Custom Dynamics - A Bit Disappointing
Road Captain
Joined: Mar 2011
Posts: 559
Likes: 5
From: Tampa Bay, Florida
I had an issue with my Reda Innovations 1 Gallon Saddlebag Gas Can. I talked to an employee of Reda at JPCycle (Destination Daytona) during Bike Week. He gave me a new spout & extra gasket. I didn't expect that.
Then the employee introduced me to Ron Reda, the inventor/owner of the Reda can. Ron showed me how the o-ring had to be installed. When I got mine the o-ring wasn't installed correctly.
I asked if he wanted the replacement spout back because he explained the error in the o-ring, he told me to keep it as a spare.
That's customer service.
I even rode back the next day and bought another one of his inventions.
Then the employee introduced me to Ron Reda, the inventor/owner of the Reda can. Ron showed me how the o-ring had to be installed. When I got mine the o-ring wasn't installed correctly.
I asked if he wanted the replacement spout back because he explained the error in the o-ring, he told me to keep it as a spare.
That's customer service.
I even rode back the next day and bought another one of his inventions.
Novice
Joined: Oct 2010
Posts: 22
Likes: 0
Custom Dynamics comes prepared to handle all warranties for products that it has sold at past shows. However with the Mini-Beast line of air horns it is not that simple.
We are seeing a large number of defects in the electric horns that we sold in 2013. We did not realize this when we made the acquisition. Shortly after the acquisition we redesigned the air horn bracket to a heaver gauge one piece steel unit, eliminated all 90 degree bends, all rivets, and discontinued all electric horns, we only sell air now.
When we have a warranty on an electric horn with a broken horn bracket from this time frame, we are replacing the horn bracket with the new redesigned unit and upgrading the horn from electric to the latest air version ( significantly louder than the electric). However we cannot replace all of the chrome or black covers, in fact some of them are not even made now.
The process is very simple, when we get the defective horn in, we replace the bracket and horn into the existing cover and send it back to the customer within 24 hours. However, due to the amount of time it takes to do this repair, the amount of different bracket and covers, this is just something that just does not make sense to do at a show. Our rig is 70ft long it is only going to hold so much.
We installed product on 233 bikes in 10 days, with a max wait time of 4 hours on one peak day but most days the weight time was about 2 hours.
We did have a customer that left us with his broken horn to bring back to NC for repair, that horn is being worked on as we speak and will go back out shortly.
We do apologize for anyone that had a bad experience with the horn or with our customer service at Daytona but we will stand behind the warranty and repair any units that go bad within the 3 year warranty period.
I hope an explanation of the business reasons why we are handling things this way will help.
Thanks Dave
We are seeing a large number of defects in the electric horns that we sold in 2013. We did not realize this when we made the acquisition. Shortly after the acquisition we redesigned the air horn bracket to a heaver gauge one piece steel unit, eliminated all 90 degree bends, all rivets, and discontinued all electric horns, we only sell air now.
When we have a warranty on an electric horn with a broken horn bracket from this time frame, we are replacing the horn bracket with the new redesigned unit and upgrading the horn from electric to the latest air version ( significantly louder than the electric). However we cannot replace all of the chrome or black covers, in fact some of them are not even made now.
The process is very simple, when we get the defective horn in, we replace the bracket and horn into the existing cover and send it back to the customer within 24 hours. However, due to the amount of time it takes to do this repair, the amount of different bracket and covers, this is just something that just does not make sense to do at a show. Our rig is 70ft long it is only going to hold so much.
We installed product on 233 bikes in 10 days, with a max wait time of 4 hours on one peak day but most days the weight time was about 2 hours.
We did have a customer that left us with his broken horn to bring back to NC for repair, that horn is being worked on as we speak and will go back out shortly.
We do apologize for anyone that had a bad experience with the horn or with our customer service at Daytona but we will stand behind the warranty and repair any units that go bad within the 3 year warranty period.
