8-30 I call at about 12:45AM to make an order, CSI waterpump, CSI hose adapter, TRD Oil filter relocation kit, and ARP bolt kit.... I option for next day/Saturday delivery so I can put the pump on ASAP, $20 total shipping....

Saturday comes, wake up parts are there waiting for me. Open the filter kit (I was giddy like a kid, leaving the best most grin giving package for last)... VERY dissapointed in the system, the remote part had a ~2" peice that threaded into the adapter, had threades smashed so it couldnt go too far, then the other end is where the filter screws on... well the threads on the adapter side were F'd up, wouldnt go in... Figure it wont be a big deal to fix... Test fit the rest of the kit to itself... None of the threads are dont nice at all (casting side, the brass(?) adapters were clean), couldnt get more then 1-1.5 turns by hand without it getting stuck. A wrench made it go further but with ALOT of resistance, something that I dont feel should have been there.... Ontop of this the hoses which were supposed to be black (even asked the sales guy) were grey.. BACK IT GOES! (refund)

Open the waterpump box, pull it out from the bottom... NICE!!! turn it over and see a dime sized defect in the aluminum, right in the middle of the S in an engraved CSI... After thinking and looking at it Sunday I decide nobody else will probably look good enough to notice.... But I will always see it when I pop the hood... BACK IT GOES (exchange)

CSI adapter was fine... Keeping it :)

The ARP bolts are going back, due to lack of information on both my part and the sales reps. The CSI comes with its own bolts, and the flange is thin compared to thick, so the bolts are atleast 1/2 the length... No biggie. Back for refund...

Now then... I know those really have nothing to do with Summit, so here I go on the Summit part... Try calling the 800 number Sunday for about 2 hours with nothing but busy signals... So I call the Sparks Nevada store direct (gotta love free long distance), ask if there is a difference talking to them vs the 800 number and told no.... Tell the lady what happened, what I wanted to do, etc. She says to send it back on Tuesday 9-03 (since Monday was a holiday), that they will refund for the Oil filter kit and the ARP bolts, and they will exchange the CSI pump... I asked about shipping, was told they would pay me back for shipping the stuff back since the main part was a blem... And that she would mark to send it NEXT DAY AIR WITH SATURDAY DELIVERY (if Sat was needed), that the order would go out AS SOON AS THE PART WAS RECIEVED.... I asked if I next day it when she thought I would get the part, she told me Thursday (Tues-Wed for mine and Wed-Thurs for them), Friday worse case! Check pricing, at $90 for next day vs $12 for ground (told 2 days) I option for ground (Summit wouldnt pay for next day, or send a call tag).

Friday afternoon, dont recieve anything, maybe wishful thinking, but I call to check. The person shows the return hasnt arrived yet... Running behind for work so I couldnt call the shipping place to check.

Saturday (Today), I wake up expecting a package... Nothing... Call the shipping place, get the UPS tracking number, plug it in to UPS site and see it was delivered 9-5 @ 8:25am :mad :mad So much for it not arriving yet! Call Summit, talk to some guy, who says it always takes a few days to get the return processed etc, and that the lady was wrong to tell me it would be out the same/next day. And that it SHOULD go out Monday and be to me Tuesday....

So now I am stuck wasting another weekend not installing all my stuff and possibly getting my car running because of this. Tuesday, assuming I receive the new pump, I will be calling and demanding to talk to someone with power, not some little sales guy...
Oh yeah, as a side note, I was told the new pump would be inspected before its shipped, so we will see... It better be in perfect shape ;)

I know the product problems arent Summits, but the service has been crap throughout this whole thing. If only PAW had the parts I wanted this time... NEVER had a problem with an order from PAW.. and they are local so resolutions would be fast/simple... SIGH

Thanks for listening to my rant/vent :D
Matt

 

It doesn't sound like the Summit I deal with, I can't remember running into a problem with any of the stuff I bought from them, sorry about the problems you encountered.

 

I had allot of problems with summit and my gears. The ones they sent first were all chipped up. I was told the gears would be there in a couple of days. I got them 10 days later. I sent them back at my expense. Summit would not pay. They then sent me another set of gears. Turns out they are the wrong ones. I call summit and inform them that they sent the wrong gears. They sent ones for a series 2 carrier not a seriies 3. They told me I was wrong and that they sent the right gears. I checked with the Richmond web site and it says plain as day that the ones they sent are for a series 2. Once again I call Summit and explain this. They tell me that I am wrong again. I told them I wanted a refund and I was sending the gears back. Again at my epense. After 4 weeks of Summit, I decided to get my gears from another company. The whole time Summit treated me like I was ignorant and refused to admitt they made a mistake.

 

I better have the shipping refunded... Otherwise I may be taking a road trip to Sparks, NV for some anger management (best way to solve anger is to confront it right? :yesnod: :D
The ONLY reason I ordered from them is they were the only place with the waterpump in stock that I could find. IF I had know a week and a half later I would get the part I wanted the next day I would have just ordered from a normal shop, or CSI direct.
Leason learned... and will be passed on to MANY people... Next time I order from good speed shops, not monay hungry losers like Summit

Matt

 

i've ordered tons of things from summit and also other vendors..i still think it's funny people expect there hand being held every step of the way. the automotive performance world in no way resembles a sears store for return policys. if you think that service is bad try filing a clam with FED-EX for a insured package. now there's a company that SUCKS when it comes to there end of the stick.

 

I've dealt with Summit since 1989. I can share your frustration with getting a toll-free line from time to time, but I've got to tell you that as retailers go, I'm pretty impressed. I've bought far less from Jeg's, but they are super also. Probably better from a product knowledge standpoint.
None the less, the situation that you reported always seems to happen when you're desparate for parts. I don't think that Summit has the market cornered on having "Murphy" show up. Chill out.

 

I know my opinion is subjective, but I have found JEGS to have better customer service and technical help. I always start with JEGS, if they don't have it I'll give Summit a try.

Eric

 

:yesnod:

I've dealt with Summit and Jegs since 1989 myself and have received top notch service from both. Even with returns. My only complaint with Summit is their 800 number is usually busy.

 

no problems here with summit, UPS on the other hand :mad :mad :mad :mad :mad :mad :mad
:smash: :smash: :smash: :smash: :smash: :smash: :smash: