I really wasn't sure if I was ever going to post this due to the inherent negativity that can be picked out of this incident but here goes...
On June 12th (Friday) I was in the middle of changing out my exhaust housing on my H&S Turbo kit. All was fine and dandy removing all the piping and getting to the turbo. Upon removing the turbo i noticed a snake tongue shape of exhaust soot along the runner of my driver's side manifold.
Upon further inspection and a magnifying glass it was appearant that there was a pin-hole in the casted manifold. My heart sank. Here it is 9:30pm on a Friday night and I've got a failing custom manifold that is only replaceable by H&S.
I figure what the hell and send Dallas Theobald a PM on Facebook, mind you it's 9:30pm on a Friday night. To my surprise, he quickly responds and asks what's up. I send him a picture and tell him my discovery. He was in total dismay, as was I. He asked if I was 100% sure and I assured him that a pipeline welder stopped by and confirmed my finding.
Dallas insists on overnighting a new manifold and after thinking about it I tell him that that'd be a waste because I was going to put the truck back together, hope for the best, and wouldn't get to swap the new manifold until the following Friday. He said he'd ship it overnight anyways, and again I declined the kind gesture and said regular shipping was fine.
At 10:30pm he replies with "How far are you from KC MO airport?". I tell him about 35minutes. He then says "I'm jumping on a plane at 1am. It gets there at 6:00am". Of course I think he's just kidding, but after a few back and forths he confirmed he had just grabbed a new manifold from the shop and was DRIVING from St George, Utah to Las Vegas, Nevada to catch a 1am flight to me.
I stood in the garage in shock trying to process what'd just transpired. Not only was I just another paying customer but I was a pain in the ass customer. I told my wife what was happening and she couldn't believe it either. So I had my buddies help me push the truck the rest of the way into the garage and headed to bed.
I picked him up at the airport and I could tell right away that he was a gearhead at heart and a salesman by paycheck. We got to the house and dove head first into the truck and swapped the manifold and put the whole truck back together. Of course we went and made some passes on the private road and confirmed all was well.
At this point he had been up for about 32hrs straight so he hit the hay and I tended to my 9month pregnant wife and toddler. I found some local events to hit up while Dallas spent the next day with my family and he was nothing but a gentleman.
We hit up a local tractor pull and the poor guy was bombarded by many of the attendees about H&S products and he never once got frustrated or annoyed. That showed me that he truly was the gearhead I pinned him for.
I can truthfully say I've made a great friend from this experience and H&S has earned a loyal customer. Never once did I demand this much customer service nor would I have ever imagined it.
Thank you H&S for the AWESOME product (**** happens guys, it's inevitable ) and AMAZING customer support. It's the actions after you take the customer's money that really defines your company.
And thank you Dallas for going above and beyond. You're always welcome at this house again.
H&S confirmed that there was an air pocket the size of a pencil tip in the manifold casting. They can elaborate more if they want to.
On June 12th (Friday) I was in the middle of changing out my exhaust housing on my H&S Turbo kit. All was fine and dandy removing all the piping and getting to the turbo. Upon removing the turbo i noticed a snake tongue shape of exhaust soot along the runner of my driver's side manifold.
Upon further inspection and a magnifying glass it was appearant that there was a pin-hole in the casted manifold. My heart sank. Here it is 9:30pm on a Friday night and I've got a failing custom manifold that is only replaceable by H&S.
I figure what the hell and send Dallas Theobald a PM on Facebook, mind you it's 9:30pm on a Friday night. To my surprise, he quickly responds and asks what's up. I send him a picture and tell him my discovery. He was in total dismay, as was I. He asked if I was 100% sure and I assured him that a pipeline welder stopped by and confirmed my finding.
Dallas insists on overnighting a new manifold and after thinking about it I tell him that that'd be a waste because I was going to put the truck back together, hope for the best, and wouldn't get to swap the new manifold until the following Friday. He said he'd ship it overnight anyways, and again I declined the kind gesture and said regular shipping was fine.
At 10:30pm he replies with "How far are you from KC MO airport?". I tell him about 35minutes. He then says "I'm jumping on a plane at 1am. It gets there at 6:00am". Of course I think he's just kidding, but after a few back and forths he confirmed he had just grabbed a new manifold from the shop and was DRIVING from St George, Utah to Las Vegas, Nevada to catch a 1am flight to me.
I stood in the garage in shock trying to process what'd just transpired. Not only was I just another paying customer but I was a pain in the ass customer. I told my wife what was happening and she couldn't believe it either. So I had my buddies help me push the truck the rest of the way into the garage and headed to bed.
I picked him up at the airport and I could tell right away that he was a gearhead at heart and a salesman by paycheck. We got to the house and dove head first into the truck and swapped the manifold and put the whole truck back together. Of course we went and made some passes on the private road and confirmed all was well.
At this point he had been up for about 32hrs straight so he hit the hay and I tended to my 9month pregnant wife and toddler. I found some local events to hit up while Dallas spent the next day with my family and he was nothing but a gentleman.
We hit up a local tractor pull and the poor guy was bombarded by many of the attendees about H&S products and he never once got frustrated or annoyed. That showed me that he truly was the gearhead I pinned him for.
I can truthfully say I've made a great friend from this experience and H&S has earned a loyal customer. Never once did I demand this much customer service nor would I have ever imagined it.
Thank you H&S for the AWESOME product (**** happens guys, it's inevitable ) and AMAZING customer support. It's the actions after you take the customer's money that really defines your company.
And thank you Dallas for going above and beyond. You're always welcome at this house again.
H&S confirmed that there was an air pocket the size of a pencil tip in the manifold casting. They can elaborate more if they want to.
