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      05-11-2011, 06:32 PM   #1
jnolla
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Lmb ≠ Mcb @ Ind

My day started as any other day, with a trip to the local Starbucks for that nasty taste of burnt coffee that I can't live without. As I pull into the parking lot I started getting anxious at the fact that I won't be able to finish listening the new playlist I created, which by now is playing the amazing sound of Panoramic by Atticus Ross.

As I slow down, a few thoughts come to my head: "Man I'm glad I got the Premium Sound", "God I wish the made PDC for the front", "Damn if I stay on the car listening to the radio I will look stupid", and so on.

At this point my mind was completely thinking about billion things, with the exception of the parking spot I was pulling into. Why should I? I've been in this parking lot a million times. Nothing new here; with the small exception that this time I'm pulling in with my brand new M3 ZCP!

Before I knew it, disaster struck! The next few seconds were some of the longest in my life! I heard and felt as my lower end of the bumper was scraping the sidewall curve of the parking lot. As I stopped after a few seconds, I'm thinking "fuck I have to do this all over again to back out".

A totally desperate moment. My brand New M3 with 200 miles is now less than perfect, and it is all due to my stupidity. For a second I really just wanted to punch someone on the kidney! But hey, there was only one person which deserved to be punched! ME!

Wait a minute...

"LMB ≠ MCB @ IND" ???

As I let my anger cool off, I remembered; today is a special day! Today I get to visit IND, to have them install a few nice items I order through Nate last week! And how is this relevant? Take a look at my list

Euro Bumper
Wheel Spacers
Black Chrome OEM Grills
Side M3 color match grills
Window films
Key hole delete
Euro Visors

Thank God! My car will be perfect again! My stupid mistake will be erased! Only a few hours and everything will be perfect again...

Later in the afternoon I parked my DD back in the garage and jumped in the M3. Although now I'm in shame, in a few hours it will be all over. The new Euro Bumper, will make things right.

When I arrived at IND, I got a chance to meet all the great crew everyone has commented about: Nate, Ilia, Andrew, and a few others; everyone was very cool! They took the keys and got started right away. I had no worries at this point, it was all just going to turn out ok after all...

A few minutes later, one of the guys walks in the office. He looks at me and let's me know that the color of the bumper is not matching the car. So much for a good end. I walked to the back where the car is getting worked on. This is no lie, there are like 10 people trying to figure out what happened! Everyone was scratching their heads!

As they continue to analyze the differences in color, one of the techs opens the hood and mentions the color code of my car, which translated to "LMB". Someone else mentioned that the Euro Bumper was "MCB", thus we discovered the root of the mismatched.With an exceptional attention to detail, Nate points out that the order was indeed placed for "MCB" paint.

At that point I had recalled sharing with Nate my horrible customer experience with the dealer in Milwaukee, and their denial that I could order Individual MCB color. I was sure I didn't order the color for the parts in MCB.

In the next few minutes I received what I must say the best customer service ever! The team offered to repaint no questions asked. They were very concerned about how such mistake could have been made, and they were ready to correct it. They offered to bring the Euro Bumper 50 miles away and install it at my place at no extra costs.

I was very pleased to say the least, on how much attention my situation received, and the lengths everyone went to make sure that I was completely satisfied. At this point we decided to move forward with everything else, and when the bumper was completed, they will install it ASAP no matter where.

I went back into the waiting room, extremely pleased with the service. I decided to login to the site and ensure that I had indeed ordered the correct color. Believe me when I say, I have made plenty mistakes in the past, so I wanted to be 100% sure.

To my awe; I find the following on the content of a message to Nate on my outbox:

Quote:
Euro Bumper MCB:
Can I buy this through IND?
How long would it take to get it?
What is the cost painted and installed?
Now I feel like a complete ass. I was so ashamed, I didn't even want to tell anyone. To make things easier for stupid me, I decided to write them an email fessing up to my stupidity. BTW this is all happening while I'm sitting there at their office!!!

After everyone got the message, everyone started joking around, which helped me feel less like an ass. But here is the good part, even after they knew it was not their fault, they were still going to repaint the bumper LMB at no extra cost!!!!

Who in the fuck does that????

It would be clearly a loss in their end!

I sat quietly for a few minutes thinking to myself "I'm in another fucking dimension" no one is this great!

Now, I'm somewhat in a sales role, and I know that taking a hit of hundres of dollars in such a small sale will probably be a loss for IND; so I refused. I want IND to continue been here for me. They must make a profit! I want to be a preferred customer, not that idiot that thinks LMB = MCB. I insisted that I must pay for the rework! It's my fault! It is only fair!

