Fabspeed: Caveat Emptor
06-14-2017 | 07:32 PM
#16
Banned
Joined: Sep 2003
Posts: 703
Likes: 7
From: Laguna, CA
This may all be factual and correct.
Consider for a moment that you are coming onto a Porsche forum and complaining about a totally different brand of car. While your experience with Fabspeed could be relevant, this is not a Courthouse. The more you keep belaboring the subject, the more it looks like you have an ax to grind.
Consider for a moment that you are coming onto a Porsche forum and complaining about a totally different brand of car. While your experience with Fabspeed could be relevant, this is not a Courthouse. The more you keep belaboring the subject, the more it looks like you have an ax to grind.
06-14-2017 | 07:39 PM
#17
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Joined: Nov 2006
Posts: 4,717
Likes: 56
From: Fort Washington, Pa
Hey Guys,
I'm working very closely with Raj on getting this resolved. Fabspeed did not change it on the website to put blame on the customer, we did it to prevent anything like that from happening again. Unfortunately our change didn't make it to the person handling the customer service issue, who then looked at the site and didn't see the F83 (convertible) mentioned there. Assumptions were made, miscommunication occurred, and bad things happened that should not have. We are not proud of that. We also had a resolution approved and in place that did not make it through to conclusion due to a sales manager no longer with the company. However, it should have been followed up on and brought to a swift and efficient conclusion. Rest assured things are being resolved for Raj as we speak, to which he can confirm. It is a crying shame it had to go this far to get it taken care of properly, and we are putting things in place to get things resolved more efficiently in the future. You deserve better, we will be better.
I'm working very closely with Raj on getting this resolved. Fabspeed did not change it on the website to put blame on the customer, we did it to prevent anything like that from happening again. Unfortunately our change didn't make it to the person handling the customer service issue, who then looked at the site and didn't see the F83 (convertible) mentioned there. Assumptions were made, miscommunication occurred, and bad things happened that should not have. We are not proud of that. We also had a resolution approved and in place that did not make it through to conclusion due to a sales manager no longer with the company. However, it should have been followed up on and brought to a swift and efficient conclusion. Rest assured things are being resolved for Raj as we speak, to which he can confirm. It is a crying shame it had to go this far to get it taken care of properly, and we are putting things in place to get things resolved more efficiently in the future. You deserve better, we will be better.
__________________
Porsche Performance Specialist
John@Fabspeed.com
215-618-9796
Fabspeed Motorsport USA
155 Commerce Drive Fort Washington, PA 19034
www.Fabspeed.com
Porsche Performance Specialist
John@Fabspeed.com
215-618-9796
Fabspeed Motorsport USA
155 Commerce Drive Fort Washington, PA 19034
www.Fabspeed.com
06-15-2017 | 02:44 AM
#19
Racer
Joined: Dec 2009
Posts: 250
Likes: 2
From: PNW
I don't understand why the correct brackets and clamps r not sent out. The 991 has been out for years. Fabspeed make a product that works. But someone needs to manage qc before things r shipped out. This causes Extra Grief and cost if correct parts r not included.
06-15-2017 | 04:05 AM
#21
Drifting
Joined: Oct 2004
Posts: 2,420
Likes: 2
It doesn't matter if the product is sold through manufacturer or a reseller. If it doesn't fit or fails within the warranty period, the manufacturer is liable to refund the customer. That is a warranty. I hope all the situations get addressed. Your reputation depends on satisfied customers.
06-15-2017 | 04:36 AM
#22
Rennlist Member
Joined: Sep 2014
Posts: 450
Likes: 0
From: Huntington Beach, CA
i was looking into modifying my 993 exhaust with 200 cells and an x-pipe. fabspeed was one mfr on my list to consider. after reading these posts, seems i may need to remove them from my consideration list.
