KO Performance

[kenika65]

I guess "KO is the way to Go". Thanks for the Feedback.

I forgot to add that, unlike your "generic" parts place, to me, it seems like when I call Erik and talk to him he more understands what me and others are looking for and can better help us based on his experiance. He can relate because, he to is an avide
e30 enthusiast. I feel like KO performance is going to be my first place to look for parts and has become as place I can trust and rely on. I have been extremly pleased and it also helps to BS with him for a few minutes while he punches in the order. lol

Again Erik(as well as the whole KO salesteam)

THANKS AGAIN!

[bigmacneb]

Very happy in my dealings so far. Will be my go-to supplier. Talking to Erick and getting wrinkles ironed out is the main reason I'll use them in the future.

WOW! Just placed a 690$ order today, Erik is more then helpful and was willing to work with me and put up with me once again. I have been pleased with KO and look forward to ordering more parts maybe within the week

[Mischief3003]

I have placed two orders with KO and I wasn't pleased at all. It took almost a month to recieve one order, and 2 weeks just to ship one part. During this time they didn't send me any update on my orders. I had to call and find out what the hell was going on. The customer service was good with Erik, But everything else was bad. Overall I was disappointed with the company. After reading all of the positive feedback I expected more from them. I wish that they would have sent me emails to keep me update on my orders and would have maybe upgraded me to express shipping or something to copensate.

Matt
EDIT: KO responded to me with an email notifying me that my second order was overnight shipping which made me very happy. They also told me that many of the parts from my first order had to come from BMW in Germany which I can understand, and that they are getting backed up on orders from the gaining popularity. I'm glad that they explained to me what happened. After all that has happened, I would buy from them again. They know e30's.

[240zs30]

Also a repeat buyer. Lost track of how many orders I have placed. Great place to work with and both guys always deliver above and beyond. Will continue to do business.
You guys kick ass! Thanks again.
Orlando.

[Turf1600]

I'm a repeat buyer - I've spent a good chunk of change with these guys. (enough to buy a nice eta, anyways) and I never hesitate to use them.

[thereisnoyun]

got some transmission filters from Erick. They were backed up on orders, but he express ship it to me at no additional cost.

I would buy from them again. Great Service and great price.

[Erick]

I emailed this guy Erick about some parts and 3 days later he hasn't answered so I'm taking my business elsewhere. Due to work I basically have no access to phone during office hours altough twice I manged to called I got no answer.

You called twice during hours other than office hours? Did you leave a voicemail? I'm pretty sure I didn't see much. I will try searching for your email and hitting you back in either case.

- Erick

[e30rida]

I emailed this guy Erick about some parts and 3 days later he hasn't answered so I'm taking my business elsewhere. Due to work I basically have no access to phone during office hours altough twice I manged to called I got no answer.

[orb0554]

Hi Erick,

Thank you for the quick response. Yes, I did speak with Sherwin one week ago on Tuesday about this issue. I was not a happy customer after finding out about your 20% restocking fee on returns for orders placed using your e-commerce; as I explained to Sherwin. I was not unhappy with Sherwin but with KO Performance's return policy. What difference does it make how the part is ordered if we are both ordering from the same KO Performance catalog? As you found out, the issue is with the part provided by the vendor to you; not how the customer placed the order. Please review you return policy to assure customer retention.

I only shared my experience here so others would know about this ridiculous policy. KO Performance has competitive pricing and I understand in order to keep prices competitive, you must recover the costs associated with returns. But how can these cost be accessed on returns that are not the customer's fault? The results would have been the same had I spoken with a live sales person versus placing an e-commerce order. It is more convenient for me to place an order late in the evening at a time when you are closed. That is the beauty of e-commerce, your store front is open 24-hours a day. The problem is the same old issue, garbage in - garbage out.

I did check my e-mail and a response finally showed up 7 hours after placing my comments here on R3Vlimited.

Please convey to your supplier that a lot of time was wasted in the removal of both axles and the cleaning of one to only find out that the supplied parts could not be used to complete the job. I had no choice but to reassemble the one axle using the old parts and reinstalling both axles.

I use the picture on your site as a representation of what the part may look like and comparing with the ETK. In fact, your photo shows the boot installed on the flange with both clamps attached. The problem is the large clamp is pictured installed but once removed is rendered useless. The small clamp ships in the box not installed which really does not make a difference since the small clamp is reusable. Since you indicated these photos are the actual item your site could be greatly improved by adding some magnification options to photo to clearly ascertain the part being purchased.

You have exceeded my expectations in offering a full refund without these parts being returned. Now I must find a suitable pair of clamps to complete this job.

