well. the person who had te problem didnt post. their friend who made the video didnt post here.

someone found the video and made a post
others chimed in

and now we are here.

Great to hear the customer was taken care of. That's all that matters.

Props to destinyZ and others for speaking out.

There is some serious :nutswinger: going on up in here... The GTM fanboi's really need to take a step back and let the OP speak for himself.

Technically, GTM hasn't done a thing until this person receives everything he paid for in New condition or receives a full refund.

And LOL@ "honestly this is a cry out for attention"... I would certainly hope so.. because if he hadn't spoken out.. he would still be out $8300 & have a pile of bent, dirty, used pipes...

Best of luck OP!

Shows how much you know... :rolleyes:

I didnt mention the customer was taken care of before his friend posted the whole incident. Hence, why this is a cry for attention. If you watch the other videos from the guy who made the video you will see they are just kids (no offence) but mature ways of handling things like this dont always come from young people. He made a call to GTM and they sent him either a replacement or a new kit without receiving the old one back first. So yea this is a cry for attention but for the wrong reasons... There is no nutswinging going on here.... I am just taking things at face value and I actually made calls on the matter to get the full story... something most here dont even take the time to or even think to do! Wait for GTM's reply and it will explain a lot of the facts that the other side has left out of the story... :tiphat:

Just to be clear, the OP has no connection to the matter.

We have been doing business for a very long time and we do understand that problems in business transactions will happen from time to time. It is simply part of doing business. What really counts is how a business reacts to a customer's concern in solving their problem.

The notion that we would intentionally send damaged and/or used parts to anyone is ludicrous. In the past couple years, we have dominated the forced induction section of this forum and this market segment of the aftermarket industry. We didn't get to this point by luck or with shady business practices. We believe that when a customer pulls the trigger and invests in a forced induction system, a serious long term relationship will be established between the customer and the shop. Repeat business and our reputation is everything. Getting a couple thousand dollars from someone is way too short sighted in our opinion and is something that our competitors seem to do. We are in it for the long haul plain and simple. We have far too much passion and pride in what we do. Sure, we need to make money to feed, clothe and house ourselves, but that is not the end all be all motive of our company.

That said, there is an interesting twist to the story. What makes a customer go to this extreme and start a smear campaign like this?

Did we tell him to go screw himself? Did we cheat him out of money? Did we not take care of his concerns? Did we not go above and beyond to take care of him?

You be the judge.

A guy named Joe called us and wanted to order a turbo kit for his 370Z. The gentleman is in the armed forces and we could not ship via FedEx or UPS. For the first time we made an exception to our policy and made an arrangement to ship an $8000 turbo kit via the United States Postal Service. To add to the dilemma, he was stationed in Guam. The arrangement with Joe was to divide the turbo kit into multiple boxes due to the weight and size limitations of USPS shipping. What does that mean for us? Extra time, five trips to the Post Office and the risk of the parts never arriving. It was agreed and understood by both parties that we will ship one box at a time to ensure that Joe gets all the parts. In the event that the first box did not arrive, then a different logistics strategy would have to be implemented. That is the only reason why it took as long as it did to deliver the product.

Joseph started receiving the multiple shipments and then on the 3rd package, he indicated that some of the parts were damaged. I asked him to send me some pictures to verify his concern. Once I saw the pictures, it was very clear to me that such damage would have been done by someone dropping the intercooler, something running over it, or something went wrong with shipping. There is no way we would send anything out in such a condition. The thing that really got me concerned that Joe had stated that although these parts are damaged, there was no physical damage to the outside of the box. We started discussing options and within a two minute conversation, it was clear that Joe would like us to send replacement parts (intercooler and piping). Two points that we would like to clarify:

1) There is no company in the world that will send you replacement parts worth $2,000 before receiving the original parts, but we did!

