thought I would share what Happy Trails said in response a PM I sent them over on ADV riders...
Originally Posted by Wistrick
I want to purchase your SU racks for my 2011 Versys but after reading this thread on the Versys forum I am skeptical at best...thought I would let u comment...
to be fair your response will probably decide if I do business with u or not
thanks in advance
Dan, please excuse the delay in responding. We only recently established a presence on Adventure Rider and am surprised I didn't receive an email alert for a private message (I've been in Wisconsin visiting family and friends for the past two weeks).
I wish to thank you for forwarding the forum message. It is not easy to read the reports of disappointed customers but being willing to take a good hard look in the mirror is always the best way for companies and individuals to grow.
There are three general complaints I see in the thread: 1) inconsistent communication and customer service, 2) shipping delays and inconsistent messages about shipping full orders and 3) poor quality instructions and issues with fitment or missing parts.
All of these reports are valid. To be sure we don't think they represent the vast majority of our order response and customer experience ... they do however represent accurately the experience of some customers. We are aware of each of the issues and have been working diligently for months to address them one-by-one. We have hired additional staff, revamped systems, created three additional venues for customer contact and service (Twitter, Facebook and our Trail-Dust blog). And perhaps most importantly, have hired a full-time person to improve our instructions.
We remain a relatively small company. But small companies must do all of the things companies of any size must do when it comes to quality control and service. We suffer each and every time we make a mistake. Most of our staff are riders, we know and love our sport and no very well the frustration when a product doesn't live up to its billing.
Having been straightforward about the above. I humbly and confidently ask you for your patronage. I can assure you each and every staff member is dedicated to providing a quality experience with our products. Please feel free to contact me directly at [email protected]
if I can be of help in outfitting your Versys.
Thanks once again,
Happy Trails Products
11777 W Executive Drive, Boise, ID 83713
Showroom Hours: Monday - Friday 10-6 Mountain Time