Sub Thump....not so great customer service! - Page 4 - Camaro5 Chevy Camaro Forum / Camaro ZL1, SS and V6 Forums

BkinBlk · 05-29-2015, 01:23 PM

I just read his "About Us". What a crock. He says he has 4 employee's and 5000 items a year to build. Sounds like it is time to hire more people, or at least one that can answer the phone and emails. As Arksine said above, he sure is making excuses for bad customer service. Sorry, but THAT IS bad business, regardless if you provide a fantastic product.

NZZL1 · 05-29-2015, 04:40 PM

BkinBlk: It is not unreasonable for a business to be selective in their dealings and not provide…

- shipping on small value orders, that do not cover their handling and costs
- free advice or extended discussion / negotiations, with no reward

The business is providing a product, not a service, and certainly not a subsidised service!

Rainbow1616 · 05-29-2015, 05:10 PM

I'd buy from him again. He responded to every one of My emails usually the same day. Very high quality products though I admit the wiring harnesses seem a bit over priced.

Arksine · 05-29-2015, 06:37 PM

Quote:

Originally Posted by NZZL1

BkinBlk: It is not unreasonable for a business to be selective in their dealings and not provide…

- shipping on small value orders, that do not cover their handling and costs
- free advice or extended discussion / negotiations, with no reward

The business is providing a product, not a service, and certainly not a subsidised service!

Any business working in retail is providing a service. If you don't want to deal with retail customers go with a distribution model and let other retailers do it. There are plenty of small business sponsors on here that do a bangup job with their customer service.

He's not under any obligation to ship at his cost, unless a mistake was made on his end in which case he should have gone above and beyond to make it right. In other cases he is obligated to atleast respond to inquries as a retailer. He doesnt have to eat shipping, but ignoring customers is a good way to lose them.

*The_Blur* · 05-29-2015, 06:50 PM

When I got mine, I had a great experience with them. In fact, I've had great experiences with a number of online retailers, direct producers, and vendors, and I think the main part of it is that I always try to make contact and ask questions before I place an order.

My wife owns an online baby boutique. She's no web designer, and she doesn't have a staff of hundreds waiting on your order. She cares a lot about customers, so she responds to emails. Some stores don't do such a good job as that, and the money we've invested in her website could make it look a lot bigger than it is. Other people do the same thing, but they don't respond to emails or phone calls. How do you know which kind of store you're using unless you get ahold of them before you order?

Once you've made contact, ask something—anything—about the product you want to buy. If it's a crappy store, you may get a better experience just because you shot them an email first.

13White1LE · 05-31-2015, 09:00 AM

Quote:

Originally Posted by BkinBlk

"The shipping and handling cost is more than just the UPS postage, each order has to be custom packaged there is cost to that where a small company is not able to cover. In addition to just the material costs there is labor costs to prepare packages and ship. A large company is more willing to inflate the cost of each item a small percentage to reduce the cost of shipping and handling."

So then why does it cost $14.45 to ship a FARK in a small box and $20.95 (as stated above) to ship a sub box in a large box?

it the same reason Summit Racing, a Million dollar company, charges a minim shipping charge of $14.95. They are a large enough company that once your order is larger than a $100 they can afford to eat the cost of the shipping and handling with the idea that the sales profit will cover. They also advertise free shipping for orders over $100 to increase sales and to sway buyers to purchase from them versus another seller.

$14.95 is a very standard and common shipping and handling charge from most large and small companies. My buying experience was pleasant and my emails were answered in a timely manner. I couldnt find another vendor that had a similar product with a similar price with shipping costs included.

760bowtie · 05-31-2015, 04:43 PM

I didn't have any issues ordering and receiving my stuff but when I called to ask for installation instructions he was a little apprehensive to email me the link for the instructions.

SWRocket · 06-01-2015, 06:11 PM

I have bought many products from Steve and exchanged very few emails. I will say he isn't the most communicative but he does deliver what he says he will and the products are good.
Would I prefer service like, say, Parts Express has? sure who wouldn't. But I think for a small business he is good and I will continue to buy from him.

BkinBlk · 06-03-2015, 10:04 AM

"They are a large enough company that once your order is larger than a $100 they can afford to eat the cost of the shipping and handling with the idea that the sales profit will cover."

