No more Wilbers shocks from Wilber Usa
05-22-2007, 07:50 AM
#1
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Location: Kempner, TX
Posts: 4,402
No more Wilbers shocks from Wilber Usa
No longer sells or supplies Wilber shocks. I asked for a quote the other day and received a very courteous reply explaining the situation that has led them to no longer sell this product.
This is the reply I got. And below that the letter Wilbers USA wrote telling their side of the story.
Wilbers USA April 16, 2007
Ref.: Wilbers line of products, manufactured in Germany
Dear Customer:
I am sorry to say that as of 4-16-07 we will not be offering the Wilbers products out of Germany.
Orders for Wilbers shocks or springs out of Germany, that have been placed with us after March 1 – 07 up to April 13 - 07, can not be delivered, because the manufacturer decided not to ship our orders, despite acknowledging them in writing.
What has happened???
I decided some time ago to expand my business by adding a line of high quality, but more economically priced twin-shocks for the vintage market, the YSS product.
Please understand that I started marketing the Wilbers products back in 2001 without an exclusive contract from the manufacturer, and still do not have one today.
Mr. Wilbers came to know about my interest in the YSS products a few weeks ago, and as a reprimand, told me that I am not part of their “preferred” vendor group any longer. As such, the delivery commitment of 14 working days would not apply to Wilbers USA any longer. I would have to wait for the product to be delivered when they are ready to ship it. I swallowed, waited, and told my customers that there is a delivery crunch due to high order volume in Germany, hoping that Germany would ship the pending orders a bit later.
Asking for the delivery time again after about 10 days, I was told that as long as I would invest money with a competitor, I would not be supplied outstanding orders. I asked him to discuss the issue so we could arrive at a solution that would be satisfactory to both of us. He declined, demanding that I would state and commit in writing to be an exclusive Wilbers supplier, not carrying any competitive product, without offering me an exclusive contract. I declined respectfully and again expressed my interest in continuing with Wilbers, but the need to discuss the issue.
I suggested to continue the supply of product to the US market and not to “penalize” the customer base because of our differences. I offered to turn the business over to a successor if we would not arrive at an agreeable solution, but to continue serving the market until that point of time. Mr. Wilbers strongly declined, telling me that I would not understand the seriousness of the situation and told me that my orders – all of which had been confirmed – would not be shipped to us.
I am sorry that it came to this, but my business ethics do not allow me to continue dealing with a person or business under those threats. Disagreements happen every day, and can be resolved by discussing them, but they should not be carried out on the back of the people we both need most – our customers.
I have contacted another supplier of High Quality shocks in the Netherlands – HYPERPRO, explained the situation and asked if they would work with me. I am glad to say that they agreed, and as of today April 17, I am proud to offer the HYPERPRO line of shock absorbers.
All current orders will be contacted over the next few days, informed of the situation, and asked whether they want to accept the Hyperpro product, or cancel the order and receive a refund of their down-payment.
We continue doing business under the registered name of Wilbers USA. We continue serving the Wilbers products we sold in the past with warranty claims, regular service, modifications etc. We will honor the 5 year warranty extended to you at time of purchase to the fullest.
I know it will be difficult in the next few months promoting a new product, and basically starting from scratch, but I am committed to do so. Please contact us with your suspension questions and needs, and say hello when you see us at the next rally, show or meeting.
It is a long explanation, but I felt you needed to get the full story to understand the situation.
Thank you for your time in reading this letter. I am looking forward doing business with you in the future.
Sincerely
Klaus Huenecke
This is the reply I got. And below that the letter Wilbers USA wrote telling their side of the story.
Hi Erik,
I apologize for answering your request for a quote in this way, but
we have a situation here which I was hoping would be resolved for the better
of all of us. Instead I have to inform you that we are not in a position to
offer Wilbers products any longer.
Please see attached letter to understand the situation better.
The new product from Hyperpro is available to you.
It has the same features where rebound damping, high and low speed
compression damping, ride height adjuster and remote pre-load adjuster. The
shocks come as either emulsion shock, with hose mounted reservoir or with
fixed or swivable piggy back reservoir. The shock is called the " 3 D "
model.
Yes, we can supply you with a custom shock for the Superhawk, please see
detailed quote below.
Our web site with the new product will be up shortly.
The Hyperpro shock has some advantages over the Wilebrs and other products
on the marketplace today.
It has a 16 mm shaft which is not only sturdier, but also displaces more oil
in the compression stroke so that you can regulate the compression and
rebound damping better.
I apologize for answering your request for a quote in this way, but
we have a situation here which I was hoping would be resolved for the better
of all of us. Instead I have to inform you that we are not in a position to
offer Wilbers products any longer.
Please see attached letter to understand the situation better.
