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Old 03-09-2006, 06:52 PM   #457
thomasj
Scooby Newbie
Member Sales Rating: (0)
 
Member#: 103890
Join Date: Dec 2005
Vehicle:
2005 WRX
Silver

Default Sub-par Service

I"m sorry in advance for this huge post but I'm out of options here. It's really sad that it's come to this. If I hadnít been repeatedly misled and outright ignored on multiple occasions, I wouldnít have been compelled to write this. This in no way an attempt to smear anyoneís name in the mud but NO CUSTOMER should have to go through this. PERIOD. This is a vendor review thread so Iím sharing my experience in detail. I'm sure the guys at Mauro Motorsports are good people in general. Anthony seems like a nice guy via email.

From as a business point-of-view, I have a differing opinion of this company. This is all over a set of Prodrive lowering springs.

Order of correspondence occurred from top (oldest) to bottom (newest).

12/15/2005
ORDER PLACED
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12/27/2005
No springs, no communication. Christmas is over.

My first email:

We've heard no communication from your company regarding this purchase. The
charge was posted to the credit card 12 days ago. My girlfriend emailed you sometime late last week and tried calling, as well. We've heard nothing, nor have we received the springs. I also just tried calling you 15 minutes ago but got an answering machine so I left a message. Please notify on the status ASAP. This was supposed to be my Christmas gift.

I can be reached @ xxx-xxx-xxxx or <my-email-address>. I have all my
girlfriend's billing information for verification purposes, if needed.

The order status page link provided below shows nothing regarding Order Status or Tracking.

Here is the only communication we've seen from you:

This email is to confirm the receipt of your recent order from Mauromotorsports. If the item/s you purchased is backordered or not available then you will be contacted by one of our sales staff by phone/e-mail.

Once your order has shipped an e-mail will be sent to your address with
an invoice and tracking numbers attached. If you have any questions please call 631-451-3996 and someone can help you with the order.

You can always find out the current status of your order by going to


Options

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Prodrive Springs - WRX PRO-SPRG-WRX 1 279.99 Model
Year =
(UW4/D5/001) 2004+ WRX
02-05+ *Free Ground
Shipping*
Total 279.99
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12/27/2005
Anthony @ Mauro Response:

These springs were ordered directly from Prodrive and we should be seeing our shipment sometime this week. We usually have a ton of these on the shelf, but it was a busy holiday this year.

As soon as these ship out we'll relay tracking information over to you.

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1/18/2006
My follow-up email after hearing NOTHING:

I just tried calling but got "memory full" notification before I could finish leaving a message @ 631-451-3996 so now I'm emailing you instead. If there were a shipping problem or backorder problem causing this delay, for example, I'd be okay with that as long has you kept us notified but we've received absolutely no correspondence from you on this, and more importantly, we still have not received the springs.

I find this lack of communication unacceptable. I'd appreciate a call or email reply on the status of this order right away. We've waited long enough.
----------------------------------------------------------
1/18/2006
Anthony @ Mauro Response:

I have just sent another inquiry over to Prodrive about these springs. I'm sorry I missed your phone call this morning, but Greg, one of my employee's, had a lot of car issues and was stuck on the side of the road. Adam and I just got into the office and noticed the full mailbox.

I understand your frustration and there is no reason why this should've taken so long. I should hear back from Prodrive shortly. Once I do I will relay the tracking information to you as fast as possible.

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1/19/2006
My follow-up email:

Did Prodrive get back to you? Do you have a tracking number?

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1/19/2006
Anthony @ Mauro Response:

Yes, I re-sent the original order over to Prodrive. I should have tracking for these springs tonight. Apparently Prodrive could not find the order in their database for some reason. I think they are expediting the order out because of the mistake.

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1/26/2006:
My email again after hearing nothing:

It's been a week since your last email and I still have received no tracking number. Anthony, I appreciate your good intentions but this situation has far exceeded my patience and has become outright ridiculous. If you cannot guarantee expedited shipment by this afternoon/evening, please refund the credit card immediately. I refuse to wait any longer.

----------------------------------------------------------
1/26/2006
Anthony @ Mauro Response:

I understand your frustration. You need to understand that we have ordered the items from Prodrive in California. They were supposed to ship the springs for us. We've sent them the order several times, but I do not think that they have the springs available. What more would you like me to do?

