Would you pre-order from eFx?

Are we seriously discussing why a company should communicate instead of ignoring its customers ?
As a customer, a company that doesn't answer my emails (I'm not even talking about answering inquiries from a person who already paid a deposit) looses my business. Period
As a seller I would feel terrible not answering or updating my buyers especially if there's a delay (that's really the least you can do).

I've never preordered anything from EFX (and I surely won't now) but no matter how serious some people think they are, no matter how long you have to wait to get the product you paid for the lack of communication is just textbook bad business.

Kevin Gossett said:

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I don't think a monthly update is necessary. But if I preorder an item, and put down hefty deposit, I would like to know if there is a production delay. I can't speak personally because I have never bought or preordered from eFX, and I certainly know there are two sides to every story. But seeing reports of an item delayed two years now, and attempts to contact the company being ignored... That is a problem, no?

We have been told about the delays and some of the reasons for them. Just not as frequently as some would like. As to the ignored emails, I can't speak to that. Other than calling to place my order, I've never called or emailed eFX about my order. I'm just sitting patiently until they have something concrete to tell us.

Correct me if I'm wrong, but it hasn't been delayed two years. It was originally scheduled to ship first quarter 2011. So that puts at about one year and two months.

I'm not in on the Tie Fighter, but from what i've read, they're pushing a year with no updates.

The flip side of it is, even if there's no new information, updating people at least quarterly to say 'same delay, no info' at least makes the customer feel like the company is aware they exist and keeping a line of communication open.

The BEST thing you can do as a company in that situation - you would think - is to keep communication open, and keep the customers informed, even if it's to say there's no new information. Worst thing you can do is give people the impression you've forgotten them or don't care about them.

I've pre-ordered several things from EFX and would do so again. Yes, their communications could use some improvement but I've been extremely happy with the final products.

Besides, your order is protected by your credit card company in most situations.

Kerr Avon said:

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Icons was a bit before my time really, but isn't that just what happened to them? They seemed okay, then things got really delayed, then the company folded with little to no warning? How many people lost out on preorders from them? Let's face it, the legal prop replica business has never really been a long term business environment, nor the most stable. How many legalized formal companies have come and gone, the last months having been marked with orders placed that were never fulfilled? There is a significant risk of putting cash down if there is no product in 2+ years it seems. If I'm going to preorder something, I hope that the preorder will have a faster turn around so I have some protection as a customer. If this was just a guy with a garage shop, quite frankly, I'd go visit his home and take the police with me. Or not take the police with me. But a company that folds, if you can't get charges reversed on a CC because you paid 2 years ago, what can you do?

As I said, it's not impossible for eFX take the path of ICONS, just not as easy to do as a one person outfit working out of their garage.

Really the only thing you can do is not do business with them, which is your 100% choice. With that said...if anyone has a pre-order for the Legend Vader they want to get rid of at cost....please PM me. I'll glady do the worrying for you!

Nute Gunray - "No need to report that to him until we have something to report"

Did I skip a groove or something? Where did this "2 years with no product" come from? The pre-order date for the Vader Legend Edition was April 20th 2011 and my order confirmation is dated May 16th 2011. The Limited Edition was even later--this has barely been a year.

This doesn't strike me an a exorbitant wait especially since efx has given several updates through their email newsletters as well as posting updates on numerous public forums over the past year. This is pretty transparent communication.

As a person who works for a manufacturing company I really don't see how anyone can realistically fault efx or their business practices.

Impatient? Certainly. Want my toy? You bet, but the call for torches and pitchforks is just silly.

Kerr Avon said:

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then the company folded with little to no warning?

There was plenty of warning. Some people wear blinders.

micdavis said:

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There was plenty of warning. Some people wear blinders.

Well as I said, it was a bit before my time. But I know a lot of people lost out and never got some things they ordered.

micdavis said:

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There was plenty of warning. Some people wear blinders.

Before my time also. You don't have to give me a history lesson, but is eFX displaying any of the same warning signs?

Thanks

BoboFatt said:

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Before my time also. You don't have to give me a history lesson, but is eFX displaying any of the same warning signs?

Thanks

IMHO, Not at all.

But something so simple as updates, when not done, causes so much negativity, they should not be ignored.

