[Nickle74]

I am also at the current time dealing with intense, I ordered Hotchkis springs and a test pipes on the 25th of november. I just recieved the springs the other day finally, and the test pipes I was "told" that they wont ship till the end of the month. I have called them several times and Im in afghanistan so its not cheap to call. So we will see what they say at the end of the month, if they are not shipped by the 5th of jan. then I am getting a refund and taking the rest of my business elsewhere.

 

[sluggoZ]

QUOTE (Nickle74 @ Dec 16 2009, 08:44 PM) index.php?act=findpost&pid=588054

I am also at the current time dealing with intense, I ordered Hotchkis springs and a test pipes on the 25th of november. I just recieved the springs the other day finally, and the test pipes I was "told" that they wont ship till the end of the month. I have called them several times and Im in afghanistan so its not cheap to call. So we will see what they say at the end of the month, if they are not shipped by the 5th of jan. then I am getting a refund and taking the rest of my business elsewhere.

I dealt with intense ...several years ago. They seem to be getting a lot of complaints lately.... especially from the guys over at another Z forum.....the mod locked the thread.....I think mainly because they were a sponsor.....that's BS too!

 

[nerb]

Hate to hear about your bad luck, man. Nothing sucks worse than bad customer care. If people are willing to own a business, then they should do it right. Do they not understand that if customers are not happy, then they will lose money? As cliche' as that sounds, there is more to it than just YOUR money that they will be losing. With so much info on the net these days, people will refrain from using companies with anything less than a perfect reputation. I know things happen from time to time (as its happened in my business), but making excuses and not returning calls, yada yada yada, well, thats just unprofessional, and unprofessionalism won't be tolerated.

There has to be a pain in the butt by those businesses who rely on other businesses to keep their reputation high on people's list. So if Intense orders certain parts from business X, and business X does not perform their duty (or even if business X has to rely on another company, which is usually the case), then the chain of events are broken, leaving someone very ticked off--usually the consumer. But, it should make Intense ticked off as well seeing as how THAT effects THEIR business, leaving them the rather delicate option to do business with one more reliable (which in my book, supercedes price--price will be made up for in the end).

Oh well, in any case, very sorry to hear about the delay, pal. Good luck.

 

[hardtoocatch]

Thanks for the support guys! It just really sucks when you try to start a project and can't because of this kind of BS. I'm doing my complete intake and ordered Mrev2, iso-thermal upgrade, and Silver C/F engine cover ($300 one!!) over at the Z store (they are the best by the way) and received it a week later no problems at all. The intense stuff was order at the same time (AEM and Plenum) and there still f---ing me around. I have 3 days off from work i need to use before the end of the year and wanted to use them for this project. Well forget that i guess. Now i have to cancel the order, send back the wrong AEM they sent me and start all over again to find this stuff somewhere else. When i spoke to Darren over at intense a few weeks ago they said they will give me wholesale prices on my next order because of all of this mix up. I thought wow great this might all be worth the BS because my next purchase is going to be DC sport ceramic headers and Berk H/F cats. But now after sending me the wrong intake and never getting back to me as of today! Screw them.. Never will buy from them again.So do the math folks they need to credit me back $764 for this order and about $1000 on the next order for the headers and cats. That's a lot of F---ing money there losing. And they charge your card before they even ship or see if the stuff is in stock!!!

Well there is a happy ending to all of this ranting. I found the intake over at StatRacing for only $15 more then they where charging and I found a local guy to polish my plenum for $150 Intense wanted $285 Wo Hooo looks like ill be saving some money this x-mas

P.S. NERB i really doubt that AEM is the one to blame. Intense told me that AEM don't make the silver powder coat anymore so AEM made the decision to send me the polished be cause it is more money. If you don't have silver anymore but have gunmetal which is gray!!! Hello why not send gunmetal. Intense messed up and ordered polished from AEM because when they looked at the order real quick they saw POLISHED as in POLISHED INTAKE MANIFOLD not AEM Intake: silver. Anyway let me go call them now and get my money back!!!!

 

[steve350z]

merged with the intense thread

 

[intensepower]

Ok to keep this short.