2) We could have said "sorry Joe, these parts were damaged and we'll have to file a claim with USPS". We bought insurance for the shipping and had that as a legitimate option. But instead, we focused on taking care of Joe.

3) They requested for us to pay for the shipping of the damaged parts and they would not ship them back until they received the money. We agreed to do that.

We honestly thought it was a bump in the road, and that it is a big inconvenience and all we could do was focus on getting this resolved as quickly as possible and moving forward.

Everything was on track for a successful resolution until a friend of Joe's decided to post in our White Dragon thread. I happened to be working in the shop that Sunday when I saw that post and picked up the phone and called Joe and I expressed my disappointment and asked him verbatim "what gave him the idea that we're not going to take care of this?". Keep in mind this happened after we agreed on the terms of resolution. His exact reasoning behind it was that "it wasn't me, it was a friend". While I was on the phone with him, a female voice interrupted the conversation and introduced herself as his wife and that Joe needed to go to work. For the most part, it was a pleasant conversation and she expressed how heartbroken Joe was over the delay. In a nutshell, I got the impression that sending replacement parts was not good enough for her and that we would have to do something more than that. After listening to her complain over and over again about Joe's disappointment, despite it being out of our control, I offered to give them a Defi boost gauge, free of charge since Joe was looking into buying one.

Here's an e-mail we received from Dawn:

On Sun, Feb 27, 2011 at 10:44 PM, Dawn XXXXX <XXXXX@gmail.com> wrote:

Sam,
Thanks for taking the time to resolve the issues that we've been having with the GTM Kit that we received. It has take a lot longer than we liked or anticipated. Hopefully this can all be resolved in a timely matter. We did receive the tracking number for one product that you've recently sent( # CP890202589US ). Please keep us updated with the tracking numbers of all products sent. I'd also like to Thank you again for your offer to send us the complimentary gauge.
To keep things simple; until we receive our undamaged and properly packaged items. At this time we will not be making any further purchases with GTM. Once we have receive the Kit and gauge in satisfactory condition. We will reevaluate if we would like to continue to do business with GTM or not. In regards to the last email we received from you. I believe the item link in your email is the incorrect gauge. Below you will find the link to the correct gauge.

GTM Motorsports*::*ELECTRONICS*::*Gauges*::*Innovate DB-Gauge & LC-1 Combo

So please be sure to refund (for shipping)
Amount: $161.20

As soon as monies are credited into our account.We will ship you back the damaged items we received promptly.
Also,when you send the complimentary gauge listed above. Please email the tracking number as well.
Again thank you for you time. Have a pleasant day.

Please send a conformation email in regards to this matter.
Dawn

(we edited out the last name, e-mail address and phone number as any honorable business would do)

Details about shipping the replacement parts:

Since that was a hard lesson to learn, and we're out $2,000 worth of product, we decided to document the replacement parts, packaging, and condition of the parts so there will be no further questions regarding our integrity. Also, we attempted to ship these products by USPS Priority, but the Post Office only had one method of shipping due to the size and weight of the boxes. Here are some pictures of what we sent the second time around:


I truly thought that we did the right thing and went above and beyond what any other company would do in this situation. I spoke to Joe several times over the last few days regarding his tune, and to my surprise, this video was posted on March 8th. I sent an e-mail to Joe asking him what I am missing here, and here is the response I got from Dawn:

---------- Forwarded message ----------
From: Dawn XXXXXXXX <XXXXXXXX@gmail.com>
Date: Tue, Mar 8, 2011 at 7:12 PM
Subject: Re: You Tube Video
To: Sam Zawahra <sam@gtmpower.com>


