N1h1l1ty

D'awwww

So I'm going to cry. Like hard. Brb grabbing tissues.

Steven Bell

iTrader: (2)

Cute pup!

Majofo

Aman

BRB, someone's chopping onions around here...

Steven Bell

iTrader: (2)

^^^ LoL......

swoosh

iTrader: (5)

aww Chip, what an adorable pup and amazing pics...WOW...

Steven Bell

iTrader: (2)

What.....you mean no more puppy pics???????

The Machine

iTrader: (8)

Thanks guys. She is such a love. I took her for her first run tonight and she did amazing. It was like she isn't even missing a leg. She was trucking along just fine and wasn't even panting at the end of the run. It really was the highlight to my day and you'll hear why in a second....

So the SC arrived to Wayne today. His plan was to do everything tomorrow for me. Install the SC, new motor mounts, repin the plug connections to the coil packs, fix exhaust where it's hitting and have Randy (the tuner) come to the shop to make final adjustments. Well that came to a screeching halt when I got his text with these pictures.






Now at first I thought ANOTHER bolt broke during shipping. So here I am freaking the fuck out, like how in the hell could that happen?!?! And I question do I really want this kit on my car anymore if a bolt breaks again during shipping.

Wayne calls me and explains to me that he should have been more clear in his texts and about the pictures. Kraftwerks sent all new pulleys, belt, oil for the SC, but FORGOT the most important part!! They put the old fucking broken bolt back into the SC and didn't even included the hub adapter for the drive pulley. Like are you fucking serious??? Let me get this straight, I have been in contact with the same engineer Wayne has through this whole process. HE along with another engineer when over my SC unit. And you forgot to put the most important brand new parts back onto the SC before sending it back!!! UUUGGHHHH!!! So here I thought I was going to get my car back by Saturday, if not sooner, but no. More fucking delays. At least this time around everything is being overnighted back and forth so there is still a chance I could have it back by this weekend, but who the hell knows. Wayne is in just as much shock as I am at this point.

MAS

iTrader: (3)

Ugh

rockstar143

iTrader: (6)

naw naw naw nawwww

TLDude876

iTrader: (7)

When it rains it pours

Jakes_tl

That is freakin nuts! I think at this point Kraftwerks really needs to step up and offer you something for all your patience and downtime that is if they care about customer service.

rockstar143

iTrader: (6)

They don't.

I agree, and this bs he's gone through would be enough to push me to go SOS if I ever man up.

The Machine

iTrader: (8)

I agree guys. This shit is literally insane. I'm freaking out about them even installing the new bolt and adaptor for fear that they won't even torque it down right!

rockstar143

iTrader: (6)

They will be fine, Chip...just keep them revs within the noted tolerances, make sure the guy has a good torque wrench. I almost feel like after it was all said and done, you could have just gone to home depot to buy a grade 11 bolt and fixed it yourself.

The Machine

iTrader: (8)

You're probably right J. But if I would have done that any type of warranty would have gone out the window. Not that their warranty means squat anyway since they want to charge me for a new SC at a discounted rate anyway.

rockstar143

iTrader: (6)

swoosh

iTrader: (5)

are you fucking kidding me?

see now this is something where I wold loose it...a little oversight, I can understand, but that was the whole fucking reason the unit was sent back to you...This tells me there is no quality control with the manufacturer...no test, no checklists, nothing...

fuh!!!

ATLS_666

This has just crossed into unacceptable territory.

N1h1l1ty

Note to self: Avoid Kraftwerks like the plague if I ever go FI

The Machine

iTrader: (8)

Yeah they really need to get their shit in order over there. It seems like the head doesn't know what the tail is doing. Quality control is in the shitter with people receiving wrong parts for their application, not updating installation instructions to show the new bracket that comes with the kit, seemingly not caring how fast people get back on the road when something does go wrong. The list goes on and on.

Shit I should have the title to my thread changed to:
The Machine's nothing but issues with Kraftwerks thread

Aman

Wow. That's freaking ridiculous... hope they got an earful (or keyboardful) from you and Wayne!

I'm a strong believer in Murphy's Law, but even ol' Murph is probably like

Steven Bell

iTrader: (2)

Insane....that's putting it mildly.

skd2k1

iTrader: (1)

is that some sort of sick joke? wow.

rockstar143

iTrader: (6)

In customer service...it's about ownership.
In this circumstance there are too many moving parts and the customer is getting it right in the keester.

So install can blame parts manuf and parts manuf can blame middle man and middle man blames install. It's total sh*t and other than WAYNE...you've gotten total bs customer service from rotrex and kraftwerks. If you'd have paid with mostly cash, but they had found a couple of monopoly $100's...would they have been as patient with you to fix that oversight and pay them the rest??! And then when your full payment finally arrived if there had still been some monopoly money would they just say no problem man, we'll wait.

Fukng bullsht. If it was possible...I'd totally tell them to shove that kit up their hindquarters and go for SOS or turbo.

N1h1l1ty

^supercharged anus?!?!

rockstar143

iTrader: (6)

That was my hs nickname.

TLDude876

iTrader: (7)

On the bright side Wayne seems to be a good fellow so that's a plus

Steven Bell

iTrader: (2)

I think you should let Jeremy do the talking for you!

The Machine

iTrader: (8)

Well Steven, you got your wish. I comprised an email to CJ and had J go over it. He rearranged some things and came up with this beauty. I sent it on Friday morning and of course did not receive and email back.

I also showed Wayne what a wrote and he said I was correct on every point I (we) made. He said they should be offering me free parts or something. In any event, he couldn't get the car done by this weekend because of the tuners schedule so I should have it back by Monday or Tuesday. Motor mounts are in though and the coil pack plugs have been repinned. Apparently I needed new mounts sooner than I thought, so I'm glad I was able to have them put in now while the car had some down time.





Anyway onto the email....

Good Morning CJ,

I’m writing to you in hopes of finding an amicable resolution and to get a few things off my chest. I purchased your kit for $5,500 and given the price and the reputation, expected to be totally satisfied. I feel I’ve been fair, level headed and accommodating, but at this point, I feel I need to share my frustration and give the opportunity to turn this around for me, the customer. I understand that things can happen, but when we make mistakes…it’s how we handle those mistakes (as individuals and as a company) that would define us. With so many different people involved (install, tuner, kit seller, manufacturer of parts) I can see how the lines can get blurred and it’s hard to take accountability. In the grand scheme of things though, I would have to hold your company the most responsible for the breakdown in communication, time lost, and oversights though.

1) Amount of time to get the supercharger shipped from Wayne to Kraftwerks. Sending call tags for UPS ground services isn't really providing the quickest means necessary to get the product back into your hands and vice versa.
2) Asking the customer to potentially spend another 1,000+ on a new supercharger in hopes that they would be reimbursed, when a thread was provided that another customer received a new unit (overnighted) while the other one was being diagnosed.
3) Turn around time of the supercharger once it was in Kraftwerks hands. It arrived on a Thursday and wasn't shipped out until the following Wednesday, when it was stated that turn around time is typically 48 hours.
4) Asking the customer to then pay the difference in shipping if I wanted to get it back to Wayne faster.
5) Finally receiving the supercharger back only to find out it has to be shipped back to Kraftwerks and only at this point is it finally overnighted each way.

It already struck me as rather petty that if I wanted to get the kit back into my installer’s hands as quickly as possible, I’d have to shell out another $42 for that to happen…especially at nearing an $11K bill for getting all of this done. Then, to get it back quickly to only receive it with the same failed part and the hub adapter totally missing after TWO of your inspectors signed off on everything being okay was a real slap in the face. Furthermore, I’ve been without my car for nearly a month now. I purchased the kit, paid for it immediately, coordinated and paid for all supporting mods (clutch etc), ordered all upgrades, did all my homework and at the end, have been very patient. Wayne has been stuck with my car at his shop taking up space and if I didn't have another vehicle for transportation, I would have been shelling out even more money for a rental car.…the only parties not feeling any of the burden of the failure are the ones responsible for it.

As a sign of good faith and accountability, I am requesting that I be reimbursed for the additional shipping charges I was asked for to get the car on the road faster. At the end of the day, it’s small change in comparison to what’s being spent, but it would make me feel better about it and I could take my wife out to dinner as a consolation. I’m very active on most forums and share my reviews and experiences constantly. I have had nothing but great things to say thus far and would really hate to have to change that perspective if this whole ordeal left a terrible taste in my mouth.

Thanks,
Chip

rockstar143

iTrader: (6)

I ain't wrote nuthin

Good work, man...car is gonna feel brand new AND super fast!

Aman

Well written email - I particularly like this line:

If the email was sent Friday, there's still some chance you may get some form of communication next week.

What's next?

The Machine

iTrader: (8)

Thanks J and Aman.

Aman, I sent it early enough so he would have all day to see it since he's over in CA. I'm willing to bet he saw it and feels like a douchebag and has no idea how to respond. Any other time during this issue, he always sent an email back to me same day if I had a question. This time, not the case. Right now just waiting for Wayne and mostly Randy to finish everything up which should be Monday or Tuesday next week. In the meantime I guess I'll see if CJ responds and I'm at least refunded my $42, though I feel they should be offering way more than that for my satisfaction.

rockstar143

iTrader: (6)

Maybe Wayne can kinda ask him what he thinks he should do for you to kinda smooth things over...?

swoosh

iTrader: (5)

them motor mounts...am glad you got them replaced...

Jeremy has a way with words...I like it...he will do very fucking well in upper management roles....in the other thread that bitch has me tied to a cactus

Aman

swoosh

iTrader: (5)

you dont wanna know...

:butthurt:

The Machine

iTrader: (8)

I don't know J, since I kinda took things into my own hands with my emails back and forth and then that last one, I think Wayne has kinda taken a backseat as far as speaking for me. The only time he really goes back and forth with CJ is when it comes to parts. If I never contacted CJ at all through this ordeal, I could see asking Wayne to make a statement on my behalf regarding what they plan to do to make the customer happy.

Yeah those mounts were pretty bad, though I feel like Wayne probably pulled them apart even further to take those pics for me, but without a doubt they were in bad shape to begin with and needed to be done.

And J certainly does have a way with words. Which is a big reason why I requested his help putting something together. I originally wrote an email and asked him to read it. While it wasn't horrible, I was kind of attacking CJ/Kraftwerks the whole time to where it probably would have totally turned him off to refunding me or helping in the future should another issue arise. The email that J composed was much more tactful.

Steven Bell

iTrader: (2)

Chip, I'm anxious to hear if he responds now. Fingers crossed.....

The Machine

iTrader: (8)

Me too Steven. I think he didn't get back to me on Friday because he really needs to think long and hard about the path he wants to take with his response. And also the fact that his rebuttal has to match the same level mine was on.