[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I do not agree with their response they are crooks and took my money and sent me the wrong parts then they imply that im being dishonest about the item I received and how long I took to say anything .I had torn the muscle from my left arm and had to have surgery to repair it thats why I waited to open the box I couldnt do any work Regards, [redacted]
When this customer first complained via our support ticket system, he demanded a full refund and never once asked for replacement gaskets that were just two items of the many different gaskets, seals and o-rings in the 82-kit he purchased We have sold about a thousand of these head gaskets separately and in engine gasket kits within the last yearOf sales, we have received complaints from 1% which is hardly indicative of any defectSome customers have admitted to installing the gaskets incorrectlyWe received returned head gaskets that had obviously been mishandledWe are sticking to our policies of no refunds but we will send out replacementsAs for the comments coming from the forums, we've challenged the negative rhetoric about us on one forum and a sucks.com site that was at one time promoted on that forum years agoWe began suggesting that they were bordering on libel due to the outrageous claimsWe have an email from a frustrated moderator who admitted that the culture on his forum was such that nobody was allowed to say anything good about usSome of their members are small dealers and consequently our competitorsThey caught the forum member who had lied about creating the sucks.com and the site disappeared overnight We were told he did it to be "one of the boys" and gave us his name so we could sue which we chose not to doOn our home page, we have a list a page of dealers and shops who have bought our parts to install on their customer's bikes which says something about our product integrityThis list has not been updated in over a year so the list could be longer.http://www.saber-cycle.com/store/Dealers.htmlIn conclusion, we are truly sorry for the problems the customer incurred during his engine rebuild but we will not be bullied and are sticking to our policies offering no refund in this case
This customer made this purchase on Ebay which is a nonreturnable item clearing posted on the listingHe has not chosen not to go through eBay to appeal our refusal of a return This is the Ebay listing: [redacted] We refute that this customer has proven that the "fuel seals" do not fit his GLHe never provided a picture to physically prove the fuel tube seals do not fit.We told this customer that we have sold sets of fuel seals and have received only one previous complaint because that customer was not installing them in the right place.His argument is based on the fact that we sell the same fuel seal for two different models, GLand GL1100, which he maintains cannot be because they have two different carburetorsHonda sells OEM [redacted] gasket kit for GLand [redacted] gasket kit for GLfor the two different carburetorsHowever, these kits contain a common fuel tube seal which Honda has never sold separatelyThese fuel seals do not install in the carburetor but are situated in a passage between the carbs and air chamberSee attached picture comparing our [redacted] fuel tube o-rings with the fuel seals in the OEM kits We challenged the customer to get out his calipers but instead he provides a number of links from Randakk's site to prove his point making one wonder why this customer didn't buy from Randakk in the first placeHe further reports that only fuel seals are required and so on then makes this statement "Short of my taking carburetors from a gland glapart, taking pictures and sending them to you I don't see how else I can prove my point." Which begs the question, why didn't he? His four carburetors had to be removed from his motorcycle then broken away from the air chamber to insert the fuel seals that he received from usWhy didn't he take a pic on the spot to prove his point? See attached Ebay dialogWe could've given this customer a refund and moved on but he brought in Randakk, a third party and competitor of ours, who has made several public attempts to discredit us over the yearsHe and his cronies launched a SaberCycleSucks.com website back in 2008-This site urged readers to shop at about four different businesses and Randakk was one.Thankfully, we had supporters who figured out who the culprit was and called him outThe sucks site that was housed on this person's personal server was immediately taken downConsequently, we do not believe this issue would've ended with a returnOn Feb9, [redacted] of Randakks contacted me on the website of another unrelated business I own wanting to do me a favor which I can forward upon requestOn Feb11, we received a mailed letter from this customer declaring that he has purchased SabreCyclesucks.com with a threat that he intends to tell the world about our failure in this transaction See attached letter We do have the carburetors of the GLand GLsitting on a shelf in a warehouse and can prove where these fuel seals go and why are need for both modelsWe are in the process of creating a video for YouTubeThe video is shot but unfortunately we could not get the video ready for showtime for our Revdex.com responseIn conclusion, we believe this complaint is not a customer issue but rather another attempt by competitors to discredit us
This customer did not just buy head gasketsHe purchased at 82-Top Engine Gasket Set indicating that the engine of his GLAspencade had been neglected and not in pristine conditionWe can appreciate the customer's frustration in working on a year-old engine but we cannot take responsibility if a customer misses any of the steps to ensure a correct installation.Were the heads cleaned of all carbon and old gasket material prior to the installation?Can this customer provide a mechanist report that the heads were checked for warpage with a straight edge and feeler gauges?Were the head gaskets lined up properly with all the holes and cylinders?Was the side of the head gasket with the widest cylinder ring applied to the block so they would crush properly?Were the head bolts cranked down in the proper sequence? Was the o-ring replaced on the coolant pipe joint and the bolts that secure the coolant pipe joint to the cylinder head securely tightened?Unfortunately, a head gasket that has not been installed correctly cannot be reinstalled like some gaskets because the cylinder rings are crushed and consequently useless
We have dealt with this customer on our support ticket system and a Paypal chargebackWe are not accepting his claimThe item's image has been uploaded for referenceWe began getting customer complaints a few years ago about rips and pin holesHow could we know that the customer did not mishandle the diaphragm? We began opening the boxes on the shelf and inspecting and we found pin holes and a few ripsAs we told this customer, we now inspect each and every one by holding it up to a light and stretching out the diaphragm to look for even tiny pin holesThose that pass inspection have a sticker with inspection date applied to the box to seal itThe customer complaints have stoppedWe gave this customer benefit of the doubt by asking if the parcel was damaged because every order is insured for damage or loss but he insisted that it was torn when we opened the boxAfter we rejected his complaint and received his threats, we reviewed his purchases and discovered he bought [redacted] on June then bought a second one on June First he wanted replacementOn Paypal, he asked for full refundThe communications thread on our support ticket system is as follows: Conversations [redacted] Jun 04:pm You