I had my seat and the pillion done by Seth last fall. I had to send both back in for tweaks, and am having to send them back for a second tweak. I would say Seth's customer service had been stellar until I called him after the first tweak to verify he modified my wife's seat to accomodate lowered pegs and not mine.
When I had talked to him to have the first adjustments done he was going to trim my seat slighly and then dig out the leg cavities for my wife's seat (we were both having pressure on our legs and I decided to add a peg lowering kit for her at the same time). When I got the seats back the seat cover on mine had been streched a lot by the legs and restapled, but my wife's had been stretched minimially (and evenly) all the way around. I called to verify he adjusted the correct one based on my observations and since I couldn't ride it yet to test it (due to still having snow on the ground) and I was about to head out of town for a couple weeks for work and wanted to send it back if I needed to. Once I finally got him to return my voice mails (couple weeks later) he was very defensive and wanted to talk to me as quickly as possible and get off the phone. He was a bit snappy and had a whole different tone of voice than the usual happy/upbeat Seth I was used to talking to.
There was really no reason to get pissy with me, I understand people make mistakes sometimes. Afterall he's not perfect; my seats sat in the corner of his shop for two weeks when he forgot to send them out. I found that out when I called to see where they were when they hadn't shown up fearing they had been sent to my old address (I moved over the winter) which was a blessing in disguise because I was able update my new address with him. He was super appologetic even though I told him I was not upset at all since it worked out better that way. He even called me to give me the tracking number over the phone! That was the type of service I was getting used to with him.
To be honest what really pissed me off was when I called and told him we both had pressure points under our legs after he first made the seat, I specifically said on a couple of occasions (process took a while with winter/moving and all) I was going to get a peg drop kit for my wife and he said he would hog the seat out more to accomodate. His attitude then was a "sure, I can do that" type attitude. Then when I get the seats back and get the peg drop kit on and my wife was still having a lot of pressure, suddenly Seth reversed his position and it seemed it became my fault because I put the peg kit on; he said I shouldn't be putting a peg drop kit on and that was the worst thing I could have done. What the heck? If that's the case why couldn't he have told me that when I was talking to him before, before I bought the peg kit!? I told him up front that's what I was going to do. I guess my mistake was questioning his work, because once I asked about the which seat was modified for a peg drop the customer service level took a big dive.
Anyway, I discussed the seat issues with him a fair bit on the phone a couple weeks ago and by the end of the phone conversation he was more back to the "how can I serve you" tone instead of the "it's not my fault" tone the conversation seemed to start with. We got a game plan put together and my seats arrived at his shop yesterday. So now I'll just wait and see how things go from here.
I don't want to give him a bad rap at this point because on the whole his customer service has been good. I'd say my recommendation would be neutral at this point and my willingness to recommend him going forward will be largely dependent on how this second round of revisions goes.
If you get a seat from him and need it adjusted, my advise would be to NOT ask to confirm if he did what you requested, but simply describe how it's not working correctly and go from there, lol. He seems to take things a little too personally.
