Ive been reading the reviews for complaints about shipping times and customer service. Trust me on this, I feel more angry about this than you do. Ordering products is a once in awhile blip in your life and Im a consumer, just like you. I would feel the same way and I have to live it every day. Some or most of you may not be aware that HID upgrade kits are actually not legal. None of them. You can change to projectors, you can put D2S bulbs in those, you can do anything you like. Illegal. A couple of years ago customs started cracking down on this very hard. We had a shipment seized and we had to spend months getting them to let us send it back to the origin point in China. This happens to all suppliers eventually. This is why your order ships from China for the most part. Our volume is huge and bringing in containers and containers at a time will eventually get caught. And once you are caught, you are on the inspection list FOREVER. Every company selling HIDs will have this happen to them sooner or later. They probably think not and it might take years. But it happens. So what to do? Like it or not, all HIDs are made in China. You will get companies that tell you this is not true and we sell cheap Chinese crap. Theirs comes from China also. Its a function of cost and frankly a lack of pollution controls that all other countries enforce. You can get an OEM bulb made in a western country its true. The car manufacturers make them at supplier plants. Call your cars dealer and ask them the price for a single bulb. Youll be amazed. Back to our issue. We ship from China because it is the best way to skirt getting them into the country. It ads 2-3 days to shipping, but for us and eventually for all suppliers, this is how very large suppliers will have to do it. We are lucky, we are vertically integrated and because of our volume we have a Chinese export company and a distribution warehouse in China that supplies us and dozens of other customers. When you buy from some other vendors, you get a DDM kit anyway. We had some issues with the Chinese sorting and shipping last year and those have been corrected at their government level and shipping is a lot, lot faster now. We hope that you will start to see these differences immediately. Im going to continue to look at our customer service issues too. Reading reviews points to clear issues and I can work on them. I may call some of you or if you would like to email me, please do. My email is jspporsche@yahoo and my cell number is 760-607-2691. I dont have VM on my cell phone but Ill call back any missed calls that I dont answer. I know when you are angry its satisfying to just go off on a company in a review. I would too I suppose :) But if I could have a real conversation with you when we are letting you down, I can drill into the issue that breaks down for you. The customer service process was not created to cause you more problems, it was created to remove some of the randomness of human interaction. But it seems that it doesnt always hit the mark. Let me see if I can fix it.
Posted on: Wed, 09 Jul 2014 15:26:02 +0000
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