The parts look great, it's your customer service that concerns me.

How long has it been since I've talked to you about the CF mirror caps you NEVER shipped?

Ya, I know the "new, never been installed" mirror caps have broken tabs now ... last I heard you were going to find a replacement, but that was when I called you. (Quite some time ago)

You have NEVER called me ... just wondering about the status of my PAID order.

 

The parts look great, it's your customer service that concerns me.

How long has it been since I've talked to you about the CF mirror caps you NEVER shipped?

Ya, I know the "new, never been installed" mirror caps have broken tabs now ... last I heard you were going to find a replacement, but that was when I called you. (Quite some time ago)

You have NEVER called me ... just wondering about the status of my PAID order.

 

The parts look great, it's your customer service that concerns me.

How long has it been since I've talked to you about the CF mirror caps you NEVER shipped?

Ya, I know the "new, never been installed" mirror caps have broken tabs now ... last I heard you were going to find a replacement, but that was when I called you. (Quite some time ago)

You have NEVER called me ... just wondering about the status of my PAID order.

 

The parts look great, it's your customer service that concerns me.

How long has it been since I've talked to you about the CF mirror caps you NEVER shipped?

Ya, I know the "new, never been installed" mirror caps have broken tabs now ... last I heard you were going to find a replacement, but that was when I called you. (Quite some time ago)

You have NEVER called me ... just wondering about the status of my PAID order.

 

The parts look great, it's your customer service that concerns me.

How long has it been since I've talked to you about the CF mirror caps you NEVER shipped?

Ya, I know the "new, never been installed" mirror caps have broken tabs now ... last I heard you were going to find a replacement, but that was when I called you. (Quite some time ago)

You have NEVER called me ... just wondering about the status of my PAID order.

 

The parts look great, it's your customer service that concerns me.

How long has it been since I've talked to you about the CF mirror caps you NEVER shipped?

Ya, I know the "new, never been installed" mirror caps have broken tabs now ... last I heard you were going to find a replacement, but that was when I called you. (Quite some time ago)

You have NEVER called me ... just wondering about the status of my PAID order.

 

Double post

 

That price look great, it's your customer service that concerns me.

How long has it been since I've talked to you about the CF mirror caps you NEVER shipped?

Ya, I know the "new, never been installed" mirror caps have broken tabs now ... last I heard you were going to find a replacement, but that was when I called you. (Quite some time ago)

You have NEVER called me ... just wondering about the status of my PAID order.

 

Thanks for clearing up the facts, but it's your customer service that concerns me.

How long has it been since I've talked to you about the CF mirror caps you NEVER shipped?

Ya, I know the "new, never been installed" mirror caps have broken tabs now ... last I heard you were going to find a replacement, but that was when I called you. (Quite some time ago)

You have NEVER called me ... just wondering about the status of my PAID order.

 

Per our last conversation I'm seeking out a replacement cap but have been unable to source one. I told you that I would contact you once I sourced one, but I haven't contacted you because I haven't got one yet. Like I said on the phone I may not even be able to.
Your order is NOT PAID as you have not been charged a penny.

 

I have nothing but awesome things to say about Way and his staff. As most of you here on NAM know Way contributes a lot of info. For those of you looking for parts one doesn't need to look any further. A couple of the main reasons I like doing business with Way I AM GOING TO GET THE RIGHT PART THAT FITS, HELPFUL SERVICE ON THE PHONE. BTW his prices are ok as well.

 

I as well have never had anything but great customer service. I am in a service industry (health care) and I can tell you that no matter what you do there will always be someone (probably like this guy) that can't be pleased and are always causing problems. And these individuals are treated no different then all the other happy customers.

 

Personally...I don't think he's causing any problems...he's just expressing his Constitutional Right to Free Speech.

 

I bet he could have found a better way

 

People can always find better ways to communicate their concerns.

 

I think this is probably the WORST way to go about getting an answer out of Way. I've always been able to pick up the phone and call the guy to get an answer. Pretty sure you could have to.

 

Wow! That's going to put him at the front of the line!

 

Hello All,

My name is Mike Johnson. I found NAM in June of 2007 and registered as a member. In the 6 years I have been here and just shy of 1900 posts I have found this site to be both helpful and friendly.
I have never had an issue with any of my posts prior to today.

In 2008 I believe my kids and I met Way, and had a pleasant conversation, at Mini Takes the States Chicago. (which was actually in WI)

In May, of this year, I found a pair of JCW carbon fiber mirror caps for an R53 listed on Way's website. I called and talked to Way personally about the CF mirror caps to confirm that he actually had them, that they were authentic JCW CF parts, and check the condition prior to ordering. Way told me, "they are new, and have never been installed."

Based on Way's commitment I placed order #10237 on 5-22-2013 for JCW CF Mirror Caps for $400.00 and $15.00 shipping. At 2:13 pm on 5-22-2013 I received a confermation email for order #10237 with a message, "Thank you for using our shopping system." A week and a half or so passed and it was getting hard to wait for our new parts to arrive. I checked my email to find a tracking number to see where they were but it appeared I never received one, so I called Way.

Unfortunately it was difficult to get ahold of Way now, I kept getting a message that said ... if you are calling during business hours we're probably busy working in the garage. I called and called, leaving messages for Way but he never returned my calls.

