Road Armor Titan II Guard & Intimidator

[NNelson]

No answers

No one has any good stories or pics?

 

[THartfield]

Greetings from Buckstop:



Just to give you a little background, Buckstop has been doubling sales every year which is tremendous growth in a manufacturing company. We are currently building a new facility which will facilitate triple current production level. Construction completion was set for mid December. As many of you know that have done large projects, schedules move - - always out! As it sits now, our move in date is March 1st. This construction delay has built up a large back log that we are working feverishly to remove. Thank you all for your patience!



I would just like to set a couple things straight that I have read in this post and others. If you read the posts from NNelson you will see that the bumper he ordered was not late. He actually cancelled before the due date. When he expressed frustration with the possible delay, we agreed to move him up in schedule. At this point, he asked for a RoadArmor style grill guard, which we don't make and he obviously wanted. NNelson also had called to check on the unit 3-4 times before the stated due date - which we understand. If you multiply that by 200 people a day, calling to check on something that was stated up front to take a certain amount of time, you can imagine that we are busy on the phone.



It should be pointed out that Buckstop took zero dollars from him at any time and did not charge him any cancellation fees or restocking charges. The bumpers are hand built, custom to each specific order.



It is frustrating to try to help customers, juggle schedules and manage extreme growth and then get bad press like this. We just felt you all needed the full story. Thanks for your support.



Buckstop

 

[Patriot_RAM]

THartfield --



Not to change the subject or anything, but I don't suppose you have any pictures of your bumpers that have been in collisions? I'm curious to see how the hold up -- Or maybe how the rest of the truck holds up.



Thanks!

 

[MABurns]

Greetings from Buckstop:



Construction completion was set for mid December..... As it sits now, our move in date is March 1st. This construction delay has built up a large back log that we are working feverishly to remove.

Did you call the builder 3 or 4 times to check on why the building wasn't done as promised... ... . the customer is always right.

 

[NNelson]

Know the question was sarcastic but........

1. I made the initial call to order. (when I placed the order they told me 5-7 weeks, but they were catching up quickly, so it could be earlier)



2. I called at 3 weeks to make sure we were on schedule. Was told everything was in order.



3. Called at week 5 to see if it was going to be early. I also explained I needed to get a fender fixed on my truck and did not want to run around without a bumper for 2 weeks. So I needed to pin down a time so I could get the fender fixed about the time the bumper would come to me. They promised me I would have it in week 7.



4. I called on the last day of week 6(one more day was week 7). I was told they had not even started production on my bumper yet. Told me it was going to be 3 more weeks without an explanation. I did at this point (since I was under the impression I was going to have to wait 3 more weeks) ask if they had a grill guard with a more aggressive look (like Road Armor). They said they didn't. I asked if they could special fab something and was sent to look at another web site. I was just asking a question. I was not making the statement that what they had was not good enough, I just wanted something a little unique.



5. I called to cancel my order.





This is not how you handle a customer. I don't care if you are having growing pains or not. You as a company put yourself in that position by overextending your production capabilities. You are always up front and honest in everything you do. If it is going to take 20 weeks you tell them 20 weeks. And then you deliver(early if possible). Had they told me of the delay on the front end I would not be typing this.



Had they told me 10 weeks on the front end we would not be having this issue. Had they told me in week 5, 3 more weeks on top of the 5-7 they promised in the beginning we would not be having this issue.



They had promised me in week 5 that I would have my bumper in week 7. Then they tell me 3 more weeks!



MAIN RULE of Customer Service: You are to exceed your customers expectations. Not exceed the lead time you give the customer.

 

[NNelson]

Compare Buckstop to Road Armor

In the research I have done since canceling my order(which caused me to buy the Road Armor), I realized great differances between products. This is just my personal opinion.



Road Armor gives a lifetime warranty on the stucture of the bumper. They guarantee the grill guard portion will not break away from the bumper.



I could not find warranty info on the Buckstop web site. If someone does please post.



Buckstop on the other hand has this statement on the web site.



"Also, in the event of an extreme accident, the Grill Guard can be replaced without having to be cut off, re-welded, and re-painted. "



What is considered an extreme accident? The Grill Guard portion of this bumper is BOLTED on for replacement.



I would think a weld is stronger than a bolt, I could be wrong.



This is just my opinion.



I have not seen any pictures of Buckstop bumpers after a vehicle or other type of collision.



Just a thought.

 

[MABurns]

My smart a#* question was not directed at you NNelson.

 

[IC Smoke]

well I guess my post wasnt that useless afterall well weknow how road armor holds up how about any others?



