Performance Parts

[TurnerSucks]

Let me share my Turner Motorsports story with all of you so you can defend yourself before dealing with them. Doug was my salesman and Drew wasn’t very helpful either. I ordered a Schrick cam and springs for an E30. I was told the cam was on back order before placing the order; I asked “should I call back or pay now.” Doug said “pay now or you may miss out…” I gave them an American Express. I went through with the order. I waited a week and a half called back and was told the card was declined. No problem I said this happens with my card a lot because I do not use it for phone purchases. I asked why you didn’t call me. They said we sent an email. I said ok verify the email, we did. I told him the email was never received and they should call me if there is a problem. Three days later the cam arrives, no springs. The springs are on backorder. I called Drew and Doug and ask why no communication from them when I just spent $775.00. They said “email is a perfect way to communicate” “I said I agree I use it everyday, but as I said before why didn’t you call me.” They said “talk to me like an adult” I said ok, “when are the springs going to be in” We said the same quote to each other four times before he would answer my question. The outcome was Doug saying to me “I don’t have that answer.” I own a fairly large company and I would never in my life treat a customer as this company treats theirs. If you guys out there need Schrick get it from Germany that is where they are getting them. If you deal with them be sure to give them a phone number with your email. And finally do not use a debit, bank issued card. A company like this seems very shady in my opinion. They treated me very poorly and a chargeback will be in order if I do not get refunded for the springs. For those of you who do not know what a charge back is, look it up, it is the consumers defense to companies that take advantage of people. Avoid Turner Motorsports if you can they are unprofessional in my opinion.

[burger]

So, creating a fictitcious login to bash them and using problematic credit cards is completely professional. I'll write that down.

[BMMMW14]

Sorry you had a bad experience. I have had nothing but good experiences as a customer of at least 6-7 years and 15+ orders. Just earlier this week they overnighted me a new chip while my car was on the dyno - even though i called after 5PM EST. Again, sounds like you certainly did not have a good experience, but I will continue to be doing business with them.

Hope you get this straightened out privatley

+1 to burger

[TurnerSucks]

Its not about creating a fake login. It is about being told I need to speak like an adult. I believe as an adult I am speaking clearly now. I am not here to say they do not provide good service. I am simply saying my experience was not good. If a part is not being shipped to me then do not charge me for it. If it is backordered contact me to get my permission to charge me before you take my money and leave me without a part. Why should I lend a company money for a few days, or weeks because they dont have the part. I need the part I will call back and order it, it is not like they will lose the sale. I am simply letting people know what happened so they do not have to deal with this stuff if a similiar situation arises.

[tmaher]

We would NEVER charge a customer's credit card before shipping the product. Doing so would quickly have many pissed-off customers. In this respect I totally agree with you and if they (Turner) did indeed do that, it is a very crappy thing to do. At most, a percentage deposit (10-15%) should be required if they feel the need to.. That's how every auto parts store I've ever ordered anything from does it, if they do it at all..

With regards to the email notifications, well, that's on you. Why did you give them an email in the first place? Pick up the phone and place the order over the phone. Then when asked for your contact info simply tell them you do not have an email address and then give them your phone number. You could have avoided that at least.

[T Smith]

I ordered a part from Turner a couple of weeks ago that ended being on back order. They Emailed me within 15 min to let me know when the order would ship and that they WERE NOT CHARGING my credit card until it shipped... It sucks that you feel your service wasn't up to par. I don't think coming on to the forums is the proper way to handle this.
Tim

[n2bimmer]

Wow. Ive never had any problem's with Turner. Turner is great.

[MAkard]

I've been dealing with TMS to get go-fast goodies for our family's Ultimate Driving Machines for more than a decade with complete satisfaction. I've placed and received special/back orders and never experienced any sort of communication issues. I find it difficult to believe that TMS might deserve a thread like this...or most especially the distasteful username that initiated it.

