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Old 11-30-2010, 08:58 PM   #35
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Originally Posted by heRS View Post
Gary, I am chiming in as a customer service professional here...
Customer ordered from you for a project he needs both pieces to finish. You have been unable to satisfy him by providing both pieces and an unreasonable amount of time has gone by.
You should have UPS pick it up and refund his money, or supply him with the part that should have been delivered in a timely manner.
IF you have problems with YOUR supplier, you should NOT hold your patient and frustrated customer up any longer. He should not be in this position, and you, as a merchant wishing to come across as professional, should offer to take the product back. I already would not order from you because you come across in an inflammatory manner and your customer is being quite reasonable in his request.
You also state that for the past year you have been offering another upset customer the option to return a product and yet you are digging your heels in on the OP. Where's the line? You return for one but not another? Consistency would be appropriate.
I recently was held up for over 3 months on an order for a pair of working boots for my husband. I will never EVER buy from Chippewa boots again and I suggest y'all follow suit because they come across like a bunch of entitled ingrates. I requested my money back and got it but not without a fight. Instead I am spending $375. more and having custom boots made for him. Someone who is giving me GOOD customer service is getting my business now.
Any road, were this case on my desk I would be refunding the customers money and apologizing for the entire situation profusely. You will make more money in the long run by coming across as a hero instead of a zero. One dissatisfied customer can draw a LOT of attention, as you are finding out here. Just give the poor guy his money back and let him get on with his project.
Agreed the OP is just looking for a refund on a item that he has purchased from you. If YOUR supplier is in the wrong, it is not his problem to make it right. When a customer is in a time restraint he should not be pushed to wait for an item that has no estimated arrival. He can do with his car what he wants to. You are putting this customer through a lot of stress. Just take care of him. He is even still looking to do business with you, which I think is very fair of him.
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Old 11-30-2010, 09:14 PM   #36
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Originally Posted by heRS View Post
Gary, I am chiming in as a customer service professional here...
Customer ordered from you for a project he needs both pieces to finish. You have been unable to satisfy him by providing both pieces and an unreasonable amount of time has gone by.
You should have UPS pick it up and refund his money, or supply him with the part that should have been delivered in a timely manner.
IF you have problems with YOUR supplier, you should NOT hold your patient and frustrated customer up any longer. He should not be in this position, and you, as a merchant wishing to come across as professional, should offer to take the product back. I already would not order from you because you come across in an inflammatory manner and your customer is being quite reasonable in his request.
You also state that for the past year you have been offering another upset customer the option to return a product and yet you are digging your heels in on the OP. Where's the line? You return for one but not another? Consistency would be appropriate.
I recently was held up for over 3 months on an order for a pair of working boots for my husband. I will never EVER buy from Chippewa boots again and I suggest y'all follow suit because they come across like a bunch of entitled ingrates. I requested my money back and got it but not without a fight. Instead I am spending $375. more and having custom boots made for him. Someone who is giving me GOOD customer service is getting my business now.
Any road, were this case on my desk I would be refunding the customers money and apologizing for the entire situation profusely. You will make more money in the long run by coming across as a hero instead of a zero. One dissatisfied customer can draw a LOT of attention, as you are finding out here. Just give the poor guy his money back and let him get on with his project.
well said.....

Gary....in the intrest of full disclosure i bought from you and my parts came in OK....but i was uneasey with your lack of Customer service....i don't like spending 500.00 + and having to ask for confirmation, delivery times etc.....

with that said....thank me later for scanning the T3 instructions and emailing them while sending the templates via USPS to one of your customers who's Ports showed up less those critical items......he came on the boards asking for help after he could not get them from his "vendor"....
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Old 11-30-2010, 09:15 PM   #37
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Come on man i never gave you an attitude about the grille you said didnt match. I have painted over 100 of them and NEVER had a prob with ANY not matching. You sent pics. of it installed and it looked perfect. and you said well you cant tell in the pics. I told you to send it back if you were still not happy and you said ok. Well a week or 2 weeks go by then you called again and said there are blemishes in the grille itself from the factory. I again said send it back and i will refund your money and you again said ok i will send it back. This was about a YEAR ago and now for some reason after never hearing from you again it's now an issue. Some people i tell ya !!!
First of all gary i dont know how you have painted over a 100 of these and never had a problemm when you dont even get the paint code off the car.Im not a painter by trade but everytime i get something painted they get the paint code because every orange camaro isnt the same .If im wrong about this will someone tell me.Second of all you cant tell in the pics like i told you, and if you would of read the post i didnt have the time to deal with this crap.It seems like you have time to take peoples money but no time to make sure things are correct before you send them out ,dont worry your not the only one doing this.Man up and make it right.
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Old 11-30-2010, 09:31 PM   #38
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What a screwed up situation...

I agree that the OP should not have to deal with this the way he is, he has been very patient and reasonable


