Ok,
Sorry, I didn't see this, and FIRST OF ALL, I want to unequivocably apologize for any issues you may have had. It's not acceptable for you to be unhappy, no matter what. I consider it 100% our fault, no matter what the "excuse" is, because we should have made everything very clear so you would leave satisfied!
I do want to address some issues....
1) PHONES
In terms of all the phone issues, we have had NOTHING but phone problems since moving to Packet8 VOIP about last July. I have had NEVER ending complaints about lost messages, missed calls, not being able to get a hold of someone.
Believe me, when it comes to phones, we WANT to be able to take care of our customers! It is SO MUCH easier to take care of a customer and get them happy the first time!
So in the past 3 weeks we installed a COMPLETELY new phonesystem (Vocalocity) which INCLUDES a call que (you listen to music as you wait for the next available agent) so we don't miss ANY calls or Voicemails. For anyone who tried to call in the past week it has been a nightmare because the NEW phones weren't working either (problems with the DSL), so we brought in a phone consultant and SBC until it finally got corrected. So for TWO whole days we seem to have functioning phones, which makes us THRILLED because it's not really worth much to have a 2 page ad in Muscle Mustangs and Fast Fords when you can't answer the phone!!!
Our phones are now manned 9am-6 pm M-Ffor customer service, and sales calls are taken from 9am - 9:30 pmMST the entire week (thanks to Mitch!)....
2) Pricing
I have no idea why you would be priced that for the 05-08 Axle Back, but ifyou did get a MAC-TK2546 and get priced that then it was absolutely wrong and I'm happy to refund you the difference immediately!! Please email me
liz@texashotrods.com with your name / Work Order # so I can fix this immediately! If it was a different brand / part # then that may be the issue.
Most people who come in to the store check out the website, so it would be idiotic for us to try to pull wool over your eyes for $125. Word of mouth is the most important thing, and trying to get an extra $125 from someone is SO not worth it!!! Like you said, it was your "first" mod with THR, it's absolutely NOT worth it to me to make a little more on your first mod and then it be your last!!!
Again,if we did make a mistake it's 100% our fault and we'll fix it! Please call me or Perla 915-613-5280 (Liz) / 915-613-5283 (Perla) so we can get this taken care of right away!
3) Procharger....
Procharger's are custom made to order. And although we trust everyone completely, circumstances change. And we've learned the hard way, as we currently havea Procharger in our shop that's been there for a year and half from a customer who made a deposit on it. We do have to pay Procharger upfront in order to get your Procharger, and we can't just resell it to the next guy down the road, so unfortunately YES we have to have full payment before it ships.
4) Customer Service...
I quit my job last year and started working at THR full time to focus entirely on improving the customer experience. We completely restructured our customer service department, added a return policy, clarified all the policies on the website,the toll free #, anda satisfaction andlow price guarantee in order to improve that service. We've added staff strictly to take care of customers (Perla and Me!). So of course I'm VERY dismayed to see you had a bad experience, because in the end it reflects on our company but on me personally because it's my job to make sure you're happy!! In the end, it doesn't matter what we've changed because what really matters is that YOU were happy with your experience!
We are absolutely human and make PLENTY of mistakes, but we honestly have the best of intentions. When we do make a mistake, we certainly want to hear about it and we really appreciate your feedback! Beyond that, we want to FIX IT! We're not a big company, we're not a middle sized company, we're a SMALL company that appreciates and needs each and every customer we get!
Please give us a call, talk to Perla or me, Liz (I'm out of town in Phoenix this week but will be back on Monday), and we'll do the best we can to get you taken care of!
Again, I am VERY SORRY and want to make it up to you!
Thanks!
Lizzie Metzger
liz@texashotrods.com