Not a fan of PMB Performance |
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Not a fan of PMB Performance |
brainf18 |
Jun 28 2019, 07:43 PM
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#1
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Newbie Group: Members Posts: 19 Joined: 12-May 19 From: Louisville KY Member No.: 23,116 Region Association: None |
I'm having an extensive suspension restoration done to my 914. Ordered about $2K in parts from PMB. The shop I'm working with scheduled techs and shop time around the expected delivery date. Parts did not ship together but came in several different boxes at different times and one of the parts has still not even shipped.
When I queried PMB and asked for updates so I could tell my shop what to expect I was Extremely disappointed with the lack of customer service and malevolence PMB demonstrated. Bottom line is the parts were not delivered on time, they provided limited and inaccurate shipping information and had an extremely dismissive attitude when asked to provide basic tracking details. If PMB would perform basic business practices and communicate realistic expectations for parts availability and provide accurate shipping and tracking information then their customers would probably be alot happier. Their Google ratings reflect the fact that I'm not the only person who feels this way. I should have checked the reviews before ordering. |
ConeDodger |
Jun 29 2019, 07:18 PM
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#2
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Apex killer! Group: Members Posts: 23,586 Joined: 31-December 04 From: Tahoe Area Member No.: 3,380 Region Association: Northern California |
I just checked out your plethora of negative reviews. It’s a shame that the thousands of very satisfied customers didn’t bother to leave a review because they’d drown out the noise from the very-very few.
Eric is a man of utmost integrity. I have dealt with him for over a dozen years. He has always given me great service. Only my Tundra pickup has never used parts sourced through PMB. 5 cars. How is it that he has failed you so miserably while doing so well for me? Let me say something about rude and dismissive as well... what was the method of communication? One cannot attribute ‘tone’ to written communication so text and email can’t really be dismissive and rude unless it is overtly dismissive and rude. More commonly, a person doesn’t get the answer they want, so the attribute dismissive and rude to the message. When someone in the parts business says ‘it’s on the way’ it isn’t a lie. If they have ordered your drop ship then it is in a manner of speaking, on its way. As an admin here, it is within Eric’s power to make this thread go away. He could also ban you. He would never do that out of a sense of integrity. Long before his business began, Eric was in commercial customer service. I think he can weather your petty complaint. |
brainf18 |
Jun 30 2019, 06:45 AM
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#3
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Newbie Group: Members Posts: 19 Joined: 12-May 19 From: Louisville KY Member No.: 23,116 Region Association: None |
I just checked out your plethora of negative reviews. It’s a shame that the thousands of very satisfied customers didn’t bother to leave a review because they’d drown out the noise from the very-very few. Eric is a man of utmost integrity. I have dealt with him for over a dozen years. He has always given me great service. Only my Tundra pickup has never used parts sourced through PMB. 5 cars. How is it that he has failed you so miserably while doing so well for me? Let me say something about rude and dismissive as well... what was the method of communication? One cannot attribute ‘tone’ to written communication so text and email can’t really be dismissive and rude unless it is overtly dismissive and rude. More commonly, a person doesn’t get the answer they want, so the attribute dismissive and rude to the message. When someone in the parts business says ‘it’s on the way’ it isn’t a lie. If they have ordered your drop ship then it is in a manner of speaking, on its way. As an admin here, it is within Eric’s power to make this thread go away. He could also ban you. He would never do that out of a sense of integrity. Long before his business began, Eric was in commercial customer service. I think he can weather your petty complaint. If you look at all my reviews they are significantly more positive than negative comments. I'm an umpire, I call'em like I see'em. Its unfortunate but many business just don't care about customer service and posting factual reviews about good and bad experiences helps others. You many have had great interactions with PMB. That's great. And I agree nuanced messages can be misconstrued via email, so thats why I called and spoke with a person as much as feasible. However, it was next to impossible to get E. on the phone and they weren't even open during posted business hours last Friday. Maybe PMB was having a bad day or week...I don't know. What I do know is that I did not have a good consumer experience and my concerns are factually based...All of this could have been avoided if he'd simply apologized and gotten me correct information wrt when I could expect my parts to arrive. He didn't. He acted as if my request for tracking information was and inconvenience and somehow completely out of the norm. Since you asked - Here are the facts 1. He said ALL my parts had been shipped. The fact is they had not. 2. I'm planning shop and tech time based on the inaccurate information PMB provided. The fact is because PMB can't or won't provide accurate information, I wasted time and money coordinating with my builder, also inconveniencing them. 3. I asked for tracking information. The fact is he said to "check my invoice" which only said they'd been drop shipped with no tracking info. 4. I called again to ask for actual tracking numbers and they did not or could not provide. 5. I finally called a vendor they "represent" and he was very apologetic and said, no one from PMB had contacted him about my order and the parts hadn't event been built never mind shipped. I said "no worries" thanks for the info. I appreciated the update, just gett'em sent whenever. So is it too much to expect shipping and tracking info when parts are ordered? I don't think so. This is standard business practice. Is it too much to ask the vendor to be accurate in their communications? Again, giving customers accurate information about their orders is also standard and expected. If you're saying I should cut PMB some "slack" because E. is a good guy then fine. My point is rather than become adversarial with me, he should reflect on the situation and the other negative customer reviews he has, and strive to improve. Lastly if E. wants to delete this post them I believe it only reinforces the fact that he did not provide professional / adequate levels to customer service and now wants to sweep it under the rug. I guess we'll see... |
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