shootermcgavin

most companies have folks not trained to be customer facing, for various reasons. if the message is being conveyed well why does it matter? when my amazon order ships/delivers late i don't expect to be able to speak with the logistics mgr directly in charge of the whse that was supposed to ship my order, or the driver who was supposed to deliver.

sechsgang

Fabspeed has always been ACES to deal with for me, and I've dealt with them A LOT. They are local to me so they know if they had something that wasn't perfect, I'd be right there the next day getting it corrected. Fortunately, that's never happened as they've always done a great job. They ALWAYS back their stuff, especially now...so I know you'll get taken care of now that Phil is on it.

Aggie

You ever have a car remote tuned before?

garfunkle

This is not directed at Fabspeed.... but I loath when vendors offer to "make things right" with anything other than quantifying the problem and writing a check. Most of the time it's some crap discount on the next order or a promise similar... How abut earn business by doing the right thing by someone that has already given you their money?

The second is to Fabspeed and all other tuners.... I do understand the concept of the tuners time but there is a way to handle this. For starters, at a minimum take notes via the people that are customer facing and have them find out the info. Collect the questions and publish them with the answers. In the future you have a cheat sheet and a place to point customers to. Easy peasy.

MikeL31

i have their down pipes and mufflers on my 958 S and their super sport exhaust on my 991. i installed it myself and everything fit. i havent had any problems yet on the 2 systems that ive bought.

Guards_Red_991

This... I'm sure most questions can be answered with a FAQ section.

Jerry991

My dealer won't do business with them and I won't either. They jump into one of these threads making it appear that they will make good on their products but then they fail to come through. They promised to replace the exhaust tips I bought from them when they tarnished but when I sent them back all they did was polish them and they tarnished again shortly after I put them on my car.

John@Fabspeed

We would not consider picking up the tab for the modifications since he did not reach out to us first and moved forward trying to modify our pipes with his own intention. If GSKV did reach out to us first we would have been more than helpful with resolving his issue that our bypass pipes were causing. We want to make every customer happy. If there was a legitimate issue that when a third party shop encountered while installing our product that was a fabrication error we would compensate for the additional labor associated for our inconvenience.

Through UPS worldwide express shipping next day is an option to Canada but does not always guarantee on-time delivery due to possible delays in customs or other delays that are out of our control. We shipped in the fastest method available to us.

Our tuner is very busy throughout the day developing tunes, dyno testing and is not always available to handle tuning customer service requests directly. We have our Sales Team and Customer service department readily available to always relay any questions to and from our tuner for our customer needs.


Thanks for the love Sechsgang, we appreciate your business and if you ever need anything in the future don't be afraid to reach out. We like to think of customers like family and want to continue the relationship after every sale.

That is an awesome combo and probably sounds killer. If you need any other parts for your vehicles let me know would love to help out!

We are currently updating a lot of our company documents including our FAQ, Lifetime warranty, and our tune sheet requirements. We want to make everything in our business crystal clear for our customers so the buying process runs smoothly and after sales management is handled professionally.

Jerry991, we are sorry to hear about this incident again. If you could reach back out to us so we can get more details on your situation and look into a resolution. We look forward to speaking with you.

Papa Fittig

Although I would agree that taking an issue directly back with a vendor is the best way possible to resolve an issue, I also appreciate a feedback on experience even if issue had been resolved (it still was an issue, wasn't it). Having a system which allows the feedback and gives a vendor their opportunity to reply helps others to make an opinion on whether or not to give their business to a vendor.

So this thread has been useful.

And I am sorry to say, but IMO, unfortunately, Phil's responses themselves show that they are not 100 transparent. On the shipping I'd be way happier if the answer would've been along the lines of "yes, we decided to ship cheaper carrier because we weren't sure if the money we paid would've helped the ECU to be delivered overnight" or whatever.. On the tuner, I doubt it was impossible to have him helping out supporting customer's tune based on his work schedule availability. Then it is something else. And this is not helping to prove transparency.

Again, to me it is good to know when evaluating whom to give my business to.

Penn4S

Still don't think this type of open trial is useful when evaluating a vendor.
Do your work up front and buy from vendors who have the expertise on the product your spending your $'s on.

Papa Fittig

If you trust it's not useful, just ignore it
And, yes, I completely agree with you on your second statement.

Guards_Red_991

Thanks for the responses. Follow up question based on your statement "we want to make every customer happy"; do you think you did everything in your power to make the OP happy?

paulkromz

OP is like

Penn4S

Been invisible since the 1st post. But I think Guards Red is his legal consul.

VDBGT3

I inferred from these forums and others that most of their exhaust parts were ready to ship. I ordered some side deletes, and couldn't figure out (2) days later why they didn't ship. I called, only to find out that they make them to order. Looking back, I can't even figure out why I thought they were in stock. (that's my mistake - my bad) The Fabspeed team (especially Sean) moved some production stuff around to expedite my order, so that I could have it in time for Smokies. They did not have to do that, and I honestly didn't push for it - they just did it. I can't speak to anyone else's experience, but mine was good. I would use them again for future needs. Welds are 9+ on a 10 scale - and I can speak on this. Its not art, it goes under your car - kinda like the guy who asked why we need a forged carbon diffuser from Capristo on the bottom of our cars... (other thread)