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Old 03-24-2011, 12:53 PM   #476
ericsson
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Dear NP,

After reading the positive feedback from other members about excellent service and a great product, I decided to place an order last week on Friday.

I wasn't excited to find out later that Friday I was double charged due to a glitch with the website. But that issue has been resolved as of Wednesday - thanks!

I was told over the phone Friday evening of last week that the axle back would probably be shipped on Monday.

Monday came... Didn't hear anything about shipment from NP.. Tuesday came, still no word of shipment.. Then I decided to follow up with a call Tuesday evening, no one answered.. I didnít leave a voicemail because I thought maybe they were busy. So I decided to wait until Wednesday.. Wednesday and still nothing from NP, so I decided to send a message thru NP's web page. Wednesday evening I got a reply back stating "it ships today". So now is Thursday and I haven't received any shipping info or tracking #s.

I've asked other members how long it took for them to receive their packages and if they got tracking numbers. Someone living outside the U.S. said it took 5 days and he received a tracking number.

So I'm wondering why am I not getting the "excellent" customer service others have gotten?
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Old 03-24-2011, 01:07 PM   #477
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Quote:
Originally Posted by ericsson View Post
Dear NP,

After reading the positive feedback from other members about excellent service and a great product, I decided to place an order last week on Friday.

I wasn't excited to find out later that Friday I was double charged due to a glitch with the website. But that issue has been resolved as of Wednesday - thanks!

I was told over the phone Friday evening of last week that the axle back would probably be shipped on Monday.

Monday came... Didn't hear anything about shipment from NP.. Tuesday came, still no word of shipment.. Then I decided to follow up with a call Tuesday evening, no one answered.. I didn’t leave a voicemail because I thought maybe they were busy. So I decided to wait until Wednesday.. Wednesday and still nothing from NP, so I decided to send a message thru NP's web page. Wednesday evening I got a reply back stating "it ships today". So now is Thursday and I haven't received any shipping info or tracking #s.

I've asked other members how long it took for them to receive their packages and if they got tracking numbers. Someone living outside the U.S. said it took 5 days and he received a tracking number.

So I'm wondering why am I not getting the "excellent" customer service others have gotten?
I ordered mine on March 4 and was told it would probably ship the following Wednesday (March 9). March 16 rolled around and I had not heard anything so I sent them an email and got a response that their main fabricator had been gone March 11-16 so they were running behind but it would ship the next day (March 17). Thought this was a little odd since it was supposed to ship before he was gone anyways, but I realize they are a small, busy company, so I said so be it. Well here it is on the 24th and I have yet to receive a shipment notification or update or anything. If I don't have a shipment notification by tomorrow I'll call em again and see what's up.

EDIT: I just received a tracking number for my order. I'm still somewhat disappointed that it took 18 days before the exhaust shipped, but I understand this is a small company, and when one person is gone it can disrupt the entire process. Hopefully Nameless uses this experience to improve service in the future as they state below. I'm hoping to have pics and video sometime this weekend!

Last edited by cheezmunky; 03-24-2011 at 03:23 PM.
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Old 03-24-2011, 01:13 PM   #478
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Quote:
Originally Posted by cheezmunky View Post
I ordered mine on March 4 and was told it would probably ship the following Wednesday (March 9). March 16 rolled around and I had not heard anything so I sent them an email and got a response that their main fabricator had been gone March 11-16 so they were running behind but it would ship the next day (March 17). Thought this was a little odd since it was supposed to ship before he was gone anyways, but I realize they are a small, busy company, so I said so be it. Well here it is on the 24th and I have yet to receive a shipment notification or update or anything. If I don't have a shipment notification by tomorrow I'll call em again and see what's up.
ouchies..
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Old 03-24-2011, 01:40 PM   #479
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This sounds eerily familiar with a certain "Honda header Randy (RMF)" situation.At least I hope not.
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Old 03-24-2011, 01:51 PM   #480
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Old 03-24-2011, 02:19 PM   #481
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So I put a cheaper on my mid pipe finally. Most of you know that it was raspy as he'll with straight pipes.


For those of you who don't know I had a Catless DP and no res. I had it.installed today at Joe Schmo muffler.



Thoughts? Night and day. It has a nice smooth tone and I can talk to people on my bluetooth today without yelling. It is way smoother and doesn't sound like a car accident. All the sound has moved from in the cabin to outside.

Videos to follow.
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Old 03-24-2011, 02:26 PM   #482
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Quote:
Originally Posted by Vectors2Final View Post
So I put a cheaper on my mid pipe finally. Most of you know that it was raspy as he'll with straight pipes.


For those of you who don't know I had a Catless DP and no res. I had it.installed today at Joe Schmo muffler.



Thoughts? Night and day. It has a nice smooth tone and I can talk to people on my bluetooth today without yelling. It is way smoother and doesn't sound like a car accident. All the sound has moved from in the cabin to outside.

