I didn't say (and I don't feel) that you're dishonest. I think your perception of certain things are off the mark, but I don't think you're lying. Also, I know you have been very patient. Both orders shipped late and these are valid issues.
Travis, Let me start out by stating, In your response you have validated the fact that you or your business lacks care or concern for the consumer. Whether you felt that I was being "over dramatic" or not, I am/was a customer with valid concerns and, If you or your business would have simply responded to me, all of this could have been avoided. The "fact that you de prioritized" me because you thought I was being "over dramatic" or ," un reasonably dishonest" is even more upsetting.
If anything, I care a little too much. It's the reason this support forum exists, the reason your compatibility kits exist, and the reason I respond to these situations the way that I do.
I don't see any of my peers in the market spending any time on these things.
You've already given me your 1-star review. If I didn't care about your situation, the easy thing for me to do would just be to write a quick polite generic response to the BBB and be done with this. However, I've spent more raw hours trying to reach agreement with you on your concerns this week than I've spent on the next several customers in line (combined) needing my help.
And I wouldn't blame them for being a bit upset with me over this. Specifically these guys waiting for resolution on A-Arm delays right now.
I care about your issues, but NOT more than I care about theirs. I am willing to help, but not at the expense of everyone else wanting to ride just as much as you.
Still, regardless of my own personal issues with our interactions, you still deserved a response at some point after my last email to you - late or not.
The same with the late credit. I accept responsibility for those two points of complaint, and I said my piece as to why.
The cheap and easy way out for me would be to make up a lame excuse like "your emails got lost in my junk mail", but that's not the truth. I gave my perspective and I stand by that.
I can't spend more time on this past this post. I need to know exactly which parts you need right now from us in order to get up and running as quickly as possible.
The rest might feel good for you to vent, but is completely irrelevant to actually resolving the problems and getting you riding.
I've answered these other concerns several times, I'm hoping this will be the last and that you'll actually consider what I'm saying:
Where we got off to a bad start...
I agree with your point that small oversights will lead into bigger and bigger problems with trust. The biggest hit to your trust towards us was when you realized that you needed a compatibility kit after the engine arrived.
This hit to your confidence started by not reading the compatibility information in the listing
, and festered as we continued interacting. The mistake on our end with the shaft came after. The shaft installation is a valid issue that we dropped the ball on, but when it comes to trust, the oversight in not fully reading the listing is what got things off to a bad start.
Shifting personal responsibility...
Until your reply today, you've maintained that we were at fault and shipped you the wrong engine. "Upon arrival I learned that their 'verified fit' engine needed a conversion kit in order to 'fit' my buggy."
are the exact words in your complaint, and the implication is clear. If you misspoke, that's fine. But I don't buy the attempt at being cooperative on this point today now that we're in a public conversation, after being stubbornly uncooperative about this in our private communication and in your statements to the BBB.
Still, I appreciate that it isn't a point of dispute anymore. The screenshots make it difficult to keep arguing that we aren't doing enough to make you aware of the details.
...and shifting statements
Your statements to the BBB: "Im even left questioning whether I recieved the correct engine and, they have no way of verifying that I did."
Your statement today: "I took the advise that was given to me which was to remove the spark plug and look through it's hole but, I could not see the top of the piston."
I'm not saying you're dishonest, but you definitely aren't consistent from interaction to interaction. I'm not trying to be an ass on this point. My reason for bringing this up is to highlight what feels like an "always moving target" when trying to reach an agreement with you on these issues. In several instances you're not agreeing with yourself, and this inconsistency makes it very difficult to move forward to a final resolution.
The bottom line on that shaft is that it should
have been in that engine, no excuses.
You missed my point: I don't consider the shaft installation a favor or something we can slide out of just because it was free. I stated "favor" to contrast our actual response, with an example what I feel would be a very crappy (but equally technically valid) response. We didn't try to wiggle out on a technicality like other places are notorious for. Sami did exactly the right thing by offering you a $30 credit right away, immediately.
I can name a long list of competing places that you would have had to fight with just to get any credit or gratification at all. That was the comparison I was drawing. You got immediate acknowledgement and an credit offer from us, the maximum amount she's authorized to give.
If you felt it wasn't enough at the time, the concern should have been voiced then and there.
Verified Fit is here to stay
The #1 issue with parts for Chinese vehicles is that nobody knows what fits what. Sellers least of all.
My verified fit system solves that problem, and there is no way on Earth I'm removing it. Everyone else across the board (with a few exceptions) finds it extremely helpful, because it is. Just read the listing!
At this point I think what is actually important in this situation are these two questions:
1. Which parts do you believe you currently not have? I want these to be in your hands immediately. I think you've already mentioned them, but you can't reasonably expect me to cut through all of the extra words just to get to the small bits of information that I actually need in order to help. For me, the bloat of useless accusations and mistrust in our conversations is exactly what causes me to decide to circle back around to an issue later rather than dealing with it immediately. Please just let me know what those items are so we can get them in your hands.
2. I'm not able to see much on your scope cam because of the glare from ambient lighting in the area. Can you repeat the pictures in a dark area?
Drawing a line... engine size
Send me a good picture. Beyond that, this isn't something I'm willing to keep talking about. If you don't have enough confidence to take me at my word at this point, I'm not willing to pay for what I feel crosses the line into paranoia and tin foil. The burden falls on you to show positive proof that you have a bore size less than 62mm. I see two options:
Option 1: Remove the head and send me a picture of the cylinder diameter measured with calipers. If your mistrust is justified, I'll rightfully eat a large dose of crow and will pay to make it right just like any valid warranty claim.
Option 2: Send the engine back and I'll disassemble it myself. If it is not 175cc, I'll pay the costs of making the situation right, shipping, etc. However if if is a 175cc as described, you're going to have to pay the costs of all shipping involved and my time.
If we screwed up on the bore size somehow, I've got you covered. Otherwise, I feel that I've been patient with this specific concern long enough. Speculation based on your own trust levels isn't enough. I don't intend to consider this any further without some clear evidence.
I just need to know exactly what you feel is missing at this point. We don't need to beat around the bush on any other issue, I think we've said enough. Just let me know what you need and let's move on.