Carbon Shocks Q&A

Form&function said:
I could send a email but this public area is an excellent opportunity to show everyone how you do business.
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I don't handle any sales customer service or anything on that side.

Michael our Director of customer experience does . We have dialed procedures for handling everything that ensures an expedited support system and proper Inventory tracking.

Handling anything outside of our proper channels leads to people forgetting things getting missed and situations made worse by lack of communication.

The way we do business is Proper tracking and documentation of any warranty RMA or customer service item. This ensure problems are solved and handled by the people I pay to do just that. Doing anything else is what has hurt us in the past in all areas.

Also the speed at which things can be handled is greater as we are not sitting here waiting for updates on a message board.

email [email protected] - He is here to support and serve our customers and does a fantastic job.
 
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1Sinner said:
I had issues, Daniel took care of me. I believe he's actively trying to take care of you, but wants the email 1. To keep your shipping details and information private and 2. For internal tracking and routing purposes. Don't be a tool. Follow up with him via email with the issues, and information, let him get the process started and if you have a gripe after that, discuss it.
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Yup... I have to much going on to remember stuff and forget. That's why I have a dedicated individual handling all this stuff.
 
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1Sinner said:
I had issues, Daniel took care of me. I believe he's actively trying to take care of you, but wants the email 1. To keep your shipping details and information private and 2. For internal tracking and routing purposes. Don't be a tool. Follow up with him via email with the issues, and information, let him get the process started and if you have a gripe after that, discuss it.
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Firstly, I'm not a ****ing tool
Second,I don't have a gripe, I'm giving the business the opportunity to square up with whom I know is a difficult customer.
 
Form&function said:
Firstly, I'm not a ****ing tool
Second,I don't have a gripe, I'm giving the business the opportunity to square up with whom I know is a difficult customer.
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If the guys a difficult customer for both you and them, then let the friggen customer do his own dirty work.

Guys straight up and told you how to do it through the proper channels. Do it how his business wants their business done or put someone else's shocks on it.
 
Winchested said:
If the guys a difficult customer for both you and them, then let the friggen customer do his own dirty work.

Guys straight up and told you how to do it through the proper channels. Do it how his business wants their business done or put someone else's shocks on it.
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I don't know who anybody is. I just offered to help.
 
Form&function said:
Firstly, I'm not a ****ing tool
Second,I don't have a gripe, I'm giving the business the opportunity to square up with whom I know is a difficult customer.
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Let the customer do his own dirty work then. The business owner for the shock company directly reached out, told you the process to fix it and you don't want to follow it. That's on you bud.
 
not defending anyone, but HE say 8-10 weeks from "the deposit". No idea what direct from Carbon is like for other products
 
pennsylvaniaboy said:
not defending anyone, but HE say 8-10 weeks from "the deposit". No idea what direct from Carbon is like for other products
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Generally we quote 30 days. He had a lot more shocks than planned and our bypass production line has been going non stop. We did a few extra weeks in there of infrastructure for volume and we ship about 20 He shocks weekly.

Some bypasses have taken longer and some custom orders on things like 1 off stuff has taken longer but generally we communicate with customers fairly well.

We have a couple projects that took way to long but getting those done and things where they should be. We are getting there though.

The Hulse shocks took off like crazy and went to a much higher volume over night than initially planned! Good problem but had re allocate a number of planning items around the shop.

I am aware of about 5 orders with extended lead times 1 of which is dumb long but is a very custom thing we had to reengineer some fitment and stuff.
another was bad planning on my part on how we were fitting springs on a 3,5 coilover for a customer on here nick. Those left yesterday actually.


We are an open book my friend! We are growing scaling and making some cool stuff people are liking and learning along the way how to ensure customers are happy and product is perfect.
 
carbon_shocks said:
I am aware of about 5 orders with extended lead times 1 of which is dumb long but is a very custom thing we had to reengineer some fitment and stuff.
another was bad planning on my part on how we were fitting springs on a 3,5 coilover for a customer on here nick. Those left yesterday actually.
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Can confirm, Daniel and the whole Carbon team have been easy to deal with, even when I'm firing off ****head emails after natural disasters.

Also, we perhaps got a little outta hand with the shock setup and maybe we shouldn't have done a 3.5 coilover and 3.0 bypassed bumps...but this is America and I won't apologize for it.
 
DocRamsay said:
Can confirm, Daniel and the whole Carbon team have been easy to deal with, even when I'm firing off ****head emails after natural disasters.

Also, we perhaps got a little outta hand with the shock setup and maybe we shouldn't have done a 3.5 coilover and 3.0 bypassed bumps...but this is America and I won't apologize for it.
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LOL Good times.

I mean.... #becuaseracecar
 
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