Federighi

iTrader: (7)

Background:

I've been a RB customer for over 10 years & easily spent a few thousand dollars there building up my Rx4 & 1st gen.

So here's the story:

I contacted RB last week for a quick turn-around PCM re-flash as per their instructions listed online & confirmed that this was to be OK over the phone. I then next day aired the PCM. They called me the following day saying the computer was "down" & wouldn't be fixed until after the weekend. They then gave me two options, both of which they said would discount or "make right" the situation for my inconvenience.

1.) returning the PCM next day at their cost & paying for future return shipping,
OR
2.) allowing them to keep the PCM for the re-flash & having them next day upon completion at their cost.

I figured since the PCM was already there & I was going to be out the money for the next day I already paid for, that they would keep it.

Monday comes, they send the PCM back but I was still charged full price? I contacted RB & have a lengthy discussion about what I hoped they would feel was fair & in the end they refunded $50 & said that'd they'd "help" me out on my next purchase. I had hoped they would've offered me 1/2 price since it was their computer that failed causing me a huge inconvenience & that this would've helped them save some face & make me (the return customer) happy; & realistically re-flashing a PCM is generally a simple procedure & requires no parts so what would've been the big deal with that?

So, today I called back to order a part & the discount offer that was presented to me earlier when I inquired about purchasing a part(s) was no longer available. I asked why not & the representative said that I could speak with his GM if I had any questions. Long story short, the GM doesn't let me get a work in & just kept repeating " what's it gonna take, what's it gonna take?!?" before ultimately hanging up on me.

Maybe I'm being unreasonable??? Any thoughts? Comments? Personal experiences?

This is by far the worst treatment I've ever received as a customer. Even more surprising after what just happened and when I'm trying to give them more of my business.


Thanks for reading everyone.

9krpmrx8

iTrader: (46)

Seems like very unprofessional conduct for a GM. But then again in the automotive business, business ethics and professionalism seem to take a back seat often times.

Federighi

iTrader: (7)

Close Charles, very close. Nah, BHR rocks for those of you who didn't already know!

Federighi

iTrader: (7)

All part of the process:

godesshunter

I bought my exhaust and my radiator and oil cooler screens from them. Everything went smoothly then.

bose

iTrader: (5)

I understand your frustration but I can't comment on the discount situation. That bit sounds pretty bad. Need to hear both sides of the story.
But as far as the PCM flash goes, I'd say your over reacting a bit. They didn't break their computer to screw you over and I'd be willing to bet you weren't the only person affected. They got it done when they said they would, and expedited it back at their cost. Then gave you money off, they could have said one the other route and said "sorry stuff happens, you'll have to wait."

kma5783

iTrader: (7)

I would personally say your being somewhat unreasonable, things happen, **** breaks....Once their computer was fixed the PCM was returned with next day shipping back to you and they gave you a $50 discount off the reflash for the inconvenience, to expect to get something for half price because of something that was completely out of their control is completely unreasonable in my opinion.

LifeAfterRx8

iTrader: (17)

I completely agree.

The price to overnight something isn't cheap either, especially something like a PCM. The fact they overnight shipped and even gave you $50 discount was more than enough, especially since they have multiple costumers. If you've purchased parts from them from over 10 years and they've made a single mistake (which wasn't their fault) does that really make them a horrible business?

TeamRX8

iTrader: (25)

I found them to be cometely the opposite and quite recently as well. First off this is not a perfect world. Poop happens and it sometimes is just tough luck if it happens to you. Ok their computer went down and it was just your bad luck. Demanding a discount did not seem thàt reasonable to m unless they absolutely guaranteed you in advance to turn it around the same day. I usually stick up for people in a number of situations, but not this time. One issue after all that business together and you hit them with a bad guy thread? I will file this in the whiner category.

