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post #21 of 91 (permalink) Old 01-06-2005, 10:12 PM
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Originally posted by mdzowner@Dec 9 2004, 12:42 PM
[b] ive never ordered from them personally because ive heard that their customer service is the worst. ill try ro find the posts on the other forum i visit. all bad. usually you tend to believe it , an you guys a re proving that correct again.
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wow, this is great! you've never ordered from us before, but you're posting a reply about other people's experiences. not only that, the link that you posted is from almost 2 years ago!!!!!! i guarantee you that if you call us tomorrow (we're closed right now) you will have superb customer service. guraranteed. i'm sure that any of us can scoure the internet and find multiple negative threads about every vendor. we don't just take people's money and never send them the product. how would we still be in business after 5 years if we did that. yes, we stock thousands of dollars in merchandise (unlike hopupracing.com. also unlike hopupracing.com, we are actually a shop. we have 6600 square feet, in house dyno, full fabrication, and a warehouse. customers send their cars to us from around the world to have them built because we have proven that we can produce. for example, christian rado's '04 V8 four runner is here right now. we built it using a TRD supercharger, nitrous, and AEM EMS standalone computer.

people, please call or email us before believing what other people have said about us. unless you've had a personal negative experience with any company, please stay neutral. posts like this actually hurt people's businesses and their employees! this thread was started by someone in may '04, and only 1 other person had a personal negative experience, which was a DHL issue. the link was to a thread that is almost 2 years old now. time changes things.

i have been managing this company since may and things are much better since my arrival. this is largely due to the fact that i have 5 years of corporate america sales/management experience, and i was very successful at what i did. yes, things were not that great with managing of accounts before i arrived here, but it had to be fixed. coming from corporate america, where everything is automated, i would not be able to work in this environment without order and efficiency.

if i didnt make a believer out of anyone, i'm sorry. i guess you'll just have to call us, email us, or place an order with us and find out for youselves. we are for real.

Pete
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post #22 of 91 (permalink) Old 01-06-2005, 10:23 PM
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Originally posted by HyperSprite+Dec 9 2004, 03:33 PM-->
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<!--QuoteBegin-Daking350Z
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@Dec 9 2004, 02:06 PM
[b] In their defense,alot of the items they sell are JDM and get shipped in by container from overseas.a very frustrating process..We waited from the end of september till just today to get our APS shipment so if you pre-ordered from us you would say we suck too..lol..Some things we have little or no control over..
Maybe... but all it takes is a little communication. I am sure if they had been the ones to email Steve and say "your parts are still in route to our shop" and then "your parts are at the painters" etc, even if it was just a load of bull, at least he would have felt like they were working for him and doing the best they could.

Part of the overall problem is the web has gotten us all used to instant gratification. You click "buy" and you check every day till it shows up, if companies are going to sell stuff on the web, they need to set the expectation at purchase time. A "ships in 24 hours" or "ships from Japan, could take a while" or whatever would help.

Chris
before a customer is charged a penny, the status of the product ordered is determined. if we do not have it in stock, we check with the vendor/manufacturer for eta. at that point, if our vendor/manufacturer has it in stock, the customer is charged, and a purchase order is made for the product to be shipped from the vendor/manufacturer. if there is a back order on the product ordered, we determine approximate eta on availabliity. an email is sent and a phone call is made to advise the customer of the availability. the customer then can decide whether or not he/she wants to wait for the product or cancel the order. now, we can only relay what the vendor/manufacturer tells us is eta to the customer. in other words, if veilside tells us next container from japan is scheduled to arrive mid next month, then customs, then shipping, then we tell our customer all of this. containers, because they are being sent from japan, do not always arrive on time. we dont have any control of this. if you look at what we sell on our website, probably 75% is imported from Japan! many of the manufacturers we actually go direct through to get the product. we&#39;re not going through 1-2 people to get products. this is an import business. importing anything is not a guranteed science. this is not dell, this is not ibm, this is not best buy. simply clicking on the "buy" button doenst mean that it&#39;s in stock. it also doens&#39;t mean that you&#39;re automatically charged either. again, we don&#39;t charge our customers a red cent until we know status of availablity. period. now that&#39;s good customer service.

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post #23 of 91 (permalink) Old 01-06-2005, 10:25 PM
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Originally posted by Daking350Z@Dec 9 2004, 03:06 PM
[b] In their defense,alot of the items they sell are JDM and get shipped in by container from overseas.a very frustrating process..We waited from the end of september till just today to get our APS shipment so if you pre-ordered from us you would say we suck too..lol..Some things we have little or no control over..
thanks for this. peace k? lol.

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post #24 of 91 (permalink) Old 01-07-2005, 12:06 AM
 
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Props to intense for stepping up and answering all of these questions. It truly shows a concern for a good name and is a good buisness practice. Although there are mixed reviews about them, after reading the responses it seems pretty clear that they do their best to help. I would order from them.
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post #25 of 91 (permalink) Old 01-07-2005, 12:30 AM
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One thing that needs mentioned here which covers ALOT more than just Intense Motorsports.

You will ALWAYS hear complaints about a company stated louder and more often than you will hear PRAISE. Its just human nature. If someone has a bad experience (as well there will be with any and all companies) they will most likely be steamed a bit and vent it on the internet and to their friends. I know I have been tempted to do that on some companies.

