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Old 06-18-2002, 02:46 PM   #1
EdsWRX
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Member Sales Rating: (16)
 
Member#: 13881
Join Date: Jan 2002
Chapter/Region: MAIC
Location: Pittsburgh/West Lafayette
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08 spec b
07 335xi

Angry MotorMatrix: Customer Service????

I've been trying to order a set of flat black or gunmetal subzeros for the past week in order to have everything ready for my road trip all along the east coast. Well the one thing I need most was wheels, I've had new tires waiting for 17"s and my stock RE92's are about shot. I placed an order online at MotorMatrix.com :monkey: and even called the next day to make sure everything was fine. I was told that they didn't have flat black in stock or the Blitz NurSpec , instead I ordered the Tanabe Racing Meddalion but they would call me back within an hour to let me know if they could get the rims for me because I stressed to them that I was in a hurry. This was Thurs. Morning. Not a single call all day. The next morning I called and asked about the rims and exhaust and he said that the exhaust had shipped, but noone had flat black, he did say one of the other stores they deal with did have gunmetal, I said right away that I would take them, again the representative from motormatrix said that they had to make sure and that he would call me back right away, its been 4 days and still no word. I called Monday morning, closed on monday, I called just 10 minutes ago, again no answer. I really hate it when people tell you they can do something and they never come through with it. I would have at least appreciated a phone call or an email to let me know that I couldn;t get what I wanted in time, instead I get no way of knowing if anything was even shipped to me. I'm sorry but because of this I don't think I will ever order from this company again, nor will I recomend them to anyone. I believe companies are represented by its employees, and especially its customer service. There are many other companies, tuning shops or even smalled internet based vendors that I have heard nothing but good things of. I guess this is just a very frustrated rant. But, I know have only 3 days to find the rims I want and have them arrive at my home before I leave from a 2000 mile roadtrip this Fri. THe reason I am in such a rush is because I have a family obligation in Long Island, NY, Sat 5PM. Which means I have to leave State College, PA by at latest Sat Early Morning. I know I should have planned this earlier but I didn't think I would have to wasted 5 days like this. Oh well, who's looking to unnload some black, gunmetal, or anthracite 17"s my way

Time to go work out some of this extra hostility
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Old 06-20-2002, 01:11 PM   #2
MotorMatrix
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Member#: 15674
Join Date: Feb 2002
Location: So. FL
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I apologize for not being able to get the wheels. You were insistent that they be black until i told you I couldnt get a hold of a black set. I then asked if you would accept another color and i would work on getting those for you but am having trouble getting them also in the size you are looking for. Your tanabe exhaust and hangers all shipped same day because of your sense of urgency. I apologize again for the delay on getting the wheels. Maybe there is another vendor that has them in stock. Feel free to order them as we do not charge you for items that have not shipped.
Mike
www.MotorMatrix.com
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Old 06-28-2002, 02:03 AM   #3
KurleeDaddeeWRX
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White

Thumbs up Mike At MotorMatrix!!!

Mike went out of his way to include both gaskets with the Godspeed uppipe in one deal. And the uppipe was shipped out right away.
Thanks bro.
Kurlee Daddee
(THE ORIGINAL)
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Old 06-28-2002, 07:24 PM   #4
MotorMatrix
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Location: So. FL
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Thanks Kurlee Daddee!! Ill be an I-club Vendor on Monday the 1st finally!! I have a ton of in stock items and cant wait to blow them all out!!
Mike
www.SubaruPower.com
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Old 06-28-2002, 07:44 PM   #5
1GR8WRX
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Location: Chicago
Default Re: MotorMatrix: Customer Service????

EdsWRX,

Unfortunately, I have to agree with you. I tried to order the UK300 headlights from motormatrix. My credit card was charged immediately (assuming it's automatic), and Mike sent me an email the next day saying they were on their way and, because they were shipping from the UK, it would take 5-7 days to get them. After waiting for 10 days, I sent an email and again got an immediate reply. Mike was always good about replying right away, but the information I received was false: "They shipped out on... I'll get you a tracking number..." After 20 days and no headlights or tracking number, I emailed Mike and asked for the order to be cancelled. I never received a reply and eventually had to call up my credit card company to reverse the charge.

