Fellow Members please be weary of "FabSpeed" Motorsports
06-30-2009, 12:30 PM
#16
Nordschleife Master
Thread Starter
Hi Riley and Everyone, I would first like to apologize for the incident and the problem we ran into because this is very uncommon for us. I would like to state the fact that we wanted to give you a refund but with a 15% restock fee due to the pipes being cut and becuase they were too loud which we spoke about. I later found out that you were told to do so by someone else at Fabspeed and I apologize for that, so I explained we could give you a credit toward a set of Dual tips because you did not want a new set of muffler bypass back becuase they were too loud, which was also part of the reason why you wanted to return them. I have your original email that states you watched a video of muffler bypass pipes on a 2009 997.2 and thats what you wanted which does not sound anything like your 2005 997.
So after recieving the pipes and putting them on, you called and emailed us to tell us they dont sound anything like the ones in the video which was the wrong car and you wanted to return them for sound and because they did not fit correctly. I told you we can send you a new set that would go right on but you did not want them.
I would like apologize for what happened and we would still like to offer you the discount toward the tips so you would not lose anything and could see the quality of our products and that our customer service is the best. You filed a disput with you credit card provider so in return we explained to them what happened. So Lets put this behind us and try to work out what you originaly wanted on your car and I will do what I can to work everything out and make you a nice discount.
Thanks,
So after recieving the pipes and putting them on, you called and emailed us to tell us they dont sound anything like the ones in the video which was the wrong car and you wanted to return them for sound and because they did not fit correctly. I told you we can send you a new set that would go right on but you did not want them.
I would like apologize for what happened and we would still like to offer you the discount toward the tips so you would not lose anything and could see the quality of our products and that our customer service is the best. You filed a disput with you credit card provider so in return we explained to them what happened. So Lets put this behind us and try to work out what you originaly wanted on your car and I will do what I can to work everything out and make you a nice discount.
Thanks,
B: i stated clearly in my email that my problem was with fitment but also as a suggestion the sound didnt sound like the video, and that it was louder and you should update the video.. the most i was able to do was force the tips on about half an inch but the tips could not be installed cause the end wasn't in middle of hole to allow this hence (they did not fit).
C: Dual tips: no longer want 500$ dual tips because i bought some OEM ones.
D: Did not want new bypass pipes because i would possibly have the same problem.
E: i no longer want any products from your company, i would like a refund of my $300 and to part ways with the company forever.... again my original total was 300+20 ship, i do not wish for you guys to have to "eat" the cost of shipping because the shipping was correct, but on the pipes they were mis-manufactured and therefore useless...
06-30-2009, 12:32 PM
#17
Hi Riley and Everyone, I would first like to apologize for the incident and the problem we ran into because this is very uncommon for us. I would like to state the fact that we wanted to give you a refund but with a 15% restock fee due to the pipes being cut and becuase they were too loud which we spoke about. I later found out that you were told to do so by someone else at Fabspeed and I apologize for that, so I explained we could give you a credit toward a set of Dual tips because you did not want a new set of muffler bypass back becuase they were too loud, which was also part of the reason why you wanted to return them. I have your original email that states you watched a video of muffler bypass pipes on a 2009 997.2 and thats what you wanted which does not sound anything like your 2005 997.
So after recieving the pipes and putting them on, you called and emailed us to tell us they dont sound anything like the ones in the video which was the wrong car and you wanted to return them for sound and because they did not fit correctly. I told you we can send you a new set that would go right on but you did not want them.
I would like apologize for what happened and we would still like to offer you the discount toward the tips so you would not lose anything and could see the quality of our products and that our customer service is the best. You filed a disput with you credit card provider so in return we explained to them what happened. So Lets put this behind us and try to work out what you originaly wanted on your car and I will do what I can to work everything out and make you a nice discount.
Thanks,
So after recieving the pipes and putting them on, you called and emailed us to tell us they dont sound anything like the ones in the video which was the wrong car and you wanted to return them for sound and because they did not fit correctly. I told you we can send you a new set that would go right on but you did not want them.
I would like apologize for what happened and we would still like to offer you the discount toward the tips so you would not lose anything and could see the quality of our products and that our customer service is the best. You filed a disput with you credit card provider so in return we explained to them what happened. So Lets put this behind us and try to work out what you originaly wanted on your car and I will do what I can to work everything out and make you a nice discount.
Thanks,
J.Seven
06-30-2009, 12:52 PM
#18
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This happens regularly on the renn.Customer is treated like shyte....tries to get problem fixed...is denied any help so he posts on the 997 board about his problem. Lo and behold the company starts up the PR machine and will do anything to get the negative posts off this board...its pretty predictable. Complaints on Rennlist about Porsche suppliers gets attention quick.
