Weistec and their business way
Thread Starter
Member
Joined: May 2012
Posts: 96
Likes: 2
2007 E63 AMG
Weistec and their business way
There is another thread on Weistec woes and it showed the kind of customer service one could expect from Weistec. Not once Weistec apologized to that customer for inconvenience but spent great effort to make the customer look bad. Well, ordering something like oil and air separator should be simple enough to not cause that much headache, I thought.
Order placed on 1/13/2018. No status change on my order on 1/16/2018 ( yes there was weekend). Emailed Weistec and they responded and said the order should be shipped out on 1/17 or 1/18. Actually the word they chose to use was “looking at shipping it”. I asked if parts were not in stock or normal order can take that long at Weistec. They simply responded “some parts need to be made”. Did they mean they do not have all parts for my order to ship out? All parts need to be made at one point, not informative response to cover their slow order handling process.
As 1/18/2018 was passing, I made a request to make sure it gets shipped out. No response and 1/18/2018 passed. I made another request asking when it will be shipped out and called out on their poor customer support/business practice. It is now 1/19/2018 and there is no status update.
In contrast, I ordered a few parts from FCP Euro. There was a time when my order was delayed a week or so. But they provided reasons why and those reasons were good enough and appreciated.
Moderators please dont lock this thread until this gets resolved. Weistec, I welcome you to blast this thread as you did to the other customer of yours. But I much rather prefer you offer a good reason for delay and ship the product out in a timely manner.
Order placed on 1/13/2018. No status change on my order on 1/16/2018 ( yes there was weekend). Emailed Weistec and they responded and said the order should be shipped out on 1/17 or 1/18. Actually the word they chose to use was “looking at shipping it”. I asked if parts were not in stock or normal order can take that long at Weistec. They simply responded “some parts need to be made”. Did they mean they do not have all parts for my order to ship out? All parts need to be made at one point, not informative response to cover their slow order handling process.
As 1/18/2018 was passing, I made a request to make sure it gets shipped out. No response and 1/18/2018 passed. I made another request asking when it will be shipped out and called out on their poor customer support/business practice. It is now 1/19/2018 and there is no status update.
In contrast, I ordered a few parts from FCP Euro. There was a time when my order was delayed a week or so. But they provided reasons why and those reasons were good enough and appreciated.
Moderators please dont lock this thread until this gets resolved. Weistec, I welcome you to blast this thread as you did to the other customer of yours. But I much rather prefer you offer a good reason for delay and ship the product out in a timely manner.
Former Vendor of MBWorld
Joined: Dec 2010
Posts: 585
Likes: 29
From: Anaheim California
Weistec
We believe this is Mr. Kim from Virginia?
We do apologize for the delay.
The order was placed on our website on Saturday 1/13, we were closed Sunday and the MLK holiday on Monday. Tuesday morning your order was reviewed by our sales staff and our website had it set as pending as potential fraud. We have very strict rules set for our online orders because we have had many fraudulent charges. Your order was put through its checks and balances by our sales department and credit card merchant and we determined that it was not fraud. Unfortunately, this took most of the day Tuesday to straighten out. The order was then given to our warehouse order fulfillment Wednesday morning, it was determined that after a large dealer of ours purchased a bulk order of our Oil Air Separators that one single part was out of stock. We had already machined a large batch the week prior and were just waiting for our anodizing vendor to finish the parts.
Those parts were completed last night, Friday the 19th. After we saw your forum post this morning, Weistec staff went into the office today on a Saturday to package and ship your order. You selected ground shipping but we upgraded it to overnight for free.
We hope you like the parts and will continue to do business with us.
We do apologize for the delay.
The order was placed on our website on Saturday 1/13, we were closed Sunday and the MLK holiday on Monday. Tuesday morning your order was reviewed by our sales staff and our website had it set as pending as potential fraud. We have very strict rules set for our online orders because we have had many fraudulent charges. Your order was put through its checks and balances by our sales department and credit card merchant and we determined that it was not fraud. Unfortunately, this took most of the day Tuesday to straighten out. The order was then given to our warehouse order fulfillment Wednesday morning, it was determined that after a large dealer of ours purchased a bulk order of our Oil Air Separators that one single part was out of stock. We had already machined a large batch the week prior and were just waiting for our anodizing vendor to finish the parts.
