Coilovers from Intense Power Motorsport

[TN4sty 305]

As the title states, i bought some coilovers from intense power on march 1. I saw that they had some good prices of some Stance GR+ and decided to go through with the payment. I received an email with recipient on the coilovers and it said to follow the link to follow the shipping information. I clicked on it and it took me to the page but the Tracking didnt show up yet. I thought since I just bought them, its not going to show up right? WRONG! To this day it still has not updated. About two ore three days later i decided to call their office. A representative picked up and asked me what the problem was. I told him the situation and he told me he was going to update it to my order form. Then he told me that since their office is in Colorado and I live in Miami, Florida. Obviously it will take at least 5 days to get here. Plus they were just getting a new shipment in.

I then checked my order form, every day and yet it still didn't update. I decided to call their office again. No answer. I called again, but this time let it continue to ring. No answer. WTF? seriously i am really getting annoyed and just want my coilovers. I dont care anymoe about anything I just want my coilovers. I sent them an email yesterday to the sales associate and another person. Hopefully one of them is on this forum and can call me, email me or give me some peace of mind on my shipment because i spent alot of money on them. Honestly i was going to buy them from Enjuku but because i wanted to save money i decided to go with Intense.

Can someone give me feedback on the company. Experiences and if an associate can chime in please.

[greencar]

check your email

[PyR0NiAk]

Hmm... I'd be demanding a refund...

[TN4sty 305]

I want to now but I have sent emails and have called but no answer yet. I'm going to keep trying tommorow and see what happens I'm not the only one it appears but I need an answers Now!!

[artman540]

i bought tail lights from intense power a few weeks ago and was never sent a tracking number. i called them up to ask about it and was rudely told they were busy and would update the with a tracking number later that night. well i never got the tracking number but about a week later i got my tail lights in the mail. they have terrible customer service and not the greatest work ethic but you will get your product.

[nevertheless]

Took me a month to get my coilovers, they made up an excuse about how my zipcode didnt match the one on the card.

[eric7216]

dont worry the same crap happend to me. i just kept calling and arguin til i finally got them to use UPS instead of crappy a** united states postal service. and i got a refund on my shipping cost!

[EnjoiNismo]

http://www.intensepower.com/?I ordered my Exhaust through them a long time ago and got it fast.

[SolaraOnBronze]

I dealt with the same kind of stuff when i got my coilovers from them. Tracking number never updated, it took about 3-4 weeks, and communication was terrible. They said this was due to the container running late, but I don't know to be honest. Why run a sale/group buy on items you don't even have?

It was even worse when I tried to get D-Max floor mats from them. I ordered them in early July and still did not have them in December. They finally responded to me, but not until I told them I wanted to cancel my order and demanded a refund. I ordered them from RavSpec and got them within a week, as well as an invoice with a tracking number the day they went out.

They had a good price on the coilovers I got, but I will never deal with them again due to the terrible communication.

[Hoffman5982]

lol. march? Try January. I ordered stance lx's from intense on January 15th. You should have them at the end of april. According to them, stance decided to redesign the coilovers without notifying their vendors.

Also, I called stance the other day and they said the container that came in didn't have the coilovers on it and they weren't expecting that

[Riq]

Wow that sucks, thats why I only deal with Enjuku, Dynamic Turbo and Speed Shop. All in Miami or Orlando and I can go yell at the owner anytime I am not happy. I hope you get your stuff asap

[TN4sty 305]

Well its almost april another week and it will be. This is Fail man, I wanna be flush and I gotta deal w/ this......sigh. I'm gunna keep trying

[PapaSmurf2k3]

Did you pay with a credit card? I've always just called my credit card company and explained to them what was going on. They have armies of lawers.

It usually lights quite the big fire under the vendor's a**. You get serious communication in a hurry.

[PyR0NiAk]

What's bad about this is, they're a NICO sponsor...

[Wretched]

Did you pay with a credit card? I've always just called my credit card company and explained to them what was going on. They have armies of lawers.

