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DeMello Off-Road Customer Service and wait time

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Old 05-15-2012, 09:30 AM   #1
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DeMello Off-Road Customer Service and wait time

In light of recent events and horrific wait times I just wanted to take a minute and address those issues because we know it's an issue and it's something we are working on.

First off I want to apologize to anyone that has been waiting for a bumper. I'm going to make changes to our website ASAP about delivery dates and ETA's, so that we can be clear and up front with customers on their orders.

I also wanted to let everyone know that were a small shop, that's not an excuse but a open invitation if anyone has something on order and there are issues with the order feel free to PM me here or call me direct 951-735-4417. Ask for me and make sure you tell the nice young lady answering the phone that your not trying to sell her something. (that's the only calls she screens out). We are a very busy shop but if you call me I will call you back. It may be on my way home but I will call you back.

Going forward, IMO there is no point in apologizing for something if you don't have a fix. The truth is this problem has been creeping up on us all year. We as well as others in this industry have seen an explosion of sales and work this year. It's a good thing but it also comes with some growing pains. Where we use to have three guys we now have 5. We started making changes at the beginning of this year in order to accommodate this growth they haven't been with out issues. But as of today we are catching up on almost all old orders and starting to carry inventory on our most popular products.

Thank you for your understanding and as always thank you for your business. I hope to see you guys on the trail soon!
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Old 05-15-2012, 09:35 AM   #2
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Good to hear from you. Jamie's bumper has been the only hiccup I've heard coming from your shop.

Obviously if you guys are super busy then things are good and customers are happy. I think people tend to forget that.
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Old 05-15-2012, 09:40 AM   #3
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Originally Posted by Krazie Sj View Post
Good to hear from you. Jamie's bumper has been the only hiccup I've heard coming from your shop.

Obviously if you guys are super busy then things are good and customers are happy. I think people tend to forget that.
We try to make things right when they do fall through the cracks. I just wish I would have heard about this sooner.
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Old 05-18-2012, 08:47 PM   #4
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I have been waiting for a bumper for about a month now (not complaining) and have be nothing but impressed with the customer service. Tiffany has called me at LEAST 8 times during this period with updates and Jason called me personally to tell me that it will be shipping soon. I did NOT expect this and have been pleasantly surprised throughout the process. Thank you Demello Offroad for the great customer service so far.

-Van
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Old 05-21-2012, 10:39 AM   #5
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Originally Posted by screename View Post
I have been waiting for a bumper for about a month now (not complaining) and have be nothing but impressed with the customer service. Tiffany has called me at LEAST 8 times during this period with updates and Jason called me personally to tell me that it will be shipping soon. I did NOT expect this and have been pleasantly surprised throughout the process. Thank you Demello Offroad for the great customer service so far.

-Van
Thank you for saying so Van, Customer Service is very important to us and were always trying to improve it.
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Old 05-31-2012, 05:46 AM   #6
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I got an email from a buddy yesterday. he is currently deployed but ordered his bumper and had it shipped to his dad's house.

Quote:
My dad called me and said my bumper and lights came in! Sweet! I ordered the bumper on 3 may and it only took 27 days to make, powder coat, and ship. I would not mind doing business with DeMello again. It’s been a good experience.
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Old 05-31-2012, 05:55 AM   #7
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Good info Jason. What I think some people don't realize is the the growing pains can be really tough, you try to keep up with the people you have but there is a point in between just enough for what you have and too much for what you have but not enough for another person to be added. I can't afford to have someone standing around with not enough to do, it doesn't look good to my client's either.
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Old 05-31-2012, 08:41 AM   #8
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Originally Posted by Zombie Runner View Post
I got an email from a buddy yesterday. he is currently deployed but ordered his bumper and had it shipped to his dad's house.
That's good to hear!
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Old 05-31-2012, 08:46 AM   #9
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Quote:
Originally Posted by acdronin View Post
Good info Jason. What I think some people don't realize is the the growing pains can be really tough, you try to keep up with the people you have but there is a point in between just enough for what you have and too much for what you have but not enough for another person to be added. I can't afford to have someone standing around with not enough to do, it doesn't look good to my client's either.
For us it was a perfect storm. We had some key people leave us recently, we got busier than we have been in 5 years and some orders and unfortunately people fell through the cracks.

It's a crazy time right now, because we all (aftermarket industry) just got use to working with less people and doing things more efficiently then we all see a spike in sales and were all reluctant to hire more help because we have been here before.

We're still a small company operating out of a small building with a small budget for inventory. We do the best with what we got and have. But something we have always maintained is customer service and keeping that communication with the customers. That shouldn't cost anything but with the volume we've seen recently it's gotten harder and harder to keep up with phone calls.

But we feel we've caught up now in a lot of area's so it's just a matter of maintaining that now.

Thanks for the kind words.
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Old 06-03-2012, 10:52 AM   #10
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Quote:
Originally Posted by Zombie Runner View Post
I got an email from a buddy yesterday. he is currently deployed but ordered his bumper and had it shipped to his dad's house.
Yea! I cant believe how quickly it was shipped. Time passes faster now that I have all this stuff to look forward to. Thanks!
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Old 06-03-2012, 10:57 AM   #11
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Very professional, as I would expect from you guys. I had outstanding service from you when I got my sliders for my old truck. Only reason I didnt order from you guys this time was that I wanted a CBI rear so I just got their sliders. If I could go back I might order your front bumper because my experiance with relentless was awful.
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Old 06-04-2012, 05:43 AM   #13
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Quote:
Originally Posted by Rivet Joint View Post
Yea! I cant believe how quickly it was shipped. Time passes faster now that I have all this stuff to look forward to. Thanks!
see you soon, bud. We can go knock some trees down with your new bumper
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Old 06-04-2012, 08:49 AM   #14
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Originally Posted by Zombie Runner View Post
see you soon, bud. We can go knock some trees down with your new bumper

Yeah, I'm still scratching my head over that one..
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Old 06-06-2012, 08:54 AM   #15
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Ordered mine on May 31st. Cannot wait! Best bumpers on the market.
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