Poor customer service from NX

[01 RT SNAKE]

I ordered a fuel pressure gauge from Tbyrne Motorsports in December 2007 for $59.99. I put the gauge on my car in late January 2008. The gauge worked great for about a month before it went bad. The gauge was stuck and would no longer read the fuel pressure (seal went bad).

I sent the gauge back to NX two weeks ago and received a phone call from Craig. Craig advised me that the gauge was 8 YEARS OLD! I tried to call Tbyrne and all their lines are disconnected. I did a search and found that they recently went out of business.

I called Craig back and advised him that Tbyrne was no longer in business and that I felt like it was not my fault that Tbyrne sent me an 8 year old gauge. I thought that the warranty was effective from the date of purchase, not from the date of manufacturing?? Craig sort of agreed but said that if the gauge was 1-2 years old he'd be able to warranty it, however, due to it being so old, there was nothing he could do. He wants to charge me dealer cost for a new gauge ($32.46).

Take it for what it's worth, NX could have had me on here saying how much they kick ass and that they made another happy customer. Instead, they bought $32.46 worth of internet backlash. I'll be buying a new gauge from a different manufacturer.

Mike
2001 RT/10

 

[plumcrazy]

shoulda bought it from nitro dave......

 

[IEATVETS]

Customer service and product support after the sale went down the crapper years ago in favor of the almighty mammu!! I agree with you 100%. Take your business elsewhere, that is what I do when I get treated poorly.
Here is an example for all of you. For those of you that wear Nike tennis shoes, look on the tongue of either shoe and you will see a "manufacture" date. I bought a pair of Nike shoes last year in Washington DC and they squeeked when I walked. I call up Nike to get a new pair under warranty and the lady told me to tell her the date on the tongue, which I did. The date was something like 10/12/02. She told me that Nike would not warranty the shoe because they were past the warranty. I JUST BOUGHT THEM!! A multi billion a year company wasn't going to warranty the shoes that cost $55...probably $15 to make. I told her to take these shoes shove em', I will never buy Nike shoes again and hung up.
Sorry to get into my dealings but speak with your wallet, there are plenty of others out there to buy from.

 

[01 RT SNAKE]

When I blew up my FJO computer (totally my fault) I called them and told them what I did. Their customer service rep thanked me for being honest and said that he'd sell me another one for $100. This is 1/3 the cost and he did it to make me happy. I would buy another FJO product in a heartbeat because of this.

I suspect in the case of the fuel pressure gauge, T Byrne must have been cleaning the shelves before he closed up shop? How does someone sell something 8 year old as brand new??

Mike

 

[Paul Hawker]

If the gauge was indeed 8 years old, the offer to sell you a new one for cost was probably quite fair.

 

[plumcrazy]

not really. its NOT his fault the part sat on the shelf for that time.....

 

[kcobean]

If an item has a shelf-life, it should be manufactured with a born-on date and this should be clearly mentioned on the packaging or materials sent with it so people know not to buy it if it has "expired" (and/or dealers know not to sell it).

Refusing to eat a measly $34 on any product in the after-market automotive industry is not smart, particularly when there are companies like Ab/qualitywires.com that replaced an entire set of plug wires after I coolant-soaked my #10 wire and inquired about purchasing just the one wire. You can be sure I'll never by another set of plug wires for my Viper anywhere else after experience like that. Now I know who NOT to buy a fuel-pressure gauge from too.

 

[Purdue_Boiler_Viper]

If the gauge was indeed 8 years old, the offer to sell you a new one for cost was probably quite fair.

If the manufacturer can't tell that it is that old (probable with a small supplier), then their offer is fair. For this amount of money, I would not fault the supplier who is trying to help on a part this old.

 

[V10SpeedLuvr]

I can't believe they won't eat the $35 and send you a free replacement. That could be an expensive $35 if they lose even one customer because of this thread.

 

[01 RT SNAKE]

Me: Hello, Tbyrne, yes, I'd like to order a fuel pressure gauge.

Tbyrne C.S. Rep: Yes sir, would you like a new gauge or one that was manufactured a year before your car was made?

Me: Hmmm.....are they the same price?

Tbyrne C.S. Rep: Yes sir.

Me: Are the warranties the same?

