Customer Service - FAIL (Rant)

[ArmySpeed6]

I just really got to express my displeasure to how there were no resolution or more effort made to resolve an issue that had originated from EdgeAutosport.

In a matter of a month I have spent close to $5000 with your company where personally I believe warranted some sort of better treatment, after all, I $5000 is a lot of money. Then again, any customer should be treated like gold and their satisfaction should be your top priority, ESPECIALLY when an issue originated from you.

Problem...bought your HTP 3.5" Intake System + 51R battery as shown on the link
http://www.edgeautosport.com/htp-3-5...combo-kit-ms6/
It clearly states for a Mazdaspeed6, but the 51R Battery tray received was for a a Mazdaspeed3.

Called your company a few days after finding out that it was for the model of speed, I was then advised that I would have to cover the return shipment, which was then reversed having you guys cover it.

I waited nearly a week for that return label from you guys to only wait nearly that long to get any sort of update of whether or not the returned tray was received, actually I had to call for an update.(9/16/13)

Today(9/25/14) I have yet to received the right tray which resulted me in contacting you again, to my surprise, turns out that the bracket was missing which I can no longer locate. I admit that this is my fault for misplacing it? But the whole "well, we're not sending anything out in replacement until everything is here" and making me wait a week and a half again for any kind of updates to only find out this news is disheartening, especially for a well known company as edge.

I get it, a complete product for a complete product exchange, but would've been awesome to feel like an actual valued customer, to know that Edge went above and beyond to help me with this issue so that I don't have to deal with an issue that originated from you(Edge).

Regardless whether I spent $1-$10000, a customer should feel happy and feel that the retailer is out to provide the best of experience which guarantees a repeat customer, which I was at one point, now? Not sure...

Now, I can't find those brackets, must've misplaced them during my BT build...stuck with a ghetto rigged 51R Battery with the stock battery tray being all cut up to fit the battery, and the stock battery bracket bent to shit to secure the battery. Oh and those ratcheting tie down ties to help secure the battery some more.

Just wish that retailers really adopt the whole mindset that each customer IS the priority, especially when it's just a battery tray. I get it if I spent money only on the tray and not $4000+ on anything else, I get you'd be holding out on me but I did spend more than just for the tray.

End Rant...

[motherfnmonsta]

This is odd, I have never had any issues with them, but I am sorry you did @EdgeAutosport.com

[ArmySpeed6]

Originally Posted by motherfnmonsta This is odd, I have never had any issues with them, but I am sorry you did @EdgeAutosport.com

Me too man, my experience with them has been great that's why I'm a repeat customer, but I guess you really don't know a person until something happens, let alone a store. Customer care's been great but that's for the clean transaction, but I guess need to fine tune their damage control.

[ArmySpeed6]

Would also like to add that I wrote this to voice out my opinion on a public setting, and not call for a boycott nor black balling Edge, like how some other members would do if they were displeased...just hope that a better resolution can be made rather than you're on your own per say

[rfinkle2]

Originally Posted by ArmySpeed6 Would also like to add that I wrote this to voice out my opinion on a public setting, and not call for a boycott nor black balling Edge, like how some other members would do if they were displeased...just hope that a better resolution can be made rather than you're on your own per say

Since you have joined only a vendor willing to risk injury or large monetary losses to a customer's car were ever blackballed... or called for to be blackballed.

I hate having to call vendors too...

My opinion on the entire "call" the vendor thing... If a vendor has the convenience of accepting payment for profit over the internet, than communication should be available through the internet.

@ the risk of going too far, how would the vendors feel if they had to call us and thank us when we made a purchase?

I am not big on talking on the phone, so I am biased on the whole "call them" debate I guess.

[anavrinIV]

My only problem with Edge customer service has been slow-ish communication, other than that any issues I've had have been resolved. I got an intercooler that showed up with both end tanks damaged (Thanks UPS) and was able to discuss my options with edge over the phone and get everything sorted pretty quickly. Getting the refund took a while but everything worked out great in the end.

I've had @JP@edgeautosport.com; call me twice when something has been on backorder or we needed to clarify my order, I have no doubt that they'll make it right.

[kritz]

Why wait a week for a R.A. pick up the phone. Those labels are sent via email. JP and Alan are all about customer service.

[ArmySpeed6]

Originally Posted by kritz Why wait a week for a R.A. pick up the phone. Those labels are sent via email. JP and Alan are all about customer service.

Kritz, I know this, I was told that they were going to send it through my email after I expressed my initial displeasure when they told me that I'd have to pay for the return/shipment...after that conversation, I waited a week or so, then that's when I got annoyed and called among multiple other calls.

