Would you pre-order from eFx?

[ONEYE]

I've stopped pre-ordering from anyone. When the item is ready for sale, then I'll buy it.

 

[Aragorn]

I hate people who sign up because they have an agenda. Or is it vendetta?

Vendetta is ok by me...every consumer is entitled to vent.

What I don't like however is "agenda": you know the ones where dirty competitors/rival companies masquerade as collectors and try to tarnish the reputation of legit businesses.

 

[h3pilot]

From 1am this morning on another forum:

Quote:
Originally Posted by eFXBryan
Hi All!

First I would to thank everyone for their patience with me. It has been a very difficult 3 months for me. (Now I understand why they call it “practicing” medicine!) I would also like to thank everyone for their e-mails and telephone calls to see how I was doing. It was an odd coincidence that a lot of the people that I work with have been experiencing health issues at the same time! I guess we are all getting old together!!

I have not been keeping up with the forums (all of them, not just Rebelscum), so please give me a little time to read through the threads. I am sure there is a lot to catch up on.

Chris has passed the question on to me and I will be posting the answers shortly (there are a lot of questions!). And as I had discussed with Chris, we will be scheduling a live Q&A session in the next few weeks to make sure everyone is up to date on our projects.

I am trying my best to catch up on all customer service issues. As some of you have probably noticed, I have been trying to keep you up to date on the status of the Vader helmets. I will also be sending out an e-mail to those who ordered a TIE Fighter directly from us on our website on the status of that project.

Once again, thanks to all of you for your patience and apologize for the inconvenience and especially the frustration caused.

Bryan
__________________

I'll eagerly await that TIE email or web site update from eFx.

("Had some delays, expect to ship ____" must have been too hard to add to that post though.)

Personally, I don't expect eFx (Byan or whoever) to monitor the forums and answer our questions here. I would rather they spend their time trying to get products out. I would just like to see "official" communication via a web site update or direct email. Posting/reading the forums is great, but official communication when deadlines are missed keeps your customers happier.

 

[h3pilot]

I have noticed some references to "two years" with regard to the TIE delay.
I don't recall when the TIE was announced, so you may have been waiting since then, but..
- PRE-ORDERS opened on 18 OCT 2010.
- The original shipping estimate was Q1-2011. 14 months ago.
- eFx did post an update on 25 SEP 2011 with a Q4-2011 date. 5 months ago.

There is no need to exaggerate the timeline. 6 months to post an update and 5 with no word after missed deadlines is bad enough. Please try to post facts correctly.
This post wasn't started to be a bash on eFx, but to gauge opinion on whether people would PRE-ORDER good products knowing there might be long delays and poor communication. To see if it was "worth it" to you.

Would good communication effect how long you would happily wait for a PRE-ORDER product?
How long is that?

 

[Zenwalker]

I will continue to buy via pre-orders from EFX for products I really want. And I don't mind waiting if that means they are going to get it 'right' and produce quality replicas. I prefer that actually over having a shorter wait time and getting something substandard that I don't want. And, yes I have a TIE Fighter on pre-order as well.

The only thing I find a bit frustrating as others have stated is the lack of communication. I think a little communication would go a long way in the case of EFX customer service. They would not even have to e-mail everyone all the time or be on the forums too much, just update their website every couple of months and let people know the status of their products, that would be enough for me.

There is no other company out there right now doing what eFX is doing, it is new territory. Whenever something new is being done there will be growing pains. Having said that, EfX also needs to take heed of what it's customers are saying and improve its communication with them. My suggestion to people who are frustrated with EFx is just to not buy their product, that speaks louder than words. I for one, even though I know it takes a considerable amount of time to receive a product from EFx, will continue to buy from them based on their attention to quality and accuracy. As they say, good things come to those who wait.

 

[h3pilot]

Vendetta is ok by me...every consumer is entitled to vent.

What I don't like however is "agenda": you know the ones where dirty competitors/rival companies masquerade as collectors and try to tarnish the reputation of legit businesses.

If there is a question about me, I recently retired from the Navy and have nothing to do with any prop or toy company.

Is there even a company that is competing with eFx? Making licensed helmets/weapons/ships?
I'm not sure who these "agenda" people would be.

As an eFx customer, I would like them to communicate when they miss deadlines. I certainly don't want them to stop making great products.

 

[h3pilot]

I will continue to buy via pre-orders from EFX for products I really want. And I don't mind waiting if that means they are going to get it 'right' and produce quality replicas. I prefer that actually over having a shorter wait time and getting something substandard that I don't want. And, yes I have a TIE Fighter on pre-order as well.

