| Author | Message | ||
     Russmannnn |
I sent an email last week about getting a ECU for use with the RT3, but I wanted engine braking left on. I have not gotten a reply yet and really want to get it ordered asap. Dose anyone else know of any other ways to contact them? | ||
| Froggy |
Define "last week". The shop has been closed for a few weeks, and reopened late last week. They get thousands of emails every day, ranging from someone looking for help with their Sporster that won't start to others having questions or problems with an order. That said, the few times I have emailed them (I hate to bother them as they are very busy), they have gotten back to me within 24 hours. Also, which email did you sent it too? | ||
| Dannybuell |
Me too same reason, emailed last thursday and no answer. | ||
| Blake |
Russ, Go ahead and order the ECM including those specific instructions for leaving engine braking like stock. Nothing else is needed. Are you really not up on why it is currently tough to get a hold of the folks at Erik Buell Racing? Dude. | ||
| Blake |
New bike, 1190RS, commercial release is happening. | ||
| Court |
>>>Dose anyone else know of any other ways to contact them? There was a thread about this the other day. I'll go find it but until I do . . . E-mail is 1,000X better than calling. Be concise in the subject line and text. Be sure to include a description of what you need (many of these get read and handled at 2am) and be sure to include your full contact information. If there is a question, they'll call within minutes. Long ans short of of it . . . there is a LOT going on at this very moment. The company, now flirting with 30 folks, is poised to take off like a gunshot . . . In addition . . while switching a bunch of stuff off the IT equipment, which they outgrew in a matter of months, there were some glitches. In fact, if you sent an e-mail I'd suggest resending and noting prominently in the first line "The is a RESEND of a message sent on ________". Hope that helps . . . Folks are coming on board as fast as paperwork can get done . . . it should start easing up. | ||
| D_adams |
That is sooo cool to hear. | ||
| Russmannnn |
Blake I just went threw all the steps for ordering and all the way up to putting in the card info and placing the order. I did not see any place to add information on the order. I do understand they have a lot going on there and I am glad they do. I just don't see how any business large or small can not list a phone number on there web site. Court there is never a substitute for talking to someone on the phone so they fully understand what you want, and in this case it would be A LOT faster. | ||
| Ratbuell |
Russ - email tech@ebracing.com (Court - I'm guessing that's still a valid address?) Subject: "Re: order #......., special instructions" Body: "Hi, my name is Russ and I just placed order # xxxx for item / part number xxxxx. I would like to add the following notes: The bike is a 2008 1125R. Exhaust is a Keda RT3 No noid. Otherwise stock. I would like the ECM programmed for stock engine braking please. If you have any other questions, I can be contacted at the following locations: email address phone number mobile number Thank you!!" The details have been changed for illustrative purposes, but you get the idea. As for the phone being "faster"...uh, nope. I think they still have one phone line, and everybody's busy running around trying to...well...build 1190s. Like Court says, emails tend to get answered around 2am because that's when the poor guy can sit in front of a computer. Type it concisely in an email, they can PRINT IT OUT (doesn't get much clearer than that), and put it wherever they need to in order to fill the order. | ||
| Methyman |
I just emailed tech@ebracing.com a 9:29am and got a response back in less than 20 minutes. Darn that was fast! | ||
| Froggy |
I can assure you that would not be the case. | ||
| Musclecargod |
I too e-mailed this morning and got a response right away, awesome! Long story short, my order was the last order placed before they closed the components section of the site, and somehow it was lost and didn't make it into the new system, and thus never shipped. They said they will get my parts out today or call me if there are any problems. I am sure that if there is any ambiguity in your order they will contact you. I have a feeling they are busier than three peckered billy goats around there... | ||
| Dannybuell |
They got back to me with a Second Notice subject line on my email. | ||
| Blake |
When I ordered an Erik Buell Racing ECM for the Uly I was able to enter special instructions indicating the bike was stock. It may have been via paypal or the like, I don't recall. | ||
