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E99 Build-up (UW Mitch Build Thread)
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[QUOTE="uw mitch, post: 1048426, member: 13665"] Just when I was about to post that I got a really nice phone call from David this afternoon and we talk about what he saw on the injector that DFI fixed (flowed perfect) and his wanting to talk to Wes directly to understand more about how the failure could've occurred, and was about to explain how I didn't give it enough time to hear from you guys...:( Anyways, Tim, I guess we'll have to agree to disagree on what excellent customer service is. You feel sending me a new injector is sufficient. I feel that as a customer, I bought a set of injectors, and expected them to "just work" when professionally installed. Something happened to my truck the day before I had to go on a trip for work, and Wes from DFI Performance had me tow my truck to his shop on a holiday when they were closed, diagnosed Injector #8 wasn't working, pulled it, inspected it, discovered 1 broken pin and 2 bent pins. Replaced the pins, put on a newer injector cap, and got me on the road. It cost me $200 and about 3 hours of Wes' time on a holiday. Putting in the replacement injector, which I appreciate you sending, cost me another $150. So as a customer, I would have expected: [LIST] [*]Someone from PIS to call and say, **** happens, we're really sorry. David actually did that today. I really appreciated the conversation. It might have been nicer to have been able to talk to you, but I think you were unavailable. [*]Maybe, if you were really awesome and not just ok at customer service, you would've said "Hey we know it's not your fault something went wrong with the injector, and you had a professional shop do the repair work, we see a lot of botched DIY. We can see they do good work as the fixed injector flowed perfectly. How about we meet you in the middle and split the bill" (or even take on the whole labor cost, but in my conversation with David, I understand why you don't. [*]But instead, you seem to be all mad (I guess as a small business owner I don't blame you) and are trying to skate on the fact that I had a shop diagnose and fix my problem. I did in fact contact Jody, who talked on the phone to you about it. I talked to Jody the day after my truck was fixed while I was waiting at the airport for my flight (thank goodness my truck was fixed, otherwise based on where I live I would've had to spend about $120 on a cab ride to the airport if I had left my broken truck at DFI. [/LIST] So I guess yes, I'm still left not feeling warm and fuzzy. It's ultimately up to future customers to decide. If in the slim chance something goes wrong, are you happy with Tim sending you a replacement injector but your truck being down for some period of time, or do you expect more. ~Mitch [/QUOTE]
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