Pretty disappointed with Autoform

[TheMadMachinist]

I ordered a TA style rear spoiler in primer for my Gen 4 coup back on the 4th of September of this year. Autoform, according to their webpage sites delivery was going to take 4 to 6 weeks. As of today 14 weeks later I called and was told that it will finally ship today. If I would have had any idea that this purchase would have taken 3 months until it was ready to ship I would have never placed the order.

As a business owner myself I can tell you that if I provided this kind of service to my customers I without a doubt would not be in business long. If this part was in deed a one off part or a prototype piece I would be a little more understanding. But this part is in their catalog and is already a proven production part.

Over the last ten years I have had dealings with more than a few companies that deal with Viper specific parts and services. For the most part and aside from having to pay the Viper tax in some cases. Most of these dealings have been good to great. There where one or two deals that went bad and I mean very bad. That's not to say that this transaction even rates close to those two. But having to wait as long as I have is putting them higher on the list.


What do you guys think. I'm I being too critical of their performance?


I wanted to pass this along for anyone else that is considering placing an order with them and to vent some of my frustration.

[Cpl]

What a coincidence. It ships the day you called. Hmmmmm.

[cubeman]

Did you actually get a tracking number today or?

[Fatboy 18]

Steve has had a few problems this year and his work load has been big. You also have to factor in holidays.
Even the best of us need a break sometimes.
It's one of the perils of running a small business.
You don't always get the timing right.
Steve made a race fascia for me earlier in the year.
He also had to arrange shipping to the UK.
It turned up in perfect condition.
I can understand your frustration but as I said it's not always easy to put an exact time on things.
I'm sure you will be delighted with the product.

[drewsss]

Yes, you are being too critical. Steve takes the time to make the highest quality parts out there. Although frustrating, it is well worth the wait. As an example, I waited about 4 months for the removable GTS wing, but when I got it...perfection. Couldn't be happier.

[MH60M]

I understand the frustration, as I have purchased parts, and will continue to purchase parts from Autoform. The parts are great, but the wait is long....... their time estimates are completely useless and if you get a chance to speak with them on the phone, their word means nothing as well. If you do some research, it's been this way for years. Although, I agree that it is not on-par with todays customer-centric business models.......most of us in the Viper world have just grown to accept it. I'm sure that they're busy with new products and R&D......... but until someone else takes on the low-production/low-profit Viper aftermarket sector, this is what we do. Change your expectations and you'll be fine. It's no biggie for me, I can wait. Steve is a great guy and his love for Vipers is unwavering.

[commandomatt]

In these days of Amazon and like companies shipping in what seems like minutes after you place the order, we quickly forget that handcrafted items take time. Small companies get affected by small things that can delay production and this unfortunately can lead to orders being pushed out. I assume you are a machinist of some kind and know as well as anyone what can happen when a machine craps out in the middle of a run. Nobodies fault and you just need to get up a running as fast as you can again.

I am sure it upsets Steve as much as the end user.

Be patient. Quality takes time and I am sure that once you have your part, the frustration will quickly fade.

Poor quality and not standing behind the product you sell is inexcusable and deserve to end up on your 'shit list'. Being late on a delivery does not

[LifeIsGood]

I've also had numerous dealings with Steve and yes it takes a while to get his products. I've always been happy with those products. There are very few aftermarket viper parts makers. We need to be patient with them. I'm not saying we should put up with shoddy work. I'm willing to put up with the turn around time as long as the products are high quality.

[Dustin]

Steve is a solid guy and builds great parts. No complaints from me.

[Desert Venom Racer]

I understand your frustration over timing, it sounds like there is or was a communication breakdown. Autoform has been a critical supplier of custom parts and body panels for the Viper community since the 1990s. I was fortunate to visit their facilities in Holland, MI during a race weekend at Gingerman raceway in South Haven MI back nearly 20 years ago. They are quality people that were always there to serve us with passion. I'm pleased that they have survived to continue serving our niche market needs. Hope you find happiness with the final result.

[TheMadMachinist]

Thanks for your comments and I only wish I had some of you guys on my side so you could talk to some of my customers. I guess it comes from my dealing with business to business customers daily where there is little to no room for any deviation of delivery date, price and most important part tolerance for any reason. I'm sure this has lowered my tolerance for things of this nature.

I guess the days of people conducting their business in professional manor are for some a thing of the past. Back in the day you generally received your goods or services first and then paid. Now with a click of a button your credit card is instantly billed and then most times it's up to the customer to try and find out what happened if a month or two go's by and nothing show up at your door.

Lastly I'm sure Steve is a great guy this wasn't personal. Maybe he just needs to revise his deliver time on his website from six to eight weeks to three months.

[1of1TA1.0]

Set expectations (lead time estimate) = Customer Reality

If you don't factor for Holidays, being busy with something else, etc... Don't post an expectation, it's not that hard. Excuses are like......

[01sapphirebob]

From autoforms website...

“NOTE: Because we offer a large array of products, with highly-varied production times, the amount and type of products ordered week-to-week lead to fluctuating production times. Because of this, we do not offer a specific production and shipping schedule (except in specific pre-determined circumstances). Every effort will be made to adhere to our traditional approximate 2-month production timeline.”

[Fatman2006]

I had the exact same experience, it took a few phone calls before I actually confirmed the part shipped. I think he should update his website to reflect real-world turnaround times. The inconvenience of the misleading wait time aside, the product is amazing and I will order from him in the future.

[nrs1]

Nothing but good things to say about Autoform quality and product offerings. Low volume, custom made quality products aren't available in many places, so with that in mind and talking to Steve before ordering, I gave him plenty of leadtime and was patient. The parts were fantastic and functioned perfectly, well worth the wait.

