In regards to what I posted about Mustangs Plus earlier this week this is the response i got back from them recently. Seems like the men higher up know how to handle business and take care of the customer. Probably why they are now such a large company. I spoke to Ron on the phone today and he was a very nice man, one we would all like to do business with.

Hi, Daniel,

Are you planning to attend the Knotts Berry Farm show this weekend? I will be leaving for the show Friday morning, the 20th. Please call me at the phone number below and let's talk. I will pack a deck lid and bring it with me. If you can be there to compare it to the one you have, we see if it's molded incorrectly. If you aren't planning to attend, maybe we can meet some other place and make the compairsion. If the one you have is molded incorrectly, we'll exchange them on the spot. Please call me and let me know.

I became aware of the problem you're having with the deck lid today. My son e-mailed me a link to the fourm. I'm sorry you felt you had to go so far as to attack us in this fashion. A simple phone call to me personally would have worked just as well and been very much appreciated. I want you to understand that I'm not mad at you for it. After all, it is what made me aware of the problem at this time.

As for the deck lid, let me be very clear about this. If the problem you're having with the deck lid is that it is a bad deck lid and molded incorrectly, we want to get it back and take care of you. And we will do so.

On the other hand, if the problem is because the deck lid has been damaged or the car has been damaged and that's why it doesn't fit correctly, then responsibility clearly isn't ours. That said, we would still want to work with you to try to get the problem solved so that you are happy. We have done business by this policy for over 25 years and it has helped us build Mustangs Plus from a small business that we ran out of a 8' x 32' modular building to the business we have today.

I have talked with Bill Faull, our General Manager here at Mustangs Plus about the problem. Did our staff offer to exchange the deck lid for you if you paid the shipping charges? Or have we got that far yet? Bill is getting me all the information on this matter, the e-mails, phone records, etc. and I will look into it personally. But I may not have this information until I get back from Knotts on Tuesday of next week. Please call me on my cell phone and let's touch base on it. Do not e-mail me back at this time. I will not get it until Next Wednesday. Be sure to call me ASAP.

Kindest Regards,
Ron



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CALL the Man!!! Sounds like you have a company that respects their customers and wants to make them happy. Good luck with the exchange.

 

I did call him and after talking to him i felt i should post it on the forum to make up for the attack on them earlier this week.


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I just ordered some leaf springs from MustangsPlus. If you talk to him again tell him we still order stuff from em...

 

Glad to hear it, about half my car...well maybe more, is from Mustangs Plus. They have always been good to me but I have not had any bad parts either.
Craig

 

Hey tarafied, I just sent you a friends request on myspace dude.

 

cool, going there now to click accept!
Love yur car!

 

I have talked with Bill Faull, our General Manager here at Mustangs Plus about the problem. Did our staff offer to exchange the deck lid for you if you paid the shipping charges?

If the deck lid is indeed defective, why would "YOU" pay the shipping again?
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because after all is said and done ron bramlett doesnt care about the decklid or customer imo, thats money out of his pocket if he had to pay shipping...maybe its just that part of the country but i had a guy from npd in charlotte meet me halfway between knoxville and charlotte to exchange a hood with me so neither of us would have to pay more than 15 bucks in gas...thats what i call good customer service, and i hadnt even sent them pics of the defection but in the south most people are more trusting i guessand i buy a ton from them so...

 

I believe there was an excessivetime lag between purchase and when the complaint was sent to Mustangs Plus.Had the deck lid problem been found within a month of purchase, I'm quite sure Mustangs Plus would have made a swap and covered shipping. That's pretty normal for most businesses, at least a month. Every Mustang catalog store I've delt with in the last 18 years has replaced or refunded my defective purchase (about 8 problems). What I have a problem with is the original response eZ got from Mustangs Plus. It was via e-mail so let that be the lesson, use the phone.
Jim