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CheshireCat

I have to say, I was opting for a customized SSV and I'm really starting to regret it. I'm not a very patient person but by my calculations I could have the SSV within a month, which was OK. Well how wrong was I. After a month of e-mailing I am closer to having a customized SSV...possibly. I can say without a doubt that the customer service is the biggest drawback to their company, they are really way too slow and clearly need more staff to deal with all the e-mails that come in. Everything else seems to be fine, the product looks realy solid and reliable, and the fact that you can get a customized version is really a huge selling point to me, but it's ruined by the amount of time you must dedicate to get one.

I have also found that when they do reply, it's not very efficient. I have had to ask time and again for prices and other indications like shipping costs...some questions get answered and others don't. The whole process isn't very clear to the customer. When the customer sends in the details they should send an e-mail back indicating whether the piece can be customized, how much it will cost, how long it will take, and how it is to be paid for (at the very least) but this is all information I have had to request, and not just once. It seems to me they've bitten off a little more than they can chew with this customizing business, and the ones who are suffering are the clients who are willing to go further and pay extra; the very ones they should want as happy as possible. With hindsight, I realize I should have gone for the standard production set and maybe invested in customized glassware once I'd tested the product and satisfied my impatience.

Nevertheless, I'm still looking forward to finally having an SSV (be it custom or standard) and starting my healthier life.

 

beezleb878

Maybe pick up the phone and call them. Their are other sediments around that state similar dissatisfaction with their email replies, both as you stated, in getting back in a timely manner and in efficiency in the manner you describe.

I would recommend that you sent in your review to them for the testimonial section and perhaps they may take a better look at the issues.

Buzzby

I'm interested in the SSV and read your review. I'm curious. If you'd never tried an SSV, why did you order two of them? That's a lot of bucks for something that might not suit you.

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shibshib

I own a volcano (love it)... but i definitely plan on getting an SSV some time in the not-to-distant future.

5drive

I agree. I didn't order a custom SSV, but I've been frustrated trying to get some custom glass. It's almost like they come in every day and flip a coin-heads we answer email, tails we delete it all, unread. Their intentions are good. They've given free replacements parts with free shipping, etc., but their execution of those good intentions leaves a lot to be desired when it comes to email. And if your custom request is a variation of one of the pieces they've pictured on their site, it's a lot easier to send a pic with modifications listed, than it is to describe it over the phone. I think I'm going to send Steve a note via snail mail (sure don't trust email ), and let him know his customer svc. rep is suffering. I really think he wants to have great service, and I know they're busy building SSVs and DBs like crazy. But he does need to get his email act together or he's gonna lose customers-probably already has. I know I gave up on getting any custom glass. Unless things improve, I'll just wait until I see something I like on the site, and since their taste in knob colors is too 'multicolored' for me, it could be a really long wait.

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Buzzby

It sounds like its a small company overwhelmed by the popularity of their products. Scaling up is always a problem for small businesses. They can't keep up with demand, so some things get left by the wayside.

CheshireCat

I haven't even tried calling because it even says on their website that theyre normally too busy to answer the phone and that people should just leave a message. I live in Spain so apart from the expense of the call, it's difficult with the time difference and all, and I don't see much point in calling if I'm just going to have to leave a message, I certainly don't want them calling me back (and risk being woken up at ungodly hours!)

I have already complained via a rather bitchy e-mail to the girl who attends me about the poor quality of the customer service. I realise they don't have much time, but I dont think I can count on both hands the amount of e-mails we have exchanged this month, which is far more time consuming than just constructing one very thorough, very informative e-mail. It also would make me a lot less pissed off to receive one of such e-mails than 5 of the quick, "answer what I can think of right now" e-mails, which in turn forces me to send yet ANOTHER e-mail re-requesting the things they haven't managed to answer so far.

It now says on their website that their head blower is on leave and that customized pieces could take up to 8 weeks to complete. I am still waiting for a reply to know how long the pieces I started asking for a month ago are going to take, but frankly I have given up hope. If they now tell me that I have to wait another 2 months, after waiting a whole month just to get all the info together... ARGH!!!!!!

I'm just going to settle for one of the mass produced ones, but I stil have questions about that too!

Maybe someone else can answer this...It says on their site that they have a range of colours available, but then in the little drop list it seems they only have combinations of black/silver/orange with the other colours for the base. When they say a range of colours do they mean just for the base? I know ive seen pictures of a green SSV on google, and I'd like to order a red one...

beezleb878

Tuff one and I feel for you, I would message TokinGLX as he is the resident ssv guru and perhaps he can help with specific questions.

Their are other places that make custom glass that will fit the ssv too. Precisely I do not know but I believe others would know.

5drive

Colors are black, orange, silver, and the custom colors they list at the bottom. I don't know what they mean by 'custom silver' or 'custom orange'. Base colors are blue, red, purple, green, yellow, black, and silver. Last I heard all bases are now metal except yellow. They've had a green shell color in the past, but I've never seen red.

I've been told their 'phone answering ability' has improved since they now have more help in the warehouse. But since your time zone is about 8 hours ahead, you'd have to pick your call time appropriately.

tokinGLX

im not sure about the custom silver or he custom blacks, but they try to keep a supply of new colors comming in. im not sure if they have any greens in stock any more, but that was one slick color for the unit-




they still have the rainbows end on their price list-




and tho i have no pictures, they have pink units in factory as well.

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