G_ man

iTrader: (2)

**** man, we can't say **** happens anymore . We have to say poop happens instead,**** that sucks. Ahahahahahahahahahahaha!!!!!! sorry had to
BTW Racing Beat delivered perfectly for me

TeamRX8

iTrader: (25)

I chose not to say it, big difference.

Federighi

iTrader: (7)

To Clarify:

Yes, RB said that they would be able to do a quick turn for my PCM. I called them multiple times throughout the week prior to confirm this so that the process went as smoothly as possible. They also were the one's who said that they'd do what they could to make things right, I made no demands.

Maybe I shouldn't have included so much of the details because it seems to me that the real matter which prompted my creation of this thread has for the most part been grossly overlooked.

Now I've worked retail & customer service as I'm sure many of you have & I believe that we can all agree that patronizing & then hanging up on customers is inappropriate behavior from any employee, let alone the GM. Period. Or maybe I remember the way good business used to be conducted?

kma5783

iTrader: (7)

Which they did do...

And what was the the specific thing that prompted your creation of the thread?

The fact that the GM hung up on you?

Depending on how you handled the situation you may have triggered it, after they already gave you $50 off, you called them back expecting a discount off of another product. In my opinion you're blowing this way out of proportion and them giving you a $50 discount was more than sufficient compensation for the inconvenience.

Federighi

iTrader: (7)

kma5783- Thanks for giving RB the benefit of the doubt. At that particular point in time it's only 'hear-say' as to the operational condition of their computer system & I highly doubt very many people opt for the re-flash anymore because of new devices such as the Cobb accessport, etc. Either way, good businessmen honor & make exceptions to accommodate their clientele.

You obviously missed my whole point. I tried to represent the events as un-biased as possible & the fact of the matter still remains that no customer should even be patronized & hung up on. Unless your intent is to do bad business & in that case you've succeeded.

And for the record after the GM's rant & abrupt hanging up of the phone, he has since retracted his word about honoring any discount/ refund. Do you really think I care about the $50???...

kma5783

iTrader: (7)

Without hearing both sides of the story and depending on how you reacted to the situation, maybe the GM hanging up on you was warranted and maybe it wasn't....Who really knows...

Based on this statement you expected more out of Racing beat....

"I had hoped they would've offered me 1/2 price since it was their computer that failed causing me a huge inconvenience & that this would've helped them save some face & make me (the return customer) happy; & realistically re-flashing a PCM is generally a simple procedure & requires no parts so what would've been the big deal with that?"

Also based on the fact that you said "Save some face" it seems you intended to post a bad guy thread anyway even though it was out of their control.

To expect 1/2 off is completely out of reason, you're lucky you even got $50 off.

So what the GM hung up on you, if that's your biggest concern get over it, I'm with Team on this one... Definitely Whiner category.

RX8Soldier

iTrader: (24)

OP, you're the type that sues after your kid cuts himself on a window, which he broke, aren't you...

Federighi

iTrader: (7)

I created the thread after the phone conversation. If you want to hear RB's side of the story you should call & ask to speak to James before you start making judgements. Do you think I really would go through all this trouble because what, I'm bored? Lonely? Need a hug? Really guys, I'm curious as to what reasoning you'd think someone would have in doing this other than one which is legitimate?

And now I have to assume that most of you who've replied have not worked retail & are unfamiliar with how that side of the business works. In my direct experience, markup is generally 70% of the cost to the retailer & this usually involves an item or parts, but since this was a service provided (a relatively simple one at that) the profits yielded are even greater. RB still would've made money, so...?

