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?
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?