06-15-2017 | 07:34 AM
#24
Racer
Joined: Jan 2005
Posts: 346
Likes: 3
From: The Lowcountry
I've bought several fabspeed exhausts for my P cars in the past. Always an amazing product and great service. Never had an issue. Even the best companies can drop a ball here and there, it's how they fix it that counts. I wouldn't hesitate to buy a fabspeed product.
06-15-2017 | 11:00 AM
#25
Drifting
Joined: Aug 2001
Posts: 2,067
Likes: 402
i was looking into modifying my 993 exhaust with 200 cells and an x-pipe.
06-15-2017 | 05:40 PM
#26
4th Gear
Joined: Jan 2015
Posts: 4
Likes: 0
Also, whenever vendors attempt to "set the record straight" by giving us what they purport to be "the facts," it feels like I'm being big-timed by a system that, by default, trusts one person's word over another. Despite someone's title and/or affiliation, there's always an incentive to provide "alternate facts."
Hope this gets resolved. Seems like, after a number of decades of success, Fabspeed is going through what I hope are only growing pains.
06-15-2017 | 07:31 PM
#27
Burning Brakes
Joined: Jan 2012
Posts: 826
Likes: 535
From: North Carolina, USA
I can assure you neither is the case. Also, personally I don't have time to play that kind of game. Rodolfo and I have been working to a solution for his issue, and we have both agreed that perhaps he jumped the gun a bit in publicly displaying the customer service issue as we were still very much in progress in working things out for him.
As for sraj...i'm completely uninvolved in that situation. Here are the facts that I can provide based on what I have reviewed this morning.
This was a BMW product sold to a BMW owner (hence my uninvolvement as our Porsche specialist), and it was done so through an online reseller of our products and not through us directly.
Unbeknownst to anyone in the industry at the time, the F83 convertible has more bracing interfering with our design in particular. We provided a full refund of the product to that reseller to pass along to this customer which was accomplished.
We clearly state in our terms and conditions under "warranty information" that "Fabspeed is not responsible for any costs (including parts, labor, shipping required for service and miscellaneous) incurred by the customer for Warranty service." This was not acceptable to the customer for us to follow our terms and conditions, and here we are.
Overall, not the kind of situation I like to hear and sorry I can't be of more help to lend any more information or light to situation. Feel free to give me a call on my direct line or my personal cell if you would like to discuss it in more depth.
As for sraj...i'm completely uninvolved in that situation. Here are the facts that I can provide based on what I have reviewed this morning.
This was a BMW product sold to a BMW owner (hence my uninvolvement as our Porsche specialist), and it was done so through an online reseller of our products and not through us directly.
Unbeknownst to anyone in the industry at the time, the F83 convertible has more bracing interfering with our design in particular. We provided a full refund of the product to that reseller to pass along to this customer which was accomplished.
We clearly state in our terms and conditions under "warranty information" that "Fabspeed is not responsible for any costs (including parts, labor, shipping required for service and miscellaneous) incurred by the customer for Warranty service." This was not acceptable to the customer for us to follow our terms and conditions, and here we are.
Overall, not the kind of situation I like to hear and sorry I can't be of more help to lend any more information or light to situation. Feel free to give me a call on my direct line or my personal cell if you would like to discuss it in more depth.
Fabspeed wrongly posted that the product was compatible with M3 / M4; which for the M4 it clearly wasn't. SRAJ had to escalate for months, just to be getting the run around; By the time all the negative reviews have had their commercial impact, you guys will have lost a lot more money, than if your management had taken the highroad: acknowledge the mistake, and re-imburse the customer for YOUR (Fabspeed) mistake.... You can't falsely advertise and then say that 'we are not responsible, per our terms & conditions'.
Glad it got resolved, but it should not have to take months and months, and ultimately negative press to get to a resolution.... it clearly shows the disrespect for the customer and that the only way that Fabspeed will make it right, is if there are large negative consequences....
Not impressed.