It usually lights quite the big fire under the vendor's a**. You get serious communication in a hurry.

that's why i only use credit cards for internet purchases...even through paypal. my only experience is with visa, and they don't mess around.

check out frsport.com next time...they always seem to have super low prices and excellent customer service. enjuku charges wayyyy to much to ship, so i quit using them a while back.

[TN4sty 305]

I want a full refund plus my coilovers. I'm goingto call stance in the morning and figure out what appened with the shipment that intense was supposed to have by now. I'm not even in the mood to call intense anymore because of the lack of customer service. Man I'm so pissed

[Papi Chulo]

I ordered from them on the Monday (15th), I'll chime in again in a few days if nothing happens with my order.

[Hoffman5982]

I want a full refund plus my coilovers. I'm goingto call stance in the morning and figure out what appened with the shipment that intense was supposed to have by now. I'm not even in the mood to call intense anymore because of the lack of customer service. Man I'm so pissed

I just told you I called stance already. They're going to tell you that they didn't get any on the last container for some reason and that they're really sorry. Your not going to get a full refund AND coilovers. that's rediculous. You haven't even had to wait a full month. I've waited 2. Chill

[SolaraOnBronze]

check out frsport.com next time...they always seem to have super low prices and excellent customer service. enjuku charges wayyyy to much to ship, so i quit using them a while back.

Agreed on both. FR Sport has always had great customer service and they have always had the items I order in stock and at my door within 6-10 days. They may not run promotions as often as a lot of other places, but you know they are going to have the stuff you order. They don't mess around.

Ken at Enjuku is a great guy- if I was in Florida I would deal with them for sure. But I agree, every time I have tried to order from them they either don't actually have the item in stock, are priced higher than FR Sport, or charge a crazy amount for shipping. They may be able to adjust the shipping price seen on the web if I call them, but it's just another inconvenience.

[PyR0NiAk]

But I agree, every time I have tried to order from them they either don't actually have the item in stock, are priced higher than FR Sport, or charge a crazy amount for shipping. They may be able to adjust the shipping price seen on the web if I call them, but it's just another inconvenience.

You talking about enjuku or intense? I've ordered nearly every part for my car from CIP and Enjuku. I've had ONE item back-ordered on enjuku and that's my circuit sports downpipe.

[IntensePower.com]

Hello,

To the OP, and anyone else who has or is experiencing delays in shipping or communications regarding their Stance products:

We sell a LOT of Stance. So much that many times when there's a container headed to Stance USA and it's getting close to them receiving it neither Stance USA nor any of their dealers know exactly if there will be enough of any particular item on it to fill specific orders. For example, the last container, which arrived to Stance in late late February, for instance, had NO LX+ coilovers in it. It wasn't until they received that container that they advised ANY of their dealers that they had held off on shipping any of the LX+. This is obviously disappointing to us, but even more so to the end users: you. We should have been notified well in advance of this fact, and weren't, even while we continued to send Stance purchase orders throughout the months of January and February leading up to the container's arrival -- and that's just the LX+ line...

Having sold over 50 sets of the coilovers from that container, and about 20 of them being LX+ for various chassis (S-chassis, Z33, etc) we were left holding the proverbial "bag", and have been in the process of updating our customers whom this affected to advise them of the bad news. On top of that, their container was short, or "over sold" on many GR+, GR+Pro for not only S-Chassis, but also Z33 and other chassis. Again, we've been working every day to try and contact customers to advise them of this unfortunate, unforeseen, now seemingly unavoidable issue, and to let them know that their product will ship in the next container (end of April).

Now, we have been in business for 11 years. You don't survive in this industry by intentionally or unintentionally having poor customer service. Having such a high volume of Stance specific coilovers that couldn't be filled, and then having to research and contact each and every customer who was/is affected is soooper time consuming. We are trying to do this while taking calls on other orders, taking calls on tracking, emailing tracking, replying to emails, sending purchase orders, paying vendors, employees, working on projects, and updating website pricing with new 2010 prices for over 10,000 parts (literally).

