SteveWFL
Moderator
Posts: 27920
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posted December 16, 2009 03:51 PM
please accept my forgiveness for defending "OPPRACING.COM"
ZX-14.com, I can't remember who all it was that I went up against from this forum when a warning was given about OPPRACING.COM, but I defended the vendor and am asking forgiveness. I have been humbled. Not only did I not listen to you guys, I defended them. I've defended them on other forums regarding their carbon parts and such, or at least provided my "great past experiences" dealing with them.
I liked doing business with them and agreed they can use my bike on their web page to display their "Lightech" parts.
The short of it: I ordered a part on sale there. Then wanted to return it. They said usually no refunds/exchanges for "sale" items, but this time they will do an exchange. Promised the next day to e-mail me RA # and such. Not only did I here nothing from them the next day, when I called back finally they said "we can't help you, the part you want to exchange for is not in stock till early 2010". So I politely said "OK can you just give me a credit at OPP (so I could order it then). They said no. Now let me be fair and clear that technically they owe me nothing, but after clearly promising an exchange and me being a return customer, that just SUX!
Thank God its rare I bump into a vendor that does business this way, and thank God the bike industry is competitive.
Now I'm with you all that have clearly "warned" people about doing business with OPPRACING. I ask your forgiveness, and will be putting the word out in many forums. Some forums OPP sponsors, I'll be using the PM systems to friends only on those (in all fairness to OPP as paying sponsor). Some examples of the forums are 600RR.net, the R1 forum, Connie 14 forum, fireblade, BMW, and various track forums I'm on. And around the FL tracks word will be out as well.
Its been a learning lesson, and I'll be hesitate to debate anyone in the future that speaks about a "not so pleasant" business dealing with a vendor. Again I can't say OPPRACING did anything wrong, I can just promise I had a miserable experience with them.
In fairness to OPPRACING they will receive a copy of this post as well via e-mail.
Thanks, Steve
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2010 Concours14
'08 R1 YAMAHA
ZX14 gone!
CBR600RR track bike
  
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oppracing
Parking Attendant
Posts: 6
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posted December 16, 2009 04:36 PM
Hi Steve,
We do not feel the forums are an appropriate place to discuss individual orders, but when prompted to do so, we feel that we should share our side of the transaction.
You placed an order with us during a "Black Friday Sale" event, where items purchased are heavily discounted and treated as a Final Sale. The "final sale" condition is clearly stated at the bottom of the advertisement, copied below:
>>> All orders must be placed on starting on November 27/2009 (12:00AM -Pacific Standard Time) and ending on November 29th/2009 (11:59pm - Pacific Standard Time). Orders must be paid in full on these day. If the order is not placed and paid on these day it will not be subject to this pricing structure. Some items may not be in stock and will be brought in as requested (wait times vary). We will notify you of any items that are not in stock via email and/or phone. All sales are final, no refunds or exchanges for any sale items. All prices and discounts are subject to change.
A copy of the advertisement can be found online here:
http://www.oppracing.com/pages/blackfriday2009
In addition, during the check-out process where the item was ordered, the buyer is prompted to read the OPP Policy regarding Conditions of Sale, which again further states that all "Sale / Clearance Items are a final sale". In order to purchase, the buyer must check a box that says they have read & agree with the OPP terms & conditions of a sale in order to proceed with the sale. A copy of the OPP sale policy can be found online here:
http://www.oppracing.com/pages/policies/
You called us on December 14th, asking us for an exchange on the item because you had purchased the wrong product. Despite our sale conditions, we had tried to make an exception for your case and tried to get a return authorization from Zero Gravity, in exchange for a Corsa-style windscreen. On the 15th, we spoke with Zero Gravity at length about your situation and they had refused to accept an exchange on the screen because the Corsa screen is not yet available for sale. They gave us an estimated availablity of "Early 2010", and since the item you wish to exchange for does not currently exist, they cannot "exchange" your purchase for the Corsa-style windscreen.
In light of this scenario, we called you on the 16th of December to notify you that unfortunately we have to stand by our clearly stated "Final Sale" policy and are unable to accept a return on the windscreen you had purchased.
Again, we are regretful that you did not have a positive experience with us, but we do have to stand firm on our sale policy which applies to every single customer purchase with OPP. We welcome further dialog by phone or by email, you have all of our contact information.
