Imagine that, FM has proactive customer service... - Miata Turbo Forum - Boost cars, acquire cats.

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Old 02-24-2011, 08:48 AM   #1
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Default Imagine that, FM has proactive customer service...

So pertaining to my boost creep issue, I called FM to see if they had any solutions. As usual, they spent more time on the phone with me that I thought was needed (in a good way) trying to come up with reasons I was suddenly getting creep after replacing the CHRA. Not but a couple of days later I get an e-mail stating the my order is ready to ship. Order? I didn't order anything. So I open up the e-mail and see that they have taken the liberty to send me a new/updated wastegate actuator, mounting bracket and some new intake pipe grommets knowing that I have an older kit with the older wastegate setup. Wow. I was seriously lost for words they they would just think to do that for me. To top that off, about a week after I got the parts, I got a call from FM asking if the parts arrived on time and how the install went and if I needed anything else. Amazing guys...really.

So a big thank you to the crew over there for going above and beyond for me. The combo of the new actuator and new turbo housing fixed my creep issue.
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Old 02-24-2011, 08:57 AM   #2
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I have always thought they had great customer service.

I ordered some used parts and got a follow up call shortly after I recieved them, just to make sure all was well.
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Old 02-24-2011, 09:06 AM   #3
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Now THAT is customer service. Outstanding.
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Old 02-24-2011, 09:07 AM   #4
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Yup. I forget what it was exactly, but I remember getting a call from FM a few days after installing some part just to check if everything went well with it. Plus, Keith gave me a ride in the targa, so I'm a fan.
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Old 02-24-2011, 09:17 AM   #5
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My experience with them was that I ordered the FM Wiseco N/A pistons, the rebuild kit, head and main cap studs, the twincooler kit (lines and thermostat), and they added the twincooler too even though I didn't asked for it...oops. They would also only send through UPS, which is a waste of money, I ended up paying about $700 more than I needed to just for postage and customs alone.
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Old 02-24-2011, 09:22 AM   #6
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Another +1 on their customer service. When I had ordered my FM lvl.1 clutch and engine mounts from them they called me to inform the that the clutch disk that they have been using were on back order and were at the time working on a solution/waiting for their order they said they would give me a call in about a week after more information came to light on the subject. About a week later I get a call and call and was asked if I was okay with being upgraded to a better than comparable ACT disk. After it was all settled and I received my order I then got a call about a week and a half two weeks later to see how the install went/was going!

I too am very pleased with FMs customer service. I think thats one quality alone about them will help keep them in business for many years to come.
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Old 02-24-2011, 10:05 AM   #7
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Yeah, I like those guys. It reminds me of when I owned new, expensive cars and trips for dealership service were I was treated like I spent money there.
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Old 02-24-2011, 10:05 AM   #8
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Quote:
Originally Posted by Reverant View Post
My experience with them was that I ordered the FM Wiseco N/A pistons, the rebuild kit, head and main cap studs, the twincooler kit (lines and thermostat), and they added the twincooler too even though I didn't asked for it...oops. They would also only send through UPS, which is a waste of money, I ended up paying about $700 more than I needed to just for postage and customs alone.
I can see how dealing with customs is a PITA. It's one thing when you're a private seller and can mark something for $50 and as a gift or something, but when you'rea business, you have to follow the letter of the law on claimed value. I worked at BBS for awhile and would send wheels to Canada and had to fill out all the customs paperwork..what a PITA it really was.

I wonder if DHL has decent international rates. I'm sure it would be a more viable option if more people used DHL, but we don't here in the US because they stopped shipping within the US and now only do international shipping from/to the US. So a company that doesn't do a lot of inter. might not hold an account and will not get the low rate of a company who does...thus leading to everyone using UPS or FedEX because the commercial accounts do offer a substantial discount over of peasants dropping **** off at the local chain stores. There is no way around UPS/FedEX being expensive when it comes to international.

Either way, an extra $700 is a serious chunk of change just for shipping/customs.
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Old 02-24-2011, 10:09 AM   #9
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All of the big three (UPS/FedEx/DHL) charge ridiculous amounts of money. I've shipped all of my **** over here through USPS EMS at less than 1/3 of the price the big 3 charge. It usually takes 7-8 days, usually no customs tax (understaffed to process everything) and I never had a single problem in what I think is more than 100 packages since 2006.
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Old 02-24-2011, 10:56 AM   #10
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diyautotune.com makes me happy that they ship usps. I always know exactly when I'll receive a package form the day I order and how much itll be.
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Old 02-24-2011, 11:28 AM   #11
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Quote:
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diyautotune.com makes me happy that they ship usps. I always know exactly when I'll receive a package form the day I order and how much itll be.
Flatrate Boxes FTMFW!!!!
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Old 02-24-2011, 11:44 AM   #12
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Quote:
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diyautotune.com makes me happy that they ship usps. I always know exactly when I'll receive a package form the day I order and how much itll be.
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Old 02-24-2011, 11:46 AM   #13
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I never had a problem with FM, as they always had great customer service. The only gripe I have with them is the expensive shipping. One time I ordered some exhaust studs, that was it. They were gonna charge like $20 to ship a few studs! I was like, "the shipping costs more than your product! Can't you just stick these in an envelope and mail em to me for like $2?" They actually did that. They put them in a padded envelope and it cost me like $4.
FM is great to deal with!
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Old 02-24-2011, 12:34 PM   #14
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Thanks for the kind words, guys!

As for shipping, we did recently rework our handling fees so they're lower for inexpensive products such as nuts, bolts and studs. We'll ship USPS if you ask us, but there are postal restrictions on both value and size depending on where the parts are going. We always check UPS and USPS rates (if possible) on international orders and give the customer the choice of which to use. You'd be surprised, they're often not that far apart when you add tracking and insurance.
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Old 02-24-2011, 12:52 PM   #15
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And UPS actually has realtime tracking, not just a notification 3 days after the fact, and a reasonably simple claims process for damaged or lost packages.

I don't ship USPS unless it's an item that I'm completely comfortable taking a loss on.

+1 on FM's customer service, though. When I ordered some headlamps in a group buy, I was astounded when they called a day after the package arrived to make sure it had arrived safely and to see if I had any questions about installation.

Yes, companies ought to provide good customer service, but I promise you, it is not easy for a small company to have the manpower to perform on that level. It takes a lot of work.
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Old 02-24-2011, 12:59 PM   #16
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I second USPS. They WILL ship USPS, I've gotten parts from them that way as proof. You just have to ask

Always a pleasure dealing with them.
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Old 02-24-2011, 03:58 PM   #17
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They've always had the best customer service hands down
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Old 02-24-2011, 04:21 PM   #18
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FM has spent WAY more time helping me out than the money I spend there warrants. I bug the crap out of Brandon and he's always willing to help and over the top friendly. They sent me those intake grommets too, and I bought my kit from FRT_Fun. I even offered to pay for them. I mean I know it's not a pricey part, but it's just that kind of thing that gets them first consideration when I go to buy something.
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Old 02-24-2011, 07:44 PM   #19
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I know they don't like when you mention that you are running a megasquirt though...
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Old 02-24-2011, 09:37 PM   #20
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FM customer service may be the best I've seen from any business. Bill once talked to me for an hour at an event in SD, even though I made it clear I was a student with limited budget.
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