So, if you are a person who has ordered Stance coilovers from us, and your order was between Jan 1 and March 18, and you have not received them, or an email or a phone call, please accept our apologies for this. We are not trying to be malicious or devious, or anything that relates to a negative approach or outcome to doing business -- we are simply overwhelmed and overworked with trying to get in touch with everyone that has been affected by these unforeseen delays. Again, anyone who has not received their coilovers yet will not receive them until the end of April. Stance USA, as mentioned above, was over sold, and neither us, nor them knew this until they inventoried the container. It was at that time that they notified us which customers were affected, as well as then advising us of them receiving NO LX+.

Again, we have every intention, and have been working diligently to notify customers who are affected, but with EVERYTHING going on, it's taking longer than anyone (especially the end users) would hope.

If anyone has specific concerns about their order, please email:

sales (at) highlineinternational (dot) com

Last, to the OP, I apologize to you directly, as when we spoke to you on 3/2, we had not been notified by Stance that they had been over sold on the GR+ for S-chassis, so the information we provided to you regarding the product shipping shortly was based on the idea that they would be able to fill your order.

It is our hope that, given our tenure in this industry, providing heavily discounted prices to the community, setting high standards in projects, and building world record, show winning, race cars that these issues can be seen through the lenses of honest, good intentions, rather than negativity or malice -- we have supported this community for many years, and will continue to do so. We are thankful for all of our customers, and even threads like this because it gives us a chance to acknowledge concerns that, in our hectic day are overlooked.

Thanks again,

DarrenIntensepower.comHighline International480.635.8888

M-F 9-1230; 130-6 PST

[Wc240]

to intense,my experience dealing with vendors(wether it be aftermarket, snap on, john bean, etc) the experience is the same. i understand what your saying, but read the posts and understand what the peaple are saying. there is no reason not to update the tracking info. even if it says it hasnt left the point of origin. also, do you not make it a point to tell your customers that something is backordered? or not in your wharehouse yet? or do you make that info redilly available and these peaple are just pissed?

i just think that if an item shouldnt be advertised as instock, if it isnt in your possesion. if its "on the weay" it isnt in stock.

[IntensePower.com]

Hello,

Thanks for your reply.

I had read every single post in this thread prior to my first post. We are consumers, as well as dealers -- not only in the sense that we buy from manufacturers as wholesalers, but also in the sense that every employee here has at least one project and deals with the same headaches that you, the end user deals with -- back orders, special orders, oversold containers, unforeseen Customs delays, poor/no communications on updates from manufacturers/distributors, etc etc etc. So, not only do we sympathize with you, but we empathize with you (customers).

Regarding tracking: when there's no tracking to be sent, there's no tracking to be sent. Fail rolls down hill: when the manufacturer's overseas factory doesn't update the U.S. importer of delays and then the manufacturer doesn't update the wholesale distributor (us) then we don't/can't update the end user (you). This chain always results in the retailer (us) taking the biggest "customer service" hit.

What you and most people in this thread, are getting at and are concerned about is updates. I've covered most of this now in my first and second response to this thread, and cannot stress the multiple layers of this industry and the communications or lack thereof within it from one manufacturer to another down to the dealer. In our case, we have 10,000 parts on our website, which equates to 100's of different manufacturers. Most of them are common, and have good updates and lead times. Some of them not so much. Then there are those that historically have good lead times that occasionally fail us, and in tern we fail our customer. Any time there is humans involved in industry there are going to be failures. Given that we happen to sell a high volume of this specific brand, if there is a lapse in communication anywhere down the line, as I stated, it's going to reflect the most poorly on us.

Regarding backorder: I discussed this in my first post, but I will expound expound upon it further here. This is an import industry. At any given time, ANY of the 10,000+ items that we have on our site can be on back order. It is a physical and literal impossibility to know about the status of every single part at any given time. Further, it's impossible to update every customer who orders to advise them of not only a back order, but also of the specific time frame of when the product(s) will be available. In contrast, and on a personal level, I ordered a Dell computer directly from Dell last year for my girlfriend. It was standard lap top with no bells or whistles, just a lap top. To my surprise it took them 3 weeks to ship the lap top. During that time, I was not informed of a time frame or of a delay, etc, and this was ordered DIRECTLY from Dell, the manufacturer. I know people who have had the same experience with other computer manufacturers, as well as through major online electronics companies that ship a variety of products. That said, if those types of "customer service" issues/failures can happen with major, publicly traded companies , who have specialized departments, multiple warehouses throughout the U.S., and unlimited resources, think about how much more harder we, (industry people) have to work to keep customers happy.

