Lethal - Lacking Customer Service

[Lethal Racing]

Patrick,

Thank you for taking the time to post your review. We are doing our best to get everyone taken care of in a timely manner. I believe after we discussed everything we figured out what went wrong. We are working to correct these things from happening.

I do want to point out that when I was contacted via email or pm I handled his claims promptly. I had not received his message from the 27th and I was out that day. If I had known personally I would have taken care of him just as I had when he was missing a part from our package.

The problem is not being understaffed, the problem is that everyone wants to talk to me. I get here at 7am and don't leave till 9pm most days. I am answering emails, text messages, talking to customers, tuning on the dyno, Calling customers back when I'm in my truck on the way home.

There really is only so much I can get done. I cannot stop what I am doing at the shop when I have a customer there and I'm on the dyno, or in my office going over what a person wants to do with their cars. I give them the same amount attention as I would you if your were at my shop. When I receive messages or emails that come through to my phone I do my best to answer them promptly. I am more accessible than a lot of shop owners, but it doesn't matter if I hire someone to catch the phones or respond to emails for me for faster response times. The customers get upset if they can't talk to me right then which makes it hard and even worse when they start calling every 10 minutes.

We have grown tremendously and every company has its growing pains. I can promise you that we strive to provide excellent customer service to each and every person. One customer is not more important than the other. We want to do everything we can for each and every customer.

Thanks,

Shawn

[Mydivorcegift]

Originally Posted by BLACK10

TO ALL: If you have a legitimate complaint, you're free to make a thread about it in this section, but you will not be allowed to troll vendors/sponsors. The definition of trolling is repeatedly jumping into threads about vendors/sponsors to complain or attack. "

While I understand this....and please before I say it....understand I don't have a dog in this fight, but.....

It should be a 2 way street. If everyone is "allowed" to jump in threads and give hi fives and sing cumbya when something is great....why isn't the opposite "allowed" especially if the poster has direct dealings with said vendors/sponsors and had similar experiences?

[dekan513]

when ordering parts it takes a little time. sometimes things go wrong. but i know ive had questions in the past and black10 was there to answer them. im not a customer or anything i just think its guys like that, that make a company and goes along way with me. my buddy runs a speed shop and let me tell u i wouldnt do the internet sales and stuff for it. its alot of time and phone work.

[floridass]

Lethal has been nothing but a positive experience for me. I called Shawn a couple of months back talking future mods, tuning etc.. nothing less than exceptional customer service and great advice. I had to have them do some final tweaking on a tune Shawn sent me and literally within 4 hours from the time I sent the data log I had a new tune in the email. To me, thats awesome considering it was a last minute call and they had other work in line ahead of me. Thanks for the work, looking forward to more buisness with you.