Those parts were completed last night, Friday the 19th. After we saw your forum post this morning, Weistec staff went into the office today on a Saturday to package and ship your order. You selected ground shipping but we upgraded it to overnight for free.
We hope you like the parts and will continue to do business with us.
Last edited by Weistec; Jan 20, 2018 at 01:42 PM.
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Super Member
Joined: Mar 2017
Posts: 770
Likes: 71
From: Utah
2003 Mercedes E55 AMG
sorry this was a complete waste of a post u didnt get a response after a couple days seriously .... remember that ur not their only customer and their was a holiday and weekend .... serious cry for attention.
MBWorld Fanatic!
Joined: Aug 2003
Posts: 8,882
Likes: 1,212
From: In my garage
E55, GLS450, GL63, GLE350
This was not a waste of time in my opinion. Good recovery by Wiestec but it shows there is need for better comminication with this customer and possibly others. It's all too easy to slam either side but this was a learning situation for both vendor and customer.
If you are a manager or owner, use this opportunity to coach your employees to handle these situations better. Customer service is becoming a lost art. What may be common sense to you may not be with your employees. Repeat and referral business is one of the best ways to ensure future success. Poor word of mouth spreads like wildfire.
If you are a manager or owner, use this opportunity to coach your employees to handle these situations better. Customer service is becoming a lost art. What may be common sense to you may not be with your employees. Repeat and referral business is one of the best ways to ensure future success. Poor word of mouth spreads like wildfire.
MBWorld Fanatic!
Joined: Sep 2007
Posts: 4,566
Likes: 421
05 c55 silver, 98 Imperial Red C43
There is another thread on Weistec woes and it showed the kind of customer service one could expect from Weistec. Not once Weistec apologized to that customer for inconvenience but spent great effort to make the customer look bad. Well, ordering something like oil and air separator should be simple enough to not cause that much headache, I thought.
Order placed on 1/13/2018. No status change on my order on 1/16/2018 ( yes there was weekend). Emailed Weistec and they responded and said the order should be shipped out on 1/17 or 1/18. Actually the word they chose to use was “looking at shipping it”. I asked if parts were not in stock or normal order can take that long at Weistec. They simply responded “some parts need to be made”. Did they mean they do not have all parts for my order to ship out? All parts need to be made at one point, not informative response to cover their slow order handling process.
As 1/18/2018 was passing, I made a request to make sure it gets shipped out. No response and 1/18/2018 passed. I made another request asking when it will be shipped out and called out on their poor customer support/business practice. It is now 1/19/2018 and there is no status update.
In contrast, I ordered a few parts from FCP Euro. There was a time when my order was delayed a week or so. But they provided reasons why and those reasons were good enough and appreciated.
Moderators please dont lock this thread until this gets resolved. Weistec, I welcome you to blast this thread as you did to the other customer of yours. But I much rather prefer you offer a good reason for delay and ship the product out in a timely manner.
Order placed on 1/13/2018. No status change on my order on 1/16/2018 ( yes there was weekend). Emailed Weistec and they responded and said the order should be shipped out on 1/17 or 1/18. Actually the word they chose to use was “looking at shipping it”. I asked if parts were not in stock or normal order can take that long at Weistec. They simply responded “some parts need to be made”. Did they mean they do not have all parts for my order to ship out? All parts need to be made at one point, not informative response to cover their slow order handling process.
As 1/18/2018 was passing, I made a request to make sure it gets shipped out. No response and 1/18/2018 passed. I made another request asking when it will be shipped out and called out on their poor customer support/business practice. It is now 1/19/2018 and there is no status update.
In contrast, I ordered a few parts from FCP Euro. There was a time when my order was delayed a week or so. But they provided reasons why and those reasons were good enough and appreciated.
Moderators please dont lock this thread until this gets resolved. Weistec, I welcome you to blast this thread as you did to the other customer of yours. But I much rather prefer you offer a good reason for delay and ship the product out in a timely manner.
No matter what, you always have to remain professional.