leave me no chose, I am going to report your coto the better business Burro, and to E-bay which I will give your co the lowest Marks, and to paypal, I am out you know money does't grow on TREES KNOW I HAVE TO BUY A NEW ONE & NOT FROM YOUR RIPP OFF COWHICH I READ ABOUT I BELEAVE NOW YOUR REPUTATION IS GOING TO THE WAY SIDESIGNED VERY UPSET PERSON Staff Jun 10:am After we received our first customer complaint a few years ago, we began inspecting each and every slide diaphragm to make certain the diaphragm had no defects prior to shippingWe can show you the pile of diaphragms that did not pass our inspectionConsequently, we have eliminated customer complaints regarding tears or pin holes which is an inconvenience to all partiesEvery order is insured against damage and loss in transitYour declaration that you opened and found the diaphragm ripped is unacceptable because we have done due diligence to even look for pin holes and recorded the date of our inspection on the sticker applied to the package [redacted] Jun 12:am So what you are telling me that I am lying to you, I am telling you the truth, I opened package & inspected the Item, And there is a rip in the Diaphragm, I am telling you the truth, I AM GOING TO REPORT YOU TO Paypal, I am the Customer, Customer is always rightWHAT SCHOOL DID YOU GO TOSIGNED A VERY UPSET CUSTOMERYou are also saying I am mistaking, I am telling you I am NOTYOU JUST LOST A GOOD CUSTOMER Staff Jun 09:pm ***, We inspect each and every one prior to shipping and we add our inspection sticker to the box recording we did soThe inspection includes holding the diaphragm up to the light and pulling at it while looking for pin holesYou are mistakenA rip would never have passed our inspection*** [redacted] Jun 05:pm -------------------------------------------- On Mon, 6/12/17, Staff (Saber Cycle Support) < [redacted] > wrote: Subject: [Saber Cycle Support] Re: need to return part which I just received today faulty part has a rip in diaphragm To: " [redacted] " < [redacted] > Date: Monday, June 12, 2017, 2:PM Diaphragm which I just received from you today, I inspected it and diaphragm has a rip in it, I can't use this it is totally useless to me, need to return & can you please send me a new one ? Thanks [redacted] Staff Jun 04:pm What is the problem? [redacted] Jun 04:pm Carburetor slide diaphragm GL # [redacted] INVOICE # [redacted]
If we were packing *** right off the shelf to fulfill orders, our response would be differentHowever, as stated previously, we inspect each and every *** by holding it up to a light and stretching out the diaphragm to look for even tiny pin holesThose that pass inspection have a sticker with inspection date applied to the box to seal itConsequently, the customer complaints have stoppedWe gave this customer benefit of the doubt by asking if the parcel was damaged because every order is insured for damage or loss but he insisted that it was torn when we opened the box.We cannot accept the customer's claim given our diligence in inspecting each one prior to shipping to ensure that every customer gets an *** that creates a vacuum
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I USED EVERY MEASURE TO INSTALL YOUR PRODUCT CORRECTLY AND HAVE SINCE ORDER THE OEM GASKETS AND THE BIKE IS RUNNING FINE I CLEANED ALL SUFACES AND INSTALLED YOUR GASKETS THEN TORQUED THEM TO FOOT POUNDS EVEN BEFORE ENGINE WAS STARTED I PUT THE ANTIFREEZE BACK IN THE RADIATOR AND NIAGRA FALLS CAME OUT OF THE HEAD GASKETSYOUR PRODUCT WAS FAULTY FROM THE TIME IT WAS MADE. TO THEM SITTING ON MY BENCH AS A REMINDER TO GOOGLE ALL FORUMS BEFORE I PURCHASE A NON OEM PRODUCT...YOU HAVE NUMEROUS FORUMS THAT SAY DO NOT BUY ANYTHING FROM YOUR COMPANY , AND I THINK IT IS A SHAME THAT YOU DONT EVEN ACCEPT PHONE CALLS FROM YOU CUSTOMERS..I WOULD LIKE A FULL REFUND FOR THE DEFECTIVE PRODUCTS YOU SENT ME THAT IS THE ONLY OPTION OF SATISFACTION I WILL ACCEPT AS THAT IS THE ONLY THING YOU CAN DO IN THIS SITUATION
Regards,
*** ***
Please accept our apology for the delayed responseWe did not respond to this customer's support ticket because of an employee who was placed in charge of managing the tickets but was picking and choosing which tickets to respond to.Head gaskets are not warranteedOur customers are primarily DIY
and there are too many variables to making sure they seal correctlyOur FAQ deals with this issue:http://www.saber-cycle.com/store/FAQ32.htmlThe customer complains that "THE CYLINDER PART OF THE GASKET WAS THICKER THAN GASKET MATERIAL" but that ring is made of material that easily crushes around the cylinder opening.Again, we apologize for this customer's complaint not being addressed on our website and have taken steps to insure the situation will not happen again
When this customer first complained via our support ticket system, he demanded a full refund and never once asked for replacement gaskets that were just two items of the many different gaskets, seals and o-rings in the 82-415 kit he purchased. We have sold about a thousand of these head gaskets separately and in engine gasket kits within the last year. Of 1000 sales, we have received complaints from 1% which is hardly indicative of any defect. Some customers have admitted to installing the gaskets incorrectly. We received returned head gaskets that had obviously been mishandled. We are sticking to our policies of no refunds but we will send out replacements. As for the comments coming from the forums, we've challenged the negative rhetoric about us on one forum and a sucks.com site that was at one time promoted on that forum years ago. We began suggesting that they were bordering on libel due to the outrageous claims. We have an email from a frustrated moderator who admitted that the culture on his forum was such that nobody was allowed to say anything good about us. Some of their members are small dealers and consequently our competitors. They caught the forum member who had lied about creating the sucks.com and the site disappeared overnight. We were told he did it to be "one of the boys" and gave us his name so we could sue which we chose not to do. On our home page, we have a list a page of dealers and shops who have bought our parts to install on their customer's bikes which says something about our product integrity. This list has not been updated in over a year so the list could be longer.http://www.saber-cycle.com/store/Dealers.htmlIn conclusion, we are truly sorry for the problems the customer incurred during his engine rebuild but we will not be bullied and are sticking to our policies offering no refund in this case.
This customer did not just buy head gaskets. He purchased at 82-415 Top Engine Gasket Set indicating that the engine of his 1986 GL1200 Aspencade had been neglected and not in pristine condition. We can appreciate the customer's frustration in working on a 29 year-old
engine but we cannot take responsibility if a customer misses any of
the steps to ensure a correct installation.Were the heads cleaned of all carbon and old gasket material prior to the installation?Can this customer provide a mechanist report that the heads were checked for warpage with a straight edge and feeler gauges?Were the head gaskets lined up properly with all the holes and cylinders?Was the side of the head gasket with the widest cylinder ring applied to the block so they would crush properly?Were the head bolts cranked down in the proper sequence? Was the o-ring replaced on the coolant pipe joint and the bolts that secure the coolant pipe joint to the cylinder head securely tightened?Unfortunately, a head gasket that has not been installed correctly
cannot be reinstalled like some gaskets because the cylinder rings are
crushed and consequently useless.
