bruisglassworks

Many of you are aware of all the negative publicity we are currently getting here on RJ. We will admit fault with some of our customers, however with others we are at no fault at all. Our biggest complaint has been our lead times not being in the time frame allotted. We have no excuses other than growing pains and circumstances with our employees. We have currently made adjustments within the plant to meet our lead times and get new orders delivered as promised. For those who have product on order, they will get what they paid for. We are also in the process of making new molds and reworking old molds. Making a new mold the right way, takes a couple months for completion. For those of you who think we are going out of business, the answer is simply NO. For those who have the misconception that we/I are going to take your money and run for the Carolina's, simply put, NO. However, one of the owners of this business lives and has lived for the past 2 years in the Carolina's. No need to explain any further. Always remember that regardless where you get your information, unless it's from the source itself, it is not binding as the absolute truth. I understand that one of our biggest complaints is returning messages. I will admit some fault on this issue as well and cannot give an excuse to you all that will deem as justifiable. I have been very busy and rely greatly on those whom I employ. My personal assistant came into this without the knowledge of the industry. It has to be taught and learned over a period of time. I rely on the PA to take on some of my responsibilities. I am only one person, and have a great deal on my shoulders. That is my only excuse. I apologize to those who feel I have chosen to ignore them, but it is almost impossible to call every person who wants to know the status of their order. We are getting them to you as fast as we can. For those of you who are business minded people, let's take a look at the satisfied versus the unsatisfied customers. We have over 2000 thousand customers, many who are regulars. Out of that 2000 thousand, we have LESS than 10% who are unsatisfied, I would have to say that's not a bad figure. We can't please everyone. Everyone has a different opinion of what quality is. I have seen some of the well known fiberglass companies out there that have been bashed and there product tagged as garbage. With some of the competitors product that I have seen, I would have to say that is true based on what I believe is quality materials. Some people just can never be satisfied and have nothing better to do than to complain. We try to make sure every customer is satisfied with the end transaction, but some seem to have the mind set of a child. Some have made idle threats and sarcastic remarks,
which by the way accomplishes nothing. When I lay my head down at night, I rest knowing that I am doing the best I can, and with each day looking a little brighter and wake up to tackle another day with whatever is thrown my way.

Now to address that less than 10% portion of unsatisfied customers , using their RJ member name.

1. DynoSteve

We started discussions of an order for our 2006 Mustang Body on or about 1/28/07 through RJ email. We spoke on the phone and the order was placed on 1/31/07. Payment arrangement were made BUT it took approx. 1 month for this customer to pay. Usually we do not start orders until payment is received, but we made an exception to the rule and that's when you get burnt. This guy lives in Australia and he was to take care of shipping arrangements. We filed all necessary paperwork given to us. Any extra charges were not our responsibility or our fault since customer was handling this end. It was well over a month and a half after the body left our dock before he received it. Our fault?? No. He received the complete body and was very satisfied, which he failed to mention on RJ. We went out of our way for him trying to locate lights, handles, accessories, etc. because he claims he can't get them in Australia. Everything has shipped. We have made good on our part. Here are just a few emails from customer, the first one is about his shipping problem that he claimed our fault.

From: dynosteve To: bruisglassworks Date: 2007-05-26 00:52:09
Subject: Re: 2006 Mustang Body
Message:


Ya thanks, i'm really starting to get pissed off with them, they ring every couple of days with another problem, i think there trying to justify a bigger bill. have a great weekend and speak soon

Thanks Steve
On [2007-05-25 17:34:42] bruisglassworks wrote:
Yes we have made contact with Jessica. I have on several attempts faxed her the info in which she claimed she needed which was a packing declaration page. She said it would be Tuesday before she did anything with it. They do not seem to be very organized. We have done everything that we are aware of on our end. Have a great weekend.

Thank You,
Sheryl Johnson
Bruis Glassworks


From: dynosteve To: bruisglassworks Date: 2007-07-02 15:01:19
Subject: Re: 2006 Mustang Body
Message: Hey Mate

Just got your message about the parts leaving, thanks buddy for getting it sorted out, much appreciated. I've also got a customer of mine interested in that other mustang body you mentioned you had, i'll be over in the states in a months time and this guy and a couple of my mates are coming as well so we're gonna try to drop by and say hi

Thanks Steve



2. Upperlefthand

We have taken care of this customer. No their order was not done in a timely
fashion, but they were satisfied with the end result. Some of the RJ members
chose to condemn this woman because of her opinion of quality. We hope that
we can make it up to them in the future.

3. Abad70ss

Where are these pictures that he was going to show. He has yet to provide them but is
quick to say that it's junk. Here are some pictures of what he was shipped. Nothing leaves
our dock until it has been inspected and it definitely is not damaged when it leaves out.


http://racingjunk.com/gallery/profile/40787/23002

There are more pictures under our profile. Check them out. They speak for themselves. Can email many more.



To conclude we are taking all necessary measures to make every transaction a smooth and pleasant one. We are not free from mistakes, and there will be mistakes made. However, we want to make all the wrongs, RIGHT. I haven't addressed every person who posted, mostly due to the fact that this is time consuming. We have no intentions to continue posting or starting a war of keyboards. We are here to stay, look forward to the journey. If any of you want to speak with me personally, here is my cell phone. I may not answer at the time but you can leave a voice message and I will return your call as soon as possible. May you all have a blessed day.

Troy Bobbitt
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