G4werkz Front lip Senna GTv1 [ Updated: Bad Customer Service]

[G4werkZ LLC]

Decided to cancel my order on 9-26-24 and got hit with a 20% restocking fee (item did not ship yet).

Pre-order/Purchased for $1011.00

Refund (still processing as of 10-7-24) for $809.30

Before placing your order did you agree to the terms and conditions (reading) prior to ordering?

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[G4werkZ LLC]

In all likelihood they're probably a dropshipper or don't actually stock anything, so the fee is probably covering the handling of having to ship it back to factory or consume stock space.

It's understandable, but not for something that never made it to a shipping state.

We designed the lip we scanned the type-S to make the lip. There is no drop ship. Just like with any other "Pre-sale". The item on the website clearly states "PRE-ORDER" with delivery times which anyone can see prior to making the purchase

 

[Ktrw]

Good morning,

I was shown a screenshot of this post so I think I need to respond since theres only one side of the story being told which clearly doesnt have all the info in context.

I will start off with the facts:

1. I'm the owner of G4werkz
2. Our return policy is listed clearly for anyone to read prior to making your purchase.
3. Prior to making your purchase, there is a small box one has to click acknowledging that they have read and agreed to the terms listed.
4. Build time for our product is also listed where a customer can see before ordering
5. Pre-order sale policies are also clearly stated and in place for customers to view

With that being said, our policies arent made to benefit the customer. Customers are the reasons why companies make policies. Customers want to do whats in the best interest for them, sometimes by any means neccessary. At anytime the customer has the choice to purchase or not purchase with means if our policies arent to a customers liking then the purchase shouldnt be made. Its sad to think that not agreeing with our policies makes us a bad company. Not having policies listed and then trying to force them after a customer has paid should be a sign of a bad company.

Now that we have the general facts out of the way, lets discuss the details on the matter that seemed to be posted for a negative reaction.

John N contacted G4werkz looking for a sponsorship. John explained to us the platforms he has and that it would benefit G4werkz to sponsor him with a lip since he can post it on his "YOUTUBE" channel. John N was adamant of being the first to have it on his car and post it up. Unfortunately we're a small company which needs to try and minimize our loses. We have been down that road, early in our business of supplying free product in hopes of an return from youtubers, bloggers etc based on the info they give to obtain the product.

We worked out a business agreement with John N, in where he would purchase the lip at full price and in return we would supply him with a discount count for his viewers. For every use of the discount code, we would in turn supply John N with a % of each sale until his fully paid lip is reimbursed, which means the lip would be free based on his reach in the Acura community.

We posted pictures professional and regular Iphone pictures on our website, on post, in groups that show every angle of the lip. John N decided to back out of the verbal deal we had for whatever reason he wanted to give, the real reason etc. His reason isnt something we have to be concerned with because we have our policy in place when it comes to waiting to back out of a "pre-order sale order".

Summary,

We stand full by our actions in this situation. We understand that the go to responses will be "Rude", Bad customer service, Doesnt know how to talk to customers. Those statements are easy to post because context on the matter is never explained, only stated

Because it was only a week, we agreed to not charge John N the full restocking fee price and did a 20% fee instead which he also agreed to. We processed the refund and told John N to give it a few days since the refund process has to pass through different merchants (Shopify - Strip - Wellsfargo - John N Bank.

My company is based in Orlando Florida, during this week we were hit directly with Hurricane Milton on Wednesday 10/9/2024 that effected us for over 1 week. So yes when you're unable to reach your warehouse. having no power, these things will cause a delay.

John N, as you were aware of when speaking to us, the calls are recorded in full. So any issue with the tone of the conversation can clearly be backed weather it be from the business side of things or the customer side of things. We updated John N on when we would hope to be able to ge things processed. We responded to johns email letting him know that we did reprocessed the refund in which he received an e-mail regarding the refund. As of 11/11/2024 we're still dealing with a chargeback from John N that we were never aware of for a transaction that has already been paid and closed on G4werkz in.

When it comes to respect, that is an equal conversation. We arent here to beg anyone to purchase our parts but with that said, we will respond to any feedback that we're able to see. If one doesn't like our responses on post or in groups by way of text then maybe a direct look at how youre feeling that day should be looked at. We have no reason to disrepect or be rude to anyone we have not had communication with. It is clear that when a customer assumes, doesnt get what they want, feels that theyre wronged (with no substance to justify) Rude or disrepectful is the go to post. You may disagree with our policies, you may disagree with our timeline, you may disagree with our pricing or what we offer but in the end thats a "YOU" problem not a business problem. Out job as a company is to be concerned with the majority and in business we understand the me to movement when it comes to negative content on Social media which is something NO company can hide from.

If anyone feels that our company was rude to them, please please post the communication and if we're wrong we will clearly own up to it.

We hope you guys have a great Monday.

I'm not sure how else to say this, but your perspective on customers and customer service tells me that this may not be the right fit for you. In my opinion, one of the best attributes a company can have today is good customer service and it will pay dividends. It shows you stand behind your product and usually you would treat customers the way you want to be treated if the roles were reversed. Based on this thread I'm seeing some fairly antagonistic behavior towards customers which is generally counter-intuitive to good business practice.

 

[G4werkZ LLC]

I'm not sure how else to say this, but your perspective on customers and customer service tells me that this may not be the right fit for you. In my opinion, one of the best attributes a company can have today is good customer service and it will pay dividends. It shows you stand behind your product and usually you would treat customers the way you want to be treated if the roles were reversed. Based on this thread I'm seeing some fairly antagonistic behavior towards customers which is generally counter-intuitive to good business practice.

Your perspective is noted. Not surprising because when a company responds to statements its damned if we do and damned if we dont. Its alarming that you didnt even comment on comments from people who havent spoken to us (spoke rudely) and yet you find our response hostile which clearly proves the point I made in my post. Its easy to piggy back negatively instead of having a non customer bias mindset.

One thing I will agree on is the fact that people need to treat people the way they would want to be treated or better yet respond to people the way they respond to you. Respect is earned not given, common human decency is a given both to totally different things.

Hope you have a great day.

 

[Ktrw]

Your perspective is noted. Not surprising because when a company responds to statements its damned if we do and damned if we dont. Its alarming that you didnt even comment on comments from people who havent spoken to us (spoke rudely) and yet you find our response hostile which clearly proves the point I made in my post. Its easy to piggy back negatively instead of having a non customer bias mindset.

One thing I will agree on is the fact that people need to treat people the way they would want to be treated or better yet respond to people the way they respond to you. Respect is earned not given, common human decency is a given both to totally different things.

Hope you have a great day.

I get that this seems like people piling on to bash, but your initial response was the primary reason why I replied.

"With that being said, our policies arent made to benefit the customer. Customers are the reasons why companies make policies. Customers want to do whats in the best interest for them, sometimes by any means necessary "

I get that there are people out there who will take advantage of things, but this just seems like you're starting off transactions with a negative outlook. Also, the reason I didn't respond to others is that I primarily care about how the company responds, not what individuals say. The thought process was that there was a customer situation/concern and I wanted to see the resolution and response from the company. It just didn't seem like the response I would have hoped for.

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