This customer made this purchase on Ebay which is a nonreturnable item clearing posted on the listing. He has not chosen not to go through eBay to appeal our refusal of a return. This is the Ebay...
listing:[redacted]We refute that this customer has proven that the "fuel seals" do not fit his GL1100. He never provided a picture to physically prove the fuel tube seals do not fit.We told this customer that we have sold 600 sets of 4 fuel seals and have received only one previous complaint because that customer was not installing them in the right place.His argument is based on the fact that we sell the same fuel seal for two different models, GL1000 and GL1100, which he maintains cannot be because they have two different carburetors. Honda sells OEM [redacted] gasket kit for GL1100 and [redacted] gasket kit for GL1000 for the two different carburetors. However, these kits contain a common fuel tube seal which Honda has never sold separately. These fuel seals do not install in the carburetor but are situated in a passage between the carbs and air chamber. See attached picture comparing our [redacted] fuel tube o-rings with the fuel seals in the OEM kits. We challenged the customer to get out his calipers but instead he provides a number of links from Randakk's site to prove his point making one wonder why this customer didn't buy from Randakk in the first place. He further reports that only 2 fuel seals are required and so on then makes this statement "Short of my taking carburetors from a gl1000 and gl1100 apart, taking pictures and sending them to you I don't see how else I can prove my point." Which begs the question, why didn't he? His four carburetors had to be removed from his motorcycle then broken away from the air chamber to insert the fuel seals that he received from us. Why didn't he take a pic on the spot to prove his point? See attached Ebay dialog. We could've given this customer a refund and moved on but he brought in Randakk, a third party and competitor of ours, who has made several public attempts to discredit us over the years. He and his cronies launched a SaberCycleSucks.com website back in 2008-09. This site urged readers to shop at about four different businesses and Randakk was one.Thankfully, we had supporters who figured out who the culprit was and called him out. The sucks site that was housed on this person's personal server was immediately taken down. Consequently, we do not believe this issue would've ended with a return. On Feb. 9, [redacted] of Randakks contacted me on the website of another unrelated business I own wanting to do me a favor which I can forward upon request. On Feb. 11, we received a mailed letter from this customer declaring that he has purchased SabreCyclesucks.com with a threat that he intends to tell the world about our failure in this transaction. See attached letter. We do have the carburetors of the GL1000 and GL1100 sitting on a shelf in a warehouse and can prove where these fuel seals go and why 4 are need for both models. We are in the process of creating a video for YouTube. The video is shot but unfortunately we could not get the video ready for showtime for our Revdex.com response. In conclusion, we believe this complaint is not a customer issue but rather another attempt by competitors to discredit us.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
I DONT NEED ANY RESPONSE BACK FROM SABRE CYCLE I WOULD JUST LIKE TO SAY ANY BUSINESS THAT DOESNT WANT TO TALK TO THIER CUSTOMERS DIRECTLY,, LIKE ACTUALLY ANSWER THE PHONE OR RETURN A PHONE CALL FROM AN EMAIL, IS IN MY BOOK DISREPECTFUL.. AGAIN I DONT NEED A RESPONSE I WILL NEVER BUY FROM SABRE CYCLE AGAIN AND I WILL TELL MY MOTORCYCLE FRIENDS NEVER TO BUY FROM THEM ALSO.HAVE A GREAT DAY.[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I do not agree with their response they are crooks and took my money and sent me the wrong parts then they imply that im being dishonest about the item I received and how long I took to say anything .I had torn the muscle from my left arm and had to have surgery to repair it thats why I waited to open the box I couldnt do any work.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
YES I INSTALLED EVERYTHING CORRECTLY AS I PREVIOUSLY STATED I HAVE SINCE PURCHASED OEM HEAD GASKET KIT AND HAVE IN INSTALLED THEM PROPERLY AND HAVE NO ISSUES AT THIS TIME AS BIKE IS RUNNING IN PRESTINE CONDITION.. I FEEL THAT THE INFERIOR PRODUCT SABRE CYCLE SOLD ME CAUSED MORE TIME AND EFFORT THAN THEIR PRODUCT WAS WORTH. AS I HAD TO REINSTALL OEM PRODUCT AND DO ALL THE WORK OVER AGAIN. I STILL FEEL THEY SHOULD REFUND MY MONEY ACCORDINGLY..AS A NOTE TO Revdex.com AND SABRE CYCLE AFTER REVIEWING THE INTERNET AND THE GOLDWING FORUMS EVERYONE SAYS NOT TO BUY FROM SABRE CYCLE, I WISH I WOULD HAVE DONE MY RESEARCH BEFORE SPENDING MY MONEY . SO IF YOU WONT REFUND MY MONEY AS YOU SHOULD THEN I GUESS I WILL BECOME ONE OF THE COUNTLESS PEOPLE WARNING AGAINST BUYING FROM SABRE CYCLE ..STEVE SAUNDERS GOLDWING PAGEGOLDWING DOCS .COM JUST A COUPLE OF REFERENCES
We have dealt with this customer on our support ticket system and a Paypal chargeback. We are not accepting his claim. The item's image has been uploaded for reference. We began getting customer complaints a few years ago about rips and pin holes. How could we know that the customer did not...
mishandle the diaphragm? We began opening the boxes on the shelf and inspecting and we found pin holes and a few rips. As we told this customer, we now inspect each and every one by holding it up to a light and stretching out the diaphragm to look for even tiny pin holes. Those that pass inspection have a sticker with inspection date applied to the box to seal it. The customer complaints have stopped. We gave this customer benefit of the doubt by asking if the parcel was damaged because every order is insured for damage or loss but he insisted that it was torn when we opened the box. After we rejected his complaint and received his threats, we reviewed his purchases and discovered he bought [redacted] on June 5 then bought a second one on June 9. First he wanted replacement. On Paypal, he asked for full refund. The communications thread on our support ticket system is as follows: Conversations [redacted] Jun 14 04:39 pm You leave me no chose, I am going to report your co. to the better business Burro, and to E-bay which I will give your co the lowest Marks, and to paypal, I am out 59.00 you know money does't grow on TREES KNOW I HAVE TO BUY A NEW ONE & NOT FROM YOUR RIPP OFF CO. WHICH I READ ABOUT I BELEAVE NOW . YOUR REPUTATION IS GOING TO THE WAY SIDE. SIGNED VERY UPSET PERSON. Staff Jun 14 10:18 am After we received our first customer complaint a few years ago, we began inspecting each and every slide diaphragm to make certain the diaphragm had no defects prior to shipping. We can show you the pile of diaphragms that did not pass our inspection. Consequently, we have eliminated customer complaints regarding tears or pin holes which is an inconvenience to all parties. Every order is insured against damage and loss in transit. Your declaration that you opened and found the diaphragm ripped is unacceptable because we have done due diligence to even look for pin holes and recorded the date of our inspection on the sticker applied to the package. [redacted] Jun 14 12:07 am So what you are telling me that I am lying to you, I am telling you the truth, I opened package & inspected the Item, And there is a rip in the Diaphragm, I am telling you the truth, I AM GOING TO REPORT YOU TO Paypal, I am the Customer, Customer is always right. WHAT SCHOOL DID YOU GO TO. SIGNED A VERY UPSET CUSTOMER. You are also saying I am mistaking, I am telling you I am NOT. YOU JUST LOST A GOOD CUSTOMER. Staff Jun 13 09:55 pm [redacted], We inspect each and every one prior to shipping and we add our inspection sticker to the box recording we did so. The inspection includes holding the diaphragm up to the light and pulling at it while looking for pin holes. You are mistaken. A rip would never have passed our inspection. [redacted] Jun 12 05:32 pm -------------------------------------------- On Mon, 6/12/17, Staff (Saber Cycle Support) <[redacted]> wrote: Subject: [Saber Cycle Support] Re: need to return part which I just received today faulty part has a rip in diaphragm To: "[redacted]" <[redacted]> Date: Monday, June 12, 2017, 2:29 PM Diaphragm which I just received from you today, I inspected it and diaphragm has a rip in it, I can't use this it is totally useless to me, need to return & can you please send me a new one ? Thanks [redacted] Staff Jun 12 04:29 pm What is the problem? [redacted] Jun 12 04:17 pm Carburetor slide diaphragm GL 1500 # [redacted] INVOICE # [redacted]
We honestly thought we'd responded to this customer's October 3 support ticket. After reviewing the ticket, we see that it was not checked so he could view it unfortunately. We express our sincere apologies. The support ticket info is cut and pasted below under the Comments heading. As we explained,...