I'm not just posting this to post it, I made sure all avenues and attempts were first exhausted until I hit this last wall...

Originally Posted by anavrinIV My only problem with Edge customer service has been slow-ish communication, other than that any issues I've had have been resolved. I got an intercooler that showed up with both end tanks damaged (Thanks UPS) and was able to discuss my options with edge over the phone and get everything sorted pretty quickly. Getting the refund took a while but everything worked out great in the end. I've had @JP@edgeautosport.com; call me twice when something has been on backorder or we needed to clarify my order, I have no doubt that they'll make it right.

I wish I had a call from anyone of them, but nope, not me!

[kritz]

Hmmmm, I'm surprised.

[KusteLokal]

Damn noob, seriously Vic, just call and ask for JP or Alan. This may of been a mix up if they drop shipped it from HTP.

[ArmySpeed6]

Originally Posted by KusteLokal Damn noob, seriously Vic, just call and ask for JP or Alan. This may of been a mix up if they drop shipped it from HTP.

Granted, this or may not have been from Edge or HTP, but regardless of where it originated from. Edge being the "go to" people who I paid, the "relationship" was established between us, holding them accountable to whatever happened.

But yeah man, they all "know me" per say cause in the course of planning my build, and going through with the orders, I've called them countless of times for questions and ideas and so on and so forth.

Felt like when everything was going well, response and assistance were spot on on, but when shit went off track, responses were delayed and resolutions were a little half assed, felt like it to me.

By the way, sorry couldn't make it to the install day, had the kids all day...

[KusteLokal]

Originally Posted by ArmySpeed6 Granted, this or may not have been from Edge or HTP, but regardless of where it originated from. Edge being the "go to" people who I paid, the "relationship" was established between us, holding them accountable to whatever happened. But yeah man, they all "know me" per say cause in the course of planning my build, and going through with the orders, I've called them countless of times for questions and ideas and so on and so forth. Felt like when everything was going well, response and assistance were spot on on, but when shit went off track, responses were delayed and resolutions were a little half assed, felt like it to me. By the way, sorry couldn't make it to the install day, had the kids all day...

Hey man, kids take priority. Not knowing how it works at Edge, but they may be trying to find out whats going on with your order.

[ArmySpeed6]

Originally Posted by KusteLokal Hey man, kids take priority. Not knowing how it works at Edge, but they may be trying to find out whats going on with your order.

Lol yeah, 3-4 weeks long for a tray...to only get a pat on the butt and be told you're on your own, per say

[KusteLokal]

Originally Posted by ArmySpeed6 Lol yeah, 3-4 weeks long for a tray...to only get a pat on the butt and be told you're on your own, per say

thought you liked it in the butt though?

[bigmike]

I too had a long email support time, but I was happy with the end result

[ArmySpeed6]

I guess to help express my displeasure is this image... image-3037083054.jpg That is the positive terminal of the car and the positive node of the battery that melted together cause it grounded itself on the bent stock bracket on the faux tray. After 2 days of wrenching on my car to install my BT and accompanying parts, I refused to stop progress and put everything back to stock cause of a damn tray. My ECU and any other electronics connected to my vehicle would've fried if I didn't catch the battery issue early enough. So I guess, all this time wasted? All this waiting I was subjected to by a company who is held at a higher standard, I would HAVE expected a better resolution.

[matty_peppers]

wait, you tried to return a part without everything included with it and are mad at edge?

[ArmySpeed6]

Originally Posted by matty_peppers wait, you tried to return a part without everything included with it and are mad at edge?

First off, it wasn't intentional, second...it's the whole handling of the issue...read the entire post before you flame on what I'm getting at...

Originally Posted by Captain KR I have installed 3 htp 3.5 intakes without htp battery trays with stock batteries and trays in 3 speed6's......... I think op is crying a little bit 2 hard....... even I don't get through to JP or Alan on the first try. I will admit i cuss them out for not answering my very important phone call about absolutely Nothing but I keep at it until i get a resolution. This thread about them is premature and whiny. Another issue i have with this is why are you blaming a Distributor (EDGE) for something you could have possible handle directly through HTP? Did it ever dawn on you that a personal call to HTP would remove edge as the middle man and get your problems fixed faster? NO ok just checking

What Moose said...

Clearly if you dealt with a middle man, and whatever or wherever that middle man got whatever it is from, and had an issue...who would you go after?

You guys are so great at chiming in and without fully taking in what exactly is being said.