Tbyrne C.S. Rep: No sir, the 8 yr old model won't be covered when it fails in a month.

Me: Hmmm....well it sounds like I should take the new one, but I think I'll take the old one off your hands. I would really hate to see nobody buy it.

Tbyrne C.S. Rep: Good choice, sir, I'm sure you'll be most disappointed when it fails and NX decides to not cover the warranty because we let it sit for 8 years. Oh, by the way, we'll probably be out of business soon and you'll most likely be screwed out of your $59.99, but since you own a Viper, I'm sure this is just a minor inconvenience.

Me: Yes ma'am, you're right, I've got money coming out my A$$ and I would love to buy the same part again a month later. We Viper owners consider anything under $100 disposable.

Tbyrne C.S. rep: (laugh) That's funny, sir, I'll have your part dusted off and shipped out tomorrow. While I have you on the phone, can I interest you in some other stuff we need to liquidate before we shut down forever?

Me: No, thanks for asking. My credit card number is 4011-1234-4567-8900.

Tbyrne C.S. rep: Thanks for ordering from Tbyrne and you have a nice day....

 

[kcobean]

Me: Hello, Tbyrne, yes, I'd like to order a fuel pressure gauge.

Tbyrne C.S. Rep: Yes sir, would you like a new gauge or one that was manufactured a year before your car was made?

Me: Hmmm.....are they the same price?

Tbyrne C.S. Rep: Yes sir.

Me: Are the warranties the same?

Tbyrne C.S. Rep: No sir, the 8 yr old model won't be covered when it fails in a month.

Me: Hmmm....well it sounds like I should take the new one, but I think I'll take the old one off your hands. I would really hate to see nobody buy it.

Tbyrne C.S. Rep: Good choice, sir, I'm sure you'll be most disappointed when it fails and NX decides to not cover the warranty because we let it sit for 8 years. Oh, by the way, we'll probably be out of business soon and you'll most likely be screwed out of your $59.99, but since you own a Viper, I'm sure this is just a minor inconvenience.

Me: Yes ma'am, you're right, I've got money coming out my A$$ and I would love to buy the same part again a month later. We Viper owners consider anything under $100 disposable.

Tbyrne C.S. rep: (laugh) That's funny, sir, I'll have your part dusted off and shipped out tomorrow. While I have you on the phone, can I interest you in some other stuff we need to liquidate before we shut down forever?

Me: No, thanks for asking. My credit card number is 4011-1234-4567-8900.

Tbyrne C.S. rep: Thanks for ordering from Tbyrne and you have a nice day....

 

[V10SpeedLuvr]

My credit card number is 4011-1234-4567-8900

Anyone got Pemberton's cell phone #? I just decided to order an 08' ACR

 

[01 RT SNAKE]

Disclaimer: I made up the credit card number, I did not steal anyone's identity!. If it's someone's real Visa number, I'm very sorry You'll be getting quite a few Viper parts orders or possibly ****!!! I edited in case it happened to be real and there was some tweaker surfing the VCA in the past 10 minutes.

Mike

 

[RTTTTed]

I bought a NOS cheater system while in Vancouver area a few years ago. It was to go onto my 8 year 440 Custer project. About a year later I had the car running and painted and opened the package, then installed my Nitrous System. As soon as I opened the Nitrous bottle the injection plate under the carb started spraying. I checked everything, then removed the solenoid. Taking it apart I found that the seal inside the solenoid was useless and had an indentation that didn't line up with the solenoid valve - therefor it leaked brand new.

I called the company I bought it from and NOS but they said that since I bought it a year ago their warranties were null and void. Even though it was brand new and obviously came with a used solenoid in the shrink wrap there was no warranty. It cost me well over $100 after shipping and taxes.

SOOOOO, NOS sold me a brand new defective used solenoid packaged from the factory and refused to replace it or the defective parts. Nice, eh?

Do they care? NO. How do they know that I'm honest? They just assume that I'm trying to rip them off. In Reality, they ripped me off by selling me used, defective merchandise in a new package.

Ted

 

[FATHERFORD]

What craig did sounds fair to me.

That is a 8 year old gauge you bought from someone else. Can I buy a new car today, not drive it at all, and trade it in 8 years later for the latest model?

