From what I can gather in this thread, G35lay was informed upon placing his order that Intense could not guaranteed arrival of the parts by a certain date and gave a 'rough' estimate of when it should probably arrive given previous special orders similar to the one at hand.

I don't see in anyway how this is Intense's fault at all. They are at teh mercy of teh JDM company and have to bearing upon when the parts infact will arrive. All they can do is estimate, and it seems that g35lay is mad because, allthough warned that it could take much longer, this estimated time came and went without the parts arriving.

To me, it's almost as if with special orders parts like in this instance, these arguements and 'late parts' issues are inevitable, and anyone that wishes to place such an order needs to understand what they are getting into. It's not a matter of poor customer service or negligence on the part of Intense; it's simply a fact of how this market works and the compromises people buying such parts have to make.

 

msd3075, see this is where you are wrong, i understood all that, thats why i wasn't mad 3 months into it. it wasn't until hon assured me, i've said this so many times, that it would definitely be in on sept 30. i talked to hon first week of sept when he gave me this definite date. IM please ask hon why he would give this statement to me knowing he could not live up to it.

to me assuring the customer something and not being able to fulfill it the company's fault. i did not ask him to give me a bs date. if he didn't really know, then say so. i would have fully understood.

does anyone get my point. for the last time this is not about the wait time, it's about people telling me time after time, " it'll be here in a week" and then someone giving a promised date and not fulfilling it. that's the bottom line...

 

I get where you're coming from, ... but 'maybe' they believed they were getting your order? No One has the "time" to wait, ... but this is the nature of the beast when we order special built/made parts from overseas, .... trust me, you are preaching to the choir.
It guess it sucks either way for you, ... BUT, I at least feel that when you are dealing with a company such as IM, you should be able to get your money back and not get fcked out of it completely.

 

I think what we have here is a classic case poor communication by IM. Lets review, order entered on 6/7 and quoted a 6 - 8 week delivery, IM says that this type "special" order normally takes 90 days (12 weeks), well we are now almost at 16 weeks and no parts yet. Where were the mistakes made ??

1. Don't tell the customer its going to be here "anyday" if you really don't know. Multiple "anyday" or "soon" replies just causes doubt in the customers mind about your company and the manufacturer. Call Japan and get a firm date and relay this to the customer, and then it’s his decision to go forward or not. Since IM has a history of ordering "special" parts, they should know what a realistic delivery time is.

2. I would have offered a "discount on future order" or something for the delay. Let the customer know you are in this with them and are willing to reward them for their patients and understanding of a situation starting to go bad.

3. DO NOT air your "side” of the story on a public forum until you have exhausted all possibilities of pleasing the customer. IM should have had the owner call the customer as soon as they heard there was negative press on this forum and explained the situation. It would have been better to have the customer post a "positive resolution" response than IM.

I am sure that IM is a reputable company and has many satisfied customers. People get busy, new employees need training, phone orders need to be taken, etc, etc, and good communications slip through the cracks every now and then. At the end of the day, it’s the customer that makes the cash register ring and a company has to be delivering 100% satisfaction to maintain high marks ......... especially when you’re in a business that has exposure to the internet.

Moral of the story:
IM should have been proactive when delivery promises were slipping and picked up the phone to keep the customer informed ............

 

Comon, is name calling really necessary in this thread?

Here is a little bit more details about my experience (again, not with Intense Motorsport). When I purchased a spoiler from a certain company that will remain nameless, the product was in stock and was held in port until a greater order was placed for oversea shipping. I was not made aware of that and intstead, I was told that the order was placed and it would be here in two weeks or one week depending of the mood of the customer service guy that day. They had me hanging like this for 3 month. You see, if they would've just told me that, I would've been ok with it, but instead, they kept lying week after week because they were afraid to loose a sale. Well, they lost it and not due to the wait, but due to the lying.

Now, I don't know what happenned exactly between g35lay and Intense Motorsport, and I don't care. All I know is that he feels like he was lied too and that is good enough for me to raise a red flag in my head that say "stay away". You know the saying, "Fooled once, shame on them; Fooled twice, shame on me".

 

I don't think a lot of you guy's are understanding Lay's part of the story.

After everyone saying a million times that Parts from Japan can take forever, that's not the point.

The point is that IM Motorsports promised Lay an ETA...they didn't say "Oh well, parts from Japan can take forever". They PROMISED him an ETA, and then when he called Hon kept promising him it would come soon. Hon even promised him a particular day he would recieve it by "The 30th". Hon did not say "Oh well, there's no exact time". Hon promised him an exact time "The 30th". And yes Estimated time of arrival, but Estimated time means it should be within a few days...not a few months.

Hon gave this guy a huge run around, he was not up front with him. IM did the same thing to me, I know from personal experience.

The bottom line is they promised a particular time, and did not deliver. They were not clear on how much time it could really take...that's what must be understood. But like Lay said, we're just the little guys, who cares about us?

 

I can't even stand to read INTENSEPOWER's pricky responces-- I can't get past

Hello,