Mistakes happen in this industry especially when drop ships happen. Interesting you say we should've just assumed to send you Gunmetal when you ordered Silver. WOW. Bottom line we ordered silver from AEM and THEY sent you Polished They no longer make Silver (They did not notify us of that BTW) and there lies the dilemna. AEM assumed to send you polished and you didn't want that, poor judgment on their part to do so but, when you say we should've done the same thing with gunmetal that is fairly perplexing.. DONE! that's the truth and that's it. Now for the final solution on the order, you are being fully refunded, we apologized for the mess up and delays. You will and are being taken care of now, obviously not the outcome we prefer but, being taken care of none the less.

Next the Resonated pipes are indeed B/O til end of month. If you would like to cancel you are more than welcome to do so. We are always on the customers side with these back orders and delays. The pipes will absolutely arrive for your vehicle.

I do have a question ... if you are in Afg. how is the b/o delaying your vehicle? Either way LMK how you would like to be taken care of and we will do that for you.

Keep in mind please that we have 5 lines here and they are slammed all day. We have 3 of us up front this is not a multi million $$$$ corporation like AEM or K&N etc. We are human as well and subject to Human error, ours and others.

Also keep in mind that errors are also subject to number of transactions. So mom and pop store #1234 takes 10 orders over a month they shouldn't have issues with errors. Intensepower.com takes 100's of orders every month and YES errors can happen, it's a numbers game especially when drop ships are involved. Customer service???? If a manufacture doesnt update or communicate with us it is near impossible to keep up on every single ordr thus the creation of drop shipping and creating a relationship with the manufacture. they are human too and mistakes happen.

You can't win em all but, we do try. In this economy follow up phone calls have more than tripled on smaller and smaller orders creating more and more work along with less and less margins. basically this equals 3 times more work for less money than before. People are stressed and it rains down to us as well. we are enthusiatts as well and feel the pain of waiting, please keep this in mind when wanting to Bash us the folks who work here on transactions and delays. We do try our best unfortunately the best isn't always good enough.

 

[hardtoocatch]

I'm not trying to bash you guys and i do except the 10 apologies you have given me but that will only get you so far. I want to help the other members here!! You say it's a numbers game and errors happen! This is very true but I have ordered twice in my life from you guys and both times was bad news for me! And since we are talking numbers you forgot to mention to everyone how you not only messed up on the AEM but also the Polished intake manifold. Anyway when i called intense today to tell them i want to cancel my order they tell me i cant because they sent out the intake manifold already and i will have to ship it back and pay 25% restock fee when i ask for the tracking number they put me on hold and then inform me that the shipping department shipped it to the wrong address.. :banghead: Holy crap man what are you guys doing over there!!!

You also stated that you told AEM to send silver the went ahead and sent polished. Isn't this what product codes are for 21-547p polished 21-547b blue 21-547c gunmetal. thats an error on your part! your web site isn't set up that way. If it was i would have what I ordered.. except for the polished intake that is.

Funny how you say numbers game.. I ordered twice from you.. both times = bad. Then i ordered again and you not only messed up one item but both items i ordered. So i guess ordering from you is like playing a game of russian roulette and every time i order from you i shoot myself in the head!!

 

[Nickle74]

Let me say this for one, I do understand back orders and yes you did offer me to cancel and I appreciate that. You are right the delay is not holding anything up but at the same time I just want to make sure that nothing gets lost in the system. I also understand the number of calls its the holiday season also so I am sure you guys are slammed, do not take it the wrong way when I am just looking out for my investments in calling often and ensuring that the parts are going to become available. The personnel that I have talked to on the phone have been very helpful and I appreciate that. It also is nice to see that you guys reply to posts and discrepancies on the forum that makes me actually feel better, and I know that you are doing what you can to resolve the situations.

 

[6spd z33]

Just reading some of IntensePowers' responses makes me question their customer service skills.. I placed an order with them back in 2006 and didn't have a problem but I doubt I would order from them now seeing how they react to their problems. The customer is NEVER wrong (even when they are) so there's no need to point out their short comings or anything like that.. who cares if the guy is in Afghanistan.. if he says the order is delaying his car being done.. then it's delaying his car being done... doesn't matter where he's at or if he's in the hospital and won't be able to drive it for a year.. he may have it somewhere and they may not like keeping his car around as they may not have the room for other cars.. or maybe his brother/cousin/friend is driving the car while he's gone (b/c he's a nice guy like that) and that's causing unnecessary downtime for that person with the car. Now I can start to understand why more and more people are giving them a bad rep. Sorry i'm not really smarter on this subject as I've only been in management with a Fortune 17 company and a Fortune 45 company. I know what it's like to take back a $25k order and order the next $25k order and give it away for next to nothing. It hurts but sometimes you just have to take it with a grain of salt, as some small order may just a "testing the waters type of thing" and could turn into a million dollars/year worth of sales from that person. Or in your case maybe a $100 or $500 order that turns into $10k or $20k from that same person in that year. Hopefully we all stop hearing bad things about this company and we start hearing how wonderful their customer service is in the time to come.