They were eating most of their profit to sell you that gauge if any at all. Some "dealer cost" is what they pay. I used to work for Nitro Daves and talked to ricky, craig, brian, and the others all the time at NX. Although I think brian and his wife went to work with someone else and ricky left to start his own business.

NX makes great quality products, more so then most other brands out there IMO.

Also, all solenoids now should have lifetime warrenty on them.

 

[01 RT SNAKE]

That is a 8 year old gauge you bought from someone else. Can I buy a new car today, not drive it at all, and trade it in 8 years later for the latest model?

The difference is that you know you're buying a "new" car, so you have no leg to stand on when you sit on it for 8 years and decide to sell it. I didn't ask for an 8 year old part. If I had, I think Craig's offer is very fair. If I had purchased the part in a "used" condition, I think his offer is fair. The gauge was sold to me "brand new" in the box and wrapped. We as customers cannot dictate how long parts are sitting on shelves, therefore, when they fail, all the manufacturer has to say is that it's outside their warranty period (even though it's technically brand new).

When you order food and they serve you something that been sitting around all day, are you going to just eat it or ask for your money back? You didn't ask for a burger that's been sitting under the lamp for hours, however, they still sold it to you. Some people **** it up and say nothing and some people ask for fresher food or a refund. If the business refuses to do either, you don't go back.

$32.46 is not going to break me and I doubt it would be the downfall of NX. I believe that there's honest everyday customers out there who expect to get what they paid for. Tbryne let me down by selling me such an old part and NX let me down by not looking at the totality of the circumstances.

Mike

 

[FATHERFORD]

The difference is that you know you're buying a "new" car, so you have no leg to stand on when you sit on it for 8 years and decide to sell it. I didn't ask for an 8 year old part. If I had, I think Craig's offer is very fair. If I had purchased the part in a "used" condition, I think his offer is fair. The gauge was sold to me "brand new" in the box and wrapped. We as customers cannot dictate how long parts are sitting on shelves, therefore, when they fail, all the manufacturer has to say is that it's outside their warranty period (even though it's technically brand new).

When you order food and they serve you something that been sitting around all day, are you going to just eat it or ask for your money back? You didn't ask for a burger that's been sitting under the lamp for hours, however, they still sold it to you. Some people **** it up and say nothing and some people ask for fresher food or a refund. If the business refuses to do either, you don't go back.

$32.46 is not going to break me and I doubt it would be the downfall of NX. I believe that there's honest everyday customers out there who expect to get what they paid for. Tbryne let me down by selling me such an old part and NX let me down by not looking at the totality of the circumstances.

Mike

I guess we can agree to disagree. I just don't see how NX is at fault for a item they sold 8 years ago that Tbryne had sittin on the shelf.

 

[kcobean]

I guess we can agree to disagree. I just don't see how NX is at fault for a item they sold 8 years ago that Tbryne had sittin on the shelf.

Would you expect that if you found and purchased a new, never-titled '05 Viper on a dealer lot that just never got sold its' warranty would be expired because the car was manufactured 36 months ago? Of course not, you'd expect the manufacturer honor the warranty starting at time of sale. If NX's warranty is good for one year from the time of manufacture or from the time of sale to a distributor then they should have a method to track (i.e. stamp a born on date on the device or on the packaging. That and they should state such in the documentation... or they should honor the warranty from the time of purchase by the consumer. Especially when you look at the ramifications of being a cheap-skate over a $34 part in todays age of instant communication and product/service review.

 

[plumcrazy]

tbyrne should man up and do him right more than NX should. all i know is its not his fault tbyrne can sell stuff in a timely manner.

another reason to deal with nitrodaves.

 

[kcobean]

tbyrne should man up and do him right more than NX should. all i know is its not his fault tbyrne can sell stuff in a timely manner.

another reason to deal with nitrodaves.

I would agree, if they were still in business.

 

[01 RT SNAKE]

Tbryne's response: "the number you have called has been disconnected or assigned to a different area code, please check the number and try again".

My rant is over. I just wanted everyone to know the experience I had with NX and to get some feedback from fellow Viper owners on what occurred. I'll purchase a new gauge and move on to the next phase in my life...