The FARK I ordered cost $129 and shipping was $14.95 in a small box. I KNOW the FARK does not cost anywhere near $129 to manufacture. And I KNOW it does not cost that much to ship and handle such a small item. They charge that much because of supply and demand.

"BkinBlk: It is not unreasonable for a business to be selective in their dealings and not provide…

- shipping on small value orders, that do not cover their handling and costs
- free advice or extended discussion / negotiations, with no reward"

Then he, or any other business, will surely not be IN business very long. Word of mouth, such as this forum, will kill his business if he does not have a good product (which he does) AND good customer service (which he does not).

Everything being said, it is, obviously, up to you if you elect to purchase from them. I choose not to and will attempt to find other vendors to purchase from. If I can't get good customer service, I will spend my money and time on somebody that can give me both good products and service.

jeffa · 06-03-2015, 02:23 PM

Quote:

Originally Posted by BkinBlk

"They are a large enough company that once your order is larger than a $100 they can afford to eat the cost of the shipping and handling with the idea that the sales profit will cover."

The FARK I ordered cost $129 and shipping was $14.95 in a small box. I KNOW the FARK does not cost anywhere near $129 to manufacture. And I KNOW it does not cost that much to ship and handle such a small item. They charge that much because of supply and demand.

"BkinBlk: It is not unreasonable for a business to be selective in their dealings and not provide…

- shipping on small value orders, that do not cover their handling and costs
- free advice or extended discussion / negotiations, with no reward"

Then he, or any other business, will surely not be IN business very long. Word of mouth, such as this forum, will kill his business if he does not have a good product (which he does) AND good customer service (which he does not).

Everything being said, it is, obviously, up to you if you elect to purchase from them. I choose not to and will attempt to find other vendors to purchase from. If I can't get good customer service, I will spend my money and time on somebody that can give me both good products and service.

Let me start by saying I am not a fan boy of Sub Thump, just a satisfied customer.

I have delt with him on more than one occasion, and have never had any issues. He answered my email question in a prompt manner and I received my order promply. He makes a good product, and it is worth the money in my opinion.

As to costs of the FARK harness, it's not the RCA's that are costly, it is the actual interconnect plugs. If you can't buy at least 500-1000 at a time, the cost is very high. So, are you denying him the right to make a profit? There is nothing wrong with him charging what the market will accept. It happens all the time in business.

As to freight costs, you need to understand that FedEx and UPS have a basic starting cost to ship a product. The basic charge is around $13-$14 per order, and goes up either due to weight of the box or how far the box is being shipped or cost of the product shipped. Steve is not ripping anybody off with freight, he just charges what the shipping companies say the charges are.

If you don't like his service, you are free to use anyone else that can supply you with the same products and quality that Steve supplies.....and that would be no one.

BkinBlk · 06-03-2015, 02:53 PM

So then why is it I can ship a box thru Fedex or UPS the same size the FARK came in and it costs me less than $5? And you cannot be serious in thinking it costs anywhere close to $129 to make a FARK. Yes, I believe in making a profit, but not an over inflated one just because you are the only one making it. Do you believe in paying $150 for a pill just because you HAVE to have it? Just because they CAN do it, does not make it right! For not being a "FanBoy" you sure are defending him. And his customer service is hit or miss. NOT good business practice.

Caddyroger · 06-03-2015, 04:02 PM

Quote:

Originally Posted by BkinBlk

So then why is it I can ship a box thru Fedex or UPS the same size the FARK came in and it costs me less than $5? And you cannot be serious in thinking it costs anywhere close to $129 to make a FARK. Yes, I believe in making a profit, but not an over inflated one just because you are the only one making it. Do you believe in paying $150 for a pill just because you HAVE to have it? Just because they CAN do it, does not make it right! For not being a "FanBoy" you sure are defending him. And his customer service is hit or miss. NOT good business practice.

last week I priced a 1 lb box that measured 6x8x4. ups the cost was $12.75 fedex $13.25. So where the less then $5.00 at? I ended up shipping by usps for $8.45.

cmracing · 06-03-2015, 06:36 PM

Quote:

Originally Posted by BkinBlk

So then why is it I can ship a box thru Fedex or UPS the same size the FARK came in and it costs me less than $5? And you cannot be serious in thinking it costs anywhere close to $129 to make a FARK. Yes, I believe in making a profit, but not an over inflated one just because you are the only one making it. Do you believe in paying $150 for a pill just because you HAVE to have it? Just because they CAN do it, does not make it right! For not being a "FanBoy" you sure are defending him. And his customer service is hit or miss. NOT good business practice.

