Hey buddy!!! Lmao Vtech, my son is playing with one of those.
Cool man, glad they are working with you. Can't wait to see what you got planned for this season. Good luck.

 

well right now I'm in the process of waiting again on customer service to get back to me. I did indeed inspect it upon receiving it like you mentioned but the delivery guy had me sign for it 1st, then when I told him I'm not accepting it he told me to talk to the seller (you). There are way to many cracks in important spots (around headlights) if it was just minor things I would understand but the shape this thing is in is unacceptable, I mean just look at the way it was packed! box is 2x the size of bumper and no bubble wrap, egg-crate etc... c'mon. No I did not test fit it. Why would I test fit something I'm unhappy with? makes no sense?...I think honestly you should remove that video off your website (2 guys twisting bending tossing bumper etc) its very very misleading. When I spoke to you I told you the reasoning why I went with you instead of other companies (shine) is because of the awesome customer service (I've read) you provide, so now the ball is in your court E.D.
.... will update as this goes on.

 

Why would he test fit it?

Your policy cleary states that the warranty is voided after installation. Then he would be stuck with it.

2-3 business days isn't that bad to return a call so props for doing that right. However I can understand the OP frustration in having to wait and repeate himself.

It does look like you guys will work this out and is headed in the right direction.

 

If you guys at ED really want to rectify this you guys should stop the run around and just refund the money back. He has expressed to you guys that he just wants the money back. What is the problem with that? if you really pride yourselves with excellent customer service, do what this specific customer wants which is a refund. I have never heard of any other companies that would put an unsatisfied customer through hoops to just get a refund. Just do the right thing and in the end it would look better on you guys. I know that you can not please everyone but solving problems for customers that are not happy is more rewarding for your company. Thats real customer service.

 

Well I am sorry the delivery guy told you to sign first, that is completely out of my control. Delivery men/women get dinged every time they deliver a damaged package, this is why he told you get in contact with us rather then do his/her job properly by having you sign damaged on the delivery bill. Keep in mind your buying this bumper at the cheapest possible price, if you would have asked me to add more packaging I could have done that for you, bubble wrap is definitely not cheap so we do charge extra for that. Either way, we package everything according to UPS/FedEx guidelines. Granted, there was more box then bumper, but we use what we have. In order to run everything here and keep things organized a universal bumper box is used, since you have an S2000 and not an Escalade there was more room in the box. I understand you bought this bumper for our customer service, but if you did not do what I had asked you to do even before I charged you, which was to inspect the items in front of the carrier, it wouldn't have gone this far. If the delivery bill would have been signed "Damaged", on a part that clearly is, all we would have to do is confirm with the carrier and we'd send out a new bumper to you immediately. As far as quality, the pits and what not, its still a frp piece you can add a little filler and sand it down. Remember this is not a $2000 front bumper, so if you have do $50-$100 worth of filler/labor work on a $200-$300 bumper, its still an amazing deal.

We definitely plan on making sure all of our customers are satisfied 100% of the time. But, in order to do that they also have to follow the instructions we lay out for them. Failure to comply won't result is us ignoring the customer, but a longer wait time on replies. Also, like I said in my reply above, fitment should be the main concern for the buyer. I tell all my customer to do a dry fit of the part, meaning don't modify it, just line it up with the car. Make sure the bumper reaches to the end of the fenders, make sure the headlights sit snug with the bumper, etc etc. That's honestly all I would care about if it was my car. Quality of the kit, as long as its not in two pieces, is not a big deal to me. Then again it's just my opinion.


We do pride ourselves on customer service, but we don't just give money out without a legitimate case review. Not once has anyone said that we do not want to help him. Like I said above this reply.. We definitely plan on making sure all of our customers are satisfied 100% of the time. But, in order to do that they also have to follow the instructions we lay out for them. Failure to comply won't result is us ignoring the customer, but a longer wait time on replies. That is only because we have to investigate the matter further, with the carrier, with our manufacturing facility. We need to determine if the mold is bad, or if the customer received a defective piece, or if the carrier is at fault, all this has to be done in order to ensure that future buyers will not experience similar problems. In order for us to improve we must get to the root of the problem.

 

A customer is supposed to ask for bubble wrap? wow...

** edit I have read your fine print and you do have details on what to do. I just don't think it is that easy to do with delivery guys pressuring someone to sign especially when at first glance the box looks unharmed.

 

are you serious about asking for more bubble wrap? and that its cost's extra? had I known (or you told me) that the box was triple the size of the bumper believe me I would've asked. Correct me if I'm wrong but you are a competitor company? so its obvious you guys are making money? I understand that I bought a cheaper bumper (and now really starting to regret it) but does that mean a company should cut more and more corners because of it? Listen I'm not gonna sit here and put blame on anyone... everyone that knows me on this forum will tell you that I'm a straight up guy, and that ill take my shirt off my back and give it to ya!!! I'm not looking for a hand out or trying to stiff E.D at all, I spoke to customer service fill out the necessary forms you sent took the pics that you requested now I'm waiting for your reply. I'm just asking for E.D to correct this problem that's all...if you strive for 100% customer satisfaction this is your chance to full fill it.

- Tony

 

I agree with you. It's not easy when the box doesn't seem damaged, but I try to explain the buyers rights to them long before the delivery man comes a knockin'..


Well Tony you are a unique case, you don't want us to send you a new bumper which is fine, but you're making some strong judgments based off of one piece. We ship about 300-500 orders a day, they are all packed the way you received your bumper. We send these items to our wholesalers who purchase over $100,000 in parts a month, yet, we rarely get a complain about the packaging. The fitment, yes sometimes, but never the packaging. Either way, you should hear back from our Customer Service department shortly. Thanks for your patience.

 

Extreme dimensions, im an outside person , have no relation to buyer or you as a company. But after looking at the pictures i will admit, it looks like a bad mold was used. Mind you i have experience with this. I worked for almost a decade in a machine shop designing and producing parts for the military. After every 100 castings, we would have to destroy the molds. After time they start to warp, wear out, harder to clean, stick to parts etc etc,.. you as a company should know this. I will admit as a company you are doing a good job of replying and staying on top of this. But as a customer service point, its not too good, judging from the pics theres no damage whatsoever to the box, and even if it is a cheaper part ,to pack it half ass just isnt smart. The video you have online of your product shows pretty much a FLAWLESS bumper being thrown around, twisted, etc etc,.. then installed. I must ask just for the buyer to know. Would you have made your promo video showing a bumper that was in the same condition as he recieved his ??? Im just curious ?? And the big part with this comes in the fact that the original ASM bumper may cost $1600 but its still frp. Which means it only costs about $150 -200 to make and the majority of the price for the product just comes from the name ASM. However this works out , i hope it works out for the best. The buyer does not seem to be trying to stiff you, i think hes just dissatisfied with the product. And i can understand him wanting his $$$ back.

 

I understand the buyer isn't trying to stiff us. I never claimed Tony was, but I took care of this issue personally. Tony should have some new email's from our customer service department waiting in his inbox.