Warm regards,
David
Sales staff of OPP
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eklipse636
Needs a life
ZX-14
Posts: 6046
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posted December 16, 2009 04:38 PM
That sucks steve. Can you sell the part in the classifieds and get most of your money out of it?
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Best: 60ft 1.351 1/8 5.68 mph 123.98 1/4
8.89 mph 151.32
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Wheelie
Needs a life
Old Man
Posts: 6902
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posted December 16, 2009 04:46 PM
uhh ohh
wee
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masszx14
Pro
A mind beside itself!
Posts: 1806
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posted December 16, 2009 04:50 PM
Steve, what did you buy?
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universal@mind
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SteveWFL
Moderator
Posts: 27920
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posted December 16, 2009 04:52 PM
David, I defended OPP in this forum and apologized in this forum as well. I think I clearly stated in my post that technically you did no wrong, but you promised me an exchange and said "we'll take care of you". Well, I sent you that e-mail in all fairness to defend your side of the transaction.
Yeah I'll sell it or throw it on a shelf, its not an expensive part anyway. Unfortunate indeed as I defended OPP so vigerously on this and other forums.
____________
2010 Concours14
'08 R1 YAMAHA
ZX14 gone!
CBR600RR track bike
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zixxer14
Pro
Damn that was Quick
Posts: 1233
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posted December 16, 2009 05:03 PM
Corporate bullshit, sounds like somebody I'll never do business with. Hopefully they loose
much more by reacting this way to customers.
Thanks for the heads up Steve
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eklipse636
Needs a life
ZX-14
Posts: 6046
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posted December 16, 2009 05:08 PM
As long as a lesson was learned steve. Your right, they followed "policy", but what's wrong with helping a customer out that stands behind them.. Steve, when you get ready to order another shield call Star Racing in americus, ga ask to speak with Reed. He's a stand up guy and will go out of his way to help you!
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Best: 60ft 1.351 1/8 5.68 mph 123.98 1/4
8.89 mph 151.32
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Lucky14
Pro
Posts: 1439
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posted December 16, 2009 06:54 PM
FIXED!
quote:
........... we have to stand by our clearly stated "Final Sale" policy and are unwilling to accept a return on a $50 part and will risk alienating 100's of potential customers that see our lack of customer service toward a good customer ..........
The sad truth that OPPRACING fails to recognize is that many will not remember who was "right" or "wrong" on this issue a month from now, but will recognize the name and will never order from them.
____________
You only need two tools: WD-40 and Duct Tape.
If it doesn't move and should, use the WD-40.
If it shouldn't move and does, use the duct tape.
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Lucky14
Pro
Posts: 1439
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posted December 16, 2009 06:58 PM
Oh, and this is the silliest part of the whole defense.
quote:
We welcome further dialog by phone or by email, you have all of our contact information
HUH?
You already quoted "POLICY" and are unwavering on your decision. WHAT is there to discuss?
____________
You only need two tools: WD-40 and Duct Tape.
If it doesn't move and should, use the WD-40.
If it shouldn't move and does, use the duct tape.
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eklipse636
Needs a life
ZX-14
Posts: 6046
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posted December 16, 2009 07:03 PM
I posted it in the smackhouse when I made a mistake ordering something from bikebandit and it was similar senerio, and they exchanged it after talking with a few people. Point is they could have done it, but chose not to. Not good forbusiness.
____________
Best: 60ft 1.351 1/8 5.68 mph 123.98 1/4
8.89 mph 151.32
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Wheelie
Needs a life
Old Man
Posts: 6902
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posted December 16, 2009 07:08 PM
quote:
I posted it in the smackhouse when I made a mistake ordering something from bikebandit and it was similar senerio, and they exchanged it after talking with a few people. Point is they could have done it, but chose not to. Not good forbusiness.
get a rope
wee
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SteveWFL
Moderator
Posts: 27920
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posted December 16, 2009 07:14 PM
quote:
Oh, and this is the silliest part of the whole defense.
quote:
We welcome further dialog by phone or by email, you have all of our contact information
HUH?
You already quoted "POLICY" and are unwavering on your decision. WHAT is there to discuss?
Yes, he was very clear on the phone and this forum, I'm not sure whats remaining to discuss either.
____________
2010 Concours14
'08 R1 YAMAHA
ZX14 gone!
CBR600RR track bike
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dcjens
Pro
Wet side of Washington
Posts: 1059
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posted December 16, 2009 07:40 PM
I hate procedure when the person you talk to has the power and knowledge to wave the magic wand and gain a lifetime customer with free refferals.
