Survey of Customer Satisfaction

[Wbulk]

Should there be a "confidential survey of customers satisfaction" on cars they bought new or built as a kit?

It would seem this type of survey would be very valuable to potential buyers of cars and avoid frustration and some rip offs. I know of times that previous customers are aware of problems with companies but are reluctant to say anything for fear of not getting parts they are still owed, or a afraid it will devalue their car. The end result is it creates a pyramid scheme type of effect where the last customers buying are the last to find out they are the biggest losers. In some cases your deposit may be paying for the last guys windshield he is owed. If you go to car shows enough and you talk to replica cars builders, you find that many of companies are no longer in business.

First, several questions would have to be answered. Just to start I would think there might be three categories. One for new finished cars, without engines and trans, then rollers that are not painted, then kits.

Second, there would have to be questions developed for each group. The questions would need to take into consideration the cost vs. value, so it is fair.

There are a lot of other questions, but would it be of value, or would it be better that the secrets be kept secret?

Wayne

[Z-linkCobra]

I agree that there should be some sort of evaluation just to keep people informed. The problem that you run into is there are always two sides to every story. I was a Snap-on dealer for 8 years and it was not common to get a call from another shop saying the dealer they had was not doing his or her job. They would go on and on about they order stuff and dont get it...the dealer wont show up etc. Then you find out they owe the dealer a ton of money...or that the last 3 checks the guy wrote them bounced..you find out the rest of the story.

I didnt buy my kit direct from EM so I cant say as to the dealings at that particular time...but I do know I have had alot of questions that they have not been available to answer. Thanks to the many great guys on this site I have got those questions answered so no big deal. EM either needs to get on the ball or take down their ads and call it a day. JMO

Gene

[Wbulk]

I think the survey would have to be a rating, not a narative. Like 1-10 for each topic question.

[Z-linkCobra]

That would work. I think its a hell of an idea. It would let anyone that was looking for a kit which direction to avoid.

[Wbulk]

You could rate general and specific things like:

Did the company replace defective parts in a timely manner? 1-10
How would you rate the quality of the fiberglass work? 1-10
Rate the quality and accuracy of the manual. 1-10
Rate the difficulty of the overall build. 1-10
Overall rate your satisfaction of the product purchased. 1-10
Rate the value of the product purchased for the money paid. 1-10
Rate your satisfaction with the finanacial transaction. 1-10
Would you recommend this product to a friend? 1-10
Rate the availability and knowledge of technical support. 1-10
Would you buy this product again? 1-10


Just some ideas.

[Woodz428]

I would think that with the exception of the financial and replacement issues much of it would be highly subjective. Someone that has little fab/technical or other car building experience will have a completely different opinion than someone that does it regularly. Just my .02.

[Dan Stryffeler]

Wayne,

"There are a lot of other questions, but would it be of value, or would it be better that the secrets be kept secret?"

I don't think there are many secrets out there... word gets around pretty quickly when the product is (subjectively) a bad value. I agree with WDZ, ratings can be highly subjective... even though the end product is exceptional, it might be perfectly acceptable to one person who has to wait two years to get a car, but would probably drive me crazy.

I think the burden falls on the buyer to do his own homework; talk to as many owners as you can, tour the factory, (look at their cars in process, parts inventory, etc.) It's been related many times on this site that the cost of a plane ticket is cheap compared to getting burned on one of these cars.

- Dan

[Clois Harlan]

I know that pride, honesty, and quality may be hard to measure for all manufacturers but there have been some dissappointments with one or more trusted manufacturers of late. In times like these it might be good to know what the glue is or was that held the manufacturer accountable to his customer. When you are building a dream or a promise to yourself, you deserve to know what to expect for your money.

Clois

[patrickt]

Originally Posted by Dan Stryffeler

Wayne,

"There are a lot of other questions, but would it be of value, or would it be better that the secrets be kept secret?"

I don't think there are many secrets out there... word gets around pretty quickly when the product is (subjectively) a bad value.

Dan's right. If you've followed this industry for more than a couple of years you already know most of the crooks. If you're a brand spanking new Cobra wanna-be-buyer, then you're much better off soliciting input on this forum. If guys are concerned about making public comments then they just send you PMs. Jeez, I can name a lot of the crooks and misfits right off the top of my head.

[Wbulk]

Those are good points, however, companies change, management changes, quality changes. Just ask Toyota. Consumer reports serves a great purpose. It's all in how the questions are stated.

Yes, I did thought about the knowledge and skills of the builder. I think that should be one of the questions asked. Like, how would you rate your mechanical abilities prior to this build, or, in you evaluation were your abilities sufficient to complete the build to a reasonable quality standard.

