Cadillac Owners Forum banner

1 - 20 of 110 Posts

·
Registered
CTS-V
Joined
·
30 Posts
Discussion Starter #1
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?
 

·
Registered
CTS-V
Joined
·
30 Posts
Discussion Starter #4
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.
 

·
Registered
Cadillac
Joined
·
567 Posts
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.
 

·
Registered
Founder, OBWC
Joined
·
572 Posts
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. :D
 

·
Banned
CTS-V
Joined
·
33 Posts
I lost you after reading "thank you for reading my email"... Pick up the phone & call 'em. What is wrong with people these days.
 

·
Registered
2011 CTS-V Sedan Black Raven 6 speed manual
Joined
·
404 Posts
Wow. I have a headache after reading that email....Hope you get it sorted out.
 

·
Registered
CTS-V
Joined
·
30 Posts
Discussion Starter #10
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.
 

·
Registered
1958 Coupe DeVille
Joined
·
591 Posts
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...........
 

·
Registered
Joined
·
708 Posts
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.
 

·
Registered
'09 V
Joined
·
169 Posts
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.
 

·
Registered
08 STS-V,10 escalade,80 sedan deville diesel 13 cts vagon
Joined
·
1,611 Posts
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.
 

·
Registered
2012 V sedan crystal red/ light titanium A6, 2010 GS LPE 650
Joined
·
68 Posts
21st CMC is top notch as we all know. These other guys, from what others have said, Wow !!!!!
Seems like run don't walk is in order.
 

·
Registered
ZIP
Joined
·
51,864 Posts
I lost you after reading "thank you for reading my email"... Pick up the phone & call 'em. What is wrong with people these days.
I guess you also got lost after reading only that post. I had zero issues seeing that he made a number of calls.

What is wrong with people these days?
 

·
Registered
CTS-V
Joined
·
30 Posts
Discussion Starter #18
In complete fairness to those involved I received a call from Tim at D3 last night. I just spoke to him. I will update later because this is developing but wanted to be sure and let anyone reading that D3 has at least acknowledged.
 

·
Registered
Joined
·
8 Posts
good thing i saw this thread, my '13 v is coming soon and ive been looking around for a tuner to get some mods done

d3 is fairly close to me, but after modding several cars and dealing with enough shady business people I know I never want to put up with this bs again

from what i can tell online d3 is knowledgable and have made some amazing cars, but if this is the real deal about their customer service then Im not going to even bother with them

i think it's interesting to note that it seemed like their website was down/hacked for a while (at least according to my norton web plugin)
 

·
Registered
2010 CTS-V Sedan
Joined
·
567 Posts
Well, all I can say is that I've worked with reputable shops for a '64 Sting Ray, and one of the best shops in the world for a massive 300 ZX Twin Turbo build. While those experiences were great, they pale in comparison to my excellent experiences with D3. My experience may be what it is because I'm local, but I hate to see these threads when they run so completely counter to my own experience with their products and their service. If you look at my history, you'll see I'm a fan but no homer; I call it like I see it.

I also know that the custom performance market is seldom easily managed. The volume of calls, emails, and orders coming into D3 is immense, and I'm betting that they are working out the kinks in handling a business that is rapidly growing. Believe me when I tell you though, they put a LOT of energy and commitment into their products and the CTS-V marque.

I'm not here necessarily to defend. Simply to offer a different experience that I've had with a lot of background for comparison. Their products aren't necessarily cheap, but I have found them to be worth every penny.

I hope the OP gets his issues sorted out. With Tim on the case, I suspect he will.
 
1 - 20 of 110 Posts
Top