They are the point of contact whom I went to...I made the deal with them...I don't care whatever or wherever they got the item from...was advertised at Edge's website...why am I, the consumer, have to go through all the effort to do investigations on where it came from when my transaction was WITH EDGE

[El_Diablo]

And on top of that your rigged together solution cause a grounding issue that is somehow related to this because?

[ArmySpeed6]

Originally Posted by El_Diablo And on top of that your rigged together solution cause a grounding issue that is somehow related to this because?

Boy, you guys are quick to fire off your responses without actually understanding the issue!...

Let me clarify this to you...I posted the picture as an end result, no, it was not directly involving edge...I posted the damn photo to show that there is an ACTUAL emergency here, and that having to be put on the back burner, made to wait a week or so per call on any updates and to only be told I'm on my own is fucked up...if I would've known before hand that something was wrong with returning or the exchange maybe that very day I spoke to them, MAYBE I could have found a different solution so it can hold much longer till I get the right tray and bracket

Originally Posted by El_Diablo And on top of that your rigged together solution cause a grounding issue that is somehow related to this because?

If I was kept abreast to whatever updates, given that I have unloaded a substantial amount to their company, I believe it's common courtesy to maybe give me an update on what's holding it up? I've provided the time table on the OP, that's nearly a month of waiting that they could've honored that damn consumer/retailer relationship and just kept me on the loop...instead I waited this long and was forced to do whatever to make it work...

Geez...

[El_Diablo]

Originally Posted by ArmySpeed6 Boy, you guys are quick to fire off your responses without actually understanding the issue!... Let me clarify this to you...I posted the picture as an end result, no, it was not directly involving edge...I posted the damn photo to show that there is an ACTUAL emergency here, and that having to be put on the back burner, made to wait a week or so per call on any updates and to only be told I'm on my own is fucked up...if I would've known before hand that something was wrong with returning or the exchange maybe that very day I spoke to them, MAYBE I could have found a different solution so it can hold much longer till I get the right tray and bracket If I was kept abreast to whatever updates, given that I have unloaded a substantial amount to their company, I believe it's common courtesy to maybe give me an update on what's holding it up? I've provided the time table on the OP, that's nearly a month of waiting that they could've honored that damn consumer/retailer relationship and just kept me on the loop...instead I waited this long and was forced to do whatever to make it work... Geez...

Oh I understand the issue. You weren't FORCED into anything. Even being so its your fuck up that had that happen. Ive made several quick fixes that have been able to last years. Your fuck up is on your hands when it comes to you rigging stuff up.

Now with that being said, I do understand your original issue but anything beyond that to which you felt you had to do because you were forced to is entirely not their fault.

Next time I suggest you verify your work before you fuck something up. Looks like you got lucky this time.




KISS & CYA

[Captain KR]

I have installed 3 htp 3.5 intakes without htp battery trays with stock batteries and trays in 3 speed6's......... I think op is crying a little bit 2 hard....... even I don't get through to JP or Alan on the first try. I will admit i cuss them out for not answering my very important phone call about absolutely Nothing but I keep at it until i get a resolution. This thread about them is premature and whiny.

Another issue i have with this is why are you blaming a Distributor (EDGE) for something you could have possible handle directly through HTP? Did it ever dawn on you that a personal call to HTP would remove edge as the middle man and get your problems fixed faster? NO ok just checking

[amoosenamedhank]

Originally Posted by Captain KR I have installed 3 htp 3.5 intakes without htp battery trays with stock batteries and trays in 3 speed6's......... I think op is crying a little bit 2 hard....... even I don't get through to JP or Alan on the first try. I will admit i cuss them out for not answering my very important phone call about absolutely Nothing but I keep at it until i get a resolution. This thread about them is premature and whiny. Another issue i have with this is why are you blaming a Distributor (EDGE) for something you could have possible handle directly through HTP? Did it ever dawn on you that a personal call to HTP would remove edge as the middle man and get your problems fixed faster? NO ok just checking

Looks like he was citing that because he bought from edge, he expected them to resolve the issue. Each distributor/company handles these things differently... however, with Edge's typically good reputation, I'd definitely like to hear their side of the story.

[Captain KR]

My clutch was bought through edge and has been replaced 2 times from ACT....... not edge i contacted ACT because jp and alan cant do shit besides send an email or call...... which you can influence as well with greater result..... i am telling you from experience and profession what to do because I do it every day.....

