BAD Z06

I cant speak for anyone else but I had a bad experience with CG as well. They charged my credit card but I didnt get my product until almost 2 months later. When I finally got it..it didnt work with my car. They explained that they didnt have it in stock and thats why it took so long--which has nothing to do with me..meaning not my problem-- and then it was the wrong part for my car even though I specifically ordered the right part. Nate was polite about it, but still in the wrong..so polite goes right out the door..imo.

pewter99

well I guess its like anything else no matter how many happy customers you have there is always gonne be 1 or 2 or 5 that aren't. I am in no way saying you may not have a legitimate complaint but I am sure that there were several people after you that had a good experience.

Believe me I completely understand when things don't go as planned or show up when they are supposed to....I am currently waiting on engine pieces from a forum vendor that were supposed to be shipped 2-3 weeks after ordering....that was over 4 maybe 5 weeks ago....still waiting...they should be shipped beginning of the week. Unfortunately that vendor ran into some issues but assured me I would be happy when I got the product as they took the time to do it right and make sure I would be happy when I did get my stuff....and I expect I will

C5XTASY

My experience was when I ordered my Dynatech Supermaxx system from Chris, he gave me a better deal, by far, than anyone else. He also told me that they were out of stock, and backordered, at that time. I didn't care as my car couldn't be worked on at that point, anyway. They took quite a bit longer to come in than originally thought, but my credit card wasn't charged until CG shipped. I was, and am, very happy with CG customer service.
Ed

BAD Z06

Well happy to hear you got the good service I didnt. I found out the part was not in stock by contacting them, which was 2 weeks into the sale. It was only then that they let me know. Otherwise if I hadnt said anything no one would have contacted me. 3 weeks into the sale I contacted them again with no reply. The last time I heard from them was when I actually recieved the product almost 2 months later. So..thanks for letting me know they are good to some and not to others

ROMISZ

pewter99
I respect and owe many pleasures of reading the many replies from my fellow members here on the Corvetteforum where you are a "moderator". Thank you for your efforts.
Please keep an open mind on why threads like this are in existance, it is here cause someone has been wronged, or at least feels that way cause of their experience. Each person who has wrote negtively, explained their occurance intellegently and with an effort of resolve. Evidentley, Nate or Chris struck out and the customer got left, you can say, damaged.
Now, maybe-maybe not you got preferred treatment cause you are a "moderator", but the fact is these customers were overlooked, which does happen, and their views need to be aired. Do not shut or lock the thread cause you dissagree, that's really showing ignorance and partiallity. I am very surprised that you are that closed minded, and do not practice an open mind in the position and power you hold here. Anyone can do harm or injustice to anyone, whether they are a forum vendor or not. Thanks, have a great day........

pewter99

Uhhhhh.....where does it say "Moderator" anywhere under my name???

Fat Finger

AmMscl's side... CG's side ...and the side no one wants to talk about.

I'd hazard a guess the eddie44 is spot on.

I've read to many good comments about the gents at CG. Those comments tell me that historically, they took good care of their customers. Word of mouth advertisement always pays dividends. Sometimes, sooner than we think.

All to often people in business fail to keep the growth of their Customer Service department in concert with the overall growth of their business. Unfortunately, growth is not measured in just $$$. Growth could also mean more clients without the large dollar we hope will come along with those clients. And to be fair, without the large dollars, a business would have to try to manage these new accounts with just about the same resources that they had before acquisition. That’s tough! And yes, it’s not the customer’s fault.

Vendors must meet customer expectations, especially if they were responsible for creating the expectation. I worked for a company in Schaumburg where the battle cry was…”Total Customer Satisfaction!”. A tough goal, especially when we overextended ourselves.

As word of mouth advertising spreads, a company’s customer base grows. With the advent of the Internet, selling to the guy down the road means he may actually live on the other side of the planet! Believe it or not, unmanaged growth often leads to customer dissatisfaction. Ever call a company and the phone rings more than three times???