I hope an explanation of the business reasons why we are handling things this way will help.
Thanks Dave
Thread Starter
|
Road Master
Joined: Sep 2010
Posts: 803
Likes: 1
From: Port St. Lucie FL
Custom Dynamics comes prepared to handle all warranties for products that it has sold at past shows. However with the Mini-Beast line of air horns it is not that simple.
We are seeing a large number of defects in the electric horns that we sold in 2013. We did not realize this when we made the acquisition. Shortly after the acquisition we redesigned the air horn bracket to a heaver gauge one piece steel unit, eliminated all 90 degree bends, all rivets, and discontinued all electric horns, we only sell air now.
When we have a warranty on an electric horn with a broken horn bracket from this time frame, we are replacing the horn bracket with the new redesigned unit and upgrading the horn from electric to the latest air version ( significantly louder than the electric). However we cannot replace all of the chrome or black covers, in fact some of them are not even made now.
The process is very simple, when we get the defective horn in, we replace the bracket and horn into the existing cover and send it back to the customer within 24 hours. However, due to the amount of time it takes to do this repair, the amount of different bracket and covers, this is just something that just does not make sense to do at a show. Our rig is 70ft long it is only going to hold so much.
We installed product on 233 bikes in 10 days, with a max wait time of 4 hours on one peak day but most days the weight time was about 2 hours.
We did have a customer that left us with his broken horn to bring back to NC for repair, that horn is being worked on as we speak and will go back out shortly.
We do apologize for anyone that had a bad experience with the horn or with our customer service at Daytona but we will stand behind the warranty and repair any units that go bad within the 3 year warranty period.
I hope an explanation of the business reasons why we are handling things this way will help.
Thanks Dave
We are seeing a large number of defects in the electric horns that we sold in 2013. We did not realize this when we made the acquisition. Shortly after the acquisition we redesigned the air horn bracket to a heaver gauge one piece steel unit, eliminated all 90 degree bends, all rivets, and discontinued all electric horns, we only sell air now.
When we have a warranty on an electric horn with a broken horn bracket from this time frame, we are replacing the horn bracket with the new redesigned unit and upgrading the horn from electric to the latest air version ( significantly louder than the electric). However we cannot replace all of the chrome or black covers, in fact some of them are not even made now.
The process is very simple, when we get the defective horn in, we replace the bracket and horn into the existing cover and send it back to the customer within 24 hours. However, due to the amount of time it takes to do this repair, the amount of different bracket and covers, this is just something that just does not make sense to do at a show. Our rig is 70ft long it is only going to hold so much.
We installed product on 233 bikes in 10 days, with a max wait time of 4 hours on one peak day but most days the weight time was about 2 hours.
We did have a customer that left us with his broken horn to bring back to NC for repair, that horn is being worked on as we speak and will go back out shortly.
We do apologize for anyone that had a bad experience with the horn or with our customer service at Daytona but we will stand behind the warranty and repair any units that go bad within the 3 year warranty period.
I hope an explanation of the business reasons why we are handling things this way will help.
Thanks Dave
In any case, I will contact the office and get instructions for shipping the horn back to you. Thanks again for your reply.
Tourer
Joined: May 2007
Posts: 277
Likes: 4
From: Jersey Shore
Exactly. A lot of guys in this thread sound like motorcycle divas. Jesus guys, they're honoring the warranty from a defective product they inherited. Sounded to me like the girl handled it properly at the show. Why would you expect them to do it there? They're there to promote new products and sell current products, not take their time doing warranty work.
Last edited by bubdifab; Mar 17, 2014 at 03:21 PM. Reason: grammar
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Ultimate HDF Member
Joined: Jan 2008
Posts: 6,532
Likes: 132
From: SoCal
They bought a company. They bought assets and liabilities. They damn well should honor the warranty. And they are, as they should. No kudos should be given for doing what they are obliged to do.