving.. and no, I did not have any valving issues with Konflict.
End of day, after all the problems I had and the added cost Alex had taking care of problems he still offered me a free first service as a gesture to make up for all the problems and the two months in-season with no forks on my new bike after laying out close to 4k with him for custom forks and shocks. Sure I could have started screaming and yelling early on but what would that have accomplished?
The only upside to threads like this is that other suspension shops and shops in general can see what can happens when a customer gets peeved, has good cause, and there is no valid defense the shop can put forth. They can learn from Konflict the correct way to deal with people. Thanks again Alex..