Miss information and poor response from customer service.
10-18-2012, 07:58 AM
#1
5th Gear Member
Thread Starter
Join Date: Apr 2007
Location: CT
Posts: 2,612
Miss information and poor response from customer service.
Hey Guys,
First I want to say, I hate taking this here. I have ordered a TON of products from you and sent 10s of thousands of dollars in business your way. No exaggeration.
That said, I understand my questions might be a little difficult as I am asking about parts, figment, and tunes on a 2013, however I'm in field service so I deal with customers on a daily basis, my company is number 1 worldwide in what we sell, and #1 in the USA as a service organization, so I'll give you the answer to the shortfall. A culture of ownership. I have felt your customer service slipping off. When someone calls, it should not matter who picks up the phone, they need to own that call and follow through.
Here specifically is my complaint:
Email last weekend that has gone unanswered.
Call into your support line, talk to three different people, put on hold multiple times, given some incorrect information, then for what was not answered was promised a call back "if not tonight, then tomorrow AM." Never called back.
I was able to invest more of my own time and found the correct answers to most of my questions, however the biggest question I still have, is because I truly feel your one of the best in the industry and I want to use you, is about a tune.
I have a 2013 BOSS 302 and want a tune. I was informed you will tune for it. I asked about the "bama cam" and was told a few things.
1st, he's not sure, he thinks you guys stopped doing them with respect for Ford.
I replied that was the original reason AM gave for pulling them, along with some parameter issues. I sited examples of the newly released tunes for the 2011, 2012 GTs I have seen.
2nd, he didn't think they could because of a conflict with Track key.
I pointed out that with the mods I am going to run, that track key was not an option, so legally it would be a non competing product. If a canned tune Ford can give me, will not work and result in damage from the mods I am going to run, it can not possibly Be competing.
This is when I was told he would call me back.... 3 days ago.
Since then I have looked and found some of your competitors selling ghost cam tunes. A few big names as well as some no names. A quick trip to YouTube or google and you can see aftermarket ghost cam tunes from major companies on 2012/13 BOSS.
I do not want to go else where but I will if I have to, can you please look into this issue and provide us with the correct info.
First I want to say, I hate taking this here. I have ordered a TON of products from you and sent 10s of thousands of dollars in business your way. No exaggeration.
That said, I understand my questions might be a little difficult as I am asking about parts, figment, and tunes on a 2013, however I'm in field service so I deal with customers on a daily basis, my company is number 1 worldwide in what we sell, and #1 in the USA as a service organization, so I'll give you the answer to the shortfall. A culture of ownership. I have felt your customer service slipping off. When someone calls, it should not matter who picks up the phone, they need to own that call and follow through.
Here specifically is my complaint:
Email last weekend that has gone unanswered.
Call into your support line, talk to three different people, put on hold multiple times, given some incorrect information, then for what was not answered was promised a call back "if not tonight, then tomorrow AM." Never called back.
I was able to invest more of my own time and found the correct answers to most of my questions, however the biggest question I still have, is because I truly feel your one of the best in the industry and I want to use you, is about a tune.
I have a 2013 BOSS 302 and want a tune. I was informed you will tune for it. I asked about the "bama cam" and was told a few things.
1st, he's not sure, he thinks you guys stopped doing them with respect for Ford.
I replied that was the original reason AM gave for pulling them, along with some parameter issues. I sited examples of the newly released tunes for the 2011, 2012 GTs I have seen.
2nd, he didn't think they could because of a conflict with Track key.
I pointed out that with the mods I am going to run, that track key was not an option, so legally it would be a non competing product. If a canned tune Ford can give me, will not work and result in damage from the mods I am going to run, it can not possibly Be competing.
This is when I was told he would call me back.... 3 days ago.
Since then I have looked and found some of your competitors selling ghost cam tunes. A few big names as well as some no names. A quick trip to YouTube or google and you can see aftermarket ghost cam tunes from major companies on 2012/13 BOSS.
I do not want to go else where but I will if I have to, can you please look into this issue and provide us with the correct info.
10-18-2012, 02:17 PM
#2
JD Walton,
I’m really sorry to hear about the bad experience you’ve had with us. This is not the type of feedback I’m used to hearing however it’s very important to us so that I know what we can work on. I’m sorry that this has got to this point and I completely understand your frustration. I would hate for something like this to ruin our relationship. We value every customer and we’ll always do whatever we can to make sure you’re in good hands and satisfied. It’s completely unacceptable that your emails went unanswered, phone calls we’re not returned and that you were put on hold multiple times, still just to be given indecisive information.