This is Dawn and I haven't spoken with Joe today. You told me that you were sending his packages priority mail long before you actually sent the new pipes. He informed me that you sent the items as we call it snail mail. Not to mention. You have yet to wire the money into the account on the day that you said you would. If this has been the first time you've had bad customer service you are not handling it to you're best ability. At least I hope for your sake this isn't your best ability.
I was also informed of how you spoke to Joseph telling him that it was your word against his and that you have a lot of support because know you. I'm very unhappy dissatisfied and furious to say the least.If these packages don't get here before we leave. I assure you you will here from me again. I was informed about you not being to sure about giving Joe store credit. I'm sure you know only Joseph would ask for such a thing trying to give your company yet another chance and get the boost controller. You should know already, at this point in time, giving the current circumstance I am not so tolerant with your company.
Furthermore, I have no intentions of spending any money whatsoever with GTM. I'm sure you would like to sweep this all under the rug but that is going to take a lot more than empty words. I have done you the favor of not placing your name in the video,Sam. That was the nicest thing I could do for you at this point.

Dawn

Also, got an e-mail from Joe stating he did not post the video, but his wife did.

In conclusion, the damaged parts is an unfortunate scenario, but we stepped up to the plate to take care of Joe long before any of these issues were dragged onto the forum or YouTube. Despite our best attempts to rectify this situation the customer still decided to spin this in a negative light.

Sam

Glad that Sam stepped in. +10000000 GTM

My conclusion. I don't see what the problem is?

So all the new parts are in transit and the wife is upset that it was not sent via priority mail as promised so she made a video to blast GTM.

I hope GTM is not paying for the shipping on the damaged goods.

It sounds like Joe and Dawn just want some free $hit and to pick a fight. Also, Joe needs to whip Dawn into shape and chain her back in the kitchen. I've never bought a single item from GTM, but this story wouldn't stop me from doing so in the future. Some people are just crazy, and Dawn appears to be one of them. Perhaps she should also consider spending less time haggling with businesses and go take some literacy courses. Her grammar blows.

As for shipping times, has anyone looked up exactly where Guam is on GoogleMaps? It's on the other side of the planet. It's obvious US Mail would take forever to get there. Moral of the story: businesses shouldn't ship anything of value to Guam and Guamanians shouldn't expect speedy deliveries. Why does Joe need a turbo-powered car on a 30 mile long by 4 mile wide island anyway?

^ your a funny guy. I mean that.

well if u had actually sad its your word against the customers that is VERY ****** up on your part...and who cares if your off 2k RETAIL which is like 200 of your money? when it got messed up.

Wow, this is all pretty crazy. It's interesting seeing both sides of the story.

Sounds like one of two things happened:
1. Someone at GTM (not Sam, obviously), tried to screw some people over (GTM, consumer, or both).
2. Consumer tried to (and accomplished) screwing over GTM into getting a new kit to replace a busted up one.

Just playing devil's advocate. ;)

So why do the OP's originally shipped parts look used/run over? or at least what's your take on it GTM?

Why would you also tell the customer its your word against his? Thats seems wrong from a business point of view and is not helping your cause.

My conclusion: This is one shady transaction...

And lmfao at posting pics he could of taken 10 min ago lol

As stated GTM Stepped up to the plate and made sure the customer was taken care of. GTM put money out on the line and is waiting for the customer to do the right thing. I am hoping GTM can claim the insurance on the damaged items.

To the friend or wife whoever you are. We understand your plight and the situation. however, your actions here were completely uncalled for and unwarranted. Vindictive action due to emotions is very immature and irresponsible. Next time you have a problem with a company I hope you have a cooler head and atleast a little patience.

Why were the original parts Greasy and dirty and looked like they were used?

Don't get mad at me for asking the Question.

I am now hesitant to purchase the GTM SC kit that I have been looking forward to getting...

No offense but I am very happy this came about on the forums. These people were out 8+ grand and to hear some of the words used on GTM's behalf....it's definitely gonna make someone angry....especially being in Guam and all bc to some extent it is true about what GTM said. GTM does have its loyal followers and they will back them up like there's no tomorrow....but that doesn't mean the OP's situation is false.

Sam, send me a supercharger kit and I'll let everyone know the condition and timing in which it arrives.

