Originally Posted by Kirei (Post 977657)

: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.

Originally Posted by wishihadnav (Post 977690)

all will be forgotten as soon as Joe installs the kit and goes WOT!...haha..

Originally Posted by SPOHN (Post 977696)

Good point. Unless the motor blows. LOL. Just a joke guys and gals.

Originally Posted by Lug (Post 977714)

GTM blows tranny's, not engines.





....runs for the hills

:D

Originally Posted by SAM@GTM (Post 977524)

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

Originally Posted by modme (Post 977297)

There are step down pipes in the kit. Straight out of GTM's packing list:
http://i59.photobucket.com/albums/g2...g?t=1299691247

Originally Posted by wishihadnav (Post 977723)

RCZ actually somewhat defended GTM!...this tells me JOE is 100% in the wrong..lol jk..im sure everything will be resolved and JOE will be happy with the kit..

Originally Posted by spearfish25 (Post 977733)

I think Joe should fight his own battles and post his own war stories. What's with all these surrogate story tellers?

Originally Posted by zman1910 (Post 977668)

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.

Originally Posted by wishihadnav (Post 977723)

RCZ actually somewhat defended GTM!...this tells me JOE is 100% in the wrong..lol jk..im sure everything will be resolved and JOE will be happy with the kit..

Originally Posted by Bullitt@UAMotorsports (Post 977094)

Honestly, from that packaging and the welds and parts you recieved I have a very hard time believing that was a GTM product straight from GTM...

Originally Posted by SPOHN (Post 977008)

No your not wrong at all. I do totally agree with you. It was more so a joke. I wasn't meaning it seriously. It is a major issue and should be talked about and discussed. Along with being made right times fold.

Originally Posted by Zrod (Post 977016)

I wouldnt take it personaly ppl post that crap in every other topic on here it doesnt mean its gonna get locked it just means the ppl posting it have nothing good to contribute. As far as your situation goes I feel for ya thats a terrible thing to have to deal with. From my perspective it looks like either GTM screwed you or customs has a vendetta against you either way the grime inside the parts is hard to explain lol. I hope its resolved for you and im sure it will be but keep us updated.

Originally Posted by BLM (Post 977032)

I know what it feels like to trust in a company and have them completely turn their back on you when sh!t goes wrong. Not that profession is an indicator of morality and ethics (see Bernie Madoff), but you have to remember that you're dealing with auto mechanics here who get to play with really cool expensive toys all day. Their business is booming and they have so many people on multiple boards licking their a$$es. As such, the inner drive for 100% quality control and ethical behavior inevitably diminishes. And worst case scenario (which is occurring right now), they try to screw one person out of an $8000 turbo kit, they have all their loyal followers coming ot their rescue, posting all of their positive experiences etc to make it appear that this could have in no way ever happened. Just ask Madoff's clients if they ever thought something was up. Also, it seems that as businesses expand and revenues increase, that is when ethics are at their nadir. See "The Social Netowrk" and how Zuckerberg screwed his partner and re-structured the company so that his share was less than 1% when Facebook expanded.

As with all things, the truth is somewhere in the middle of what both sides are saying. But ask yourselves this, what could possibly be motivating destinyZ to needlessly slander a very popular vendor without cause? GTM has the FI market cornered right now for G37/370Z. The Greddy kit is crap. The GTM Stage 1 is an easier install and drastically outperforms the Stillen kit, so guess what? If you want FI, GTM has you by the balls. That is not excuse for what appears to have happened. And if it's true that the response to this was "sh!t happens" I would have been on the first plane to Cali to have that said to me face to face. But anyone with half of a brain can see that for whatever reason, this guy was shipped what looks to be a very used, beaten on, kit. How or why this happened is another matter. It's possible the higher ups at GTM were unaware of it. But that still doesn't change the "sh!t happens" response, if that's what was actually said.

