ModBargains.com | Encouraging Your Feedback: Talk to us - We’re listening!

[ModBargains.com]

To ModBargains, customers are the most important part of our business. Without you there is no business. This is why we are dedicated to you and strive for efficiency in every aspect of what we do. The ultimate goal is to make every interaction with enthusiasts a positive, constructive, amazing experience. In order to accomplish this task we always encourage your honest feedback in every dealing with ModBargains. The more information you provide us the better we can become. Whether the feedback is positive or negative we want to hear what you have to say.

When customers provide positive feedback it can serve multiple benefits. It allows us to identify the things that we are doing right and make them a consistent procedure. Feedback allows our employees to know that we are accomplishing our goal of creating a great experience for you; it provides opportunities to recognize employee’s outstanding customer service.

Negative feedback is actually preferable to no feedback at all. When customers provide negative feedback it gives us a chance to fix whatever problems you are having and turn your experience into a more positive encounter. We look at it as an opportunity to help our fellow enthusiast. With negative feedback we can identify where we may have fallen short. This will lead to changes in our company and procedures to better serve you, our greatest asset. Honest negative feedback is more valuable than positive feedback as it provides the most information to change how we can better serve our customers in the future. Don’t get us wrong we love hearing positive comments about ModBargains, but the negative ones affect the most positive change at ModBargains.

The next time you have a great experience or a less than perfect one feel free to speak up and let us know how we are doing. You will feel better that you did, and we will feel like we were truly able to help you. Remember a negative comment is not rocking the boat, it’s steering the boat in the right direction. Thank you to all of our customers for all the helpful insight you have contributed over the years. We greatly appreciate your support.

[robot]

OK, I'll start with the constructive criticism. You guys seem nice and stuff on the boards. However, when I had an e36 m3 I didn't buy anything from you because your prices were slightly higher than the competition.

I have in the past frequented other vendors that do charge a little more (Mach V/fastwrx) due to their outstanding service, hosting of events, helping out with the community. How do you, as a vendor encourage this type of loyalty despite people (like me) being cheapskates?

[Simon99]

For me it's as easy as start using PayPal and I'll buy everything from you guys !

Sent from my SGH-I337M using Tapatalk

[ModBargains.com]

Originally Posted by robot

OK, I'll start with the constructive criticism. You guys seem nice and stuff on the boards. However, when I had an e36 m3 I didn't buy anything from you because your prices were slightly higher than the competition.

I have in the past frequented other vendors that do charge a little more (Mach V/fastwrx) due to their outstanding service, hosting of events, helping out with the community. How do you, as a vendor encourage this type of loyalty despite people (like me) being cheapskates?

Really good question! I know when it comes to my own personal discussions with customers, we all have the same goal in mind, which is to make your car look better than it did before, or make it handle or perform better than it did before. I find it pretty easy to connect to a customer after having 7 years of experience in the aftermarket industry working hand in hand with customers to make their cars better. I modify cars as well, I have done since I got my drivers license, so I've had hands on experience with lots of the brands that I deal with every single day which really helps out so that I can talk about my own personal experiences with what I sell myself.

To get more to the point, I think being honest in these talks and being completely transparent about what parts are being talked about is the #1 key to earning your loyalty as a customer. For example, if I were to say that brand XYZ makes a part that will improve this and improve that, and you'll really enjoy the performance gain from the part, but when I know that it actually doesn't improve the car that much. I feel that causes more problems than it's worth actually selling the part, at that point you might as well not sell the part, and obviously it goes without saying, but you guys have the ability to post negative reviews, which at that point the guy who is selling XYZ, promising it's a great part, will eventually never get a sale again for that part because of being dishonest. Not only am I dishonest to you, but you will figure it out once you install it on the part, customers aren't stupid, nor should they be treated as such, so when someone asks me about a particular part, I give them the truth so that you can make your own determination if it's right for you or not. It's your car and your money, you should have the right to know what you're purchasing. I feel that doing so creates trust which eventually leads to customers being loyal to me.

At the end of the day, I still have E46 M3 customers from 5+ years ago who still buy parts from me today for other cars. Eventually that trust leads to word of mouth recommendations, forum reviews, and so forth, which leads to more sales, and the whole process starts over again. Hopefully I answered that well, I'm just speaking on behalf of my own personal experiences over the years.

[White64Goat]

Positive feedback. Contacted them last week as I have a Valenti tail light that is having LED problems and not with the yellow turn signal LED's, I have 3 of the brake light LED's that don't work on occasion. E-mailed them, still in warranty and being replaced as soon as they get their next shipment in. Can't ask for more than that.

[ModBargains.com]

Originally Posted by Simon99

For me it's as easy as start using PayPal and I'll buy everything from you guys !