Reading comprehension owns you :owned:

If you are willing to believe the wifes story then you have to give some credibility to the other side its called being balanced and third party to the situation. GTM shipped these parts a while ago and was planning on allowing the buyer to have his kit issues resolved outside of the lime light. Well when the Video was posted and brought to their attantion GTM now had to take the time to pull up emails, pictures and to correctly portray what happened without bashing the customer and to allow others to see what really happened. Sam is a no BullSh*t kind of guy! Take 5 mins to talk to him on the phone and you will realize that very quickly!!!

Like what was stated earlier:

there is and was no reason for GTM or an employee to send Joe a f'd up or used kit... it would automatically warrant bad press and get GTM and the employee in deep sh*t... So whats the motivation? there is none and in no mind set would it have been profitable in any sense of the way. I can see the items being messed up in transit. Honestly, you people have NO IDEA what baggage handlers do to packages. I have seen it first hand... items being ran over, dropped, or fallen off package transport vehicles! One of the advantages having a major airport as a customer you get to see the things that make you cringe how much they dont care for your packages... I walked by one package that sat near a terminal for 3 weeks!!! I even gave it a name (carlos)! There is a lot that goes on that if customers saw they would go ape crazy about how their items are handled.

What is important is that the second the customer reported the problem GTM stepped up and resolved it money out of their pocket! End of story! :tiphat:

Good to see a detailed response and the other side of the story.

I assure you it's GTM. Like I said in the Video. I haven't used the name of the person that was spoken to at GTM (a name many of you know) But If I get one any more of this crap about "I know it's not GTM, " post. I will expose the rest of the videos revealing this person's well known name. Signatures and dates from GTM on the shipping boxes. Not to mention videos of phone calls speaking with GTM. Where you can here this person clearly talking. There was only one person that was worked with at GTM and spoken to. You all might think I'm heartless. However, I just replaced that persons name with GTM to protect that persons. I don't think that is too heartless. Though I assure you when they see the video and there words quoted they know I'm talking about them.

Shipping terminals are extremely dirty... I stand by my theory that something happened during shipping or after the fact. Every Item I have seen on GTM's shelves and sent to me were like the pictures Sam posted and there are several dozen people who have had the exact same experience as me... You should have nothing to worry about!

Thank you I agree fully

dude but if they were wrapped in bubble as claimed how the hell would the piping get dirty...the INSIDE was dirty lmao...i never said GTM did it on purpose so reading comprehension > u...i just pointed out that a business should always put the customer first regardless if they are "heartless" or not...im sorry but if u send me a busted strasse wheel and i tell u its busted and u tell me "it was when we shipped it out" ill say screw u and put it on blast because regardless shipping is still 80 percent minimum responsibility of the company shipping it out.

It's getting deeper. Get my boots on.

The customs guy also had a 370Z and decided to test fit the kit on his car and in the process banged it all up. Then just threw them back in the boxes and delivered it. That would also explain why it took so long for the package to arrive.

lol NOW THAT MAKES SENSE...jesus why cant they just admit it? :bowrofl:

In my personal opinion outside all affiliations...

Kirei is just a bad customer! :bowrofl: Anyone in the business world knows what I am talking about.

Bad Customer:

A customer that no matter what effort to rectify a problematic situation and to appease the customer. The customer will continue to threaten, complain, use of excessive force, and do what they felt emotionally led to do to defame and to cause trouble in the process to rectify the issue. Not allowing the business to fix your problem and give you satisfactory service makes the customer a bad customer!