[///M3Augy]

This is going to accomplish nothing and was a waste of time.

[dugmar]

My side of the story goes like this.

John ordered a camshaft and springs on 7/01. They were on backorder at the time. We NEVER charge anyone for backordered items until they are ready to ship. The cam came in on 7/2. We attempted to charge the card and it was declined. We immediately emailed the customer the following:


Sent: Thursday, July 02, 2009 5:19 PM
To: 'XXXXX@yahoo.com'
Subject: DECLINED CREDIT CARD


Dear John

The credit card you submitted was declined for payment.

There are several factors that may cause a credit card to not be accepted when submitted. Turner Motorsport recommends the following:

Contact the card-issuing bank and confirm that the credit card number and/or expiration date on your account are valid.

If the card being used is a debit or check card on file, please remember that these cards are not credit cards and may be subject to daily and/or transaction limits. Contact the issuing bank to determine if there are daily and/or transaction limits or any other restrictions that may be causing the card to decline.

Whether the card is a credit, debit or check card on file, verify with the card issuer that:

1. the card account is in good standing;

2. adequate credit is available on the account to accept the charge;

3. the account does not have a internet/phone order block;

4. if the account is new, the account has been activated; and

5. if the card is a debit card, that there is not a daily credit limit which this purchase would exceed.

The card may have not been accepted because the information provided on the “Billing Address” section did not match the actual billing information for that card. The system checks the information entered (name, address, zip code, etc.) against the information on file for the card at the issuing bank. If the information does not match, the system will decline the card.

Please call anyone in sales 800 280-6966 x 1 when you have it all sorted out.

We never heard back from the customer but attempted to charge the sale every other day, this is normal protocol.

On 7/13 the charge finally went through and the order was sent down to shipping. The problem here is that same day, another customer ordered the valve springs and we only had one set. Since this was a pending order due to the declined card, the other customer was allocated the springs that same day. So we sent the the cam out that day and I immediately emailed the customer alerting him of the delay in the springs and that we would send them out as soon as they came in from Germany.

Today Drew my co-worker got a call from John. John was clearly was upset, asking "what was wrong with our company" and that we should have told him that his card was declined. Drew explained that we made an effort to contact him via email. Drew was right but John wanted to speak to someone "higher up."

I then picked up and John was still very upset, and I tried to explain that we did contact him via email. All I can say is the conversation went downhill from there. I don't want to quote specifics, but all I will say is that I am 41 years old, I am way too old to be yelled at like I am 11 years old. I will simply refuse to continue a conversation with someone that is yelling at me when there is a simple, and understandable explanation to the situation. I admit I was upset and a bit flustered, and probably said things I shouldn't have, but I was upset for good reason.

Anyone that has dealt with TMS or any of our employees knows that we are good guys, are known for excellent customer service before, during and after the sale. But if you push anyone too far they will snap. I am embarassed that I did snap, and I apologize to you John for doing so. I also apologize for not calling when your card was declined. In this digital age, email is a perfectly good way of communication, and preferred by many, but I realize it isn't for everyone. I will take this as a lesson and into consideration in the future. I will make sure to call as well as email my customers in the future when problems like this arise.


PS: Jon, your card has been credited in full for the valve springs as promised. I emailed you a PDF of the transaction to your yahoo account today at 10:27AM eastern time.

[Niles Patel]

Originally Posted by TurnerSucks

I own a fairly large company...

We all do, it's called GM.

Turner has been nothing but good to me. I suspect this is either an honest mistake, or the usual distributor/manufacturer time juggle.

[n2bimmer]

No one is going to take this post serious .

WTH, he even posted here http://forums.bimmerforums.com/forum....php?t=1271569

[ianscrawford]

Originally Posted by dugmar

My side of the story goes like this.