The only thing I find a bit frustrating as others have stated is the lack of communication. I think a little communication would go a long way in the case of EFX customer service. They would not even have to e-mail everyone all the time or be on the forums too much, just update their website every couple of months and let people know the status of their products, that would be enough for me.

There is no other company out there right now doing what eFX is doing, it is new territory. Whenever something new is being done there will be growing pains. Having said that, EfX also needs to take heed of what it's customers are saying and improve its communication with them. My suggestion to people who are frustrated with EFx is just to not buy their product, that speaks louder than words. I for one, even though I know it takes a considerable amount of time to receive a product from EFx, will continue to buy from them based on their attention to quality and accuracy. As they say, good things come to those who wait.

Nice post.
Sums up the major points very well and answers the thread question.

 

[Funky]

I mentioned I was banned from RS for suggesting that their censorship (locking/deleting) of unflattering eFx posts was because of advertising income from eFx. Not for bashing eFx.

6 posts on models, 2 on 1/1 props, 4 have mentioned RS censorship (one did mention eFx), 3 on eFx (one LOL about their lack of updates, one was actual time line of pre-order til now, and then this thread)
I wouldn't call 3 MOST of 15 and only the LOL is close to a shot at eFx. (Well deserved by the way. ONE web site update in a year and a half. Seriously??)

Do I have a problem with eFx? Yes. They have had my $ since OCT 2010, have missed two shipping deadlines and only provided one update in that entire time (7 months ago). They also ignore email.

Am I wrong to be mad? Is there ANY excuse for the total lack of communication after taking money and then missing two deadlines?

Is it a vendetta? I don't think so. I want eFx to do well. They are one of the few games in town for high end SW stuff. I just want them to communicate.

This thread is for perspective. I love their products, I hate their lack of customer service, I'm disappointed by their delays (but can understand some), and I would rather wait for a great prop than get an OK one on time. I just want to be updated occasionally.
What do other people think? Am I way off base?

Would you pre-order or not?
I'm still trying to decide if I will again.

Oh, and yes, I just joined. Recently retired from active duty where I was kind of busy. I now have a little more time.

I see your point of view completely. It's no secret that I'm not a fan of EFX solely for their lack of communication and delivery times.
Though this is not the popular opinion, I wholeheartedly support your decision to start this thread.
And, no. I would not give ANY company one thin dime unti they had the product in hand and ready to ship. Would I make any exceptions? Possibly, but that company has to have a track record of open communication and consistent delivery times...neither of which EFX have demonstrated.

 

[OldKen]

Well. I'm going to say that I like your wording in your last few posts more and more H3pilot.

I apologize for seemingly attacking you. But as a former moderator for this forum and 2 others... Try and see it my way... Your first post was in an eFx thread. Your 2nd mentioned you were banned for speaking against eFx.

While yes, I am a supporter of theirs... I don't think you are in the wrong. It was just your entrance to the forum... Firstly, you are obviously a big fan of SW! And big into props! That's awesome!

But know that it seems a bit odd for you to be that big of a fan but not a member of RS or here till just now?

Through the years I have seen a lot of former members make new accounts to sneak back in and cause problems with their enemies.

But hey, while I do have a decent "spidey sense" for fake accounts aka "sock puppets". To err is human!

I think you are not wrong to want updates on a product you have money down on. And you being new to the boards I'm sure didn't realize the way it kinda looked...

All that being said, and being optimistic, I for one hope this thread serves as a springboard to bettering the companies methods of updates and communication.

All I know is the men behind the curtain are diehard dedicated people who have as much love for these pieces as anyone on this board.

I know Gino is just as letdown with the unforeseen problems with the stands as me or any other customer. But he isn't making the stands.

Bryan has been legitimately sick.

But they and everyone else there are juggling a lot right now and striving for perfection with each piece.

Once this rough start smooths out I guarantee all of you who are soo agitated will see it really was worth the wait!

Great people great company. And I am hopeful these lemon filled threads will help make lemonade.

The people have spoken! And they are listening!

While I see a lot of the points here... I am in no way worried about this company or it's products.

Namaste people!

 

[Clutch]

 

[Kerr Avon]

Another bash efx thread :unsure

I have and will continue to pre-order from them.

Bryan is a good man and i trust him implicitly

If you don't like the way they do business it's really simple, don't do business with them. :rolleyes

Is it bashing to point out legitimate concerns regarding communication? If this were, 'they haven't responded in 24 hours to my requests for more information' then yeah you might have a point. But if it's true people have been sending emails to the company, and they have received no response in 1+ years, and the last public communication was 5 months ago, then yes, I think there is valid concerns to be addressed.

And your point about not doing business with them if you don't like the way they do business, well, when enough people do that they go out of business, see the concern from a business perspective?

