Alright guys, let me explain everything that is going on and I will supply all the emails that I have.

One week ago on a thursday night I ordered my AA gen 3 exhaust from KO performance. I spoke with a salesman named Dan Byun and we agreed on the price, etc etc. I placed that order on thursday night. On friday I get an email with reciept attached for my exhaust. Great!
Problem is that AA hasnt emailed a tracking number, and it wont be till monday that I get it. Alright no biggie. On monday i get this email...

From :
"Dan Byun" <db@koperformance.com>

Reply-To :
db@koperformance.com

To :
"extreme M3" <extremem3@hotmail.com>

Subject :
Re: AA gen 3 exhaust

Date :
Mon, 29 Sep 2003 15:51:39 -0400


AA hasn't emailed over the tracking number yet...
As a matter of fact I have emailed them for several this
morning...including yours. I'll keep you updated.

-=Dan=-



Okay, I can understand that... that's life. no problem.

On tuesday I get this email...



"Dan Byun" <db@koperformance.com>

To :
"'extreme M3'" <extremem3@hotmail.com>

Subject :
RE: AA gen 3 exhaust

Date :
Tue, 30 Sep 2003 18:38:22 -0700

Sorry for the wait... I've been emailing AA for the tracking number and
they have not forwarded it onto me as of yet. I even had the KO
Performance owner email them too... I'm sure it has already been
shipped.

I'll definitely get back to you as soon as I hear from them. If I don't
get a response by tomorrow morning I'm going to call them to find out
what is going on. Sorry for the wait on the tracking number.

Dan Byun
KO Performance
Cell - (415) 596-2763
E-Mail - db@koperformance.com
www.koperformance.com
www.bmwmotorsports.net



Hmmm.... sucks but no bigge, i can understand and my exhaust should almost be here.

On wednesday I dont hear a thing.

ON thursday I email dan asking him what the story is, is everything alright. No reply no answer no nothing.

So today, Friday, its now 5:30, i just called Dan and he sounded completely baffeled that I have called asking for that tracking number. He said its out of his hands and in the hands of " jp" whoever the hell that is, and he'll call me back.


I am getting extremely upset and since i paid with paypal i am on the verge of signing a complaint to get my money back. Wouldnt you too be upset if u havent gotten a tracking number after ONE WEEK!! If there was a backorder or something, I UNDERSTAND, but not one notification or anything? Come on.

:complain

This is going to get towed to vendors... I see it coming

I hope not, i want everyone to be able to read it. Please please moderators dont tow this, this needs to be seen by everyone.

haha, you call that shafted? I ordered a set of track pipes from another vendor, waited over two months, never got it, and got hassled getting my refund (i'm not even sure if i've gotten it yet)

jp is john paul, have u tried contacting aa directly?

Update:

I spoke with Dan on the phone and he said that he has not spoken with the owner of KO performance in several days ( which i find really hard to believe). So its out of his hands until JP contacts him with an update. He is supposed to call me over the weekend with the tracking number.


This is horrible guys. How in the world can a business be run like this?


iwannandinanm3: Good point, i asked DAN to call them and he said he didnt have the authority to do that, it was JP's job. I am going to go ahead and give AA a call here.

Talk to Rey@AA, he's a very nice and helpful guy.

Yep I just emailed rey since its after hours at AA. Hopefully he'll get me an email soon with that tracking number. Man all this over a simple number. This shouldnt have taken more an 30 min -an hour after i placed the order with a simple phone call from KO motorsports. I wonder if this is typical of their service?

dam, I hope it works out for you extremeM3

thanks for your support flawless. Let's just use this as an example of KO motorsport's customer service. If they rectify this situation, I will gladly give them a thumbs up. Otherwise, come monday I am filing with paypal to get my money back.

yeah hope it works out for you

Damn dude.

I use FedEx here and the number is generated within hours of placing the order, they're trying to F you.

The reason you haven't gotten the tracking number is probably because AA has not shipped the exhaust - last I heard, they were having problems meeting all the recent orders. My friend ordered through a different company and is still waiting as well.

It's only been a week and you're complaining already?

Paypal won't do shit. Just do a charge back with your credit card. Paypal is horrible getting your money back.

You call that screwed? Try dealing with freakin/ IForged. You will go through this crap for 9 weeks straight!

