Customer services of AmericanM and Pypes? Please help

[timintex]

So I finally bit the bullet and ordered some LTs and matching mid pipe. I've always ordered American Muscle, never had any problems. They seemed great with the discount code which I much appreciate and the techs were always very friendly except I guess when something goes wrong?

I would just like everyones opinion on where I stand in this matter or if I'm correct in wanting a little bit more justifcation.

The PYPES LTS + X pipe kid now includes the 1 o2 extender you need. That worried me so I called pypes and AM to ensure it would be in there.

Well this last Friday the parts came in, no o2, so my install date for the next sat had to be cancelled. That's fine. Called AM immediately on Friday and got I dunno, a tech having a bad day.

He was very patronistic and I asked him if he could have it shipped to me asap. He said I can't guarantee that, blah blah, and I said why not I need it installed my mechanic only has certain available dates. I WAS guaranteed by you and pypes themselves it was IN the KIT!

ANd he just took this, again patronistic tone "Oh what do you want me to do go check EVERY box in the warehouse etc etc." "What do you want from me?"

So this morning I called PYPES and got the same type of guy, sir we can ship ground for you as a courtesy since YOURE SAYING the part isnt in there (like hes doing me a favor) but we cannot guarantee itll be there by this Saturday ( my new install date) then I complain that I was guaranteed by the manufacturer and the reseller it would be in there and this is the customer service I get? I then asked to speak to a manager. He said sir I am the manager and I am going to hang up, you're just repeating yourself do you want the part or not?

Am I wrong in feeling they should as a courtesy ship me the dang part atleast 3 day? I mean he wants ME to pay the extra shipping.

This is taken in direct quotes from the Pypes site "Give us a try…..you will not be disappointed!" I mean I ordered these based of reccomendations I just feel like I'm getting semi shafted and being rude to for a mistake I didn't make. I did my background research as a customer and am just anxious to get the 700 dollar kit I ordered put on. Jeez

 

[pypesexhaust]

Timmie, I can tell you that I replayed the entire conversation you had with Brandon yesterday and he was very patient, courteous, knowledgeable and helpful with your situation.

1. He immediately and courteously agreed to send you the missing part without even a confirmation of when or who you bought the product from.
2. He made a special effort to make sure it would go out that same day.
3. He didn't take offense to you telling him that your mechanic was more qualified than him.
4. When you called back and changed the shipping address, we took care of it.
5. When you called back again later in the day Mike confirmed your tracking number and shipping address.

The problem with this situation is that you were under the assumption that we 'guarantee' that we will never make a mistake in packaging our products. Nobody is going to do that. You then also wanted an 'absolute guarantee' that the part would be delivered by a specific date. That missing part normally takes 4 days to get to Texas via UPS which would get you the part the day before your Saturday appointment. Yet, you demanded a 'guarantee'. If you needed a guaranteed date for this part and the 95% UPS delivery schedule is not acceptable, then that's your choice and we simply ask that you pay for the extrordinary means portion of the shipping cost. That's the point where you became disturbed and inconsolable.

I can't vouch for how American Muscle handled their call, but I can vouch for how Pypes handled the call and I would be happy to upload the entire conversation with your permission. Because it will play back very differently than you are explaining it here.

We take a lot of pride in the value of our products and especially our customer service. Our guys are hands on car guys who own and drive the same cars you guys do. They have been in your situations on many occasions and KNOW we bend over backwards compared to our competition. Sometimes customers expectations just exceed our capabilities. We have to draw the line somewhere.

Chris Casperson
President

 

[03 Mustang gT]

 

[djdizzydave]

:Teh-Win:

DAMN! love some recorded lines eh?

 

[Wind-Farmer]

I ordered from a different company, and had the exact same problem. Don't blame AM, they are great. - with the O2 sensors missing that is.

 

[DarkFireGT]

I've had to extend my o2 sensor wires before... just used some automotive wiring I had left over from other projects and it worked just fine.. I went the extra step and shrink wrapped it. But glad you got yours resolved.

 

[racerraj]

Umm Timmie? You there?

Seriously, I'm sure it will all work out and you'll be happy. All people make mistakes here and there, just adjust and move on. Hard to say what really went down, but it seems they jumped on it right away, just didn't give you the guarantee you wanted.