Stock isnt very strong... . well i guess T-boning a car at 50 will do that i guess.

 

[jadoca]

Greetings from Buckstop:



Just to give you a little background, Buckstop has been doubling sales every year which is tremendous growth in a manufacturing company. We are currently building a new facility which will facilitate triple current production level. Construction completion was set for mid December. As many of you know that have done large projects, schedules move - - always out! As it sits now, our move in date is March 1st. This construction delay has built up a large back log that we are working feverishly to remove. Thank you all for your patience!



I would just like to set a couple things straight that I have read in this post and others. If you read the posts from NNelson you will see that the bumper he ordered was not late. He actually cancelled before the due date. When he expressed frustration with the possible delay, we agreed to move him up in schedule. At this point, he asked for a RoadArmor style grill guard, which we don't make and he obviously wanted. NNelson also had called to check on the unit 3-4 times before the stated due date - which we understand. If you multiply that by 200 people a day, calling to check on something that was stated up front to take a certain amount of time, you can imagine that we are busy on the phone.



It should be pointed out that Buckstop took zero dollars from him at any time and did not charge him any cancellation fees or restocking charges. The bumpers are hand built, custom to each specific order.



It is frustrating to try to help customers, juggle schedules and manage extreme growth and then get bad press like this. We just felt you all needed the full story. Thanks for your support.



Buckstop

sounds like you can afford to hire more phone help... ...



regards,

 

[Punkineater]

Greetings from Buckstop:



Just to give you a little background, Buckstop has been doubling sales every year which is tremendous growth in a manufacturing company. We are currently building a new facility which will facilitate triple current production level. Construction completion was set for mid December. As many of you know that have done large projects, schedules move - - always out! As it sits now, our move in date is March 1st. This construction delay has built up a large back log that we are working feverishly to remove. Thank you all for your patience!



I would just like to set a couple things straight that I have read in this post and others. If you read the posts from NNelson you will see that the bumper he ordered was not late. He actually cancelled before the due date. When he expressed frustration with the possible delay, we agreed to move him up in schedule. At this point, he asked for a RoadArmor style grill guard, which we don't make and he obviously wanted. NNelson also had called to check on the unit 3-4 times before the stated due date - which we understand. If you multiply that by 200 people a day, calling to check on something that was stated up front to take a certain amount of time, you can imagine that we are busy on the phone.



It should be pointed out that Buckstop took zero dollars from him at any time and did not charge him any cancellation fees or restocking charges. The bumpers are hand built, custom to each specific order.



It is frustrating to try to help customers, juggle schedules and manage extreme growth and then get bad press like this. We just felt you all needed the full story. Thanks for your support.



Buckstop

I would assume Road Armor is dealing with the same issues you dictate above. Looks like they are dealing with them a bit better than you are and it would be wise of you to take note. There are no excuses in business. You call it bad press, but bad press stems from bad service. Good press stems from good service. It would be wise of you not to get those two confused.

 

[NNelson]

Lead time for Road Armor

When I spoke to Jim at Road Armor before I ordered my bumper he explained that they were moving in some new machinery to help with the work load. The negative is while the machinery is being put in it could cause a slight dely for production. On top of that they dont sell many of the Intimidator packages due to cost so this adds some extra time. He originally quoted me 10-12 weeks.



I am ok with it because he is being upfront and honest about the situatuion. He contacted me later and said at the rate things are progressing I could possibly have it in 5 weeks. He just wanted to make sure I was informed of the situation and the possibility of having to come up with the cash early.



The point here is he contacted me. I did not have to contact him.



This is true customer service.

 

[SHyans]

The point here is he contacted me. I did not have to contact him.



This is true customer service.

I am sure "Jim" had the distinct advantage here as I am sure "Jim" got an enormous earful about evil Buckstop when you made the initial call. "Jim" is a smart guy and knows what kind of customer he has on his hands. "Jim" knows you are calling every two weeks to make sure he is doing his job, and "Jim" is role playing your next call right now so when he doesn't tell you what you want to hear when you call AGAIN, he might get lucky and tell you something that MIGHT keep you from calling next week!

I've been in business dealing with customers all my life. Buckstops mistake is not employing a highly skilled customer service person for all the NNelson's out there who have expectations that NOBODY can meet.

I can't wait for NNelson's upcoming thread(s) when Road Armor lets him down.

:-laf

Get ready Jimmy



Sorry, I couldn't read this train wreck anymore without comment. There has to be a more productive way to channel this bad ju-ju!

