TWMPerformance - Get a Clue... - Page 2 - Toyota GR86, 86, FR-S and Subaru BRZ Forum & Owners Community

TWMPerformance · 03-15-2013, 01:15 PM

Hey Guys,

All Short Shifter manufacturers for this platform are rolling out their
products. As with all rollouts there will be hiccups, this customer
complaint was ours, mea culpa. Our sincerest apology.

As far as where to buy your FT86 Short Shifter our competition used this
thread to do a little marketing, which is off topic and not in accordance
with forum guidelines but which we will address.

Thanks Guys!

The Management
Team TWM Performance

blkwrxwag · 03-15-2013, 01:18 PM

Nice bit of advertising there, without actually addressing any of the concerns or even saying when the short shifter would be available.

husker741 · 03-15-2013, 01:20 PM

Quote:

Originally Posted by TWMPerformance

Hey Guys,

All Short Shifter manufacturers for this platform are rolling out their
products. As with all rollouts there will be hiccups, this customer
complaint was ours, mea culpa. Our sincerest apology.

As far as where to buy your FT86 Short Shifter our competition used this
thread to do a little marketing, which is off topic and not in accordance
with forum guidelines but which we will address.

Thanks Guys!

The Management
Team TWM Performance

So aside from coming into this thread and trying to sell your stuff even more, where did you say how this has been resolved? I don't think the thread should be closed until the OP requests that, because how do we know you aren't just trying to cover your butt? Not trying to be rude, but you just came in here marketing your product even more, then vaguely stated it has been resolved. How?

TWMPerformance · 03-15-2013, 01:57 PM

Quote:

Originally Posted by blkwrxwag

Nice bit of advertising there, without actually addressing any of the concerns or even saying when the short shifter would be available.

If you click on the link for the product thread, it is clearly stated; ETA 1st week of April

Our Short Shifter kit is much more complex than anything on the market, which takes a bit more time to produce all the quality parts, its a consequence of making a quality product

Quote:

Originally Posted by blkwrxwag

I was going to buy their short shifter, but after horrible customer service with their Competition Shift knobs, I decided to buy from Kartboy instead.

They forgot about my order for a week, and then after I emailed and called about it, they sent it slow shipping which pissed me off.

I also felt that their post for the Competition knob was misleading. THEY ARE HERE - ORDER YOURS TODAY and in smaller print -"Sign up for pre-order". Turns out they were weeks away.

We are sorry that you still feel that way,
We jumped through hoops to provide you with our ONLY prototype version of the 4" knurled in a timely manner.

We are sorry for any inconvenience, but we are sure once people get what they ordered they will be more than pleased with the quality and performance of our product, since we do offer features that no-one else does, and also a much better overall offer.

Make sure to order today, because as soon as the first unit is shipped, the pre-order offer will no longer be available.

Franki
R&D Engineer
Team TWM Performance

blkwrxwag · 03-15-2013, 02:08 PM

Quote:

TWMPerformance;795576
We jumper thru hoops to provide you with our ONLY prototype version of the 4" knurled in a timely manner

Yes, you did offer to send me a prototype which I appreciated, despite the fact that I had felt mislead about the advertising telling me to GET MINE TODAY. I was a little shocked to find out that production was still three weeks away.

In fact, you offered to get it out to me the next day. When I called a week later to find out where it was, you had forgotten about it. You did then ship it, but by ground from Canada which took over a week to get to me. I felt, perhaps wrongly, that since you had forgotten about the order for a week, you would ship it in a more expedited manner.

I'm not sure that qualifies as jumping through hoops. Anyway, I'm done with my complaining and I wish you all the best.

post_break · 03-15-2013, 03:00 PM

This is the most insane response to negative feedback I've ever seen. Not only did you not address the issue but you tried to advertise your product? Yeah the mods here need to do something about this. Is this the kind of vendor you want on the forums or does the vendor fees you charge mean that anyone like this company has free reign to do as they like?

cobrabyte · 03-15-2013, 03:02 PM

Wow. The way you handled this thread crystallizes my feelings toward your company.

This issue is not 'resolved' as you'd like to think it is.

On top of that, you come in here advertising rather than trying to remedy the issue. That takes balls. Oh, and trying to get the mods to close the thread. Wow.

I think it's clear what TWM thinks of their customers: lemmings with credit cards who get the /privilege/ to purchase their products.

I'm jumping on a plane right now but I'll be sure to post our email correspondence so that everyone can get the full picture. Bottom line is, you're punishing me for canceling my order by claiming that refunds occur monthly. That's the gist of it.

Lee358 · 03-15-2013, 04:33 PM

Quote:

Originally Posted by OrbitalEllipses

Buy a Kartboy shortshifter, they were just released! Several of our forum vendors carry them. @Turn in Concepts and @RallySport Direct come to mind as well as everyone's favorite @Jason@Nameless.

I'd go Kartboy before I went with anything else.

Also dont forget about the bps short shifters!!

TWMPerformance · 03-15-2013, 04:36 PM

You won Guys, all of you! We are laying on the floor of the ring bleeding, desperate for love, suicide is against our religion, so what do we do?

Thanks Guys!

The Management
Team TWM Performance

P.S. Thanks for all the attention!

JPxM0Dz · 03-15-2013, 04:48 PM

^^^I'll admit, you have one hell of a good lookin' shifter. I just wish the pricing was a little more competitive

I may just try one for the hell of it

tisb0b · 03-15-2013, 05:44 PM

Quote:

Originally Posted by TWMPerformance

You won Guys, all of you! We are laying on the floor of the ring bleeding, desperate for love, suicide is against our religion, so what do we do?