Good Luck, Relax and Enjoy!

 

[timintex]

Well that's crazy, you BEND over for your customers... and you cant ship a part that weighs literally ounces 3 days for a customer who was shorted the part?

I used to work as a DSL level 1 tech, so I know a thing or two about phone level customer service. If you don't think I havent heard it all, IT guys snubbing me for being more experienced or just rude people in general then so be it but.. Your guy saying I am a manager and I am going to hangup is horrible. Please...

I called pypes to verify it would be in there before ordering.. it wasnt.. no problem I just wanted the part. Yeah everything is ok guys my mechanic is cool, it's just I want to install this part not watch it lay on my floor..

And I will never order from or call pypes again, and yes americanmuscle has always been very friendly.. helped me out on rims, rim sizes and everything I was just seeing where I stand as a customer who didnt receive the part I was told would be in there.. not really complaining on them. I got everything from there.. antenna.. parts for my '01.. even when they sent me the wrong side for my slp xpipe and it didnt fit at all I didn't complained just went to a muffler shop.. because hey it's an honest mistake.

I know everyone makes mistakes but most people aren't twats about it. Like I said I did my research as a customer and didn't get my part.. no problem. So I called pypes.. just like the rep told me when I originally called and asked if the o2 was in there, he said "if it isn't, just call us up!".. so you're not doing me a favor by not verifying the part was in there. What do you think I make a living getting 1 o2 sensor at a time from you people? I don't think it's anarchy to request to get the part to me somewhat fast. jeez

 

[timintex]

And when I called back to verify the tracking and address... he got tracking first.. then when I said can I verify the address the "OH MY ... *hold music*" really set it off.. lol

 

[timintex]

I've had to extend my o2 sensor wires before... just used some automotive wiring I had left over from other projects and it worked just fine.. I went the extra step and shrink wrapped it. But glad you got yours resolved.

Thanks for being informative and trying to help me.

My mechanic said he could do it but would just need some good wire. I just really didn't wanna go this route that's why I chose a kit with an extender in there. Not saying it's a bad way it's just my car is still under warranty (extended premium til 2012 or 75k) and I didn't wanna go choppin up wires. Although I know Ill more than likely have to get the headers swapped out as they probally void it haha

 

[05blues]

Just to throw my two cents in there for fun... Timmi sounds like an extremely difficult customer and I'm sure that didn't help the situation but I'm kind of with him on the part about the manager saying "I am the manager and I'm going to hang up".. (if that's what was actually said) That doesn't sound like great customer service at all. Timmi, can you give Pypes permission to post the recording here? That would be GREAT.

 

[94GTCoupe]

delt with AM a couple times,always great customer service

pypes,dont know,never delt with them.

so Timi,can Chris upload the conversation?

that'll clear everything right up.

 

[timintex]

I'm really not a difficult customer. I am however, a cautious one. That's why I called all companies involved to inquire about the o2 sensor now being included etc. It worried me. I've always worked in customer service and now serve as head of IT of a multi location (this location alone doing 150 mil last fiscal) that serves customers directly. Me being the head of my department here, all complaints reach me and I do my best to rectify even if the customer is however you say "difficult".

It is as he said, at a certain point I became disturbed because I find it crazy that a company who left out the part ( I didnt do it ) would get an attitude with me just for asking them to ship a multiple ounce part out 3 day.. I just find it crazy. Especially all the **** I do to please our customers in the name of my company. If I ever threatened to hang up or asked in a patronistic tone "Do you want the part or not?" when all the customer wanted was to get the part we accidentally short changed him in time for his install date when the money differences is mere dollars... I'd probally be out of a job. Especialliy with the high end execs I deal with, in the oil business no doubt.

Even when I was the manager of office depot technology.. we would give people all kinds of deals or discounts or let them return this or that in the name of customer service.. even when they were wrong. Because in manager training, they say its better to make the customer feel happy than lose them for good basically. And you think stores that help you out you have loyalty to. Which is why this is so ridiculous for me.. I didn't short the damn part.. I did everything I could to prevent it, I didn't ask to make sure EVERY box had an o2 sensor in it when I called.. only mine. It was a mere matter of dollars to get it out to me. I just wanted a 4 ounce part to get to me in less than a week.. guaranteed so I could install it on my new reschedule install date. I save for part, buy part and naturally.. I want to install it.

