KB Voodoo/maxmodular

Perhaps I’m old fashioned but I’ve done my research on an expedition rack and grew fond of the KB Voodoo/Max modular rack. I do not mean or intend to speak poorly of them but I’m now curious.

I emailed them today telling them that I would like to make a purchase but first I’d like to speak to a live person. I gave them the option of calling me or asked them for the number at which I could contact them. I received an email that stated, “any question you have can be answered over email“. I don’t know why but I’m completely turned off by the company and want nothing to do with them after that response.

Am I being unreasonable? What if I had a serious CS need? I really like the rack that they make, please tell me if I am being too old school or if I should look elsewhere; and if so, where to look.

RS

 

Well I was in the middle of a 4 hour mountain bike ride when I responded to your email.

And we’re ridiculously responsive, so yeah....

 

You’re ride was more important than a paying customer. I’ll look elsewhere, thank you.

 

I took time to shoot you an email while I was taking a quick break from my ride, while in the middle of the woods, via email.

If that isn't good enough for you, then I give up.

 

We are probably more responsive than almost any company anywhere.

 

Partner,
I totally get that and I respect all members of this forum including you. I’m certainly not looking to hurt your reputation or your livelihood. Id just like to be able to speak to a person rather than email, I’m an old man that way. I like your product a lot, you’ve done a very nice job and I’d like to purchase from you. If you get a chance tomorrow, I’d like to chat for 5mins of your day and get something sent out. It may sound silly but $1k is a lot of money and I just want to know that you’re there.
Robert

 

FWIW @KB Voodoo, responsiveness via email is a huge bonus towards turning me into a customer, even if you refused phone calls (I rarely have time/ability to call, so no skin off my back).

Also, guessing OP isn't a mountain biker. stopping the flow of a ride to respond to an email is insane! That's serious commitment to customer service in my book.

 

We're there all day every day. 7 days a week, and damn near 24 hours a day.

I've been up since 6am, and still going at 1:44am, even after a 23 mile mountain bike ride and 7 beers.

 

I actually really want to go to bed, but I have a fat cat asleep on my knee, and I feel bad about moving.

But eventually I'll have to wiz, soooooo.......

 

I called KBvoodoo once and he answered on a chairlift while skiing and still answered my questions. He’s a legit guy and has a solid product. I think our expectations sometimes are a little skewed in a 1st world country with mega corporations. Voodoo isn’t that, he’s a guy making a living with the skills he’s got to provide for his family and dogs, and apparently a fat cat

 

Purchased from KBVoodoo myself and can attest to the quality of the product and the responses to inane questions from me about replacement screws. Thanks VOODOO!