 

[Nickle74]

QUOTE (6spd z33 @ Feb 17 2010, 11:03 AM) index.php?act=findpost&pid=591978

Just reading some of IntensePowers' responses makes me question their customer service skills.. I placed an order with them back in 2006 and didn't have a problem but I doubt I would order from them now seeing how they react to their problems. The customer is NEVER wrong (even when they are) so there's no need to point out their short comings or anything like that.. who cares if the guy is in Afghanistan.. if he says the order is delaying his car being done.. then it's delaying his car being done... doesn't matter where he's at or if he's in the hospital and won't be able to drive it for a year.. he may have it somewhere and they may not like keeping his car around as they may not have the room for other cars.. or maybe his brother/cousin/friend is driving the car while he's gone (b/c he's a nice guy like that) and that's causing unnecessary downtime for that person with the car. Now I can start to understand why more and more people are giving them a bad rep. Sorry i'm not really smarter on this subject as I've only been in management with a Fortune 17 company and a Fortune 45 company. I know what it's like to take back a $25k order and order the next $25k order and give it away for next to nothing. It hurts but sometimes you just have to take it with a grain of salt, as some small order may just a "testing the waters type of thing" and could turn into a million dollars/year worth of sales from that person. Or in your case maybe a $100 or $500 order that turns into $10k or $20k from that same person in that year. Hopefully we all stop hearing bad things about this company and we start hearing how wonderful their customer service is in the time to come.

This was my exact though, who cares where I am at or if I have the car in the shop or not. I orderd parts and I want them to be delivered! But this story gets better, After calling atleast a dozen times just to make sure they were still tracking the order I was informed that the actual test pipes that I ordered would NOT fit my HR. So in turn, they offered me the Berk test pipes for an extremely discounted price and of course I upgraded to those. Once those were ordered they were delivered in no time, so all in all the delay was actually a good thing since they would have not fit. Now all I have is 26 days till I get home and can start installing all the parts that I have ordered over the last year!!! :hump:

 

[intensepower]

I'm going to just put this out there. take it for what you will but, I don't walk on egg shells with my words... ever.

Ever heard of the saying "The sh*t rises to the top"
This is soooooo true in this industry.

Sure there are comments on service not being what the customer hoped for and even a thread or two here or there started about it... funny how even when multiple people chime in saying they've never had an issue or we have GREAT service that it gets skipped over and the bandwagon jumps in with their comments. Most of the comments coming from those that haven't even dealt with us or from other shops(affiliations), moreover; usually it one or two people in the thread that continually bump it adding comment after comment even after they have expressed their thoughts on the subject again Raising the sh*t to the top(Bumping)

To the Fortune Company man, you surely are aware that you can not please em all and that even when you try your hardest and do everything in your power to make it right from the beginning... sh*t happens. We are a small company not a multi-million dollar FORTUNE company or manufacture for that matter, we do our best to help everyone and offer the best service for the best prices possible.

We service dozens and dozens of orders a day, this is something that MOST companies in our industry CAN NOT say. It stands to reason that the more volume you do the more propensity there is to have a complaint here or there.

For the soldier overseas we did bend backwards and even lost money on his order to ensure he was happy with the outcome, the fact that he ordered a part for his vehicle that was wrong had nothing to do with Intense as the description clearly stated what motor the pipes would work with. In this rare instance the back order actually saved time and more headache for us and the customer.

There's always 2 sides to a story and again we do strive to achieve positive feedback which we have TONS of out there. It's just the sh*t rising to the top again, for every ONE poor comment there are actually multiple positive comments on the web but, no one cares to acknowledge those do they?

We do our best to respond to threads of all sorts good or bad, funny how this thread was bumped by someone who had a positive transaction (Mr. Fortune) yet didn't have anything positive to say. While we appreciate the criticism as it helps us become a stronger better company, the conotation in your post is definitely perceived as negative. Perception is everything?

Thanks- Pete (Sales Manager www.Intensepower.com)