All I want to do is install the 640 dollar damn kit I ordered.. that's it. Not get into a bantering war... its ridiculous.

 

[94GTCoupe]

so,he can post the conversation???

 

[05blues]

Soo.... permission for Pypes to release the recording... or not?

 

[racerraj]

Let it go, no point in posting the recording. No one will agree what should have happened. But remember, the customer did not order the headers with rush shipping when purchased. I would not expect a rush replacement unless I had ordered rush, or if I could prove that I had an important race or such to make. In every transaction a little give and take occurs. The seller also had to put out a little extra, sure, not a big deal, but they did jump on it right away. The buyer doesn't have to be happy with the glitch in the transaction, but the buyer still did not get taken advantage of.

Hopefully the buyer will be happy with the parts, and maybe the AM/Pypes will review the processes they have. Doesn't seem that they should need much adjustment. Perhaps a good last inspection before shipping if it is a recurring problem. Maybe a gift certificate for a future purchase in hopes of regaining a customer? Not required, just a nice juster.

Pypes was cool not to post the recording, and Timmie has stated he is only frustrated about the way things were handled. Can't blame him for that, you look forward to getting new parts up and running. But I still say since he didn't rush order the first purchase, a rush ship wasn't required for the missing part. Would have been nice though, agreed, and would have prevented a showdown.

But now I say let it rest... All will be good. And Timmie, how bout posting a sound track later (of the car)...

 

[AvalancheSVT]

1. its WIRE. wire is wire. you aren't building the space shuttle. just use wire thats remotely similar to the stuff on the car
2. american muscle has a seriously loyal customer base for this exact reason: they handle things quickly. i've been more than impressed everytime i've ordered from them and make a serious effort to spend my money there if they have what i need for reasons exhibited in this thread.

cliff's notes:

customer gets stuff and manufacturer didn't have all of their parts int he box
customer gets mad at the vendor which either drop shipped or shipped it from one of their huge warehouses along with 908890908 orders that day
customer is completely irrational and instead of just being cool and saying "hey man, i get that you guys aren't at fault but could ya help me out here im kind of in a bind?" customer pitches a fit and treats the guy on the end of the phone like he isn't a living breathing person with a soul.
customer rants on stangnet
vendor PWNS customer hard. in the butt. with facts and a smile.



so whats the lesson of the day? the guy on the other end of the phone is a real person, he's having a bad day, he had to go to work this morning even though his kid kept him up all night, and forgot his coffee so he's running on empty but trying his best to do his job because even if he's an Ahole he's not talking trash to customers BECAUSE HE KNOWS HE'S BEING RECORDED.

class, it seems that instead of throwing fits and treating people like they're subhuman we should, oh idunno, actually treat them like they have red blood and breath the same air we do.

you are not God so dont act like the world revolves around you.

/rant

 

[DarkFireGT]

Sorry I thought you had it resolved. Guess I just skimmed.

I would just add in some wire. It's super simple to do. Any primary wire will work. IF for some reason, you need to have warranty work done, they won't notice as long as you shrink wrap the wire.

 

[COBESGT]

I would just add in some wire. It's super simple to do. Any primary wire will work. IF for some reason, you need to have warranty work done, they won't notice as long as you shrink wrap the wire.

bla, bla, bla. Honestly, IMHO, this is what happens when you let somebody else put THIER hands on your car. Too many people want to have all the goodies, but aren't willing to do the work themselves. If I were in this situation, I would of extended the wires myself, just as DarkFireGT had stated. Sometimes you just have to get resourcefull instead of complaining about how you got ripped off. Personally, I know all the little nooks and cranny's of my car, because I've been there and done it. Perhaps a journey down this road would give you a better appreciation for what you're doing to your car.

 

[timintex]

Maksato.. or whatever you name is.. shut the hell up or why don't you come to texas and rant to me. "/rant"

Like I said I've been on the other side.. hello.. former DSL LEVEL 1 for christ sakes service tech for tech support. If you didn't think I got every rude idiot (remember I work IN A COMPLAINT OR PROBLEM DEPARTMENT) didnt call in then you are looney in the head. Piss off. It wasn't too much to ask. Ive been through manager triaining and have 5+ years of manager experience so... yeah.. I know how to do customer service.