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    • The situation and customer service at Fabspeed is worse than you think

      Yesterday BoostAddict.com posted an article on an unpleasant situation with a customer who bought a Fabspeed exhaust system he thought fit his car. Fabspeed marketed the exhaust as fitting his vehicle and changed their website after the fact to make it seem like the customer ordered the wrong part.


      Since the time that article went up the customer's complaints have been deleted from forums where Fabspeed is a vendor. Additionally, former Fabspeed employees contacted BoostAddict. Fabspeed is now doing their best damage control:

      Quote Originally Posted by Fabspeed
      I'm working very closely with Raj on getting this resolved. Fabspeed did not change it on the website to put blame on the customer, we did it to prevent anything like that from happening again. Unfortunately our change didn't make it to the person handling the customer service issue, who then looked at the site and didn't see the F83 (convertible) mentioned there. Assumptions were made, miscommunication occurred, and bad things happened that should not have. We are not proud of that. We also had a resolution approved and in place that did not make it through to conclusion due to a sales manager no longer with the company. However, it should have been followed up on and brought to a swift and efficient conclusion. Rest assured things are being resolved for Raj as we speak, to which he can confirm. It is a crying shame it had to go this far to get it taken care of properly, and we are putting things in place to get things resolved more efficiently in the future. You deserve better, we will be better.

      We clearly state in our terms and conditions under "warranty information" that "Fabspeed is not responsible for any costs (including parts, labor, shipping required for service and miscellaneous) incurred by the customer for Warranty service." This was not acceptable to the customer for us to follow our terms and conditions, and here we are.
      Fabspeed says they are working hard to resolve this. You know what is funny? They have had weeks and weeks to resolve this. It was not until the BoostAddict article that they even entertained taking responsibility for false advertising.

      Well, this issue in particular among many poor customer service issues is what has caused a bevvy of employees to leave. This ex-employee said this issue was the proverbial straw that broke the camel's back:




      If you look at those glassdoor reviews it paints a bleak picture at Fabspeed:






      This goes on but you get the idea. Basically, employees are expendable, customer service is poor, owners break the law, customers get screwed, and it's a giant mess with these issues swept under the rug if possible.

      Don't take it from me:


      After complaint after complaint after complaint and employees leaving by the drove is it really just some bad luck or miscommunication? You be the judge.

      This article was originally published in forum thread: The situation and customer service at Fabspeed is worse than you think started by Sticky View original post
      Comments 16 Comments
      1. Stevenh's Avatar
        Stevenh -
        We clearly state in our terms and conditions under "warranty information" that "Fabspeed is not responsible for any costs (including parts, labor, shipping required for service and miscellaneous) incurred by the customer for Warranty service." This was not acceptable to the customer for us to follow our terms and conditions, and here we are.


        I love how 'we put it in writing' is there excuse for not taking blame for selling a part that flat out didn't fit to a customer. Would Fabspeed accept a loss if one of their vendors sold them materials represented as A and ended up being B? Don't thinks so. Looking forward to not buying their products.
      1. jyamona@motiv's Avatar
        jyamona@motiv -
        I'm glad this is finally getting more exposure, it's about time!
      1. j_hynson's Avatar
        j_hynson -
        Fabspeed is overpriced garbage
      1. Itsbrokeagain's Avatar
        Itsbrokeagain -
        When I worked for a Porsche shop some 10 years ago, we had a horrible time with their 996 mufflers. the bends were off and the exhaust flanges that connect to the exhaust tips werent made right, and the factory tips (and even sometime their own tips) couldnt clamp tight enough and they would wobble about or simply not stay on.

        I pushed all my customers to B&B products, paid more but their heat exchangers for the aircooled 911s and 930s were a work of art and fit perfect everytime.
      1. Remonster's Avatar
        Remonster -
        Click here to enlarge Originally Posted by Itsbrokeagain Click here to enlarge
        When I worked for a Porsche shop some 10 years ago, we had a horrible time with their 996 mufflers. the bends were off and the exhaust flanges that connect to the exhaust tips werent made right, and the factory tips (and even sometime their own tips) couldnt clamp tight enough and they would wobble about or simply not stay on.

        I pushed all my customers to B&B products, paid more but their heat exchangers for the aircooled 911s and 930s were a work of art and fit perfect everytime.
        I'm glad you mentioned the 996, I had to replace a customer's rear bumper a few years ago after a Fabspeed tip swiveled in its clamp and burned / melted part of the bumper.