06-30-2009, 12:59 PM
#19
Nordschleife Master
Thread Starter
This happens regularly on the renn.Customer is treated like shyte....tries to get problem fixed...is denied any help so he posts on the 997 board about his problem. Lo and behold the company starts up the PR machine and will do anything to get the negative posts off this board...its pretty predictable. Complaints on Rennlist about Porsche suppliers gets attention quick.
E: i no longer want any products from your company, i would like a refund of my $300 and to part ways with the company forever.... again my original total was 300+20 ship, i do not wish for you guys to have to "eat" the cost of shipping because the shipping was correct, but on the pipes they were mis-manufactured and therefore useless...
06-30-2009, 01:25 PM
#20
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^
Only a refund is "acceptable" in my opinion.
Your guy screwed up, and you need to step up and make it completely right. That the customer changed his mind about your product in the process is the risk that was introduced by the installation difficulties. Your guy should have checked that the application was correct before issuing any instruction to cut .... something was clearly wrong and out of the ordinary.
We all make mistakes, the good suppliers fix them.
No excuses.
Only a refund is "acceptable" in my opinion.
Your guy screwed up, and you need to step up and make it completely right. That the customer changed his mind about your product in the process is the risk that was introduced by the installation difficulties. Your guy should have checked that the application was correct before issuing any instruction to cut .... something was clearly wrong and out of the ordinary.
We all make mistakes, the good suppliers fix them.
No excuses.
06-30-2009, 04:36 PM
#21
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Hey Fabspeed guy!
Do the numbers. You are going to lose a lot of sales from this. Many more than the 300 it would take to refund him. Do some training with the guy who "helped" him on the phone and give the guy his money back.
06-30-2009, 05:12 PM
#22
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well, this is what i want... not unreasonable at all, im even letting them keeping the shipping $ because that part of the sale was good.
E: i no longer want any products from your company, i would like a refund of my $300 and to part ways with the company forever.... again my original total was 300+20 ship, i do not wish for you guys to have to "eat" the cost of shipping because the shipping was correct, but on the pipes they were mis-manufactured and therefore useless...
E: i no longer want any products from your company, i would like a refund of my $300 and to part ways with the company forever.... again my original total was 300+20 ship, i do not wish for you guys to have to "eat" the cost of shipping because the shipping was correct, but on the pipes they were mis-manufactured and therefore useless...
Thanks,
__________________
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
06-30-2009, 06:45 PM
#23
^
Only a refund is "acceptable" in my opinion.
Your guy screwed up, and you need to step up and make it completely right. That the customer changed his mind about your product in the process is the risk that was introduced by the installation difficulties. Your guy should have checked that the application was correct before issuing any instruction to cut .... something was clearly wrong and out of the ordinary.
We all make mistakes, the good suppliers fix them.
No excuses.
Only a refund is "acceptable" in my opinion.
Your guy screwed up, and you need to step up and make it completely right. That the customer changed his mind about your product in the process is the risk that was introduced by the installation difficulties. Your guy should have checked that the application was correct before issuing any instruction to cut .... something was clearly wrong and out of the ordinary.
We all make mistakes, the good suppliers fix them.
No excuses.
06-30-2009, 09:48 PM
#24
Nordschleife Master
only a "complete" refund that is, no restock.
if your guy told him to send it back, and then someone changed their mind at your shop, that is not his problem. and it is bush to now offer an exchange only. really
many of us here deal with the public and it can be tough. i have no idea how guys can buy any exhaust system from a computer clip, but i have no idea why people like loud exhausts anyway.
but you're in the business, and it is the business of treating customers well and growing from word-of-mouth. i deal with it all the time. you can make an unhappy/dissatisfied person an ambassador with the right moves. i know you know this too...
if your guy told him to send it back, and then someone changed their mind at your shop, that is not his problem. and it is bush to now offer an exchange only. really
many of us here deal with the public and it can be tough. i have no idea how guys can buy any exhaust system from a computer clip, but i have no idea why people like loud exhausts anyway.
but you're in the business, and it is the business of treating customers well and growing from word-of-mouth. i deal with it all the time. you can make an unhappy/dissatisfied person an ambassador with the right moves. i know you know this too...
^
Only a refund is "acceptable" in my opinion.
Your guy screwed up, and you need to step up and make it completely right. That the customer changed his mind about your product in the process is the risk that was introduced by the installation difficulties. Your guy should have checked that the application was correct before issuing any instruction to cut .... something was clearly wrong and out of the ordinary.
We all make mistakes, the good suppliers fix them.
No excuses.
Only a refund is "acceptable" in my opinion.
Your guy screwed up, and you need to step up and make it completely right. That the customer changed his mind about your product in the process is the risk that was introduced by the installation difficulties. Your guy should have checked that the application was correct before issuing any instruction to cut .... something was clearly wrong and out of the ordinary.
