lucycan

Let me start by saying I REALLY did not want to write this. I gave Fabspeed the chance to do the right thing and the refused. I want to be CLEAR that I am NOT telling anyone to not buy their products. I'm simply giving you my experience.

I have a 2021 Turbo and don't like the OEM exhaust. I searched for a month or so for a good solution and, having been a previous (happy) Fabspeed customer, figured they would be an excellent choice. I purchased the GT2RS style "exhaust" which is a set of sport cats with a straight pipe. I purchased this in July and was told the lead time was 6-8 weeks. In 6 weeks I reached out and they told me there were delays. Supply and labor delays are not just with Fabspeed, so totally understandable. About 3 weeks later I got an email saying that the exhaust would be completed that day and only had to go thru a quick quality control check and would be shipped out. A week later it was still not finished. A week later still not. A week later still not. Finally, this week, I called them and asked what was up. They finally admitted that the exhaust had NOT EVEN BEEN STARTED yet. After being jerked around for a month (and now nearly 6 weeks past the delivery timeframe) I simply asked for a refund. Much to my surprise I was told NO. Why? Because "the exhaust would be completed very soon" and company policy is no refund. What? So they lied to me for a month and when I called them on it they refuse to offer a refund.

So hence my post here. Now I will take this up with AMEX and BBB to fight for a refund. I will never do business with Fabspeed again.

detansinn

In defense of Fabspeed, there are very real supply chain difficulties right now, especially with steels and other metals. Even hardware can be difficult to come by. A friend of mine has had trouble sourcing lug nuts, yes lug nuts, for his tuning shop.

As a result of the supply chain issues, materials costs are through the roof — and prices are increasing daily. This is a time that requires a lot of patience and appreciation that these are circumstances beyond Fabspeed’s control.

detansinn

…and yes, they could have done a better job communicating this, but I also appreciate that things are changing daily when sourcing the materials. Sales people need to set the expectations appropriately with customers and dial back the hopeful optimism.

lucycan

Thanks detansinn - Yes I admitted there are supply chain issues. I totally get that and that's why I was ok with double the time they quoted. I was patient. However, the fact is they lied to me for over a month saying the exhaust was done when it was not even started. And then to tell me there is no refund after lying to me for a month is outrageous. This is unacceptable and indefensible.

lucycan

So you'd be ok if they told you it was complete and shipping tomorrow then you find out 3 weeks later it had not even been started? I'm in sales and I'd be fired for doing this.

And then told you that you can't get a refund regardless of how long it takes to produce? How long would you wait? A month? A year?

iammacey

This all true. What isn't addressed here is that a company should be upfront and communicative. What they should never do is tell a customer that their product is 24 hours away from completion when manufacturing hasn't started. And they absolutely shouldn't refuse a refund. Even if their policy is no refunds on a shipped product, not providing a refund after telling the customer it's done when it hasn't been started...

I understand and agree that people need to be patient. Companies that can't deliver have to also be flexible with consumers and look at doing what's right. It's a two-way street. They have his money. Ship the goods or provide the refund. Companies, now more than ever, need to control their controllables. And that means being open, transparent, and equally as flexible as they expect consumers to be.

detansinn

Talk to the leadership team so that they know the sales guy was stringing you along. They want to know that stuff and don’t want some sales person fluffing and deflating customer expectations.

As for refund, that’s your call. I fully expect the prices of these systems to jump up with the cost of steel and other metals. Price increases for finished products are on deck. It might make sense to see if you can get a hard commit on a deliver by date at your original agreed upon price. Maybe they can toss in something else for your trouble.

Good luck! 👍

lucycan

Yes I spoke with the customer service supervisor who took over for the sales guy that was lying to me. He was the one that was even worse saying no refund no matter how long it took to produce.

PLENTY of other options on the market for an exhaust. I don't do business with companies that lie to me regardless of how much I want the product!

detansinn

Of course, I wouldn’t be okay with it, but I’d be reaching out to the business owners for an owner-to-owner conversation.

lucycan

Yes, I tried. For weeks. No luck. Asking for a refund was my last recourse.

Captain P

Yea this is ****ty all around. Uncontrollable problems is one thing, but at some point when will Fabspeed take accountability that this is a problem and try to work with customers? OP is not upset about the wait time, it is the lack of communication exasperated with lack of accountability (We messed up being transparent with you and can do a better job, here is your money back). At what point then does this become an issue in which they refund? Months? Years? They've played their hands based on how they handled this and they do not seem reputable.

rk-d

That sucks.

Over the years, I have heard stories about Fabspeed's CS and/or QC that have disqualified them from the list of vendors that I'd use.

Not giving you a refund after jerking you around on the timeline is complete horsesh*t

Hopefully the chargeback works out ok.

BIGWORM

Id be pissed if they lied to me and ALSO held my money hostage. Thats some BS. I will never buy anything from them after learning this crap.

Steve 96C4S

I saw this note recently on a work station at Union Glacier Camp 660 miles from South Pole where I stayed for 8 days... I regularly need to remember this and take it to heart. Also, it's Covid, there's some crazy sh^t going on out there. If I were you ... or if it were me, I'd just keep patiently waiting for it, biting my tongue and enjoy it when it gets here. Even if it takes 2 more months. Stuff be crazy out there right now.... and people will say some nutty things out of fear, guilt, shame and whatever else. Compared to a nuclear war, it's not that bad in the long run, waiting a bit longer for this exhaust to come in.

mksz51

When business owners flat out LIE about expectations on delivery of a service that isn't hopeful optimism - it's a lie and terribly misleading. My best simple example - you go to a restaurant and ask how long the wait is. If the staff say "1 hour" you have the choice and can make a decision - wait or move on. You decide to wait - in an hour you're seated and hopefully have a great experience. On the other hand, if the person lies and says "15 minutes" knowing it'll be an hour you've been given a false expectation and after waiting the hour I don't care how good the food and service are you'll be pissed, likely share the story with friends, and never go back again. Fabspeed should make this right - their stuff isn't cheap and I for one am thankful to the OP for sharing his experience so I know for any future purchases.