Finally I was able to reach Way and he told me that he had not shipped them because there was a problem. Way told me that one of the "new, never been installed" caps had 3 out of 5 tabs broken. He offered to discount my order but when I declined he said he'd locate another one, since they are still available.

Since my phone call to Way I had not heard from him, and throughout this proocess he has never contcted me. It has become increasingly frusterating to call and call Way and never be able to reach him or have a message returned. I paid online with our debit card and after receiving the confermation email I expected that we had been charged. After checking today it appears as though Way may not have processed my payment.

At 9:51 am today, Friday July 19th, I received an email from Way stating, "... we are sorry to inform you that your order was declined." A curious reply 2 months after confirming our order. It would appear that my posts this morning resulted in something my calls and messages failed to produce ... a reply.

I am extreemly dissapointed in Way's lack of customer service and his now apparent refusal to honor the commitment he made to me 2 months ago.

Mike

 

God Bless You!...But my comment was for people in general.

 

He never charged you, and since he cannot locate another set of the product, he is not going to process your order. Things like this happen. You're not out any money. Your car was not out of service. Might as well move on and drop it.

 

And your posts may have backfired a bit, because reading the product blurb sort of brought them to people's attention. It certainly did catch my eye. :-)

 

Sounds like Way was still trying to locate another set for you with no luck - until you posted what you did today. I am sure you're frustrated - but like JoanieB said above - it's time to move on.

 

Was he ... I'd have no way to know. (There are other sets available, just not at the price he agreed to sell them to me.)

I do know I feel like he has been less than honest with me.

I do know if they were indeed "new, never been installed" one mirror cap probably wouldn't have 3 out of 5 tabs broken.

I do know he never called/emailed me to let me know there was a problem.

I do know after there was a problem he never answered my calls or returned my messages.

I do know he made a comitment that it appears he has no intention of honoring.

In my opinion that's not good customer service.

 

Sorry you feel you had a hard time getting ahold of us, but if you would have listened to the entire message on the phone it directs you to call our other number 770.234.9965 if you can not reach us on the first number called. We have someone that answers that phone 10-6 everyday. It always amazes me at the number of people that will not call this second number and then complain that they couldn't talk to me. Many times I may spend 30min-Hour on the phone with a customer helping them so it is very common for me to not get every call as I'm trying to give all the help I can. Also I still have not received any of the messages you left on my voice mail.

As for the times we talked it has been too long for me to know exact days that we talked, but I know we talked that week as you had ordered on a Sat. I also do remember talking to you prior to purchase as you were interested in them mainly because of the price. We had a low price on them as a reflection on how long we've had them sitting on the shelf as they had came from another business I had purchased and these were still in the original boxes.
When we received your order on Monday I had to dig them off the shelves. That is when I had opened them up to verify that they were correct, and didn't have any scratches on them as that is common to find on CF parts. That is when I had found the tabs on them damaged. How that happened I do not know may have been one of my employees test fitting them, or may have been like that when I got them either way I could not send them to you in that condition and would never send them to a customer unless they knew and were prepared for it.
After that I started hunting for a replacement as I only needed one to complete the set. I then talked to you and told you what I had found. Yes I did offer them to you at a discount if you wanted to take them as is and you declined which was fine and perfectly understandable. I then told you I would try to source the one cap needed but didn't know if I could get one. I also told you I would contact you when I found one, and that you had NOT been charged and would not be until I had a set to send you and talked to you. To this date I have not talked to you as I was NOT able to source one for you. I have put in orders for them but not received any as it appears stock is out or may not longer be available. I had also removed the product from our site because of this.
Today I logged onto NAM to find you had posted the same complaint on about 8 different threads that had nothing to do with your order or even discussion of the cap you were looking for. So after reading your complaint and you being so dissatisfied I went back into our system and marked your order as declined. That way you would know that you had NOT been charged as you previously stated. And since you seemed so angry I figured even at this point if I was able to get you the cap you would not want it anyway. So may be best to just ensure you didn't have to be "concerned with our customer service".
I feel I have tried to "honor my commitment" as I never gave up on this order. But at this point I feel I'm done.

 

Lots of common ground here Way.

You remember talking with me prior to my order, you told me they were "new, never been installed." I placed the order on Sat.

On Monday, " ... I (Way) had opened them up to verify that they were correct, and didn't have any scratches on them as that is common to find on CF parts. That is when I had found the tabs on them damaged."

So on Monday when you learned they were not "new, never been installed" did you call or email me? No, as a matter of fact after you learned they were damaged you never called or emailed me.
You waited almost 2 weeks to hear from me when I didn't receive them. I don't think it'll come as a surprise to anyone that I wouldn't consider that to be good customer service.

In the more that 6 weeks since we last talked and you told me you were looking into a replacement have you contacted me by phone or email?
Of course not, you have never called or emailed me prior to an email this morning.

Way, I called prior to my order and you gave me your personal assurance. I placed my order based on your personal assurance ... it's been 2 months since I ordered and you made a firm comitment to me.

How could I not be dissapointed with your customer service

I can't speak for anyone else but when somone makes a commitent to me I do expect them to honor it.