We all make mistakes, the good suppliers fix them.
No excuses.
06-30-2009, 09:50 PM
#25
^
Only a refund is "acceptable" in my opinion.
Your guy screwed up, and you need to step up and make it completely right. That the customer changed his mind about your product in the process is the risk that was introduced by the installation difficulties. Your guy should have checked that the application was correct before issuing any instruction to cut .... something was clearly wrong and out of the ordinary.
We all make mistakes, the good suppliers fix them.
No excuses.
Only a refund is "acceptable" in my opinion.
Your guy screwed up, and you need to step up and make it completely right. That the customer changed his mind about your product in the process is the risk that was introduced by the installation difficulties. Your guy should have checked that the application was correct before issuing any instruction to cut .... something was clearly wrong and out of the ordinary.
We all make mistakes, the good suppliers fix them.
No excuses.
But let me add that in my travels on this board, it seems all too common that someone has had a problem with Fabspeed when dealing with them over the internet or phone. Quite frankly their shipping/packing, follow up and customer service sucks.
Me personally? In 2006 I bought a set of cayenne cat bypass pipes. They showed up with no hardware and no gaskets. Never got any help or resolution. So I don't do business with Fabspeed anymore. They lost another customer, and I spend my hard earned money with businesses like Sharkwerks, that deserve it.
As far as Chase is concerned. My experience with them is exactly the same as the OP. Regardless of how well you explain the situation, give details, etc., they side in favor of the merchant everytime. Take home message, use American Express.
06-30-2009, 10:16 PM
#26
Nordschleife Master
AMEX's agreement is different and they often side with the consumer. that is why when a merchant/service provider says no American Express, i always stop for a moment and decide if i have to have it right there and right then
06-30-2009, 10:29 PM
#27
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Sorry to read this. Not to add too much fuel to the fabspeed fire, but the "yelling" and anger by the person on the phone there may be explained by some tough times they have been going through there lately.
Apparently they recently totalled a client's 997 GT3 RS when filming an exhaust video. Wrapped it around a tree and was forced to buy it from the client.
Also, their "ace in the hole" fabrication guru, Kenny McNeil, who was brought in to finally set up an actual manufacturing facility at fabspeed's new shop, turned out to be a bust. Despite all the fabspeed reps praising him and pumping him up as the next Ross Brawn, he was crap-canned several months ago. Not a peep from the fabspeed crew about him since.
Fabspeed was run out of Joe's house up until about a year ago. To this day, it seems they are still working out the kinks of running an actual shop rather than a hobby.
Just my 2c.
Greg
Apparently they recently totalled a client's 997 GT3 RS when filming an exhaust video. Wrapped it around a tree and was forced to buy it from the client.
Also, their "ace in the hole" fabrication guru, Kenny McNeil, who was brought in to finally set up an actual manufacturing facility at fabspeed's new shop, turned out to be a bust. Despite all the fabspeed reps praising him and pumping him up as the next Ross Brawn, he was crap-canned several months ago. Not a peep from the fabspeed crew about him since.
Fabspeed was run out of Joe's house up until about a year ago. To this day, it seems they are still working out the kinks of running an actual shop rather than a hobby.
Just my 2c.
Greg
06-30-2009, 11:30 PM
#28
Rennlist Member
American Express
Try to use American Express as often as possible. They will take care of you especially if you pass a lot of money through them.
I have a couple retail stores and am also an American Express merchant. I pay more to process AMEX cards but AMEX customers spend more. I take good care of them and have never had a dispute in 6+ years . . . especially my black card customers : )
I have a couple retail stores and am also an American Express merchant. I pay more to process AMEX cards but AMEX customers spend more. I take good care of them and have never had a dispute in 6+ years . . . especially my black card customers : )
07-01-2009, 12:27 AM
#29
Fabspeed must be run by a bunch of knuckleheads! Give the poor guy his 300 bucks back and call it a day. You have damaged your company considerably more that the 300 dollars was worth. I am glad the OP aired his concerns on the forum, and I thank him for his efforts. How else do we know who is credible. Sometimes a "misunderstanding" gets erroneously aired online, and in ever case, the vendor and customer look better for it! Especially if there is a cordial exchange of posts and a handshake at the end.
I agree amex can get you your money back, but I dropped them as a vendor, as has my wife's company. I don't do business with them anymore and have some pretty good reasons that are OT.
Anyway, thanks for letting us know what dealing with this company is like!
I agree amex can get you your money back, but I dropped them as a vendor, as has my wife's company. I don't do business with them anymore and have some pretty good reasons that are OT.
Anyway, thanks for letting us know what dealing with this company is like!
07-01-2009, 12:41 AM
#30
Race Director
Geesh this has gotten horrible!