FATFLATTIE Posted April 19, 2016 Report Share Posted April 19, 2016 (edited) I had a similar issue, but I eventually got my molds but it did take about a month. It is frustrating because he used to be very easy to get a hold of but now it seems like he isn't even trying to return customer calls/messages. I fully understand these guys are busy but it is just poor customer service, no two ways about it. It takes very little time to send a short email. I mean as terrible as Del-mart is they at least have somebody to answer the phone/return emails even if all they do is BS you. It stinks because I have a lot of BTS molds and they are great molds but it worries me that at some point it's gonna be a multi month process just to get a mold. And without being able to get in touch with someone that can become frustrating for the customer. I'm not trying to bash anyone, because Bob certainly went above and beyond when I had an actual issue, I just hate seeing people spending hundreds of dollars with a company and not be able to talk to someone at said business about their order. Edited April 19, 2016 by FATFLATTIE 2 Quote Link to comment Share on other sites More sharing options...
archery1 Posted April 19, 2016 Report Share Posted April 19, 2016 Makes u wonder if Bob is thinkin of doing something different?? Quote Link to comment Share on other sites More sharing options...
Brian TP Posted April 19, 2016 Report Share Posted April 19, 2016 I did finally get a reply today. I used the "contact us". All the email said is it would ship today. Not sure what's going on. I'm easy to get along with, I just want to be updated on stuff, that's al. I don't even care if it takes a month, as long as I know. Quote Link to comment Share on other sites More sharing options...
gone2long Posted April 19, 2016 Report Share Posted April 19, 2016 *D*E*L*M*A*R*T* all over again its a crap shoot for sure and I assure you that someone has informed him of this thread! 1 Quote Link to comment Share on other sites More sharing options...
archery1 Posted April 20, 2016 Report Share Posted April 20, 2016 *D*E*L*M*A*R*T* all over again its a crap shoot for sure and I assure you that someone has informed him of this thread! Maybe so.. And he will turn things around?????? Maybe.... Quote Link to comment Share on other sites More sharing options...
camrynekai Posted April 20, 2016 Report Share Posted April 20, 2016 My un-sugar coated view. I hear you on lack of communication and its is a very frustrating thing to deal with. When it comes to Bob and Del.....expect it! To be honest, I have had the same issues several times over the past 20+ years...its all part of the process and you just have to deal with it. Bob and Del are the very first to make VERY, VERY AFFORDABLE CNC'd extremely high quality aluminum molds available to the G.P. (Not enough thanks is given to these guys) These two fellas don't make a living on cutting aluminum molds for us fisherman, they have much larger, higher PRIORITY things to tend to first. Time on the phone and responding to emails pulls them away from getting their work done.......if you want a fast response and turnaround there are many other suppliers/manufactures out there aimed directly towards this hobby. But for me.....I'll GLADLY take the lack of communication/and wait in exchange for the product I'm getting. Bob and Del...kinda like the Seinfeld episode with the "Soup Nazi" The abuse people have to go through to get the very best 3 Quote Link to comment Share on other sites More sharing options...
gone2long Posted April 20, 2016 Report Share Posted April 20, 2016 Well to be clear a promise made should be promise kept too many times the business model that is being followed is wrong in many ways but I agree to the extent that they make a good product but that can be said of all mold makers out there so not sure if that is the most important aspect of the issue. Quote Link to comment Share on other sites More sharing options...
Bassinfool Posted April 20, 2016 Report Share Posted April 20, 2016 I think something on the front page of his site detailing that mold work is running X number of weeks behind would go a long way towards curbing people's tempers and expectations of receiving their mold quickly. 2 Quote Link to comment Share on other sites More sharing options...
Travis Posted April 21, 2016 Report Share Posted April 21, 2016 Niche market with no real competition....equates to you deal with it. 1 Quote Link to comment Share on other sites More sharing options...
elrat69 Posted April 21, 2016 Report Share Posted April 21, 2016 (edited) communication goes along way, just makes for good business. Maybe; a mass email to customers gathered from a database, based off of previous sales. One could post on website & facebook page; simply stating; thanks for the strong support through sales, but production is currently 3-4 weeks behind. stay strong boys Edited April 21, 2016 by elrat69 3 Quote Link to comment Share on other sites More sharing options...
mark poulson Posted April 21, 2016 Report Share Posted April 21, 2016 Bob makes a really good point. I used to run construction work for a very anal guy, my father, back in the days before cellphones. He would call several times an hour, with some detail question that popped into his head. I could never get anything done. So, one day, I stopped answering the phone, and he got in his car and drove to the jobsite to see why I wasn't answering. We had a very intense "discussion". The gist of it was me telling him I couldn't work and talk on the phone at the same time, and that he needed to call much less frequently if he wanted me to get anything done. We wound up having morning and afternoon calls, and it forced him to make a list of stuff as he thought of it, instead of jumping on the phone immediately. Cellphones, which I started using after I had my own business, are a double edged sword. I had a dozen for my employees at one time. They do make communication easier. I limited minutes to 15 a day, so the employees paid for anything over that, to discourage chitchat on my dime. The problem is, as the golfer Freddy Couples once said, when the phone rings there's probably someone on the other end who wants to talk. And I needed work, not talk. 1 Quote Link to comment Share on other sites More sharing options...
