Chadwick,
You’re completely right, we made multiple mistakes and ultimately caused a lot of issues on your end. We are writing you to take ownership for the error and apologize that it happened.
As you know, the vendor originally sent us the incorrect engine mount which caused your first issue. The explanation you were provided was correct, we do receive thousands of parts daily and rely on our vendors to provide us with the parts that we ordered. 99% of the time they do and everything goes smoothly but obviously that was not the case here. The exchange information we provided you was just standard exchange policy. We were not trying to make things any more difficult on you. We did not have the replacement product here and needed to get the return back in the meantime. While you did end up canceling the replacement order, the funds that were issued in goodwill to pay off your gift card are still on your ECS Tuning account. We can use that $50 towards another gift card or leave it as a store credit for the future. We did not and will not revoke the card.
In regards to the control arms, Audi uses two different types of ball joints on the 4.2 V8 S5 control arm. You should have been asked for your VIN number to confirm what ball joint fits your vehicle. If that did not happen, it could very well explain how the wrong control arms were provided to you. When you called in again our CSR set up an exchange and for some reason- added two left side control arms. This I do not have an answer for. This was an oversite by the CSR and was completely avoidable. While I am sure it was an honest mistake on his part, this combined with the other troubles you had was a horrible situation. Again, I apologize that it happened. All we can do in regards to that is make sure that the replacement parts ship correct and are delivered to you overnight when they arrive.
Just a couple other things to address based off the comments made in your email You make the comment “They wouldn’t check their competitors or any dealerships” This is 100% correct. We checked with our existing supply chain network for alternatives. Unfortunately none were available and we do not order products from competitors or other companies outside of the existing network. The hold time- unfortunately Chris was busy when you first called. Customer / order concerns are handled on a first in, first out basis. Escalation can be delayed if they do not wish for a call back. It was not anything against you, Chris just was not available at that exact moment. Last, “He said yes. I asked why can’t someone just go get them. He said” We don’t do that and I don’t even know where the warehouse is.” He could not tell me the vendor name or phone number to contact them to try to speed up the process because of “policy”. I ask why, he doesn’t have a reason.” We do not pick up products from vendors, they are shipped to ECS Tuning for order fulfillment. In addition, we do not provide vendor information to the customer.
We're going to refund you for the control arms. We feel it’s the least we can do for the headaches we caused. Again, we had the best intentions on helping you but were unable to deliver.
Jason
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