Stillen = Great Customer Service

Cyberium · 02-24-2011, 07:09 PM

I ordered the Gen 3 intakes from a vendor on this site (not going to mention names) a while back. All the instructions were for the G37 and it also came with the urethane shield. At the time, I thought the G37 and 370z intakes were interchangable so I didn't think anything of it and installed them. After I installed them, I noticed that the filters were resting too close near the radiator. I thought I just screwed up the install. After doing some research I noticed that the G37 and 370z are NOT interchangable and I was sold the wrong set. So I tried contacting said vendor via PM's and leaving messages and received no response back.

I decided to just live with it for a while but I always felt a little uneasy about having the filters against the radiator (kind of defeats the purpose of a COLD air intake). I then contacted Stillen for advice and Josh told me that yes, the kits are not interchangable and the lower sections of the intake are different and that's why I was having problems.

So long story short, Josh said he would actually break a set of Gen 3 intakes and just sell me the lower portion tubes at a discounted rate. They were sent out the same day I paid.

Yes, the vendor who I originally purchased the intakes from should of resolved this problem, but I was sick of leaving messages and not getting any responses back.

So I paid a little more but got great customer service from Josh and his team and finally have some peace of mind.

Thanks again.

kensnismo · 02-24-2011, 08:42 PM

state the vendor so no one else gets burned.why let him get away with it

Trips · 02-24-2011, 09:13 PM

Quote:

Originally Posted by kensnismo

state the vendor so no one else gets burned.why let him get away with it

Whats more importants is Stillen came thru

metz · 02-24-2011, 09:24 PM

Glad Stillen helped but I wouldn't have come out of pocket again. I have to agree if this is a vendor here it's uncalled for.

dal1307 · 02-24-2011, 09:31 PM

Post up the D@mn vendor! If they are doing business on our forum and not providing customer service to an acceptable level then they should be held accountable. Good to know that the Stillen guys helped you out but the vendor should have made it right and reimbursed your out of pocket for the parts!

ClemsonWill · 02-25-2011, 09:16 AM

Quote:

Originally Posted by dal1307

Post up the D@mn vendor! If they are doing business on our forum and not providing customer service to an acceptable level then they should be held accountable. Good to know that the Stillen guys helped you out but the vendor should have made it right and reimbursed your out of pocket for the parts!

Daishi · 02-25-2011, 09:54 AM

Stillen shouldnt of charged you for the part in my opinion. I wouldnt say it was great customer service they were happy to sell you another part.. What they should of done was send you a new part and have you send the wrong part back.

RockStarKick · 02-25-2011, 10:54 AM

Quote:

Originally Posted by dal1307

Post up the D@mn vendor! If they are doing business on our forum and not providing customer service to an acceptable level then they should be held accountable. Good to know that the Stillen guys helped you out but the vendor should have made it right and reimbursed your out of pocket for the parts!

Staples · 02-25-2011, 11:18 AM

What's important is that the customer is happy with the outcome whether or not we believe it was right or wrong. Sometimes paying a few dollars is worth the extra headache of going back and forth with a vendor. I unfortunately had to learn that the hard way myself.

modme · 02-25-2011, 11:26 AM

I wouldnt call this great customer service. The parts costs them next to nothing. They have extra spare parts, so its not really breaking up a kit for them. They should be responsible for their vendors, or at least try to get you in touch with the vendor.

In the end they still made a profit off of you for the "discounted price"

Daishi · 02-25-2011, 11:35 AM

Quote:

Originally Posted by modme

I wouldnt call this great customer service. The parts costs them next to nothing. They have extra spare parts, so its not really breaking up a kit for them. They should be responsible for their vendors, or at least try to get you in touch with the vendor.

In the end they still made a profit off of you for the "discounted price"

Completely agree

TypeOne · 02-25-2011, 11:51 AM

Customer service is everything... parts cost more money because of the people that you get to deal with. Buy a cheap part and you get cheap service and support.

I've dealt with the Stillen guys before and they are all wonderful.

I give them a thumbs up.

tonybui · 02-26-2011, 10:57 PM

Quote:

Originally Posted by Triple's

Whats more importants is Stillen came thru

So what if someone else get burnt again by this vendor??

Trips · 02-26-2011, 11:05 PM

Quote:

Originally Posted by tonybui

So what if someone else get burnt again by this vendor??

Wrong part and being burnt are two different scenarios. I would hope in the ladder they would name them but of course after they've made an attempt to remedy the situation. IMO

windex · 02-27-2011, 10:45 AM

I've always been pleased with stillens customer service. This too sounds like good customer service. Now if the OP had ordered from stillen and ordered the correct p/n (not saying he ordered the wrong p/n) and they tried to charge him for their screw up then that wouldn't be cool. But the OP didn't order from them so good job Josh at pleasing the customer.