Videos to follow.
Video's please
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Old 03-24-2011, 02:39 PM   #483
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Delays. Yup. We have had quite a few. And I'm damn embarassed about it. Rather than make any excuses about it here I figured I'd let you all know what our new process is for processing orders and communicating with our customers. Starts right now and it will be followed to the T from here on out.

When your order is placed you receive an order confirmation via email. We receive notice of your order via email. We use that data to generate an invoice and UPS shipping label and a work order. <new step: we email you details on the tracking number that has been assigned to your order. if we have any knowledge of backorder or details that may effect the 3 day turnaround time goal for all of our products, we will provide it for you at this time>. The Work order is then put into our system for fabrication and parts are built, prepped and go through quality control for weld inspection and fit test to our fixture.

The finished product along with its accompanying work order is taken to our shipping area and the package is then packed up. Work order gets marked with build date, fabricators name, qc persons name and shipping date/method and filed. <new step: email sent to customer indicating that the tracking number will go live when the package is picked up that day>

I think this process will provide more prompt information to our customers from the minute they place their order.

It is our goal to get our production capacity to have parts ship in 1-3 days from the time the order is placed.

To clarify details again on why we have been backed up: our lead fabricator was out for over a week in the last two weeks which put us firmly behind the eight ball on getting products shipped. To remedy this for the future we brought on two more welders to help alleviate production slowdowns. We are doing our very best to juggle three things: Building more products for the vehicles and models that we are currently not supporting, completing production for our existing orders and improving our business constantly so that we can grow without causing headaches like this for our customers.

Each of the people who posted in this thread regarding not knowing where their parts are have had their parts shipped and are in transit, btw. Tracking numbers have been sent and as soon as I hit send on this post I'm going to go send tracking numbers to every outstanding customer with an undelivered order as well as placing a call to formally apologize for any delays.

Jason
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Old 03-24-2011, 02:42 PM   #484
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Old 03-24-2011, 02:49 PM   #485
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Quote:
Originally Posted by rage-wrx View Post
This is all good.But what about orders that have already been placed like mine.When do or do we ever get tracking numbers?
Last line of the post.

Quote:
as soon as I hit send on this post I'm going to go send tracking numbers to every outstanding customer with an undelivered order as well as placing a call to formally apologize for any delays.
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Old 03-24-2011, 02:49 PM   #486
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An update to my earlier post... I received an email from NP with the tracking for my shipment. Now I'm a happy camper I'm greatful for NP's fast response, and I'm glad to see new procedures are being put in place to improve communication between NP and cutomers
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Old 03-24-2011, 02:54 PM   #487
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I rescind my earlier posts.Thank you NP
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Old 03-24-2011, 02:54 PM   #488
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Originally Posted by NamelessPerformance View Post

Gotta use what you can find a lot of times. Not like we're going to make our own mufflers at this stage of the game. Later on probably, and for weird applications like Porsche 911 race cars we are planning some conical designs that aren't available off the shelf but were employed throughout the factory race team careers.

Jason
No need to reinvent the wheel. Same thing as making a downpipe with a cat: you're not going to make your own cat when one that meets your specs is already available. All that unneeded R&D just increases overhead unnecessarily.

If you do end up doing production for the GD, are we talking the same kind of muffler-less stuff, or something along the lines of the hatch exhaust you already have available? Feel free to PM if that's preferable.

Sidenote: nice 4" DP.
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Old 03-24-2011, 03:09 PM   #489
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Oh we are going to be making our own catalytic converters. Just not mufflers.

As for the GD stuff, we will have to take a look at it when one gets here, but we'll probably do either a long tube mufflerless rear section with a good resonator or a short resonator with a long offset/straight muffler for a nice low tone. Just depends on what options we see. And rest assured we have no aversion to making 2-3 entirely different exhaust systems for a car if each achieve a goal that a different segment of the market wants.

Back to the delays, seriously, not acceptable on our part. I know that people are quick to say they're happy after they have got the info they want, but really we f'd up on this one and have every intention to change the way we do business to ensure that it doesn't happen again. Our team is going to have a discussion tonight about ways that we can improve communication with our customers. If we need to put a phone at every station in our shop so that anyone can answer, we'll do that. If we need to set up Google Voice to chase calls from one line to the next, we'll do that too. I know we have already implemented a few major changes to our inventory tracking process and we are building out some facilities to make more so that we can always have a smooth transition of parts in the bins.

Sidenote: Glad you saw that. Can't wait to test it out. Still have a lot of sensor bungs and such to attach into it (5 pressure transducers, 2 thermocouples, O2 sensor bungs). We'll see how it works out! And we have a CAN controlled VGT Holset on the way into our shop soon so 3" is not going to be an option on that and this gave us a headstart.

Jason
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Old 03-24-2011, 03:14 PM   #490
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I rescind my earlier posts.Thank you NP
No need. Leave 'em up. We have to be held accountable for our business just like anyone else does.