Gary I understand its not your fault but it is definitely not your customers fault that YOUR supplier is dropping the ball, you should probably take care of this guy cuz as of now you've lost 1 more customer.....
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Old 11-30-2010, 09:39 PM   #39
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lol
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Old 11-30-2010, 09:41 PM   #40
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I came across this post yesterday and read the OP's view and the vendors reply's today. In the end this will not bod well for the vendor. I for one am not to pleased with the defensive "it's their fault" position the vendor has taken. The replies are not good business practices in any books. I am not sure what the return freight costs would be but I believe the cost to the business(s) (both of them) will be much greater if this continues. There have been many times I have ordered items and had to cancel them 30 or more days later when they were suppose to be "in stock". I was able to get my money back because I payed with a credit card. I see this individual did not...."Lesson Learned". my2.
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Old 11-30-2010, 10:02 PM   #41
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Quote:
Originally Posted by R.I.P. HEMI View Post
First of all gary i dont know how you have painted over a 100 of these and never had a problem when you dont even get the paint code off the car.
even if you were to get the OE paint codes, humidity can make the colors vary... i chuckle when i hear anyone selling any prepainted "to match" parts...
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Old 12-01-2010, 12:14 AM   #42
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Wow this is crazy. I was considering buying some items from Gary but after reading this post I will look for them someplace else. Here is definitely one more customer you have lost because your customer service needs a relook. Making this right would have definitely been the way to go.
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Old 12-01-2010, 07:57 AM   #43
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Wow this is crazy. I was considering buying some items from Gary but after reading this post I will look for them someplace else. Here is definitely one more customer you have lost because your customer service needs a relook. Making this right would have definitely been the way to go.
Same here...

and i hope you guys sort it out somehow..
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Old 12-01-2010, 08:23 AM   #44
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Tough crowd...Huh Gary? I'll draw their fire as usual and you take cover...




Quote:
Originally Posted by orange10s.c. View Post
Well with over 500 items sent out to C5 customers there will be a few errors or mistakes i'm sure. and took care of any and all that have come up without any issues at all.
No problem...just bustin' you a little. I've got 30 grilles goin' out this week too....gotta quit typin' and get to work!
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Old 12-01-2010, 09:27 AM   #45
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Originally Posted by SFCamaroSS View Post
Wow this is crazy. I was considering buying some items from Gary but after reading this post I will look for them someplace else. Here is definitely one more customer you have lost because your customer service needs a relook. Making this right would have definitely been the way to go.
Bottom Line Up Front: Gary Customs stopped doing business with another large supplier of aftermarket parts, after that supplier kept delaying shipments or send products with missing parts (name with held on purpose) who used to be here on Camaro5!


I talked with ACS at SEMA, even tried to hit them up for sponsorship ( ) at SEMA for that bumper with splitter and specifically asked about availability and he said "NOW" as if I couldn't the sponsorship, I was ready to buy!




So, when ACS dealers (GARY CUSTOMS) are told ready to ship, Garys tells his customers SYKB471 yes, available to ship and then when ACS fails to deliver, it appears GARY CUSTOMS is the culprit, when in fact it's ACS!!

I notice ACS made no response on this THREAD yet!!!

Not saying GARY is perfect, mistakes do happen, but he does remendy the problem! Despite what the masses think, GARY CUSTOMS did not sponsor VETERAN 1, I spent thousands of dollars with him; without incident!





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Old 12-01-2010, 12:10 PM   #46
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here is acs phone number for anyone who is scarred to call them directly:
Tel (514) 828-1000
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Old 12-01-2010, 01:30 PM   #47
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here is acs phone number for anyone who is scarred to call them directly:
Tel (514) 828-1000
It doesn't matter at this point what ACS says. The item was sold as complete....bumper and splitter. He was told they would be together....they are not. Customer service falls on Gary. If you buy a Sony TV from Best Buy.....its missing the remote or is damaged in the box(no external damage on the box). Best Buy will not return saying its not their fault.......who is a fault....are you going to Sony? I doubt it.
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Old 12-01-2010, 01:41 PM   #48
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Ok time to regroup here.

Obviously the staff can't take sides in a situation like this.

But, we will not allow our forums to be used as a bully pulpit to pressure any member, sponsor or not, into doing something.

I am in no way saying you have to agree with either party but we won't let members "gang up" on another to apply leverage. Feel free to comment then please move on.

Only the buyer and seller can resolve this issue... Please be respectful in your discussions.

You may not like how this situation is being handled, and you are free to say so... Just don't cross the line of trying to force some type of response.
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Old 12-01-2010, 01:41 PM   #49
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even if you were to get the OE paint codes, humidity can make the colors vary... i chuckle when i hear anyone selling any prepainted "to match" parts...
For what it's worth....do you know that any parts of a Camaro (or any other car/truck for that matter) that are not sheetmetal (bumpers, handles, trim ect..) are painted off site from where that vehicle is assembled? Read: NOT PAINTED WITH THE CAR. All using an "OE paint code". There is always a slight varience in color from sheetmetal to a bumper cover/trim. The manufacturers do the best job they can and have improved colormatch greatly in the past several years. Even the sheetmetal paint colors can vary between buildplants and that is why there are color variencies made by aftermarket paint manufacturers. So this being true...all bumpers and trim are "pre-painted to match" from factory. So, chuckle on.......
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Old 12-01-2010, 02:18 PM   #50
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Huh....did I miss the post(s) where other members are forcing Gary to give the guy his money back?
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Old 12-01-2010, 02:27 PM   #51
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Huh....did I miss the post(s) where other members are forcing Gary to give the guy his money back?
NO. a little preventative action on my part... we've seen it turn ugly before where people will use camaro5's popularity to try and leverage a vendor to give them free stuff or get a discount or take a product back for no good reason "if you don't hook me up I'll flame you on Camaro5."

True story... Happens more often than we'd care to admit... So, I'm just being a little proactive to prevent that from happening.

it's kinda crazy to watch the hoards of people jump on board stuff like that and hammer a company based on one side of the story.

But, we don't want to discourage our members from giving honest feedback either... It's kinda of a tricky balance when you have paying sponsors.... It's not as easy. We can't let it be a free for all or the sponsors would all leave.... but we can't only defend our sponsors and silence complaints against them cus the members would leave. Can't have a forum without members......

we are constantly trying to find the line of what's fair for both sides....

Well, Tran is really...

FWIW.
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