mx5cartalk.com

Hi All,

As most of you know Wholesale Suspension have been around for 20 years next year, In that time we have mostly been there and done that with many types of suspension set up's.

At our Penrith store we have a full 1200sqm workshop with 12 hoists and two new state of the art wheel aligners, coupled with a staff of 15 people, we preety much have things under control.

At our Blacktown store, we have alomost finished the total new kit out of the store to use as our primary stock holding facility with over 1000 King spring part numbers on the shelf, BC and Tein, Bilstein, Koni and many other famous brands kept in stock. We have sold off our workshop gear and filled the wearhouse full of new racking to hold all the bits and peices we all love.

As a result, we have some customers that want local fitment done here in Blacktown, since our workshop is no longer we have been refering a few of our customers to a some of the better workshops here in town, unitl now we have not had any real problems to report in regards to this fitment being out sourced.

On a recent Saturday not too long passed we sold one of our forum customers a set of Koni and King Springs for our usual forum special price and also had a hand in organising for one of our regular workshops to fit it for him on that saturday.
Since then the customer has taken his car to MX5 Mania to have a radiator issue delt with and whislt on their hoist David has pointed out that there are a number of things wrong with this cars suspension install.

1. The bump stops (genuine 1 peice) had been chopped and one was left off all together.
2. The front left strut top mount had been over tightened to the point of breakage.
3. The front and rear springs were installed the wrong way around (back to front and front to back)

Naturally when I had a phone call from David and Simone at Mania I was shocked and horrified that this had happened, We have never had an issue as mentioned before about this sort of thing with out sourcing, on this weekend we actually had two cars with complaints from this workshop, (I will not name the workshop as I beleive he normally does a great job).
Since then I have spoken to this workshop and it has been agreed that we will no longer be out sending any work his way or in fact not out send any work at all.

All of our fitment that we organise for our customers will ALL be done at our Penrith store from this day on.

Wholesale Suspension, even though we did not fit this cars suspension, will be paying the total amount to have this vehicle repaired, it will be done at MX5 Mania as the car needs to be fixed before it is taken on the road again.

I would like to take this chance to apologise to our customer that this happened to, we have had to pay $360.00 to have this fixed and honestly am very sorry about how it happend, I have spoken to our customer many times since the event and he assues me that he will still come back in the futre and also understands that this was not our fault, he has a lot more patience than maybe I would in a similar situation. Thank you for that.

All future work will be carried out at our Penrith branch to ensure quality of fitment and of alignment.

I would also like to thnk David at MX5 mania for picking up on the mistakes and sending me the pic's of this install, David fixed this car at our request and we are greatful for that also.

Please understand I am writing this post to remind you of our fantastic service history and fitment quality which is set to return.

You can still buy whatever you need from us here at Blacktown and we will be happy to organise fitment at our penrith store if you need it.

Regards Josh

I think its great customer service that wholesale suspensions have recognised an error on thier behalf and have done something to rectiefy it. Kudos for MX5 Mania for getting it sorted & not badmouthing anyone in the process.
I think a lot of other business could learn from this.

Good luck to all businesses involved

StanTheMan wrote:I think its great customer service that wholesale suspensions have recognised an error on thier behalf and have done something to rectiefy it. Kudos for MX5 Mania for getting it sorted & not badmouthing anyone in the process.
I think a lot of other business could learn from this.

Good luck to all businesses involved

+2

mistakes can and will happen but its good to see a company taking responsibility and take actions to correct one to keep a customer happy. especially as it wouldve been very easy to say " well that was there cock up they should sort it out"

im really very impressed with this and any further suspension work i have done i will definatley check out wholesale suspension

edited to clarify
what i ment to put across was that it was good of wholesale suspension to have the problem corrected even tho it wasnt them that installed the product so that the end result is that there customer drives away happy. a lot of other companies wouldnt have

psquire45 wrote:

StanTheMan wrote:I think its great customer service that wholesale suspensions have recognised an error on thier behalf and have done something to rectiefy it. Kudos for MX5 Mania for getting it sorted & not badmouthing anyone in the process.
I think a lot of other business could learn from this.

Good luck to all businesses involved

+2

mistakes can and will happen but its good to see a company taking responsibility and take actions to correct one to keep a customer happy. especially as it wouldve been very easy to say " well that was there cock up they should sort it out"

im really very impressed with this and any further suspension work i have done i will definatley check out wholesale suspension

I don't think that I agree with all this. I do agree that Josh did the right thing (and perhaps a bit more), as did David.

However, IF I am reading this correctly, someone stuffed up the install, and this has been documented.

It also looks like the business that stuffed it up has either (or both) refused to admit it, or to rectify it. As a result, and quite responsibly and reasonably, Josh will not deal with them again.

Where I depart is in regarding the naming of the business. Disgruntled customers badmouthing a business that they think has not done the right thing, is one matter. If that was the situation here, there would be no disagreement from me. However it seems that this is a situation where there (appears to be) conclusive evidence that the job was not done properly, and again, it appears that the business in question has not accepted this or even, in the interests of protecting their reputation, disagreed but still paid for the rectification. The amount involved appears relatively trivial, so that does not appear to be a major consideration.

If I went to this business without realising it had this history, and I had a problem, I would not thank anyone for keeping the name of this business quiet. On the contrary, it is protecting bad behaviour.

Just my two cents worth.

Wholesale Suspension paid for the fix, not the other business who fitted originally.

I am not into public name and shame for workshops, every workshop has good and bad days come and go, as does every industry.
I do not think it needs to be put into print, usually this guy does a wonderful job on cars, he even hand builds his own custom hot rods and maybe he was just having an off day.

No excuses can dismiss the work he did, I have made my decision not to deal with him again for fitment, but I would still back him as a decent mechanic.

You must understand that I have been dealing with this mechanic for a while now, he does do good work normally. (not that he will get another chance from us) I can't just post up his name and loose business for him, thousands of potential people read this forum, think about if someone was looking up his business on google and this thread pops up.

I won't destroy a man's business name who has been in the area for years because he stuffed up a car or two on the same day, which usually never happens.

Cheers Josh

wow that is sensational customer service.

i know where im going to for my suspension work (when i get back from overseas)

just a quick question. Do these new lowering laws affect the intalls and the trouble you have to go through to make it legal?? im only looking at going 1.5-2" lower with adjustable coilovers