ECS Tunning strikes again

[sgt_g]

As I mentioned before my wife ordered a set of pedals for my a4 for me for Christmas and what showed up was a set of pedals for a E-90 BMW. She called them got them to agree to take it back but they want to dock her 15% restocking fee. So I called them this morning and talked to the very same guy i talked to about my brake rotors and he was just as rude to me this time as he was last time. Told me "ECS tuning didn't make the mistake so we are not going to pay for all of it"
I explained to him that my wife knows cars (she drives a dodge neon SRT-4) which she does all the maintenance herself on to include timing belts headgaskets etc. So I told him she would not make a mistake like this. He then told "me well she did, its not a big deal get over it" I told him "no she wouldn't make a mistake like that" which he responded with "clearly she did, get over it and move on". I told him that how she would have ordered it is off of a link I sent her to order so he said "well then you made the mistake, whats the big deal get over it"? I tried to reason with him and he just kept saying the same thing. I thanked him for being a jerk to me and hung up. I tried to call back to get the guys name but just got sent to voice mail every time I tried calling back. Here is an issue I noticed. When you pull up the product based on a part number it doesn't tell you at all what car its for. there is no fitment information at all. And if you search for a part based on a part number a lot of times it will give you the wrong part because the part it gives you has one or two digits of the part number you searched for. I honestly don't know for sure who made the mistake. but with how i was treated I'm not even remotely willing to entertain telling my wife she messed up and ordered the wrong part. she was already embarrassed enough at Christmas when i opened the box with the wrong pedal set in it.

[ECS Tuning-Audi]

Again all apologies on how manners were handled on the phone.

Do you have an order number so I can look into this? Also what is the ES number of the pedals?

If you search a product by the "ES" number and you are in the "A4" section it will still come up - that doesn't necessarily mean it is for that application. Its always recommended that you check the "ECS Application Guide" under the product information to confirm it is indeed for your vehicle before ordering.

Jason

[Seerlah]

Once again, my same pet peeve with ECS. They do things that irritate people, and it is always Jason who ends up making things correct or attempting to make amends. They really need to give this guy a pay increase...seriously!!!

[sgt_g]

My apologies for the delay but the ordee number is 494-970-272. I just want a full refund is that realy to much to ask? In the interest of trying to be flexible I would be willing to go for store credit.

[ECS Tuning-Audi]

The kit she ordered is indeed for a BMW. So we shipped the correct item - chances are she may have not checked the application guide prior to submitting the order (not uncommon if you're not familiar with our site). When you search a part on the site such as "aluminum pedal kit", the BWM kit comes up. Same sort of thing happens if you search "pedal set" - lots of different options pop up.

But if you search under your application "Audi B5 A4 Quattro 1.8T" "Pedal" I get all the pedal sets that fit that vehicle see HERE .

All else aside we can do 100% store credit. Reason we have 15% restocking fee is there is a risk of our product being damaged, missing pieces, etc upon return. There's also the risk we could get a box of stones -which then of course we have lost out completely.

It's not uncommon for mail order companies to request a restocking fee if you wish to return something because of those types of risks - not saying that's what would happen but it is always a possibility.

If you would like to receive 100% store credit shoot me a PM and I'll make sure this gets taken care of.

Let me know if you have any other questions.

Jason

[sgt_g]

Sadly it seams jason is just there to pass you off to the next guy. He just reffered me to a customer service manager. Who
I dealt with in regards to my brake rotors and honestly they realy didnt do much to make ameands for. The only thing they did is offer to do a rering kit to the tune of 529.00. Which is crazy expensive considering the rotors only cost them around 120 a peice. He did offer to give me a roughly 8% discount "for my troubles". I get 10% from most companies for being military. I have to call them again tomorrow because i realized today my refurbed audi radio did not come with the code. Sigh!!!!!!

[Seerlah]

So, you did not get 100% store credit (if item is returned)?

[ECS Tuning-Audi]

Sadly it seams jason is just there to pass you off to the next guy. He just reffered me to a customer service manager. Who
I dealt with in regards to my brake rotors and honestly they realy didnt do much to make ameands for. The only thing they did is offer to do a rering kit to the tune of 529.00. Which is crazy expensive considering the rotors only cost them around 120 a peice. He did offer to give me a roughly 8% discount "for my troubles". I get 10% from most companies for being military. I have to call them again tomorrow because i realized today my refurbed audi radio did not come with the code. Sigh!!!!!!

I'm just our rep for the Audi forums. I do not handle customer service issues. I'm here to link people to products, offer tech advice, and if there so happens to be an issue with our product/company offer a solution/support and or direct the customer to the correct people to talk to.