I only think that is fair for me to give you another opportunity for my next order. I want to upgrade the springs and struts/shocks but I could not find such combination. Do you have a sport suspension kit for a 1987 BMW 325e (01/87)?

Thank you again, Oscar.

[KO-SALES-TEAM]

I have placed and received three orders without any problems besides delay in shipment which Erick took care and bumped up. Now placed another order for more parts and the parts received are not correct.

I was doing CV boot replacement and was shipped an universal kit which does not include the required large clamp. I had order the specific outer boot kit using the on-line catalog. The problem is that I am expected to remove a brand new boot off the flange. I am taken the chance that the boot may get torn while removing the metal clamp. The on-line catalog did not mention anything about universal kit.

I found this replacement part unacceptable and wished to return for the correct part or a refund. KO Performance want s to charge a 20% return fee since the part was ordered on-line using their e-commerce.

I will not pay a restocking fee when a supplier ships parts different from what is shown in their Web site. This is totally unacceptable and I will take all my future purchases to Bavarian Autosport, 800-535-2002 great customer service and no hassle with returns.

Hey Oscar,

Sherwin sent you an email after doing some research and figured out what was going on with that particular part and why there was an issue with your results on that.

Check your email for the full explanation from Sherwin, but here's the summary:

The manufacturer for that part labels it as universal, but in fact, as you found out, and we verified with the ETK, it does NOT include the other flange needed to do the side that you want to use it for.

We have inspected a ton of these parts #s from that manufacturer in our warehouse and have concluded that NONE of them from that manufacturer have the flange that would make it truly universal.

We're taking steps to bring this to the manufacturer's attention as we don't want any other customers having any issues with a non-universal, but labeled as universal part!

In addition, you may not have caught this the other day, but Sherwin mentioned to you that due to your special circumstances with this part that he would be speaking with me, his supervisor to request a waiver of the restocking. I gave that approval to him yesterday, so you had nothing to worry about on that. We're all sorry if you didn't catch that Sherwin was going to bat for you on waiving that fee, but none-the-less, we're doing you one better on this because of this flange missing from the kit issue: we're giong to refund you for that part and you can keep what you have there already. The manufacturer is refunding us in this case, and so we are able to and happy to refund you.

As soon as we have confirmation from the warehouse of our credit, we will credit you back what you paid for the part to us.

We're sorry for any confusion this may have caused you, and frustration. Unfortunately, we don't operate and manage the factories or marketing departments for our manufacturers we sell for, nor BMW... and even the ETK has errors from time to time, so we appreciate your understanding that this was a non-intentional error, and we also apologize for any lack of clear communication on our part when you were speaking to Sherwin last about this.

-John Paul

PS - to address your other comment, we confirmed that in fact, the picture on our site does in fact show exactly what you got for that part #. Our media department goes to great lenghts to take all those pictures, and the only things showing up in the pictures for part #s in the Make & model Search portion of our website are exactly what is included in that particular part #. The difference here, which we all know now is that in the ETK, there is that additional flange shown, however in the picture on our site, that flange is not shown, so you got exactly what you saw in the picture after all.

[Erick]

I was not aware of this, and I will have to check who replied to your e-mails. Our policy is that e-commerce returns are to issue a 20% restocking fee. Just like someone who gets rear-ended, most of the times it's pretty obvious who's to blame. In e-commerce, the customer searches and makes the selections themselves.

Now, like I mentioned, I saw no e-mails concerning this so I'm assuming Sherwin dealt with that as John Paul does not recall any returns from r3vlimited.

I would like to see personally whats going on with this, but we don't save usernames to match with our invoices. I have never seen any part of a different brand than what we advertise. It's not how we do business. If this is really the case, I will be happy to replace this for you.

If there is anything I can help you with, forward the last chat you had with someone here at the office with an Attn: Erick so I can catch up with this story.

Thanks,
- Erick

[orb0554]

I have placed and received three orders without any problems besides delay in shipment which Erick took care and bumped up. Now placed another order for more parts and the parts received are not correct.

I was doing CV boot replacement and was shipped an universal kit which does not include the required large clamp. I had order the specific outer boot kit using the on-line catalog. The problem is that I am expected to remove a brand new boot off the flange. I am taken the chance that the boot may get torn while removing the metal clamp. The on-line catalog did not mention anything about universal kit.

I found this replacement part unacceptable and wished to return for the correct part or a refund. KO Performance want s to charge a 20% return fee since the part was ordered on-line using their e-commerce.

I will not pay a restocking fee when a supplier ships parts different from what is shown in their Web site. This is totally unacceptable and I will take all my future purchases to Bavarian Autosport, 800-535-2002 great customer service and no hassle with returns.

[BenM]

*sigh*

http://www.r3vlimited.com/board/showthread.php?t=93828