My ongoing trouble with UUC Motorwerks

[Doyle]

I've posted this to bimmerforums and e30tech as well because I feel this needs to be seen, being that uuc sells parts for the e30 as well as the e36 I feel it is relevant to the interest of the forum/ people looking to make purchases

First off I will give credit where it is due. I had purchased my uuc/ wilwood rear BBK for my 95 M3 in 2009, a decent time ago, so the fact that they helped me with an order issue from 4 years ago is very nice, they could have told me it was too long ago and that I was S.O.L. But they didn't, so I am grateful for that, please don't get me wrong.

now on to my issue.

when I recieved my Bbk back in 09' I immediately opened the boxes to inspect everything and all looked well, everything well packaged and sealed, the calipers, rotors and pads all looked good.

Now on to October of 2013. I have finally gotten around to installing the kit, everything for the most part went together fine, the caliper brackets needed a little bit of grinding for clearence on the bottom but that's no problem. But when. Went to install the pads I noticed that the retaining clip wouldn't fit with the pads installed, the pad is square on top but with the "e" shaped clip it will not fit, it looks like the right pads need to be lower in the middle than where the pins of the clip go through to fit.

so I called UUC and explained my issue to rob. He explained to me that around that time in 2009 there was a chance in the brake caliper design that they/uuc were using for the kit so the pads I had were for the new design and I had the old design caliper or maybe the opposite, I can't remember off hand. I was told it was no problem and I will be sent a new set of the correct pads with a return shipping label for the pads I had. Like I said I was very pleased that I'd be helped with this especially because I had ordered this kit sp long ago. That was on 10/14/2013

after 7 days go by I checked my email to try to find a tracking number since I had not recieved the pads, I hadn't recieved one yet. When I clicked the link to UUC's website to check my order status it had still said unprocessed after 7 days, so I called them, again I was helped by rob who transferred me to someone else but I can't remember their name, they told me they would fix the issue and email me a tracking number.

Another week goes by and still no tracking number, at least this time my order says in process. Again I talk to rob and again I get transferred, I'm told that the pads are coming form hawk/wilwood and that they would call them for me and email me a tracking number. and once again I don't recieve a tracking number.

Now a third week has gone by and I still have no pads and no tracking number, my order status still says "in process" so again for the 4th or 5th time since this has started I called, again I was told the same god-damned thing. " wilwood/hawk is sending the pads we will call them" I was told by whoever helped me "it will only take me 5 minutes. I'll call them and find out what's going on. Give me 15 minutes and I'll get back to you" so I asked them politely to please call me back with the tracking number, and if it's not too much trouble could you send me an email with the tracking number. 2 1/2 hours later I call back after not receiving a return call or an email to see what's going on, and again I'm told they will call and email me a tracking number. At this point after their closing time, Still nothing, no return call, no email. Nothing. At this point, honestly I can't say I'm surprised.

so at this point my car is stuck on jack stands for the third week. I can't bleed my brakes without the pads an the season is coming to a close, I've missed a track day and 2 autocross events because of this.

Until this is fixed I can 100% whole heartedly say I am disgusted with UUC's customer service and buisness ethic. When this is done I will NEVER order from them and would absolutely not even think of recommending them to another person which does suck because they do have many things that I would have loved to order from them to do on my car over the winter like their m5 flywheel/clutch kit, among the other things that I was looking to do to my e30 and my e46 this winter/ in the future unfortunately until this is fixed, you have lost me as a customer.

Sorry this is a long post but I feel that it needs to get out there and many won't bother to read this but there is really only 1 person I want to read this and that is UUC themselves. But I hope it will also let other people be aware of their terrible buisness practice.

UUC you have all my information on how to contact me, if you feel like getting around to it you have my phone number, my email and now my username on bimmerforums as well, if you can fix this with a phone call an email or a PM I'd be happy to take this down, until then I will have nothing good to say about your customer service or company as a whole and taking my money somewhere that has excellent customer service and buisness, Dutch as bimmerworld.

[Herr Faust Schinken]

imm not going to try and give a judgement on UUC here, but i think you can buy the pads directly from HAWK

http://www.raceshopper.com/brake_pads/hawk/hb237f.480.shtml

i know its not ideal and the pads should come with the kit but these are the same pads with the same measurements as the ones on UUCs site

http://store.uucmotorwerks.com/hawk-brake-pads-for-uuc-e30-bbk-4-piston-calipers-street--track-p1268.aspx

[blunttech]

UUC operates just like everyone else. I cant speak for lack of communication but everyone deals with 3rd party resellers. You cant buy direct from Hawk
unless youre a HUGE wholesaler. Lots of times these wholesalers dont have your pads on the shelf so an order is placed with Hawk. Sometimes you can have things drop shipped from Hawk for an additional fee. If not UUC has to wait until the pads are in at the wholesaler and then they get shipped. The key is to plan your project so you have time for delays. UUC is a good honest company and they have to deal with supplier delays just like all of us do. Key is communication on their part and good project management on your part.

[matthugie]

While I will agree that UUC does have to deal with supplier delays like everyone else, they are absolutely miserable at this type of thing. I bought one of their e30 BBK's, unused, but from a private party. I went to install and found that there were two different calipers. Same story as above, there had been a change in design (and it was, the pistons were differently sized). I contacted them and was very pleased that, though I had not purchased from them directly, they would take them back to remachine them so they would match, and it would take about 2-3 weeks to get them turned around. Excellent customer service. After a few weeks and no updates questions were raised, and it turns out the brakes were sitting right where they were received. It took lots of back and forth, but three months later I finally got my brakes back.

Fast forward about 6 months, I did a track day and forgot to bring extra pads. I went through the pads I had, pretty much down to the backing plates and blew a seal on one of the calipers. Obviously in need of a rebuild I ordered new seals and pads from UUC. The seals needed to be ordered from Wilwood, but they would get them in a few days and send them out. Two weeks later I called to check, they said they had them and they would go out that day. Nothing. Few days later, same deal. It took them almost 3 weeks after they received them to get them out to me.

I get the caliper rebuilt and go to install the pads and find that, though not leaking, a seal on the other caliper was also damaged and that one needed to be rebuilt as well. I should have done them both at the same time, but I thought that one was still good (my mistake). This time it took 6 calls and almost a month to get the seals, same deal. They had them in hand and just failed to ship.

UUC makes fantastic products, I also have their SSK and DSSR, and when buying those and replacement pads shipping has been fast and accurate. However, issues arise when sending out anything they don't have in stock or dealing with warranty work. I understand that these things happen in a small organization, but this is excessive.

Rob, you can PM me if you want, I have a history in operations management and done some consulting. I can help you fix your service problem if you feel so inclined.

Matt