Re: My dissapointment with GAP
<div class="ubbcode-block"><div class="ubbcode-header">Originally Posted By: ToddM</div><div class="ubbcode-body">There's a flaw with saying that all companies have to do is tell you it will take longer than they think. First of all I'm only using GAP as a fictitious example here, it in no way represents how I think they do business.
On the surface it sounds like a great logical idea, if I think a job is going to take 4 weeks, I tell the customer 8 weeks. That way if it's done in 4 weeks, the customer is happy as shit, doing backflips the job is done 4 weeks "early". He's going to sing praises of me to everyone he knows. If I tell him 4 weeks and it's done in 4 weeks and 1 day the customer is PISSED and he's going to bad mouth me.
The problem is two fold. First lets say GAP decides to double the time estimate they think it's going to take. So Bob calls up and asks about a build and GAP tells him 24 months.....then Bob calls up company X and they tell him 6 months (even though they can't get it done for 12+ best case)......GAP is going to loose business because other companies will lie about delivery times to get customers. Companies know that once they have your deposit and/or your build is in progress most people will not cancel half way in because of delays. They know that if you have to go somewhere else you are just going to wait that much longer, and loose at least part of your deposit. So they just tell you a couple more weeks and wait for you to call back in a couple weeks and repeat the process. So it only works if all companies decide to do it at the same time otherwise you loose too much business to companies that will lie to customers about their delivery dates.
Second is customers are PUSSIES. No one demands service anymore, everyone is happy to wait longer than they are told, get products that are not done right the first time, and then be HAPPY about it and give them repeat business. IF customers has the balls to quit buying products from those companies they would be forced to do things right the first time, and delivery by the time they said they would.
Case in point, guy buys a $4500 wilson supergrade .45. Aside a couple premier builders that's pretty well as much as you can spend on a 1911 built from anyone in the country. It arrives (after the promised date of course), has tool marks on the crown, rear sight is loose, and won't run right. Turns out it has a poorly fit slide stop. Sends it back, they address the tooling marks, fit a new slide stop, adjust the rear sight, apologize and return it. He gets it back and it still won't run. Has inconsistent ejection, double feeds, and the rear sight shifts again! So it goes back AGAIN and that's where it stands now.
The worst part is the customer is still not upset. I realize getting pissed with the builder does not help the repair process but come on people, no wonder companies find it so easy to not put out top quality and screw customers over. The fact that a customer can spend $4500 for a handgun that does not run right after 2 trips back for repair and still not be upset that's some serious kool-aid right there. </div></div>
lots of truth in this post.
im an auto mechanic. we have 'same day service' on 90% of the repairs we do. on the other jobs like engine replacement, jobs that you have special order parts on, etc. we usually say a job will be done a day later than it most likely will be. that way, like you said, the customer is happy when its done EARLY, instead of it being LATE. but like you said, 'wait time' is a big part of competition, particularly with guns, etc. but apparently the customer base is happy with GAP wait time, in exchange for a great product, the same way some are happy dealing with getting the bugs out of premier's new scopes and paying top money for them. most of the time it seems like wait times are quoted short to get the deposit. once the deposit is received most will put up with anything, especially when you want a great rifle like a GAP
i used to be big into 18th century reenacting. i've slowed down on that hobby due to a few life changes, but that hobby is worse with waits than tactical rifles and accessories. i ordered a custom totally hand built flintlock long rifle, but a reputable builder in 1997. I was quoted a 1 year delivery turnaround. I received the rifle in 2001. just a month over 4 years. Soon after i took delivery, i ordered another rifle from another maker, who was known for 'quick' turnaround. i was quoted a delivery time of 8 months. i ordered it in 2003 and took delivery in 2007. the wait was blamed on waiting for a barrel. so i finally had enough and ordered my own barrel and sent it to him. deducted it off the price of the gun and it was completed in 4 weeks after he got the barrel.
i think for any customer a company would lose for stating a more 'realistic' wait time, they would gain a customer with the honesty. most guys are quite happy waiting a long time for things, AS LONG as its delivered when its supposed to be. after 15 phone calls, 10 different stories, and a year later, a customer can get pretty fed up.
i have all the parts to put together my dream rifle. im waiting to send it out to GAP until after i buy a used GAP, so i can have a gun to run while i deal with the wait to have the other one put together.