we sell Honda Gold Wing only on Saber-Cycle.com. There are no Suzuki parts in this warehouse. To give the customer benefit of the doubt, we reviewed the distributor's invoice and there is no Suzuki number listed. If our distributor had sent us the wrong part, we would've notice it when we received it or when we put our part number on it or when we placed the stock in the bin, as well as when we handled again for fulfilling an order. This is the product.http://www.saber-cycle.com/store/product766.htmlGiven that, it is amazing that this customer is complaining about receiving the wrong merchandise on October 3 nearly 9 months after he placed the order on January 10 which he would've received about 3-4 days later. We have a sentence on our invoice just below the total that states:"EXAMINE GOODS IMMEDIATELY UPON RECEIPT. ADJUSTMENT MUST BE MADE WITHIN 14 DAYS OF INVOICE DATE. UNAUTHORIZED RETURNS WITHOUT A RETURN NUMBER WILL NOT BE ACCEPTED. NO EXCEPTIONS. CREATE A SUPPORT TICKET ONLINE TO REPORT PROBLEMS."As for his complaint about us not answering phone calls, our phone answers with a voice greeting that instructs them to go to the website to use the support ticket system which he did. Comments
Staff
Saber Cycle
We sell strictly Gold Wing
spare parts - not Suzuki. These GL1500 gasket kits have been handled
several times since purchasing them from our distributor - when they
were received, when we put our own part number on them and when we pick
orders. We would've noticed a Suzuki kit. Your invoice instructed
reporting problems with your order within 14 days of receipt which was
back in January of this year.
October 03, 2014 12:06 PM
[redacted]
I ordered a gl 1500 gasket set 81-412
and recieved a [redacted]/1 suzuki gs 1000 gasket set.Please call
[redacted] at [redacted] ext 4573 at work or ###-###-#### cell.
I am rejecting your response because the diaphragm will not seal because of the rip and will not seal to create a vacuum so the slides can Not move then what good is this diaphragm, you sold me a bad diaphragm in which I can not use, And I did not rip it, I INSPECTED RIGHT OUT OF THE BOX AND YES THERE WAS A STICKER ON BOX THAT INDICATED THAT IT WAS INSPECTED. (NOT)
The customer fails to provide one major detail in the reason for her order's nondelivery. She provided an address that did not have a mail receptacle. The parcel shipped on July 6 was returned to us on July 15 and we attempted to notify her about the situation to the email on the order that day and...
then on July 17, we left a voice message at the phone number on the order. The customer had several opportunities to notify us of address
issues prior to our shipping. She received by email an order
confirmation when the order was placed, another email with shipping
address and tracking number and a third email that included the invoice.
We could've redirected the parcel even after it shipped had we known the situation. This is not the first time a customer has given us a bad address
and typically they apologize and are happy to pay for the postage to
reship but not so in the case of this customer who continued to negate
responsibility with excuses about not receiving emails and about assuming
we would ship by [redacted] (the default) when in fact she chose [redacted] Priority
mail. On the eve of July 29, she finally contacted us by email: "My name is [redacted]
[redacted], and I ordered a valve cover from your company. I
assumed it would be through [redacted], so I gave you my street
address, so they could drop it off at the door. Please
forgive my misunderstanding. I have been trying to call and
contact saber cycle via phone, but there has been no answers
for a few days now, and the message service will not take
messages. Please forward the parcel to [redacted]."She evidently listened to our phone greeting which instructs customers to use our support ticket system because the next morning she opened a ticket under the name [redacted] (the person the order was shipped to) but identified herself as [redacted] and added "I have been trying to contact your company for a couple weeks. Your
phone is not taking messages and your not responding to my emails.....If you have any questions and we miss contact, please leave a legitimate
phone number or email where you can be reached, as you phone is not
taking any messages." The contact email and phone number she provided was the same as that on the order.We informed her that "we cannot forward your order. The postage has been spent and
more postage will need to be purchased to create a new label with a
different address. We can send you a money request via Paypal for the
postage to reship." She responded "I never received any of the emails you said you sent me, and your
phone service isn't working. At this second I am calling the number you
left and it jus informed me once again that you are not takeing messages
at this time. Please just return my money."We informed her that "The postage has been spent so we will refund the amount of the valve covers minus a 25% restock fee." then she threatened, "No, and if you do not return all my money, you can take shipping, I am a
stay at home mom ,and I will write bad reviews for you under several
different alias's until I reach 200 reviews or more."We reminded her, "You had the
opportunity to pay for reshipping which you chose not to do. The sales
policies you agreed to state there is a 25% restock fee for returned
merchandise that is not defective or incorrect. We don't cater to bullies." Then a second person with a different last name introduced himself in the support ticket thread claiming to be her husband and the person who made the purchase which was not true. He demanded that we tell him how we plan to resolve the situation as "My wife has been trying to resolve this issue and been treated unprofessionally". We told him that it has been resolved according to her wishes.He countered with, "[redacted] specifically declined your offer of refunding 75% of the
original amount. You put funds back into our account against our
explicit instruction. She requested to speak with a manager, not for you
to make an executive decision regarding our family finances. There is a
25% restocking fee on RETURNED merchandise. However, this merchandise
was never received so by definition cannot be returned. This is simply a
matter of cancelling an order that was placed and never fulfilled."We reminded him that we reserve the right to a restock fee as posted in our sales polices: "A 25%
restock fee will be imposed on returns if we are not allowed to
replace." We have gone over and beyond on this transaction, shipping the
order expeditiously only to have it returned to us, followed by
attempts to contact the customer to remedy the situation and get it to
its destination. When the customer was notified of the 25% restock fee,
she chose to threatened to damage our reputation instead of merely
informing us that she changed her mind and would prefer to pay for the
postage to reship. Now we must unpack the parcel, put the product back
in inventory and update our inventory system accordingly and post
credits on the payment gateway to the customer for the return. Your credit card account was refunded $105 of the $140 price on
the valve covers on Friday (July 30) so you should see the credit in a couple days
on your account. If you want the valve covers, you will need to reorder
and we will refund the remaining $35."As of this week, the customer(s) has contacted us about sending a money order for the $105 plus shipping. They do not want to place a second order because they do not trust us to refund the $35. We told them they would need to send a money order for $124.39 ($105 + $19.39 [redacted]).