Still bummed that you guys were

That makes me and I'd prefer to be

I have a few more tracking number to send. Bye!
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Old 03-24-2011, 03:23 PM   #491
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Another Update: I just received a tracking number for my order. I'm still somewhat disappointed that it took 18 days before the exhaust shipped, but I understand this is a small company, and when one person is gone it can disrupt the entire process. Hopefully Nameless uses this experience to improve service in the future as they state above. I'm hoping to have pics and video sometime this weekend!
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Old 03-24-2011, 03:29 PM   #492
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Originally Posted by NamelessPerformance View Post
Sidenote: Glad you saw that. Can't wait to test it out. Still have a lot of sensor bungs and such to attach into it (5 pressure transducers, 2 thermocouples, O2 sensor bungs). We'll see how it works out! And we have a CAN controlled VGT Holset on the way into our shop soon so 3" is not going to be an option on that and this gave us a headstart.

Jason
!! 4" is REAL loud though... but I absolutely love the true divorced WG. Keep on keeping on!
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Old 03-24-2011, 04:07 PM   #493
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We will be doing a 3" divorced also. ;-)Wastegate pipe design will also be swappable for up pipe with EWG.
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Old 03-24-2011, 04:26 PM   #494
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Jason,

Is it wrong of me to assume that to have a very good fitting GR hatchback exhaust we'd have to buy your to-be-released catback? (Based on your write up and others saying that the axlebacks don't fit well).

Part of the confusion here, for me at least, is the mix of sedan and hatch owners in this thread. Since this has been moved anyway, why not make a couple more focused threads? Just a suggestion.

And again, I can't justify placing an order without seeing fitment pictures on a hatch. Please post pics soon someone!! I would have expected Nameless to do this before releasing a product tho... not hating, I think we now understand you are a small crew doing big things, just polish up your current products before moving full steam ahead onto new things
NP, thanks for following up with people's concerns. Can you address my quoted concerns (primarily fitment on the hatch)? I keep forgetting to call, its just easier to jump onto NASIOC when I get time.
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Old 03-24-2011, 04:31 PM   #495
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We will be doing a 3" divorced also. ;-)Wastegate pipe design will also be swappable for up pipe with EWG.
Sounds interesting! Very cool!
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Old 03-24-2011, 08:31 PM   #496
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Stand-up business, love it...
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Old 03-24-2011, 09:21 PM   #497
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FinallyFI, can you take more pictures of the inlet side?
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Old 03-24-2011, 10:24 PM   #498
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NP, thanks for following up with people's concerns. Can you address my quoted concerns (primarily fitment on the hatch)? I keep forgetting to call, its just easier to jump onto NASIOC when I get time.
I think Ryan (FinallyFI) and some of the others can speak to their experience in terms of fitment. His looked great in the photos to me. They have been fitting fine for us here just something that we noticed can be difficult to adjust if you don't have the flange aligned properly. Worst case scenario, you may have to offset the flange (just by shifting it slightly prior to tightening the bolts) to get the tips absolutely perfect. But the main issue is that without a flex in the factory midpipe, the angle of the flange greatly impacts the overall fit of the system, specifically on the passenger side.

The benefit of our midpipe design for the hatch is that it has the flex coupling after the jog in the midpipe which allows the flange to adjust to the axleback location to provide good fitment and overall flexibility in the system. It's a benefit, but not a requirement to get proper fit.

And you're completely right on the thread confusion. I'll probably start a new hatch and midpipe thread as soon as we get the midpipe finish welded out and photos taken to post up.

Ah, and photos of the hatch. I need to get some taken of the latest set that John is building tonight. Stuff has been flying out of here. I had the last one set aside to photograph and someone packed it up. :-)

Here are some of the prototype on the car with the blacked out rear section:





And some of the new dual 3.5" single wall design:



Jason
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Last edited by NamelessPerformance; 03-25-2011 at 01:13 AM.
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Old 03-25-2011, 01:15 AM   #499
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Here is a quick pic of it installed on my hatch. The fitment is nearly perfect, if not. After wrestling it for a few mins I was able to get both driver and passenger side pipes to line up. In regards to the delay of shipments, I wanted to add that I pre-ordered the exhaust, I believe I was #2 on the list and waited I think around 10 days after it was suppose to ship. Jason was very upfront with me about the delays and kept me up to date. He didn't try to BS me or make up excuses to why it was taking so long, just told me straight up. These guys run a small shop with a slim crew and when one supplier/part is delayed it can be devastating for business (in my case they were waiting for custom boxes and the main fabricator was out of the shop). Ill be looking forward to doing more business with these guys when more products are released!

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Old 03-25-2011, 01:20 AM   #500
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FinallyFI, can you take more pictures of the inlet side?
Ill try to snap some pics tomorrow if the rain lets up, i dont have a garage and its been pouring non stop. The exhaust is already installed so the pics might not be too clear, but I'll try my best.
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