Slammingjack Posted April 21, 2016 Report Share Posted April 21, 2016 Bob, I hope everything works out with your wife. Family comes first, last and always. 1 Quote Link to comment Share on other sites More sharing options...
smallmouthaholic Posted April 21, 2016 Report Share Posted April 21, 2016 I'm strictly "old School" philosophy when it comes to business/customers. Return correspondence within 24-48 hrs bydeveloping a standard e-mail response to ordering customers that expedite response time .Don't take customers for granted or you may loose them .Don't tell folks 2 weeks when it may take 3-4 months- depending upon the custom CNC molds you order. There are only a few,really competent,custom CNC mold manufacturers and this is their busy time of the year 2 Quote Link to comment Share on other sites More sharing options...
FATFLATTIE Posted April 21, 2016 Report Share Posted April 21, 2016 I don't want to chat for hours about stuff, but if I contact a person/company through their website to ask if the measurements on a particular bait are in the mold or hanging I should GET A RESPONSE. An email is a very simple and quick thing to do. I'm not asking for an immediate response either, just an actual response within a week's time is more than reasonable. To simply not respond to customer emails is poor customer service, I don't care how anyone tries to spin it. Like I said earlier, I fully understand how hard these mold makers work but don't tell me that at some point in a week's time you can't take the time to respond to emails. I am also one that just appreciates honesty and if the molds will take two or three months to get to me so be it, just tell me and don't B.S. me (here's looking at you Del). Simply not responding tells the customer they aren't important enough to bother with and that is a very poor impression to leave with someone (whether that's the intention or not). I know to a lot of people a couple hundred dollars is nothing but to me it's a lot of money and if I'm gonna spend what little spare money I have I'd like to have some way to get in touch with the person/company I spent that money with. I don't feel like that's asking too much. 2 Quote Link to comment Share on other sites More sharing options...
majic man Posted April 21, 2016 Report Share Posted April 21, 2016 If I did not answer my phone, Id be out of business quick. You will be surprised How much business your loosing by not displaying your phone number, Real people want to talk to real people, Plain as that. But hey, to each there own. But you don't crap, in the same bowl you eat from... 2 Quote Link to comment Share on other sites More sharing options...
majic man Posted April 21, 2016 Report Share Posted April 21, 2016 The analogy is meant as you dont treat the guys feeding you like crap. Like I said to each there own. Any productive business has someone to answer the phone. Way I look at it, if you cant afford to do that your just a hobby. This is not directed towards you specifically Bob. Just in General. Quote Link to comment Share on other sites More sharing options...
majic man Posted April 21, 2016 Report Share Posted April 21, 2016 Like I said, to each there own.. Quote Link to comment Share on other sites More sharing options...
Frank Posted April 22, 2016 Report Share Posted April 22, 2016 If anyone thinks they are feeding Bob then you will be disappointed to know you probably are not. He was one of the first guys that made large molds for bigger company's. Other than Zorn. I know he is and has a very large on going relationship and awhile back they wanted him to work for them exclusively. If that is now the case then we all lost. 1 Quote Link to comment Share on other sites More sharing options...
desertbucks Posted April 22, 2016 Report Share Posted April 22, 2016 I live down the road from BTS and Basstackle, I am in and out of both of their shops all the time. Yes I have told Bob about this thread. I was in Bobs shop today and he said he is getting caught up. These guys both do big production molds that range $5-$15k a piece so they may have a machine tied up for a long time. Be patient and u will get a very good product! 4 Quote Link to comment Share on other sites More sharing options...
elrat69 Posted April 22, 2016 Report Share Posted April 22, 2016 why would someone have sales pretty often ... if they are fed?? I understand don't bite the hand that feeds u, i get it. Just don't have sale then if u have another money tree. Quote Link to comment Share on other sites More sharing options...
RTM Posted April 22, 2016 Report Share Posted April 22, 2016 (edited) Niche market with no real competition....equates to you deal with it. This is exactly what I have learned in my short time of making and selling tackle. I just just hope the one of the companies I have dealt with gets more into swimbaits because they are fantastic to deal with! Edited April 22, 2016 by RTM Quote Link to comment Share on other sites More sharing options...
Brian TP Posted April 28, 2016 Report Share Posted April 28, 2016 Bob, I totally understand and agree. If you have on method of contacting and returning calls/ emails fine...no issue. But I got absolutely NOTHING, zilch zero nada for a month. I used the contact page two weeks after I ordered, nothing. Only after the 4 week mark when I used it again did I get a response and it was "Your molds will ship today" ...they shipped two days after that. The thoughts that were going through my mind...did I just get ripped off? Is this guy even still in business? Is there a family issue? All he had to do is respond to one message and let me know the timeframe. When the money is paid, you are obligated to provide me some form of customer service. I'm just a small time shop hoping to get bigger.... I understand I can sell a bag of baits to anyone, but if I provide a good product and in a timely manner, that one bag may turn into several ...and word of mouth will lead to even more. I've increased my business 4 fold in the past 6 months because I will email them with hours and have the baits in the mail within 48 hours. I get it, molds take much longer. I will be buying a lot more molds in the future, have bought 12 this year already. From who is the question. Maybe the one who works with me the best.... Endstate: All I wanted was an update ...instead I got a headache, a bit of stress and then some relief after they arrived 5 weeks later. Happy in the end, very nice molds. 2 Quote Link to comment Share on other sites More sharing options...