The new product from Hyperpro is available to you.
It has the same features where rebound damping, high and low speed
compression damping, ride height adjuster and remote pre-load adjuster. The
shocks come as either emulsion shock, with hose mounted reservoir or with
fixed or swivable piggy back reservoir. The shock is called the " 3 D "
model.
Yes, we can supply you with a custom shock for the Superhawk, please see
detailed quote below.
Our web site with the new product will be up shortly.
The Hyperpro shock has some advantages over the Wilebrs and other products
on the marketplace today.
It has a 16 mm shaft which is not only sturdier, but also displaces more oil
in the compression stroke so that you can regulate the compression and
rebound damping better.
Ref.: Wilbers line of products, manufactured in Germany
Dear Customer:
I am sorry to say that as of 4-16-07 we will not be offering the Wilbers products out of Germany.
Orders for Wilbers shocks or springs out of Germany, that have been placed with us after March 1 – 07 up to April 13 - 07, can not be delivered, because the manufacturer decided not to ship our orders, despite acknowledging them in writing.
What has happened???
I decided some time ago to expand my business by adding a line of high quality, but more economically priced twin-shocks for the vintage market, the YSS product.
Please understand that I started marketing the Wilbers products back in 2001 without an exclusive contract from the manufacturer, and still do not have one today.
Mr. Wilbers came to know about my interest in the YSS products a few weeks ago, and as a reprimand, told me that I am not part of their “preferred” vendor group any longer. As such, the delivery commitment of 14 working days would not apply to Wilbers USA any longer. I would have to wait for the product to be delivered when they are ready to ship it. I swallowed, waited, and told my customers that there is a delivery crunch due to high order volume in Germany, hoping that Germany would ship the pending orders a bit later.
Asking for the delivery time again after about 10 days, I was told that as long as I would invest money with a competitor, I would not be supplied outstanding orders. I asked him to discuss the issue so we could arrive at a solution that would be satisfactory to both of us. He declined, demanding that I would state and commit in writing to be an exclusive Wilbers supplier, not carrying any competitive product, without offering me an exclusive contract. I declined respectfully and again expressed my interest in continuing with Wilbers, but the need to discuss the issue.
I suggested to continue the supply of product to the US market and not to “penalize” the customer base because of our differences. I offered to turn the business over to a successor if we would not arrive at an agreeable solution, but to continue serving the market until that point of time. Mr. Wilbers strongly declined, telling me that I would not understand the seriousness of the situation and told me that my orders – all of which had been confirmed – would not be shipped to us.
I am sorry that it came to this, but my business ethics do not allow me to continue dealing with a person or business under those threats. Disagreements happen every day, and can be resolved by discussing them, but they should not be carried out on the back of the people we both need most – our customers.
I have contacted another supplier of High Quality shocks in the Netherlands – HYPERPRO, explained the situation and asked if they would work with me. I am glad to say that they agreed, and as of today April 17, I am proud to offer the HYPERPRO line of shock absorbers.
All current orders will be contacted over the next few days, informed of the situation, and asked whether they want to accept the Hyperpro product, or cancel the order and receive a refund of their down-payment.
We continue doing business under the registered name of Wilbers USA. We continue serving the Wilbers products we sold in the past with warranty claims, regular service, modifications etc. We will honor the 5 year warranty extended to you at time of purchase to the fullest.
I know it will be difficult in the next few months promoting a new product, and basically starting from scratch, but I am committed to do so. Please contact us with your suspension questions and needs, and say hello when you see us at the next rally, show or meeting.
It is a long explanation, but I felt you needed to get the full story to understand the situation.
Thank you for your time in reading this letter. I am looking forward doing business with you in the future.
Sincerely
Klaus Huenecke
05-22-2007, 07:59 AM
#2
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MotoGP
Join Date: Dec 2004
Location: South Texas
Posts: 2,553
Yeah, I heard about this a couple of months ago. I was hoping that they had mended fences since I would occasionally check the site and saw no official word. No doubts now I guess. What a shame.
But it's Klaus's work ethic/customer service that really sold me on my wilbers and his ongoing committment to continue serving his wilbers customers is first rate. So I'd expect no lesser service/product with the hyperpro line.
But it's Klaus's work ethic/customer service that really sold me on my wilbers and his ongoing committment to continue serving his wilbers customers is first rate. So I'd expect no lesser service/product with the hyperpro line.
05-23-2007, 04:40 PM
#4
Senior Member
Superstock
Superstock
Join Date: Apr 2007
Posts: 293
No kidding. Good to see someone with a backbone, who goes to bat for their customer. Klaus knows the meaning of "Customer Service"; a concept that I feel has fallen by the wayside in recent years. Good on you Klaus!
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