Well, about a month or so ago, i made the voyage to IAS to purchase my motor. I put down my first payment and said i'd be back in about 3 weeks to pick up the engine. The morning of the day i went up there, i talked to randy and he assured me the motor was ready and i could pick it up. So, i made the 3hr trip up there. I got there and he looks at the invoice and tells me that he may have bad news. Apparently the guy had not performed the service on the motor (cleaning, water pump, timing belt, and seals) and was not there. Unfortunately that was one of the only days that i could have a truck. I had spent a good while convincing my friend to borrow his dads truck so we could get my motor. Well, for my wasted time, randy told me that he would have the motor ready on that monday and would personally drive it down to me. I was VERY happy with this customer service. Well when i didnt hear from him by friday, i called 3 times and couldnt seem to get randy at all that day. I called again the next monday and randy said he would talk to larry and see if he could get a driver down this way this week. Well again on thursday after hearing nothing i called. Now Randy says its not looking like he will be able to get the engine down to me anytime soon. I am pretty upset.

Now, don't you think i deserve some kind of break or something for all my driving and effort and broken promises?

Oh, and i already had a time set up for my friends and I to do the swap, because i have to start working the week after next and need a car. Who knows if i'll be able to do it in time now.

what do yall think i should do/ ask for?


Modified by BigZ88 at 11:51 AM 4/26/2003

 

that's REALLY bad customer service. I hate it when companies promise something over and over but are really just talking out of their butt. Call him, tell him how this is effecting you, and tell him that you need a for sure time, or you'll take your business, as well as everyone you come into contact's business away from him.

That just shouldn;t be allowed....tell him you want it x amount of time, and if he fails to do so, you will rent a truck, drive it up to the shop, and bill him for your time, the truck rental, and the cost of food/gas....IMO

 

Did you call before you drove down?

Cause, if you didn't, it's your own fault. I ran into a similar situation. Can't get mad at anyone but yourself.

 

I have to say that that bites. Considering that this mishap is their fault, have you considered trying to get them to cut you a deal on shipping? If you are only 3hrs away, then shipping should be quick and shouldn't be terribly expensive.

 

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by fowler &raquo;</TD></TR><TR><TD CLASS="quote">Did you call before you drove down?

Cause, if you didn't, it's your own fault. I ran into a similar situation. Can't get mad at anyone but yourself.</TD></TR></TABLE>

read the whole post before posting....

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote &raquo;</TD></TR><TR><TD CLASS="quote">The morning of the day i went up there, i talked to randy and he assured me the motor was ready
and i could pick it up</TD></TR></TABLE>

tell them to hook you up...I'd be pissed too

 

my bizzle

 

when i was up there i asked if they could take a bit off the price, but he said the price was as low as he could go. He offered to let me take the motor then, but without all the stuff replaced/fixed. I said i'd rather have someone who really knows their **** do that (basically so i didnt **** anything up...start up warranty and such). Thats when he offered to bring it down to me. I said all that was ok if he brought the engine to me. but now, it isnt looking like he will be able to do that anytime soon. I was thinking about writing an email to larry jr. to see what he could do for me. I mean he has a bit more athority than randy. But everytime i have talked to him he has just kinda said that he would get randy to call me. Nothing ever came of it. Dont know that he knows the entire story tho.

think this would help? Tom, if u read this, u have dealt with them a bit... what are your thoughts?

 

up

 

Get your money back (if he returns it), and give you business to someone else.

 

their giving you the run around. get your refund asap and take your business somewhere else. if that was me I'd be "cracking skulls" by now. hell if they where in california I would've filed a complaint with the bureau of auto repairs. maybe that will wake their asses up and conduct business like the way it should be conducted.

I don't care how long IAS has been around or how good comments IAS has in the past. all it takes is ONE problem to screw it all up.

 

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote &raquo;</TD></TR><TR><TD CLASS="quote">Tom, if u read this, u have dealt with them a bit... what are your thoughts?
</TD></TR></TABLE>

First formal complaint I've ever seen/heard about IAS.

Scratches head...

 

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by Emerika &raquo;</TD></TR><TR><TD CLASS="quote">
That just shouldn;t be allowed....tell him you want it x amount of time, and if he fails to do so, you will rent a truck, drive it up to the shop, and bill him for your time, the truck rental, and the cost of food/gas....IMO</TD></TR></TABLE>

First of all.. I agree that its bad customer service. If he couldnt do as promised... he shouldnt have offered in the first place. If things go bad like in this case.. it just makes them look bad and upset a customer. Its a lose lose situation.
However.. even if its bad service... IAS isnt obligated to give anyone a damn dime. All they are obligated to do is to refund the deposit and thats it. You guys make it seem like IAS OWES YOU something extra... they really dont. You have every right to get your money back and go someplace else. Just because due to unfortunate circumstances not allowing IAS to get you your engine.. doesnt entitle you to anything more. Its not like they're intentionally screwing you just to screw you. As far as "billing" a business for truck rental, food, gas, time.. you must be kidding right. Their not even obligated to sell you anything in the first place.

 

I had no problems with them at all with my swap. I would still recommend them, and like Tom, this is the first time I have heard a formal complaint.

Also scratches head.