Last, the majority of our S-chassis and Z33 chassis Stance sales are from providing very low pricing through various threads on various forums, including this one. Over the past years we have saved the community tens of thousands of dollars in this one product alone. With that comes satisfied customers and unsatisfied customers. More obviously, the higher the volume of sales, the more issues -- that's just the nature of things right? We have a shipping tab http://www.intensepower.com/shipping-info.html that any person ordering from our site should go to prior to ordering. I know that, whenever I order a part online I check out the vendor's contact information -- where they're located, etc, as well as their billing and shipping policies. The Shipping Tab on our home page is very thorough in advising any potential customer about the nature of the parts, as well as our policies, and should be taken to heart and mind when ordering.

Hope this helps bring further clarity and transparency to not only us, but the industry in general. More so, it's my hope that my responses demonstrate that we care A LOT about our customers and the community at large. Again, I don't think any vendor in this community can survive with business strategies and philosophies that intentionally mislead or misinform their customers. We have 11 years to back us up and as I stated before, these threads serve to help us in making improvements that may be necessary to implement.

Thanks again,

Darren Intensepower.comHighline International Inc480.635.8888

[TN4sty 305]

Although what you have said clarifies everything, I am still a bit confused.

I discussed this in my first post, but I will expound expound upon it further here. This is an import industry. At any given time, ANY of the 10,000+ items that we have on our site can be on back order.

When i visited your site and bought the coilovers, it appeared to me that they were in stock. Usually when things are on back order, it would say so on the item. It just frustrates me that I dont get n item on time.

Even though though your company had problems with this, keeping us in the dark made it sketchy. That is all I am saying. If i would have called, and you have explained it over the phone like you did here i would have understood. Just update us whenever you can on the shipment thank you.

[sjbsuperman1425]

Intense Power Motorsports,

Very understand and I hear where you are coming from. You deal with people across the whole United States. Having that many parts available with that many thousands of people and with how big your desk staff is (im not quite sure), it has to be a daunting task.

to the OP, I understand your frustration as I would be rather annoyed if i paid $1,000+ for a part and was never updated on its origin or status. But you got your answer and an explanation to go with it. Maybe next time you should call them personally BEFORE ordering said part and have them check to see if it is in stock so you can estimate an arrival date on your order.

Best of luck to both the OP and Intense Power Motorsports. It only takes one post to bring down a company and I applaud you for your professionalism on the matter.

[baron_harkkonen]

soooper time consuming.

he spelled it wrong.....

he's soooper man!!

[OutToWinPAHC]

I hate to see threads like this, but Intense . A little communication goes a long way, I think if you would have been on top of it from the get go you could have saved some face here.

Buy, best of luck.

Everyone..... always buy with paypal or a credit card, as they can get tough with sellers.

[mudvayne9790]

im actually having the same problem but with sonic motori ordered some parts and they didnt have them so theyr on back orderi emailed asking when i would get them but i havent gotten a reply yetthey really should something saying the item is on back order because i could have used the money on something else instead im left with no money and an iou of course i havent been waiting as long as you or ordered such an expensive part but its still very irritating
Modified by mudvayne9790 at 12:37 PM 3/24/2010

[Papi Chulo]

To this day, almost two weeks after my order, I have never received an email from intensepower regarding back ordered coilovers. Had it not been for this thread I wouldn’t have know at all. Yet you continue to respond to pricing requests in your threads both here, and on Zilvia, without formally addressing the "unforeseen Delays" on either forum, specifically in the special pricing threads. So you plan on continuing to take orders, and then let customers know of the situation afterwards? But you don't even do that.

[FusionR300zx]

they are kinda slow.they offered me a pretty good deal for my over fender situation..just waiting to hear back from them.