I don't care how much they "have in stock and need to get out the door". I'm not going to deal with a vendor that lies.

-1GR8WRX
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Old 07-01-2002, 01:05 PM   #6
MotorMatrix
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I apologize about the problem with the headlights. Ill be 100% honest with you. You were the very first order that MotorMatrix received. we ordered the headlights to be shipped fromt he UK but they were delayed. We were also getting the run around and apologize for passing the same to you. We are now in a storefront location with a ton of inventory so we can control things a little better. We did eventually credit your card. If you will give us another try I will hook you up with any instock item at our cost. Give me a call. ask for mike .9549700202
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Old 07-02-2002, 11:38 PM   #7
tranjo
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Location: Holden, MA
Vehicle:
2002 Rex cobb tuned
WRB

Thumbs down motormatrix

http://www.subarupower.com/index.html
Sorry but there prices are out of control, seem to be very greedy.
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Old 07-04-2002, 10:58 AM   #8
KD7000
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Location: Central MA
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2004 Honda Pilot

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Just out of curiosity, did you actually buy something from them? Are you dissatisfied with their service or their product?

Just wondering, because it doesn't seem particularly useful to post a complaint about someone's prices. I'd suggest that if you can't afford it, or don't like the $ tag, then don't buy. It doesn't seem to be an issue worthy of a thumbs-down.

Perhaps you could call 'em up and ask if they'll price match...

Note: I have no association or experience with Subarupower.com.
-Brian

Last edited by KD7000; 07-04-2002 at 11:03 AM.
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Old 07-08-2002, 07:51 PM   #9
jblaine
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Chapter/Region: South East
Location: St. Pete, FL
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stage-infinity.com

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tranjo, it says right on their website that they price match. It's been there for awhile.
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Old 07-11-2002, 03:05 PM   #10
norseone
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Chapter/Region: MAIC
Location: Annapolis MD
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My dealing with motormatrix:

I won an auction on Ebay for some carbon fiber blinker covers. I emailed him multiple times and got NO response. So I left a negative feedback saying that he never responded to my emails.

However, one month later he replies saying "We can still sell you a set for the price you bid." A little late buddy. Then he has the nerve to say that I never emailed him.

He chooses when and when not to respond to emails.

-NORSE
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Old 07-11-2002, 03:15 PM   #11
MotorMatrix
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Location: So. FL
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I apologize, like i said I could sell you a set that i have in stock right away. I never got an email from you and you never called the shop at all. I assumed you were a non paying bidder. I usually dont chase around peopl eon ebay if they dont respond. Again I apologize.
MIke
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Old 07-11-2002, 07:08 PM   #12
norseone
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Quote:
Originally posted by MotorMatrix
I apologize, like i said I could sell you a set that i have in stock right away. I never got an email from you and you never called the shop at all. I assumed you were a non paying bidder. I usually dont chase around peopl eon ebay if they dont respond. Again I apologize.
MIke
Apology accepted. I wish all vendors on I-club were this easy to resolve issues with.

-NORSE
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Old 07-13-2002, 02:07 PM   #13
gabewrx
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Location: florida
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04 EVO!!!!
white i think!