06-15-2017 | 10:59 PM
#28
Banned
Joined: Sep 2003
Posts: 703
Likes: 7
From: Laguna, CA
You can't be serious with: "We clearly state in our terms and conditions under "warranty information" that "Fabspeed is not responsible for any costs (including parts, labor, shipping required for service and miscellaneous) incurred by the customer for Warranty service."
Fabspeed wrongly posted that the product was compatible with M3 / M4; which for the M4 it clearly wasn't. SRAJ had to escalate for months, just to be getting the run around; By the time all the negative reviews have had their commercial impact, you guys will have lost a lot more money, than if your management had taken the highroad: acknowledge the mistake, and re-imburse the customer for YOUR (Fabspeed) mistake.... You can't falsely advertise and then say that 'we are not responsible, per our terms & conditions'.
Glad it got resolved, but it should not have to take months and months, and ultimately negative press to get to a resolution.... it clearly shows the disrespect for the customer and that the only way that Fabspeed will make it right, is if there are large negative consequences....
Not impressed.
Fabspeed wrongly posted that the product was compatible with M3 / M4; which for the M4 it clearly wasn't. SRAJ had to escalate for months, just to be getting the run around; By the time all the negative reviews have had their commercial impact, you guys will have lost a lot more money, than if your management had taken the highroad: acknowledge the mistake, and re-imburse the customer for YOUR (Fabspeed) mistake.... You can't falsely advertise and then say that 'we are not responsible, per our terms & conditions'.
Glad it got resolved, but it should not have to take months and months, and ultimately negative press to get to a resolution.... it clearly shows the disrespect for the customer and that the only way that Fabspeed will make it right, is if there are large negative consequences....
Not impressed.
How do you claim a warranty issue on a product that doesn't fit in the first place? That supersedes any warranty aspects as you can't make a warranty claim on a product that doesn't ever get on your car.
Sad.
06-15-2017 | 11:04 PM
#29
Banned
Joined: Jan 2016
Posts: 4,389
Likes: 42
From: Where aspirations are natural
How come the third party that actually sold the exhaust isn't being called out? If they said it would fit them this should include them. Ultimately they bought it from a 3rd party which should own this problem also.
who is the seller?
who is the seller?
06-15-2017 | 11:53 PM
#30
Advanced
Joined: May 2017
Posts: 74
Likes: 75
I can confirm that I have been made whole as of today...nine months later. It is quite apparent to me that as soon as he found out about the problem, Fabspeed John worked assiduously to make this happen, all within a few days (while others within the company tried to do this for months, without success). And this is for a BMW guy, new to this forum...you Porsche folks are apparently in very good hands! John seems to have pull within his company, and I am pretty confident that he interested in (and capable of) taking care of issues that his customers might confront.
As far as Fabspeed, I am happy that they finally stepped up, but a little confused about the delays and misdirections. I would have been their loyal advocate if they had handled it properly at the beginning. However, I like to think that I am an optimist at heart, so perhaps this is a sign of a new direction within the company. If that is the case, and Fabspeed displays a renewed commitment to excellence in actions as well as words, I might consider using them in the future.
By the way, as much as I love my M4, I will likely replace it with a 911 in the next couple of years. The 911 is an aspirational vehicle for me, as for so many others.
As the issue is now resolved, I have asked the moderators to close this thread.
As far as Fabspeed, I am happy that they finally stepped up, but a little confused about the delays and misdirections. I would have been their loyal advocate if they had handled it properly at the beginning. However, I like to think that I am an optimist at heart, so perhaps this is a sign of a new direction within the company. If that is the case, and Fabspeed displays a renewed commitment to excellence in actions as well as words, I might consider using them in the future.
By the way, as much as I love my M4, I will likely replace it with a 911 in the next couple of years. The 911 is an aspirational vehicle for me, as for so many others.
As the issue is now resolved, I have asked the moderators to close this thread.
Last edited by sraj; 06-16-2017 at 12:43 AM.