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved] Complaint: [redacted] I am rejecting this response because: I do not agree with their response they are crooks and took my money and sent me the wrong parts then they imply that im being dishonest about the item I received and how long I took to say anything .I had torn the muscle from my left arm and had to have surgery to repair it thats why I waited to open the box I couldnt do any work Regards, [redacted]
When this customer first complained via our support ticket system, he demanded a full refund and never once asked for replacement gaskets that were just two items of the many different gaskets, seals and o-rings in the 82-kit he purchased We have sold about a thousand of these head gaskets separately and in engine gasket kits within the last yearOf sales, we have received complaints from 1% which is hardly indicative of any defectSome customers have admitted to installing the gaskets incorrectlyWe received returned head gaskets that had obviously been mishandledWe are sticking to our policies of no refunds but we will send out replacementsAs for the comments coming from the forums, we've challenged the negative rhetoric about us on one forum and a sucks.com site that was at one time promoted on that forum years agoWe began suggesting that they were bordering on libel due to the outrageous claimsWe have an email from a frustrated moderator who admitted that the culture on his forum was such that nobody was allowed to say anything good about usSome of their members are small dealers and consequently our competitorsThey caught the forum member who had lied about creating the sucks.com and the site disappeared overnight We were told he did it to be "one of the boys" and gave us his name so we could sue which we chose not to doOn our home page, we have a list a page of dealers and shops who have bought our parts to install on their customer's bikes which says something about our product integrityThis list has not been updated in over a year so the list could be longer.http://www.saber-cycle.com/store/Dealers.htmlIn conclusion, we are truly sorry for the problems the customer incurred during his engine rebuild but we will not be bullied and are sticking to our policies offering no refund in this case
This customer made this purchase on Ebay which is a nonreturnable item clearing posted on the listingHe has not chosen not to go through eBay to appeal our refusal of a return This is the Ebay listing: [redacted] We refute that this customer has proven that the "fuel seals" do not fit his GLHe never provided a picture to physically prove the fuel tube seals do not fit.We told this customer that we have sold sets of fuel seals and have received only one previous complaint because that customer was not installing them in the right place.His argument is based on the fact that we sell the same fuel seal for two different models, GLand GL1100, which he maintains cannot be because they have two different carburetorsHonda sells OEM [redacted] gasket kit for GLand [redacted] gasket kit for GLfor the two different carburetorsHowever, these kits contain a common fuel tube seal which Honda has never sold separatelyThese fuel seals do not install in the carburetor but are situated in a passage between the carbs and air chamberSee attached picture comparing our [redacted] fuel tube o-rings with the fuel seals in the OEM kits We challenged the customer to get out his calipers but instead he provides a number of links from Randakk's site to prove his point making one wonder why this customer didn't buy from Randakk in the first placeHe further reports that only fuel seals are required and so on then makes this statement "Short of my taking carburetors from a gland glapart, taking pictures and sending them to you I don't see how else I can prove my point." Which begs the question, why didn't he? His four carburetors had to be removed from his motorcycle then broken away from the air chamber to insert the fuel seals that he received from usWhy didn't he take a pic on the spot to prove his point? See attached Ebay dialogWe could've given this customer a refund and moved on but he brought in Randakk, a third party and competitor of ours, who has made several public attempts to discredit us over the yearsHe and his cronies launched a SaberCycleSucks.com website back in 2008-This site urged readers to shop at about four different businesses and Randakk was one.Thankfully, we had supporters who figured out who the culprit was and called him outThe sucks site that was housed on this person's personal server was immediately taken downConsequently, we do not believe this issue would've ended with a returnOn Feb9, [redacted] of Randakks contacted me on the website of another unrelated business I own wanting to do me a favor which I can forward upon requestOn Feb11, we received a mailed letter from this customer declaring that he has purchased SabreCyclesucks.com with a threat that he intends to tell the world about our failure in this transaction See attached letter We do have the carburetors of the GLand GLsitting on a shelf in a warehouse and can prove where these fuel seals go and why are need for both modelsWe are in the process of creating a video for YouTubeThe video is shot but unfortunately we could not get the video ready for showtime for our Revdex.com responseIn conclusion, we believe this complaint is not a customer issue but rather another attempt by competitors to discredit us
This customer did not just buy head gasketsHe purchased at 82-Top Engine Gasket Set indicating that the engine of his GLAspencade had been neglected and not in pristine conditionWe can appreciate the customer's frustration in working on a year-old engine but we cannot take responsibility if a customer misses any of the steps to ensure a correct installation.Were the heads cleaned of all carbon and old gasket material prior to the installation?Can this customer provide a mechanist report that the heads were checked for warpage with a straight edge and feeler gauges?Were the head gaskets lined up properly with all the holes and cylinders?Was the side of the head gasket with the widest cylinder ring applied to the block so they would crush properly?Were the head bolts cranked down in the proper sequence? Was the o-ring replaced on the coolant pipe joint and the bolts that secure the coolant pipe joint to the cylinder head securely tightened?Unfortunately, a head gasket that has not been installed correctly cannot be reinstalled like some gaskets because the cylinder rings are crushed and consequently useless
We have dealt with this customer on our support ticket system and a Paypal chargebackWe are not accepting his claimThe item's image has been uploaded for referenceWe began getting customer complaints a few years ago about rips and pin holesHow could we know that the customer did not mishandle the diaphragm? We began opening the boxes on the shelf and inspecting and we found pin holes and a few ripsAs we told this customer, we now inspect each and every one by holding it up to a light and stretching out the diaphragm to look for even tiny pin holesThose that pass inspection have a sticker with inspection date applied to the box to seal itThe customer complaints have stoppedWe gave this customer benefit of the doubt by asking if the parcel was damaged because every order is insured for damage or loss but he insisted that it was torn when we opened the boxAfter we rejected his complaint and received his threats, we reviewed his purchases and discovered he bought [redacted] on June then bought a second one on June First he wanted replacementOn Paypal, he asked for full refundThe communications thread on our support ticket system is as follows: Conversations [redacted] Jun 04:pm You leave me no chose, I am going to report