TSP Customer Service
TSP Customer Service Want to take the time and comment on Texas Speed's great customer service, especially Jon Reynolds and Jason.
Background:
Earlier this year I became aware the set of PRC Stg1 LS6 heads I purchased in 06 may have been defective due to an issue with the runners. I called TSP and spoke with Jon and we agreed that I would send the heads back to them to be checked out (February/March).
Heads were sent to TSP via Fedex and received. Spoke with Jason on the phone around this time to confirm that they had received and taken a look at the heads and he was more than willing to take the time and explain everything to me. The heads ended up being fine, and not a part of the problematic batch, and Jason was willing to send me out strengthened Rocker Guides for peace of mind. TSP agreed to send the heads back to me at their cost (I had paid the shipping for the heads to get to TSP).
About 6 weeks passed and I had not received anything.
I sent both Jon and Jason emails along with calling them on the phone. They were both willing to talk to me, no BS, and everyone kept their cool. They put a trace on the heads to see where they may be.
During this time, which took several months, I kept in constant contact with both Jon and Jason via email and the phone. I also kept records of all correspondence in case anything 'bad' happened and I needed proof of what was agreed upon. I am glad it never came to that.
Long story short, it took several months to find out that the Heads had been lost (they ended up on a different continent). Hard Times.
Resolution:
When Jon notified me of this, he said they would ship out a brand new set ASAP. However, I no longer needed Heads. Instead, I requested store credit to be put towards another purchase. Now, most places would say NO to this kind of request, but TSP was more than willing to accommodate me.
Texas Speed was very professional in their handling of this issue and Jon and Jason were both very friendly, informative, and cooperative. It is always good to keep in mind that TSP did not HAVE TO do anything for me. They did not have to take a look at the heads, ship them back to me at their cost, replace them when they were lost, or issue me a store credit. There was no legal obligation. They would of definitely lost a consumer, but instead, I will be buying from TSP again and recommending them to anyone who asks for an opinion on where to buy LSx parts.
Thank you,
Background:
Earlier this year I became aware the set of PRC Stg1 LS6 heads I purchased in 06 may have been defective due to an issue with the runners. I called TSP and spoke with Jon and we agreed that I would send the heads back to them to be checked out (February/March).
Heads were sent to TSP via Fedex and received. Spoke with Jason on the phone around this time to confirm that they had received and taken a look at the heads and he was more than willing to take the time and explain everything to me. The heads ended up being fine, and not a part of the problematic batch, and Jason was willing to send me out strengthened Rocker Guides for peace of mind. TSP agreed to send the heads back to me at their cost (I had paid the shipping for the heads to get to TSP).
About 6 weeks passed and I had not received anything.
I sent both Jon and Jason emails along with calling them on the phone. They were both willing to talk to me, no BS, and everyone kept their cool. They put a trace on the heads to see where they may be.
During this time, which took several months, I kept in constant contact with both Jon and Jason via email and the phone. I also kept records of all correspondence in case anything 'bad' happened and I needed proof of what was agreed upon. I am glad it never came to that.
Long story short, it took several months to find out that the Heads had been lost (they ended up on a different continent). Hard Times.
Resolution:
When Jon notified me of this, he said they would ship out a brand new set ASAP. However, I no longer needed Heads. Instead, I requested store credit to be put towards another purchase. Now, most places would say NO to this kind of request, but TSP was more than willing to accommodate me.
Texas Speed was very professional in their handling of this issue and Jon and Jason were both very friendly, informative, and cooperative. It is always good to keep in mind that TSP did not HAVE TO do anything for me. They did not have to take a look at the heads, ship them back to me at their cost, replace them when they were lost, or issue me a store credit. There was no legal obligation. They would of definitely lost a consumer, but instead, I will be buying from TSP again and recommending them to anyone who asks for an opinion on where to buy LSx parts.
Thank you,
Jon,
We definitely appreciate the continued business and support. I never thought a set of heads could go so far away from their destination! However, it is what it is. Customer service is our first priority, and it will continue to be so. Give me a call when you are ready for some more go-fast-goodies and I will make sure we get you fixed up! Don't hesitate to call with any questions or concerns!
Thanks again!
Jon
We definitely appreciate the continued business and support. I never thought a set of heads could go so far away from their destination! However, it is what it is. Customer service is our first priority, and it will continue to be so. Give me a call when you are ready for some more go-fast-goodies and I will make sure we get you fixed up! Don't hesitate to call with any questions or concerns!
Thanks again!
Jon
