I tried to purchase a K&N FIPK and predator from RPMOutlet on an order dated June 28. Everything looks good for a header/ intake/ program install for July 4 as the delivery date is July 3. I receive the items July 3 but they are the wrong ones - for a Chevy pick-up. O.K. Things go wrong, I know that. So I get on the phone to try to talk to someone at the "live support directory" and get a busy signal - 20 times. I finally get through (7/3) and it's an answering machine. I left a message. No one returns my call. I go ahead and install my long tubes 7/4 and do not try to contact RPMOutlet by phone on the holiday (7/4) but did E-mail them at customer support. This got me the lovely generic return E-mail below.
Oh, the title to this E-mail is "Answer to your request"
Dear,
The support staff at RPMOutlet.com received the following request from you:
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Question: How do I get customer service?
Details: I recieved the wrong items yesterday and tried calling a dozen times. Busy all but one and that time I got an answering machine. I left a message and no one has called me back. I need an RMA # and the correct items shipped to me ASAP. Order #5323 Thanks,
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Please find the answer to your request below:
Q: Can I place an order offline via telephone or through the mail?
A:
Live Support Hours of Operation
Monday thru Friday 8:00 am - 7:00 pm CST
Saturday 10:00 am - 3:00 pm (Sales Only)
Sunday - Closed
Live Support Directory - Main Phone Number (281) 261-6244
Sales Department - Dial Extensions 220 thru 227
Technical Support - Dial Extensions 225 thru 227
Customer Service - Email Support Only
Tracking Information - Email Support Only
Exchange Department - Email
=====================================
Q: What are your Business Hours?
A:
Live Support Hours of Operation
Monday thru Friday 8:00 am - 7:00 pm CST
Saturday 10:00 am - 3:00 pm (Sales Only)
Sunday - Closed
Live Support Directory - Main Phone Number (281) 261-6244
Sales Department - Dial Extensions 220 thru 227
Technical Support - Dial Extensions 225 thru 227
Customer Service - Email Support Only
Tracking Information - Email Support Only
Exchange Department - Email
=====================================
Q: Where do you ship?
A: All returns and exchanges must be accompanied by a Return Merchandise Authorization (RMA) number. Please contact our customer service department before you return your purchase.
=====================================
Q: Where is the company located and how do I contact you?
A:
Live Support Directory - Main Phone Number (281) 261-6244
Sales Department - Dial Extensions 220 thru 227
Technical Support - Dial Extensions 225 thru 227
Customer Service - Email Support Only
Tracking Information - Email Support Only
Exchange Department - Email Support Only
Fax Number - (281) 261-9031
Mailing Address:
RPMOutlet, Inc.
13313 Redfish Lane
=====================================
Q: I just received an email containing a resolution to my problem. What do I do now?
A: Review the proposed resolution contained in the email. To respond, click on the hyperlink contained in the email. A customer response web page will appear giving you two options: accept the resolution or reject the resolution.
=====================================
Q: Do you offer a warranty?
A:
Disclaimer of Warranty/Limitation of Liability:
THIS WEBSITE AND RELATED INFORMATION IS PROVIDED BY RPMOUTLET ON AN "AS IS" AND "AS AVAILABLE" BASIS. RPMOUTLET MAKES NO EXPRESS OR IMPLIED WARRANTIES, REPRESENTATIONS OR ENDORSEMENTS OF ANY KIND, OR AS TO THE OPERATION OF THIS WEBSITE OR THE INFORMATION, CONTENT, MATERIALS, OR PRODUCTS INCLUDED ON THIS WEBSITE. YOU EXPRESSLY AGREE THAT YOUR USE OF THIS WEBSITE IS AT YOUR SOLE RISK.
TO THE FULL EXTENT PERMISSIBLE BY APPLICABLE LAW, RPMOUTLET DISCLAIMS ALL WARRANTIES, EXPRESS OR IMPLIED, INCLUDING WITHOUT LIMITATION, IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE. RPMOUTLET DOES NOT WARRANT THAT THIS WEBSITE, ITS SERVERS, OR E-MAIL SENT FROM RPMOUTLET ARE FREE OF VIRUSES OR OTHER HARMFUL COMPONENTS. RPMOUTLET WILL NOT BE LIABLE FOR ANY DAMAGES OF ANY KIND ARISING FROM THE USE OF THIS SITE, INCLUDING, BUT NOT LIMITED TO DIRECT, INDIRECT, INCIDENTAL, PUNITIVE, AND CONSEQUENTIAL DAMAGES.
