View Single Post
      04-20-2012, 09:48 AM   #524
ajag
Registered
 
Drives: 2012 MB CLS63
Join Date: Apr 2012
Location: United States

Posts: 1
iTrader: (0)

I'm the poster from MBworld who was quoted earlier in the thread with the concave ADV08s that came in 25% above the estimated weight. Just wanted to post a nice update of how customer service should be handled, and ADV did it right.

Had a nice chat with Jordan, the president of ADV, yesterday. I have to say, after the initial poor response from their customer service, they have stepped up in a major way, and have gone beyond what I even expected. Below is part of the email Jordan sent me after our chat:

"Great speaking to you earlier, thank you for taking the time to speak with me. As discussed I appreciate your business very much and we apologize for the issue, regardless of the cause we're always more than happy to do whatever is necessary to satisfy you as our customer. To reiterate on the resolution that you and I discussed we are going to be making you a new set of wheels, same sizes, finish, style, offsets however engineered this time around with the intent to meet or exceed your expectations in terms of weight.

You were quoted an estimated weight of 24 26 lbs from what I understand and we'll engineer them with this intent, should we not be able to meet this weight we will discuss alternatives that may be better for you if needed. This is something we do every day so it's really not an issue, and would not have been had they originally been ordered this way. No problem though, I appreciate the opportunity to make it right for you and I'll do exactly that.

As agreed, you can continue to use the existing wheels in the meantime and once the new ones are complete we'll ship them over to you with return labels included. Once you've installed the new ones, just let us know and we'll schedule the pick up for the old ones.

I'll process the new order on the next batch that I input which will likely be tomorrow and you'll receive a new invoice at $0.00 which will be order # 2692W (warranty). Once it's in the system it will go through production as all of our orders do and you and I will personally handle the order and keep you updated as we go as well as on the weight analysis and 2d / 3d drafts for your review. "

Impressive!

-A
ajag is offline  
0
Reply With Quote