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E39 M5 and E52 Z8 Discussion 1998-2003 Advertiser's Forum

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post #1 of 42 Old 7th November 2014, 03:57 PM Thread Starter
JonnyRokettE39M5
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Thumbs down Ecs tuning Customer Service!!!

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!

Last edited by JonnyRokettE39M5; 7th November 2014 at 11:34 PM.
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post #2 of 42 Old 7th November 2014, 04:01 PM
lightwerkz
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I use ECS all the time, never had any issues. Excellent service. Sorry you had some trouble with them.

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post #3 of 42 Old 7th November 2014, 04:10 PM
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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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post #4 of 42 Old 7th November 2014, 04:24 PM
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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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post #5 of 42 Old 7th November 2014, 04:28 PM
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$300 in storage fees?

sounds like a sh!t show all around.

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post #6 of 42 Old 7th November 2014, 05:52 PM
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Quote:
Originally Posted by JonnyRokettE39M5 View Post
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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post #7 of 42 Old 7th November 2014, 06:41 PM
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Quote:
Originally Posted by Sailor24 View Post
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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post #8 of 42 Old 7th November 2014, 07:05 PM
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Originally Posted by lightwerkz View Post
I use ECS all the time, never had any issues. Excellent service.
Same here.

John
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post #9 of 42 Old 7th November 2014, 09:31 PM
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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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post #10 of 42 Old 7th November 2014, 11:17 PM
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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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