Tweak’D Performance’s Tricks, Lies, and Illusions
Feb 22, 2014 | 07:36 AM
#4
Registered User
Joined: Dec 2007
Posts: 3
Likes: 0
Hi everyone, I hope you've all been well. I was advised of this thread and while I make it my goal to never get involved in any sort of online debate or argument, I felt that in this case silence could have been mistaken for admission.
The first thing I want to make absolutely clear is that here at Tweak'd Performance we have a total commitment to outstanding customer service. This is one of our core values and something I instill in every employee that I hire from day one, in addition to attention to detail and quality. This year we are celebrating 10 years of service to the Toyota engine swap community and have made literally thousands of loyal customers and friends over those years. I don't need to tell you that we didn't get here by "tricks", "lies", nor "illusions".
That being said, our harnesses are assembled by human technicians, so by their very nature mistakes are possible. Any person or company who claims to never have made a mistake isn't being honest, and that's why we offer a LIFETIME warranty on all of our work. In addition to rectifying any problems with out work, we also cover ground shipping both ways so that our customer incurs no expense.
Some of the wiring conversions that we do are complicated and unusual, and I'll be the first to tell you that working with any pre-1990 vehicles compounds the problem because the wiring diagrams from before then are very ambiguous. Regardless, we back our work and will see every job through to the end. I'm a firm believer in win-win solutions and working together to solve a problem.
I think that, unfortunately, good customer service is hard to come by and when some customers have a problem they call in very angry and ready to scream, yell, and fight to get their way, no realizing that here at Tweak'd there's no need for that. We are on your side, we are here to help, we will get to the bottom of the problem and help you any way we can. Calling us screaming and yelling is inappropriate. Swearing at us, calling us names, and being verbally abusive is unacceptable. Posting threads on the internet trying to smear mud on our good name is inappropriate. Threatening us with legal action when we are making every effort to help is not only inappropriate, it has no legal basis and it certainly isn't a good way to keep us on your side when we're trying to help you.
That all out of the way, I will absolutely not engage in any sort of debate online when anyone can say anything without any way to back it up. In many years of serving my customers I've found that getting into technical arguments doesn't solve anything and just makes everyone more upset. It's better to focus on the problem and get it fixed. That being said, I would like urge everyone to remember the adage "if you don't want to do it right, don't do it at all". If, for example, we tell you that the harness you sent in for a conversion needs to be thrown out because it's in such bad condition and you need a new one, don't argue with us and plead with us to do you a favor and convert an old junk harness that's going to give you problems just to save a few bucks. As this example shows, that's penny wise and pound foolish.
The stated changes have been made to this harness at no cost to the customer and the tracking number has been provided as promised and it is on schedule for delivery. In addition, we have mailed a separate check for the cost of Express shipping even though our warranty specifically states that we cover the cost of ground shipping. We will continue to support our product and see this job through to the end, as we do with all of our customers.
I'd like to extend a thank you to all of our loyal customers and friends on this board for hearing us out and please feel free to email or call us anytime if you have questions or problems:
sales@tweakdperformance.com or 800-533-6775
-Joshua (Dr. Tweak)
The first thing I want to make absolutely clear is that here at Tweak'd Performance we have a total commitment to outstanding customer service. This is one of our core values and something I instill in every employee that I hire from day one, in addition to attention to detail and quality. This year we are celebrating 10 years of service to the Toyota engine swap community and have made literally thousands of loyal customers and friends over those years. I don't need to tell you that we didn't get here by "tricks", "lies", nor "illusions".
That being said, our harnesses are assembled by human technicians, so by their very nature mistakes are possible. Any person or company who claims to never have made a mistake isn't being honest, and that's why we offer a LIFETIME warranty on all of our work. In addition to rectifying any problems with out work, we also cover ground shipping both ways so that our customer incurs no expense.
Some of the wiring conversions that we do are complicated and unusual, and I'll be the first to tell you that working with any pre-1990 vehicles compounds the problem because the wiring diagrams from before then are very ambiguous. Regardless, we back our work and will see every job through to the end. I'm a firm believer in win-win solutions and working together to solve a problem.
I think that, unfortunately, good customer service is hard to come by and when some customers have a problem they call in very angry and ready to scream, yell, and fight to get their way, no realizing that here at Tweak'd there's no need for that. We are on your side, we are here to help, we will get to the bottom of the problem and help you any way we can. Calling us screaming and yelling is inappropriate. Swearing at us, calling us names, and being verbally abusive is unacceptable. Posting threads on the internet trying to smear mud on our good name is inappropriate. Threatening us with legal action when we are making every effort to help is not only inappropriate, it has no legal basis and it certainly isn't a good way to keep us on your side when we're trying to help you.
That all out of the way, I will absolutely not engage in any sort of debate online when anyone can say anything without any way to back it up. In many years of serving my customers I've found that getting into technical arguments doesn't solve anything and just makes everyone more upset. It's better to focus on the problem and get it fixed. That being said, I would like urge everyone to remember the adage "if you don't want to do it right, don't do it at all". If, for example, we tell you that the harness you sent in for a conversion needs to be thrown out because it's in such bad condition and you need a new one, don't argue with us and plead with us to do you a favor and convert an old junk harness that's going to give you problems just to save a few bucks. As this example shows, that's penny wise and pound foolish.
The stated changes have been made to this harness at no cost to the customer and the tracking number has been provided as promised and it is on schedule for delivery. In addition, we have mailed a separate check for the cost of Express shipping even though our warranty specifically states that we cover the cost of ground shipping. We will continue to support our product and see this job through to the end, as we do with all of our customers.
I'd like to extend a thank you to all of our loyal customers and friends on this board for hearing us out and please feel free to email or call us anytime if you have questions or problems:
sales@tweakdperformance.com or 800-533-6775
-Joshua (Dr. Tweak)
Feb 22, 2014 | 01:33 PM
#5
Registered User
Joined: Nov 2012
Posts: 40
Likes: 0
^^^^ sounds like a pretty legit guy. These kind of threads pop up now and then on a few forums I visit and I'm always amazed at how quick someone gets mad and trys to badmouth a business. If the op knew more than the vendor then why didn't he make the harness himself? Mistakes happen, the company could have been jerks and not offered to fix the harness in the first place.
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