The best way to handle these kind of situations is to fully explain your side of the story and get the OP his refund within the next couple days. After you've demonstrated competency at handling a disgruntled customer then feel free to go on the offensive advertising your product. This will instil faith in any potential customers reading this thread that you won't screw around with their hard earned moolah and if something does happen you guys are capable of handling it.

This is exactly what people reading this thread want to see not more pointless advertising by a company that doesn't have any substance to back it up.

cobrabyte · 03-15-2013, 06:10 PM

I just landed in Albuquerque and have a layover, so I'll post the timeline and email exchange between myself and the company (Alex @ TWMPerformance):

March 8th:
I thought about going with the vendor's GB on FT86Club but decided, after seeing a note from the vendor, that I'd rather order from the website and get the product sooner. Sometimes GBs can languish on and on.

Ordered short shifter and front carrier bushings for $318.85 shipped.

---
March 12th

Me:

I don't see a place on the website to track this order. Can you confirm that it has been shipped and provide shipment tracking information?

Thanks,
Chris

///
Them:

Hi Chris,

The BRZ shifters are currently on PRE-ORDER. The shifters are in
production and will ship as soon as they are ready

If there is anything I can do for you, please feel free to contact us,

Alex
Team TWM Performance

///
Me:

Alex,

Here are some tips…

If they're a pre-order item, your website should say so. Instead, the page says "Availability: In Production!" at the very bottom of the page. That's not fair.

Also, please don't send people from a forum over to 'skip the wait' of a group buy if they aren't ready to ship. Not fair again.

I'm excited for this product otherwise I'd just cancel my order.

---
March 13th (I learn that Kartboy is actually *shipping* their advertised product)

Me:

Please cancel this order and refund the money. I was unaware that this was a PRE-ORDER item and would like to get a comparable product installed before an upcoming track session.

Please let me know when the refund has been processed.

Thanks Again,
Chris

///
Them:

Hi Chris,

This order is in production, three weeks tops, worth the wait, let us know...

///
Me:

Unfortunately, I don't have 3 weeks to spare on this one. I'd rather just get the refund.

I'm sure you guys will have other products that I'll want to add to my car. Not losing a customer, just this sale.

Thanks Again,
Chris

---
March 14th

Me:

I never received a confirmation of the cancellation of this order. Please confirm that this order has been canceled and the money has been refunded.

Thanks,
Chris

///

Them:

Hi Chris,

No problem, we can go ahead and cancel the order. We process refunds on
the last day of each month.

Thanks,
Alex

///
Me:

You process refunds on the last day of the month? Seriously, that's asinine.

I will just call my credit card company and have them process the chargeback.

Thanks,
Chris

-----------

I'll admit my last email was confrontational but I was trying to let them know that a monthly refund cycle is just not right. If every other company can process a refund in a matter of seconds/minutes, they can certainly do the same. Hell, I would have taken "we'll refund the money tomorrow.". But, 17 days out is just asinine.

Am I in the wrong here? I don't feel wrong but I've been wrong in the past.

cobrabyte · 03-15-2013, 06:15 PM

Quote:

Originally Posted by JPxM0Dz

^^^I'll admit, you have one hell of a good lookin' shifter. I just wish the pricing was a little more competitive

I may just try one for the hell of it

My frustration with TWM is not over the quality of their products. I'm sure they make great products -- it's why I ordered from them in the first place. My issue with them is how they handled this sale. Plus, given their replies to this thread, they honestly don't see that they've done anything wrong.

They advertised a product as 'get it TODAY' -- implying that the product is ready to ship. I didn't scroll to the VERY bottom of the page to see that the product is 'Availability: In Production' (which is, in itself, ambiguous).

After they burned a customer with these unfair business practices, they punished me for requesting a refund.

JPxM0Dz · 03-15-2013, 06:28 PM

Yeah agreed. If you requested a cancellation and refund, then you should get what you asked for in a timely manner. Especially concidering the circumstances regarding availability.
For me it woudn't have been a big deal as I'm always waiting on parts. But I get your situation also.

Sent from my Note 2 on Omega Rom

03-15-2013, 01:15 PM	#15
TWMPerformance Banned Join Date: May 2012 Drives: Manual Transmission, All the Way! Location: Global Posts: 336 Thanks: 23 Thanked 147 Times in 139 Posts Mentioned: 4 Post(s) Tagged: 0 Thread(s)	Hey Guys, All Short Shifter manufacturers for this platform are rolling out their products. As with all rollouts there will be hiccups, this customer complaint was ours, mea culpa. Our sincerest apology. As far as where to buy your FT86 Short Shifter our competition used this thread to do a little marketing, which is off topic and not in accordance with forum guidelines but which we will address. Thanks Guys! The Management Team TWM Performance Last edited by Dave-ROR; 03-15-2013 at 11:38 PM.

03-15-2013, 04:36 PM	#23
TWMPerformance Banned Join Date: May 2012 Drives: Manual Transmission, All the Way! Location: Global Posts: 336 Thanks: 23 Thanked 147 Times in 139 Posts Mentioned: 4 Post(s) Tagged: 0 Thread(s)	You won Guys, all of you! We are laying on the floor of the ring bleeding, desperate for love, suicide is against our religion, so what do we do? Thanks Guys! The Management Team TWM Performance P.S. Thanks for all the attention! Last edited by Dave-ROR; 03-15-2013 at 11:37 PM.

03-15-2013, 01:18 PM	#16
blkwrxwag Senior Member Join Date: Jul 2012 Drives: DS FRS Location: Mission Viejo, CA Posts: 447 Thanks: 18 Thanked 211 Times in 133 Posts Mentioned: 8 Post(s) Tagged: 0 Thread(s)	Nice bit of advertising there, without actually addressing any of the concerns or even saying when the short shifter would be available.

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