Well let me just say that this has been the worst customer service experice I have had in years!
First I ordered a Kawasaki Ultra 150 cylinder exchange kit on June 28, 2010. Then the next day I get a call saying that I need to send my cylinders in first because they do not have any cores. No big deal I send them 2 day express, they get them on July 1, 2010. That Thursday (7-1) I get a call from SBT asking about the cylinders and what they are for because they came from a different address. I had sent them from my work just like I told the first sales person and they had that address on file for my shipping address. So again, no big deal I tell him what they are for and what I want. He then tells me that it will be 5-7 days before they are shipped out. Again no big deal I knew that from my first conversation with another sales person so I was expecting this. So I wait now from 7-1-10 until 7-12-10 to call back and see why I haven't been billed yet. The person in the phone asks for my account number and I give it to them only for her to say "we dont have anything on order for you". At this point I say enough is enough! I tell her again what I have on order and she tells me that it will be 5-7 days before they go out. I then ask if they can speed up the process because they screwed up and she says "no there is nothing I can do..." So I just say fine. So 2 days later they are billed and shipped out. Im thinking great they did speed it up! Nope they send it Fedex ground and it takes another 5 days to get here! Then when I open the box all of my cylinder studs are missing! So I call back again and talk to someone new again, explained the whole thing again! This guy tells me that its my fault that I didn't remove them and that their website says to remove them. Well I have news for him, no it doesn't say anything about that nor did the 3 sales peopel I talked to say anything about that. I would have removed them had I known that the new cylinders weren't going to come with them! So I say "well is there anything you can do for me on these studs?" He's then tells me that they are $100 for the head and exhaust studs. I say no Im not paying for studs you threw out that were perfectly good. I then tell him that if he can give me a good deal on the studs I will buy them. He says "no I can't do anything on the price of the studs but I can help on the shipping" (Oh great so you can save me $5 on shipping. I'm sure shipping 30 studs would have been super expensive!). So at this point I'm super pissed about how this whole deal has gone done and I tell him that I will just buy them local. Then he tells me that they will be twice as much probably and that I should just buy them from him. I said I'll pass and that was the last I talked to Jerry(customer service rep).
So after calling my local dealer and finding out that I needed way more studs and dowels than what SBT even has to offer I ordered them from the dealer for $155. The local dealer cut me a deal after telling them how shitty my experiece has been with SBT. That's good customer service if you ask me! I can't believe "the #1 PWC engine builder in the USA" couldn't take care of this problem. I've spent 3 weeks screwing around with this trying to save my customer some money and it has been nothing but a huge mistake!
First I ordered a Kawasaki Ultra 150 cylinder exchange kit on June 28, 2010. Then the next day I get a call saying that I need to send my cylinders in first because they do not have any cores. No big deal I send them 2 day express, they get them on July 1, 2010. That Thursday (7-1) I get a call from SBT asking about the cylinders and what they are for because they came from a different address. I had sent them from my work just like I told the first sales person and they had that address on file for my shipping address. So again, no big deal I tell him what they are for and what I want. He then tells me that it will be 5-7 days before they are shipped out. Again no big deal I knew that from my first conversation with another sales person so I was expecting this. So I wait now from 7-1-10 until 7-12-10 to call back and see why I haven't been billed yet. The person in the phone asks for my account number and I give it to them only for her to say "we dont have anything on order for you". At this point I say enough is enough! I tell her again what I have on order and she tells me that it will be 5-7 days before they go out. I then ask if they can speed up the process because they screwed up and she says "no there is nothing I can do..." So I just say fine. So 2 days later they are billed and shipped out. Im thinking great they did speed it up! Nope they send it Fedex ground and it takes another 5 days to get here! Then when I open the box all of my cylinder studs are missing! So I call back again and talk to someone new again, explained the whole thing again! This guy tells me that its my fault that I didn't remove them and that their website says to remove them. Well I have news for him, no it doesn't say anything about that nor did the 3 sales peopel I talked to say anything about that. I would have removed them had I known that the new cylinders weren't going to come with them! So I say "well is there anything you can do for me on these studs?" He's then tells me that they are $100 for the head and exhaust studs. I say no Im not paying for studs you threw out that were perfectly good. I then tell him that if he can give me a good deal on the studs I will buy them. He says "no I can't do anything on the price of the studs but I can help on the shipping" (Oh great so you can save me $5 on shipping. I'm sure shipping 30 studs would have been super expensive!). So at this point I'm super pissed about how this whole deal has gone done and I tell him that I will just buy them local. Then he tells me that they will be twice as much probably and that I should just buy them from him. I said I'll pass and that was the last I talked to Jerry(customer service rep).
So after calling my local dealer and finding out that I needed way more studs and dowels than what SBT even has to offer I ordered them from the dealer for $155. The local dealer cut me a deal after telling them how shitty my experiece has been with SBT. That's good customer service if you ask me! I can't believe "the #1 PWC engine builder in the USA" couldn't take care of this problem. I've spent 3 weeks screwing around with this trying to save my customer some money and it has been nothing but a huge mistake!
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