Update: bumpstops received Feb. 4th.

I researched the company and their products heavily before buying and ignored a few recent 'bad-service' posts on various boards. I guess I should have paid them more mind.

I ordered the Track/School kit on Friday Jan 17th. I spoke with Jay, and he was very helpful walking me through what I needed. I asked him very pointed questions regarding availability of parts and the possibility of receiving the order by the following weekend. He assured me that they had everything in stock and that it wouldn't be a problem.

Next Friday rolls around and no parts, so I give GC a call. After waiting a few minutes on hold, some other employee lets me know that Jay is busy, they didn't have all of the parts and that my stuff was just shipping out that day - the day I was to receive it. Ok, a speedbump of sorts, and I have to reschedule alignment for a week later than I'd planned.

This Tues. I receive my package. No invoice. No rear bumpstops. Little sticky notes on the shortened rears saying, "use factory bumpstops." This is a problem for two reasons:

a) I no longer have factory bumpstops.
b) When ordering, I questioned Jay specifically about the bumpstops for the shortened rears, and he told me that there were special ones, and that I would be receiving 4 bumpstops total with the kit.

Next day (Wed), I call and talk to Jay. He seems preoccupied as he pulls up my work order. Tells me that the invoice will go to my billing address and not the shipping address, and that it went out the same day my package did (last Fri). Ok, sounds good.

Next, he confirms that I should have had the bumpstops made for the shortened rears and that it was "just a mistake that's all." At this point, I tell him that I need to install this weekend as I have made ANOTHER appointment next week for an alignment. He tells me that it isn't a problem, and that he'll send them out so that I get them Friday (sound familiar?).

Well, today is Friday and no bumpstops. No invoice yet either. I called at apprx. 3:00p and got a voicemail system (first time for that). I left a message explaining my displeasure and how I would be set back yet another week. I left both my work and home numbers...haven't heard back.

I think this is ridiculous. All the cordial time on the phone was before I said, "yes" and forked over the cash. After that, I get brief, preoccupied sentence fragments and empty promises.

I sure hope the suspension is worth the bullshit you have to go through to get it. Actually, not sure if that matters at this point.

Maybe they are having staffing difficulties or are experiencing high order volume...but guess what...those aren't my issues.

A good product does not a successful business make...at least not for long.

JeffUpdate: Bumpstops received Feb. 4th

Welcome to the world of racing. Don't worry about things. Jay will take care of you. They are a small company that is being slammed right now with lots of orders. You will be well satisfied with the suspension. Nothing out there compares to it. And if all Jay left out of the order is a set of bumpstops that is not the big of a deal. They are easy to come by and are cheap for a set of stock ones. If I had a set I would send them to you for the cost of shipping. And when you get the new ones they are a cinch to put on. Don't sweat it bro, just get the suspension put on.

I went through the same thing with my GC stuff although I bought the stuff through a local shop. I ended up getting my stuff about a week and a half later than promised. This would have been fine if they told my that up front.

In any event, the suspension feels great. When you do get it you should be happy with it's performance.

they do make a great product I definitely would not go anywhere else. However, it seems they might be having some growing pains. I've seen that happen with some successful small business. They too forgot the correct bump stops for me. There were no diagrams/instructions for the stacking order on the front strut shafts. There were a few parts that came from koni which weren't to be used so it was confusing. Hang in there once it's all done you should be satisfied with the product itself.

Not too happy to hear this as I was going to put my order in this week. I understand they have the best product out there but nobody wants to spend 1200+ and feel like they are not a priority

Getting the run around? Where else are you going to go to get a quality product like their suspensions for your BMW? Okay you could get you a set of H&R Coilovers but they are no comparison to the quality of the GC stuff and don't perform as good either. I understand $1200 is a lot to spend on suspension for your car but do you want the best or do you want to settle? YOu didn't settle when you bought your M3, you bought the best car for the money (best car would have been a Ferrar 360) ;-). GC will take care of you guys and will make things right. They will also work with you on your setup and what you need. If you have problems they will help you to set the car up properly. How many other places can you get a coilover set for your can will do that? No one that I know and I have been in this loop for 5 years now. Just be patient and get the best.

In the end it's well worth it.

I started out with H&R c/o's. When I went back to the vendor (a large, reputable one), I was met with, 'huh, you want to experiment with differents springs? you can't do that. I can't help you'

Meanwhile, this particular vendor stocks both full body springs and a full line of smaller diameter racing springs, but had no interest in working with me to make the H&R setup better for my needs, and I know with a certainty that you can fine tune the H&R kit with different springs.

OTOH, I've worked with Jay over the past year trying out different springs/settings, etc. I'll report back after a track weekend with a summary of what the car did well, didn't do well, and he arms me with more info and suggestions for my next trip to the track.

Try to get that level of service from www.suspensionsforless.com.

