ok , i called Neil from Euroteck 2 months ago to order the front chin spoiler for my 55.
I was told that he was waiting for another shipment and in 2 weeks , he would call me.
Never called, i waited a month. i called him again, he remembered conversation, told me that they were all presold and he didnt call me back because he lost my number. no biggie, stuff happens. he told me that if i didnt want the same to happen, i should prepay and then i could get one in 3 weeks tops, maybe sooner but he liked to be safe. Fine- i prepay. wait 3 weeks. leave a voicemail on his cell, which he does not return. i leave voice mail at office , which has not been returned. i still dont have product. has anyone else had problems with this company? and am i overreacting and being the jerk here? i just cant fathom customer service like this, i work in retail too , and cannot dream of not returning a call.

 

You are not over reacting at all. I would not be allowed to get away with this kind of poor communication. Pre-payment shouldn't be the only way to ensure you will get your product anyways. He orders it and gets the stock calls you and you come and pay for it. It's a pretty simple process. I can understand if he requires it if he cannot send the product back. If he continues to not respond to you, just call up your cc company and dispute it and buy it elsewhere.

 

I know this is no excuse, but I know Neal was just here in San Diego for the last couple of days, I can tell you he is not one to avoid anyone be rest assured he will contact you.

 

+1. He mus tbe very overwhelmed with work or something else is wrong. he is definitely always on top of things.

 

the lack of a call back wouldnt be so bad , except it was compounded with the fact that he never called me back the first time. and the fact that nobody ever answers the phone at euroteck, weather you choose option 1 - sales, option 2-wholesale, or option 3- shipping. it all goes to voicemail. did the whole company visit you in san diego? and leave thier cell phones in florida? can i buy it from you instead? im not really pissed at neil, i just want my product that i paid for.

 

update. he just called and told me the product would be delayed till the 7th and offered to cancel the order. i told him that i had not problem waiting till the 7th if its really the 7th. he said he is not resposible for delays could be one day earlier , could be one day later. he didnt want me to get upset if it was not there on the 7th. i told him that , why dosent he just tell me the 8th? you know the whole under promise over deliver principle. i told him that i could even wait longer, indefinately- as long as someone called me and just said sorry for the delay , your product is scheduled for -------. and even called me back on the next date and said the same thing with a new date. he also said that he was at a car show in ca and if i bothered to email, i would have gotten an automated response telling me so. but since i called his cell and the actual store, they didnt leave the message on thier voicemails. he offered numerous times to cancel the order. i explained to him that if i wanted my money back, i would have just disputed the charge. i want euroteck product , again i ask - am i in the wrong?

 

You actually seem very reasonable. I could care less if they were at a car show or at the top of Mount Everest, they need to communicate with you on a somewhat frequent basis especially if the product is delayed. It seems like nobody at these companies stays organized and leaves it up to you to keep checking back. Not good customer service IMO and I probably would have canceled my order and bought a similar product from another company. This just pisses me off to no end because this same thing has happened to me too many times. For me, even the first sign of bad customer service and I want nothing to do with the company anymore unless they really acknowledge that they are in the wrong and promise to work towards better service. Good luck. I hope you get your product is a somewhat timely fashion.

Larry

 

After neil called, i thought i was being too demanding. he told me that i didnt really order the prouct 2 months ago but only a little over 3 weeks ago. i reminded him that the 3 week date was actually the second time i had contacted him and the first time i didnt officially order it. what happens when you contact a company , tell them that you would like to buy something they have, and they tell you no problem we will call you in two weeks when they are in and you can pay then, take down your name and number. in my book , thats an order. to be fair, i was getting a discount because i run a dealership and the car was originally a stock unit that i bought. dont know if that makes a difference to anybody reading this .

 

I agree communication is key. in fact overcommunication is even better.

 

oh yeah, hijacking my own thread. i bought a set of vossen wheels and they were timely, professional, communicative, and perfect. you always here of disssatisfied cusotmers and not the satisfied ones. i am not hard to get along with.

 

I have bought two CF lips for my 55Ks (E55 & CLS55) and Neal had been great both times. Im not defending Neal but his CF products are top notch, I can not explain why you didnt get the return phone call but you wont be disappointed once you receive your CF lip for your E55.

 

They came damaged and were immediately replaced. I catch him on Google chat all the time. He is a respectful and hard working person. No hesitation purchasing from him again.