John ordered a camshaft and springs on 7/01. They were on backorder at the time. We NEVER charge anyone for backordered items until they are ready to ship. The cam came in on 7/2. We attempted to charge the card and it was declined. We immediately emailed the customer the following:


Sent: Thursday, July 02, 2009 5:19 PM
To: 'XXXXX@yahoo.com'
Subject: DECLINED CREDIT CARD


Dear John

The credit card you submitted was declined for payment.

There are several factors that may cause a credit card to not be accepted when submitted. Turner Motorsport recommends the following:

Contact the card-issuing bank and confirm that the credit card number and/or expiration date on your account are valid.

If the card being used is a debit or check card on file, please remember that these cards are not credit cards and may be subject to daily and/or transaction limits. Contact the issuing bank to determine if there are daily and/or transaction limits or any other restrictions that may be causing the card to decline.

Whether the card is a credit, debit or check card on file, verify with the card issuer that:

1. the card account is in good standing;

2. adequate credit is available on the account to accept the charge;

3. the account does not have a internet/phone order block;

4. if the account is new, the account has been activated; and

5. if the card is a debit card, that there is not a daily credit limit which this purchase would exceed.

The card may have not been accepted because the information provided on the “Billing Address” section did not match the actual billing information for that card. The system checks the information entered (name, address, zip code, etc.) against the information on file for the card at the issuing bank. If the information does not match, the system will decline the card.

Please call anyone in sales 800 280-6966 x 1 when you have it all sorted out.

We never heard back from the customer but attempted to charge the sale every other day, this is normal protocol.

On 7/13 the charge finally went through and the order was sent down to shipping. The problem here is that same day, another customer ordered the valve springs and we only had one set. Since this was a pending order due to the declined card, the other customer was allocated the springs that same day. So we sent the the cam out that day and I immediately emailed the customer alerting him of the delay in the springs and that we would send them out as soon as they came in from Germany.

Today Drew my co-worker got a call from John. John was clearly was upset, asking "what was wrong with our company" and that we should have told him that his card was declined. Drew explained that we made an effort to contact him via email. Drew was right but John wanted to speak to someone "higher up."

I then picked up and John was still very upset, and I tried to explain that we did contact him via email. All I can say is the conversation went downhill from there. I don't want to quote specifics, but all I will say is that I am 41 years old, I am way too old to be yelled at like I am 11 years old. I will simply refuse to continue a conversation with someone that is yelling at me when there is a simple, and understandable explanation to the situation. I admit I was upset and a bit flustered, and probably said things I shouldn't have, but I was upset for good reason.

Anyone that has dealt with TMS or any of our employees knows that we are good guys, are known for excellent customer service before, during and after the sale. But if you push anyone too far they will snap. I am embarassed that I did snap, and I apologize to you John for doing so. I also apologize for not calling when your card was declined. In this digital age, email is a perfectly good way of communication, and preferred by many, but I realize it isn't for everyone. I will take this as a lesson and into consideration in the future. I will make sure to call as well as email my customers in the future when problems like this arise.


PS: Jon, your card has been credited in full for the valve springs as promised. I emailed you a PDF of the transaction to your yahoo account today at 10:27AM eastern time.

Glad you posted this Dugmar I have never had a problem with TMS and will still continue doing business as everyone else plans to!!

Originally Posted by Niles Patel

We all do, it's called GM.

Awesome Post! I am lol-ing

[Evergreen Dan]

Originally Posted by T Smith

I don't think coming on to the forums is the proper way to handle this.

+1

FWIW, my dealings with Turner have been good.

Edit: Just read Turner's reply. I've drawn my conclusions.

[KillrM3]

I can see from your first post why you would be asked to talk like an adult. I have been dealing with TMS for a long time and I can say they are extremely professional. Maybe if you paid your AMEX none of this would have happened?

[bennyfizzle]

This thread is absolutely worthless, as is the OP apparently.

Turner rocks!

I asked for some stickers with a parts order last year, they sent me several stickers, some flashlights, AND comp'd the license plate frame I ordered.