----------------------------------------------------------
1/26/2006
My response:

I DO understand the position you're in. Not only that but I appreciate it because I know how difficult it can be at times. With that said, I'm not going to be unreasonable here. I face these types of issues every day in my line of work but the fact remains, I'm YOUR customer not Prodrive's. I realize that Prodrive is causing the issue here. However, if they cannot deliver a product you sold me, then refund my money. It's as simple as that. Don't continue to give me the run-around. My girlfriend placed this order for me as a Christmas present 41 days ago because your site said they were in stock. How would you feel? I feel absolutely no assurance and no certainty whatsoever that I'm ever going to get these springs. What would you do if you were me? Since I cannot interface with Prodrive directly, what power do I have? Absolutely none. The only avenue I have for getting this product is from you and I'm not receiving it.

Lets resolve this situation amicably and diplomatically, like one professional to another. Again, I totally understand the position you're in but you must also understand the position I'm in, too.
You asked me what more you can do so I'm asking you politely to refund the credit card that this order was placed on and give Prodrive a bunch of hell for the position that they put you in. Apparently, customer service is a low priority on their list of business principles.

----------------------------------------------------------
1/26/2006
Anthony @ Mauro Response:

Once again I apologize for the situation we're in here. It seems that I've been able to get everyone's order shipped out but yours from December. I will be hearing from Prodrive shortly with a response to
a situation. If the item has not shipped then I will make sure it is expedited. If the item has indeed shipped I will get a tracking number for you and relay it asap.

I thank you yet again for your patience. We will get to the bottom of this issue and make sure you receive the product you ordered.

----------------------------------------------------------
2/2/2006
My email after hearing nothing:

What's the status on this? Another week has gone by and, yet again, I have heard nothing. Please give me something concrete other that "getting to the bottom of this" or "I should hear back from Prodrive shortly". If that's your response or you don't have an update, then I would rather just have a refund.

----------------------------------------------------------
2/2/2006
Anthony @ Mauro Response:

Prodrive tells me that the 2004-05 WRX springs are on backorder until the end of the month. If you cannot wait any longer I'll be happy to give you a full refund. Otherwise there are plenty of other model springs available that I can ship out today.

----------------------------------------------------------
2/2/2006
My response:

I appreciate the offer but Prodrive is the only make that I was looking for; so, I'm going to opt for the refund. Thank you.

----------------------------------------------------------
2/2/2006
Anthony @ Mauro Response:

That is not a problem. I will have Greg take care of it.

----------------------------------------------------------
2/11/2006
My response after seeing no refund:

We have received no refund.

----------------------------------------------------------
2/13/2006
My follow-up after hearing nothing:

Please advise on when we will receive the refund. This whole experience
has been far too complicated and too much effort has been put forth on my
part just to get information. If there's a reason it's taking so long, I'd
like to know. I hate being left in the dark. All I ever ask is to be
informed.

----------------------------------------------------------
2/14/2006
Anthony @ Mauro Response:

You'll or whoever made the order will be refunded. The springs are on
backorder...end of story.

Thank you for your patience.

----------------------------------------------------------
2/14/2006
My response:

End of story, you say?

I'm aware the springs are on the backorder. Did you even read my last email? I'm complaining about not being refunded. You said you would "have Greg take care of it"... 12 days ago. That's why I'm pissed. This bickering ends now. I've already wasted my time and based on your apathetic and scripted replies, I can tell so have you. Refund the purchasing credit card by the end of this week or I'm opening a case with VISA... end of story.

FYI: If you hadn't eluded the truth and kept me informed since day one NONE of this would've happened. I would've just waited for the springs even it did take 2 - 1/2 months

Seriously, don't reply to this email. I'm done discussing this. Please, just take action.

----------------------------------------------------------
2/15/2006
My follow-up after seeing they tried emailing me back:

My mail filter alerted me that you attempted to send me e-mail but I missed it so it probably bounced back to you. I was expecting that you, Greg, or whomever would just rectify the situation so we could be done with it. However, if you have critical information you need to make me aware of it's only fair for you to be able to deliver it. I would much rather this situation end cleanly.

----------------------------------------------------------
2/15/2006
Anthony @ Mauro Response:

Yep...Greg took care of your credit since the springs are going to be on backorder for a while. My apologies for that, but we had a hard time finding Amanda's credit card info since it gets deleted after 30 days. I contacted my merchant account and we were able to get it.

----------------------------------------------------------
2/15/2006
My response:

Anthony,

Thank you for handling this, and even more, for the explanation. That's all I wanted.

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3/9/2006

Guess what? Observe the date. We have still not received the refund. I don't know a single person that wouldn't be pissed off by this point.

Iím done talking to them about this via email. The length of this correspondence is ridiculous.

Hopefully VISA will have better luck rectifying this situation. It's sad that it's come to this.
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