your coto the better business Burro, and to E-bay which I will give your co the lowest Marks, and to paypal, I am out you know money does't grow on TREES KNOW I HAVE TO BUY A NEW ONE & NOT FROM YOUR RIPP OFF COWHICH I READ ABOUT I BELEAVE NOW YOUR REPUTATION IS GOING TO THE WAY SIDESIGNED VERY UPSET PERSON Staff Jun 10:am After we received our first customer complaint a few years ago, we began inspecting each and every slide diaphragm to make certain the diaphragm had no defects prior to shippingWe can show you the pile of diaphragms that did not pass our inspectionConsequently, we have eliminated customer complaints regarding tears or pin holes which is an inconvenience to all partiesEvery order is insured against damage and loss in transitYour declaration that you opened and found the diaphragm ripped is unacceptable because we have done due diligence to even look for pin holes and recorded the date of our inspection on the sticker applied to the package [redacted] Jun 12:am So what you are telling me that I am lying to you, I am telling you the truth, I opened package & inspected the Item, And there is a rip in the Diaphragm, I am telling you the truth, I AM GOING TO REPORT YOU TO Paypal, I am the Customer, Customer is always rightWHAT SCHOOL DID YOU GO TOSIGNED A VERY UPSET CUSTOMERYou are also saying I am mistaking, I am telling you I am NOTYOU JUST LOST A GOOD CUSTOMER Staff Jun 09:pm ***, We inspect each and every one prior to shipping and we add our inspection sticker to the box recording we did soThe inspection includes holding the diaphragm up to the light and pulling at it while looking for pin holesYou are mistakenA rip would never have passed our inspection*** [redacted] Jun 05:pm -------------------------------------------- On Mon, 6/12/17, Staff (Saber Cycle Support) < [redacted] > wrote: Subject: [Saber Cycle Support] Re: need to return part which I just received today faulty part has a rip in diaphragm To: " [redacted] " < [redacted] > Date: Monday, June 12, 2017, 2:PM Diaphragm which I just received from you today, I inspected it and diaphragm has a rip in it, I can't use this it is totally useless to me, need to return & can you please send me a new one ? Thanks [redacted] Staff Jun 04:pm What is the problem? [redacted] Jun 04:pm Carburetor slide diaphragm GL # [redacted] INVOICE # [redacted]
If we were packing *** right off the shelf to fulfill orders, our response would be differentHowever, as stated previously, we inspect each and every *** by holding it up to a light and stretching out the diaphragm to look for even tiny pin holesThose that pass inspection have a sticker with inspection date applied to the box to seal itConsequently, the customer complaints have stoppedWe gave this customer benefit of the doubt by asking if the parcel was damaged because every order is insured for damage or loss but he insisted that it was torn when we opened the box.We cannot accept the customer's claim given our diligence in inspecting each one prior to shipping to ensure that every customer gets an *** that creates a vacuum
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the responseIf no reason is received your complaint will be closed Administratively Resolved]
Complaint: ***
I am rejecting this response because:
I USED EVERY MEASURE TO INSTALL YOUR PRODUCT CORRECTLY AND HAVE SINCE ORDER THE OEM GASKETS AND THE BIKE IS RUNNING FINE I CLEANED ALL SUFACES AND INSTALLED YOUR GASKETS THEN TORQUED THEM TO FOOT POUNDS EVEN BEFORE ENGINE WAS STARTED I PUT THE ANTIFREEZE BACK IN THE RADIATOR AND NIAGRA FALLS CAME OUT OF THE HEAD GASKETSYOUR PRODUCT WAS FAULTY FROM THE TIME IT WAS MADE. TO THEM SITTING ON MY BENCH AS A REMINDER TO GOOGLE ALL FORUMS BEFORE I PURCHASE A NON OEM PRODUCT...YOU HAVE NUMEROUS FORUMS THAT SAY DO NOT BUY ANYTHING FROM YOUR COMPANY , AND I THINK IT IS A SHAME THAT YOU DONT EVEN ACCEPT PHONE CALLS FROM YOU CUSTOMERS..I WOULD LIKE A FULL REFUND FOR THE DEFECTIVE PRODUCTS YOU SENT ME THAT IS THE ONLY OPTION OF SATISFACTION I WILL ACCEPT AS THAT IS THE ONLY THING YOU CAN DO IN THIS SITUATION
Regards,
*** ***
Please accept our apology for the delayed responseWe did not respond to this customer's support ticket because of an employee who was placed in charge of managing the tickets but was picking and choosing which tickets to respond to.Head gaskets are not warranteedOur customers are primarily DIY
and there are too many variables to making sure they seal correctlyOur FAQ deals with this issue:http://www.saber-cycle.com/store/FAQ32.htmlThe customer complains that "THE CYLINDER PART OF THE GASKET WAS THICKER THAN GASKET MATERIAL" but that ring is made of material that easily crushes around the cylinder opening.Again, we apologize for this customer's complaint not being addressed on our website and have taken steps to insure the situation will not happen again
When this customer first complained via our support ticket system, he demanded a full refund and never once asked for replacement gaskets that were just two items of the many different gaskets, seals and o-rings in the 82-415 kit he purchased. We have sold about a thousand of these head gaskets separately and in engine gasket kits within the last year. Of 1000 sales, we have received complaints from 1% which is hardly indicative of any defect. Some customers have admitted to installing the gaskets incorrectly. We received returned head gaskets that had obviously been mishandled. We are sticking to our policies of no refunds but we will send out replacements. As for the comments coming from the forums, we've challenged the negative rhetoric about us on one forum and a sucks.com site that was at one time promoted on that forum years ago. We began suggesting that they were bordering on libel due to the outrageous claims. We have an email from a frustrated moderator who admitted that the culture on his forum was such that nobody was allowed to say anything good about us. Some of their members are small dealers and consequently our competitors. They caught the forum member who had lied about creating the sucks.com and the site disappeared overnight. We were told he did it to be "one of the boys" and gave us his name so we could sue which we chose not to do. On our home page, we have a list a page of dealers and shops who have bought our parts to install on their customer's bikes which says something about our product integrity. This list has not been updated in over a year so the list could be longer.http://www.saber-cycle.com/store/Dealers.htmlIn conclusion, we are truly sorry for the problems the customer incurred during his engine rebuild but we will not be bullied and are sticking to our policies offering no refund in this case.
This customer did not just buy head gaskets. He purchased at 82-415 Top Engine Gasket Set indicating that the engine of his 1986 GL1200 Aspencade had been neglected and not in pristine condition. We can appreciate the customer's frustration in working on a 29 year-old
engine but we cannot take responsibility if a customer misses any of
the steps to ensure a correct installation.Were the heads cleaned of all carbon and old gasket material prior to the installation?Can this customer provide a mechanist report that the heads were checked for warpage with a straight edge and feeler gauges?Were the head gaskets lined up properly with all the holes and cylinders?Was the side of the head gasket with the widest cylinder ring applied to the block so they would crush properly?Were the head bolts cranked down in the proper sequence? Was the o-ring replaced on the coolant pipe joint and the bolts that secure the coolant pipe joint to the cylinder head securely tightened?Unfortunately, a head gasket that has not been installed correctly
cannot be reinstalled like some gaskets because the cylinder rings are
crushed and consequently useless.