I don't get or know why they do it. Some folks can't handle bad news and have trouble dispensing it.

It's stupid and so easy to fix.

BoboFatt said:

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Wow H3pilot, you're just like the Energizer Bunny aren't you?

You currently have 7 posts in just this thread so far.

I have always been extremely happy with EFX products, and just take the waiting as a given for what's being offered.

If you don't want to put up with this don't buy their stuff!

h3pilot said:

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You currently have 7 posts in just this thread so far.

I run on rechargeable batteries.

Including this post, I think only two were to you. I'll try to do better next time.

C0mmand3rC0dy said:

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I have always been extremely happy with EFX products, and just take the waiting as a given for what's being offered.

If you don't want to put up with this don't buy their stuff!

I think the main argument is getting lost in the shuffle. It isn't the quality of the product being called into question. It isn't even the waiting that is bothersome. It is the lack of communication that is causing all the grief.

I will completely remove eFX from the equation here... Any company that ignores its customers will surely lose business.

Good to hear back H3pilot.

I Hear ya, I'm just not sure what your doing is as productive to your cause as you think.

To most of us old timers... We see what has gone into this company. We see it is worth the wait and understand why...

Again... No magic wand. I too wish there was!

I seriously considered one of the Vader helmets. If there were anything I was going to pre-order, it would have been that. I'm really glad I didn't though. I guess that makes my answer a no.

I've been buying and collecting for over 10 years.

Let me make this real clear.

For a major company to take that much money and not deliver product or detailed explanations for the delay after 1 year is unacceptable.

2 years infinitely worse.

It takes about 15 minutes to get on the Internet and tell your customers what is going on.

If you can't do that, don't take deposits.

If you can't go on as a company WITHOUT the deposits because you are using the deposits to fund other licenses etc then congrats you are Icons.

Lots of companies take credit card information and don't charge a deposit until product is literally ready to ship.

The fact that this is even brought up means there is a problem on EFX's end. They should read this thread and others related and take notes so they can improve how they communicate. No-brainer really. They can do a small adjustment and eliminate the issue all together. Just good business. Leaving it up to others to defend them is not the way to handle the situation, it is all on them to try and fix the issue. Leaving it to others does nothing but create bad blood between people as you can see here.




Doug

So the consensus is... If they would pop on forums every month or so and say... Hit a snag... That would make you feel better?

First off the TIE delay and vader are connected. As stated in the quote in my last post... they had a hard time getting a factory that could and would understand the concept of making something wonky and exact... On purpose!!! I really think the TIE situation was unavoidable, and hate to say it... But thanks to it being delayed to nail down the right people for the job... That piece will surely be the longest delay we will see from them.

eFx was a BRAND NEW company at the time... and still not cutting corners? To me that is impressive... Not repulsive! You will now get a superior product!

I understand where you guys are coming from! I hope we can make this a positive constructive criticism that may help with future products. Too many of you are DYING to stick a fork in them. I really want to see them succeed!

I can't imagine all the stress and problems that producing this level of accuracy, coupled with quality, multiplied by a bunch of pitchfork waving angry anonymous forum posters can bring

The TIE agreeably is unfortunate in it's delays...

But you want accuracy, quality, and quantity... Unforseeable crap happens! Unfortunately it was necessary to get it done right. Sometimes a motor needs to warm up... Then it ticks like a Swiss watch!

Have some patience. Have some faith. No one has ever tried to tackle this level of awesome! If the whining from the penut gallery affectively harms their business...

I guarantee... No one/company will ever try again.

Outside looking in, I'd have to agree with Kevin and MClass - I also support efx's product, but not their communication style. I hear other sides of the story and I'm hearing that one shouldn't be worried or concerned when 1) your order is pushed back - a time stamp would be normal responsibility, im not sure why extensions are so easily taken - and so often...that should be kept to a minimum.

2) shouldn't be concerned with the lack of communication. - In the end it is the same product - but in the meantime there is no way to tell an honest "hold on" from something worse. that's sort of taking advantage of the customer's trust.

everything from college papers, to loans, official projects, local favors, all work on the basis of trust on both sides. "Take my word for it" is not a way to handle a transaction...