Racetronix - Horrible customer service

[Eticket]

This is the very first time that I've posted feedback on anyone, but this experience was just the pits - frustrating to say the least. I've taken a few days now to calm down before posting. After reading some other comments recently on this vendor (products/lack of good instructions), I felt that it was my duty to post to warn others before their purchase.

I just had a plain bad support experience after the purchase of a double pumper harness that did not come with instructions. After numerous attempts, I finally got some answers a month later - not to mention getting very snide remarks about the great deal that was given to me in this purchase.

Going into more detail about this just makes me angry. I will leave it at that.

Buyer beware.

 

[Racetronix]

This is the very first time that I've posted feedback on anyone, but this experience was just the pits - frustrating to say the least. I've taken a few days now to calm down before posting. After reading some other comments recently on this vendor (products/lack of good instructions), I felt that it was my duty to post to warn others before their purchase.

I just had a plain bad support experience after the purchase of a double pumper harness that did not come with instructions. After numerous attempts, I finally got some answers a month later - not to mention getting very snide remarks about the great deal that was given to me in this purchase.

Going into more detail about this just makes me angry. I will leave it at that.

Buyer beware.

If you had followed the thread on this product it was made quite clear that this was a limited production prototype product. Only a handful were made to test in the field a few years ago. Since this product did not fly there was no investment made in making a manual for it.

Our regular production fuel pump harness has an on-line manual which forum members have been using for years. Our fuel pump assembly comes with a full color manual.

The few customers who have purchased this DP harness have all managed to get help via our support forum or in some cases via a phone call when required. The harness is pretty straight forward in that it installs very similar to a standard hotwire harness and all the connectors are different so miss-wiring can not occur. Even the bulkhead connector comes mocked up so the customer can see how it is to be positioned. All the terminals are labeled as well. Most of the customers who bought this harness have been able to figure almost everything out by themselves because of the simple intuitive layout.

These harnesses were all made by hand vs. using our automated equipment. These harnesses are a great deal considering the labor, parts and design time put into them.

If you are not happy with the harness, our support or feel it is too complicated for you to install you welcome to return it for a full refund.

Jack

 

[Racetronix]

Just for those people that have not been following this product a note has been added to the product listing:

Racetronix - G7 Double Pump Kit - Kit Configuration Page

 

[Eticket]

Yes, this is what I was afraid of.

I would like to ask the forum moderators - why am I not able to post my feedback opinion here without a vendor coming back and posting whatever they want to make themselves look better - most of which has nothing to do with my customer service experience.

Racetronix has even had the nerve to readvertise their product here. When it was my bad customer service experience that I believe addressed the few questions a customer might have concerning their dp harness.

 

[8urV8]

xxxxx

 

[Racetronix]

Yes, this is what I was afraid of.

I would like to ask the forum moderators - why am I not able to post my feedback opinion here without a vendor coming back and posting whatever they want to make themselves look better - most of which has nothing to do with my customer service experience.

Racetronix has even had the nerve to readvertise their product here. When it was my bad customer service experience that I believe addressed the few questions a customer might have concerning their dp harness.

John,

There are two sides to every story. The other customers on our forum received answers to their questions in a timely and detailed manner. You expected support in a format that was via e-mail. You were told that support was easier and more efficient via our forum. Large picture file attachments rarely make it through via e-mail. On our forum we can post all the images we require AND what we do post benefits ALL our customers not just you. You have spent more time bitching on this forum that what it took for you to register on our forum.

FYI, if you want support you e-mail support not sales. This is noted in our auto-responder and in the e-mail sent out by our online store. Matt is our injector tech not in our support dept. The Buick DP harnesses are my design and nobody else here has experience with them since they are not a production item.

Jack

 

[Eticket]

Jack,

Let's say that it is my fault that I didn't read your auto-responder email. Seems to me that support@ is an oxy-moron since you can't get support from it either - rather having to register and log into a support site to get it.

That auto-responder email link does actually provide the verbiage:
"In most cases Racetronix support dept. will reply via e-mail to provide diagnostic procedures and documents. " - still true no obligation of support via email

However, by your statement in the last post, you are the only person that could answer my questions about your DP harness - and you do answer the sales@ emails don't you? You could have responded to the first message sent to sales@ and that would have been the end of it. But that would be wrong, that's not the right email to reply from and you have no obligations to answer any questions or even respond from there, the auto-responder takes care of that.

Instead of doing so, you proceeded to counter my claim that your support process was more convenient for all else (and of course for you and your staff - however, not convenient for me, the paid customer with product in hand).

So... after much back and forth and conceding that your process was the only way for me to get an answer about some basic questions. Even after all of this, I figured, fine, maybe someone else had asked the question on the forum and I could go there.

But that wasn't the case either was it? In fact, that day- June 8th, I was the very first Buick customer to ever have posted to your site. How do you think I felt at that point?

I'm done - as I tried to say before. I just can't believe that anyone would rather argue about a process than try to save a potential repeat customer. You yourself even stated that email is unreliable - you could have assumed that I didn't read any of your auto-responders and just addressed what my 2 minute questions were.

Because of not reading the auto-responder and following your steps to a T, I'm ok with not being 100% right on this, but that doesn't justify any steps you took in my book.

I just don't care think about this anymore, and I'm just tired of trying to explain why I think your customer service is bad.

 

[SGRIM]

Please take this to PM... Seems questions have been answered.... If nothing worked out let me know...