Poor Customer Service

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^lol
 
Cperry said:
Other Comments from reading through this thread.
1. the reason for wholesale..... Wholesaler deals with professional resalers and not the consumer, this saves time in transaction, limited technical support and high volume therefore the cost can come down on the product. This surely has not been a wholesale.... sale.
2. As stated in this thread installer passed wholesale price onto consumer, and discounted the labor, this is not advised you should make money on parts and labor b/c if there is an issue with the part/service you have room to recover. And at least hopefully break even.
3. I will test my product knowledge with anyone in the country professional or internet poster, on Drivetrain products and brands we sell and even some we don't sell, I know most of our suppliers inventory better then they do, I will also tell you the truth about what you are buying regardless of what it sounds like and buyers remorse, cost ect. as will my employees, you can take our advice for what it is worth. I will try to protect your money and time as I would my own. If I tell you that their is no difference btwn the premium gear and value gear then that is the truth, I am not saying that this is true for all ring and pinions and all ratios. I am telling you that we can order every motive gear F9-456 you want and it is going to be the same gear no matter what the box color is, same goes for f9-350, f9-370 b/c I have verified. The reason I know this is b/c we don't dropship that often most everything we sell passes through our hands, we also install all the products we carry and if their is an issue we correct it by offering different products so that retail customers and shops don't experience the same problem and we advise on such.

4. WHY WAS A MINI INSTALL KIT PURCHASED WITH A RING AND PINION FOR A REAR END THAT HAS NOT BEEN PRODUCED IN 25 YEARS!!!!!!!!

5. How do we know the gear was even installed correctly, in order to find out we have to set up the rear end for free b/c its noisy for someone elses customer?

5. Had the customer came to us for the install he would have paid more but this thread would never have been started and he would be happily driving his vehicle. One we would have installed the correct ratio by verifying, if we didn't, I would have banged my tech over the head with hammer and told him he is a professional and he has to perform like it, you better stay late to make it right. I would have thrown a jab at my supplier next time I talked to him, and next time I needed a favor I would say hey remember the mis box that totally screwed me now is the time for you to make it up to me. If the gear, although 9 inches can be noisy, was unacceptably noisy we would remove the gear, source a different one until all possibilities were exhausted at which point we would tell the customer that was the best we could do. The rearend is set up correctly and we can not source a quiet gear, we will warranty it against any type of failure but cant get the noise out. At no point would I ever consider thinking that any supplier was going to pay me or do anything for free. We are the point of contact and it is our responsibility to insure the customer is happy.

6. We will rebuild over 2000 rearends this year, and we have built close to 8,000 since East Coast Gear Supply was started, we will sell the exact same part that we install or at least recommend it. Those parts will be the best quality parts at the best price possible. To date we have installed 1 noisy F8.8 gear removed from stock, 1 GM8.5-456 gear burned up second gear same brand also burned up, 2nd brand installed no issue bad heat treat removed bad brand from stock notified manufacturer, 1 F9-350 gear noisy removed from stock attempted to source good could not installed used gear no issue, 1 C9.25-355 noisy removed from stock, So out of 8,000 some odd rearends we have had 5 or 6 issue with ring gear products, yet we continually get calls this is noisy this is broken. How are we as company to always assume that the product is bad though we install it daily and don't have issues. ( I am not saying this F9 gear was not inherently noisy, I am not saying it was set up wrong, I am just saying I am not the manufacturer and I have not had problems, we installed a 4.88 same brand for a customer a few months ago it was quiet and he drove back to VA on it with no issue)

7. A while back I purchased 6 ballasts for our fluorescent lights in the shop from lowes. I installed them and 2 of the 6 were bad out the box verified by installing the known good ones and the lights worked. Now did I take them back to lowes and say these are no good, here is my bill for the install. You need to replace the product with a better one and pay me the labor, or here is my electricians bill, I sourced the parts and he installed but they are faulty so you have to pay him. Or in this case my electrician bought these ballasts from you and he installed but they are bad, here is his bill and you need to send one of your employees over to install and they need to work, and i want the best brand no matter what I paid and what they cost.

8. What have we done to offer the best customer service we can, We reshipped free of charge the correct ratio gear, and also provided a new crush sleeve and pinion seal free, we offered to refund the gear, we offered to send any gear manufacturer gear they wanted but could not guarantee it would be quiet............ past this since this was not acceptable b/c we were not told what gear they wanted. I called Yukon and made them verify from records any gear set that they believed was actually quiet. So I ordered supposedly a US GEAR not a usa standard gear that is in a yukon box. I will then verify that this is actually the gear in the box before shipping. I paid $80 dollars more than the sale price of the original motive gear which i think the customer should pay but I will eat that to make sure everyone is happy. But should i then also have to pay to have one of my installers install it.