 

I've seen Neil on this site a lot and seem like there are a lot of satisfied customers. But what you are going through kind of bring up the other subject about 360 FORGED since they are related. Brother-in-law of some sort. Just a thought. Thanks for the heads up though. I was thinking to order the CF lip as well, but this will be a pain to bare. Hope you get yours soon.

 

yeah, he has always been respectful , except maybe the last call. guess he got mad that i got mad bc he didnt return call. hardworking? i dont know the man well enough to judge that, all i can go by is my experiance and others kind enough to post their experiances oh here. hopefully , i get my product in a timely manner or at least get a phone call if there is a delay. i will keep you guys posted with my progress.

 

ive read about alot of satisfied customers as well, its part of the reason i went to him. i read that whole mess about 360, and definately dont equate neil with that level of service or that company. after reading about all the happy customers, i couldnt believe i was having such a hard time just buying 1 piece. i thought maybe i was the one being unreasonable. how long is a reasonable period to wait in your opinions?

 

I think 3 weeks is the most you should of waited. I called EuroRev and they have the Carlsson version of the lip that is 100% CF. Their turn around time including shipping is less than 3 weeks. You waited too long and been giving the run around. Once a seller is willing to offer to give your money back and you refused...he knows he can screw around with you since he knows you really wanted.

 

I've bought my W211 CF airbox from Neal and no problem.

Sometimes simple things/process may not be so simple if certain other companies are involved.

Neal is a stand up guy and can attest to his deliveries. Just hang in there.

 

I just got mine he told me 2-3 weeks and it came on time and as described.

 

WTF!!!!!!!! This is absolutely ridiculous!!!!!!! I NEVER IN ALL MY YEARS BEING ON THIS FORUM SEE SOMEONE REACT LIKE THIS!

Customer called sometime ago asked if we had any lips in stock, we didn't. We were having more soon and if I had more I would contact him back. I didn't contact him since they were all sold and I did not have any. I NEVER SAID I LOST A PHONE NUMBER!!!

Also, when he called back to order one, I said it will be about 3 weeks which is always an estimate, he ordered the part on 6-8-09. Not even a month ago!!!!! We were closed from Wednesday-Monday at SocalEuro car show in San Diego. We get back yesterday (Monday) and got a nasty voice mail. I call him back and tell him its not been 2 months like he said, its been a few weeks but it will be more because it will be done around July 7th and if he wants he can cancel the order. I find it absolutely crazy how someone can come on a forum and talk about lack of communication when we never let one voice mail or email go by more then a few hours without a response. I take it very personal when someone criticizes my business practice and gets other to belive a crazy story like this. I work to hard for that to happen and thankfully others see that. We also did this customer a favor, he works at a Nissan dealer and asked for our wholesale price, which we only do to Mercedes-Benz dealers but I gave it to him anyway out of courtesy.

The last thing I need is a customer not understanding enough to call out lack of communication when we were closed 2 and a half days for a yearly car show we do. In fact, customers like this tarnish our reputation and are never happy in the end. Euroteck is not a company that needs to sell things to people like this and we are not that eager to sell something and have someone talk bad about us if it is not true. I will personally be canceling this order. I am sorry to the customer, but I do not need someone lying about my company's reputation. He will be refunded in full today and we will not be doing business with him in the future.

 

WHERE ON EARTH DID YOU POSSIBLY HEAR A LIE LIKE THAT? I am in no way shape or form related to Jordan!!!!!!!!! Or 360 Forged! In fact I only met them once for about 5 minutes!

There are more lies in this thread then I seen in a long time!

 

Neil, please allow me to respond. The phone conversation today was heated to say the least, on both sides.

If you read the post, I was actually asking if i was the one being unreasonable. 2 business days for a call back? Hey, maybe that is reasonable in your opinion. Alot of people on these boards are professionals. Maybe they could tell me that I was the one being out of line. I dont allow my salespeople to wait two days to respond to a customer. I can imagine anyone on this board or even yourself to wait two days for a doctor, attorney, plumber, heck , even when you call lowes to see if a drill is in stock before you drive up there. I cant imagine you would wait two days for any of the above to call you back. when we get shopped, the customer often doesnt wait two minutes before calling the next dealership. But imho, shouldn't the customer decide what is a resonable time to wait for a return call? I mean c'mon , i did wait 2 days, but lets say for the sake of arguement , that i am being unreasonable. For that I am sorry. I apologize.