[jcrist]

AMEX has been EXTREMELY hard to deal with over the past 8 months or so. They cut my credit limit (supposedly no limit) in the middle of the month two months in a row, on a card that I normally carry no balance and have spent upwards of $100k a month on. They were basically making a cash call in the middle of the month saying that I had to pay immediately to get the card reinstated EVEN THOUGH THE STATEMENT WAS'T DUE FOR ANOTHER 2 WEEKS. I paid them, canceled all but 2 cards, and now do about 1/100th of the business with them.
That said, this guy is a huge dick and I'm glad I don't have to deal with the retail public. I'm a Bimmerworld homer mainly because they do a great job and support me at the track, not because TMS "sucks".

[S.Lang]

Originally Posted by TurnerSucks

Let me share my Turner Motorsports story with all of you so you can defend yourself before dealing with them. Doug was my salesman and Drew wasn’t very helpful either. I ordered a Schrick cam and springs for an E30. I was told the cam was on back order before placing the order; I asked “should I call back or pay now.” Doug said “pay now or you may miss out…” I gave them an American Express. I went through with the order. I waited a week and a half called back and was told the card was declined. No problem I said this happens with my card a lot because I do not use it for phone purchases. I asked why you didn’t call me. They said we sent an email. I said ok verify the email, we did. I told him the email was never received and they should call me if there is a problem. Three days later the cam arrives, no springs. The springs are on backorder. I called Drew and Doug and ask why no communication from them when I just spent $775.00. They said “email is a perfect way to communicate” “I said I agree I use it everyday, but as I said before why didn’t you call me.” They said “talk to me like an adult” I said ok, “when are the springs going to be in” We said the same quote to each other four times before he would answer my question. The outcome was Doug saying to me “I don’t have that answer.” I own a fairly large company and I would never in my life treat a customer as this company treats theirs. If you guys out there need Schrick get it from Germany that is where they are getting them. If you deal with them be sure to give them a phone number with your email. And finally do not use a debit, bank issued card. A company like this seems very shady in my opinion. They treated me very poorly and a chargeback will be in order if I do not get refunded for the springs. For those of you who do not know what a charge back is, look it up, it is the consumers defense to companies that take advantage of people. Avoid Turner Motorsports if you can they are unprofessional in my opinion.

LOL...yes, avoid Turner Motorsports at all costs. They are a VERY shady company. They have not been around, like, forever, do not have a looooong track record with members here, and I hear they NEVER win races.

Oh wait,

You say you own a fairly large company....you know those customers that you just can't stand, the ones who are a sort of "necessary evil"? Well, in this instance, you are that customer.

[ssburns]

Originally Posted by TurnerSucks

I own a fairly large company...

Don't know for a fact that you were, but you may have come across as though you were speaking to one of your employees. I know I've certainly lashed out at some cable company phone workers who weren't meeting my expectations.

I've never had anything, but positive experiences with TMS and Doug in particular. If fact he has spent some time answering questions on used TMS parts I purchased elsewhere when there was no immediate benefit to him or TMS.

Sounds like Doug is making things as good as he can now.

[tmaher]

props to Turner for doing the right thing!! Always best to hear both sides of the story.

[JaredM3]

I have been a turner customer for almost 8 years...Never had a single problem

[maxxfish]

Actually, both Turner and Bimmerworld a fairly small companies, and the time/attention that they give to each customer is pretty damn impressive. Not to mention we are a niche market, and racers are a demanding bunch.

[jayhudson]

Please do not cross-post in multiple forums. It's against form policy.

Thanks - Jay

[S.Lang]

Maxx....since there's otherwise nothing here - your car looks great!

[jcrist]

I guess it's official that said jackass' thread has clearly backfired. Not only was it a clear expose' on why we don't want to deal with the public, but it afforded TMS the opportunity to seize the airtime and apologize for nothing, look human, and get some positive press. This thread, however, is evidence that TMS didn't need it.