 

thats just the thing, I know they are good guys, so i dont want to tarnish their reputation, or completely put them down because i did get a good price, and i know that I will get a good engine. I am just really dissapointed about not getting my engine on the two dates that it was said that i would. I think I will email Larry jr.

 

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by BigZ88 &raquo;</TD></TR><TR><TD CLASS="quote">" i did get a good price, and i know that I will get a good engine. </TD></TR></TABLE>

that just goes to show you cant have your cake and eat it too. I know IAS has a good rep too. If 100 cutomers order and 99 are happy and 1 isnt... its still a great place to buy from. Just too bad you had to be that "1" but its got to go to somebody. law of averages always catch up. Good luck though.....

 

i have had 2 dealings with IAS and both went smoothly. and in this business this happens. you also have to remember when you go into a project like this, **** Happens. im not flaming or disagreeing with anyone. my first motor i ordered was 2 years ago from ARD Performance. WILL NEVER deal with them again. im not going into that it will bring back flashbacks. but you will run into things like this inevitably. thats just my thoughts.

 

we ordered a few motors from them, at the shop i used to work at. i never had any problem w/ them. ususally, they were dropped off within 7 days of the order.


why don't you ask if they can ship you the motor at no cost to you, since it was thier mistake in the first place.

 

Sorry abot the bad luck, Hopefully its just he really cant get someone free to take the motor down. Lets say he give "joe" the day off to drop off the engine 6 hrs total driving. Tthen Joe doesnt get to crate 4 engines that day. Thats 4 pissed off customers. I say call him back and try and work out some shipping or an LSD. Parts will be easier than lost cash.

Just my .02

 

i never thought about that. I know they have an LSD tranny there... hrrmm I'd sure like that. I think im just going to email larry jr, and see what he will do for me. It really is a time issue for me more than anything else. I just really need it by next weekend.

 

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by CRX_VTEC &raquo;</TD></TR><TR><TD CLASS="quote"> If 100 cutomers order and 99 are happy and 1 isnt... its still a great place to buy from. </TD></TR></TABLE>

Everyone makes mistakes and that is natural and expected. But how the company handles the mistake is another thing. The part that bothers me (and is becoming more common) is the general lack of communication during the process. A simple call to let the customer know what is going on or even a return of a call should be expected. It's a $4k used motor, a .10 cent call (10-10-220 y0) and 5 minutes would solve alot of problems.

 

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by BigZ88 &raquo;</TD></TR><TR><TD CLASS="quote">...Oh, and i already had a time set up for my friends and I to do the swap, because i have to start working the week after next and need a car. Who knows if i'll be able to do it in time now.

what do yall think i should do/ ask for?</TD></TR></TABLE>

Tell him you'll be there in 3 hours and the motor better be ready or you're gonna start the building on fire and shoot everyone as they run out the front door. Works every time for me...

 

I must admit it is a rarity for IAS to screw up. I hope this ends on a good note though.

 

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by CRX_VTEC &raquo;</TD></TR><TR><TD CLASS="quote">

that just goes to show you cant have your cake and eat it too. I know IAS has a good rep too. If 100 cutomers order and 99 are happy and 1 isnt... its still a great place to buy from. Just too bad you had to be that "1" but its got to go to somebody. law of averages always catch up. Good luck though.....</TD></TR></TABLE>

...And that`s why you don`t run a business.

that`s bullshit and I`d be really pissed off, there is NO excuse for the lack of ability to perform a scheduled and promised task. I doubt he reserves the option to ask for a refund w/o forfeiting his deposit. I am so frustrated by the recent(and constant) inability for a known business to perform it`s promised duties. What a crock of ****

 

Bullshit! Customer service should be in effect 100% of the time & if you can't stick by your word then it's your resposibility to remedy the situation. Sounds like molotav cocktail time...

 

<TABLE WIDTH="90%" CELLSPACING=0 CELLPADDING=0 ALIGN=CENTER><TR><TD>Quote, originally posted by sinister &raquo;</TD></TR><TR><TD CLASS="quote">

...And that`s why you don`t run a business.

that`s bullshit and I`d be really pissed off, there is NO excuse for the lack of ability to perform a scheduled and promised task. I doubt he reserves the option to ask for a refund w/o forfeiting his deposit. I am so frustrated by the recent(and constant) inability for a known business to perform it`s promised duties. What a crock of **** </TD></TR></TABLE>

If you think you can run a business and keep 100% of your customer base happy 100% of the time, then good luck to you cuz I know it aint going to happen. CS is about compromise. All you ever hear is about customer complaints. How often do you hear of shop X orders part X for "Joe" and once the part comes in "Joe" decides he dont want it anymore? Who gets screwed in that deal? Definetly not "Joe". Its a two way street... if your already getting a good deal on an item you know is going to be A+...then you have two choices. Either wait it out since its such a good deal... or go elsewhere. As far as broken pormises goes.. it boiles down to how much a customer was inconvienced and what COMPROMISE retailer/consumer can agree upon.
And be realistic.... somebody is already getting a good deal. Asking for something like a LSD tranny for "inconvience"?!? ****.. if I could get something obsurd like that... I'd hope everything I ever order for the rest of my life comes late.