Massive Brakes - Stay Away!

[Massive Lee]

That is as may be, the bottom line to me you come off as less than obliging.

Very funny. So, okay. This week I am giving away free parts to everybody. No obligation. How obliging is this?

BTW anyone wondered why the new owner never got in touch with me?

As I said many, many times on this forum, I support my kits for ever by giving free tech support and replacing parts if they are defective (but not abused beyond their intended purpose). Be it with the original purchaser, or a consecutive one. But if you fuck up, don't hold me responsible for your mistakes.

[briansjacobs]

Cliffs: Fiddle sold used parts to customer, Fiddle's shop installed parts with new rotors, everything was fine when car left shop, several days later customer brings car back with a "problem" that even Fiddle says he can't feel. Fiddle starts shitstorm on R3V to tarnish Massives "small potatoe" business.

;)

fixed

[KenC]

Did I miss the part where the rotors were proven to be warped?

[kishg]

fixed

+100. this thread is pointless other than the entertainment value it provides :)

[Aptyp]

just read the entire thread...

In all of Massive's replies, he deflected to some other issues, and not once offered any sort of solution to the situation. Be it cross-shipping, be it selling at cost, be it possible warranty, Massive left his customer hanging with deflections.

I've bought defective rotors before, and Brembo gladly warrantied them AFTER I called to talk to HQ and shipped rotors out. It took them a few weeks to resolve my problem, but a new set of rotors and a gift certificate was a nice touch to mend my feelings.

Fiddlez should have had proof of warpage or sent rotors back to Massive for inspection. He didn't either.


What I got out of this thread...
1. Fiddler made a presumptuous claims... Anyone on r3v for a while, should not be surprised.

2. Massive did nothing to try to help the situation, eventually got annoyed and stopped responding. Anyone reading P&R forums shouldn't be surprised of this behavior, either.

3. Neither had the imagination to offer any true solution to each other.


Where are we now?

[KenC]

^^^
we're still waiting for proof of warped rotors.

[KenC]

I'm not sure if it was ever explicitly stated, but should we assume that there was proper pad-transfer/bedding of the rotors before the customer left the shop?

[Danny]

I'm not sure if it was ever explicitly stated, but should we assume that there was proper pad-transfer/bedding of the rotors before the customer left the shop?

I believe the Fiddler said the shop does the first test drives in order to eliminate customer error when bedding in pads.

[xwill112x]

: popcorn in microwave :

[briansjacobs]

3. Neither had the imagination to offer any true solution to each other.


Where are we now?

up untill late 2005 I owned a mortgage brokerage, I made a mistake that cost my customer $1500, I came to closing with a $1500 check made payable to the customer outside of closing plus a $100 home depot card. There was no talk about, they never complained, I saw it and stepped up before there could be anything said because I was proactive.There are certain cost or losses associated with doing business that sometimes you just have to say fuck it and do it because it it the right thing to do. I will not say this is that kind of situation, In other post I've been clear that Dan Miller is a piece of shit that I will not deal with, lucky for him he has Brody that is fucking awesome. Point being this, You can be the best brake man in the world (and in my conversations with Lee he has been very knowledgable) but if you are not a good business man it does not matter how much you know!

Because I have had a good experience with Lee I will give him the benefit of the doubt and just say that perception is reality, even if the customer is a pain in the ass (which no doubt this one is) you need to come up with a written plan for when shit goes wrong and how to handle it. This is the same exact situation I had with Dan Miller on a MAF, he simply said "it worked when I shipped it, I dont know what happened after it left here" end of story, end of conversation.

Lee I like you, do yourself a favor and come up with a flow sheet for customer service. Hopefully it is a waste of time and you never use it.

other guy (cant remember your name) do yourself a favor, when wanting to return a part, you need to do some due dilligence and tell the vendor why the part is defective. It only takes a few minutes to measure, I am sure you have a camera phone and can MMS some data to the vendor.

I am certain if both parties would have done these things this thread would not exist.

[xwill112x]

up untill late 2005 I owned a mortgage brokerage, I made a mistake that cost my customer $1500, I came to closing with a $1500 check made payable to the customer outside of closing plus a $100 home depot card. There was no talk about, they never complained, I saw it and stepped up before there could be anything said because I was proactive.There are certain cost or losses associated with doing business that sometimes you just have to say fuck it and do it because it it the right thing to do. I will not say this is that kind of situation, In other post I've been clear that Dan Miller is a piece of shit that I will not deal with, lucky for him he has Brody that is fucking awesome. Point being this, You can be the best brake man in the world (and in my conversations with Lee he has been very knowledgable) but if you are not a good business man it does not matter how much you know!

Because I have had a good experience with Lee I will give him the benefit of the doubt and just say that perception is reality, even if the customer is a pain in the ass (which no doubt this one is) you need to come up with a written plan for when shit goes wrong and how to handle it. This is the same exact situation I had with Dan Miller on a MAF, he simply said "it worked when I shipped it, I dont know what happened after it left here" end of story, end of conversation.

Lee I like you, do yourself a favor and come up with a flow sheet for customer service. Hopefully it is a waste of time and you never use it.

other guy (cant remember your name) do yourself a favor, when wanting to return a part, you need to do some due dilligence and tell the vendor why the part is defective. It only takes a few minutes to measure, I am sure you have a camera phone and can MMS some data to the vendor.

I am certain if both parties would have done these things this thread would not exist.

someone knows a thing or two about small buisness's..

[briansjacobs]

someone knows a thing or two about small buisness's..

self employed since 1998. I have fucked up alot, and learned it all along the way. Wish I knew then what I know now!

[hotballs]

I don't think this situation warrants replacement rotors, but Lee's sarcastic attitude and customer service sound atrocious.

I don't know Lee in person, but he sounds like a dick from what I've read. There are ways to go about it so you don't look so horrible. Hire a PR person or customer service rep and make the decisions behind the scenes. Like I said I don't think this situation warrants replacement parts, but there is a nice way to go about it so your customer is happy and doesn't post this pissing contest bullshit that just makes you both look bad.

Most people won't post or say anything, but it's horrible for business and PR in case you're wondering. For that reason alone I would go with Rob from UUC just because of his customer service.

[Massive Lee]

I don't think this situation warrants replacement rotors...

Exactly my point.

Now why should I send this guy (the new owner) $150 worth of rotors when Brendan initially admits the rotors are not the problem and that there are no vibration? Just to make the customer happy? Try that with any manufacturer and see what happens.

As far as "customer service / tech support", Brendan received two PMs within a few hours. And yes, PMs stopped when arguments were clearly bogus. The problem is not with Brendan BTW. He was quite happy for the time (about a full year) he owned the kit. Problems started with the next owner. He probably fucked up with the brakes and took no responsibility, shovelling his problems on Brendan's back. The second owner never contacted me for tech support or any suggestion as how to solve the problem. So why talk about customer support when the customer never shows up?

BTW I don't hold anything against Brendan. He was just pressured by the guy to whom he sold his parts. And as Brendan is not a reseller or distributor, he has no leverage at all when comes time for warrantying parts.

[kishg]

For that reason alone I would go with Rob from UUC just because of his customer service.

your pretty new to the bmw community arn't you? no uuc bashing from me, i've never had issues with their products and i will gladly do business with them but do a search on a few fora and see how many such "incidents" have occured to them. fact is, every vendor at some time or the other has had a case where an irate customer went ape shit and posted something on a forum to start a pissing contest.