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post #1 of (permalink) Old 12-15-2002, 08:49 PM
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Doetsch-Tech Coil-overs, be careful

Thought you all might want to know about Doetsch-Tech's business practices.


http://www.hunt4steve.com/Off-Road/9...r%20Suspension

Steve
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post #2 of (permalink) Old 12-18-2002, 09:34 AM
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Re: Doetsch-Tech Coil-overs, be careful

To everybody who read my site, dropped me a line, and sent email to Doetsch-Tech I give a hearty THANK YOU!

Mario called me several times today to talk about what happened, and to let me know he has received several emails on this issue. I thank you all for responding, and I can tell you that Doetsch-Tech certainly got the message about poor customer support.

Mario in so many words stated that he was at fault, and that this issue was his bad. He had received bad information from other people, and passed this information on to me. However, after several phone calls from me, he still didn’t check on these people that were feeding him bad information. This is where he failed the customer, me.
Being a business owner myself, a computer consultant, I know that customer service is number one. Statistically, one upset customer tells 7 customers and one happy customer tells 3 customers. Therefore, I would think that it would be in Mario (Doetsch-Tech’s) best interest to make their customers happy. However, in this case, this was not a priority at the time. I can now tell you, that Doetsch-Tech is trying to make their customers happy. In fact, I told Mario I was going to relay an e-mail to him concerning another customer that was blown off by a Doetsch-Tech engineer. Mario seemed genuinely interested in fixing this issue as well. It appears that Doetsch-Tech is understaffed at this time, which could have also played a role in Mario’s delinquent customer service skills. Mario also stated, he had an issue getting the coils shot-peened. Nevertheless, poor service is inexcusable at any time, unless a proper and immediate excuse can be provided. In this case, there was none. Had I been told, the coils were on back order, the coils needed to be painted, they were out of stock, SOMETHING, I could have waited, and accepted this. I know, as well as many people in the off-road community, parts often end up on back order. This is a fact of life. But to be told I should get them any day for nearly a month…this just wore on my last nerve and really ticked me off.

Mario and I talked at length about the coils, their collapse, making sure the proper coils are sent to the customer, proper questions are asked by all parties involved, and proper customer service is provided to the end customer. Mario stated that his engineers took a close look at the coils that I returned and noted that they were ¾” shorter than any other coils of this rating. He also stated they had some issues with a previous coil manufacturer and thinks I may have received a bum set of coils. This may be why the coils collapsed as far as they did. Now…this may be the case, however this is not confirmed. But, in all fairness, Doetsch-Tech has taken the time to find out why the coils collapsed and have found a discrepancy between my original coils and any other set of coils of the same rating. This, in my opinion, shows they are making an attempt at rectifying the problem, and ensuring that future customers do not endure this type of problem. I can respect this type of action.

I asked several times if my replacement coils are 750lb/in coils, and he assured me that they were. In fact, he said these specific coils were load tested before they left Doetsch-Tech. I did note that these replacement coils are have more winds in the coils and appear to be wound a bit tighter. This weekend, I will get them installed and tested out. As usual, I will have the report on my web page.

In ending our conversation, he apologized for dropping the ball, and did want to make it right. I can respect that action. In all fairness, I asked him to send me an email detailing our conversation and any notes that the engineers may have come across. I stated I would post this information on my site, in support of his coil-overs. I’m sure Doetsch-Tech does have good products, and I think this incident, along with a strong response from the web, has taught Doetsch-Tech a lesson in customer service. We both agreed that Doetsch-Tech has learned from this incident, as well as resellers, to ask the right questions from the start. They have also learned to anticipate changes in people’s vehicles and adjust their products accordingly. I hope that this helps Doetsch-Tech become a better company, especially in the customer Service arena.
post #3 of (permalink) Old 12-18-2002, 10:33 PM
 
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Re: Doetsch-Tech Coil-overs, be careful

Now if we could just get the 4 Wheel Parts Warehouse to improve its customer service. I haven't had a bad experience but I've heard way too many to ignore it. They count on there adds a little too much I think. NORM
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post #4 of (permalink) Old 12-19-2002, 08:44 AM
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Re: Doetsch-Tech Coil-overs, be careful

No kidding, I have had one of their phone sales people try and make me a deal. I orderd my bullbar w/winch for a lower cost then what they could get it for. 4Wheelparts had to call me back and tell me they had to charge me more, and that this person didn't know what they were doing. Since I had already put in the order, and there were no other bullbars in country (I checked everywhere!), I left it as is, and was charged another hundred bucks. $1350.00 for all, not too bad a deal, plus, here is the real bonus part: I got a free 100% cotton T-shirt for my troubles! Whoopie!

At any rate, indeed I agree with you, they do need to practice their customer skills. I have read quite a few horror stories with their shops. I would be very reluctanct to let them work on my vehicle.

Speakin of off-road shops, I let Off-Road solutions out of Colorado change over my 4Runner half shafts to Taco half shafts, install manual hubs, put in an ARB locker in the front diff, and then change out both diffs R&P to 4.88 gears.

1) The gear change was awesome! I hear no whine at all coming from the gears. They did a very good job on settin up the contact patch, and both diffs are very quiet.

2) The ARB install was awesome! The ARB compressor cycles maybe once every 10 mintues, and for less then 15 seconds. Very and tight setup.

3) Becuase they didn't have the stronger half-shafts they are advertising, and they told me the Taco half shafts are stronger then the 4Runner, I had them find some newer ones and had them install them. After a punctured boot, which they replaced, the seals on the outboard boot are still leaking a littl bit. I have a '99 manual, and the specs are much tighter then what they pinched the boot clamp to. So, I'm having to redo their work on this.

4) The manual hub conversion was awesome! They did a fine job on putting on the Warn Premium hubs. They work great, and look great on my 4Runner.

5) The time that was quoted to me....well that was a little skewed. Being that I traveld from NM to CO, I wanted to make the stay in the Motel as short as possible. I asked and reasked how long it would take. The answere 2 to 2.5 days. Cool, so I thought, It took 4 days. I was none to happy to say the least. Especially having to take time off of work to wait on them.

All in all, I guess it came out ok, I'm still working on the boots though.
post #5 of (permalink) Old 12-19-2002, 09:41 AM
 
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Re: Doetsch-Tech Coil-overs, be careful

Wow. I never even considered having a shop do anything other than my diffs and maybe tranny and machine work. That's a lot of trouble man. If I were you I'd join a club and learn a little at a time about doing the stuff yourself. The tools and books will cost you at first but they will pay for themselves over time. You are definately in a good spot to start learning. If something is screwed up on my rig. At least I know who to blame. lol. NORM
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post #6 of (permalink) Old 12-19-2002, 02:06 PM
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Re: Doetsch-Tech Coil-overs, be careful

hehe I would have to have a shop do my differentials. Id screw them up. Never worked on them before. If I had some sort of step by step procedure , with pictures hehe . I think I could do it. But without it , hell no id screw it up.
post #7 of (permalink) Old 12-19-2002, 06:05 PM
 
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Re: Doetsch-Tech Coil-overs, be careful

ya norm, almost anything is doable at home if you have time and dont care if you F it up. all it takes is practise. i'm starting to learn, and almost feel confidinate to do the gears myself. i have done 3 sets with a person who sets them up with him giving me pointers and tips as i did the install.
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