My only experience with something like this was with the shop that I had all the work on my WRX done at. They treated me like gold because I was always in there for mods. They cut me deals on service, dyno time, and made me a lot of one-off parts. But I saw how they treated customers who they didn't know, and who weren't spending big money. They'd overcharge them on dyno pulls, make them wait needlessly, not follow up on orders for their parts, long delays for installs, etc. This has nothing to do with GTM, just saying that as much as I loved that shop and for all the great work they did on MY car, they were overall pretty shady. And this is something that I've learned pervades the automotive industry, especially the aftermarket.

Originally Posted by simota1 (Post 977035)

o and one more thing.... i have a friend that works at customs and as you would have it he has a 370z thats why we became friends he bought a overlay from me... anyways when i was asking him about my cf amuse kit he told me that they were going to open it most likely because it was huge... i asked are they going to break stuff? he said they were really careful with things they open i was like really? but you guys have to open so many packages? he laughed and said are you kidding me there are only like ten of us at customs how can you expect us to opens thousands of packages that arrive in guam? thats both air and sea..... i was like really? so how do you know which one to open or not he explained to me that they open really huge boxes and containers only reason being is just in case someone is tryna illegally ship anything illegal i e a car chassis from japan lol (i cant believe someone tried to do that?) i asked him so you guys dont check the usps mail? he said usually if its from states no.... we only check stuff that comes from foreign contries....reason being packages from states has already been checked how many times already so we usually trust the boxes unless we suspect something is not right.... so since destinys turbo kit came in several boxes in different times of shipment someone in customs was waiting specifically for destinys boxes opened them up grinded a lil here and there because they were bored and then packed it nicely.... idk if you guys saw the intercooler pic now that pic is just whoa.... metal shavings everywhere :shakes head: it makes me mad and i dont even own the kit :mad:

Originally Posted by superchargedg (Post 977039)

All i can say is wow at the vid and the parts quality is garbage.Good luck getting the problem fixed and i hope GTM steps up to the plate.

Originally Posted by Zrod (Post 977074)

Yeah I dont get it either. Even if they sent out a used kit packed poorly I couldnt see it looking THAT bad especially without the box being mangled. Some of the bends and dents in that stuff would take some serious force to do it almost looks like someone intentionaly took a sledge hammer to it.

Originally Posted by prescott3656 (Post 977200)

This really has me thinking... We have seen posts from time to time when GTM receives butchered TT kits from other shops and nearly have to start from scratch. What happens to that other banged-up kit? You could throw it out, or you could ship it with insurance out of the country and claim it for 8 grand. I'm not saying this is what happened, but i cant think of much other explanation. I doesn't look anything near the quality we have seen (and expect) from GTM. But I agree, it was most likely a worker. I highly doubt Sam or anyone high up knew about this. I could be way off, just spit-ballin.

Originally Posted by Reality (Post 977485)

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!

Originally Posted by SPOHN (Post 977823)

I'd like to ask why the kit wasnt shipped UPS or FedEx? Instead broken down and shipped By other means.

Originally Posted by spearfish25 (Post 977559)

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?

Originally Posted by flashburn (Post 977570)

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. ;)

Originally Posted by Bullitt@UAMotorsports (Post 977589)

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.

Originally Posted by Cell (Post 977900)

Sam stated why he didn't send it FedEx or UPS and went out of company policy to send this one. I am guessing it was something to do with Joe being in the armed forces.

Originally Posted by spearfish25 (Post 977606)

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

Originally Posted by whoLEEoh (Post 977629)

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.

Originally Posted by whoLEEoh (Post 977639)

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

Originally Posted by daisuke149 (Post 977646)

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.

Originally Posted by Lug (Post 977686)

My new theory is that GTM shipped the wrong shipment by honest mistake and those parts were supposed to be bound for somewhere else. I HAVE ZERO PROOF OF THIS BUT WILL STICK BY THIS THEORY UNTIL I DIE!!!!!! :mad:




:D

Originally Posted by wishihadnav (Post 977690)

all will be forgotten as soon as Joe installs the kit and goes WOT!...haha..