I tend to think people would rather know up front what they are dealing with product by product. When you have a history with statistical data the information shows patterns and tends to be far more correct than no information.

Last fall I was talking with a manufacturer that has been in business for about 15 years and was I asking some pointed questions, he told me that a large percentage of cars are never built. They are collecting dust in someone’s garage. I would bet if a detailed survey existed everyone would read it. Some manufactures would not like it. Perhaps the way to do it would to get their input on the questions.

One thing for sure, I bet the quality would go up.

Wayne

[Woodz428]

I think a quick check of e-bay and some other car sales sites would give a speedy enlightenment of which cars languish unbuilt for years. Some are because of time constraints of the owners, but when one manufacturer is regularly up for sale unfinished, I think that says it all.
I'm afraid that while the intent is noble, it would begin a non stop defense by those owners that are trying to make the best of the crap they got. That, of course, won't shorten or help the build time.

[RedBarchetta]

Originally Posted by Wbulk

Last fall I was talking with a manufacturer that has been in business for about 15 years and was I asking some pointed questions, he told me that a large percentage of cars are never built.

Wayne, that doesn't surprise me the least. Most folks don't realize both the time and expense that may be associated in building a car, much less maintaining it afterward. I restored a '70 Camaro Z-28 back in the mid 80's and the cost was easily TWICE what I had carefully budgeted. Darn near almost cost me my marriage finishing that beast.

I believe anyone that wants to learn whether or not a particular kit or replica is good for them will garner more than enough advice (and opinions) from this web site. A survey is only going to assemble more subjectivity within a nice wrapper and bow. IMHO, of course, and we all have them.

Most of us here will be brutally honest with our experiences. We'll brag and bash (if it's truly warranted).

-Dean

[Z-linkCobra]

All of you guys have some really good points. I got my kit from a guy who got it from a guy that well you get the idea. I cant find any numbers on it so I cant tell what year it is. In talking with Ralphy and a few others on here with the same frame style I would guess a mid 80's era. My father aqquired it about 4or 5 yrs ago and I got it handed to me and started on it about 18 months ago...so the car sat for 20 yrs after initial purchase and did nothing but loose parts that may or may not have come with the kit. As an owner of EM now...I cant really answer any of those questions honestly simply because I am building everything myself. My own rear suspension, my own drive shaft loop, my own headers so forth and so on. As I stated before the only thing I needed from EM was what they originaly intended something to be or where it was to go..doesnt mean Im going to do it that way but it would be nice to know. Would I reccomend EM to someone.........dont think so. If I thought or knew they had the skills and tools to do what I am doing...I would tell them to buy a body and frame from someone and go from there...at that point I dont think it matters who you got it from.

I still beleive his idea is a good idea...but I have to agree with the others as well..not sure how beneficial it would be...how political of me...lol.

Dont mean to rant...I'll shut up now.

Gene

[madmaxx]

I bought new from Superformance. They dealt with every single problem I had and I can find a problem with a sheet of paper if I have it long enough. I have purchased used and it was nice to know I was responsible for all the problems and did not have to go through the warranty process but got the car at a discount to new.

In the end the only two I can recommend is Superformance and Backdraft. Unless you are an accomplished mechanic I would not recommend a full blown kit car. I recommend finding the many that are sitting in pieces from the guys who never finished and will sell for 20 cents on the dollar.

Regardless of which way you go, YOU WILL HAVE TO SORT BUGS so if you are anit wrenching then do not buy one.

[patrickt]

Originally Posted by madmaxx

...and I can find a problem with a sheet of paper if I have it long enough.

I'm not sure what that meant.

[Jamo]

I really and truely don't like the idea whatsoever for eternity and then some.

[RodKnock]

Originally Posted by madmaxx

Regardless of which way you go, YOU WILL HAVE TO SORT BUGS so if you are anit wrenching then do not buy one.

The wrenching doesn't bother me, but deciphering between red, green, white, blue and yellow wires....which one do I cut?

[patrickt]

Originally Posted by RodKnock

The wrenching doesn't bother me, but deciphering between red, green, white, blue and yellow wires....which one do I cut?

Give Madmaxx a sheet of paper and ask him. If he keeps the paper long enough, he will tell you the correct answer.

[RedBarchetta]

Originally Posted by Jamo

I really and truely don't like the idea whatsoever for eternity and then some.

But will all CSXs be real by then?

[RodKnock]

Originally Posted by patrickt

Give Madmaxx a sheet of paper and ask him. If he keeps the paper long enough, he will tell you the correct answer.

What he's trying to say is that nothing is perfect.

I thought I was conceited until I figured out that I was perfect.