Thumbs up motormatrix!

well i think all of you that are having some minor problems with motormatrix are wrong , his a good guy to work with ,he will try to do anything to keep a good customer but you guys have to remember too..
not that many stores will have a set of uk300 headlights in "STOCK" if the uk doesn`t have`em or they are on back order all he can do is wait ... also can`t keep in stock 3 sets of lights! or dash clusters in the shop! thats crazy! way to much money to sit on a counter!
i think that mike will do the best to please you ..

also the rims, he has to deal with other shop or distributors to get parts .. so if they don`t have them right away is not his fault! but his trying to find where can ge get them for ya!...

i think he is doing the best he can! and please don`t be so hard on the guy!.......


after all he is the one moving his ass for us!
gabe.
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Old 07-26-2002, 08:51 PM   #14
Dave99
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Vehicle:
2002 WRX
Silver

Default

In the last two pages of vendor reviews, I've seen 3 nasty posts against Motormatrix. That's enough. I'm deleting them from my favorites link.

When will you vendors ever learn that the customer is always number 1? For the prices we pay on aftermarket goods, you should know we demand more. A good reputation does not come for free.

Dave.
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Old 07-26-2002, 10:04 PM   #15
clamdip
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i would have to agree with Gabewrx on this one. that's right, although the products are having trouble getting to you guys, at least the vendor is trying his best to keep you guys satisfied. now, if this sort of thing happens again, well i say, three strikes and you're out. it's understandable that customer service is number one, however, think about how much orders and customers the vendor has to deal with daily. yeah, a lot. so like i said, if you get screwed once or twice even, and it seems that the vendor isn't doing anything about it, trying to work things out or even giving some sort of compensation, then i say screw them. a good example is vividracing, they suck. they're the worst company to deal with, i know this for a fact.
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Old 08-03-2002, 02:36 AM   #16
MJU1983
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Location: Saint Louis, MO
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05 Vette & 05 STi (sold)

Thumbs down

Quote:
Originally posted by Dave99
In the last two pages of vendor reviews, I've seen 3 nasty posts against Motormatrix. That's enough. I'm deleting them from my favorites link.

When will you vendors ever learn that the customer is always number 1? For the prices we pay on aftermarket goods, you should know we demand more. A good reputation does not come for free.

Dave.
i hear that....

eh... what a deal

i called (7/18/02) and placed an order by phone or so i thought... first, they dont take american express... so i said 'email me' an invoice and ill use paypal.... 'he' says ok and then i dont get an email... so i call back (7/21/02) in a couple days and give him the exact same info i did 2 or 3 days prior.. this time i do receive an email/invoice. I paypal the money to him, and also sending him an email requesting an ETA on the parts... no reply, i emailed two more times, no reply. I called and say that i see u are advertising parts as 'instock' on vendor forums.. where are mine at? well he says .. he needs to get my payment info.. OK, since i already paypal'd it and emailed twice.. good thing i called i guess? So i say i NEED my uppipe and gaskets by FRIDAY (8/2/02) so i can install them on sat/sun.. my only days off---which i get maybe once a month.. 'no prob' he says, altho the samco hoses are stiill out of stock... so i am excited when my package arrives via UPS... i look and notice.. hey i have a lovely new uppipe but NO gaskets... i was HELLA pissed off... cause this means i cannot install it for some time... so i email, he says 'ill take off $20 and ship em out'… he also pretty much said it was my fault I didn’t get the gaskets cause I didn’t include them in my paypal subject line.. lol like he didn’t send me an invoice…and I didn’t have to call him to ship my order out… lets face it---> $20 bucks and gaskets received maybe monday doesnt help me one bit.. i replied and said he must be joking... cause since i placed my order i have 'seen' the exact same parts for ~$50 less than what i paid.. so for inconvenience and waiting ~2 weeks or so and get bad service, he still makes 30 more that what others who are selling instock items would.. we exchanged some emails, i made my points clear and sometimes rude... but he said the following:"You did not overpay. You paid the price of the parts at that time." WOW, i paid for prices from 2 weeks ago.. i guess thats an eternity in the aftermarket parts business... and the price thing WOULD NOT have been an issue if i got my order right.. basically he said 'sorry.' and thats about it.. i ended up saying im sending this pipe back, canceling my order and i wont be ordering from u again...

just thought i would vent and share all the facts of my issue with them... and its a small item, just imagine what it will be like when dealing with an order in the thousands of dollars range...

like vividracing part II down in Florida..