02-24-2011, 07:09 PM	#1 (permalink)
Cyberium Enthusiast Member Join Date: Mar 2009 Location: Vermont Posts: 379 Drives: 370z Touring \| Sport Rep Power: 16	Stillen = Great Customer Service I ordered the Gen 3 intakes from a vendor on this site (not going to mention names) a while back. All the instructions were for the G37 and it also came with the urethane shield. At the time, I thought the G37 and 370z intakes were interchangable so I didn't think anything of it and installed them. After I installed them, I noticed that the filters were resting too close near the radiator. I thought I just screwed up the install. After doing some research I noticed that the G37 and 370z are NOT interchangable and I was sold the wrong set. So I tried contacting said vendor via PM's and leaving messages and received no response back. I decided to just live with it for a while but I always felt a little uneasy about having the filters against the radiator (kind of defeats the purpose of a COLD air intake). I then contacted Stillen for advice and Josh told me that yes, the kits are not interchangable and the lower sections of the intake are different and that's why I was having problems. So long story short, Josh said he would actually break a set of Gen 3 intakes and just sell me the lower portion tubes at a discounted rate. They were sent out the same day I paid. Yes, the vendor who I originally purchased the intakes from should of resolved this problem, but I was sick of leaving messages and not getting any responses back. So I paid a little more but got great customer service from Josh and his team and finally have some peace of mind. Thanks again. __________________ Stillen G3 Intakes \| F. I TDX

02-24-2011, 09:31 PM	#5 (permalink)
dal1307 Base Member Join Date: Jan 2011 Location: Colorado Posts: 118 Drives: 08 G37S 5AT Rep Power: 14	Post up the D@mn vendor! If they are doing business on our forum and not providing customer service to an acceptable level then they should be held accountable. Good to know that the Stillen guys helped you out but the vendor should have made it right and reimbursed your out of pocket for the parts! __________________ 2008 G37s 5AT, Stillen SC, Stillen CBE, Stillen tranny cooler, DBA 5000 front/4000 rear, Stillen sways, Tein SS-P coilovers, SPC front & rear control arms, Goodridge lines

02-25-2011, 09:54 AM	#7 (permalink)
Daishi Track Member Join Date: Jul 2009 Location: NJ Posts: 683 Drives: 09 370z 6Speed Rep Power: 16	Stillen shouldnt of charged you for the part in my opinion. I wouldnt say it was great customer service they were happy to sell you another part.. What they should of done was send you a new part and have you send the wrong part back. __________________ Cobb Tuned \| Injen Intakes \| Fast Intentions Long Tube Headers \| Fast Intentions TDX Catback 18" Resonators CF Mufflers \| Tommy Kaira Hebi Bebi Shift Knob \| 19x9.5/19x10.5 Five Axis Design S5:F w/ 245/40/19 - 285/35/19 Hankook Ventus V12's

02-25-2011, 11:18 AM	#9 (permalink)
Staples Track Member Join Date: Sep 2010 Location: Baltimore, MD Posts: 546 Drives: '08 Infiniti G37s Rep Power: 15	What's important is that the customer is happy with the outcome whether or not we believe it was right or wrong. Sometimes paying a few dollars is worth the extra headache of going back and forth with a vendor. I unfortunately had to learn that the hard way myself. __________________ '08 Infiniti G37s - Forced Induction Fed

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02-24-2011, 08:42 PM	#2 (permalink)
kensnismo Enthusiast Member Join Date: Jan 2011 Location: north tx Posts: 324 Drives: ZL-1 Rep Power: 14	state the vendor so no one else gets burned.why let him get away with it

02-24-2011, 09:24 PM	#4 (permalink)
metz Enthusiast Member Join Date: Mar 2010 Location: Baton Rouge Posts: 347 Drives: 05 Roush, 2010 40th Rep Power: 15	Glad Stillen helped but I wouldn't have come out of pocket again. I have to agree if this is a vendor here it's uncalled for.

02-25-2011, 11:26 AM	#10 (permalink)
modme Enthusiast Member Join Date: Mar 2009 Location: NY Posts: 345 Drives: G37 Rep Power: 16	I wouldnt call this great customer service. The parts costs them next to nothing. They have extra spare parts, so its not really breaking up a kit for them. They should be responsible for their vendors, or at least try to get you in touch with the vendor. In the end they still made a profit off of you for the "discounted price"

02-25-2011, 11:51 AM	#12 (permalink)
TypeOne A True Z Fanatic Join Date: Jul 2010 Location: Baton Rouge, LA Posts: 2,682 Drives: BSM 370 Rep Power: 1850	Customer service is everything... parts cost more money because of the people that you get to deal with. Buy a cheap part and you get cheap service and support. I've dealt with the Stillen guys before and they are all wonderful. I give them a thumbs up.

02-27-2011, 10:45 AM	#15 (permalink)
windex Enthusiast Member Join Date: Oct 2009 Location: Baton Rouge Posts: 471 Drives: slow car Rep Power: 15	I've always been pleased with stillens customer service. This too sounds like good customer service. Now if the OP had ordered from stillen and ordered the correct p/n (not saying he ordered the wrong p/n) and they tried to charge him for their screw up then that wouldn't be cool. But the OP didn't order from them so good job Josh at pleasing the customer.