9.We can turn this into poll if in order for us to maintain our high level of customer satisfaction and if people think we are in the wrong, we will set the gear up and stand behind it free of charge. However if this continues to happen ECGS will not be around much longer b/c we will be paying for everyone's mistakes the suppliers we buy from and anyone installing our products, If it is not right then hey we will just pay all the costs involved and install it to make sure everything is good for free, all b/c we put it in a box. You want a guarantee bring your rear end here Ill warranty it parts and labor for 5 years on a any new parts we install, this is the best warranty in the country and the reason is I stand behind the products we sell and the service we provide.

Respectfully, Chase Perry
Click to expand...


/ the end/
 
Cperry said:
Other Comments from reading through this thread.
1. the reason for wholesale..... Wholesaler deals with professional resalers and not the consumer, this saves time in transaction, limited technical support and high volume therefore the cost can come down on the product. This surely has not been a wholesale.... sale.
2. As stated in this thread installer passed wholesale price onto consumer, and discounted the labor, this is not advised you should make money on parts and labor b/c if there is an issue with the part/service you have room to recover. And at least hopefully break even.
3. I will test my product knowledge with anyone in the country professional or internet poster, on Drivetrain products and brands we sell and even some we don't sell, I know most of our suppliers inventory better then they do, I will also tell you the truth about what you are buying regardless of what it sounds like and buyers remorse, cost ect. as will my employees, you can take our advice for what it is worth. I will try to protect your money and time as I would my own. If I tell you that their is no difference btwn the premium gear and value gear then that is the truth, I am not saying that this is true for all ring and pinions and all ratios. I am telling you that we can order every motive gear F9-456 you want and it is going to be the same gear no matter what the box color is, same goes for f9-350, f9-370 b/c I have verified. The reason I know this is b/c we don't dropship that often most everything we sell passes through our hands, we also install all the products we carry and if their is an issue we correct it by offering different products so that retail customers and shops don't experience the same problem and we advise on such.

4. WHY WAS A MINI INSTALL KIT PURCHASED WITH A RING AND PINION FOR A REAR END THAT HAS NOT BEEN PRODUCED IN 25 YEARS!!!!!!!!

5. How do we know the gear was even installed correctly, in order to find out we have to set up the rear end for free b/c its noisy for someone elses customer?

5. Had the customer came to us for the install he would have paid more but this thread would never have been started and he would be happily driving his vehicle. One we would have installed the correct ratio by verifying, if we didn't, I would have banged my tech over the head with hammer and told him he is a professional and he has to perform like it, you better stay late to make it right. I would have thrown a jab at my supplier next time I talked to him, and next time I needed a favor I would say hey remember the mis box that totally screwed me now is the time for you to make it up to me. If the gear, although 9 inches can be noisy, was unacceptably noisy we would remove the gear, source a different one until all possibilities were exhausted at which point we would tell the customer that was the best we could do. The rearend is set up correctly and we can not source a quiet gear, we will warranty it against any type of failure but cant get the noise out. At no point would I ever consider thinking that any supplier was going to pay me or do anything for free. We are the point of contact and it is our responsibility to insure the customer is happy.

6. We will rebuild over 2000 rearends this year, and we have built close to 8,000 since East Coast Gear Supply was started, we will sell the exact same part that we install or at least recommend it. Those parts will be the best quality parts at the best price possible. To date we have installed 1 noisy F8.8 gear removed from stock, 1 GM8.5-456 gear burned up second gear same brand also burned up, 2nd brand installed no issue bad heat treat removed bad brand from stock notified manufacturer, 1 F9-350 gear noisy removed from stock attempted to source good could not installed used gear no issue, 1 C9.25-355 noisy removed from stock, So out of 8,000 some odd rearends we have had 5 or 6 issue with ring gear products, yet we continually get calls this is noisy this is broken. How are we as company to always assume that the product is bad though we install it daily and don't have issues. ( I am not saying this F9 gear was not inherently noisy, I am not saying it was set up wrong, I am just saying I am not the manufacturer and I have not had problems, we installed a 4.88 same brand for a customer a few months ago it was quiet and he drove back to VA on it with no issue)

7. A while back I purchased 6 ballasts for our fluorescent lights in the shop from lowes. I installed them and 2 of the 6 were bad out the box verified by installing the known good ones and the lights worked. Now did I take them back to lowes and say these are no good, here is my bill for the install. You need to replace the product with a better one and pay me the labor, or here is my electricians bill, I sourced the parts and he installed but they are faulty so you have to pay him. Or in this case my electrician bought these ballasts from you and he installed but they are bad, here is his bill and you need to send one of your employees over to install and they need to work, and i want the best brand no matter what I paid and what they cost.

