If you purchased a Cold Air Intake V2 from Smart Madness and the heatshield is faulty, please contact Smart Madness. Otherwise, the new upgraded heatshield will be $65 + shipping.
If you purchased directly from our company, we will take care of you.
If you have any questions, please feel free to call.
Cisco
SmartCar Performance
www.smartcar-performance.com
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Replies to This Discussion
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Permalink Reply by SMART MADNESS on -
I guess our team was not joking when they told me yesterday that you wanted to charge us for fixing your defective products. I said "He'll fix them and he will surely stand behind it and replace the shields as they break since that was our agreement."
Our shop manager said "No, he is stating that he will not be taking care of any more issues regarding his product failures and if we choose to still fix them at no charge to the customer as we have been he will charge us for the new shields as they break".
I thought that was really poor customer service, but said to our team...
"No, he will take care of it. It's his product and he is responsible for it. He keeps selling it and stating he has sold over 300 with ZERO RETURNS!"
Then I read your post this morning...
Do I have the following right?!
Out of the 300 or so intakes that you claim you sold with "Zero Returns" roughly 80%-90% of those were sold through our store- no where else.
Last Fall you chose to go on your own instead of honoring certain parts of our agreement (which I will keep private for your benefit). We supported your decision with the mutual agreement that you would stand behind your product that we sold through our store.
We have been replacing these broken shields for over a year now. Luckily, we had a stockpile of these and did not bother you or ever ask you to compensate us for the extra warranty labor and costs involved with taking care of our customers that bought your product.
We are now out of replacement shields and need more to continue to repair your intakes that keep braking. You now want to charge us (your warranty provider) $56.65 for every shield (with free shipping-woo hoo!), but if a customer bought the same product from you directly you would replace the broken item at no charge. Is that what you're really saying?! The hundreds of customers that have your product from us are pretty much S.O.L. but if they bought it from you since you went solo, they are in good standing?
You are now admitting that you have a faulty design (which you denied for about two years), and will now choose specifically which customers you will help and which you will not.
If you know you have a product that keeps failing even through multiple revisions, why do you keep selling it on this forum, your site, eBay and everywhere else and stating that it is the best on the market and you have had Zero returns?
We hope you change your mind and stand behind your product and offer ALL owners replacement heatshields when they have a broken one. All we are asking for is replacement parts for the defective product. We have never asked you to pay us for all the man hours we have spent taking care of the countless broken units.
Just so we are on the same page here is a photo of the ones we replaced just in the last 7 days:
If you plan to stay in business you must stand behind your product lines when they fail to perform as advertised. Do the right thing as a manufacturer, help all of your customers and not just some. If you don't do the right thing, the consumer will have no choice but to replace your product with another.
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Check out www.SMARTMADNESS.com for the largest selection of smart car Parts and Accessories in stock at the lowest prices.
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Smartmadness is really good at twisting the truth. Always in their favor of course.
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For those who want the real story, feel free to contact me at 951-522-7939. I did not want to bore the forum with un-needed details. As always, we support our customers 100 percent.
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I meant 951-532-7939.
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Thank you for finally stepping up to the plate and realizing that a customer is not just one that purchases solely from you but those that actually use your product.
Could you imagine if Sony had that same business model with their Sony Stores? They would be out of business in no time.
We appreciate you stepping up to the plate and acknowledging that you will support your customers 100 percent. We've sold hundreds of these intakes and knowing that you have changed your mind to help those that purchased from us, is truly refreshing.
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Cisco,
We needed more replacement heat shields from you. You stated that you will no longer honor your product warranty and would charge us $56 + shipping for every broken shield that's to be replaced. You are trying to profit from a poor design that you released and are still continuing to sell with a claim of satisfaction guaranteed and zero returns. What is the subject header of this post?
What you have stated by this thread is the following... "HEY! I sell direct and if you buy from me? I'll warranty my products! BUT! If you bought from my sole distributor over the past years, you're screwed because I won't warranty the product".
Be responsible as a business owner and don't leave your customers hanging due to your own faulty design flaws or where they purchased your product. If you can't do the prior, then you need to get out of business.
Nice job Cisco, nice job...
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Please contact
me if you want to know the real truth. Thank you.
Cisco
951-532-7939
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It is unfortunate that Smart Madness has to twist the truth to get sales.
Cisco
SmartCar Performance
951-532-7939
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