I think the customer service at First Texas is dependant on who, if anyone, is on the other end. For example - I sent First Texas an email trying to locate the proper rain cover for my BH Platinum 3 weeks ago with no response. Last Wednesday I called and asked for BH sales and got Prisma as my sales rep. I asked her about the rain cover and she put the phone down and asked someone else. She comes back on and tells me its the raincov-GB and they have plenty in stock. I order the rain cover and ask about the galvanized sand scoop. No problem, she knew about that, so I ordered it also. I am told its going out fedex and should receive the package in 4 days. Yesterday morning at 8:00 am I have my package. (4 days like she said) I open it up and the sand scoop is what I wanted but the rain cover is wrong. It has 2 holes for knobs on the front...my platinum doesn't have knobs. So I call First Texas back ask for BH sales again and it goes to a recording where I can leave a message. Hmmm, if this is answered by the same people that look at e-mails I won't get a call back, so I hang up and call back after about 10 mins. Bingo- I get a rep right away. I explain the prob and she patches me over to my original rep. I explain to her the problem and I tell her the exact rain cover I need. She apologizes, e-mails me a return label and sends out a new rain cover at no charge (Darn straight). Customer service in this regard is top notch in my opinion. Now I'm not going to say its a bad experience with First Texas, just a little time consuming. I chalk it up to the Platinum being a hybrid model that was available in a small select market and not everyone is going to know all the little nuances of this specialized machine. I have also come to the conclusion that you had better talk to someone live at First Texas or your going down a dead end road. This has in no way deterred me from dealing with them in the future but I know now how to get somewhere with the company.
HH - inch
