Attention Absolute Pace builders / assemblers

[Wazza]

( Thanks Damage...I know you're just trying to help)

As much as I appreciate your sentiment Towy, and you're allowed to have your opinion... but we are still going to do our very best to keep our customers happy.

I do understand the customers appreciate that the Pace427 is like no other "kit" ever offered..i.e. a world class chassis and body, combined with a full build “package” that consists of probably 3,500 bits and pieces( including fasteners/lines/clamps/clips/brackets/tubes/components)...and it's a lot more complicated to produce and support this than building/buying a body chassis...and then using donor parts to construct.

The idea/concept is terrific, and we'll get better at it as we progress, but I will admit it's a BIG complicated job, to see this process through from start to finish.

This becomes really tough when we also promise to provide full support during the build.
I know I hear that we don't communicate, but we get a LOT of communication every day, and we do our best to answer as much of it as possible.

The sheer number of "bits" supplied can also make it difficult sometimes...

In that pile of 3,500 little bits, human error will sometimes kick in, with wrong nuts/washers/clamps etc., being sent, and we have to try to identify what was sent, replace them, courier them...and then quite often get a follow up e-mail that says that they found the right ones in another box, and didn’t need to be replaced.

We do make errors, but we also spend many hours sometimes fixing something that was o.k. in the first place.

Combine this with some suppliers that we have to pay in advance for components, waiting until they have a "batch" order until they'll supply..and any number of other little glitches that might cause us grief.

We know that the expectation level is pretty high...and we will continue to do our best to achieve this.

I really don't want to turn this thread into an open B**ch-a-thon...( sorry Damage ), but I will say that we are doing our best to keep up to a high demand.

I know I see where a customer says we were not communicating, and I check and see over 100 photos, and perhaps 60 to 80 emails back and forth, over a three or four month period, and it stings to see the comment.

I know that I/we have spent sometimes hours on the e/mails and phones back and forwards in a day...fixing up some issue with a build question..only to hear from someone else the next day that the same person has been telling others the evening before that we never get back to them.

It does take the wind out of your sails when that happens, but I'm positive it will be on the improve.

Doesn’t mean we can’t do better...it’s just that I know what building a Cobra has been like for many years, and the expectation level is much higher than it’s been previously.
I realize we can do better...and will do...but the days of waiting for "YEARS" to complete a build are gone....Thank God for that !

We have had to deal with a pretty high number of "communications", and unfortunately I can't always get to reply immediately.

We can write and say that we will be delayed due to staff shortages/something not turning up that we were promised, and promised again, and then we get an e-mail wanting it explained in further detail.

Then it's happened a number of times where I’ll get an e-mail, followed by a text to say that they’ve sent an e-mail, and then a phone call the same day to see if I’ve received the e-mail and the text, and this phone call will then go into detail as to what is in the e-mail...all the time, I can hear other phone calls coming in.

Not necessarily angry calls/e-mails....just someone who wants to know how something fits...or when something can be sent...or to let me know they’ve received the wrong washers/nuts/bolts in a parts tray..and I know that it’s something we promise to support...it’s just sometimes not something that I can sort out immediately.

We get a lot of e-mails asking for info and support, on how to complete certain parts of the build, which is fair enough...and we pride ourselves on the fact that we will provide this info, but this level of support has never been offered by any other manufacturer, and although we strive to get this info back to the client ( and quite often it will be in the instructional manual) we have made a fairly big rod for our backs.

Don’t get me wrong...
All of this can be,and will be achieved...it’s probably just a combination of cutting down on any human error levels, a few extra staff added to the gang, ( That's being addressed in the next two weeks )...and the fact that we’ll get better at doing all of this as we grow.

Absolute Pace is still a young business, trying to offer a level of quality and support that we have not seen anywhere in the world, and I look forward to seeing 100’s of satisfied customers over the coming years...all extremely proud of their beautiful cars.

Now it's Friday night...
I have to stop,
DVD and Chinese food and a beer awaits....
I hope I can sort this out next week.

Cheers,
Warren Boylan,
Absolute Pace.