As I walked out of the car when I got home, I also noticed that they had installed painted reflectors on my current bumper, at no cost whatsoever! They just did it!

At the end of the day all I can say is YOU GUYS ROCK!!!!

THANK YOU!


Before anyone says anything; I know:
:

They are coming!


P.S forgive any grammar and spelling errors. Got no time, heading out tomorrow to CA for my 3rd CCIE lab attempt.
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Last edited by jnolla; 05-11-2011 at 10:04 PM.
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      05-11-2011, 06:39 PM   #2
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can someone cliffs this, lol
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      05-11-2011, 06:44 PM   #3
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Jesus, I wish that some vendors here would take a leaf out of IND's book. That is flat-out-unbelievable service.



rich, OP purchased Monte Carlo Blue euro bumper for his LeMans Blue M3. On pick-up day, he found that the bumper was the wrong color. He told IND he purchased a LeMans Blue bumper. IND offered to repaint for free and install anywhere OP chooses. OP pulled up his PM to IND. He did order a Monte Carlo Blue bumper. IND still offered to repaint for free despite it being OP's mistake. OP did honorable thing and paid for repaint.
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      05-11-2011, 06:51 PM   #4
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thanks, and props to IND
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      05-11-2011, 06:52 PM   #5
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AMAZING service!!! This is what customer service is all about and how you build a brand for yourself and create repeat business. If I was closer to IND, I would be homeless, cause my car would be so sick.
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      05-11-2011, 06:53 PM   #6
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Amazing service glad everything turned out well for you and the M3.

As a side note good luck with your CCIE! I passed mine a few years ago the battle from the lab still seems fresh in my mind.

-DP
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      05-11-2011, 07:01 PM   #7
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Someone needs to change that roundel to the IND name.
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      05-11-2011, 07:02 PM   #8
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IND does a great job.


You should ask them how much to repaint your entire car to MCB
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      05-11-2011, 07:03 PM   #9
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If I said it once, I have said it a thousand times... IND is the very BEST vendor there is. Period. End of discussion.
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      05-11-2011, 07:12 PM   #10
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Quote:
Originally Posted by arter View Post
IND does a great job.


You should ask them how much to repaint your entire car to MCB
I was tempted, Nate said they would do it if I wished. For now I'm saving up for things to come in the next 2 months (SC, Akra, Diffuser, Front lip, more...
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      05-11-2011, 07:14 PM   #11
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IND FTW. great to hear stories like this. great job IND
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      05-11-2011, 07:19 PM   #12
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      05-11-2011, 07:36 PM   #13
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That's a great story. Makes me wish I lived closer to IND!
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      05-11-2011, 07:50 PM   #14
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Props on being a good customer as well. Too many people have too much self-entitlement in their attitude and that really makes it hard to be a good vendor.

I try not to screw over vendors, in the hopes that they will stay in business, and this kind of appreciative thread is very effective. I've ordered from IND as well and will do so in the future as well, because of their service.
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      05-11-2011, 07:56 PM   #15
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IND has transcended from a noun to verb and has set the bar to how all other vendors should be measured!!! i.e. Vendor X is a IND 6 on a scale of 10.
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      05-11-2011, 08:00 PM   #16
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Quote:
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IND has transcended from a noun to verb and has set the bar to how all other vendors should be measured!!! i.e. Vendor X is a IND 6 on a scale of 10.
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      05-11-2011, 08:11 PM   #17
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These guys are the bomb. So glad to live so close. I have learned so much from Ilia and the crew and am convinced this elusive DD/track beast dragon that we all chase can be achieved with their help. Giddy up guys
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      05-11-2011, 08:17 PM   #18
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Need to add something else:

As I walked out of the car when I got home, I also noticed that they had installed painted reflectors on my current bumper, at no cost whatsoever! They just did it!
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      05-11-2011, 08:23 PM   #19
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Wooow! IND FTW! In these situations, you don't even care about how much you are going to pay since you are getting an amazing service!!
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      05-11-2011, 08:24 PM   #20
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Props to IND for superior customer services and props to OP for being a stand up guy rather than keeping quiet and saving some bucks.

While I have some IND parts in my closet waiting for my on order E92 I hope to find a good excuse to make the same trek from WI down to IND for something.
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      05-11-2011, 08:49 PM   #21
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IND plz open an office in LA i'd be ur customer for life.
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      05-11-2011, 08:54 PM   #22
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NY 1st!!!!
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