customer service = fail

[PKRE]

I am a Comp. WD and wanted to get some 23 deg RHS castings. Called RHS and told the person that answered what I was looking at and wanted to see if I had the info straight so I could order. I get " hold on" and then boom right to the comp cams cam help deal. I wait nearly 15 mins. nothing. I call back and get a nice gal and tell her my problem. she tells me they are the same tech help line for the 2 brands . I tell her I who I am and i want to talk to a RHS guy and order RHS heads. she said i had to talk to the tech line. I asked what this phone number was for if it didnt go to RHS. she didnt know. I told her I knew it wasnt her fault that this is so srewed up but I had no one else to express my frustartions to.I then told her i spent enough time and effort to purchase your product. I then looked through this forum and saw how long the responce time is for you people and wounderd just how much revenue you loose. Had the same problem with Zex 6 days for a call back? come on. In that time I ordered $6000.00 from another nitrous company and I dont even know how much since. so after i got off the phone with nobody from RHS I called my #2 choice and got a person, told them what I wanted, they told me what They had and I ordered 3 sets.

[amick]

I am sorry to hear that you are having issues with our company. As far as the tech line goes yes the COMP/ZEX/RHS tech lines go to the same techs and there is no specific RHS person that she could have gotten you too. Our tech staff is especially knowledgeable in all of our brands and still could have helped you just fine, so I fail to see the issue with talking to one of them? If there was something that a member of our tech staff could not answer for you then they would simply go find out for you from someone else. If you only needed to order the heads and had no questions then you could have done this on our engine builder order entry line instead of waiting for a tech.



I do understand that the tech line is a long hold time. It can be just a couple minute wait or all the way up to 30 minutes at times. We have 20 Cam Help Technicians and they get well over a 1000 calls a day. Some of those calls take 2 minutes and some of them can take as long as an hour. We do not rush our customers off the phone. We try to insure that all their needs are meet before we go to the next call. The phone calls are in addition to answering over 200 e-mails everyday, forum questions, taking care of will call counter customers, and traveling to races and other events to provide on the spot assistance. We stay very busy and try to get to everyone we can as quickly as we can. This does mean that we can be harder to get a hold off at times and for that we are sorry and it is something we are working to improve every day. If you still need to talk to someone you can e-mail me your number and I would be happy to give you a call. There are reasons we are this busy though and I would have to wonder about the future of a business that is never busy when I call. Thank you for beinge a Comp Cams customer.

amick@compcams.com