I ship stuff everyday from my business, there is NOTHING less than $7.00 a pound, NOTHING! I use UPS and Fed Ex. I get special rates due to the volume I do. No way are you paying so little, no way.

And clown-boy, I pay $4K for 2 weeks worth of pills, is that too much? No choice unless I want to sleep with the worms............

jeffa · 06-03-2015, 06:40 PM

[QUOTE=BkinBlk;8463917]So then why is it I can ship a box thru Fedex or UPS the same size the FARK came in and it costs me less than $5? And you cannot be serious in thinking it costs anywhere close to $129 to make a FARK. Yes, I believe in making a profit, but not an over inflated one just because you are the only one making it. Do you believe in paying $150 for a pill just because you HAVE to have it? Just because they CAN do it, does not make it right! For not being a "FanBoy" you sure are defending him. And his customer service is hit or miss. NOT good business practice.[/QUOTE

In that $129 FARK full kit, you have 2 factory plugs for the RCA, one factory plug for the speaker access and 4 factory plugs for the 6x9 bi amp conversion. That is 7 factory plugs, and they are not inexpensive. Couple that with the labor to wire all the factory plugs, plus the factory connection pins, and the labor isn't cheap either. Considering you have no idea how much this all costs, how can you say he is ripping people off? If $129 is what it will cost me to do what I need to do, and there are no lower cost options, then yes I will spend the money.

I'm not defending Sub Thump, just trying give you my experiences with the company.

05-29-2015, 06:50 PM	#47
The_Blur Moderator Drives: 2018 Harley-Davidson Street Bob Join Date: Nov 2007 Location: San Diego Posts: 14,768	When I got mine, I had a great experience with them. In fact, I've had great experiences with a number of online retailers, direct producers, and vendors, and I think the main part of it is that I always try to make contact and ask questions before I place an order. My wife owns an online baby boutique. She's no web designer, and she doesn't have a staff of hundreds waiting on your order. She cares a lot about customers, so she responds to emails. Some stores don't do such a good job as that, and the money we've invested in her website could make it look a lot bigger than it is. Other people do the same thing, but they don't respond to emails or phone calls. How do you know which kind of store you're using unless you get ahold of them before you order? Once you've made contact, ask something—anything—about the product you want to buy. If it's a crappy store, you may get a better experience just because you shot them an email first. __________________ RDP Motorsport//GEN5DIY//Cultrag Performance//JPSS//Rodgets Chevrolet// Operation Demon//Buy at Invoice//RACECARWEAR RESPECT ALL CARS. LOVE YOUR OWN. warn 145:159 ban

05-31-2015, 04:43 PM	#49
760bowtie Drives: 2014 1SS/RS, 2018 Silverado CC Join Date: Apr 2014 Location: Oceanside, CA Posts: 1,487	I didn't have any issues ordering and receiving my stuff but when I called to ask for installation instructions he was a little apprehensive to email me the link for the instructions. __________________ AGP 57/57 turbos and Dual Pump System, NA Cam, McLeod RXT clutch, MGW shifter, ZL1 Rear End, BMR Trailing Arms/Toe Rods, Pegasus Solid Cradle Bushings 10.7 @140mph M6

06-01-2015, 06:11 PM	#50
SWRocket Drives: 2021 2SS Join Date: Jan 2010 Location: Vaughan, ON Posts: 614 View My Garage	I have bought many products from Steve and exchanged very few emails. I will say he isn't the most communicative but he does deliver what he says he will and the products are good. Would I prefer service like, say, Parts Express has? sure who wouldn't. But I think for a small business he is good and I will continue to buy from him. __________________ 2021 2SS A10 - Summit White - NPP - MRC - Adrenaline Red Interior Pkg - Black Appearance Pkg - Ground Effect Pkg - Suede Steering Wheel and shifter - Red Calipers - Carbon Flash Wheels w black lug nuts - DD Tinted Side Markers - Hero Tinted Rear Reflectors - Redline Fender Badges - 20% Tint Audio System Build Log ----------------------------------------------------------- 2014 Z/28 Summit White - sold 2020 2010 2SS/RS Summit White - sold 2014

05-29-2015, 01:23 PM	#43
BkinBlk Drives: 2015 2LT RS Join Date: Feb 2015 Location: Wisconsin Posts: 247	I just read his "About Us". What a crock. He says he has 4 employee's and 5000 items a year to build. Sounds like it is time to hire more people, or at least one that can answer the phone and emails. As Arksine said above, he sure is making excuses for bad customer service. Sorry, but THAT IS bad business, regardless if you provide a fantastic product.

