[Mark_17]

Here's my story, do with it what you will, I would be remiss not to let others know.

Back in May I bought MAD's catted down pipes and non resonated single mid pipe from XPH.

They were back ordered, I ended up getting them later on, I forget the exact dates but I had them both by August. July 27th I started a very large project on my G37 project that was going to take up the next few months of my time, so I was in no rush.

There was no brace in the shipment. Fine, as I said I'm not in a rush. This was finally delivered a couple weeks ago. It fit fine, plenty of clearance. All good.

Mid-November I have access to a friends time and lift. Stock parts came out easy. Everything moving along nicely. The V bands on the MAD downpipe did not fit into the stock turbos. They measured around .02" larger than stock. Not having time to deal with this another way, out comes the file and sand paper. After hours of tooling away, I got them whittled down enough to fit.

Exhausted, the mid pipe goes on. The connections to the down pipe do not match the angle. Fine. It works enough and I haven't seen a leak, although it looks amateurish.

Start is up and drive home. Wow. The sound is great. Very happy about it. Until I see a CEL. Fine. I'm not new to aftermarket upgrades, I just wasn't expecting this. I'll order some O2 spacers to the tune of $50/ea and move on with my life.

I was really ticked about the down pipe V bands not fitting. That I felt was unacceptable. I messaged MAD, they told me to reach out to the distributor I used and they'd see what they could do.

I send that message to XPH. They tell XPH its been over 90 days and they won't do anything for me. XPH, stand up folks - who I will happily give future business to, offered a $100 discount on my next purchase from them.

Again, buyer beware. If I had a more exact way of measuring the stock V Band size, I'll post the size up so anyone else can verify what they receive will fit before disassembling their car.

/Rant.

[mike@x-ph.com]

Im sorry you experienced this issue. It’s late in the day, and the rep who handled it is not in the office. I’ll speak with him tomorrow to get more details. From what i can see, the fault appears to be on our end, not MAD.

You filed a refund request, but the XPH rep mistakenly thought you were filing a return request. He forwarded it to MAD, who informed him you requested a refund, not a return; they did not mention accepting or refusing the request(screenshot below). A few hours later, you said the same thing to him about wanting a refund and not a return, and that’s when he realized his mistake and issued you store credit.

While I’m glad your request was fulfilled, he made an error and did not admit it. I noticed in the email chain that you even asked him to confirm what MAD had said, but he didn’t address it and instead focused only on the refund request.

I apologize to everyone involved; I’ll speak with the rep tomorrow and provide additional details if needed.

You got an item that did not fit well. You also waited some time for the brace, and after everything, you still kept the item and did not ask to return it. I think you deserve an even bigger store credit, so im going to double what my rep offered you and add another $100 credit to your account.
If you have any questions, please feel free to DM or call me, and again im sorry for the rep's mistake, i will speak with him tomorrow.

[Mark_17]

Mike, Thanks for looking into this. I hope my rant didn't come off as a criticism of XPH as that was not my intent. My frustration lies solely with MAD but I really respect XPH owning up to their own mistake.

[mike@x-ph.com]

Originally Posted by Mark_17

Mike, Thanks for looking into this. I hope my rant didn't come off as a criticism of XPH as that was not my intent. My frustration lies solely with MAD but I really respect XPH owning up to their own mistake.

There's no need to worry at all! Your review is very fair. You weren’t trying to discredit anyone but rather sharing your experience, both the good and the bad.

I really appreciate these kinds of fair posts, and I’m glad I saw your thread so im able to rectify the situation as quickly as possible.

[priitserk]

Originally Posted by Mark_17

Here's my story, do with it what you will, I would be remiss not to let others know.

Back in May I bought MAD's catted down pipes and non resonated single mid pipe from XPH.

They were back ordered, I ended up getting them later on, I forget the exact dates but I had them both by August. July 27th I started a very large project on my G37 project that was going to take up the next few months of my time, so I was in no rush.

There was no brace in the shipment. Fine, as I said I'm not in a rush. This was finally delivered a couple weeks ago. It fit fine, plenty of clearance. All good.

Mid-November I have access to a friends time and lift. Stock parts came out easy. Everything moving along nicely. The V bands on the MAD downpipe did not fit into the stock turbos. They measured around .02" larger than stock. Not having time to deal with this another way, out comes the file and sand paper. After hours of tooling away, I got them whittled down enough to fit.

Exhausted, the mid pipe goes on. The connections to the down pipe do not match the angle. Fine. It works enough and I haven't seen a leak, although it looks amateurish.

Start is up and drive home. Wow. The sound is great. Very happy about it. Until I see a CEL. Fine. I'm not new to aftermarket upgrades, I just wasn't expecting this. I'll order some O2 spacers to the tune of $50/ea and move on with my life.