While GC does have issues with order fulfillment, you have to understand that they basically custom build each kit, rather than go into their warehouse and pick the right boxed kit/part number for your application. I also had jay shock dyno tune my shocks to my chosen spring rates. . . all for the cost of a 'one kit fits all' c/o kit from another vendor. Not to mention custom camber and bumpsteer settings.

But, I understand the frustration. When you have certain expectations and they are not met (order fulfillment), it can be frustrating. I'm just trying to articulate the bigger picture.

Sorry, I don't agree with this at all. This gentleman spoke with Jay and placed an order. Not only was it not sent in time, but it was missing the invoice and parts. Neither of which have been delivered.

If GC is that busy, they need to hire more help! Period. If you can't fulfill an order, a phone call to the customer is required to inform them of the situation. Missing parts should be overnighted to the customer.

I'd be absolutely bouncing off the walls on these guys if after two weeks I still hadn't received my complete order. To the point where I'd return what I'd received and cancel the charge on my credit card.

There's simply no excuse for poor customer service.

Contrast that with my experience with TC Kline. Pete spoke with my several times for at least an hour. I was never rushed, nor placed on hold. He confirmed that he had all the parts in stock and they were sent promptly, with an invoice, all parts and well packaged. That's the way you retain and get new customers.

Last time I spoke with the guys at TCK, they were trying to sell me a bunch of parts I did not need.

To each his own I guess.

First, I'd like to say that I respect the opinions of those that have posted - especially those with lots of experience with the product. Jeff, we emailed back and forth regarding the H&Rs way back before you installed them - remember?

I don't think I'm being unreasonable at all. All I ask is that those of you who make comments like, 'well, do you want the best?' and 'where else are you going to find a quality suspension for your BMW?' to think about what you're saying.

C'mon, why in the world should you have to deal with poor service just because it's the only/best game in town? I feel that this is a truly pathetic way of viewing the situation. If everyone plays ball by those rules, the service will never get better, parts will continue to ship late, pieces will continue to be missing and general poor service will be perpetuated.

My major issue, as seems to be the case with others, is the apparent disrespect for their customer. I spoke with Jay and asked him direct questions about shipping timelines on two separate occassions. He had every opportunity to tell me that things would be arriving later...he chose to promise me the parts on given dates. Both times, I was let down without so much as a call or an email (yes, I realize they are not a comp friendly company), and I was given the impression that I was out of line for even expecting the right products and the right time.

Seth, Jeff - U2 speak of a high level of service and personal attention that I can only imagine has come from lots of patience($$) on your parts (pun not intended). I'm just asking for basic customer satisfaction and some attention to detail. How much trust can I have that my setup was built as it should be when there are those working there that would have me use the wrong factory bumps stops on my setup?

Lastly, why didn't I receive a call back yesterday? Either:

a) Nobody was in the office and my message still sits on the machine (everyone left early on a Friday).
b) My message was listened to and my problem was something that could not be remedied at the time, so I was disregarded and pushed till Monday.

"He paid already, he'll get it when he gets it" is the impression I'm getting.

BTW. Doc, I've considered returning the whole kit, but I was really looking forward to the great suspension I've heard so much about.

Jeff

Frayed,

My point was that TC Kline showed superior customer service throughout the entire transaction. Whether or not you agreed with their suspension philosophy is entirely another matter.

PSU//M3, I'd be very excited to install the coilovers as well and would be very reluctant to return them. However, if I was repeatedly blown off and it looked like the missing parts weren't going to be sent soon, I'd take action...

Jeff, yes I remember vaguely.

Don't get me wrong, I'd be irritated as well, especially when throwing down a bunch of jack on a whole new suspension kit. I have no idea what's going on at GC, but I've always been treated well and fairly. Heck, I had my struts custom built (modification to bumpsteer and camber), and they were able to do it overnight and ship the next day due to my need for the suspension due to an upcoming track day.

All I can speak from is my experience. I'll send Jay a link to this thread so he can read your comments and respond to you online/offline as appropriate. What I was trying to articulate was that GC doesn't just sell a bunch of boxed kits that are identical for every customer. Hence, I can see how some of the issues during your experience with GC came up.

Doc, I belive that the issue I experienced with TCK trumps back-end order fulfillment. Trying to sell me a bunch of suspension parts just to make a quick buck is not my idea of customer of service. Listening to my needs and selling only those items that make sense for my needs is vitally important. Quick shipping and a painless ordering cannot absolve gouging.

Sort of like buying a fake rolex, but saying you are happy with it b/c it arrived quickly.

That said, wrt TCK, I still give these guys the benefit of the doubt. I may have just been a one-time hiccup.

Well, Pete was more than happy to spend more than a hour on the phone with me discussing a suspension to suit my needs. He never pushed me in any direction and happily took my order even tho it wasn't the biggest or one of their "kits".

