[oddjob2021]

Originally Posted by leftcoastman

Wow, lots of opinions.

Yeah - Vishnu's customer service may have cracks here and there. People think that Shiv et al don't care about them as customers. Personally I think their problem is the opposite.

He cares too much. He has gone from a small time operation to a wildly successful company. He scaled in some ways, like by outsourcing his help line. But he didn't scale his customer/technical service. He tries to give the same personal / intensive service - which, with many many many more customers means that most will get ignored while a few are coddled.

I've been on both sides. I've had trouble calling/PM'ing/Emailing them. Then on another day, I have Dustin spending two hours with me while I'm on a road course. I'd go out for a few laps, have issues, come back and report the issues and he'd email me a new map. I'd send him logs - he'd tweak the map further. I mean TWO hours with me, adjusting the map to make it perfect.

Then the next week I can't get a callback from their help line.

Vishnu tries to be too good - for their own good.

good post