D3 Cadillac - shocked
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2009-2014 Cadillac CTS-V General Discussion Discussion, D3 Cadillac - shocked in Cadillac CTS-V Series Forum - 2009-2014; I am really shocked at the customer service at D3. It has made wonder how in the world they are ...
  1. #1
    TX_Conda is offline Cadillac Owners Member
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    D3 Cadillac - shocked

    I am really shocked at the customer service at D3. It has made wonder how in the world they are still around and is this situation for real. I wrote them the straight forward and courteous email below and received absolutely no response. I know their reputation in customer service wasn't the greatest but I felt I would give them the benefit of the doubt. After receiving no response, no parts, no follow through, I am left to be done with the situation.

    I have wanted a D3 carbon fiber hood and ordered it, for simplicity, through 21st Century Muscle Cars. They would be installing everything while my car is there anyway. 21CMC has been very transparent with me and diligent with D3. After being told that D3 had a hood for me, 21CMC told D3 that they would only pay for the parts with a tracking number. That was 2 weeks ago. They blame it on not having a box to ship it in. Yesterday, I asked 21CMC to get all the other parts: front end splitter, rear diffuser, LED inlet lights, side skirts. D3 said they had to go look to be sure the parts were all there then would call back for payment. This brings us to today and nothing.

    Is this for real? Do they really survive like this? Is there more to this story I don't know? Their front line, Greg, has been courteous and will talk to us. But, this doesn't add up. Here is a copy of the email I sent to the owners with no response whatsoever. This was a fair amount of $ to be "trying" to spend, about $6k.

    *******

    James and Tim,

    Thank you for reading my email. I run a couple of businesses and I am
    asking you for the bottom line of my situation. Sometimes in my business,
    the only right answer to give is the bottom line response that it can't be
    done. So that is what I am asking you for today.

    I realize you probably have no idea what is going on with my situation so
    I will try to keep it concise and comprehensive. Simply put, I want and
    D3 Carbon Fiber Vented Hood. I have asked for it since October. The
    order may have come in to you from 21st Century Muscle Cars in November, I
    am not sure now and it really doesn't matter - call it 4 or 5 months.

    The update that 21CMC provided to me from D3 has essentially always been
    the same, "a couple more weeks". I have done a very large amount of
    business with 21CMC so I trust what they tell me. I have 2 known
    experiences with D3, a friend who needed a replacement hood because of a
    flaw (it took many weeks to resolve, and my own experience (4-5 months of
    trying to spend thousands of $). So please understand my only experiences
    have not been the greatest. Still, I believe it can be made right.

    I just want to know, can I get a hood, can it be soon? Or, do I just need
    to do something else? I am asking just to be leveled with and with
    complete transparency. Tell me to buy someone else's hood if that's the
    case or just level with me with a real timeline.

    Additionally, I may have given up some leverage (if I actually had any to
    begin with) by asking 21CMC to go ahead and get the other thousands of $
    of D3 parts from you guys so they can at least be on the car while my car
    is in their facility for work. I also ordered the front splitter, side
    skirts, air inlets with LEDs, and rear diffuser.

    After a month or so I took it upon myself to contact the front line of D3
    for updates. They were the same updates 21CMC was providing to me. They
    have always been courteous and helpful to the extent of letting me know
    there were QC measures impacting production. I have to believe that has
    been worked through.

    It was suggested to me by a friend that there may be a shift for D3
    providing parts to Cadillac dealers and that volume is the issue here.
    Congrats if that is the plan, I think it will move a lot of parts for you.
    But, I need a real answer and real timeline. In my business, everything
    stops with me, I have the highest interest in my company. I am asking the
    same of you.

    Thank you for your time once again.

    ******

    How does this go unanswered and without any follow through and they remain in business?

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  3. #2
    TheDarkKnight is offline Cadillac Owners Fanatic
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    Stop wasting your time with trying to get the hood from them and go to WeaponXmotorsports . Com and get one for a fraction of the price.
    Luna., Reeper and Reeper like this.

  4. #3
    EricVonHa is offline Cadillac Owners Fanatic
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    Re: D3 Cadillac - shocked

    Call them. That's the best way to do business in a custom market.

