Hi Everyone -
There is so much wrong with this post and complaint. I am not going to get into the he said she said or how words have been twisted. We want to set the record straight from our end - There's no reason to debate this any further. I will just state the facts from our end
1. Yes we forgot to reply to one email, but after that he called and we responded with the same answer we got from JRSC
2. There is no problem issuing a refund on his deposit (we did not collect the full amount because we try not to hold all your money until the kit date is about to ship)
3. We told him we have to work out the logistics on the Refund. We have already paid Jackson Racing in full for his kit even though we have only received a deposit from the customer.
4 The email we did not reply back to you on was the one asking if you could use your discount tire reward card to pay on the balance.
5 You offered to pay your balance and we refused because we did not get a firm ship date and saw no reason to collect more money or the balance due
6 We offered you discounts to try to help you(on other products plus the apparel that Chris at JRSC offered you)
7 We never told you to get lost we asked what you want to do - Do you want to wait it out and still be one of the first to get this kit (but get it fitting proper & tuned correct) or do you want to cancel? In the OP you stated the conversation got heated - It never did on our end. We can understand you are upset and you have the right to be. We never would have told you to F off as you quoted we simply offered you your money back instead of the kit, maybe that was not the answer you wanted. We as a business also have the right to pick and choose who we do business with and it just seamed like it was not going to work out and you did not want our assistance any more so we are glad to refund you.
8 Cris (86speed) who you spoke to on the phone a few times told you that the date got pushed back and every time you called we hung up the phone and called JRSC to try to get solid answers. we also suggested that you can also contact Jackson at any time so you got the answers direct from them. We don't think you did and thats okay - its our job as a reseller to communicate the information that we get to you and we feel we did.
9 We are actually still waiting on a reply from an email sent to you from our support email. [86 Speed] replied 2 days ago (Wed, Sep 6 at 10:32 PM)
Replied to :
nathaxxxxxx@gxxx.com
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We have only had 86 Speed since the platform was launched but we (I) have been in this industry and business for well over 20 years and we have many business rules and practices in situations like this. We are not some new shop or business with zero experience in this industry.
Rule 1. We are not a bank
it does us no good to hold money on product that has not shipped - if the customer wants a refund give it to him if the product has yet to ship
Rule 2. We are very familiar with manufacture delays and push backs and in this case
we can only tell the customer what the MFG is telling us and if they extend or push back the dates we all know it is not something the customer wants to hear but facts are facts
Rule 3. We know we cannot make everyone happy and meet all expectations - We do our best to process all the orders every day and communicate the best we can to each and every customer, We are human and our entire team at 86 Speed wants to strive to help every customer within our means and tools. Sorry we could not meet your expectations.
To sum it up
Bottom line we were told an estimated date for the release of the 17 kits and tunes based on holding for Carb and testing on the Yellow BRZ more, This got pushed back by Management and Quality Control at JRSC and is beyond our control. When the order was placed we just got the info that the kit for 2017 was 2-3 weeks out. This was the information we passed on to you. We have no reason to lie to you (back to rule #1) and now debate all the facts here, the kit got pushed back waiting on Carb or the kit is still not ready and JRSC wants to make sure its 100% good on the 2017 before they release it (RULE#2) it got delayed now for a updated development. Delayed again (common with new products) The most recent delay was a fitment change to correct a tight fitment because of a bumper change on the 2017 86 model. The team at JRSC was not going to let the kit be released like that and wanted to make changes so they can offer the best fitting and a quality product. We are already in communication with other 17 owners who have this kit on order to let them know what we recently found out.
The refund process has started for Chung and we will confirm to him via our email system with screen shots to him once it has been processed.