& yes, my problem here is in the unprofessionalism of the RB management. Like I said, maybe I just old fashioned? & in case you missed it, I'm fairly confident in saying that the GM has retracted his honoring of any refund, etc.

syelenik

I have had nothing but the best of service from James and RB. One hundred percent honest.

syelenik

Postd with permission by Racing Beat:

We had a completely unforeseen PCM Programming computer failure. We immediately offered to return his PCM to him, at our expense--Saturday Morning Delivery--and also, of course, to refund him for his out-of-pocket expense to send the part to us. We explained to him that we had the computer repair scheduled for Sunday (and indeed we met the technician at our facility that very Sunday). The customer solely made the decision to wait until we had the computer repaired. We indeed programmed his computer and shipped it out at our expense Monday. Upon receipt of his PCM he then calls one of our Sales Representatives and states that he is still dissatisfied with our efforts. He is asked to send an e-mail outlining his dissatisfaction (see below). We read his e-mail, and as gesture of goodwill, we refunded him the additional $50.00 he asks for. After we process a $50. credit to his credit card, he then calls back and explains that this gesture of goodwill, exactly what he asked for, is still not enough. He wants even more “freebies” from Racing Beat. I personally spoke with him at this point and found him to be simply unreasonable in his expectations. I asked him, “Where does Racing Beat draw the line?” In my opinion we made a very reasonable effort to accommodate him for his inconvenience.

bose

iTrader: (5)

Pretty much exactly what I figured happened. Some people are never happy, they handled that in the best way possible.

Federighi

iTrader: (7)

In case there's any confusion: There was only the $50 refund which was offered by the sales representative (which I have still not been able to confirm through my bank & it's been over a business week). When I called back to order another part, the rep who previously helped me said that he'd help me out on my next purchase. When quoted on the price of the part, it was different than the previously quoted price. When I asked why this was & if he could give me the previous quoted price he said I could ask his manager & I figured why not. While my intent was only to speak with the GM about the part discount rate, the conversation immediately focused on the refund that was to be issued & unfortunately the conversation was never able to move beyond this point for some reason. The part about my being unreasonable is completely false because discussing the refund wasn't the purpose of my phone call & as I stated before, the GM ranted on & on, never allowing me the chance to speak & when I finally asked if he'd ever let me get a word in he abruptly hung up on me. And when I called back later he forwarded me directly to his voicemail???

syelenik- Who are you to mediate RB business? Especially when I'm assuming that this matter has absolutely nothing to do with you & that you choose to remain anonymous.

Federighi

iTrader: (7)

I created this thread because I felt a grave need to express my genuine dis-satisfsaction; not with the refund as this seems to be the recurring theme throughout, but with the treatment I received. Otherwise what would be the purpose? I've simply presented the facts as they are in an un-biased manner & it's unfortunate that some of you've chosen to condemn my actions rather than give me the benefit of the doubt. I find it especially usual when those who use handles to represent themselves question my integrity.

ShellDude

iTrader: (12)

this thread has failed.

syelenik

Haven't remained anonymous, have no idea what that means. Family? On rx8club.? You must be kidding this is one of the most hostile boards I have ever experienced. I have no positon here, other than I have always had great outstanding service from Racing Beat and I thought they deserved a chance to respond to this post. There are always three sides to every story. I have not questioned your integrity. Only relayed my postive experiences and posted the others side "story". I have said nor redned no opinion about you.

ninjajim4

iTrader: (4)

why's everyone beating this guy up? very straight forward. after whatever hiccup RB had, they said they'd give the OP a discount on his order and "help him out" on the next order.

then they didn't give him his discount until he had to call to get it (which would **** me off), and by the sound of things, had to jump through a lot of hoops to get it.

and then when he wanted to order more stuff, he wanted them to make good on what they agreed upon and the GM gave him the run around, and eventually the shaft.

whether the $50 was sufficient amends (i agree it was) is totally irrelevant. if RB thought it was sufficient, then RB could have/should have offered that and nothing else. then none of us would be having this conversation.

instead, sounds like they were trying to just get him off their back with vague promises, which the OP never should have accepted in the first place, because it doesn't mean a damn thing, which he found out rather quickly.

i'm also of the mindset that it's easy for everyone to have a good opinion when the transactions go smoothly -- it's when things go badly that vendors steps up and prove themselves. or don't.