“Business must be good!” And maybe it is…for now.

Anyway, if what I heard about these guys is true, and if their current situation is dealing with growing pains, give them time. They will recover. A company whose existence is based on good customer service principles may sometimes slip. That said, most will recover. And when they do, I too will become their customer.

Phil

z06cab

I've had nothing but good experiences w/h CG. Nate's always been very good about the products he sells, and never steered me wrong. Didn't hurt that he had the best prices, but I also bought because of the service and attention I would get, that I didn't get from many other vendors. There's many people that basically say, here's the part, you want it there it is...any questions would go un-answered or the response would be, look it up. If you're selling something, you think you'd educate yourself in the product itself, as a good answer would prove to be a sale.
There's going to be times when certain circumstances arrise, it's going to happen to the best of us...I won't have a prob. buying again from CG, that's for sure....if your supplier tells you they're backed up and you'll get a shipment next week, and you in turn relay that to your customer...you're doing your best to keep them apprised...now what if the supplier calls you again to tell you there's another delay...it happens, what can you do...

C5XTASY

Just stating my experience with them...as you did yours.
Ed

BAD_TCR

Nothing but good things to say about Nate from me...

2KREDVert

So, please refrain from anymore derogatory statements, they are not welcomed here. [/QUOTE]

Nate@CorvetteGarage

Thanks to all that responded on our behalf.

First of all, my apologies to those members that did not receive anything but great service from Corvette Garage. I will be the first to admit, we are growing and under staffed and our customer service is lacking. We are trying but obviously, we are having a hard time. My promise to our customers, we will try harder!!!

I went back through our invoicing program for 1 year, and found we have sold:
(91) C5 car covers
(43) Z06 car covers
(6) C6 car covers (not on website yet)

Thats a total of 140 car covers sold over a 12 month period.
Within those sales, I found 3 car covers returned for dislike or fit.
0 car covers returned for scratching. Well, now, 1 car cover returned for scratching. From those numbers, I think the car cover we sell is a good product, otherwise, we would not sell it.

If there is a problem or defect with a item we sell, we try and handle the problem, but it depends on the item. If the part or item causes damage to a vehicle, the warranty claim will be with the manufacturer, not the Vendor. This is policy for most businesses.

As stated on the website and receipt, no returns accepted after 30 days. If we do accept, the customer may be charged a restocking fee. This is everyday policy for 95 percent of businesses I know of.
The customer had the car cover for over 6 weeks before contacting us to return.

As far as the Tunnel Port issue, we are at fault, no ifs or buts. To summarize as short as possible, here is our side:

The customer called in the order, Chris advised the customer we had the item in stock. Chris made a mistake, we did not have it, but expected a shipment within 2-3 days, so he figured we would ship the order out express when received. Chris forgot about the pending order and the Tunnel Ports were not received like expected. (I know Chris would have remembered once the kits were received). 7 days pass, the customer calls cussing and upset that he had not received his order. Chris advised he had misplaced the order, but the truth was, his order was in the shipping dept, pending. Customer has words with Chris and advises he will post his dealings on the Forum and hangs up. Chris calls the customer back an hour later, apologizes and offers the item at cost, and to overnite it when received. Chris expected them anyday, but to date, we still have not received the kits. 5 days pass, customer calls, leaves a message "If I dont receive a phone call back from Nate today, I will post all over the Forum!". He called after hours on Friday, so I called him back on Saturday, and offered to do whatever I could to please him. There was nothing I could do or offer to please him. I sincerely apologized and agreed, we failed in delivering the item in a timely manner.

Thanks to the moderators for letting me reply before locking the thread. IMO, no need to lock.

We are guilty of bad customer service, but this is not everday customer service from Corvette Garage.
Thank you,

Nate

savewave

Now that all parties with a direct interest have had a chance to respond, the thead is being locked, as per Forum practice.