The death of a UDM

In my line of work if one of our products causes a no build situation my company can be liable for an avg of $25K per minute that an assembly line is down.. even with those figures sometimes people cannot be reached.. such is life!



Please be a little more lienient and patient with the future mfg's that you patron, remember honey attracts more flies than vinegar! From what I have seen from DavidB and the way he goes about customer service, had you given him a honest opportunity to rectify the situation I am sure he would have went out of his way to make sure you were satisfied.
 
evilWagon said:
Wait wait wait... did someone really pay 2000 for a thing of wax?



I have some ocean view swampland in the everglades for sale.
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I was going to offer you 1 trillion dollars for that piece of property, but you didn't respond to my PM in 1 min. Such poor communication and customer service. I have nothing to do now so I guess I'll just go to the post office instead and return my $2,000 jar of Zymol without a prior RMA. I'm older than most of you so that makes me smarter and more mature than the rest of you. I rule, you suck. Boys go to Jupiter to get more stupider, Men go to Mars to waste money on overpriced wax for their cars.
 
zoomzoom mazda5 said:
...but if it was a PC you would had to wait a very very very long time for them to email or call you or a letter from them.
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Actually, I had a problem with my PC, called them, got an immediate answer and a new part on the way within a few minutes. I had it in a couple of days. Soon after, I wanted to order a couple of new counterweights so I called the (nice) lady I spoke to earlier to ask how/where to order them. She remembered me and sent me two, no charge. PC isn't all that bad.



LL
 
I have a few problems with porter cable products in the past and the outcome was not good, but it took me 2 weeks to get a hold of someone there:hairpull and from there on i'm been using other companys for my tools, just my 2 cents.
 
LOL 4 hours only? I actually spent 5 hours on the phone with maytag (thank god for speaker phone) but to be fair that was after that massive recall.
 
4 hours? That's amusing.

I've waited longer than that for a response from doctors before.



For someone who states they "love the machine" you are certainly quick to post anything negative about the UDM.



Give it some time man and relax. Everything will work itself out in the long run. :up
 
4hours may have been a bit short.



I've been slowly trying to get ahold of DavidB through the site and a PM with no response...he's on my call list this week as well.



I wouldn't bash the machine for a dead switch...it happens. My PC was dead the 3rd time I went to use it
 
i'm sure DavidB's schedule has been both busy and hectic. give him some time, i'm sure he will take care of you...
 
You guys are great! Ya'll keep things a hummin. As of now Sat. no reply. A company that takes on the size of a prodject as the UDM should have a staff to help out. As I said 4 hours is probably to quick to expect a reply. I also have never complained about anything but the switch. In fact I have said how much I love the UDM. If you look back far enough I was one of the first one's to give it glowing reviews. Some of ya'll crack me up. UDM will reply sometime, no big deal..
 
I have noticed a number of you that are jumping on me have less than 500 post. So you are fairly new to these boards. Let me point out the FACTS!!!! I bought my UDM from pre-ordering it as showing faith it would be a good product. When the product arrived and I used it I called it the true ULTIMATE DETAILING MACHINE. Then the switch problems came up and I stood up and wondered why the mfg was not notifying owners of a problem. I got polish in my eye but got it rinsed out ok. ALL THE TIME SAYING HOW MUCH I REALLY LOVED THE UDM !!! My motor craps out on me Friday morning. Notified UDM at 11:30 EDT on instructions on how to return.



Why did I do this? I wanted to ship it out ASAP. Why, Because I know what this machine does how it works and how it performs. And I still say it is better than the PC and it it is when performing right it is THE ULTIMATE DETAILING MACHINE!!! So I posted I could not get in touch with anyone. (I want it repaired or replaced ASAP because it is that good)



I wax my car at least once per week. The UDM is the tool of choice. Some one by phone, email, or PM should have notified me on the proper way to return. Yes everyone's busy. But as a mfg when you decided to tackle a project you NEED to have some one to reply to customers personally. This is just the way I would handle it. Customer Service is number one when people need it. I can call Autogeek, Zaino, meguiare's and get that personal touch.



Now to wrap it up. I am anxious sp about getting my UDM back. It is the UDM. Now if you want to jump on me it's ok. I know my motives. It does not change my mind set one bit. So if you want to take a shot go ahead, you are wasting your time.



Regards, Zoom-Zoom
 
Are you saying that people with less then 500 posts should not post their opinion? I see people in this thread who have been here for a long time but dont feel the need to post very often. Post count is in no way tied to knowledge.

You sent an email at 11:30 EDT. I believe that David is located in San Diego Ca so that would have been 4:30 pm his time. It is entirely possible that he wasn't at work. He might even be spending time with his family this weekend. Give him a chance to reply to you during his working hours. I admit that I want instant gratification in response to any communicatino that I make in this electronic age but some times you just have to wait and give him a chance.