I would just call AA on Monday, they have always been real easy and helpful on the phone. Also FYI, FEDEX has been having some problems in the last week. I ordered an Intake from Eurosport on Monday and I still have not gotten it. I called FEDEX and customer support said a lot of shipments got delayed this week.

Originally posted by dave is cool
It's only been a week and you're complaining already?

No i can understand if fedex is having problems, OR if AA is backordered. That's life.. so be it.

What i am pissed about is getting ignored from KO motorsports , not getting any answers to why there is no tracking number.. or at least a phone call with " hey your order is going to take longer than expected. Sorry about that, do you want to wait or a refund" That's called customer service and waiting patiently a week for something that should have taken 24 hours is NOT being outrageous. Thanks.

Yup, I bought an AA trackpipe in a group buy, took almost 10 weeks to receive it. Had nothing to do with the vendor organizing the group buy, AA was the hold-up. This seems to be a common issue with AA, long delays. Price of being a popular source for aftermarket parts.

Woops sorry I haven't seen this before.

Look, bottom line is I'm not trying to screw anyone. As a matter of fact a lot of times customers come to me and I sell them products at lower prices than what is listed...especially for bimmer forums members.
I was an avid bimmerforums member before I became a KO Rep (still am)...thus once a customer to the many vendors on this board.

I try to handle everyones transaction very well...as for extremem3, I step up and take the blame for not following up as I should even though someone else was suppose to update him on the issue. I apologize and I'm trying to get in contact with people to resolve the issue.

Latest info I have thus far is that AA is having some problems on their end. Not to say its their fault but there may have been some computer problems which caused this (from my sources).
I will post info as soon as I can get some info on what is going on.

Thanks for being patient...

-=Dan=-

extremeM3,

On behalf of KO Performance, I apolgoize for such shoddy customer service.

We are able to offer you the prices we can offer due to the majority of our products being drop shipped. We are actually AA's largest distributor 2 years running and usually recieve great service from them.

In your case and actually one other customer last month AA dropped the ball and made KO look horrible.

KO's procedure is as follows (we have AA E36 Gen 3 exhausts in stock at their location owned by KO, Vendor Managed Inventory):

1) Customer places an order for a part with a KO rep.
2) KO rep generates an invoice
3) funds are paid to KO for part
4) invoice is emailed the client
5) order to ship is placed with the supplier
6) supplier emails KO the tracking #
7) customer recieves the product

In your case KO performed all of the first 5 functions of the order process the day you ordered the product. Our suppliers always get our drop ship orders the day that the customer is charged.

AA's wholesale sales REP, Rey, recieved the email to ship out your exhaust on the day you ordered. He was then emailed the next day when we didn't recieve your tracking number, as well as called regarding this the next few days as well. He always said he would take care of it "right away" and did not do so. Rey also said that his computer at AA crashed and he lost all his emails. I resent the orders that were lost, and still no tracking #.

Please find the order I emailed to him below the day you ordered from KO (I have x'ed out your address for your security):
_________________________________________________
-----Original Message-----
From: John Paul Komasinski [mailto:jpk@koperformance.com]
Sent: Friday, September 26, 2003 4:29 PM
To: 'Reynaldo Tong'
Subject: Miri287

Hey Rey,

Please ship out a Gen 3 STR tips exhaust from our stock to the following customer:

Aaron xxx
xxxx Saxxxx xxxxx apt xxxx
Arlington, TX xxxxxx
Ph: xxxxxxxxxxxxx
Email: extremem3@xxxxxxx.com

That leave me with 4 more exhausts!

If you have any questions, concerns, or would like to place an order, please do not hesitate to email or call!

John Paul Komasinski
KO Performance
jpk@koperformance.com
305-502-4403

-----Original Message-----
From: Reynaldo Tong [mailto:reynaldotong@activeautowerke.com]
Sent: Thursday, September 25, 2003 12:20 PM
To: jpk@koperformance.com
Subject: need a request

JP:

Can you do me a favor, can you resend me every email the day after purchasing the 20 Gen3's?


Thanks!

