I have not done business with Thorbros, so I did a quick search. The first thing that popped up "this ain't no damn corporation". That does say something, but you can read into it what you like. Just for the record.. One nice thing Summit does, is show a little American flag by the products that are made here in the USA. However, most products do not have that little flag next to them. I have purchased many parts from some of the small guy shops, usually kinda slow, but I have come to expect that, as I also run a small business. With that said, I would be out of business in weeks, if we didn't keep communication going daily. With email, texting and mobile phones, not many excuses to not communicate with your customers. I don't really like it, but I have to carry my phone 24-7-365, yes it goes on vacation with me.
I looks from their instagram account that they are on the road and did have some type of accident but if they have time to post pictures on instagram they should have time to return calls to customers. I did buy a universal 4 link kit from them a few years ago and it was made to order as Jason called me to confirm the dimensions were going to work with my application before he built it.
When it comes to suspension stuff I have the parts in hand before I see the customers' car in the shop. I want to have parts in hand, parts that I know will work, before the customers car comes in and gets crippled.
Not great customer service but extremely high quality, made-to-order AND made in the USA parts. If you are able to order well in advance of needing the parts you should not have any issues and will appreciate what you get when it arrives. I'd rather get premium quality stuff and not support companies who outsource overseas. Steve
I'd have never crippled the car. If the budget is that tight that a couple hundred bucks will fuck it, I don't want it. My duties extend to my staff (payroll), my overhead (landlords, utilities, etc) and the client. If you're really that good the next guy will wait even though you mullered up your own gig with this. And that budget thing, I know everyone's not an all in time n material type, but isn't there an expectation of reasonable delay? Reasonable costs over the desired budget? How can my chrome shop quote me before I get the parts off, prepped and in his hands? Unless the car/truck/whatever is a one of 3 ever built with special circumstances in it's construction I'm not seeing a shit ton of fault here. And again on the Summit thing, if you really buy that much all the time you should be getting a better price as a commercial retailer, but then you're on the hook for sales tax and personal property tax on inventory on hand and, well, whatever. Good luck. Just think it through next time. I wouldn't bash an independent jobber because he's, well again, independent. Just think, you're probably getting bashed online somewhere because of something you can't control and you're a small independent guy your damn self. Horrors!
Your first mistake was to cut your customer a deal who will not appreciate and bash you if something goes wrong. You should not have disabled the car until you had parts in hand. I agree bad customer service sucks, but I deal with it all the time and you learn to pick your vendors. I have been in this business since old cars weren't old.. I have a waiting list and if they can't wait then go someplace else. Then bring it back to be fixed the right way.
Well, I certainly do not. My projects usually end up costing about double my "budget" and triple the time spent. I'm curious about whether the OP considered contacting the vendor prior to ordering to check on availability. In Craps it is called "betting on the come" in that you don't have what you need now but are betting you will have what you need when the time comes. Risky in Craps but probably fatal in business.
Ain't that the truth! There are times that I have to remind myself of the "old days" building a hot rod in rural LA...that's Louisiana, NOT L.A. with a speed shop on every corner. Spent lots of time with an Honest Charley catalog, fill out the order form with a pen, drop it in the MAILBOX (no toll-free #'s then and long distance charges took money away from non-existent budget), wait, wait, wait. Magically, mailman shows up one day with package from Honest Hisself. And I grinned from ear to ear. Now, I'm just a spoiled old SOB.
I would think it is also bad customer service to tear a car apart while on a tight deadline and budget without having a estimated arrival date for said parts. Are they slow and do they have bad service? Maybe however this dilemma was caused by your own bad customer service.
I think bad judgement in ordering from folks who build to order is part of the problem, OP should have either called or asked online about turn times when dealing with a small shop. Now the shop has apparently had some sort of a problem and things are snafu'ed there. But unless everyone at the shop is totally disabled to the point of being unable to answer the phone or return calls, that is bad business practice, indeed. Running a small shop is a PITA, and that I know personally, people tell you they're "in no big rush" and then 3 days later they're calling raising hell about when am I gonna fix their stuff!
car is not torn apart, it can be moved just fine, but I still don't have room to bring in another. Customer may come pick it up until parts arrive
UPDATE: I still have not been able to reach them, except now when I call I receive a message with a DIFFERENT company name, and their hours of operation and thats it, no way to even leave a message now. (plus I called during their "hours of operation" this is getting sketchier by the minute! Such shoddy customer service this is ridiculous. Its really not that hard to pick up a phone, or email, and let your client know whats going on. Even in china, where they don't even speak english and have to use google translator, they at least email you back! lol This is such a poor representation of a USA company. ps. I used this company before back when it was suicidedoors, with no problems. Now it appears it is going on to its 3rd name so something is going on where they have to keep changing the name every few years.
I'm speechless. ...and that's sayin' something! With the recurring name changing, it would set some alarms. What 'slammed' them to abandon 'Suicidedoors'? One can only wonder.
If you ordered with a credit card, cancel your order through the credit card company and get your parts somewhere else.
I guess I don't understand the problem. it's tying up your only bay to work in and it's not torn apart? If your loosing money call a flatbed and move him down the list one spot until the parts arrive. I've never had a car dropped off without parts in hand or a tracking number. Maybe I have more patience but after 10 days I wouldn't be trashing a business on the Internet.
I've been trying to reach them via phone for 10 days. order was places on april 19th and according to the website is still "processing" and what am I suppose to do? put the car outside? we just had a golf ball size hailstorm, i'm sure the customer would have been thrilled about that.....SMH
Based on the photos sent from my wifes sister in Golden, I think you could practice your golf swing while your waiting.
The Jalopy Journal
