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Old 07-21-2014, 07:52 AM   #1
ADVill OP
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superplush responses?

So, when you sent in the electronic 'form' to Superplush, how long did it take them to respond to you? Going on a week... crickets.
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Old 07-21-2014, 08:17 AM   #2
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So, when you sent in the electronic 'form' to Superplush, how long did it take them to respond to you? Going on a week... crickets.

typically a couple days for me? give them a call.
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Old 07-21-2014, 08:27 AM   #3
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There's what, two people working there? They probably don't spend much time on the internet, and would rather talk to you anyway. James is Super...talk to him!
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Old 07-21-2014, 08:35 AM   #4
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There's what, two people working there? They probably don't spend much time on the internet, and would rather talk to you anyway. James is Super...talk to him!

Figured they have it set up that way so they don't have to waste time.... Talking to you. Otherwise, why have it? I did try to call but it was 8:30am there, so...
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ADVill screwed with this post 07-21-2014 at 08:43 AM
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Old 07-21-2014, 08:55 AM   #5
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My experience with communication from them wasn't as good as I had hoped. I contacted them early Feb via email to ask turn around time and got a response of 2-3 days as long as they knew the shock was on the way. We swapped emails discussing what I wanted and I shipped the shock. I was told that I would get a call when they received it and torn it down. A week after tracking showed they had it I called and was told they forgot to call. Okay,,, so when will it ship out,,, in the next couple days. Another week I send and email with no response,,, so I call. It will ship in the next couple days. I'm told again. In the end they were waiting for a spring, should have just told me that up front. I took a month to get the shock back.

I'd still highly recommend them as it was worth the transformation in the rear suspension. And I don't think my experience was "normal".
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Old 07-21-2014, 07:57 PM   #6
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Yeah, it's just Matt and Eric right now. As a pretty small company they've got a lot going on, so it's probably hard to get through all of the emails. I've had great luck with calling though.
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Old 07-21-2014, 09:02 PM   #7
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Isn't James Siddal still there?

Quote:
Originally Posted by gearheadE30 View Post
Yeah, it's just Matt and Eric right now. As a pretty small company they've got a lot going on, so it's probably hard to get through all of the emails. I've had great luck with calling though.
Isn't James Siddal still at SuperPlush?
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Old 07-23-2014, 09:42 AM   #8
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Emailed Slavens last night, got a reply this morning. Getting springs from them. Still haven't heard from SP.... Or CJ from 2 weeks ago for that matter.
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Old 07-23-2014, 10:13 AM   #9
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Quote:
Originally Posted by Boatman View Post
My experience with communication from them wasn't as good as I had hoped. I contacted them early Feb via email to ask turn around time and got a response of 2-3 days as long as they knew the shock was on the way. We swapped emails discussing what I wanted and I shipped the shock. I was told that I would get a call when they received it and torn it down. A week after tracking showed they had it I called and was told they forgot to call. Okay,,, so when will it ship out,,, in the next couple days. Another week I send and email with no response,,, so I call. It will ship in the next couple days. I'm told again. In the end they were waiting for a spring, should have just told me that up front. I took a month to get the shock back.

I'd still highly recommend them as it was worth the transformation in the rear suspension. And I don't think my experience was "normal".
I have to agree with this.

When I sent mine in, James gave me a time estimate by email. I called him well within that time frame to discuss setup preferences, and he had already shipped my fork/shock seemingly assuming he knew how I wanted my suspension.

It turned out all right (I guess-- I've never ridden another to compare it to), but I wasn't real thrilled about not having any opportunity for input considering the price paid.
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Old 07-23-2014, 11:33 AM   #10
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Quote:
Originally Posted by ADVill View Post
Emailed Slavens last night, got a reply this morning. Getting springs from them. Still haven't heard from SP.... Or CJ from 2 weeks ago for that matter.
Hi Bill,

Matt here from SPS. It is my job to answer the phone and reply to all emails and submitted rider forms. I have ZERO excuses: I messed up and did not reply to your email. I sincerely apologize to you. I'll work to improve my clerical practices to reduce the likelihood of this happening again.

Again, my sincere apologies,

Matt @SPS
415-513-1262
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Old 07-23-2014, 11:43 AM   #11
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Quote:
Originally Posted by Boatman View Post
My experience with communication from them wasn't as good as I had hoped. I contacted them early Feb via email to ask turn around time and got a response of 2-3 days as long as they knew the shock was on the way. We swapped emails discussing what I wanted and I shipped the shock. I was told that I would get a call when they received it and torn it down. A week after tracking showed they had it I called and was told they forgot to call. Okay,,, so when will it ship out,,, in the next couple days. Another week I send and email with no response,,, so I call. It will ship in the next couple days. I'm told again. In the end they were waiting for a spring, should have just told me that up front. I took a month to get the shock back.

I'd still highly recommend them as it was worth the transformation in the rear suspension. And I don't think my experience was "normal".
Hi Scott,

I pulled your paperwork and reviewed your file for your Super Enduro shock job. I took a look at the timeline, our emails and the return shipment: in a nutshell, the turn-around time, and overall communication was, indeed, poor. When you next need a basic service, please ship your shock in and we will perform the service for free as a way to make up for our slow turnaround and inconsistent communication. I apologize for any downtime and lost riding opportunities.

Regards,

Matt @SPS
415-513-1262
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Old 07-23-2014, 11:52 AM   #12
ADVill OP
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Hi Bill,

Matt here from SPS. It is my job to answer the phone and reply to all emails and submitted rider forms. I have ZERO excuses: I messed up and did not reply to your email. I sincerely apologize to you. I'll work to improve my clerical practices to reduce the likelihood of this happening again.

Again, my sincere apologies,

Matt @SPS
415-513-1262
Thank you for that. It means a lot. I tried not to bash you guys and hope it didn't come off that way. I thought it was a bit odd considering all the good I've heard about you guys. Thanks.
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Old 07-23-2014, 01:22 PM   #13
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Holy $hit!! the SPS guys are human??? never would have guessed it.
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Old 07-23-2014, 03:07 PM   #14
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Quote:
Originally Posted by exbike View Post
Hi Scott,

I pulled your paperwork and reviewed your file for your Super Enduro shock job. I took a look at the timeline, our emails and the return shipment: in a nutshell, the turn-around time, and overall communication was, indeed, poor. When you next need a basic service, please ship your shock in and we will perform the service for free as a way to make up for our slow turnaround and inconsistent communication. I apologize for any downtime and lost riding opportunities.

Regards,

Matt @SPS
415-513-1262

Hi Matt,,,,

I was hoping my response here didn't come off the wrong way and actually hesitated hitting the send button. My intent was that the final product was well worth the wait.

My forks will be on the way shortly.

-Scott
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Old 07-23-2014, 03:35 PM   #15
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THAT is customer service. No, I'm not a SPS customer, yet.
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