I’m glad to hear that you were able to use your own resources to gather the correct information when we dropped the ball. Let me take a second here to clear up your questions with the correct information! I spoke with Bama just to triple check my information and this is what I heard back:
(14:31) Dan B.: Hey Zach, I have a few questions for you if you have a second. We can tune for a 13’ Boss, right? Also, can we also offer the Bama cammed tune for it? I have a customer who received some conflicting info from us.
(14:32) Zach S.: Yes. We can tune for the 2013 Boss if the track key isn’t active. We are also working on the Ghost Cam tune for the 13’s and should hopefully have it ready in the near future!
I hope this helps answer your questions. We can definitely tune your 2013 Boss. As well as Hopefully offer you the Ghost Cam tune in near future as long as your track key isn’t active. The reason that you got conflicting information is that we're offering the cammed tune (same with the Hybrid tune) as sort-of a "word-of-mouth" thing for forums members. We never really "officially" released it. Sorry for the confusion! I will work with our CS teams to make sure that they know to confirm that it's available when asked! Thanks for bringing this to my attention!
Do me a favor and shoot me a PM with your contact info and I’ll have my head tuning specialist Mike Wilson call you directly and get you the right info and tunes! If this is okay with you, I’d love the chance to get you back to being a happy customer! I promise from here on out nothing like this will happen again. I’ll reach out to my Customer Service team and make sure everyone is aware of the new change!
Please feel free to contact me anytime you have a question, need some assistance or just want to chat. I hope to speak to you soon!
-Dan
I’m really sorry to hear about the bad experience you’ve had with us. This is not the type of feedback I’m used to hearing however it’s very important to us so that I know what we can work on. I’m sorry that this has got to this point and I completely understand your frustration. I would hate for something like this to ruin our relationship. We value every customer and we’ll always do whatever we can to make sure you’re in good hands and satisfied. It’s completely unacceptable that your emails went unanswered, phone calls we’re not returned and that you were put on hold multiple times, still just to be given indecisive information.
I’m glad to hear that you were able to use your own resources to gather the correct information when we dropped the ball. Let me take a second here to clear up your questions with the correct information! I spoke with Bama just to triple check my information and this is what I heard back:
(14:31) Dan B.: Hey Zach, I have a few questions for you if you have a second. We can tune for a 13’ Boss, right? Also, can we also offer the Bama cammed tune for it? I have a customer who received some conflicting info from us.
(14:32) Zach S.: Yes. We can tune for the 2013 Boss if the track key isn’t active. We are also working on the Ghost Cam tune for the 13’s and should hopefully have it ready in the near future!
I hope this helps answer your questions. We can definitely tune your 2013 Boss. As well as Hopefully offer you the Ghost Cam tune in near future as long as your track key isn’t active. The reason that you got conflicting information is that we're offering the cammed tune (same with the Hybrid tune) as sort-of a "word-of-mouth" thing for forums members. We never really "officially" released it. Sorry for the confusion! I will work with our CS teams to make sure that they know to confirm that it's available when asked! Thanks for bringing this to my attention!
Do me a favor and shoot me a PM with your contact info and I’ll have my head tuning specialist Mike Wilson call you directly and get you the right info and tunes! If this is okay with you, I’d love the chance to get you back to being a happy customer! I promise from here on out nothing like this will happen again. I’ll reach out to my Customer Service team and make sure everyone is aware of the new change!
Please feel free to contact me anytime you have a question, need some assistance or just want to chat. I hope to speak to you soon!
-Dan
Last edited by AMDanBailer; 10-18-2012 at 02:33 PM.
10-19-2012, 03:52 PM
#4
dan[dot]bailer[at]americanmuscle[dot]com
I'm glad everything worked out, we value every customer! I hope to speak to you again in the near future.
-Dan
Last edited by AMDanBailer; 10-19-2012 at 03:56 PM.
10-21-2012, 06:18 PM
#7
5th Gear Member
Join Date: Sep 2012
Location: North Carolina
Posts: 2,548
Now this is awesome customer service, and makes me confident for choosing AM for future purchases. I've dealt with performance parts companies and have been severely disappointed.
This makes you look that much better. Kudos to you guys, and glad this worked out for the OP.
This makes you look that much better. Kudos to you guys, and glad this worked out for the OP.
10-30-2012, 06:35 PM
#10
5th Gear Member
Thread Starter
Join Date: Apr 2007
Location: CT
Posts: 2,612
Hey Dan, please review this thread.
http://www.imboc.com/forums/showthread.php?t=206917
I got some friends over there having some issues with customer service.
http://www.imboc.com/forums/showthread.php?t=206917
I got some friends over there having some issues with customer service.