Exhaust RANT
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Club Member
Joined: Jun 2011
Posts: 1,241
Likes: 16
From: Fort Myers, Fl.
Exhaust RANT
Don't really want to throw a manufacturer under the bus, BUT, I ordered an exhaust system in late October from a small custom builder who has been mentioned here quite a few times. I was told it would take 4 to 5 weeks to get in my hands. Well, now it's just over 6 weeks and I called them today. I was informed that they were at the chromer (which is what I heard from them 3 weeks ago) and they didn't think I could get the pipes before Christmas! I told the nice lady that I really wanted to get the bike finished up and she basically told me "that's the way it is". At that point I told her I would like to cancel the order, and she said "Well, if you want to be that fickle, then I'll just cancel the order" then she hung up on me. Wonderful customer service. I've heard a few others had the same problem with this company, but thought I'd try my luck, to no avail. Anyway, I just ordered a new T Header that should be here next week. Sorry, I'm just a little pi$$ed off right now.
Elite HDF Member
Joined: Jul 2010
Posts: 4,828
Likes: 8
I can possibly understand the delay, customers don't always understand that when third party vendors are involved, you are at their will. If the part was a commonly stocked item, then they should have a setup ready to ship immediately, but if it is custom then fabrication time also will involve the powder coater or chromer, which can drag their feet on the finish work. When this happens, the fab shop has to take the fall for it, and it does indeed suck.
That being said, the lady on the phone had every opportunity to turn a bad situation into a good one with a little decency, helpful attitude, sympathy for your situation, and her problem solving abilities. Maybe she offers free shipping, maybe she offers a discount, maybe she simply offers to stay on the chromer until it gets done in a timely manor, and then expedites the shipping to guarantee Christmas delivery. Whatever the options she had available, she did not take any of them, and reciprocated with attitude and disgust. This is unacceptable. If that had happened at my shop, you and I would be having a conversation where I would apologize to you and make it right, followed by a fairly uncomfortable conversation with the girl who you spoke with discussing wither or not she needs to be working with MY valued customers anymore. The customer is not always right, but the customer is always the customer. They are the ones who keep the lights on and food on the table, and you have GOT to take care of them, even if it means eating a few bucks to correct a situation that may or may not even be within your control.
Sorry it had to happen, but I would call them back and talk to the shop owner, discussing your situation.
That being said, the lady on the phone had every opportunity to turn a bad situation into a good one with a little decency, helpful attitude, sympathy for your situation, and her problem solving abilities. Maybe she offers free shipping, maybe she offers a discount, maybe she simply offers to stay on the chromer until it gets done in a timely manor, and then expedites the shipping to guarantee Christmas delivery. Whatever the options she had available, she did not take any of them, and reciprocated with attitude and disgust. This is unacceptable. If that had happened at my shop, you and I would be having a conversation where I would apologize to you and make it right, followed by a fairly uncomfortable conversation with the girl who you spoke with discussing wither or not she needs to be working with MY valued customers anymore. The customer is not always right, but the customer is always the customer. They are the ones who keep the lights on and food on the table, and you have GOT to take care of them, even if it means eating a few bucks to correct a situation that may or may not even be within your control.
Sorry it had to happen, but I would call them back and talk to the shop owner, discussing your situation.
Road Master
Joined: Sep 2011
Posts: 764
Likes: 1
From: N. Texas
To be told 3 weeks ago they were getting chromed, then told today they were getting chromed is BS. Her response should have been "let me figure out why they've been getting chromed for 3 weeks & I'll call you back". Then it should have been followed thru & the situation SHOULD have gone 1 of many directions but NOT the direction it went w/her attitude. WAAAAAAAY too many companies these days act like it's a privilege for the customer to be buying their product. In this economy, companies should be the ones who feel privileged to have customers. I, for 1, am sick of this type situation happening on a daily basis. Tennessee said it perfect when he said 'the customers not always right but they are always the customer'. I say F that broad & the company she owns. Take your hard earned money elsewhere. To be told 4-5 weeks & then be told 'not before Christmas' which is still 2 more weeks is BS. That's twice as long as what was the agreement. If you can't tell I'm sick of this type of ****!
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Club Member
Joined: Jun 2011
Posts: 1,241
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From: Fort Myers, Fl.
I was told by the "owner" that it would be 4-5 weeks when I ordered the pipe. No problem there. Still no problem at 6+ weeks, but I would have liked to know a little more on the status or at least they were trying to do something about it instead of an independent attitude of "you're going to have to wait." I am as reasonable as anyone and understand more about supply problems when dealing with other vendors than most, but to be treated like a 5 year old wanting his Christmas gift early by someone I have just purchased a 600.00 pipe from is unacceptable to me. To be fair, today she did say the chromer was having problems with their tanks, but last week she said she just didn't get over there to pick the pipes up yet, indicating to me that they were done. The lack of communication and lack of help is what bothers me the most. I've emailed them several times with no response, so I call every monday after the original promise date and got the same answer. I'm sure they make a great product, and I wish it could have worked out, but it didn't.
Last edited by Bagger Jim; Dec 12, 2011 at 07:29 PM.
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Road Warrior
Joined: Jul 2007
Posts: 1,898
Likes: 67
From: Saint Amant, Acadiana
Not fulfilling promises is a sign of not giving a crap about customers, not responding to email is plain rude. I was playing with idea getting RB exhaust, not any more.
Thank you, JC Sporty.
Thank you, JC Sporty.
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Road Warrior
Joined: Jul 2007
Posts: 1,898
Likes: 67
From: Saint Amant, Acadiana
Ha, when my ThunderHeader expires I'l just get a new one. Before obtaining it I did lots of homework. For me, performance is paramount, TH is hard to beat. It's one of best in this regard, very likely the best.