05-29-2015, 04:40 PM	#44
NZZL1 Drives: 2013 BRM ZL1 Camaro M6 Join Date: Feb 2014 Location: Auckland, New Zealand Posts: 170 View My Garage	BkinBlk: It is not unreasonable for a business to be selective in their dealings and not provide… - shipping on small value orders, that do not cover their handling and costs - free advice or extended discussion / negotiations, with no reward The business is providing a product, not a service, and certainly not a subsidised service!

05-29-2015, 05:10 PM	#45
Rainbow1616 Drives: 2011 Inferno Orange Camaro 2SS/RS Join Date: Nov 2011 Location: Pittsburgh, PA Posts: 1,368	I'd buy from him again. He responded to every one of My emails usually the same day. Very high quality products though I admit the wiring harnesses seem a bit over priced.

06-03-2015, 10:04 AM	#51
BkinBlk Drives: 2015 2LT RS Join Date: Feb 2015 Location: Wisconsin Posts: 247	"They are a large enough company that once your order is larger than a $100 they can afford to eat the cost of the shipping and handling with the idea that the sales profit will cover." The FARK I ordered cost $129 and shipping was $14.95 in a small box. I KNOW the FARK does not cost anywhere near $129 to manufacture. And I KNOW it does not cost that much to ship and handle such a small item. They charge that much because of supply and demand. "BkinBlk: It is not unreasonable for a business to be selective in their dealings and not provide… - shipping on small value orders, that do not cover their handling and costs - free advice or extended discussion / negotiations, with no reward" Then he, or any other business, will surely not be IN business very long. Word of mouth, such as this forum, will kill his business if he does not have a good product (which he does) AND good customer service (which he does not). Everything being said, it is, obviously, up to you if you elect to purchase from them. I choose not to and will attempt to find other vendors to purchase from. If I can't get good customer service, I will spend my money and time on somebody that can give me both good products and service.

06-03-2015, 02:53 PM	#53
BkinBlk Drives: 2015 2LT RS Join Date: Feb 2015 Location: Wisconsin Posts: 247	So then why is it I can ship a box thru Fedex or UPS the same size the FARK came in and it costs me less than $5? And you cannot be serious in thinking it costs anywhere close to $129 to make a FARK. Yes, I believe in making a profit, but not an over inflated one just because you are the only one making it. Do you believe in paying $150 for a pill just because you HAVE to have it? Just because they CAN do it, does not make it right! For not being a "FanBoy" you sure are defending him. And his customer service is hit or miss. NOT good business practice.

06-03-2015, 06:40 PM	#56
jeffa Drives: 2014 2LT/RS Ashen Gray Metallic Join Date: Nov 2011 Location: Redondo Beach, CA Posts: 585	[QUOTE=BkinBlk;8463917]So then why is it I can ship a box thru Fedex or UPS the same size the FARK came in and it costs me less than $5? And you cannot be serious in thinking it costs anywhere close to $129 to make a FARK. Yes, I believe in making a profit, but not an over inflated one just because you are the only one making it. Do you believe in paying $150 for a pill just because you HAVE to have it? Just because they CAN do it, does not make it right! For not being a "FanBoy" you sure are defending him. And his customer service is hit or miss. NOT good business practice.[/QUOTE In that $129 FARK full kit, you have 2 factory plugs for the RCA, one factory plug for the speaker access and 4 factory plugs for the 6x9 bi amp conversion. That is 7 factory plugs, and they are not inexpensive. Couple that with the labor to wire all the factory plugs, plus the factory connection pins, and the labor isn't cheap either. Considering you have no idea how much this all costs, how can you say he is ripping people off? If $129 is what it will cost me to do what I need to do, and there are no lower cost options, then yes I will spend the money. I'm not defending Sub Thump, just trying give you my experiences with the company.