CIP1 - Customer service FAIL

[KarenTheBug]

(Sorry if this is the wrong forum - I couldn't find one to post reviews of vendors like on TheSamba.com)

Just venting about some bull I had with CIP1, resolution still pending. Shop with them at your own risk (this is not the first issue I've had with them, but by FAR the biggest - and will be the last).

I bought one of their premium German mufflers to replace the rotted header & fart can on my 1971 Bug, and it arrived damaged. Specifically, one of the heat exchangers is so messed up that I don't think there's any way to install this thing without leaks. And even if there was, I shouldn't have to ghetto-rig a brand new top quality muffler.

It's even difficult to tell if this was damaged during or BEFORE shipment, because the box (in one of the pictures) is basically unscathed. Of course, it wouldn't be hard for this to be damaged during shipment - their idea of properly packaging the muffler was to just put it in the box with a couple of pieces of scrap cardboard to cut the rattle down a little and let it roll.

It took two emails to their customer service to get a response, and their answer was to just try to fix it and install it, and they would still honor any future warranty claims, even though it was damaged and had to be rigged to get it working. What nice folks! Gee, I get to FIX my brand new top-quality muffler, AND you'll even give me the "warrenty" I would have had anyway? Sweet!

A copy of our email chain and pictures of the damage and the "packaging." I leave this one up to you. Even if that heat exchanger can be fixed, that's not my responsibility, and not my problem.

Email trail (sorry it's top posted, it's webmail - start at the bottom):
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Subject:
Re: [Ticket#997-2211] Order 402070 arrived damaged

That's really not acceptable. This item was packaged very poorly - even though the box wasn't damaged, all that was done to pack it was to throw the muffler in the box with a piece of cardboard wrapped around it and hope for the best.

This cannot be installed as-is, and it's too deformed to fix.

You will either send me another one or provide me with a full refund. If you want the unit shipped back to you, I expect you to pay return shipping in advance - no crediting me back after I pay to send it to you. If these terms are unacceptable, I will call my Visa card issuer to begin a dispute.

Please respond within 24 hours, and consider working on your customer service skills.

On 12/3/2010 5:51 PM, [email protected] wrote:
> I would suggest you bend it back to original form and install it. I will warrenty this for you for its entire warrenty period without question.
>
> I think this would take 5 mins to fix Chris. Unfortunetly this type of damage is commow with UPS. I can send you a 10.00 gist on account for your troubles.
>
> Thanks Chris,
>
> Kris
>
> Kris I. - CIP1.com General Manager
> California Import Parts Ltd. - http://www.cip1.com
>
> =================================================
>
>
>
>
Subject:
[Ticket#997-2221] Order 402070 arrived damaged

I just signed for my package on order 402070 and one of the heat exchangers on the muffler (C13-55-3001-B) is extremely damaged upon receipt (deformed beyond repair). I can email you a picture of the damage to show you what I mean. How do you want to handle the exchange?

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[Stray Catalyst]

Wow, that muffler got stomped pretty thoroughly. While it is fixable (depending on your metalworking skills) you shouldn't have to fix a brand new part, I agree with you. Keep me posted on how they resolve this.

Stray

[Bruce2]

You're not gonna get a reply until Monday.

[Lotrat]

If they don't want to send you another one, ask for a refund. That's a bunch of bull. I am blessed to live a few miles from 3 VW shops. I buy most of my stuff from Jbugs. No issues ever. It's nice not to deal with the shipping bs.

[72super]

It's pretty standard issue for CIP1 to tell you to try and install it first. I bought a "top quality" license plate light housing from them, and it turns out "top quality" was the brand name because that thing was a piece of junk. Bent up, poorly manufactured, and rusting. Took me about a week of back and forth including taking pictures before I convinced them it wasn't going on my car.

Just be persistent and eventually they'll break. From a business point of view, I can understand telling customers to try and fix stuff before just sending it back. It's just more irritating for the customer.

[Jim Ed]

i am going back to John C. at aircooled.net.
They are a little slow sometimes but, at least they are honest and sell parts that work.

[Bugfuel]

Another big vote for aircooled.net. I have used them since they opened. Parts for myself and my customers. Never a hitch. Slow maybe sometimes, but busy shops sometimes are short on staff. And I know they won't hire just some guy off the street. They do ship worldwide too.

[Dale M.]

Personally I have never had a problem with CIP1... If there was issues it has always worked out to my satisfaction.... I have maybe spent over $3000 over the years with them and am satisfied with their service...

Dale

[KarenTheBug]

It's been a mixed bag for me, but then again that's how it's been for all the shops I've dealt with. The only thing about this that really tweaked me out was their response that I should take this premium German muffler, top of the line (and top of the price scale), and just bang that piece back into shape. Not after what I paid. I willingly paid a very high price for the best part I could get - as far as I'm concerned, it should have come to me looking like a museum piece. There was no attempt to make things right by me until I started throwing out the idea of a bank dispute.

Incidentally, after that, they agreed to send me a FedEx return label, and asked me what I want to do for a resolution - refund, store credit, or new muffler. I opted for new muffler (since I still need one), and I told them to pack it as if UPS is going to play soccer with the box before delivery - because they probably will.