I am glad you really like the UDM. From your initial post "So add to the switch, poor customer service!!! If things change I will let everyone know. Think hard before buying the UDM. Another bad deal." I would not have guessed that you were trying to get a replacement UDM.
 
Sullybob said:
You sent an email at 11:30 EDT. I believe that David is located in San Diego Ca so that would have been 4:30 pm his time. It is entirely possible that he wasn't at work.
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11:30AM EDT is 8:30AM PDT.
 
No, knowledge is not based on # of posts. But once someone gets a bad post people come out of the woodwork to join in on the bashing.



"So add to the switch, poor customer service!!! If things change I will let everyone know. Think hard before buying the UDM. Another bad deal." ""

Fact I love the UDM. Fact Poor customer service (I emailed, called and left messages,PM'd all at 11:30 AM EDT) Fact I probably would not buy another until the switch is fixed. Thanks for your comments.....



So if I go to a nice eating joint order baked chicken and it comes out raw, I should not send it back because I have a $35,000 car outside



Didn't spend that much on the wax. Also thought long and hard about it, and my decission was yes to one of the best waxes for a lifetime.



BlackElantraGT said:
4 hours is way too soon to start bashing a company over poor customer service. I once had trouble getting a reply using their email address, but there was some kind of system issue at the time because another member had experienced the same thing. In any case, Lynn contacted me promptly and took care of the issue right away. I wouldn't fret over it. You just spent close to $2000 on a tub of wax. I don't think a $150 polisher will hurt you financially in any way for a couple of hours or even a couple of days. Unless you deliberately damaged the UDM on your own, I'm sure they'll take care of you. They're good people, they're not going to run away with your money.
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Post count.. oh geez. Like that has anything to do with it with experience at Autopia or DavidB.



I've been long before the last 2 iterations of Autopia and my post count is probably under 1,000. I still visit the site nearly every day but to be frank, there hasn't necessarily been a lot to talk about.



The community has become very very well educated and there is enough information in the "search" feature that there isn't a constaint need to be reiterating what the 2 bucket method is, what a DA is, what does M81 mean etc.



I don't typically reply to other's details. I'm more interested in new products and new approachs to detailing. The last wave of interesting detailing was the "spit wax" approaching that I can recall. There was a lot of discussion to on Klasse AIO.



The products have gotten better the last 2-3 years, the DA is accepted as a good option and now the UDA is taken even to another level. Towels have pretty levelled out now too.



Don't be fooled by post count, there are a lot of very very senior people here and capable detailers with low post counts...



Paco
 
I fully agree that post count means nothing.



I also feel length of membership means nothing too.



I feel even more that if somebody is extremely experienced and competent professional, whether be it a detailer or something else, or are beloved to a point of blinded fault business owner, or are maker of a beloved product (which doesn not neccessarily mean great product), that is not an automatic guarantee they are logical nor that they have 100% grasp of what excellent customer service really is about. There is absolutely no relation between those things whatsoever.
 
MDRX8 said:
Well it had to happen to someone. I knew with my luck it would be me. Using the ULTIMATE DETAILING MACHINE UDM. I noticed the speeds were jumping up and down. I said hey the is neat, a variable speed UDM. then it slowed and with one last breath she dies!!! Remeber I had compaints about the switch and the mfg not notifying anyone. But I always said I love the machine. Well its been four hours since I called, emailed and tried everything I know to get a hold to some one for me to send it back for repair or replacement. NO SUCH LUCK. I can't get anyone to reply to me on how to return it. So add to the switch, poor customer service!!! If things change I will let everyone know. Think hard before buying the UDM. Another bad deal.
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You want your PC back? ;)
 
mbdfahrer said:
You want your PC back? ;)
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Hi mbdfahrer! No I have another PC as a back up.



But for the UDM,,,,, I have said from the start that I like the UDM. It is lighter, smoother, less noisy. But I would like a cure to the switch. My main point is mfg never told anyone about the ease of it coming on. OK? Now "Another bad deal" was in reference that I could not get any customer service starting at 11:30 AM EDT.. I emailed the right people, I phoned and left messages to the right people and I PM'ed the right people. "Another bad deal.".....Someone, somehow, someway should have gotten back to me. If you are going to take on a task of that magnatuide (sp) , you should have a staff to suport it.



So I feel like the kinks can be worked out. (but this should have been done in a testing phase) AND I would like it repaired or replaced. Regards!!
 
Hope everything works out OK for you and let us know when you do get a replacement one and if it has the updated switch too. Have a good weekend.
 
zoomzoom mazda5 said:
Hope everything works out OK for you and let us know when you do get a replacement one and if it has the updated switch too. Have a good weekend.
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Thanks zoomzoom mazda5, I think everyone beleives I am out to get back at the UDM mfg. That is the furtherest thing from the truth. I just a old (getting old) country guy from SC... I would love to see UDM fix the problems and be the No. 1 DM. I have faith in them that they will. Lets all have a good weekend and forget about all lifes problems on the day we worship the Lord. ZOOM-ZOOM !!
 
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