[ArmySpeed6]

Originally Posted by Captain KR My clutch was bought through edge and has been replaced 2 times from ACT....... not edge i contacted ACT because jp and alan cant do shit besides send an email or call...... which you can influence as well with greater result..... i am telling you from experience and profession what to do because I do it every day.....

i get what youre saying bro, and i appreciate your input as well as well everyone on here. Yes I could call, yes I could do everything on my own...but why? when I paid for a product that I did not get, and yes there was also an issue that stemmed from me, incomplete parts, but a better solution is once again could HAVE been made between the consumer and retailer...

[He Hate Me]

I'm really surprised you didn't get a call back within that week. On my first ever order through them last week, they called me to even confirm my "Military Discount" to make sure I was in the military (which I don't blame, so people aren't abusing) and told me my pistons and rods were in stock.

You have to remember they are in Mountain Time as well.

Also, calling should always be the first means of communication. As much as I hate talking on the phone too, it's the quickest way to get ahold of someone, especially in a problem situation. I promise they don't bite lol.

Either way, I hope they do you right, as they seem like a great company thus far from my situation.

[ArmySpeed6]

Originally Posted by He Hate Me I'm really surprised you didn't get a call back within that week. On my first ever order through them last week, they called me to even confirm my "Military Discount" to make sure I was in the military (which I don't blame, so people aren't abusing) and told me my pistons and rods were in stock. You have to remember they are in Mountain Time as well. Also, calling should always be the first means of communication. As much as I hate talking on the phone too, it's the quickest way to get ahold of someone, especially in a problem situation. I promise they don't bite lol. Either way, I hope they do you right, as they seem like a great company thus far from my situation.

Of course brother! Edge is a great company, they know this and we know this...my purpose for writing this was to give them a heads up that WE the consumers WILL hold them up accountable to whatever they advertise on their page and following that...felt that I was not getting through to them by trying to relaly talk to them on the phone, so i decided to post on here...

[EdgeAutosport.com]

Originally Posted by ArmySpeed6 Of course brother! Edge is a great company, they know this and we know this...my purpose for writing this was to give them a heads up that WE the consumers WILL hold them up accountable to whatever they advertise on their page and following that...felt that I was not getting through to them by trying to relaly talk to them on the phone, so i decided to post on here...

Victor, I'm not making this personal, many people on this forum know how we work so don't take this the wrong way but you are making an unfair statement. We don't advertise that we accept incomplete packages and give full refunds. But we'll still be accountable on this one. NOBODY holds us accountable more than ourselves. The point at which customers have to hold a company accountable is the point where the company fails (plenty of evidence on MSF about this). We are still here and always will be because of our own internal accountability.

[ArmySpeed6]

Originally Posted by EdgeAutosport.com Victor, I'm not making this personal, many people on this forum know how we work so don't take this the wrong way but you are making an unfair statement. We don't advertise that we accept incomplete packages and give full refunds. But we'll still be accountable on this one. NOBODY holds us accountable more than ourselves. The point at which customers have to hold a company accountable is the point where the company fails (plenty of evidence on MSF about this). We are still here and always will be because of our own internal accountability.

nowhere on here states anything about you guys accepting or advertizing anything on your page that is a package that IS incomplete...I was not posting this in the hopes of getting a freebie, or a refund on something that I myself lacked to provide the full product...my purpose was to REACH out to you guys and express my concerns that maybe a better solution was made? a compromise? something rather than a, "we don't send anything in replacement if what we're getting is incomplete"...

nonetheless, I thank you for your prior response on sending me a new tray, thats great, now I am not trying to get anything over anyone, I am willing to pay any added cost outside of shipping, even pay for the missing brackets...

[EdgeAutosport.com]

We'll send you a new tray Victor. I'll get it overnighted so you have it before the weekend. I apologize if you feel we've mistreated you in any way. We definitely don't plan to do that.

[ArmySpeed6]

update:
JP, hit me up on my military email to let me know that the right tray will be sent overnight to my office, that no need for me to come out of pocket to cover any remaining cost for the missing brackets...

JP and the rest of Edge, I hope that this thread was not taken in any ill feelings, my motive was not to bash you or discredit your company as a whole. you guys are a great group of extremely knowledgeable people and hope that we all can move on from this and continue our "relationship"...

Thank you guys...

now will stop playing my and be happy that i dealt with a great company...

Cheers!

[ArmySpeed6]

image-3839389479.jpg

It arrived today...just wanted to thank everyone for their input and well effort on shedding light on this matter...

Most importantly, thanks to EdgeAutosport, especially JP for reaching out to me to set up the replacement and resolving this issue...thanks so much, and please, I hope no hard feelings are harbored after this incident.

SSG P. Out...