I have had several bad customers over the years in my businesses and Kirei sounds just like one to me. I am glad gtm has kept their composure and been working through these kinds of obstacles :rolleyes:

Posting the owner of GTM's name is not going to help your case Kirei!!! Honestly, its going to hurt you and your husbands efforts to get the issue resolved... Attacking the company that is trying to help you is idiotic and inmature and obviously led by an emotional issue. Take a step back and take a deep breath and let the company help fix the issue. :tiphat:

:roflpuke2::roflpuke2::roflpuke2:

man everyone should just stop posting. and let Joe and GTM post only.

everyone else's posts are just turning this thread into garbage, in which case it will get locked. and then nothing will be learned from the situation except that everything possibly useful gets turned into trash.

Okay I'm satisfied. It seems GTM did everything they could to make it right. I don't see how you can expect timely shipping to Guam, especially with GTM going outside their normal shipping method. It is true. Some people just cannot be satisfied.

PS. Joe, do not cross your wife. She sounds kinda evil :icon14:

:gtfo2:
Unless you personally packaged these items.
I will say when I saw the boxes open I said. WTF they run out of bubble wrap.
Again GTM is "handling this" So they know the problem falls on them.
Joe just hasn't seen the results yet. A box just finally got shipped March5th.
If I get a break I will finish the other video and post for you all to see.

Oh and another thing to all you GTM:nutswinger:
Please don't use words or phrases like "obviously it's not GTM's fault"
(it just show's you don't know what the word obviously means)
Unless you packaged these boxes yourself, opened these boxes while you were working at customs or Have seen these items first hand with you own eyes. And if you cant see grime in the video that is so obviously not from shipping.Put on your glasses/contacts and hit the pause button. If that's too hard then just look at the pictures on page 3 of this thread. ;)

Anyone who is speaking on Joe's behalf in Guam has actually seen these items first-hand. I made this video for those of you who doubted him and his story without seeing proof and For the person at GTM that told Joe they have a lot of support and no one will believe Joe. :eek:It will be there word against Joe's. I can see from your response they were right. Joe may have been intimidated by that. I for one am not. I will expose every aspect until I fill this situation is made right.

seriously this is getting out of hand...Joe has some damaged parts (fact)...GTM is aware of the situation and sending replacement parts (fact)...theres really no use is debating wether the parts got damaged in transit or not at this point because GTM has already agreed to send new parts...i really dont see any reason to slander GTM as they are doing what all good vendors do to resolve the problem and keep the customer happy..

I dont normally defend GTM, but to be completely fair it's not something they would normally do. I've followed their threads and their involvement in this community enough to know they have absolutely nothing to gain from this. So I don't think GTM did it purposely. HOWEVER, some of you guys are out of control....completely out of control with the GTM fainboyism. How do you go from a customer getting a destroyed kit to somehow GTM being totally awesome for taking care of him. I don't know if you guys realize how incredibly stupid that makes you look. Nothing personal with any of you, but that's simply ridiculous. Don't try to take the blame off, even if it somehow was during shipping, It's still GTM's responsibility to make the claim and get his customer the pieces.

Also, just my two cents, that is not shipping damage...you can see areas that have been sanded down to weld flanges and supports. Scratches go all the way to the weld...no way shipping would have done that. Maybe they are pieces used for prototype fitment testing or something. Maybe GTM was tight on time to meet some shipping deadlines and figured they could pass these as shipping damage and then send the customer a real kit once he complained...

We can all keep making theories, but in the end I think I'd still buy GTM stuff and I think most people here agree this is an isolated incident rather than the norm. Just please people stop saying GTM is awesome when stuff like this happens, its sickening.

If I were Joe I wouldn't even want the kit anymore. Even if you have minor problems with the kit.....you probably won't even be able to call GTM to ask for help.

I agree. I believe a worker just didn't care.Thought no one would notice. The only problem after that was how poorly the situation was handled once it got to the higher ups. A box was finally shipped to Joe March 5th.Undamaged products still haven't arrived.

The damaged goods was shipped on the 5th but yet you posted the video on the tube on the 8th. Hmmmm.

I lost the original quote with so many posts sorry.
It took a while to make and edit the video. When Joe receives new boxes. I will post them up as well.