Rey
________________________________________________

I have asked Rey to call the 2 customers that were affected last moth resulting in horrid customer service personally and explain that the lack of service was not in any way on behalf of KO, but entirely the fault of AA. He personally called the two customers and explained the whole mess and both customers have been sent their tracking numbers as well as recieved some AA merchandise to attempt to lessen the blow to the poor customer service.

extremeM3, we will definitely hook you up on the next item you order from us if it's not to late to repair some of this damage.

Dan is one of our best sales reps, and is completely free of blame for these mistakes as well. He is very knowledgable and a great asset to KO.

I am sorry for such a horrible service experience, but this is one thing we have to deal with sometimes in the drop shipping for price breaks part of our business. By offering such low prices, drop shipping is necessary, and once it's in the hands of an external company, sometimes it gets harry, although it shouldn't.

Sincerely,
John Paul Komasinski
CEO KO Performance

WOW !!!:clap:
Thats customer service !!!
If only this stuff could be settled privately.

Thanks JP, I understand sh*t happens, that's life. THanks for the offer on the hookup, I will definitely take you guys up on that. ;)

That's good to hear. Glad to see this is being handled. Just a note, AA isn't the quickest group to ship things out. Took em 3 weeks to pack up an exhaust and send it my way. Not sure what the delay was, they had the exhaust sitting in their shop...

i don't think anyone really knows how FRIGGIN hard it is to run a business - especially one that's run on the internet where word about your company spreads like wildfire.

everyone thinks that they can get special treatment - as if everyone were a special customer. I'm not saying that extremem3 is asking for any special treatment - but if an internet retailer is slow by 1 week - its not that they're out to screw you. With so many channels to go through - sometimes delays happen. Internet vendors have a much much lower price than if you went to your local retailer - seems like not many people understand what internet buying entails. You just don't get the same type of "same day receiving" of your item that you would at a local retailer. If time is of a necessary - go to your local shop and pay $$$$ to get it the same day. Otherwise - take a risk and shop online.

You can't have the best of everything in life - customer service, great product, and great price. You can only get 2 of the 3.

A common mistake internet buyers make is that they think the retailer just has them as their only customer. Sure, if you go into a store, you can get tons of personal attention from one of the sales reps. However, people just dont understand that in order for internet retailers to stay in business, they must provide service to thousands of customers.

Im an internet retailer of Palm PDAs - I get phone calls everyday with people thinking that you can bend the rules for everyone. They all want to get "hooked up" with free shipping, expedited shipping, discounts, etc etc. I have the lowest price on the internet - and yet people still want to haggle. You have seriously got to be kidding me.

Just to throw in my experience with KO.

I had the same situation with ordering a UUC exhaust last year.I ordered the exhaust and expected it shipped right away.Turns out it took UUC a few days to ship and then Fed Ex totally F'ed up the shipping.To make a long story shorter,it took Fed Ex 19 days to get my exhaust from FL to PA with me calling JP everyday screaming about where is my exhaust.JP totally stood behind everything, even what was beyond his control.

I completley understand your frustration but when all is said and done,KO Performance will make sure you are a satisfied customer.

Now if I could just have got Dan to sell me his coilovers instead of buying a bike I would start my own KO Fan Club.

Supenal- My job sucks sometimes too.You want to hear me bitch about it?

This just goes to show you that the retailer is often not at fault, especially when drop shipment is involved. I got a set of taillights, waited 8 days after payment, didn't receive them, and I hadn't gotten a tracking number. I emailed the company asking what was going on.

That afternoon, I got the package... Just be patient. They weren't trying to screw me, shipping just took a day or two longer than expected.

Originally posted by vike987
Now if I could just have got Dan to sell me his coilovers instead of buying a bike I would start my own KO Fan Club.

LOL :lol:
I would if I had some money to spend on a new suspension setup...but at this time...all pennies are going into saving for a new bike...hahah Perhaps a new 04 R1.

Originally posted by badmonkey
Yup, I bought an AA trackpipe in a group buy, took almost 10 weeks to receive it. Had nothing to do with the vendor organizing the group buy, AA was the hold-up. This seems to be a common issue with AA, long delays. Price of being a popular source for aftermarket parts.

Can you tell us who was the vendor is? Maybe they can verify
this. You sure it wasn't on backorder? 10 weeks is a long time,
and you were willing to wait for it?

It was M3 motorwerks -- my company. The track pipes were definitely on backorder. :)