BTR / TOM Welch

[Tom Welch]

For The Record,

I spoke with "Freddie" late wednesday night from an Airport terminal in California, and after a short conversation he wanted to order a nitrous kit. I informed him of my situation and limited time to take his information and asked him to contact my wife with the order information. He never discussed payment method with me, and I mistakenly assumed he was paying by credit card. My wife took his order and informed me of his C.O.D. request upon my return from work yesterday. I should have called him then but forgot with other pressing issues and products to ship.

Needless to say, Freddie is now upset. Not nearly upset as I was once when I had a COD order refused and lost the freight charges plus incurred return freight charges along with the COD fee I pay as a shipper.

I pride myself on great customer service and the lowest prices in our industry. NOT shipping COD helps keep my prices down. Even "Jegs" the largest mail order house in the country charges extra for COD shipments. Heck, I even give an additional price break to those who pay by check!(saves me the credit card processing fees)

So Freddie, again I apologize and wish you the best with your viper.

Tom
Http://btrviper.com

 

[SoCal Rebell]

I ordered a set of Belanger headers and 3 " catbacks from Tom and got them 3 days later I guess every once in a while you get busy with testing and tuning to turn out a better product, and customer service may suffer but I believe that to be the exception rather then the rule.

 

[Brad04Mamba]

Boy, people are getting a little picky here. This should not even have been posted, you didn't even give Tom a chance to correct the situation. He's trying to take care of you, 3000 miles from home, sure if his wife is going to take orders maybe she should know his policies, but your complaining because you want him to do something he doesn't do, ship COD. This is like complaining because you call a company for service then complain "boy what bad customer service, they don't accept american express". Now I know in your mind Tom couldn't rectify the situation because you wanted to work on it this weekend, well maybe a little planning on your part is needed, instead of calling three days before you want something. Disclaimer, I appreciate posts on tuners when things are right, I have even stayed away from some because of feedback on this board, and also, I don't know Tom but have talked to him on the phone and have found him very helpful, even when he's calling me long-distance, anyway I think this post went over the line, just my .02

 

[SRTim]

I have had nothing but GREAT experiences with Tom Welch and BTR Viper. I recently had his nitrous system installed on my 98 GTS. He answered questions for my Viper tech and answered questions when I was having my car dynoed. Also, some parts of the kit were damaged during shipping, and he overnighted new ones to me at no extra charge. Tom always answers my e-mails and phone calls. He has been extremely helpful and his customer service is excellent in my eyes.


Tim

 

[treynor]

Similarly, I've received consistently excellent service from Tom and BTR. I have no hesitation recommending him to other Viper owners.

 

[jp]

Fast Freddie,

I'm sorry to hear that you have experienced bad service from Tom. I know his situation quite well, he's working traveling most of the weeks and despite that does he almost always get back with the requested information. I'm one of his most "exotic" customers, I live in the Northern Part of Sweden, far, far away. Yes, I've bougt a lot of stuff from Tom, some shipments have been late and some of them faster then expected. But the most important thing is the fact that Tom always gives honest and straight forward answers to you questions, he's always there to give you a helping hand "word" when the tuff guys gets going...

I'm buying parts from most of the Viper Companies, the best service so far from following:
PartsRack
BTR Viper
Autoform
Purner Racing
SnakeOyl
Archer Racing

Wish you best luck.
On my way to check out a 3 year storaged 68 RayBarton built SS/AA Baracuda

Cheers!