RPMOUTLET USES REASONABLE EFFORTS TO INCLUDE ACCURATE AND UP-TO-DATE INFORMATION ON THIS WEBSITE. RPMOUTLET ASSUMES NO LIABILITY OR RESPONSIBILITY FOR ANY TYPOGRAPHICAL OR OTHER ERRORS OR OMISSIONS IN THE CONTENT OF THIS SITE. IN THE EVENT THAT A PRODUCT IS LISTED AT AN INCORRECT PRICE OR WITH OTHER INCORRECT INFORMATION, RPMOUTLET SHALL HAVE THE RIGHT TO REFUSE OR CANCEL ANY ORDERS PLACED FOR THE PRODUCT LISTED INCORRECTLY. IF A PRODUCT OFFERED BY RPMOUTLET IS NOT AS DESCRIBED, YOUR SOLE REMEDY IS TO RETURN IT TO RPMOUTLET FOR A REFUND. ALL POSTAGE REQUIRED TO RETURN A PRODUCT WILL BE AT THE BUYER'S EXPENSE.
(and there was even more disclaimers here, buy I had to delete it for space)
=====================================
RPMOutlet.com
Customer Support Department
Love the live hours of operation - then followed by the customer service E-mail only line, not to mention all of the disclaimers.
On 7/5 I call 20 times, same thing, a busy signal. I finally get through, the first thing I hear is "hold". I tell the gentleman on the other end what has happened and he explains that the only way to get a RMA # is to get online and go through their online "help desk". He explains I should get a response within 10 minutes. I tell him I am at work and can't access my home E-mail and he explains just write in the RMA request both E-mails and that should take care of it (see below). Reluctantly, I hang up and do so. I fill out their form and submit. At this point I have figured out that I don't want to deal with these people so I ask for a refund. I don't want the proper items sent back to me. The rest of my workday goes by with out a response to my work E-mail. I get home and check my home E-mail and there is a response from about 10 minutes after I submitted, however it is an automatic response and it was not routed to both of my E-mails as I was told it would be and asked to have done.
Dear ,
The support staff at RPMOutlet.com has received your return merchandise request. Every attempt will be made to resolve this request as soon as possible.
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Order Date: 6/28/2007
Receipt Date: 7/3/2007
Invoice #: 5323
Manufacturer: K&N , Diablosport
Quantity: 1
Part #: d/su7191
Item #:
Brand: diablosport
Description: predator programmer
Make: Pontiac
Model: Gto
Year: 2006
Purchase Price:
Quantity: 1
Part #: knn63-3053
Item #:
Brand: K&n
Description: K&N FIPK CAI
Make: Pontiac
Model: Gto
Year: 2006
Purchase Price: 499.99
Reason for return: I received the wrong items, the items received are for a C/K 1500 Chevrolet pickup truck. The items listed above are the ones I should have recieved. Both items are the wrong part numbers. They are similar items (CAI and programmer) but for a different vehicle.
Desired Resolution: I would like a RMA # and a return shipping label for a full refund. I do not wish to have the proper parts sent to me at this time. The error made was at no fault of mine and I believe that return shipping should be paid for by RPMoutlet. Please respond to both xxxxxxx@xxx.net and yyyyyyy@xxxx.com.
Another day goes by and I recieve no word on my RMA #. 9:50 A.M. the following day I receive this E-mail (however am unable to get until I get home).
Your return merchandise request has been rejected for the items listed at the bottom of this email for the following reasons:
Customer did not provide a Reason for return OR Desired Resolution. Please re-submit request and we will proceed from there.
Click here to review our full merchandise return policy and instructions **ReturnLink**
==================================================
On July 5, 2007 we received the following Return request
Order Date: 6/28/2007
Receipt Date: 7/3/2007
Invoice #: 5323
Manufacturer: K&N , Diablosport
Reason for return:
Desired Resolution:
So far I have responded to the 2nd E-mail with a copy of the 1st E-mail showing that I did fill out the form and ask for a resolution. So far no response.
It is the simplest of things, particularly at the beginning. I know things don't get shipped and delivered properly all the time. On 7/3 all I wanted was the proper parts sent out. Now, I want my $ back and never, ever want to deal with these people again. And I can't get there from here. Luckily and wisely I used the good 'ol MasterCard.
BTW I'm not throwing any mud here, as you can probably imagine I am not happy about the situation. In fact I'm getting more and more Pi**ed off as this drags on. Trying to keep this post "just the facts" and let the people decide for themselves.
I have done business with RPMOutlet in the past and they are horrible...
On another note They made a business deal with me for some Shirts, Window stickers, and a few other things and never paid me for them... I hate that place
__________________
Special thanks to:
GForce1320
FTI Converter & Transmission
LME Engines
Hinson Motorsports
Putnam Performance
My blood pressure couldn't stand to share all the details, but I tried to do business with them ONCE but NEVER again. I feel for ya, Don't let them off.