Will I do business with CIP1 again? They're on probation; maybe if I need some cheap, easy to ship and difficult to break parts until they regain my trust. I've spent a lot of money with them over the last year and a half, which was another thing that got to me with the "just bang it out" response. Up until now, they've been great, and I've got big ticket purchases to make in the next couple of years (heater channel, some replacement panels if the rust is worse than I think, seat upholstery, headliner, a full rubber kit, the list goes on and on).

[KarenTheBug]

Another big vote for aircooled.net. I have used them since they opened. Parts for myself and my customers. Never a hitch. Slow maybe sometimes, but busy shops sometimes are short on staff. And I know they won't hire just some guy off the street. They do ship worldwide too.

I think I need to do another search around and see who's offering parts. I've used a number of companies in the past, but stick to the same two mainly, probably just because I've bought so much from them. The only problem with that is you don't get to see what everyone else is offering (for example, I almost bought the CIP1 repro wheel package, until I saw MA Motorworks has an even better package for less money).

On more positive news, there were other items in my order besides the muffler (namely a new genny belt and new seat release knob & clip, also seat track bushings but I'll have to enlist help to get the seats out). While I wait for my muffler to come back again I have enough to keep me busy, plus my seat belts from JBUGS should be here soon.

[Chip Birks]

I know John from aircooled.net personally. He is a good man, and does his best to sell good products. I give him my business whenever I can.

[doc]

Gotta say, I have purchased thousands of dollars in parts from CIP1 and have always been fine. There have been bumps along the way, but always resolved. There shipping is slow, period. No denying it.

I try to talk to Kris K. (there are 2 Kris', I think) or George. Both guys in tech service have like 15 years on the job and are really knowledgeable. Always very nice to me, even going above and beyond - Kris included a windshield tracing from his '57, so I could make a new glass for mine - no charge. Both these guys have helped me solve very picky, small problems. A+ from me.

It helps to be an educated shopper at CIP1, since they carry a lot and multiple sources for the same part. Often, they do not carry the "premier" grade of part. Gotta know the difference. But, Bosch points is Bosch points is Bosch points and CIP1s price is usually attractive.

So, that's my 2 cents. I will definitely do business with them again. But, I find myself ever more selective toward the "best" parts when I think it will make a difference. Aircooled.net gets consistently good feedback on STF and other forums. I do business with a place called ovalsonly.com and, if that's your bent, Rich knows more about ovals than anyone. We're lucky to have many first rate vendors servicing our hobby.

doc

[Jim Ed]

Specifically, one of the heat exchangers is so messed up that I don't think there's any way to install this thing without leaks. And even if there was, I shouldn't have to ghetto-rig a brand new top quality muffler.
------------------------

I remember a story about Cip1.com selling defective Pierburg carbs.

http://groups.google.com/group/rec.auto ... 0a82a66ea8

On Feb 26, 7:20 am, Jim Ed <[email protected]> wrote:

> Which of these work and which leak at the throttle shaft?
> TIA

I bought one from CIP1 that was garbage. I fought with them for a
replacement, it also was garbage. If memory serves me correctly the
bad ones were in boxes that said "Pierburg". They are total crap,
avoid at all costs.

If you keep pestering them about a refund, I think they will eventually give in.

Please keep us posted as to how they help you.

[KarenTheBug]

Well, it looks like CIP1 F'ed up my return ... I was supposed to receive a door tag from FedEx with a return label - just slap that label on the box and they pick it up, or drop it at their pickup site. FedEx came to my door today, expecting the box to be ready (but it wasn't, because I'm waiting for a FREAKING LABEL). He said just drop it at a FedEx site and "they'll handle it." I tried to explain that CIP1 is paying for the shipping, not me. He said "Don't worry, they'll handle it."

I don't think this is going to go well, and I foresee more B.S. at the FedEx site. I'll head out there later and hopefully they can find me in the computer and get it straight.

AND ON TOP OF THAT, JBUGS JUST F'ED UP MY ORDER FOR SEAT BELTS. I literally, within the last few minutes, received my shipment from them and they sent me the wrong ones. So now I have a Bug with a leaking exhaust (which means no heat) and screwed up seat belts, and I've got two boxes on my living room floor with parts I can't use. This is the 2nd time I've had an order get screwed up by JBugs (my seat upholstery went to the wrong address over the summer).

I'm so over this whole thing. Are there any companies out there selling ACVW parts that can get their stuff straight? I realize that everyone's human and mistakes happen, BUT C'MON NOW!

[doc]

Just your turn in the barrel, I think. Both vendors you are having trouble with are reputable in my opinion. Call Kris K. at CIP1 and review the situation. My guess is that this one direct contact will get things back on track. I don't know anyone at JBugs, but I'm sure a direct contact will produce positive results.

I have had equal "troubles" with the high price vendors, as well. Nobody is immune. The lesson is that you have to plan on things not going exactly as expected when ordering. On most any project, it is hard to get away from some kind of delay.

Good luck!

doc