 

[Silver600]

I can't wait for NNelson's upcoming thread(s) when Road Armor lets him down.

I was told my Road Armor bumpers would ship the end of March several times. They actually shipped in mid July.

 

[NNelson]

SHyans

Thanks for the personal attack. I am sure you have plenty of issues dealing with customers as long as you continue to internally personalize business.



I do not have your extensive customer service and business experience since you have been doing it from birth. (Quote from below” I’ve been in business dealing with customers all my life. ")



But I do not think it is too much to ask from a customer stand point to expect the below.



To be dealt with honestly



Follow thru on your promises



Treat me with the same individual respect you expect.



I have full confidence that Jim will follow thru on the information he has given me.



Ultimately it sounds like you have a lot of experience disappointing your own customers and have thought it thoroughly through on how to handle these situations as you stated above.



It does not sound like the best business practice, but good luck with it. You might try using honesty as the best policy. It usually solves a lot of issues before they get started.



all IMHO

 

[Cigar John]

I'm confused, 7 weeks was too long to wait for a Buckstop so the order was cancelled just before production. Then you order a Road Armor that will take 10 weeks,but thats fast service ?

 

[BIG BOB]

I ordered my Road Armor in April of last year. At the time of order, I made arrangements with Jim to come to his factory and pick it up on May 14th. The bumper was ready as promised. Jim even gave my wife and I a tour of the manufacturing facility.



They are now doing the powdercoating in house to acheive a higher quality finish.

 

[BIG BOB]

Just got an email from our good Canadian Friend, Scotty. Most of you will know him by the outstanding air intakes he makes, Psychotty, Scotty Ram Air II & III Air Intake Systems.



Unfortunately, he has been involved in an accident. He says that he would've been in a lot worse shape without the Road Armor, so would the truck. The van was totalled. Theres actually close to 10K damage on the truck!



Here is a link to the pictures:



Scotty's Accident Pictures

 

[SHyans]

Ultimately it sounds like you have a lot of experience disappointing your own customers and have thought it thoroughly through on how to handle these situations as you stated above.



It does not sound like the best business practice, but good luck with it. You might try using honesty as the best policy. It usually solves a lot of issues before they get started.



all IMHO

Wow! Now I'm dishonest too. Touche

 

[SHyans]

I'm confused, 7 weeks was too long to wait for a Buckstop so the order was cancelled just before production. Then you order a Road Armor that will take 10 weeks,but thats fast service ?

Yeah, me too!

 

[NNelson]

CigarJohn, SHyans

Cigar John,



In answer to your above question. I made the following statement yesterday which should have answered your question, but I guess you didn’t read the whole post.



"Had they told me 10 weeks on the front end we would not be having this issue. Had they told me in week 5, 3 more weeks on top of the 5-7 they promised in the beginning we would not be having this issue. "



The point you are missing is the fact they (buckstop) stated in the post submitted on 2/11/05. I quote "Construction completion was set for mid December. As many of you know that have done large projects, schedules move - - always out! As it sits now, our move in date is March 1st. "



This was never told to me as a customer. I did not know of this until they posted it on 2/11/05. They knew the issue BEFORE I ordered my bumper (later December) and did not inform me of this possible delay causing issue.



The way I see it they had 3 opportunities to correct the situation.



Second time I contacted them was in week 3 and they told me everything was on schedule.



Third time I contacted them was in week 5 and they told me everything was on schedule and I would have the bumper no later than week 7.



Fourth time I contacted them was 1 day before week 7 and when they told me 3 more weeks no explanation was given. Just that it was going to take 3 more weeks.



They choose not to inform me as a customer of the situation.





One statement alone that Buckstop made should tell you they have customer service issues. This statement was made on the 2/11/05 post by THartfield.

I quote “If you multiply that by 200 people a day, calling to check on something that was stated up front to take a certain amount of time, you can imagine that we are busy on the phone. "



SHyans,



I was not making the statement that you are a liar or dishonest. I apologize if it came off as such. It was meant as a statement about how to handle business.



I have not done business with you so I cannot make a personal statement about it. All I have are the statements you have made about how you see me in this transaction. And the possible thoughts and actions you might make based upon a preconceived negative perception you have of me as a possible customer.



I find it bad that my expectations as a customer seem unattainable to you. They are simple and all customers deserve these 3 simple expectations.



To be dealt with honestly



Follow thru on your promises



Treat me with the same individual respect you expect.



You seem to be so vocal about me as a bad person/customer, why don’t you explain to me why I don’t deserve the above as a person/customer.



And/Or what I expected from Buckstop that I should not have.