:monkey: to them.. customers are #1, *not* 'sorry thats the way it is.'

-Mike

Last edited by MJU1983; 08-04-2002 at 03:15 PM.
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Old 08-05-2002, 01:03 AM   #17
mightbewrx
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Location: Milwaukee, WI
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2004 Impreza WRX-STi
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I'm sorry to hear about your issue with MotorMAtrix. I order an uppipe and turboxs turboback on Tuesday and got it on Friday. I just installed it today. I had very good customer service and they get 2 thumbs up from me. I'm not sure what you paid for your uppipe, but I got mine with the gaskets for a very good price.

Dennis
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Old 08-05-2002, 06:30 PM   #18
kdawg
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Location: Fremont, CA
Vehicle:
2002 Honda S2000
Silver

Thumbs up

I ordered from MotorMatrix last week. I ordered the TurboXs turboback and M2 uppipe. Mike was very helpful. I asked him if I can order the turboback from him and pick it up directly from TurboXS since I live in Maryland. He set that up in 2 hrs! So I got my exaust same day. This week he also refunded me shipping costs since I picked it up. Soon, he's gonna give me the tracking number for the uppipe. Overall, I give 5 stars. I think he's worthy of a good rep.
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Old 08-07-2002, 01:07 PM   #19
mizar
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Location: NW Indiana
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1820 makes my area tingle

Default

Just got a set of carbon sti blinker covers from Mike.

Talk about painless.. the only thing that was painful was that wicked glue smell on the covers.. i damn near accidently huffed myself stupid.

Well packaged and quick responses, will definitley do business again...
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Old 08-07-2002, 04:45 PM   #20
Matty
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Location: Hood River ..Oregon
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2008 LGT
black

Default Motormatrix warning.....

I"ve posted this some other places , so if you've already read it sorry...but this is a warning ...
I bought product via e-bay from Motormatrix back on June 20th...Motormatrix recieved my paypal payment within one day (they even gave me positive feedback)...I waited a month for shipment and never recieved it..So I started calling and E-mailing ...after a week of not getting any return calls or e-mails I research Motormatrix, and get hold of these guys Fathers on his cell phone..turns out he is financing them and appologizes for the delay and promises shipment that day...July 23rd..I wait till August 2nd..Nothing...I call Motormatrix and actually talk to a human for the first time in 15 tries over two weeks...he tells me it shipped on the 26th of July...here it is August 7th..and still nothing...So...if you purchase from them good luck....
P.S. If they do ever get me the item..I will tell people...Like I said..I've tried very hard to get them to follow through...
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Old 08-07-2002, 05:11 PM   #21
Jimmy S.
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ive had no problems with them, they seem to be nice and shipped my stuff right on time...



-SF
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Old 08-07-2002, 05:15 PM   #22
Matty
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Location: Hood River ..Oregon
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2008 LGT
black

Default I've seen other posts that were positive too

But what can I say.. I've called them over and over leaving messages...as well as E-mails and not once have they called me...And i still don't have the item....
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Old 08-07-2002, 05:16 PM   #23
Jimmy S.
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do you have a tracking number?

-SF
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Old 08-07-2002, 05:24 PM   #24
djerickd
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Location: Tampa B*tch!
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02 WRX WFC#040
Clean on 19's

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I had a scare with Mike when I bought his used M2 exhaust, I e-mailed and e-mailed to verify if it had shipped or not, turns out he was on a cruise I recieved the exhaust as promised, so maybe he's on a cruise?

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Old 08-07-2002, 05:25 PM   #25
Jimmy S.
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Location: www.ftwracing.net
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Quote:
Originally posted by djerickd
I had a scare with Mike when I bought his used M2 exhaust, I e-mailed and e-mailed to verify if it had shipped or not, turns out he was on a cruise I recieved the exhaust as promised, so maybe he's on a cruise?


hahahahahahah

-SF
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