10-01-2019, 01:20 AM | #253 |
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I recently placed an order for a roof spoiler and rear diffuser from FT86speedfactory. Both products were received within a week however the diffuser was damaged from the manufacturer. (at no fault to FT86)
A couple of emails back and forth with Brian at customer service and a refund was in my account within a couple of days. So far nothing but good customer service from my standpoint. Hopefully these new changes increase the experience for everybody else as well.
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18' BRZ tS 300/500 (CBS)
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10-01-2019, 11:38 PM | #254 | |
Not a troll
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10-02-2019, 08:43 AM | #255 | |
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Why do you not have a calling service anymore? Sometimes its just easier to pick up a phone and talk to a person about an issue vs chat. No offense but your 86 online store competitors have a phone number and it may make people want to use them instead of you for that reason. |
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10-02-2019, 10:03 AM | #256 | |
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I will make sure to bring this up to the bossman, and see what can be done. The social media posts and Youtube are handled by our media team, which typically do not answer customers emails. Although Kevin helped out when he could. |
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10-02-2019, 01:24 PM | #257 | |
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I understand that your media team brings in a lot of new business but it is frustrating to your customer base to see so much good effort go to media when day to day operations seem to be lagging. Look at your Facebook reviews, maybe it is time to re-prioritize. |
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10-02-2019, 06:05 PM | #258 | |
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Not having phone access is a non starter right off the bat. I would imagine there are many who feel that way. |
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10-03-2019, 01:03 PM | #259 | ||
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Thank you guys for the input, and keep any other ideas coming. |
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10-03-2019, 05:33 PM | #260 |
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Revise your shipping options? They are ridiculous.
I’m looking at cat back shipping from the US to Australia. These are the only options you offer. Prices are shipping ONLY. Worldwide Expedited $524.04 Worldwide Express Saver $764.13 Worldwide Express $777.75 |
10-03-2019, 09:23 PM | #261 |
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Bought some VLands from them and got it 2 days later! I mostly mess with them when I purchase stuff.
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10-03-2019, 11:07 PM | #262 |
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Can you PM me your shipping details and the item you would like to purchase? I will then confirm the rates for you.
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10-07-2019, 03:47 PM | #263 |
Just the tip
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I hadn't ordered from FT86SF since 2017 when I placed two separate orders. They both shipped within 1-2 days of order. Had a small issue with one of the items being incorrect, but it was immediately re-shipped after I emailed them and was very happy with the service.
I placed my latest order on September 20, 2019 for two items to take advantage of the goodbye summer sale. Wasn't in a rush for the parts so I didn't really notice that I heard nothing for a week. Reached out to customer service via email on September 30 to get an update and also reached out to David via PM on the forums when I read this thread. The response I got from customer service was within 24 hours but instead of an estimate on when it would ship I was told my items were coming from different warehouses, and they were not sure when they would arrive at the same warehouse to ship together. They asked if I wanted to ship the items separately to get them sooner. Since I'm in Canada, courier shipments get dinged heavily with fees coming across the border so shipping them separately isn't ideal. David explained a bit further in his PM to me that yes they have two warehouses, and right now their system can take 4-6 weeks to transfer inventory between warehouses if you want everything to ship together. Up until that email from David I had no idea that FT86SF had multiple warehouses. My multi-item orders in the past all shipped together and within 48 hours. I think this is something that should be improved on in regards to informing your customers... because all we can see is "IN STOCK" and not know what warehouse that refers to. This likely affects domestic shipments less as there would be no added customs fees to split up the order. My question is would I have been contacted at all for the 4-6 week lag time to transfer between warehouses if I had not reached out myself and then agreed to have my items shipped separately? Other than that I'm appreciative of the quick response from your CS team and from David here on the forum. After agreeing to ship separately I got item 1/2 last Friday and the other one should be here this week. |
10-08-2019, 02:58 PM | #264 |
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4-6 weeks for (presumably) inter-company shipments? I have no idea who stood up that new ERP system, but if it was an external consulting firm I hope to hell they got their money back. If something wonks out with AV on one of our ERP servers at work and it slow shipping down for 10 minutes I have three people standing at my desk.
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10-08-2019, 03:08 PM | #265 | |
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The biggest thing to resolve this is, being on top of future sales, and making sure stock is at all the warehouses, which will help expedite international orders. Until we are able to get a grasp on this, the inventory transfers are a bit slow currently. I will see if there is something we can look at for being notified for international orders. |
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10-08-2019, 03:17 PM | #266 | |
Just the tip
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It could be something as simple as adding a shipping lead-time disclaimer to an order confirmation email when the shipping address is outside of the USA. Further feedback though... the 3-7 business day possible delay stated on the shipping page is a far cry from 4-6 weeks. |
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