We simply cannot sell you a set of rotor rings and a bag of bolts due to liability issues. If you happen to not install them correctly and God forbid your rotor comes a part while braking and you injure yourself or someone else that can easily fall back on us.

We offer the re-ring kit service where you send us your rotors, we disassemble the rotors, inspect the hats, replace the hardware/ rings with new pieces, and properly re-install the hardware to the correct spec.

Or you can buy a brand new set of rotors that includes hats and rings assembled with hardware. Those are your only two options.

Jason

[sgt_g]

I'm just our rep for the Audi forums. I do not handle customer service issues. I'm here to link people to products, offer tech advice, and if there so happens to be an issue with our product/company offer a solution/support and or direct the customer to the correct people to talk to.

We simply cannot sell you a set of rotor rings and a bag of bolts due to liability issues. If you happen to not install them correctly and God forbid your rotor comes a part while braking and you injure yourself or someone else that can easily fall back on us.

We offer the re-ring kit service where you send us your rotors, we disassemble the rotors, inspect the hats, replace the hardware/ rings with new pieces, and properly re-install the hardware to the correct spec.

Or you can buy a brand new set of rotors that includes hats and rings assembled with hardware. Those are your only two options.

Jason

I would have no problem believeing you but for just 1 thing
. Coleman racing has no problem selling me just the rotors. And honestly that's a line of bs. I haven't sent the pedals back yet and I may just take the 15 percent hit because I do not have time to deal with it.

[vwblackb5]

All else aside we can do 100% store credit. Reason we have 15% restocking fee is there is a risk of our product being damaged, missing pieces, etc upon return. There's also the risk we could get a box of stones -which then of course we have lost out completely.

If you get back a box of stones and no product, you have the customer's Credit Card/Billing info and can charge them. Your logic of being "lost out completely" is completely illogical.

OP, i know they're a forum advertiser blah blah, but ECS has gone down in the customer support in the recent months, and lately they are a hit or miss. I would try other alternatives, (germanautoparts.com, autohausaz.com, purems.com, mjmautohaus.com) to name a few.

[Anthony]

I personally feel that Jason @ ECS is doing what he can to make the situation right.

OP, if you feel otherwise, or simply want to chat with me about this issue then please send me a PM.

[sgt_g]

OK, well I was back in Honduras my wife sent the pedals back to ECS. sent it how they requested and after 2 months with nothing i called them and they are saying they never got the pedals back. My wife didn't think to send them back signature required or delivery confirmation as she figured she would not need to. And honestly she shouldn't of had to. But all they will tell me is to go talk to the post office. So I guess i am out the money. And now of course my wife is even more embarrassed then she already was.

[ECS Tuning-Audi]

I was told that if you provide customer service with a tracking number (which every package has that you ship no matter who it is) and it says "delivered" to 1000 Seville Rd Wadsworth, OH 44281 we will be happy to take care of it. Which you were informed.

We can't help you if you're unwilling to work with us.

Jason

[sgt_g]

I was told that if you provide customer service with a tracking number (which every package has that you ship no matter who it is) and it says "delivered" to 1000 Seville Rd Wadsworth, OH 44281 we will be happy to take care of it. Which you were informed.

We can't help you if you're unwilling to work with us.

Jason

That is not what I was told! I was simply asked if I had proof it was delivered I told the guy I did not and he then told me "then go talk to the post office we can't help you". The guy on the phone offered no other help or information.

If you send something priority mail unless you specifically ask them for a delivery confirmation you do not get a tracking number. Which if I had known this was going to be an issue I would have had my wife do so but i didn't think I would have this issue. I noticed today that you guys are not BBB accredited now I see why.

[ECS Tuning-Audi]

That is not what I was told! I was simply asked if I had proof it was delivered I told the guy I did not and he then told me "then go talk to the post office we can't help you". The guy on the phone offered no other help or information.

If you send something priority mail unless you specifically ask them for a delivery confirmation you do not get a tracking number. Which if I had known this was going to be an issue I would have had my wife do so but i didn't think I would have this issue. I noticed today that you guys are not BBB accredited now I see why.

I'm truly sorry about all your luck but, tracking number, proof of delivery, it's all the same. Either way we need some way of showing it got to us. It's the responsibility of the customer to see that returned items get back to us safely.

Unfortunately at this point there's nothing we can do for you. I would be taking it up with USPS, if some how you are able to get something that proves it was delivered then we'll be happy to take care of it since we obviously do not have it.

Again all apologies about your luck.

Jason