From a standpoint of a consumer, it's terrible customer service
He's having a rough time. He's a one man show and his specialty is building custom seats and he has difficulty in finding reliable assistants who can handle the logistics. We talked about this for a while and I can understand his frustration (as well as those customers and potential customers that are at the other end of this).
He is swamped in orders from all over the world that are coming in faster than he can deal with (he had just finished shipping a seat out to Egypt the day before I arrived for my appointment). He works at warp speed without compromising quality, he makes me tired just watching him work.
My thought is that it is a tough situation getting some attention from him or Kaarin (his admin or secretary). I can only say that it will pay to be as patient as you can, the results are certainly worth it. He places a high priority on customer satisfaction and attempts to deal with re-works (due to trying to define seat needs by phone calls and e-mails) as quickly as possible. This gets in the way of new seat orders and complicates the whole scene.
BTW, he has a lifetime warranty on his seats, no questions asked.
Here's my timeline:
01) On May 26th I filled out the on-line form describing what I wanted and a desire for a ride-in appointment.
02) Later that morning I got this e-mail from Kaarin: "When would you like to come in? We are scheduling rides in about 2 weeks out right now."
03) I replied: "How about Friday, the 10th? I could ride in on the 9th and stay at a local motel. Thursdays and Fridays are best for me since I am out of town on business on Tuesdays and Wednesdays."
04) Kaarin writes back: "What type of seat are we doing?" This was a bit odd since I had described exactly what I wanted in the on-line form. This is a bit of evidence of her "disconnect" issues I believe.
05) I describe again what I need. No response.
06) I reply the next day (5-27) asking for confirmation. No reponse.
07) On the morning of 5-29, I decide to change the title of the e-mail from "RE: Form submission from: Contact" to "Appointment on June 10th?"
08) In about 1/2 hour I get confirmation: "I have you on the calendar for June 10th at 8am."
09) My reply a few minutes later: "Excellent, I'll be there!"
So even under the best of circumstances there was a bit of a back-and-forth to get the appointment squared away.
The rest, as they say, is history.
Dan