Vivid Racing - 3 months or worse customer service ever, still can't get it right

[bvrider1]

I gave ample time for one of the sponsors on this site to make things right on their end and today I still received the wrong product. Emails are getting ignored, no call backs and a lot of wishful thinking on my part. I don't care what breakdown of communication they are dealing with at Vivid but I wanted to share my customer experience. I would never buy any products from Vivid Racing. Neither should you.

I thought about sending another email but it will most likely get pushed to the side so what other option do I have? Actually I am going to send them one more email and it is a link to this post.

Sorry for the long post but documentation is key so here we go!!

It all starts Dec 26 2016









So this is what I got today. I am pretty upset



A shot to show scale



So yeah, that's my experience. I am anxious to see if Vivid Racing will stand behind their quality statement of:

"To exceed our customers expectations through continuous improvement and customer satisfaction"

[bvrider1]

sorry, I noticed I can't spell. Should say:

Vivid Racing - 3 months of the worse customer service ever, still can't get it right

[vividracing]

Originally Posted by bvrider1

sorry, I noticed I can't spell. Should say:

Vivid Racing - 3 months of the worse customer service ever, still can't get it right

Hi there. First of all, let me apologize for the lack of communication and service from our team. My name is Ralph, and I manage this forum. With our retail sales team (me), and our online sales teams being a different department, this is the first time that I'm hearing of your issue. I strive to bring excellent customer service to everyone that I deal with, and I'm sorry that you are clearly not satisfied with the customer service that you've received. Please email me directly at ralph@vividracing.com with the specifics of the issue, and I assure you that it will be taken care of Monday morning first thing, when I'm back in the office.

[bvrider1]

Thanks for the quick response. I will email you right now.

[opihi5]

Originally Posted by vividracing

Hi there. First of all, let me apologize for the lack of communication and service from our team. My name is Ralph, and I manage this forum. With our retail sales team (me), and our online sales teams being a different department, this is the first time that I'm hearing of your issue. I strive to bring excellent customer service to everyone that I deal with, and I'm sorry that you are clearly not satisfied with the customer service that you've received. Please email me directly at ralph@vividracing.com with the specifics of the issue, and I assure you that it will be taken care of Monday morning first thing, when I'm back in the office.

When I bought my splitter from you guys Ralph gave me the best customer service I have experienced in a while.

[Bimmed Out]

Originally Posted by bvrider1

sorry, I noticed I can't spell. Should say:

Vivid Racing - 3 months of the worse customer service ever, still can't get it right

You're getting warmer.

[vividracing]

Originally Posted by opihi5

When I bought my splitter from you guys Ralph gave me the best customer service I have experienced in a while.

Thank you! I appreciate that!

[MaximusB]

I bought my meisterchaft exhaust from vividracing and it was one of the easiest and smoothest online purchase I've had. They shipped the exhaust to my local shop on the date they said they would, which allowed me to make an appointment for install in advanced. All in all I had the exhaust installed on the day it arrived.

[vividracing]

Here is an update for you. You will be receiving a return label today for the incorrect caps, so look out for that shortly. It looks like the second set of caps that you just received were already free, due to the first mistake, so there was nothing i could do there. However, what i was able to do for you, was add a $150 store credit for you to use however you like, for the inconvenience. I understand that you are unhappy with the service thus far, but if you choose to give us another shot in the future to use your credit, please email me directly and i will make sure you are taken care of, as i do with all my customers.

[jmk24]

Originally Posted by vividracing

Here is an update for you. You will be receiving a return label today for the incorrect caps, so look out for that shortly. It looks like the second set of caps that you just received were already free, due to the first mistake, so there was nothing i could do there. However, what i was able to do for you, was add a $150 store credit for you to use however you like, for the inconvenience. I understand that you are unhappy with the service thus far, but if you choose to give us another shot in the future to use your credit, please email me directly and i will make sure you are taken care of, as i do with all my customers.

Way to go Vivid. That's good service despite a mistake being made!

[Manda Mew]

I've done 5 orders in the past year including one return, as easy as amazon each time..

[vividracing]

Originally Posted by Manda Marza

I've done 5 orders in the past year including one return, as easy as amazon each time..

Public service announcement: Contacting me directly will typically save you money lol.

[bvrider1]

Just wanted to share some more feedback. Ralph from Vivid has been keeping me well informed and I think this is how it should have been from the get go. I told him in my personal email that I hated to post on a public forum but he is doing everything he can to make this right for me.

[vividracing]

Originally Posted by bvrider1

Just wanted to share some more feedback. Ralph from Vivid has been keeping me well informed and I think this is how it should have been from the get go. I told him in my personal email that I hated to post on a public forum but he is doing everything he can to make this right for me.

Thank you for the update Souriyanh. You should have received the return label today to get those caps sent back. As soon as you ship them back, let me know so i can send the new caps to you.