I was really ticked about the down pipe V bands not fitting. That I felt was unacceptable. I messaged MAD, they told me to reach out to the distributor I used and they'd see what they could do.

I send that message to XPH. They tell XPH its been over 90 days and they won't do anything for me. XPH, stand up folks - who I will happily give future business to, offered a $100 discount on my next purchase from them.

Again, buyer beware. If I had a more exact way of measuring the stock V Band size, I'll post the size up so anyone else can verify what they receive will fit before disassembling their car.

/Rant.

Im having the same issue that MAD downpipe does not fit into stock turbo. Whole day and no progress. Im so maaaddd 🙁🙁

Could you please describe what you did? Just grinded it down? Jesus christ...
Did the second downpipe, the lower one, fit or that also was too big?

[Dave07997S]

Come on MAD get your shit together. A couple of people on the G87 Facebook page are having the same issues. Makes you wonder if they are just ordering this stuff off of AliExpress.

[Carefree]

I spent a few extra dollars for Fabspeed downpipes to avoid second rate products and service.

In hindsight, a wise decision.

YMMV

[Info@mad-us.com]

Originally Posted by Dave07997S

Come on MAD get your shit together. A couple of people on the G87 Facebook page are having the same issues. Makes you wonder if they are just ordering this stuff off of AliExpress.

These are the only two issues we’ve been contacted about. The customer above is experiencing an issue with our catless downpipe, which we’ve been selling for years without any problems having sold hundreds of these downpipes.

Unfortunately, sometimes things occur that are beyond our control, especially when dealing with tolerances as small as 0.2 mm. Regardless, we always prioritize our customers and will take care of them, whether that means offering a full refund or compensation if they choose to fix the issue.

[Dave07997S]

Originally Posted by Info@mad-us.com

These are the only two issues we’ve been contacted about. The customer above is experiencing an issue with our catless downpipe, which we’ve been selling for years without any problems having sold hundreds of these downpipes.

Unfortunately, sometimes things occur that are beyond our control, especially when dealing with tolerances as small as 0.2 mm. Regardless, we always prioritize our customers and will take care of them, whether that means offering a full refund or compensation if they choose to fix the issue.

Listen, I have your guys exhaust controller and I am very happy about it. However, on the Facebook pages as well as a few others I know have had issues with the fitment of the midpipes. Most of them just take them to exhaust shops and have them adjusted or tweaked to get them to fit. I am interested in the midpipe with the resonator but I am hesitant as I am seeing quite a few of the same posts regarding fitment. I know you will guys will get this right. I am not bashing on you guys...consider it constructive criticism.

[Info@mad-us.com]

Originally Posted by Dave07997S

Listen, I have your guys exhaust controller and I am very happy about it. However, on the Facebook pages as well as a few others I know have had issues with the fitment of the midpipes. Most of them just take them to exhaust shops and have them adjusted or tweaked to get them to fit.

Sorry, I thought you were referring to downpipes. Regarding midpipes yes, we did have multiple reports of fitment issues when pairing them with OEM downpipes. However, there were no issues when paired with our downpipes. The problem was due to a small amount of pipe material protruding behind the flange that needed to be grinded down.

We’ve addressed this with our manufacturer, and the issue has been corrected moving forward. Additionally, for any customer who contacted us, we’ve either provided a full refund with a return label or offered compensation.

PS: Your constructive criticism is always welcome.

[Mark_17]

Originally Posted by priitserk

Im having the same issue that MAD downpipe does not fit into stock turbo. Whole day and no progress. Im so maaaddd 🙁🙁

Could you please describe what you did? Just grinded it down? Jesus christ...
Did the second downpipe, the lower one, fit or that also was too big?

Both of the V Band flanges were too large. I used a file and sand paper to take them down until they fit.

Originally Posted by Info@mad-us.com

Sorry, I thought you were referring to downpipes. Regarding midpipes yes, we did have multiple reports of fitment issues when pairing them with OEM downpipes. However, there were no issues when paired with our downpipes. The problem was due to a small amount of pipe material protruding behind the flange that needed to be grinded down.

We’ve addressed this with our manufacturer, and the issue has been corrected moving forward. Additionally, for any customer who contacted us, we’ve either provided a full refund with a return label or offered compensation.

XPH offered me compensation, while MAD denied it.

[Info@mad-us.com]

Originally Posted by Mark_17

Both of the V Band flanges were too large. I used a file and sand paper to take them down until they fit.



XPH offered me compensation, while MAD denied it.

Mark,

I’m truly sorry to hear about the issue you had with our product. I genuinely am. However, the notion that we denied any claim is simply not true. I was the one who advised you to reach out to your dealer for compensation.