        The part about selling used or R&D products makes perfect sense, over the years I've installed a handful of their products and sometimes the fit and quality was find and other times it was a nightmare.
      1. Stevenh's Avatar
        Stevenh -
        I just can't can't believe:
        1. They've gotten away with it for so long
        2. Other forums are greedy enough to screw over their members by assisting them cover this up in exchange for advertising dollars.
      1. subaru335i's Avatar
        subaru335i -
        Click here to enlarge Originally Posted by Stevenh Click here to enlarge
        I just can't can't believe:
        1. They've gotten away with it for so long
        2. Other forums are greedy enough to screw over their members by assisting them cover this up in exchange for advertising dollars.
        I think your number 2 is a big part of number 1. Forums usually expose bad products pretty well except when there is censorship.

        Also, number 2 doesn't surprise me at all. A lot of people are greedy $#@!s and will do anything for a dollar.
      1. Sticky's Avatar
        Sticky -
        Click here to enlarge Originally Posted by Stevenh Click here to enlarge
        I love how 'we put it in writing' is there excuse for not taking blame for selling a part that flat out didn't fit to a customer. Would Fabspeed accept a loss if one of their vendors sold them materials represented as A and ended up being B? Don't thinks so. Looking forward to not buying their products. [/COLOR]
        It's pretty absurd though that they are claiming a warranty issue for a part that can't even get to the point of being installed. That is their fault and not that of anyone else.

        The fact the part doesn't fit supersedes their warranty labor claims as it isn't a warranty issue. Therefore, it doesn't apply.

        In addition, what a load of BS. Man the $#@! up Fabspeed.
      1. Sticky's Avatar
        Sticky -
        Click here to enlarge Originally Posted by Stevenh Click here to enlarge
        2. Other forums are greedy enough to screw over their members by assisting them cover this up in exchange for advertising dollars.
        Oh come on. It's part of the reason this forum exists.
      1. MSIZZLE's Avatar
        MSIZZLE -
        i know there is always 2 sides to a story, but how in the world is this not as simple as sending him a new exhaust and paying for shipping of the old??
      1. Sticky2's Avatar
        Sticky2 -
        Click here to enlarge Originally Posted by MSIZZLE Click here to enlarge
        i know there is always 2 sides to a story, but how in the world is this not as simple as sending him a new exhaust and paying for shipping of the old??
        It's actually as simple as a full refund including labor because they don't have an exhaust that fits.
      1. Sticky's Avatar
        Sticky -
        Click here to enlarge Originally Posted by MSIZZLE Click here to enlarge
        i know there is always 2 sides to a story, but how in the world is this not as simple as sending him a new exhaust and paying for shipping of the old??
        It only took 9 months for him to get this resolved. It only took it being posted on multiple forums and articles from yours truly:

        Click here to enlarge Originally Posted by sraj Click here to enlarge
        I can confirm that I have been made whole as of today...nine months later. It is quite apparent to me that as soon as he found out about the problem, Fabspeed John worked assiduously to make this happen, all within a few days (while others within the company tried to do this for months, without success). And this is for a BMW guy, new to this forum...you Porsche folks are apparently in very good hands! John seems to have pull within his company, and I am pretty confident that he interested in (and capable of) taking care of issues that his customers might confront.

        As far as Fabspeed, I am happy that they finally stepped up, but a little confused about the delays and misdirections. I would have been their loyal advocate if they had handled it properly at the beginning. However, I like to think that I am an optimist at heart, so perhaps this is a sign of a new direction within the company. If that is the case, and Fabspeed displays a renewed commitment to excellence in actions as well as words, I might consider using them in the future.
        If you have problems with Fabspeed's customer service, post on the forums and be prepared to wait over half a year for them to do something about it.
      1. nbrigdan's Avatar
        nbrigdan -
        Click here to enlarge Originally Posted by Sticky Click here to enlarge
        The fact the part doesn't fit supersedes their warranty labor claims as it isn't a warranty issue. Therefore, it doesn't apply.
        Was thinking the exact same thing. It's not labour / warranty related when you sold/shipped them the wrong part.
      1. Mdrivr's Avatar
        Mdrivr -
        If on contract states"If u fuk up, u are solely responsible" Then its different But most credible businesses, if the employees makes a mistake shops takes the hit. But if the employee keeps fuk*n up customers cars (multiple times) then employee maybe penalize for those actions.
      1. Sticky's Avatar
        Sticky -
        More Fabspeed employees are contacting me interestingly enough. We'll see what else I can learn.
      1. BigM62's Avatar
        BigM62 -
        I wonder if the Fabspeed owners are related to Osh at Race Marque Systems (RMS).