  5. #4
    TX_Conda is offline Cadillac Owners Member
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    Re: D3 Cadillac - shocked

    Ben is great at weaponxmotorsports.com - I have bought quite a bit with Ben. I just got fixated on that hood.

    @ Eric...I have called them 2 and 3 times a week. 21st Century has also been on them. A letter to the owners with no response? I assure you. An email/letter reaches my desk, I am a business owner too, that will get action.

    All the calls are the same. "A couple more weeks", "next week". It's bad man, really bad.

  6. #5
    EricVonHa is offline Cadillac Owners Fanatic
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    Re: D3 Cadillac - shocked

    Understood now. The original letter does not make mention of the phone calls. This is why I specifically carved that out.

    The supply issue is totally out of their hands with the lack of response. Someone else is probably doing the manufacturing. D3 needs to reign in their suppliers. Or, as you've noted; it appears horrible and is a blemish on their reputation for not being responsive.

  7. #6
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    Re: D3 Cadillac - shocked

    I hate to be a grammar/syntax nazi... so I'll just suggest that - like most businesses - D3 probably gets a shit ton of emails and the odds of getting a timely response will be low.

    Calling for "issues" is always the best choice, but then you have no written record that a conversation took place. I suggest calling them again, and depending on how that conversation goes you'll have your answer. If it's "another couple of weeks" then you have to decide whether or not that level of customer service is worth a partial order (or cancelling the entire order altogether as a form of protest).

    Personally, I'd say you have your answer already based on your description of events and feedback from 21st CMCs.

    ETA: I always assumed the D3 price premium was... well, for the customer service.

  8. #7
    V-Roll's Avatar
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    Re: D3 Cadillac - shocked

    I lost you after reading "thank you for reading my email"... Pick up the phone & call 'em. What is wrong with people these days.

  9. #8
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    Re: D3 Cadillac - shocked

    Wow. I have a headache after reading that email....Hope you get it sorted out.

  10. #9
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    Re: D3 Cadillac - shocked

    Maybe Dr. CustomerService is sequestered due to budget cuts?

  11. #10
    TX_Conda is offline Cadillac Owners Member
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    Re: D3 Cadillac - shocked

    Quote Originally Posted by V-Roll View Post
    I lost you after reading "thank you for reading my email"... Pick up the phone & call 'em. What is wrong with people these days.
    From email..."After a month or so I took it upon myself to contact the front line of D3
    for updates."

    Yeah, phone calls were made.

  12. #11
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    Re: D3 Cadillac - shocked

    Conda, I also had a lot of trouble with D3. They never did make good on anything. I think that if you live close enough to drive to their shop, they will treat you better. At least this is
    how I feel. They never made things right with me and I went on a rant some time back. Didn't do much good. Best to move on and try to get it done without them. Thats what I did even
    though it cost more money than it should have. It was the only option left. Cecil...........
    TX_Conda and TX_Conda like this.

  13. #12
    cts-v ls6 is offline Cadillac Owners Fanatic
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    Re: D3 Cadillac - shocked

    I contacted them twice over a month ago for a custom tune. No response at all to date.

    Jack

  14. #13
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    pat2t2f is offline Cadillac Owners Fanatic
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    If their customer service is that bad I wouldn't bother driving there. If you do purchase from them and there is an issue and you need repairs, how long will that take? Dr design reads this forum. Lets see how long it takes for him to chime in.

  15. #14
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    Re: D3 Cadillac - shocked

    that sucks I guess I won't be purchaseing D3 parts like I was looking to.. wouldn't want to end up in a similar situation.

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    Re: D3 Cadillac - shocked

    I just bought a Stsv that d3 bilt. hood /fenders Headlights hid fogs /taillights/ blacked out grils. And other custom things under the hood. This car only had 8700 miles on it when I got it. Hood is cracking all over and looks like a 5year old bilt it on the under side. Fenders are cracking trought the paint in the corners. The black grils were flacking after only 600 miles. They broke the one head light and sent the car back to the owner with it glued together. I got the car for a steal of a deal do to the owner not wanting to spend the money to get it all fixed. And to top it off the car has paint over spray all over it from no dought siting in there shop for months. So buyer be warned.

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