Jeff,

Your experiences serve to prove my point. How is it that you were treated so well, and your custom built struts were done and to you in a day or two, while I it is more than two weeks after I ordered, and I'm sitting here without a complete kit to install? Not to mention, no contact to explain the situation.

For whatever reason(s), they are having serious quality and service issues, and I am bearing witness. Instead of ramping up operations and riding the current wave of online support and groupie-like fanaticism, they are dropping the ball. Don't make me put on my Strategic Planner cap. ;)

Jeff

I do hope Jay responds to this I would like some assurance that this will not happen so I can place my order with confidence.

My name is Jay Morris, I am the guy at Ground Control whom he talked to on the phone after he got his parts.
To clarify for the benefit of everyone else who was not privy to that conversation, here is what I told PSUM3:

1) The order was dropshipped to another address. In this situation we do NOT send the invoice with the package. We sent the invoice (and charge slip) via US Mail to his house.

2) He was not charged for the extra bumpstops. This meant that they were not invoiced and charged, just were added on in the notes. This is what he quotes me referring to as "a mistake". Well, it was a mistake. Someone read the invoice and sent him only what he paid for, and even remembered to include a reminder to reuse the stock bump stops.
That person who shipped the package missed my footnote to add 2 bump stops.
The reason for this, and I bear full responsibility, is that I mixed the footnote in with all my typed notes about his wheel size, 2 door or 4 door, percent of track days, desired ride height etc.

You can be assured that I will be calling PSUM3 first thing Monday to make sure that everything has or has not shown up yet.
Jay Morris

Here is my experience with GC.

I bought a new suspension from them in December. When I initially called, it took me several calls and a long "hold" to ever get hold of Jay. But when I finally got him on the phone, he spent a lot of time with me going over my needs.

I did not have a problem with delivery, but then I was not in a hurry and I didn't install the suspension for weeks after I received it. I received the invoice in my package.

Since then, I have needed to call them a few times about installation and alignment issues. I have never again been able to talk to Jay. He is always busy and I end up talking to Dale or another guy every time. I also have had a problem with them not returning phone calls. I just have to hold until "somebody", usually Dale, is available to help me.

Seth and Frayedy, I think Jay prioritizes who he talks to. He talks to new potential customers and to people he knows and has some background with. He talks to you guys because he knows you, but new customers like me, whom he does not know, get moved to the bottom of his priority list after we get our products.

With all due respect, I know he spends a lot of his time helping people and that is why he is always busy, but the fact that you guys seem to be able to reach him and I can't, kind of proves my point.

By the way, I am getting repeated clunking sounds from my front suspentsion, sounding like the springs seating themselves, when I hit a bump, accellerate, or turn the steering wheel, even while stopped.

Seth and Frayed, any idea what is causing this? I can't get a hold of Jay to ask! :biglaughb

Hi Jay,

Just saw your post, so I guess you are online right now.

Can you tell me what might be causing the clunking coming from my front springs?

I have a 98 M3 with Koni DA's, 600# springs, and your hybrid camber plates. Camber is currently set to minimum for street.

Dave Kelley

Hmm, even *I* (;)) don't get Jay half the time. Only when the technical question/concern merits it. I know when that is, b/c Dale tells me 'ohh, that's a *Jay* question'. I get through when it comes to certain, particular things.

Further, I really don't think that I really need to get through to him most of the time, as my experience is that the GC staff on the whole has sound technical knowlege. I just happen to be needy and throw tantrums until I get my way (j/k).

As for the clunking, my money is on worn sway bar end links or a loose top strut nut. Those are the only times I've gotten any clunking up front. I'd doubt it's an unseating/seating issue with the spring. However, I have no experience with GC's camber plates.

By the way, I think Tony knows more than Jay. LOL.

I got shipped 2 sets of suspensions and only took a week after ordering. I of course sent one back, because they charged me for both of them.

I have always had success talking with Jay and Tony, even during the install. I have never had problems.

Jay,

I missed your call today, but I emailed you. Posting here in case you check here first.

Did not receive the bumpstops, but I received the invoice at home. It is postmarked the 30th, which was a day after we last spoke regarding the missing bumpstops and invoice...

Let me know the status of the bumpstops. If they have indeed shipped, how bout a tracking number.

Jeff

Jay called me back last night. The clunking is caused by the bearing on the upper spring perch. I need to grease it until it gets broken in and losens up.

Again, the trouble in reaching Jay is that "everybody" wants to talk to him personally and a person only has so much time! Dale has been great and Tony knows his stuff but his specialty is apparently WRX's.

WRX's? Dayum, you mean they make parts for those pesky little cars? Oh well, I'll keep operating in my bubble that GC is a bimmer shop. At least Jay drives both an E46 and an E36.

Actually, I think GC sells more Honda schit than anything else. There probably 100 Civics for ever bimmer on the road, so it makes sense.