Member
Joined: Oct 2017
Posts: 216
Likes: 17
From: Boerne TX
E63 and GL450, ML350 bluetec
I ordered a few parts from another company, after 3 weeks I called and found out the door panel/prying tool kit was back-ordered so it wasn't shipped. I had them remove the part and it shipped the next day, wish I would have known, or looked closer to the (will be in stock) next to the kit, I would have called them earlier. I might have been bent about it if I really needed the EBC brake pads but the car is in the garage for the winter, but I understand when a week goes by and you done heard anything, only to find out it wont be coming for another 2-3 weeks. Too many places to find/buy your parts so no reason not to shop with the place that take care of you....or has really great prices.
MBWorld Fanatic!
Joined: Apr 2017
Posts: 1,120
Likes: 80
From: Tampa Bay, FL
05 E55, 98 CLK320
If weistec was such a good company they'd ship me one of their superchargers free of charge (I'll pay shipping because I'm a nice guy) so I can see how great of a company they are, until then I am unconvinced.
MBWorld Fanatic!
Joined: Jan 2010
Posts: 3,249
Likes: 257
From: Richmond, CA
2001 E320 Wagon, 2006 LBZ Silverado, 2007 E63 (sold), 2001 E55 (sold)
No need to get greedy, I'd be happy with just a set of ARP head studs.
MBWorld Fanatic!
Joined: Jun 2013
Posts: 1,814
Likes: 152
From: 'Merica
'04 E55 (Gone but not forgotten), '13 C63 P31 (RIP), another '13 C63 PP
And you guys should keep in mind, the oil/air seperator is like $600... For a part most people only charge $100 or so for. I think OP has a right to be upset for not being attended to in a manner he was satisfied with, and was justified in calling them out.
Super Member
Joined: Feb 2007
Posts: 809
Likes: 74
From: Dallas, TX
2008 E63 wagon (1 of 62)
I'm curious on this $100 air/oil separator you speak of. Who makes it? Who has installed it? Is it easy to install and designed to fit around other engine area components? Does it look like it belongs in the engine area when installed? Just some quick searches on most of the big names websites show only this $599 piece? Can you link some of these $100 kits please?
Member
Joined: Oct 2017
Posts: 216
Likes: 17
From: Boerne TX
E63 and GL450, ML350 bluetec
I'm curious on this $100 air/oil separator you speak of. Who makes it? Who has installed it? Is it easy to install and designed to fit around other engine area components? Does it look like it belongs in the engine area when installed? Just some quick searches on most of the big names websites show only this $599 piece? Can you link some of these $100 kits please?
MBWorld Fanatic!
Joined: Aug 2011
Posts: 3,428
Likes: 288
From: New Zealand
I’m working on installing one in my E63. It’s smaller than the $600 one but should do the trick. It does have a filter/screen on the inlet side, and looks high quality but the tubing is not going to be used, it looks like see through garden hose lol. It does have a little dip stick which is a good idea. I would have purchased the Weistec one but I can’t afford anything they sell, I need headbolts but the stud kit is out of my price range so I’ll do the updated bolts.
MBWorld Fanatic!
Joined: Jan 2010
Posts: 3,249
Likes: 257
From: Richmond, CA
2001 E320 Wagon, 2006 LBZ Silverado, 2007 E63 (sold), 2001 E55 (sold)
That's what I'm going to be putting in mine. They're cheap and I'm giving my housemate a month of free rent to waste a weekend doing them for me (he works at an indy). It'll cost me under $1000 installed. Should be happening fairly soon as he could use the extra funds for his wedding that's coming up (his words, not mine).
Last edited by Strigoi; Jan 23, 2018 at 06:36 PM.
MBWorld Fanatic!
Joined: Aug 2011
Posts: 3,428
Likes: 288
From: New Zealand
That's what I'm going to be putting in mine. They're cheap and I'm giving my housemate a month of free rent to waste a weekend doing them for me (he works at an indy). It'll cost me under $1000 installed. Should be happening fairly soon as he could use the extra funds for his wedding that's coming up (his words, not mine).
MBWorld Fanatic!
Joined: Jan 2010
Posts: 3,249
Likes: 257
From: Richmond, CA
2001 E320 Wagon, 2006 LBZ Silverado, 2007 E63 (sold), 2001 E55 (sold)
MBWorld Fanatic!
Joined: Jan 2016
Posts: 2,749
Likes: 881
From: In the Shadow of the Tetons
2013 ML350 Bluetec
About $800 for ARP head studs on an '05 Chevy Duramax. A few years ago, anyway. Worth every penny to not have to spend another 40 hours doing the head gaskets again.