This customer made this purchase on Ebay which is a nonreturnable item clearing posted on the listing. He has not chosen not to go through eBay to appeal our refusal of a return. This is the Ebay...
listing:[redacted]We refute that this customer has proven that the "fuel seals" do not fit his GL1100. He never provided a picture to physically prove the fuel tube seals do not fit.We told this customer that we have sold 600 sets of 4 fuel seals and have received only one previous complaint because that customer was not installing them in the right place.His argument is based on the fact that we sell the same fuel seal for two different models, GL1000 and GL1100, which he maintains cannot be because they have two different carburetors. Honda sells OEM [redacted] gasket kit for GL1100 and [redacted] gasket kit for GL1000 for the two different carburetors. However, these kits contain a common fuel tube seal which Honda has never sold separately. These fuel seals do not install in the carburetor but are situated in a passage between the carbs and air chamber. See attached picture comparing our [redacted] fuel tube o-rings with the fuel seals in the OEM kits. We challenged the customer to get out his calipers but instead he provides a number of links from Randakk's site to prove his point making one wonder why this customer didn't buy from Randakk in the first place. He further reports that only 2 fuel seals are required and so on then makes this statement "Short of my taking carburetors from a gl1000 and gl1100 apart, taking pictures and sending them to you I don't see how else I can prove my point." Which begs the question, why didn't he? His four carburetors had to be removed from his motorcycle then broken away from the air chamber to insert the fuel seals that he received from us. Why didn't he take a pic on the spot to prove his point? See attached Ebay dialog. We could've given this customer a refund and moved on but he brought in Randakk, a third party and competitor of ours, who has made several public attempts to discredit us over the years. He and his cronies launched a SaberCycleSucks.com website back in 2008-09. This site urged readers to shop at about four different businesses and Randakk was one.Thankfully, we had supporters who figured out who the culprit was and called him out. The sucks site that was housed on this person's personal server was immediately taken down. Consequently, we do not believe this issue would've ended with a return. On Feb. 9, [redacted] of Randakks contacted me on the website of another unrelated business I own wanting to do me a favor which I can forward upon request. On Feb. 11, we received a mailed letter from this customer declaring that he has purchased SabreCyclesucks.com with a threat that he intends to tell the world about our failure in this transaction. See attached letter. We do have the carburetors of the GL1000 and GL1100 sitting on a shelf in a warehouse and can prove where these fuel seals go and why 4 are need for both models. We are in the process of creating a video for YouTube. The video is shot but unfortunately we could not get the video ready for showtime for our Revdex.com response. In conclusion, we believe this complaint is not a customer issue but rather another attempt by competitors to discredit us.
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
I DONT NEED ANY RESPONSE BACK FROM SABRE CYCLE I WOULD JUST LIKE TO SAY ANY BUSINESS THAT DOESNT WANT TO TALK TO THIER CUSTOMERS DIRECTLY,, LIKE ACTUALLY ANSWER THE PHONE OR RETURN A PHONE CALL FROM AN EMAIL, IS IN MY BOOK DISREPECTFUL.. AGAIN I DONT NEED A RESPONSE I WILL NEVER BUY FROM SABRE CYCLE AGAIN AND I WILL TELL MY MOTORCYCLE FRIENDS NEVER TO BUY FROM THEM ALSO.HAVE A GREAT DAY.[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
I do not agree with their response they are crooks and took my money and sent me the wrong parts then they imply that im being dishonest about the item I received and how long I took to say anything .I had torn the muscle from my left arm and had to have surgery to repair it thats why I waited to open the box I couldnt do any work.
Regards,
[redacted]
[To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]
Complaint: [redacted]
I am rejecting this response because:
Regards,
[redacted]
YES I INSTALLED EVERYTHING CORRECTLY AS I PREVIOUSLY STATED I HAVE SINCE PURCHASED OEM HEAD GASKET KIT AND HAVE IN INSTALLED THEM PROPERLY AND HAVE NO ISSUES AT THIS TIME AS BIKE IS RUNNING IN PRESTINE CONDITION.. I FEEL THAT THE INFERIOR PRODUCT SABRE CYCLE SOLD ME CAUSED MORE TIME AND EFFORT THAN THEIR PRODUCT WAS WORTH. AS I HAD TO REINSTALL OEM PRODUCT AND DO ALL THE WORK OVER AGAIN. I STILL FEEL THEY SHOULD REFUND MY MONEY ACCORDINGLY..AS A NOTE TO Revdex.com AND SABRE CYCLE AFTER REVIEWING THE INTERNET AND THE GOLDWING FORUMS EVERYONE SAYS NOT TO BUY FROM SABRE CYCLE, I WISH I WOULD HAVE DONE MY RESEARCH BEFORE SPENDING MY MONEY . SO IF YOU WONT REFUND MY MONEY AS YOU SHOULD THEN I GUESS I WILL BECOME ONE OF THE COUNTLESS PEOPLE WARNING AGAINST BUYING FROM SABRE CYCLE ..STEVE SAUNDERS GOLDWING PAGEGOLDWING DOCS .COM JUST A COUPLE OF REFERENCES
We have dealt with this customer on our support ticket system and a Paypal chargeback. We are not accepting his claim. The item's image has been uploaded for reference. We began getting customer complaints a few years ago about rips and pin holes. How could we know that the customer did not...
mishandle the diaphragm? We began opening the boxes on the shelf and inspecting and we found pin holes and a few rips. As we told this customer, we now inspect each and every one by holding it up to a light and stretching out the diaphragm to look for even tiny pin holes. Those that pass inspection have a sticker with inspection date applied to the box to seal it. The customer complaints have stopped. We gave this customer benefit of the doubt by asking if the parcel was damaged because every order is insured for damage or loss but he insisted that it was torn when we opened the box. After we rejected his complaint and received his threats, we reviewed his purchases and discovered he bought [redacted] on June 5 then bought a second one on June 9. First he wanted replacement. On Paypal, he asked for full refund. The communications thread on our support ticket system is as follows: Conversations [redacted] Jun 14 04:39 pm You leave me no chose, I am going to report your co. to the better business Burro, and to E-bay which I will give your co the lowest Marks, and to paypal, I am out 59.00 you know money does't grow on TREES KNOW I HAVE TO BUY A NEW ONE & NOT FROM YOUR RIPP OFF CO. WHICH I READ ABOUT I BELEAVE NOW . YOUR REPUTATION IS GOING TO THE WAY SIDE. SIGNED VERY UPSET PERSON. Staff Jun 14 10:18 am After we received our first customer complaint a few years ago, we began inspecting each and every slide diaphragm to make certain the diaphragm had no defects prior to shipping. We can show you the pile of diaphragms that did not pass our inspection. Consequently, we have eliminated customer complaints regarding tears or pin holes which is an inconvenience to all parties. Every order is insured against damage and loss in transit. Your declaration that you opened and found the diaphragm ripped is unacceptable because we have done due diligence to even look for pin holes and recorded the date of our inspection on the sticker applied to the package. [redacted] Jun 14 12:07 am So what you are telling me that I am lying to you, I am telling you the truth, I opened package & inspected the Item, And there is a rip in the Diaphragm, I am telling you the truth, I AM GOING TO REPORT YOU TO Paypal, I am the Customer, Customer is always right. WHAT SCHOOL DID YOU GO TO. SIGNED A VERY UPSET CUSTOMER. You are also saying I am mistaking, I am telling you I am NOT. YOU JUST LOST A GOOD CUSTOMER. Staff Jun 13 09:55 pm [redacted], We inspect each and every one prior to shipping and we add our inspection sticker to the box recording we did so. The inspection includes holding the diaphragm up to the light and pulling at it while looking for pin holes. You are mistaken. A rip would never have passed our inspection. [redacted] Jun 12 05:32 pm -------------------------------------------- On Mon, 6/12/17, Staff (Saber Cycle Support) <[redacted]> wrote: Subject: [Saber Cycle Support] Re: need to return part which I just received today faulty part has a rip in diaphragm To: "[redacted]" <[redacted]> Date: Monday, June 12, 2017, 2:29 PM Diaphragm which I just received from you today, I inspected it and diaphragm has a rip in it, I can't use this it is totally useless to me, need to return & can you please send me a new one ? Thanks [redacted] Staff Jun 12 04:29 pm What is the problem? [redacted] Jun 12 04:17 pm Carburetor slide diaphragm GL 1500 # [redacted] INVOICE # [redacted]
We honestly thought we'd responded to this customer's October 3 support ticket. After reviewing the ticket, we see that it was not checked so he could view it unfortunately. We express our sincere apologies. The support ticket info is cut and pasted below under the Comments heading. As we explained,...