I've had 3 situations recently where I worked with customers because I saw them as more than a sale. Two of them called the office to compliment the tech (me) that day. I'm supposed to charge for a service trip when the customer doesn't call and cancel the appointment. I went there..charged him nada, nothing,zip. He had hid check book out ready to pay, admittedly his fault. word gets around when things are fair, what you expected or a cut above the rest.
buying back a unhappy customer is much cheaper than even a full page phone book add. funny thing..they come back
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Black 06
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BobC
Pro
Posts: 1736
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posted December 17, 2009 05:12 AM
It's not their fault if a customer purchases the wrong item and their sales policy on items reduced for the Black Friday Sale is pretty clear.
However, THAT was a golden opportunity for Oppracing to enhance their reputation with some good P.R.
One unhappy customer can undo so much good work. Reputations are hard won and easily lost. With a bit of thought and flexibility of their rules they could have been reading a glowing report on what a great company they are.
____________
Candy Thunder Blue 2006 ZZR1400
Stock wheelbase
Max: 205.4 mph in 1.25 miles
2012 ZZR1400 in Golden Blazed Green
Brock CT Full System. etc
Max: 203.1 in 1 mile (so far)
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Superman T
Pro
Posts: 1831
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posted December 17, 2009 05:27 AM
One unhappy customer can undo so much good work. Reputations are hard won and easily lost. With a bit of thought and flexibility of their rules they could have been reading a glowing report on what a great company they are.
Well said!!!!!!
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bigdtd
Needs a job
Interceptors
Posts: 4209
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posted December 17, 2009 07:39 AM
all the disclaimers you have to sign or acknowledge before you buy something online these days. its just another step in depersonalizing the experience. these companies never meet their customers or shake their hand, or in in some cases appreciate the fact that the customer chose them as a place to spend their hard earned money. all they can say is "you didn't read the fine print?"
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2006 Black ZX-14,6 inches over,16/42, flies out,BMC Street Filter,Brock's Street Meg,Brock's Radial Mount Strap,PClll with Race map,Dynojet LCD w/Techmount, ZX-14 fender eliminator,Pilot Power2CTs,Speedohealer,Pazzo Levers,Cox Radiator Guard, Garmin Nuvi 265WT
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Superman T
Pro
Posts: 1831
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posted December 17, 2009 08:08 AM
True Bigdtd- At best they are nothing more then order takers and not sales representatives. To truly sale/resale to a person(s) takes some talent....
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eklipse636
Needs a life
ZX-14
Posts: 6046
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posted December 17, 2009 01:56 PM
Well said superman!
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Best: 60ft 1.351 1/8 5.68 mph 123.98 1/4
8.89 mph 151.32
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madkawboy
Expert Class
Posts: 398
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posted December 17, 2009 04:52 PM
i work at a dealership and have had more than one disappointing experience with them. Everything they sell i can buy from another company, and i do.
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2007 ZX-14
Stock Wheel Base, footshifting, pump gas
5.94 @ 128 mph
1.50 60ft
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SteveWFL
Moderator
Posts: 27920
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posted December 17, 2009 05:04 PM
quote:
i work at a dealership and have had more than one disappointing experience with them. Everything they sell i can buy from another company, and i do.
Thank you sir for sharing that
____________
2010 Concours14
'08 R1 YAMAHA
ZX14 gone!
CBR600RR track bike
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AcadianaZX
Advertiser
Posts: 530
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posted December 17, 2009 05:38 PM
Customer satisfaction should be #1. The customer always wins. The customer is always right. In the end, through the word of mouth, it could take years or a lifetime to repair a tarnished reputation. I'd like to see good ol fashion business ethics come around in this case.
James
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epd345
Pro
Posts: 1494
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posted December 17, 2009 06:37 PM
I have had great experience with Bestem! Nice Carbon Fiber and less $$$ then others! I have the their CF Forman Grills, front fender and Fiberglass undertail and they are very nice for the money! Try them Steve!
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2012 ZX14, Ceramic Coated Brock's CT Meg, PCV, throttlemeister
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Red1
Expert Class
Posts: 442
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posted December 17, 2009 06:37 PM
WWBD? What Would Brock Do?
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Red12/Blue14
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Wheelie
Needs a life
Old Man
Posts: 6902
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posted December 17, 2009 06:47 PM
quote:
WWBD? What Would Brock Do?
he would have a customer for life, not small print.
wee
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