RPM sucks balls. They were really nice when you order stuff, but trying to get someone on the phone when there is a problem. They sold me a corsa exhaust and told me it was in stock. It wasn't and wouldn't tell me when to expect it. I tried to get a manager and they told me that there was no managers. I found out later that they are NOT an authorized corsa dealer. Its a good thing they are located in Texas or I would have prob been arrested. The system did come almost a month later. F them!
__________________
2006 Torrid Red/Red Full SAP
K&N FIPK, Diablosport Tune, Flowmaster Axelback, JHP Sports Gauges, 19" Drift R's
morons.....call brandon at marylandspeed for a good vendor
__________________
Life is all about ass, you're either covering it,hauling it,laughing it off, kicking it, kissing it, busting it, trying to get a piece of it, or behaving like one.
"No free man shall ever be debarred the use of arms." ~Thomas Jefferson, 1776
MS FTW. I would be irate... also...maybe im missing something, but does that invoice say that you paid $499.00 for a K&N intake?
__________________
PBM '06 6-Speed
1 of 1124
DBA slotted and drilled
Hawk HPS pads
Volant CAI
SF H-Pipe
iResonators
iMufflers
Lamin-X headlights, fogs, and tails
K-40 Radar Detector
2-12" type Rs
Eclipse-7122
Alpine-9855
De-Badged
5% Tint
Evil Goat by rVOLT
36 square feet of Dynamat...and thats just the trunk.
1999 Black Yukon Denali. Black Steelies, tint, system. Goats big brother.
Use LPE or Brandon @ marylandspeed or Bob at precision Motorsports FTW I have heard about bad service from RPM before. Use the guys I mentioned above and you wont have any problems I had one billing problem at Maryland Speed one time and Brandon kept in touch with me consistantly each DAY even late into the night like 1am or later and only took him 1.5 days to fix Very Good Customer Service.
I bought SLP headers from Maryland Speed and they were on my door step in 26 hours. Awesome service and it was the right part! As for RPM, I ordered one of their "kits", a K&N intake and Pred tuner for $500. Good price - $hitty service. I can't even call it service. I still do not have the proper one. Its taken a week just to communicate with them. Like I said never again. There isn't near enough space here to tell the story to date. I can say that it hasn't gotten better. They are not effective w/customer service. Even after they figured out that I received the wrong parts (their error) there was no sorry about your luck or anything. I had to ship it back w/proof of payment for return shipping. It's outragous. I can only say as I said in the beginning, NEVER AGAIN. Maryland Speed rocks!
MS FTW. I would be irate... also...maybe im missing something, but does that invoice say that you paid $499.00 for a K&N intake?
I thought the same thing. I think it's for the total purchase of the predator and K&N. That really sucks A$$!. So far I've dealt with Maryland Speed and PFYC both of them have been great and items sent out the very next day.
__________________
2004 A4 QuickSilver MODS;
Magna Flow Catback Exhaust
CAM
K&N CAI
Kooks LT
High Flow cats
Tune by TTP 8/14/07
345 RWHP/324 RWTQ
Thanks for the kind comments guys. Honestly some of my best customers have come from a situation where something was screwed up, and had to be fixed. I have found if you really go the extra mile, and fix an issue...while you might loose money on that one sale...you will make it more than back when they come back to you. Online you honestly never communicate with customers....so any chance you have to talk to them, even if it means fixing an issue need to be viewed as a chance to really impress them and get a repeat customer
Thanks for the kind comments guys. Honestly some of my best customers have come from a situation where something was screwed up, and had to be fixed. I have found if you really go the extra mile, and fix an issue...while you might loose money on that one sale...you will make it more than back when they come back to you. Online you honestly never communicate with customers....so any chance you have to talk to them, even if it means fixing an issue need to be viewed as a chance to really impress them and get a repeat customer
My family owns a very small business and what you have said is the truth.
Yes, I know my enemies. They're the teachers that taught me to fight me. Compromise, conformity, assimilation, submission, ignorance, hypocrisy, brutality, the elite, all of which are American dreams.
It is now 3 weeks later and I stil do not have nor do I know if the proper products have shipped from RPMOutlet. They are impossible to deal with. I have to jump through the hoops that they have created and so far most of the online return and correspondence does not work properly. They send me back E-mails that say "click here to respond" (do not use reply) and it returns "page can not be displayed" etc.. I'm so over it. Nothing surprises me anymore. I don't expect any service from them so I would actually be surprised if any customer service actually occurred.
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2006 GTO Owner
I think it's for the total purchase of the predator and K&N. That really sucks A$$!. So far I've dealt with Maryland Speed and PFYC both of them have been great and items sent out the very next day.
