Do not buy parts from Monster Motorworks (Weapon-R)

Here are the facts: I ordered a rear strut bar and a radiator diversion panel from Monster Motorworks and I recieved it yesterday (1-23-06). While inspecting the strut bar I noticed that they did not finish a weld that secured the tube to the bracket.
Moreover, the radiator diversion panel looked okay (not entirely impressed, but okay) but I noticed, to the right of the Monster Motorworks emblem there is a 3mm hole, for what you ask? Well it is obvious that the previous emblem they used was wider and was riveted on because there is another hole just to left of it; it's under the emblem that is now adheared with double-sided tape. I called Monster Motorworks:1-650-877-8280
and spoke with Chris W. who was a nice guy and tried to help but it would seem that upper management sucks! He told me that I have to send back the strut bar to be fixed and the diversion panel, he says " there is no actual defect with the product so there is nothing they can do. Futhermore, if I would send the strut bar back to them I have to pay for shipping. WTF !
Everyone take my advice and save youself a headache.

 

damn thats messed up bro

 

yeah pretty messed up, but stuff happens. So saying no one should ever buy from them is alittle harsh.

I hope you get it all squared away.

 

Sorry to see the missing weld.

I know for a fact the first version of the MMW nameplates were riveted on, and you prolly got a diversion panel that was made to fit the first nameplate.

I hope everything works out for you.

 

stuff happens? yes problems and defects do occur. But they should be picking up the item or do something to defray the cost of shipping.

making the customer pay for the return of a defective item is awful customer service.

 

How about this?

If you bought something at say Costco or Best Buy, and its defective, you drive back to the store to get an exchange or refund correct? Does the business you bought it from refund your gas money that it took for you to drive back over there?

Just a thought.

 

I am extremelly sorry for the items you received in the condition they are. As i stated to you the bar can be sent back to us. We will complete the small part on the bar that was missed. Also we will polish it back up to 110% new condition. In regards to the panel you can also have it sent back to us as well we will exchange it for one that does not have a 3MM hole. We will even compensate you out of good faith a free gift for shipping it back. If you have any questions feel free to call me any time between 9am and 430pm pacific time.

 

Wow brad you alwayz seem to come up with the good thoughts.

 

https://www.scionlife.com/forums/viewtopic.php?t=100905

 

Weapon R stepped up and helped the OP out. I would reccomend either the OP thanking them or deleting the post.

Its up to him tho.

 

Its only because I'm old!

 

The wise man knows best

 

I appreciate the offer; I already had a friend finish the weld for me. And I installed the parts.

Ya know, I understand that sh*t happens and there are some things that don't always turn out the way we hoped for.

I guess I was hoping to hear " yes Mr. G , I am very sorry about your unsatisfaction, would you like us to send out some "NEW" parts or would you like your money back".

I am a resonable guy, and I forgive Weapon-R for this incident. I do believe that a company should go above and beyond if they want to be the best!

Although, I was definetly impressed with the packaging: everything was wrapped really nice and the box's were sturdy and not all smashed up

What else more can I say....

Would Weapon-R furnish me with a free gift for my experience ?

 

email me direct your address and reference number from the order and i will send you the free item at no charge.

 

I don't believe that applies for a few reasons.

It would be in very poor form for a manufacturer to not pay for a call tag to pick up a clearly defective item, expecially when it has only been out of its shrinkwrap for a few moments.


Also, the laws of retail economics and CRM change on the internet. And the price of gas to the local store or mall does not compare with the cost of UPS/Fedex, especially on heavy items. Catalog and net customers want price and service. Small to midsized companies simply cannot afford to operate at the same status quo as they do with brick and mortar down on mainstreet in their little town. Without world class customer service they have no way to differentiate themselves and no way to earn repeat business. Great customer service reaps dividends tenfold. Bad experiences on forums and blogs like this spread faster than a rumor on Main St. that this guys service sucks and don't easily go away. Small shops who toss up a web page and have minimal national marketing dollars really depend upon the reviews of satisfied customers on sites like these to earn customers outside of their geographic region.

So let's look at the facts. This guy ordered a part and that part had a structural defect. That manufacturer should have said "we apologize, it happens 1 in every 1000 and I guess you are number 999. But we'll pick up the item and send another back out to you."
It would have cost them about $10-$20 roundtrip. They might have to eat that in the name of "good will". Or if I have my facts wrong and they merely resell Weapon R, they would go back to WR and pass that cost on to them as a credit on their next order. Either way and whoever ultimately ate the cost, that small expense would have reaped immense dividends. djicey would have posted here about the fantastic customer service from this small company and they would have been immortalized on the net. What is that worth? A lot more than $10-$20.

The flipside is, what is a bad experience worth? That's right. More than $10-$20. I actually had this company stickied and was thinking of purchasing a few items in the Spring. After this report from djicey, I will think twice. How many others will?

 

That sounds good, thank you.
-I will e-mail you right now.

 

chris.wanstrath@weapon-r.com my direct work email

 

While it is cool that they are offering to help/fix the issue - I have to also wonder what would have happened had the OP not posted this here for everyone to see?
I've had these kinds of experiences too - and to the run-around until I got serious and put them to the fire.
I hope this would have happened regardless, but one never knows...

Scott

 

Come visit me at work while I'm still here. A1 customer satisfaction on all scion purchases and orders! Ontario CA

 

What if it was the huge 60 inch screen tv you bought and had to rent a pick-up truck to bring it back?

But in the end the author of this post is getting compensated, ie, getting something for free or at a discounted rate, shouldn't that warrant an editing of the title!?!

Isn't that what most want, to get something for free?

Heck, I've paid for shipping to send something back before.

Maybe its just because I was raised differently and have other views than what has been posted here by others.

I tend to see what the problem is, and figure out different courses of action to resolve the problem fairly w/ all parties concerned.