Archetype customer service

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It might take forever for delivery, but their products are top notch. I was able to look at some of the threads here prior to ordering and knew up front there would be a pretty long wait time until I received my order so was kind of prepared for it. But once in hand, in my mind it was well worth the wait. I really didn't have a need for any follow up communication with them so I can't comment on that.

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[userdude]

The owner IS customer service. He doesn't have a call center in India.

I guess we should all feel special. I mean, I buy Windows I get Bill Gates on the phone? I'm sure that's a great convo, "Hey Bill, Windows is awesome but I can't get it installed." "Because you're an idiot. See how smart I am???" All us IT folk know how great talking to ol' Billy Goat would go.

Maybe instead of "getting over ourselves", he can hire a local person to work a few hours a week handling customer service. Flipping the script and saying it's the customer's fault is perplexing at best.

 

[2023bronco]

I guess we should all feel special. I mean, I buy Windows I get Bill Gates on the phone?

ROFLMAO, you're comparing Microsoft to a tiny bespoke/custom shop.

 

[userdude]

ROFLMAO, you're comparing Microsoft to a tiny bespoke/custom shop.

You can see it however you want, but you're just as blind.

 

[Shawn_1121]

Looking for used AR products I feel is the better route, faster and cheaper

 

[iamcris]

AR is a small business. Very small. They make the highest quality parts. Worth the wait. Patience is a virtue.

 

[Descent]

I ordered 2 sets of lights from AR over a month ago. I had sent multiple emails to AR asking for updates along the way. To get even a one line response from them took weeks. Then they just try to placate you to continue to wait. I called the manufacturer directly to see if there were any issues on the supply side. There were not. They actually called the the distributor, while I was on the phone, to see if AR had ever placed my order through them, they had not. Again, at over a month after my order had been placed with AR, they never placed my order with their distributor. This is who you are dealing with.

 

[huey]

I'll chime in....again
There are so many threads on this forum relating to this

Curtis does a good job on these parts - delivering something we want.
Yes the lead time is long - I do wish Archetype was more transparent on lead times
Having said that I don't know of anyone on this forum who was not happy with what they received
If we want these non mass produced parts it takes time. If we piss off the vendors making these parts they loose interest in catering to us. We don't want this.

II have found that when I felt like an update was due, I could call or email and get my answer. I have no issue with the level of customer service they provide, or the quality of parts they produce

If anyone orders from them be aware it will take time, they will take the entire cost of the order up front. This really is not a secret if you do any research on this forum before you buy

 

[MadMan4BamaNATL]

Sad to see these threads. I have a BAM rail that I ordered and received from AR last year. Actually have a new 1” ball mount on the way right now.

Yes, they’re a bit slow, as in, don’t keep inventory or warehousing of anything and seem to produce products on a made to order basis. They’re also a small business and customer service isn’t like we’ve come to enjoy from big box or mass produced Chinese stuff.

But.

There is no mistaking that Archetype Racing makes some very high quality products that are strong, look great, and can last.

They’re not mass producing stuff, because they can’t. Responding to emails from all over for a small business can be very difficult. Not an excuse for them, but just the reality of small business when demand is high and the work is highly specialized.

So, I think they’re trying as best they can guys and they don’t want to rush out crap to us and I appreciate them for that.

 

[FloatingMoat]

I’ve always been an ardent supporter of AR on this forum and have ordered and received many parts. Everything they produce is indeed top-notch. Since they started making wheels, it seems like the bronco side of their business has taken a back seat in their manufacturing and delivery priorities. Hopefully this is temporary, and that they will be able to get more deliveries out the door, along with some of their other prospective products.

 

[Descent]

I'll chime in....again
There are so many threads on this forum relating to this

Curtis does a good job on these parts - delivering something we want.
Yes the lead time is long - I do wish Archetype was more transparent on lead times
Having said that I don't know of anyone on this forum who was not happy with what they received
If we want these non mass produced parts it takes time. If we piss off the vendors making these parts they loose interest in catering to us. We don't want this.

II have found that when I felt like an update was due, I could call or email and get my answer. I have no issue with the level of customer service they provide, or the quality of parts they produce

If anyone orders from them be aware it will take time, they will take the entire cost of the order up front. This really is not a secret if you do any research on this forum before you buy

They take money out of customer accounts and never place the order with their distributors. This is not for custom orders alone. Again, this is directly from the manufacturer, that multiple customers orders were never placed. I'm not sure why you would try to justify this as acceptable customer service.

 

[userdude]

There is no mistaking that Archetype Racing makes some very high quality products that are strong, look great, and can last.

I've only seen one of the badges and the small steps in person, but I tend to think of things like this as functional art. Because of the process, it takes time. Even getting more machines isn't that easy, since you'd then need operators, etc.

On the other hand, improving on customer service when you've dropped a good chunk of change isn't brain surgery. Be up front on the wait. I'll also point out 74Weld is a CNC shop, they still do commercial/industrial work, and nobody complains about their ability to get ahold them.

There seems to be a personality thing going on (see: art). I also hate seeing this, but mostly because it's self-inflicted AFAICT.

 

[MadMan4BamaNATL]

I've only seen one of the badges and the small steps in person, but I tend to think of things like this as functional art. Because of the process, it takes time. Even getting more machines isn't that easy, since you'd then need operators, etc.

On the other hand, improving on customer service when you've dropped a good chunk of change isn't brain surgery. Be up front on the wait. I'll also point out 74Weld is a CNC shop, they still do commercial/industrial work, and nobody complains about their ability to get ahold them.

There seems to be a personality thing going on (see: art). I also hate seeing this, but mostly because it's self-inflicted AFAICT.

Great points and I agree with what you’re saying.

Guess they invest most of their time on doing the art and either aren’t good at, or didn’t invest much in the “dealing with the people/customer” part, which is a bad business move, but small businesses where people are experts on just that one thing, but not experts in business, tend to be like this.

I hope they can take in such feedback and realize that a little investment in customer service, or an office assistant, is smart and will help to build loyalty.

I love their work and find Their stuff to be unique and of high quality and as you say, it’s art, but there are a lot of starving artists out there who don’t know how to monetize properly.

 

[F OR D]

IMHO AR makes great products, worth the wait.

They have a huge disconnect between marketing, manufacturing, and delivery. Product delivery shouldn't be delayed for months to years, and announcements and projected ship dates need to be coordinated. I get getting people excited, but it has equal negative impact when the release and ship date slip.

Again, great company and product. Need to hire or improve communication/project managers in the front to help with overall brand management. When I order I just assume +3-6m for delivery which is insane.

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