we sell Honda Gold Wing only on Saber-Cycle.com. There are no Suzuki parts in this warehouse. To give the customer benefit of the doubt, we reviewed the distributor's invoice and there is no Suzuki number listed. If our distributor had sent us the wrong part, we would've notice it when we received it or when we put our part number on it or when we placed the stock in the bin, as well as when we handled again for fulfilling an order. This is the product.http://www.saber-cycle.com/store/product766.htmlGiven that, it is amazing that this customer is complaining about receiving the wrong merchandise on October 3 nearly 9 months after he placed the order on January 10 which he would've received about 3-4 days later. We have a sentence on our invoice just below the total that states:"EXAMINE GOODS IMMEDIATELY UPON RECEIPT. ADJUSTMENT MUST BE MADE WITHIN 14 DAYS OF INVOICE DATE. UNAUTHORIZED RETURNS WITHOUT A RETURN NUMBER WILL NOT BE ACCEPTED. NO EXCEPTIONS. CREATE A SUPPORT TICKET ONLINE TO REPORT PROBLEMS."As for his complaint about us not answering phone calls, our phone answers with a voice greeting that instructs them to go to the website to use the support ticket system which he did. Comments
Staff
Saber Cycle
We sell strictly Gold Wing
spare parts - not Suzuki. These GL1500 gasket kits have been handled
several times since purchasing them from our distributor - when they
were received, when we put our own part number on them and when we pick
orders. We would've noticed a Suzuki kit. Your invoice instructed
reporting problems with your order within 14 days of receipt which was
back in January of this year.
October 03, 2014 12:06 PM
[redacted]
I ordered a gl 1500 gasket set 81-412
and recieved a [redacted]/1 suzuki gs 1000 gasket set.Please call
[redacted] at [redacted] ext 4573 at work or ###-###-#### cell.
October 03, 2014 08:34 AM
I am rejecting your response because the diaphragm will not seal because of the rip and will not seal to create a vacuum so the slides can Not move then what good is this diaphragm, you sold me a bad diaphragm in which I can not use, And I did not rip it, I INSPECTED RIGHT OUT OF THE BOX AND YES THERE WAS A STICKER ON BOX THAT INDICATED THAT IT WAS INSPECTED. (NOT)
The customer fails to provide one major detail in the reason for her order's nondelivery. She provided an address that did not have a mail receptacle. The parcel shipped on July 6 was returned to us on July 15 and we attempted to notify her about the situation to the email on the order that day and...
then on July 17, we left a voice message at the phone number on the order. The customer had several opportunities to notify us of address
issues prior to our shipping. She received by email an order
confirmation when the order was placed, another email with shipping
address and tracking number and a third email that included the invoice.
We could've redirected the parcel even after it shipped had we known the situation. This is not the first time a customer has given us a bad address
and typically they apologize and are happy to pay for the postage to
reship but not so in the case of this customer who continued to negate
responsibility with excuses about not receiving emails and about assuming
we would ship by [redacted] (the default) when in fact she chose [redacted] Priority
mail. On the eve of July 29, she finally contacted us by email: "My name is [redacted]
[redacted], and I ordered a valve cover from your company. I
assumed it would be through [redacted], so I gave you my street
address, so they could drop it off at the door. Please
forgive my misunderstanding. I have been trying to call and
contact saber cycle via phone, but there has been no answers
for a few days now, and the message service will not take
messages. Please forward the parcel to [redacted]."She evidently listened to our phone greeting which instructs customers to use our support ticket system because the next morning she opened a ticket under the name [redacted] (the person the order was shipped to) but identified herself as [redacted] and added "I have been trying to contact your company for a couple weeks. Your
phone is not taking messages and your not responding to my emails.....If you have any questions and we miss contact, please leave a legitimate
phone number or email where you can be reached, as you phone is not
taking any messages." The contact email and phone number she provided was the same as that on the order.We informed her that "we cannot forward your order. The postage has been spent and
more postage will need to be purchased to create a new label with a
different address. We can send you a money request via Paypal for the
postage to reship." She responded "I never received any of the emails you said you sent me, and your
phone service isn't working. At this second I am calling the number you
left and it jus informed me once again that you are not takeing messages
at this time. Please just return my money."We informed her that "The postage has been spent so we will refund the amount of the valve covers minus a 25% restock fee." then she threatened, "No, and if you do not return all my money, you can take shipping, I am a
stay at home mom ,and I will write bad reviews for you under several
different alias's until I reach 200 reviews or more."We reminded her, "You had the
opportunity to pay for reshipping which you chose not to do. The sales
policies you agreed to state there is a 25% restock fee for returned
merchandise that is not defective or incorrect. We don't cater to bullies." Then a second person with a different last name introduced himself in the support ticket thread claiming to be her husband and the person who made the purchase which was not true. He demanded that we tell him how we plan to resolve the situation as "My wife has been trying to resolve this issue and been treated unprofessionally". We told him that it has been resolved according to her wishes.He countered with, "[redacted] specifically declined your offer of refunding 75% of the
original amount. You put funds back into our account against our
explicit instruction. She requested to speak with a manager, not for you
to make an executive decision regarding our family finances. There is a
25% restocking fee on RETURNED merchandise. However, this merchandise
was never received so by definition cannot be returned. This is simply a
matter of cancelling an order that was placed and never fulfilled."We reminded him that we reserve the right to a restock fee as posted in our sales polices: "A 25%
restock fee will be imposed on returns if we are not allowed to
replace." We have gone over and beyond on this transaction, shipping the
order expeditiously only to have it returned to us, followed by
attempts to contact the customer to remedy the situation and get it to
its destination. When the customer was notified of the 25% restock fee,
she chose to threatened to damage our reputation instead of merely
informing us that she changed her mind and would prefer to pay for the
postage to reship. Now we must unpack the parcel, put the product back
in inventory and update our inventory system accordingly and post
credits on the payment gateway to the customer for the return. Your credit card account was refunded $105 of the $140 price on
the valve covers on Friday (July 30) so you should see the credit in a couple days
on your account. If you want the valve covers, you will need to reorder
and we will refund the remaining $35."As of this week, the customer(s) has contacted us about sending a money order for the $105 plus shipping. They do not want to place a second order because they do not trust us to refund the $35. We told them they would need to send a money order for $124.39 ($105 + $19.39 [redacted]).