8. What have we done to offer the best customer service we can, We reshipped free of charge the correct ratio gear, and also provided a new crush sleeve and pinion seal free, we offered to refund the gear, we offered to send any gear manufacturer gear they wanted but could not guarantee it would be quiet............ past this since this was not acceptable b/c we were not told what gear they wanted. I called Yukon and made them verify from records any gear set that they believed was actually quiet. So I ordered supposedly a US GEAR not a usa standard gear that is in a yukon box. I will then verify that this is actually the gear in the box before shipping. I paid $80 dollars more than the sale price of the original motive gear which i think the customer should pay but I will eat that to make sure everyone is happy. But should i then also have to pay to have one of my installers install it.


9.We can turn this into poll if in order for us to maintain our high level of customer satisfaction and if people think we are in the wrong, we will set the gear up and stand behind it free of charge. However if this continues to happen ECGS will not be around much longer b/c we will be paying for everyone's mistakes the suppliers we buy from and anyone installing our products, If it is not right then hey we will just pay all the costs involved and install it to make sure everything is good for free, all b/c we put it in a box. You want a guarantee bring your rear end here Ill warranty it parts and labor for 5 years on a any new parts we install, this is the best warranty in the country and the reason is I stand behind the products we sell and the service we provide.

Respectfully, Chase Perry
Click to expand...

I had a couple of huge problems with my tow rig last year, I took them to ECGS without even talkin to any other companies and this is why.
 
After talking to Chase, we have a plan in place for a solution. He was going to order a new set of gears and visually inspect them once they come in. Evidently the gear set he ordered is a more expensive gear set than the one I paid for and he has covered that cost. IMO, this is above and beyond what he had to do and I appreciate that. After passing his inspection he is shipping them to my installer. We will return the black box gearset. My installer is setting up the R&P free of charge. I will assist him with the tear-down and rebuild of the axle. All of this seems like a fair solution to me. Thanks to the replies in this thread I realize asking for a free setup was unfair. That was the whole point of the thread...what would you accept as a solution? I do not feel like we are asking too much from ECGS. I simply want what I paid for. This has been a PITA for me, and it will end up costing everyone involved a little money. I don't understand why they felt the need to fight us so much for a replacement. Also, no customer whether retail or wholesale should ever be told, "shit happens". A simple apology and getting the correct gearset on the way would have made the whole situation much better. They can cuss me, their supplier or whoever after hanging up the phone all they want. After learning about all of the misboxed gear sets, I have a great idea...train the staff member that pulls the box for shipping to take 30 seconds, open it up and verify the ratio before it gets shipped out. :eek: ;) That would eliminate the problem and save the company money from having to ship the gears back and forth unnecessarily.
 
I have a great idea...train the staff member that pulls the box for shipping to take 30 seconds, open it up and verify the ratio before it gets shipped out. :eek: ;) That would eliminate the problem and save the company money from having to ship the gears back and forth unnecessarily.
Click to expand...

I think your installer should follow your advice. Verification before installation. With your reasoning Bestbuy should take every TV out of the box to measure the screen size on it before it ships out, even though it says it plainly on the outside inked out by Samsung. I didn't even know people still wanted Motive gears ... :D

Now don't get me wrong I've seen Chase mess up a simple order on some tube adapters, but I think this falls on the shoulders of your gear installer and the gear manufacturer.

Sent from my DROID BIONIC using Tapatalk
 
HANO said:
With your reasoning Bestbuy should take every TV out of the box to measure the screen size on it before it ships out, even though it says it plainly on the outside inked out by Samsung.
Click to expand...

Two completely different scenarios and not very good comparison. I've never heard of 22" TV in a 42" TV box, have you? Evidently mixing up the gears is pretty common. My idea is a fairly easy, common sense solution that could potentially solve problems and save them money. We have already established that the installer should also verify the gears prior to installing. Thanks for saying that...again. I own a small business and I inspect every thing that passes through my hands from the supplier to the final customer.
 
StrokedWJ said:
We have already established that the installer should also verify the gears prior to installing. Thanks for saying that...again.
Click to expand...

Seems like you weren't giving that particular aspect the amount of attention it needed and I just wanted to reiterate the obvious. Me personally, If I were Chase and the box was sealed by the factory and adequately labeled it would ship as is. They do way too much volume to sit and open boxes to count teeth etc. Your dead horse Im just helping to beat it .

And btw I like my tv reference. Maybe I'll check the Samsung forums for ya.