[viperBase1]

I'm I being too critical of their performance?
I wanted to pass this along for anyone else that is considering placing an order with them and to vent some of my frustration.

Thanks for the post.
FWIW, I've tried messaging him directly on the forum and via email a couple/few times (about a Carbon Fiber spoiler) and never got a response.

IMO you're not being too critical AT ALL.
Especially if you paid in full at the time the order was placed. (?)

It's on him to do a better job at scoping the work up front. Then he should be able to set expectations and communicate better to keep you informed.
You shouldn't have to be the one calling him after the deadline/due date has long since past.

But others here seem to think he's a seasoned pro.. so .
Certainly there's an element of Autoform being one of dying breed for the Viper.

You're a business owner. You obviously know the score.

[J TNT]

Steve has always been a Class Act and very few do what he does for the Viper community . And as others have mentioned once you adjust your time expectations for custom made parts, the wait IMO is well worth the quality you get .

[FrankBarba]

Steve did quite a bit of work for me back in the day. Although I feel your frustration I am a firm believer that
you don't pay until product is done. When you pay for an item and its not ready to ship your involved in a Ponzi Scheme.
Most of the time the vendor is using your money to fund another project. Once that is complete hopefully there is enough
money to fund your project....This is in no way saying that Steve conducts his business this way.

If the vendor will not accept payment after the work is completed the funds will not leave my wallet.

[ViperJon]

Steve did quite a bit of work for me back in the day. Although I feel your frustration I am a firm believer that
you don't pay until product is done. When you pay for an item and its not ready to ship your involved in a Ponzi Scheme.
Most of the time the vendor is using your money to fund another project. Once that is complete hopefully there is enough
money to fund your project....This is in no way saying that Steve conducts his business this way.

If the vendor will not accept payment after the work is completed the funds will not leave my wallet.

Doubt anybody is going to make custom basically one off work with no payment or at least a substantial deposit and hope you still want it 3-4 months from now.
Especially in the custom auto aftermarket parts business rife with bullshitters and broke asses. On both ends.

[Drummerviper]

Steve did quite a bit of work for me back in the day. Although I feel your frustration I am a firm believer that
you don't pay until product is done. When you pay for an item and its not ready to ship your involved in a Ponzi Scheme.
Most of the time the vendor is using your money to fund another project. Once that is complete hopefully there is enough
money to fund your project....This is in no way saying that Steve conducts his business this way.

If the vendor will not accept payment after the work is completed the funds will not leave my wallet.

Awful advice

[Fatboy 18]

I gave Steve a good Deposit and he was happy with that, full payment was asked for once they had the finished item in the crate and shipping price.
Can't be fairer than that
if the product was poor it would be a different story, but I have no complaints at all.
I have also ordered other large parts like side sills previously and again Steve has come through.

[TheMadMachinist]

Thanks for the post.
FWIW, I've tried messaging him directly on the forum and via email a couple/few times (about a Carbon Fiber spoiler) and never got a response.

IMO you're not being too critical AT ALL.
Especially if you paid in full at the time the order was placed. (?)

It's on him to do a better job at scoping the work up front. Then he should be able to set expectations and communicate better to keep you informed.
You shouldn't have to be the one calling him after the deadline/due date has long since past.

But others here seem to think he's a seasoned pro.. so .
Certainly there's an element of Autoform being one of dying breed for the Viper.

You're a business owner. You obviously know the score.

Here we have a Gentleman that understands what I wrote. Thank you sir for your post. Perhaps for other it was not clear that at no time did I try and devalue Steve's character or the quality of the parts he or his company produces.

MY first post was base soley on the fact that After I placed my order on his webpage the only time I heard anything from his company was after I reached out to him. I even did so to confirm my order and at that time I believe I was told they where busy and it would be closer to eight weeks. As strange as I believe it is for a company to have an online catalog of that many parts but not to stock the part they offer is. I still ordered this part with the belief that it would take eight weeks give or take until it was shipped. This week is week 14.

I must have missed where it was writen that " Every effort will be made to adhere to our traditional approximate 2-month production" timeline.” So this means the part is only late by a month and I stand corrected.

At no time was I contacted by Autoform. This is the really issue I that I wanted to bring up to anyone interested.

It's interesting to read posts from so many on this form that for the lac of any other word. Coddle assorted venders of Viper specific parts and services. For instance J TNT writes: "And as others have mentioned once you adjust your time expectations for custom made parts" This isn't a custom part it's on Autoforms website. I had no more exceptions than what I was told over the phone during a call that I made to them.

Would it be completely out of the question and even more just good business practice to maybe make an extra Rear Spoiler and have one in stock because you are in the business of "selling them".

I get the whole Idea that there are few out there making parts for Vipers. I also know fully how small the market really is. But you know if I would have gotten perhaps even one unsolicited phone call from them over the past three months. I would not have even made this thread in the first place.

Not to single you out J TNT. But for the last 26 years I have been making custom and prototype parts to customer specifications and you wouldn't find any of these parts in any catalog. My customers expect quality. If i told even one of them "Oh don't worry the parts will so good that you won't even give it a second thought that I was a month late on delivery" Do I even need to explain what would happen next?

[LifeIsGood]

You just don't want to understand. Have a nice day.

[TheMadMachinist]

You just don't want to understand. Have a nice day.

Please feel free to PM me your explanation because I would really would like to understand.

[ViperJon]

You just don't want to understand. Have a nice day.

Wrong. He has very right to be concerned with the order he placed so long ago with zero communication from the seller. There is absolutely no reason for that. A phone call or friendly email with an update is too much to ask? So simple. And he wouldn’t have felt the need to speak out here.