Sent from my SGH-I337M using Tapatalk

I'm glad that you brought that up because it is a discussion point for us about Paypal and about international orders. Unfortunately because we're a larger company than we were years ago when we did used to accept paypal, we get a decent amount of customers with stolen credit cards who try to buy parts with funds that are not theirs. It's significantly easier for international credit cards to be used fraudulently than it is within the United States which has an AVS system (Address verification system). The credit card will match the billing address stored on file with the credit card company, to the one we've written in the order so that it can be verified as the same street name, city, state, country and zip code. International credit cards don't use the same AVS system that we have in the states, which means if we were to run your credit card with a home address of 125 1st street, but you write in the order your own address (lets just assume you stole someones credit card here), that you live at 521 2nd street, you can potentially get away with it (there's a lot more info that goes into it, but that's just the basics). This is why we don't accept international credit cards, it's because it's not 100% safe. I know that for the customer it's not as convenient as it should be, but after this business has been the victim of fraud over and over again (tens of thousands of dollars here), you tend to make blanket policies like not taking paypal, or not taking international credit cards (we only accept wire transfers for international customers).

Speaking specifically about Paypal though, fraud can still be committed over Paypal, which is why we stopped using it. Paypal will lean towards the customer who made the purchase when there's a dispute or when there's an issue regarding fraud. I'm not saying this is bad, hell I've had to dispute 3-4 purchases myself off ebay through Paypal before, and I'm glad they sided with me. When it comes down to fraud though, not only did we ship out what is likely a pretty expensive part, but those funds that we accepted, go directly back to the original card holder. Once again I don't disagree with this policy, I think it's 100% correct, but we basically lost double our money with the part now gone, and the funds now gone. There's nothing we can do to make up for this, and in the long run if it happens more and more and more, it eventually adds up and can eventually make a huge dent into the companies profitability (remember we're still a business, we still need profits to stay afloat). So by that we just decided to cut our losses. I know it's not fair to those guys in Canada especially, who for us is one of the most active international orders that we get, but believe it or not, most of the fraud we have been the victim of, happens in Canada too

[Simon99]

Could a Verified Customer be established ? Needing people to make one or two purchase with wire transfer and then being able to switch to CC/PayPal directly ? It's just an extra hassle for the customer you know... us in the white north are nice people eh, not scammers !

Sent from my SGH-I337M using Tapatalk

[ModBargains.com]

Originally Posted by Simon99

Could a Verified Customer be established ? Needing people to make one or two purchase with wire transfer and then being able to switch to CC/PayPal directly ? It's just an extra hassle for the customer you know... us in the white north are nice people eh, not scammers !

Sent from my SGH-I337M using Tapatalk

Absolutely, yes. This depends on the amount of orders you've done with us primarily, but yes, if management feels comfortable doing it, and as long as no red flags come up that might prevent us from doing so, then we can certainly take a credit card. The reason why we wait until a few orders roll in, is primarily because due to that AVS system I was talking about earlier, we have to turn off some security features when charging your card, which as you can tell can leave us in a vulnerable spot. Hopefully nobody reading this gets the bright idea of ordering a bunch and then decides to fraud us on a larger order, but that's the truth.

I know it's a hassle, and over the years we've been trying to make it less of a hassle. We've come to the point where any international order under $200, we can accept a credit card. Obviously this doesn't cover most the parts that we really want, and especially considering shipping costs can take up a big part of that $200 it's not ideal, BUT we're taking baby steps to avoid any possible fraud by just limiting the risk that we're taking.

Oh and yes, of course, most of our Canadian customers are very very polite, so it's not that we don't want your orders, it's just that we're trying to weed out the bad by having a really strict security system.

[LXXXV1]

Positive feedback here even though I've never been a customer. Been doing my research on the Valenti lights set up and I must say based on what I read, you guys have really good customer service and warranty on them. The fact that you guys are going out of your way to encourage feedback like this really speaks to me as a customer and will probably win my business. That and you're local to me lol. I'm the same way in my career during my reviews. I almost look forward to constructive criticism because I know I can always do something better. Wish everyone had this mindset about constructive criticism...

Looking forward to checking out the store in person and doing business one day! Also, a combo deal on the Valenti tails/reverse won't hurt either!

[cycleboy]

My positive feedback:

I debated ordering wheels for awhile. I've liked Forgestar F14 for awhile after seeing them on the Superlite SL-C. I saw the prices were due to go up a little in 2014, so late last year I decided to pull the trigger even though it pushed the budget. I placed the order in person during the holiday week (12/30 I think) and Jurrian got things going. The ordering process for spending so much on a custom made product was very solid, requiring several steps to agree/approve the order since the wheels were being custom made for me and likely couldn't be restocked. Updates online to my order were accurate and timely and it was always clear where things stood. I received them ~6 weeks later and they were exactly as hoped, if not better.

The only major item I've ordered since then I got elsewhere and it was just because modbargains didn't offer RCE Yellows. (Haven't installed them yet, waiting to figure out what I do about LCA's and how to put them in the budget.)

I would definitely return as a customer and greatly appreciate the honest approach to customer service. Vendors are easy to cross-shop on the net, so you live or die by your service and pricing. In my case, I'm willing to give a bit on getting the best price in order to get the best service, as long as the prices are within reason.


IMG_3754_2 by cycleboy12, on Flickr