I know you'll get it sorted. Best of luck


Sent from my DROID BIONIC using Tapatalk
 
I've read this entire thread and I got say how utterly ridiculous this is.

1. installer orders gears and installs them
2. the wrong gear ratio actually rides quiet but you need correct ratio. (Btw, why would anyone engage 4wd on, assuming dry, pavement)
3. you and installer contact ECGS and they hurt your feelings but do send a new set of gears
4. unhappy with new gears because of wrong box/brand and although right ratio the new gears are noisy which is beyond ECGS's control since they did not manufacture or install the R&P
5. still unhappy, so ECGS, after explaining the one manufacture - multiple brand situation, say like... General Motors, offers to send on their dime yet another set of gears of your choice but will not guarantee noise level to your satisfaction and rightly so since they did not manufacture or install the R&P
6. now your still unhappy even though you have gotten a free upgrade to what I believe is a special order R&P from ECGS and your installer to do a free install but you want ECGS/Chase to apologize to you for the R&P factory mistake and your installer not checking the ratio before the first install.

You paid a installer to order and install your gears. It is simply the installers responsibility, not yours, to resolve any issues that may arise from the parts he ordered from his supplier.

As stated above, there should be no expectation on Chase or his employees to open any item and confirm the contents when it is clearly labeled from the factory. This wouldn't be a thread at all if your installer ordered from Amazon.com, yes they do have R&P's, because they certainly wouldn't open an item to check the ratio by counting teeth or even to make sure it wasn't just a box of rocks.

I think you have misrepresented a few things to have people hopefully lean your way. As you and others have "clarified" things along the way it has become more and more obvious that you seem to want more from Chase than may be deserved. Chase has already offered to make things right, and you still won't let it go.

Shit does happen and weather or not "shit" or "it" was said, get over it and move on, no apology should be necessary.

A little devils advocate here:

Sounds as if the installer does a lot of gear work. What if the installer inadvertently used the wrong ratio/brand etc because he picked up the wrong part?
 
Rox&Mud said:
I've read this entire thread and I got say how utterly ridiculous this is.

1. installer orders gears and installs them
2. the wrong gear ratio actually rides quiet but you need correct ratio. (Btw, why would anyone engage 4wd on, assuming dry, pavement)
3. you and installer contact ECGS and they hurt your feelings but do send a new set of gears
4. unhappy with new gears because of wrong box/brand and although right ratio the new gears are noisy which is beyond ECGS's control since they did not manufacture or install the R&P
5. still unhappy, so ECGS, after explaining the one manufacture - multiple brand situation, say like... General Motors, offers to send on their dime yet another set of gears of your choice but will not guarantee noise level to your satisfaction and rightly so since they did not manufacture or install the R&P
6. now your still unhappy even though you have gotten a free upgrade to what I believe is a special order R&P from ECGS and your installer to do a free install but you want ECGS/Chase to apologize to you for the R&P factory mistake and your installer not checking the ratio before the first install.

You paid a installer to order and install your gears. It is simply the installers responsibility, not yours, to resolve any issues that may arise from the parts he ordered from his supplier.

As stated above, there should be no expectation on Chase or his employees to open any item and confirm the contents when it is clearly labeled from the factory. This wouldn't be a thread at all if your installer ordered from Amazon.com, yes they do have R&P's, because they certainly wouldn't open an item to check the ratio by counting teeth or even to make sure it wasn't just a box of rocks.

I think you have misrepresented a few things to have people hopefully lean your way. As you and others have "clarified" things along the way it has become more and more obvious that you seem to want more from Chase than may be deserved. Chase has already offered to make things right, and you still won't let it go.

Shit does happen and weather or not "shit" or "it" was said, get over it and move on, no apology should be necessary.

A little devils advocate here:

Sounds as if the installer does a lot of gear work. What if the installer inadvertently used the wrong ratio/brand etc because he picked up the wrong part?
Click to expand...

x2

/thread.
 
Maybe you two should go back and re-read the thread before posting. The thread was over at post #57. We have a solution in place. I'm getting a more expensive gear set that I originally paid for. Chase did not need to do that, I never requested that he do that, he offered to do it on his own. That makes me happy. Does that make it clear enough for you to understand?

I did not intend for this thread to be used to call Chase and ECGS out. The entire point of the thread was to get opinions on what was a fair resolution. If Chase had never posted and self-implicated, you would not have known that ECGS was involved. And if it was a random 3rd party distributor, several of you would have different opinions. I know most of the people on this board like Chase and ECGS. They do a lot of good things for our community. Again, a reason I did not call them out.
 
It was pretty clear from the beginning that you were talking about ECGS, FWIW...
 
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