914 shocks and struts, My dealings with PMB thus far Options

[AndyB]

So, I finally got back to working on Scarlet, and my wife let me order my shocks last month. Where do I go? PMB they are great people and awesome service. At least that's what I was told. Tried ordering boge shocks and struts from the web site where the boge shocks were listed. I received a call and was told that PMB can no longer get them. So I went ahead and upgraded to Bilsteins. This should of been a red flag, but I gave PMB the benefit of the doubt. Finally the shocks come in, with no perches. I asked several 914 owners about their bilsteins, to see (IMG:style_emoticons/default/WTF.gif) is going on. Well the drop ship company forgot to send them. WHAT? So another weekend has gone buy no perches for my shocks. To make things even better today I discover my 914/911 shocks that I purchased from PMB have no places etched in the shock housing for the perch. So once they finally open at 11:00 or 11:30 pence again to find out WTF is going. BEFORE YOU JUMP IN TALKING ABOUT WHAT A GREAT GUY ERIC IS REMEMBER THIS, I DID NOT BUY THE SHOCKS FROM ERIC, I BOUGHT THEM FROM PMB. This has been my experience so far.





AndyB

[mepstein]

Andy- I'm sorry about your frustration. I don't think this is something to go to the internet. I can appreciate when an order doesn't go right. It's certainly an annoyance. But nobody was hurt and a person or company should certainly have a chance to make things right before the incident is made public.

[AndyB]

Andy- I'm sorry about your frustration. I don't think this is something to go to the internet. I can appreciate when an order doesn't go right. It's certainly an annoyance. But nobody was hurt and a person or company should certainly have a chance to make things right before the incident is made public.

Actually I disagree. This is exactly what other 914 owners need to be aware of. If it was AA not one person here would say anything good period.

[jmitro]

Actually I disagree. This is exactly what other 914 owners need to be aware of. If it was AA not one person here would say anything good period.

haha, agree with that! funny how people are selectively biased for/against vendors.

i agree with AndyB. I ordered the entire 5lug upgrade package AND had all four calipers rebuilt by PMB. while I eventually received everything I ordered, it took multiple phone calls, I had to correct an overcharge on their part, and I STILL had to buy my own front hub bearings because PMB left them out of my order. Minor inconvenience, but still unacceptable


EDIT - PLEASE SEE FOLLOW UP BELOW

[Eric_Shea]

Actually I disagree. This is exactly what other 914 owners need to be aware of. If it was AA not one person here would say anything good period.

haha, agree with that! funny how people are selectively biased for/against vendors.

i agree with AndyB. I ordered the entire 5lug upgrade package AND had all four calipers rebuilt by PMB. while I eventually received everything I ordered, it took multiple phone calls, I had to correct an overcharge on their part, and I STILL had to buy my own front hub bearings because PMB left them out of my order. Minor inconvenience, but still unacceptable

I think it's unacceptable as well.

I don't think people are selectively biased AT ALL. I think it's because vendors like Stoddard, Pelcian Parts, 914Rubber and me try our hardest to make things right vs. not giving a damn if you got the wrong part or didn't get what you ordered. That's why I'm here. The difference is simple... you will NEVER see AA here or anywhere offering to make it right. I'm pretty sure that helps answer that...

Now, that said, custom machined parts can take time as I generally only stock $10,000 worth of my money in 914 5-lug conversions at any one time. This means that sometimes we have to wait a long time for the machinist to cut the rotors and hubs for us. Right now as an example, we have an order for a 5-lug kit but, a large number of customers have not returned their cores. The machinist cuts rear hubs 10 at a time so, in order to even attempt to expedite this order, I need to find (purchase) 4 more pair before we can get an order in with the machine shop. Your order was last year and it did take a while to get everything together (as it can as you can see here). I have notes on your account saying "Tracking# for bearings - 9405511899223818427499" so if you didn't get bearings, this is the first time I've been made aware of it and hence, it would be my first opportunity to make it right.

Of the seven employees here, I have 2 that were here last year at that time. MAKE NO MISTAKE: this has been very hard on me as I started this business by making people happy. Hiring people these days and keeping them off their phones and out of the parking lot "vaping" is a difficult task. I had (and you won't find this coming from any vendor out there) a flawed business model. It was a mistake on my part. I was hiring from the shallow end of the gene pool. I've spent the last six months with morning meetings, daily training and afternoon debriefings to make it right. Our latest focus has been communicating with customers at virtually "every" step of the way. I have a good crew.

Please tell me how much you paid for your bearings and the freight and I will issue a refund check to you today.

Our ultimate goal written across the white board in the war room here is "99% Customer Satisfaction"... realizing that some people are just angry and need to be that way, we try our best. In the end, we're not Amazon. We are people trying to help people. When you get a tracking number, it was put on that invoice manually by a human being. When you get an e-mail, for the most part, it's not an automated reply. We get it right "most" of the time. Do we get it wrong? Hell yes, there's a few issues a week if not a few issues a day sometimes. Case in point herein; Andy was disappointed for all the right reasons. Airing it out here prior to us even having a physical (time limitations) "CHANCE" to fix it didn't sit well with me and... yes, I'm human too, complete with good and bad emotions.

Again, please tell me what I owe you for bearings and I'll send you a check today.

[jmitro]

Again, please tell me what I owe you for bearings and I'll send you a check today.

I haven't checked back in this thread until I saw a refund in my email. Thank you, I did not expect that. (IMG:style_emoticons/default/beerchug.gif)

The missing bearings were cheap and I had already called PMB several times so I just let it go and ordered them myself. My fault for not giving you the opportunity to correct and instead posting this on a public forum.

So let me correct my poor judgment and say this is a good example of Eric and PMB making customer satisfaction a priority