[pooyab]

This isn't the only time they've had bad service. I think they have a whole thread on the F8X side about poor performance. Even I have experienced it.
I messaged Vivid about a set of Bronze ZE40 in December, they told me they have a set coming in at the end of January. So I put a 50% deposit to reserve it as mine, but I decided not to go the ZE route a few days later. I message them to cancel, however James says it's too late to cancel. Which makes no sense since they haven't even received the wheels themselves. He eventually says that if I choose to cancel it has a 25% restocking fee
I ended up paying the remain invoice since they already had half my money and I didn't want to lose 25% for wheels I never even received, but now I have a set of ZE40 that are taking forever to resell and haven't been used.
The service was ok when I was inquiring about the wheel, but as soon as they get money it is terrible. Customer service is not in mind, only profits. Even a 5 year old could understand that I should have been able to return the wheels since they were going to Vivid and were still a month away from their warehouse. If it was a custom order or if I already had them in my possession I could understand but this was just ridiculous. Only been telling people not to do business with them since then.

[vividracing]

Originally Posted by pooyab

This isn't the only time they've had bad service. I think they have a whole thread on the F8X side about poor performance. Even I have experienced it.
I messaged Vivid about a set of Bronze ZE40 in December, they told me they have a set coming in at the end of January. So I put a 50% deposit to reserve it as mine, but I decided not to go the ZE route a few days later. I message them to cancel, however James says it's too late to cancel. Which makes no sense since they haven't even received the wheels themselves. He eventually says that if I choose to cancel it has a 25% restocking fee
I ended up paying the remain invoice since they already had half my money and I didn't want to lose 25% for wheels I never even received, but now I have a set of ZE40 that are taking forever to resell and haven't been used.
The service was ok when I was inquiring about the wheel, but as soon as they get money it is terrible. Customer service is not in mind, only profits. Even a 5 year old could understand that I should have been able to return the wheels since they were going to Vivid and were still a month away from their warehouse. If it was a custom order or if I already had them in my possession I could understand but this was just ridiculous. Only been telling people not to do business with them since then.

Greetings Pooya,

As you've decided to post this publicly, I now feel the need to reply. I have all of our correspondence from day one. You were made aware that once the wheels were secured by us from Mackin, the order could not be cancelled. We exchanged numerous emails with you negotiating pricing, and when the dust settled, the margins made were actually quite minimal. The invoice was provided to you and your girlfriend, and it was clearly noted special order with no cancellations. After making attempts to renegotiate the purchase price after we had already agreed and taken payment, you then requested to cancel the order. I advised that wasn't an option. You then called Mackin, and made the claim that they told you that you could cancel. Mackin actually informed you that you would need to discuss with us, that there would be restocking fees, etc. Then, magically, the next day your girlfriend attempted to file a PayPal dispute claiming she had no knowledge of the order. This was then discussed between you, her, myself, and PayPal. We provided enough evidence that you and her were attempting to commit fraud, and PayPal sided with us on the dispute. We then delivered the wheels to you within the time frame we said we would. If you somehow believe we still wronged you in any way, please feel free to contact me via phone or email to discuss.

-James
james@vividracing.com
480.966.3040 ext 249

[pooyab]

You caused us enough stress during that time frame, I have no intention to "call and discuss". Idk how you think our conversations from the start date would help you, obviously it would just show I'm correct because I've sent them to other people before and they reach the same conclusion. I've already moved passed the idiocy and shadiness of Vivid, and posted the the wheels for sale.
I never blamed you personally because I just assumed you were doing your job to benefit the company. So it's fine, I'll just continue making sure nobody else falls into the same trap and hope the wheels sell. vividracing

[abren]

Originally Posted by pooyab

You caused us enough stress during that time frame, I have no intention to "call and discuss". Idk how you think our conversations from the start date would help you, obviously it would just show I'm correct because I've sent them to other people before and they reach the same conclusion. I've already moved passed the idiocy and shadiness of Vivid, and posted the the wheels for sale.
I never blamed you personally because I just assumed you were doing your job to benefit the company. So it's fine, I'll just continue making sure nobody else falls into the same trap and hope the wheels sell. vividracing

So basically you ignored the disclaimer that stated 'no cancellations' and blame Vivid when you change your mind a few days later?

[pooyab]

Originally Posted by abren

So basically you ignored the disclaimer that stated 'no cancellations' and blame Vivid when you change your mind a few days later?

I saw that, he actually sent the invoice stating that after I have paid the deposit, but that's my own stupidity. The disclaimer says for custom orders. The issue is it wasn't custom. This was a set Vivid was receiving before I even enquired about any purchase. Like I said if it was ordered on my behalf or a custom built wheel I can understand not canceling. But it wasn't so they could've canceled and left it at their warehouse instead of reshipping it to me.

[ufgtrs2007]

I just ordered an Akrapovic exhaust and BBS FI wheels through vivid racing and the customer service was fantastic. I just received my wheels a week after order and my exhaust is arriving this weekend. They were quick to respond to any questions or concerns I had regarding my order.

[vividracing]

Originally Posted by ufgtrs2007

I just ordered an Akrapovic exhaust and BBS FI wheels through vivid racing and the customer service was fantastic. I just received my wheels a week after order and my exhaust is arriving this weekend. They were quick to respond to any questions or concerns I had regarding my order.

Thank you Haysam! I appreciate it

[bvrider1]

Hey Ralph!!! Got the correct caps today. Thank you for making it right for me.