I would caution anyone about buying Samsons! I ordered my pipes, straight from Samson, over the phone, on 2 April 2012. I was told by Jennifer that my pipes would be there between 21 April & 27 April 2012. I called on 21 April to check to make sure all was ok & that my pipes had been sent. I was told by Jennifer that they had not been sent & had not even made it to the powder coater yet! WTH? Three weeks & the pipes had just been laying around? I then spoke with Jessica. Jessica blamed the trouble on the shipping folks, but she assured me that the pipes would go directly to the powder coater the next day with a RUSH JOB! I don't know about California, but in Ohio, rush means rush, not when we get to it.
I called back on the 27th, no word from the powder coater, but Jessica said she would call them & call me back that SAME DAY & let me know something. No phone call!!!
I called back on the 30th, since no one had the time to call me, and spoke with Jessica again. Jessica told me that she couldn't make the powder coater do anything & that she was doing all that she could, but said my pipes shoeld be to me in less than two weeks.
I called back on 4 May & spoke to Jennifer again. She put me through to some other lady, not Jessica, who seemed to be sitting next to Jessica because she was talking to her about my order. This lady assured me, promised I would at least get a call back from Jessica that same day before they closed & tell me what is going on with my pipes. Guess what? NO PHONE CALL!!
I do not know who the powder coater is, but I do know it does NOT take 4+ weeks to powder coat a set of pipes! Hell, I could have ridden to LA, picked up the pipes myself, riden back to Ohio, had them poder coated here & installed in less time.
is there anyone, ANYONE at Samson that cares about customer service? Is there ANYONE working??
If I do not have the pipes by 23 May 2012, I am CANCELLING my order! Period!! I have wanted these pipes for 7 freaking years & now I have to wait for someone at Samson to actually get up & work?

 

I am sorry to hear about the issues with your pipes. The pipes are actually ceramic coated and we are at their mercy when it comes to timing since this is an outside process. If it was as simple as powder coat they would have been done already since powder coating is a very simple process. Ceramic coating is a much more complex process and since we do not do it ourselves we have to wait for it to be done too. We will ship your pipes as soon as we get them in the door, actually the same day. We do try our best to get everything to everyone as quickly as possible and do try to help everyone the best we can. We do care a great deal about customer service and feel it is our lifeblood to be the best at customer service. We always try our best to get our suppliers to do their best at getting product back to us so we can fill everyone's orders as soon as possible. When you get your pipes I am sure you will be very pleased with them.

Sincerely,
JR

 

JR - I hope so too!! I will be calling on Monday afternoon to check progress since no one followed through with their promis to call me on Friday. I have been told that the piipes have been out since around the 21st of April. I cannot believe that it would take 3+ weeks to get a set of pipes taken care of, especially when I was ASSURED that they were on top priority. Either way, you all have until the 23rd of this month (May) to have them sitting at my house, otherwise, I want my money back & I will take my business elsewhere. I was also going to buy a ThunderMax next year, but, if i cannot 1) get my pipes in a timely manner, 2) get any customer service, and 3) not be offered anything at all to make up for the trouble.....I will not be buying a ThunderMax.
BTW, I would LOVE to see the emails that Jennifer & Jessica claimed to have sent to the ceraminc coater starting on the 21st of April!

 

Just an update, I got a call from Samson today. Pipes would ship by Tuesday, so we will see....