Whenever our dealer has an issue with a customer requiring compensation, we always empower the dealer to provide that directly to the customer. Since we don’t have access to your credit card information or any other personal details, this is the most efficient way for us to handle such situations. We then reimburse our dealers, either with a refund or store credit for future purchases.

I will admit that the last $100 store credit Mike offered was done on his own, and we were not aware or apart of it.

Again, I would never deny a claim for the issues you encountered it would go completely against our policy.

[bwardipi]

Originally Posted by mike@x-ph.com

There's no need to worry at all! Your review is very fair. You weren’t trying to discredit anyone but rather sharing your experience, both the good and the bad.

I really appreciate these kinds of fair posts, and I’m glad I saw your thread so im able to rectify the situation as quickly as possible.

Good work Mike, like your style. We are all human and human's make lot's of mistakes (especially those who work for us). All companies make mistakes and the difference between a good company and a poor company is how they deal with them. Nice to see you resolve it in this manner.

[mike@x-ph.com]

Originally Posted by bwardipi

Good work Mike, like your style. We are all human and human's make lot's of mistakes (especially those who work for us). All companies make mistakes and the difference between a good company and a poor company is how they deal with them. Nice to see you resolve it in this manner.

Thank you for the kind words

[Mark_17]

Originally Posted by Info@mad-us.com

Mark,

I’m truly sorry to hear about the issue you had with our product. I genuinely am. However, the notion that we denied any claim is simply not true. I was the one who advised you to reach out to your dealer for compensation.

Whenever our dealer has an issue with a customer requiring compensation, we always empower the dealer to provide that directly to the customer. Since we don’t have access to your credit card information or any other personal details, this is the most efficient way for us to handle such situations. We then reimburse our dealers, either with a refund or store credit for future purchases.

I will admit that the last $100 store credit Mike offered was done on his own, and we were not aware or apart of it.

Again, I would never deny a claim for the issues you encountered it would go completely against our policy.

I do not understand your claim of not denying the claim? Then why did XPH go out on their own to offer me a credit after stating that a credit was denied by MAD?

[Info@mad-us.com]

Originally Posted by Mark_17

I do not understand your claim of not denying the claim? Then why did XPH go out on their own to offer me a credit after stating that a credit was denied by MAD?

Mark, I’m very confused about where you’re getting the information that suggests I denied your claim. XPH posted the entire email chain, and all it shows is that I corrected their support person by clarifying that you didn’t want to return the product but were seeking compensation.

As I mentioned when you reached out to me directly about the issue, I already understood it would be a compensation based claim. That’s why I directed you to contact them to get the process started in the first place.

Originally Posted by mike@x-ph.com

Im sorry you experienced this issue. It’s late in the day, and the rep who handled it is not in the office. I’ll speak with him tomorrow to get more details. From what i can see, the fault appears to be on our end, not MAD.

You filed a refund request, but the XPH rep mistakenly thought you were filing a return request. He forwarded it to MAD, who informed him you requested a refund, not a return; they did not mention accepting or refusing the request(screenshot below). A few hours later, you said the same thing to him about wanting a refund and not a return, and that’s when he realized his mistake and issued you store credit.

While I’m glad your request was fulfilled, he made an error and did not admit it. I noticed in the email chain that you even asked him to confirm what MAD had said, but he didn’t address it and instead focused only on the refund request.

I apologize to everyone involved; I’ll speak with the rep tomorrow and provide additional details if needed.

You got an item that did not fit well. You also waited some time for the brace, and after everything, you still kept the item and did not ask to return it. I think you deserve an even bigger store credit, so im going to double what my rep offered you and add another $100 credit to your account.
If you have any questions, please feel free to DM or call me, and again im sorry for the rep's mistake, i will speak with him tomorrow.


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[mike@x-ph.com]

It seems there was a misunderstanding regarding the refund request. The XPH rep mistakenly treated it as a return request instead of a refund. Once the mistake was realized, the rep corrected it immediately and issued a store credit. This error was entirely on us, not on MAD, as the information initially provided to them was incorrect. As shown in the previous email chain, MAD never refused to issue a store credit or a refund.

The XPH rep resolved the issue by approving the store credit but failed to admit to the initial mistake, which unfortunately led OP to believe it was MAD's fault.

Once the issue was brought up on the forum and I became aware of it, I provided OP with an additional store credit to compensate for the inconvenience.

To summarize:

1-The XPH rep sent the wrong request to MAD.
2-MAD neither approved nor refused the request; they simply pointed out the error.
3-The XPH rep realized the mistake and issued the store credit right away.
4-I doubled the store credit as compensation for the hassle.

[Mark_17]

Thanks Mike. I have been toiling over this off and on for a while now, I can't even keep up with who did what or how or whatever.

I can tell you this-

XPH - Keeps my business
MAD - I'll pass.