| Dannybuell |
The 'Second Notice' idea seems to work. Michael Richter at Erik Buell Racing got back to me last night. I was instructed to order online and that emails will be used as special instructions pages until the web order system gets sorted! | ||
| Sprintst |
update - got an email response very quickly, they did get my order! Well, I don't think their store works. I placed an order for a ECM, but I never got a confirmation email (Message edited by sprintst on June 14, 2011) | ||
| Russmannnn |
I ordered my ECU the 14th and have sent over 6 emails the last 3 days trying to get a simple reply saying they are aware that I want engine braking left on. Other wise I will get one with no engine braking. I still have yet to get a reply this is very upsetting. I know they have a lot going on,but how hard is it to send an email saying ya we are aware of what you need and its taking care of? | ||
| Court |
Something is not right. Send me a copy, with the same subject line, of the last e-mail you sent. Let me know the e-mail address that you used. Let me know if all e-mails were sent to the same e-mail address. | ||
| D_adams |
Russ, check either your voicemail or email, you should be able to get some help shortly. Btw, your pipe shipped out for polishing this morning. | ||
| Froggy |
I wonder if they are getting your emails, but you aren't getting their replies? Something isn't right here. | ||
| Court |
>>>omething isn't right here. My point exactly. We had a case where all the e-mails that went out to one owner were consistently bouncing yesterday. I'm finding it unusual that folks in 7 countries are getting replies in windows ranging from minutes to hours and Russ has heard nothing in 2 days. . . . . . . what we have here . . . is a failure to communicate. I haven't gotten the copy of the e-mail from Russ yet either so I am wondering if that's part of the problem. Totally solvalicious. | ||
| Russmannnn |
You know what would allow us to communicate a phone number like every other business in America has. If there was a number I could call I would not have my ECU sitting at my back door this afternoon with no idea if it has stock engine braking like I want or no engine braking. I just don't get it. Should I just send the package back return to sender with a hand written letter on it so they know what I want. I bet it will be faster. | ||
| Chessm |
I ordered 2 ECMs from them 2 days ago and the great news is they shipped them already yesterday! i sent them an email right after placing the order asking for a lower idle setting but i never got a response. so ya, i might be one of the emails that bounced back. | ||
| D_adams |
To be honest, the engine braking is a little over-rated. It took a couple of days to get settled into the race style lack of braking, but I certainly don't miss it now. Try it as is before you send it back. | ||
| Russmannnn |
Too late lol its already in the mail. I dident want to open it because I figured I would have a hard time sending it back. | ||
| Drhodes1970 |
If we dont bother them because they are too "busy" they wont be busy very long. | ||
| Noone1569 |
It is not hard to get a hold of them. I had two different inquiries this week. 1. was for a RACE ECM I had to ship back due to bad fan drivers. 2. was a tire question. Two different people handled the inquiries (one each). ECM guy took a bit longer to get back to me, but that was because he was working on my order and informed me that he received "hundreds and hundreds" of orders come in after the new site went live. Tire guy responded in less than 12 hours. Very helpful. Just remember, you aren't the only customer  | ||
| Nm5150 |
I am on the road and had to go to a coffee shop to get internet access.Ordered a set of brake pads from Erik Buell Racing and then downloaded some software to use my air card.I got a call from Erik Buell Racing on the way out the door of the shop to clarify my shipping.I would say that is pretty good service!I will have my pads next week and I am glad.Mine really don't have but one more week end left on them. | ||
| Father_of_an_era |
I think that e.b.r is a small American company working very hard to fulfill their very large aspirations and as such, we need to support them and not bash them. I understand that it can be frustrating when placing an order and looking for but not receiving the feedback you had hoped for but try to understand the position they are in. Did you try leaving your number when you ordered the ECM? I know when I ordered mine, they called me that next business day. | ||
| Arcticcr |
Emailed today mid morning, response from Erik direct early afternoon. Sounds like great customer service to me! Jay |