Ok I maintain that you did tell me that you must have misplaced my number. You maintain that you never said that. In fact ,you yelled at me and said that "to be honest , you didnt even take my number down". I also maintain that you told me you would call me in two weeks when they were in. Whilist you corrected me and told my that you would only call if there were extra pieces to sell. Ok, lets say you are right on both counts. how the heck were you going to call me for extra pieces if you didnt even take down my number? hmmm.... caught up making excuses, when a simple "sorry i forgot about you " would have been perfectly acceptable. You cannot be right on both counts.

6/8 - you are again truthful. 6/8 plus 21 = 6/29. I should have my spoiler. I was told 3 weeks tops and that you like to quote longer , just in case, to be safe. A simple phone call to me saying sorry for the delay would have been much appreciated.

Btw , it was 2 business days, but actually 4 days before you returned my call. I definately would call the phone message angry, nasty is a bit of a stretch. I did not use foul language or speak in the tone you used on me tonight. How was i supposed to know that your whole staff was at a show? Says on your company voice mail that someone will call you back. No mention of any show. You waited 4 days - 2 business days to call me back, when your normal turnaround time for voice mails is a few hours? and you find it "absolutely crazy"? Why is that crazy? You just admitted that you always respond within a few hours. Great, a few hours would have been perfect. Why cant you admit that maybe , I didnt get the normal great treatment that your other customers get?

Neil, its your business, and you should run it how you see fit. Its not a crazy story and you posting on here actually confirms my "crazy" story. Why is it crazy? Lousy customer service maybe, but its not like I rode an elephant into your shop - now that would be crazy!

And its very generous ; the favor you did me. Now did I actually ask for this favor like you put it? Or did I ask if there were any discounts for autodealers with tax id numbers? I did say upfront that I was a Nissan dealer and was not decietful. If there were no discounts available, fine. Never hurts to ask. But lt me ask you this. If I agreed to sell you a gt-r for $20,000, but never produced the gt-r , put $20k on your charge card , and never called you back , just how much of a favor would that be? Essentially , thats what happened here.

Im sure anyone on this forum would gladly pay and extra $100 for some common courtesy. No one wants unhappy customers, ungrateful customers or abusive customers. I try to turn those customers in to happy, grateful, and peaceful customers. Yelling at them and refusing to sell to them is one way, but like it or not - I am your customer, just a disssatisfied one. This is not a lie. I am truly dissatisfied.

In your defense, you are probably a very hard worker. Whenever I called you , you sounded really really busy. I believe this is why our first conversation might have slipped your mind. Im sure you have alot of satisfied customers. Some of thier posts made me stick with my order despite my unhappiness. I was even willing to post the review of the rest of the transaction and the product for a happy ending to a rocky start.

Believe me, as a fellow businessman in retail, its hard to follow the cutomers always right rule. Especially when some of them can be unreasonable. I merely wanted to know if I was being one of the unreasonable ones. I know now, that i wasn't.

Thank you for taking the time out of your day to respond to my post. Sorry our business transaction did not work out and you feel the need to turn away any future business from myself or my dealer group.

Even though your lip is a wrap as opposed to full cf, i did like it alot and wish you the best in your future dealings.

 

he must have seen the photo shoot with the 360 wheels and the test fit of your spoiler on that black cls. it was a while ago , but the message said something like "thanks for the use of the car jordan" i dont want to speak out of turn , but i thought it did say something about brother in law? i could have been wrong though.

 

hey thanks!!, i will take your recommend and call eurorev tomorrow.
u r the man.

 

I didn't even read all that, I had no interest to. But keep in mind, this is not the car business, we are not run like the car business, if you were unhappy at first you did not get a call back, why not just call and say I didn't hear from you did you lose my number? You sound like you have been in the car business for a long time, which I cannot say is a good thing....But we do not haggle customers and call customers everyday if we do not hear back from them asking if they want our part, If they want it, they know where to come. We try everything in our power not to be run like a typical car sales store.

I will end it there, I also think its best we do not do business together, and I am glad I made that call. I like customers to appreciate the part and effort put into each one, and it didn't sound like you would ever be that happy since you somehow think full cf is better? when ours is even lighter then an all cf part... I would not want you to settle with out part if its not what you really wanted anyway.

Best of luck to you and your future mods on the car. I have no hard feelings, it was just not meant for us to do business.

 

Oh, that. Yes, it was Jordans brother in law who came to our shop for us to install it on his black CLS.