My experience with cust service; Great: Tag, Sam vs Weak: Boost Logic and Sonnen
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Joined: Apr 2006
Posts: 149
From: Chandler, AZ.
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Boost Logic just called and stepped up their customer service a bit. They owned the mess-up like champs, and overnighted another Y-Pipe. Wasn't priority overnighted as they had said it would be, but it got there before it was too late.
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Just wanted to vent and share my experience. I've been waiting a while now for my installer to have availability to work on my car. I had taken delivery of my exhaust, intake, intercoolers and cobb AP. Sam from Tag and Sam from by design were tremendously communicative, responded to every email and forum PM, and did so quickly and politely. Finally, everything they sent arrived when they said it would.
I also ordered a Y-Pipe from Boost Logic, and some parts from Sonnen's OEM parts department. In both instances, neither BL or Sonnen replied to e-mails and PMs in a timely fashion once the order was complete. I found myself having to send a couple of e-mails and then follow up with a call to actually receive a response. Neither shipped the items expedited, which they said they would via email and telephone, to get them here when I needed them. Since I had been very clear with both from the beginning about my timeframes, each of them had the opportunity to tell me in advance that I should reschedule, but instead the items shipped at the last possible moment, and both shipped ground, which they said they wouldn't do since I needed the items quickly.
This isn't a thread intending where I'm going to slam BL and Sonnen tell people, "don't buy from soandso," or "buyer beware." Instead, this is a great example of why people evangelize companies like byDesign, Tag, Champion, etc. You'll find thread upon thread about how these, I'll call them Tier 1, vendors always come through in the clinch, or figure out how to make things right and refuse to fall short.
Frequently, things come up, outside of anyone's control, that might prevent a project from going perfectly smoothly. A lot of that can be managed by setting a customer's expectations properly and effectively communicating until the order and delivery process is complete from end to end.
In this case I'm left seeing if I can get things sorted with my installer, who typically books projects like this a month out in advance because he's so busy. I can either reschedule, and hope I get a date within the next month, or simply eat the cost of having the car dismantled again so I can add the stuff once it does arrive.
Now that I've vented, would love to hear the devil's advocates out there. I know for sure that I could have simply not made an appointment until everything had arrived; that's on me. Based on email and phone conversations, I allowed myself to believe that things would arrive and didn't follow the simple, "believe nothing you hear and only half of what you see" rule. Live and learn.
Boost Logic just called and stepped up their customer service a bit. They owned the mess-up like champs, and overnighted another Y-Pipe. Wasn't priority overnighted as they had said it would be, but it got there before it was too late.
************************************************** ************************************************** ********************
Just wanted to vent and share my experience. I've been waiting a while now for my installer to have availability to work on my car. I had taken delivery of my exhaust, intake, intercoolers and cobb AP. Sam from Tag and Sam from by design were tremendously communicative, responded to every email and forum PM, and did so quickly and politely. Finally, everything they sent arrived when they said it would.
I also ordered a Y-Pipe from Boost Logic, and some parts from Sonnen's OEM parts department. In both instances, neither BL or Sonnen replied to e-mails and PMs in a timely fashion once the order was complete. I found myself having to send a couple of e-mails and then follow up with a call to actually receive a response. Neither shipped the items expedited, which they said they would via email and telephone, to get them here when I needed them. Since I had been very clear with both from the beginning about my timeframes, each of them had the opportunity to tell me in advance that I should reschedule, but instead the items shipped at the last possible moment, and both shipped ground, which they said they wouldn't do since I needed the items quickly.
This isn't a thread intending where I'm going to slam BL and Sonnen tell people, "don't buy from soandso," or "buyer beware." Instead, this is a great example of why people evangelize companies like byDesign, Tag, Champion, etc. You'll find thread upon thread about how these, I'll call them Tier 1, vendors always come through in the clinch, or figure out how to make things right and refuse to fall short.
Frequently, things come up, outside of anyone's control, that might prevent a project from going perfectly smoothly. A lot of that can be managed by setting a customer's expectations properly and effectively communicating until the order and delivery process is complete from end to end.
In this case I'm left seeing if I can get things sorted with my installer, who typically books projects like this a month out in advance because he's so busy. I can either reschedule, and hope I get a date within the next month, or simply eat the cost of having the car dismantled again so I can add the stuff once it does arrive.
Now that I've vented, would love to hear the devil's advocates out there. I know for sure that I could have simply not made an appointment until everything had arrived; that's on me. Based on email and phone conversations, I allowed myself to believe that things would arrive and didn't follow the simple, "believe nothing you hear and only half of what you see" rule. Live and learn.
I Notice you happened to live on the east coast and I happen to live near Sonnen. Just wanted to say that overall Sonnen's Customer service is very poor especially in there service dept whether it's Porsche Audi or VW. The Word for them in the Redwood Region of the PCA and also Marin County Cars and Coffee isn't Favorable on Them. If you want to try some other west coast dealers I recommend trying Michael Stead in Walnut Creek, Rector in Burlingame, and Carlsen in Redwood City. I've had great experiences at the first 2 and heard great things from others on Carlsen. Good Luck
Sam and Tom have been awesome. I ordered a Stage 3 kit from Sam and he expedited delivery to me while he was on the road to SEMA! Not only that but he was out of IPD y-pipes so he coordinated to have Tom ship me one of his. You absolutely can't beat two competitors working together to make a customer happy. That's when you know that you are their first priority.
- Patrick
- Patrick
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