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Discussion Starter #1 (Edited)
I've been a customer at Ecs for 6 Month Before running into this problem, every other order was PERFECT! I placed an order for a UUC "Performance Organic " clutch as well as a dual mass flywheel and installation kit for my E39 M5 from them on October 1st. It was stated that the part was not in the warehouse and that it would take up to 2 weeks to get back to me....What a drag already but I needed the clutch and i went ahead and ordered. Originally it was supposed to be shipped to me on the 17th. I called and stated I wasn't happy so the case manager They offered to have free direct overnight shipping when it was ready on the 17th of October. Well come the 17th and wouldn't you know it, the product was not in yet, So i called again and there was nothing he could do at the time, He said it was the Company Manufacturing the clutch UUC's fault. I found out that there wasn't much communication between the two offices and i was doing most of the footwork calling UUC for ECS. UUC told me the clutch was on its way to ECS in Ohio instead of directly being shipped to me as stated before and IT GETS WORSE!! I did not receive the clutch until the 22nd of October, clearly not overnighted and once i gave the parts to my Mechanic and he's got it on the lift and torn apart ITS THE WRONG CLUTCH!!! I called ECS while remaining composed and not yelling i explained that i was out an extra $300 in storage fee's for my car and explained everything proffessionally asking for Compensation on some level.They took time to explain UUC was normally late with shipments but rarely this bad and on top that, they normally do not reimburse shop fee's but would with proof of the invoice from my shop due to the circumstances. They spared no time to make things right and reimburse the $300 with a credit on their site, i couldn't be happier. Thank you ECS Tuning I'll be a customer forever!
 

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I have used ECS for various small parts and never experienced any issues. Quick delivery time and parts arrived as described. But I never dealt with customer service since I simply ordered the parts online and waited for delivery. Nor have I ever ordered large ticket items from them like clutches etc... I rather go directly to the source of parts like clutches so I know I am not dealing with any middle man.
 

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Back ordered is back ordered. You were foolish for starting the work without clutch in hand. You also should have checked your parts before the work. If you made the calls to UUC how did you get the wrong clutch? I would not do anything for you, I would hope you took your biz elsewhere, if I was them.
 

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$300 in storage fees? :eek:

sounds like a sh!t show all around.
 

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I was a customer at Ecs for 6 Month Before running into this HORRIBLE problem with their customer service. I placed an order for a "Performance Organic " clutch as well as a dual mass flywheel and installation kit for my E39 M5 from them on October 1. It was stated that the part was not in the warehouse and that it would take up to 2 weeks to get back to me....What a drag already but I needed the clutch and i went ahead and ordered. It was originally supposed to be shipped to me on the 17th. I called and stated I wasn't happy so the case manager Chris offered to have free direct overnight shipping when it was ready on the 17th of October. Well come the 17th and wouldn't you know it, the product was not in yet, So i called again and there was nothing he could do, He said it was the Company Manufacturing the clutch UUC's fault. I decided to call UUC myself and find out what was taking so long. With more ivestigation i found out that there wasn't much communication between the two offices and i was doing most of the footwork calling UUC for ECS. Rob at UUC told me the clutch was on its way to ECS in Ohio instead of directly being shipped to me as stated by Chris before and IT GETS WORSE!! I did not receive the clutch until the 22nd of October, clearly not overnighted and once i gave the parts to my Mechanic and he's got it on the lift and torn apart ITS THE WRONG CLUTCH!!! I called ECS while remaining composed and not yelling i explained that due to their lack on communication with myself but also with UUC that i was out an extra $300 in storage fee's for my car and explained everything proffessionally asking for Compensation on some level. I RECEIVED NONE! Not a gift card for even $50. I understand that that ONE isolated incident was NOT ECS's fault. However, i was doing all the communication for ECS and they had no idea I had already taken care of the situation with UUC myself. Not only did i waste over a month of my life waiting for parts that where INCORRECT!! I had to fork out an extra $300 to my Mechanic for their lack of communication skills. Bad way to treat a customer who spent 5 Grand and was looking to Purchase more NEVER AGAIN!! BAD COMPANY IF YOU VALUE CUSTOMER SERVICE DONT USE ECS TUNING!!

The problem is not with ECS. I would imagine that it wont be long before the UUC clutch set-ups will not be offered through ECS Tuning. Its not worth ruining their Reputation (ECS that is). If you do a review of UUC clutches and customer handling perhaps you may have taken a different approach with the clutch choice. By the way wrong clutch being sent by UUC is not uncommon ( from my personal experience). Please dont blame ECS. Like others on this board I have ordered a number of parts from ECS and have had great service.
 

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Back ordered is back ordered. You were foolish for starting the work without clutch in hand. You also should have checked your parts before the work. If you made the calls to UUC how did you get the wrong clutch? I would not do anything for you, I would hope you took your biz elsewhere, if I was them.
+1

You slipped. Don't blame the reseller. They were just telling you the info they got from uuc. If you were that desperate you should have ordered another clutch that was in stock...

I've had nothing but great experiences with ECS....
 

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Concur with all here. The lesson here is don't start the job until you have all the parts you know you need in hand. Ideally you will have some spare consumables to cover you just in case something needs to be replaced.

Sorry you had a tough time, but I don't see how ECS is to blame here.
 

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Ive ordered over 4 grand in parts in the past 12months with ecs and have taked to their customer serverice on several occasions mainly just to answer questions or make last minutes changes to my order before it shipped. Everytime was pleasant and helpful and have never had any issues with any orders that I have made.
 

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The wall of text makes my head hurt.

I also used ECS with no issues except their shipping is kind of expensive, grumbles...but hey, I've gotten the right part every time so far. I'll continue to use their service.
 

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Even if the OP had gotten the parts on time he still would have run into having the wrong clutch (a common UUC mix up). But the real story here is you should always have all the parts before ripping the vehicle apart to minimize the downtime. It's just a good measure of prevention.
 

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$300 in storage fees? :eek:

sounds like a sh!t show all around.
What he said. Your shop has terrible customer service... For a big job like that and charge storage fee? Bizarre.
 

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I've had both good and bad experiences with ECS, but at least they TRY most the time to right their wrongs.

UUC, on the other hand... sometimes its like pulling teeth getting them to honor their own return policy
 

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I spent thousands ( over 8k) to be specific and was always happy tillthey wouldnt take back part that I waited with for too to ship back because of wrong color. Center console cover, left a bad taste in my mouth considering all the $$$$ I spent with them. It was like 3 days over the date, they lost lost me as a customer.
 

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So they sent you the wrong clutch 5 days later than first thought?

Try paying for a chain guide from BMW in June and still be waiting for December for it to be delivered after them promising a 2 week lead time, effectively making the rest of your $2000 parts buy useless until it arrives.
 

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So they sent you the wrong clutch 5 days later than first thought?

Try paying for a chain guide from BMW in June and still be waiting for December for it to be delivered after them promising a 2 week lead time, effectively making the rest of your $2000 parts buy useless until it arrives.
Cancel the order and let me get it from my dealer I'm sure I can get it cheaper too!
 
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