I mean look at all the stores you have shopped at over the last year, online, mall, etc.. I am sure 99% of the transactions went flawlessly. You got your CD, DVD, bubble gum, stereo, or whatever and went on your way. But I doubt you went to the internet and said "WOW, i just went to walmart and bought a notebook for 1.99 and the service was great!." On the other hand, if a transaction went faulty and you got a bad product, and maybe there was some difficulty getting a replacement due to whatever, I bet most people would be a little ticked and take up arms against whoever the vendor was.

Just something to think about. Dont judge a company by what your friend told you or what you read on some forum deep in the corners of the internet. Do research, talk to the vendor themselves, and usually you can tell if they are being straight with you. I have spoken with Darren from Intense a few times and he seems like a straight up guy. The import world is cut throat and product is hard to come buy, so take this for what its worth.

I cant say how many times i have seen this occur. I know im guilty of it, althought i have made it a point to change..

I know i will be ordering from them, as well as other vendors who have had gripes about themselves.

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post #26 of 91 (permalink) Old 01-07-2005, 12:34 AM
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Well said. This applies to every type of business or service. In my &#39;biz&#39; there is a saying: One &#39;aw shit&#39; can wipe away a thousand attaboys.

It seems a lot of ppl, no thanks to the media and abundance of lawyers, are more focused on the negatives than the positives. We need to give praise where it&#39;s due and keep the rare and negative occurrances to ourselves, unless it happens more than twice (IMO).

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post #27 of 91 (permalink) Old 01-07-2005, 09:57 AM Thread Starter
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Originally posted by 1ntenze+Jan 6 2005, 08:25 PM-->
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<!--QuoteBegin-Daking350Z
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@Dec 9 2004, 03:06 PM
[b] In their defense,alot of the items they sell are JDM and get shipped in by container from overseas.a very frustrating process..We waited from the end of september till just today to get our APS shipment so if you pre-ordered from us you would say we suck too..lol..Some things we have little or no control over..
thanks for this. peace k? lol.
wow, this was an old thread. let me explain my reasoning for my post. First off the product i did receive was great quality and no problems with it what so ever. I just had an issue about how the customer service was handled. I understand you guys get plenty of orders a day but was stil no reason to not call back or email letting me know there was a problem with my order initially and that it had to be done over. I basically sat in limbo wondering about it. but again that was a few months ago. my initial post was in frustration from getting the run around and my apologies are for that.

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post #28 of 91 (permalink) Old 01-07-2005, 05:01 PM
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Originally posted by Conceyted@Jan 6 2005, 10:06 PM
[b] Props to intense for stepping up and answering all of these questions. It truly shows a concern for a good name and is a good buisness practice. Although there are mixed reviews about them, after reading the responses it seems pretty clear that they do their best to help. I would order from them.
thank you. i would have replied to this earlier, but just discovered it. we are very very busy, and it takes alot of time to search these things out. we try to support the 350z community as best we can. all of us here at intense have are car enthusiasts. we have a lot of heart and integrity also. we care deeply how people perceive us. it&#39;s really important to us. you can ask toykilla, i have had many conversations with him over aim, very late at night, while still working. thanks again though, seriously, it means alot.

Pete
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post #29 of 91 (permalink) Old 01-07-2005, 05:37 PM
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Originally posted by Steve350Z+Jan 7 2005, 07:57 AM-->
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Originally posted by [email protected] 6 2005, 08:25 PM
[b] <!--QuoteBegin-Daking350Z
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Quote:
@Dec 9 2004, 03:06 PM
[b] In their defense,alot of the items they sell are JDM and get shipped in by container from overseas.a very frustrating process..We waited from the end of september till just today to get our APS shipment so if you pre-ordered from us you would say we suck too..lol..Some things we have little or no control over..
thanks for this. peace k? lol.
wow, this was an old thread. let me explain my reasoning for my post. First off the product i did receive was great quality and no problems with it what so ever. I just had an issue about how the customer service was handled. I understand you guys get plenty of orders a day but was stil no reason to not call back or email letting me know there was a problem with my order initially and that it had to be done over. I basically sat in limbo wondering about it. but again that was a few months ago. my initial post was in frustration from getting the run around and my apologies are for that.
yes, it&#39;s an old thread. and one that i just stumbled upon yesterday. it&#39;s very discouraging to see your thread, because it means we had an unhappy customer. sure, every company has dissatisfied customers, that comes with being in business. from what it sounds like, you ordered in may, when i had just arrived here. all i can say is sorry. my apologies, even if i had no involvement in your order. seriously. my bad. i&#39;ll take that on me. customer service is 1000% improved since my arrival here, and i take it very personally if there is any dissatisfaction whatsoever. please give us another chance, i promise to take care of you.

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post #30 of 91 (permalink) Old 01-07-2005, 05:38 PM
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Originally posted by SmoothZ@Jan 6 2005, 10:34 PM
[b] Well said.* This applies to every type of business or service.* In my &#39;biz&#39; there is a saying: One &#39;aw shit&#39; can wipe away a thousand attaboys.

It seems a lot of ppl, no thanks to the media and abundance of lawyers, are more focused on the negatives than the positives.* We need to give praise where it&#39;s due and keep the rare and negative occurrances to ourselves, unless it happens more than twice (IMO).
thanks! btw, you&#39;re preachin to the choir here... lol

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