 

[MClass]

If you don't like the way they do business it's really simple, don't do business with them. :rolleyes

This type of attitude is stupid and childish. :rolleyes

We want eFX to succeed as a company, which is why we are voicing our concerns over the lack of communication & customer service. If we didn't like eFX, nobody would complain and the company will just die out because of these business practices. :behave

 

[micdavis]

Unfortunately the "don't buy from them" tactic doesn't work too well when you have product that pre-sells in hours.

To send a message people need to NOT pre-order anything.

But too many have the "I gotta have it" attitude and/or are very patient and forgiving people. Nothing wrong with that.

What I don't get is this.

How many people REALLY work at eFx? Do they have offices? Is it really three guys working/developing out of a garage ordering product from China? Why don't they have time to do a simple web update?

Seems to me they hit up the local experts (Frank, Gino) in the product, send that to China, they mess with, mess it up, have to change it, then pack it and ship it.

What are the eFx managers doing in the mean time? Let's face it they are only handling 1/2 dozen products. I used to work with product managers that were handling dozens at a time.

WHY is it so hard to update the website? Answer that.

Unless you're will to pay several hundred dollars more for something made in America.

That's how licensed props are made.

 

[Funky]

Is it bashing to point out legitimate concerns regarding communication? If this were, 'they haven't responded in 24 hours to my requests for more information' then yeah you might have a point. But if it's true people have been sending emails to the company, and they have received no response in 1+ years, and the last public communication was 5 months ago, then yes, I think there is valid concerns to be addressed.

And your point about not doing business with them if you don't like the way they do business, well, when enough people do that they go out of business, see the concern from a business perspective?

I can't believe I'm going to type this, but, I have to agree 100 percent with Kerr.

 

[Kerr Avon]

I can't believe I'm going to type this, but, I have to agree 100 percent with Kerr.

Have some chocolate, you'll feel better.

:lol

 

[Kerr Avon]

What are the eFx managers doing in the mean time? Let's face it they are only handling 1/2 dozen products. I used to work with product managers that were handling dozens at a time.

WHY is it so hard to update the website? Answer that.

I agree, a running blog of how the projects are going isn't all that complicated. They could easily put up an update on a monthly basis, about the status, or more often if there some important developments, or even less often if things are chugging along. But from a business perspective, responding to requests for more information on a forum or through secondary contacts instead of posting it on your own website is just not effective communication.

 

[h3pilot]

This type of attitude is stupid and childish. :rolleyes

We want eFX to succeed as a company, which is why we are voicing our concerns over the lack of communication & customer service. If we didn't like eFX, nobody would complain and the company will just die out because of these business practices. :behave

Not the point of the thread, but I agree completely.

I want eFx to do well and am concerned.
I know how frustrated I personally feel and it is coloring my opinion of the company. If other people feel the same way, I fear eFx is hurting their own business.
I know I have passed on the ANH X-Wing helmet on principle (no more $ to eFx until they deliver my current order). Not suggesting anyone else should do this, just my personal line in the sand. It looks like a great helmet and I'm sure people will buy them up and be happy.

I want them to improve and thrive, so I can keep buying great stuff from them.

 

[h3pilot]

I agree, a running blog of how the projects are going isn't all that complicated. They could easily put up an update on a monthly basis, about the status, or more often if there some important developments, or even less often if things are chugging along. But from a business perspective, responding to requests for more information on a forum or through secondary contacts instead of posting it on your own website is just not effective communication.

Very well said.
I'm sure there would be a lot less complaining if there was some information flow.

Wouldn't it be a lot easier to make an occasional web site update and pacify the masses, instead of an occasional second hand update to a forum. I bet the Customer Service email in-box would be smaller.

I know some people would still not be happy with the current 14 months overdue on the TIE, even if they knew the details of the delay. But they would be less upset.

LOL, I'm off my own topic!

 

[Jonny B]

wow, that's a lot of money...

TIE $350 deposit x 1000 pieces = $350,000
when they deliver it's another $750,000

Vader Helmet about the same...

I think they are working their tails off to make the rest of the $1.2 Million (aprox) when they start shipping.

Allthough, seriously, why wouldn't they have a Blog or a eMail every week/month showing the progress when this much money is at stake? Seems odd...

 

[tripoli]

The two issues of business that must be addressed is building a relationship and trust with your customers. Generally, the first and foremost manner is good communications and building your reputation.
EFX looks to be producing great items but lacks any of the above with meeting deadlines, communicating to their customers and the overall effect on the long term it is having with some.

Bottom line, if they want to be successful, they need to be updating their customers and giving some manner of superior service other than the product itself. I hope they succeed as well but right now, I am getting some negative flashbacks of "other" companies in how they went about with their communications and product deadlines and its a real concern.