ECS Tuning Won't Take Back a Snap-in Adapter That Doesn't Work

[Brandon002]

I had the same shipping delay issues a few weeks ago.

Had a road trip coming up for a wedding. Had to leave on Friday. Called ECS Monday to order parts, brakes, a few gaskets to repair oil leaks, fuel filter, spark plugs... paid extra for 2 day shipping so that everything would arrive Wednesday, giving me all day Thursday to repair my car. Well I get an email Wednesday notifying me that my items just shipped and would arrive Friday. Awesome, so I had to rush all day friday to get my car ready, ended up arriving at our destination late. Nothing like paying an extra 70 bucks for two day shipping, to have your items arrive 4 days later.

[ECS Tuning]

Brandon002 - you have a PM.

-James

[Brandon002]

Just wanted to let everyone know that ECS stepped up.

After looking in to my order they gave me the difference in shipping back between Standard shipping and the two day I paid for. Came out to around 45 bucks. Only gripe I have is they gave me that 45 bucks in a store credit, I would have preferred a straight refund, but something is better than nothing I guess.

[z168]

Ive had an issue with ECS once or twice but they were both quick to respond. I like buying from them because 1) theyre a sponsor and 2)i like that their site is user friendly and has clear photos of most items

[X_outpost]

I've only purchased from ECS and no experience on returns or customer service.
If I have to nitpick, my only complaints would be the couple of days delay before it ships out but I don't expect them to be Amazon-quick.

For those who expects all companies should have Amazon level of customer-service, you have to look at a few things:

1. Customer service cost money and great customer service is very expensive
2. Amazon makes a net profit of about 1%, they make money from the bulk of what they sell
3. I have to pay for prime account to have the fast 2-3 days shipping every year (I've been a member for 7, 8 years now), its totally worth it
4. Not all companies have Amazon-level of customer service (again, because of #1).

I used to own my business and having great customer service not only involves money, time, training, company culture, etc. I'm not defending ECS but I wouldn't expect them to be Amazon either. Amazon sells everything from food, clothing, and toys, car stuff, jewelry, big TVs...basically everything you can think off. What that means is, they loose money when you call them for support but they know that tomorrow, or next week, you'll be back again to buy your kid's diaper.

ECS is a totally different business. How many times do you buy a cable for your iPhone? How many times do you change your oil or upgrade something on your car? Once a year? Once in your car's lifetime? How big are they in relation to Amazon?

I'm not saying that ECS has an excuse for bad customer service but just having one of their customer guys here willing to help us is already good rep and two thumbs up in my book. I have dealt with a few forum vendors but IMO, ECS is one of the good guys out there.

[X_outpost]

I've only purchased from ECS and no experience on returns or customer service.
If I have to nitpick, my only complaints would be the couple of days delay before it ships out but I don't expect them to be Amazon-quick.

For those who expects all companies should have Amazon level of customer-service, you have to look at a few things:

1. Customer service cost money and great customer service is very expensive
2. Amazon makes a net profit of about 1%, they make money from the bulk of what they sell
3. I have to pay for prime account to have the fast 2-3 days shipping every year (I've been a member for 7, 8 years now), its totally worth it
4. Not all companies have Amazon-level of customer service (again, because of #1).

I used to own my business and having great customer service not only involves money, time, training, company culture, etc. I'm not defending ECS but I wouldn't expect them to be Amazon either. Amazon sells everything from food, clothing, and toys, car stuff, jewelry, big TVs...basically everything you can think off. What that means is, they loose money when you call them for support but they know that tomorrow, or next week, you'll be back again to buy your kid's diaper.

ECS is a totally different business. How many times do you buy a cable for your iPhone? How many times do you change your oil or upgrade something on your car? Once a year? Once in your car's lifetime? How big are they in relation to Amazon?

I'm not saying that ECS has an excuse for bad customer service but just having one of their customer guys here willing to help us is already good rep and two thumbs up in my book. I have dealt with a few forum vendors but IMO, ECS is one of the good guys out there.

[goodie2sandles]

I agree that ECS is a good company, well with my experiences in the past when I had a Mark6GTi.

I once had a broken part arrive and I contacted CS through email. They just wanted pics of the broken item and receipt and they did send me another piece a week later. But yeah sucks on both ends for shipping when you pay for something you would hope to be OK right away.

Things happen. I work at a truck station where I see tons of freight/LTL being moved around.

Sometimes its not the company it self but the shipping company.

[goodie2sandles]

I agree that ECS is a good company, well with my experiences in the past when I had a Mark6GTi.

I once had a broken part arrive and I contacted CS through email. They just wanted pics of the broken item and receipt and they did send me another piece a week later. But yeah sucks on both ends for shipping when you pay for something you would hope to be OK right away.

Things happen. I work at a truck station where I see tons of freight/LTL being moved around.

Sometimes its not the company it self but the shipping company.

[goodie2sandles]

And yes having a ECS rep on the forums helps out alot. To the community and their company

[AZX54.4]

In my experience ECS leaves room to be improved with their customer service and return policy. I am sure they will sort this out for you and hopefully this will entice them to review their customer service!