Strange Engineering Customer Service

**Rick** · 02-23-2009, 11:39 AM

All of the following is a cut and paste from a Mopar site I originally posted this on:

Ordered an S60 (Dana 60 with a custom Strange Engineering housing) with brakes on 1/28 they told me it would be done on 2/13 and be here by today.

Called to check on it on Monday the 16th. Rep told me he was busy and would call me back. Waited 2 hours and didn't hear from him. I was mistaken about the time zone and thought it was just about 5 their time, turned out it was just about 4. The rep was pissed at me for not waiting for him to call me

I told him what the problem was and he said he would check on it. Came back and his attitude totally changed, uh sorry it hasn't even been started on yet. The guy who took your order made a mistake, I'll have him call you.

Rep calls and tells me he forgot to fax my order to whoever does their welding for them. I ordered the axle with a custom width, so I guess they needed to get the housing ends welded on. I always thought Strange did that in house...

So my rep tells me that my axle will be back to Strange from the welders yesterday, 2/19 and it would ship today. Called today, and it hadn't shipped and the guy I spoke too couldn't even tell me if it was back in their hands as the rest of their crew had already left for the day.

I guess the economy hasn't hurt Strange Engineering any... they can afford to piss off a guy who just plunked down about $3000 and can just as easily get it backed off his credit card.

I went with Strange because they did good by me 20+ years ago when I had my first Dart. I guess things change with time, not always for the best...

So even if they can get the thing out on Monday I'm probably still looking at another week after that to get it here to my door in Phoenix.

Fast forward to this morning 2/23...

Spoke to my sales rep this morning. Go back to my first post and DITTO... Really. He said the EXACT same thing today that he said exactly one week ago.

He told me the axle would be in their hands on Thursday and ready to ship on Friday. I said why should I believe you since that's what you said last week. He said he wasn't there Friday to make sure it was done. I said, it wouldn't have made any difference since it was supposed to be there Thursday and obviously it wasn't or they would be able to work on it a whole lot sooner than this coming Thursday

Dang this is getting my blood pressure up.

The only reason I didn't cancel my order right then and there was because he offered me free shipping to AZ and he "promised" it would be shipping on Friday.

This is like a bad joke .

*techieman33* · 02-23-2009, 11:47 AM

I hope you have better luck with them then my brother did with is bumpers from Kennesaw mountain. They took a a deposit for half, and told him he would have them within a month, it ended up taking almost 4 months to get them, and that's after calling them almost every week getting promised they would be done soon. Places like that normally have you by the balls and they know it.

**Rick** · 02-23-2009, 11:57 AM

I already told them if they don't get it right this time I'll be taking my business to their competition at Moser. The offer of free shipping is the only thing that has kept me from switching already.

**IZwack** · 02-23-2009, 12:50 PM

How much was shipping ?

*TarHeel085* · 02-23-2009, 12:56 PM

not sure if i would have waited as long as you are! my father just had a similar experience with Dell, they delayed it so long about 3 months, he called them up cancelled his laptop and had a brand new Mac in less then a weeks time!

people just think they can treat you however they want here lately, its ridiculous!

**Rick** · 02-23-2009, 07:48 PM

Quote:

Originally Posted by IZwack

How much was shipping ?

Over $300 for freight to a residential address.

*corkey* · 02-23-2009, 07:53 PM

is that really worth the inconvenience, what if you were broke, and sitting in a strange (sic) city waiting to get somewhere, like home,

**IZwack** · 02-23-2009, 08:13 PM

I'd say saving $300 that could go towards other parts is probably worth it. Thats one beadlock wheel shipped, almost 5 sticks of 1.75" DOM tubing, and so on

**rookieshooter** · 02-23-2009, 08:28 PM

That's strange about Strange not having it all in-house. I thought they did. In my drag cars that's all I ran were Strange axles.
I think upper management ought to look into their customer service area. I've recently had to deal with Holley and MSD and both were top of the line in customer service. I mean calling me back, shipping and even sending me parts free that were out of warranty.
I don't think I would have had the patience with what you went through.

**Rick** · 02-24-2009, 12:07 PM

Good news! One of the Stange family members called me today to personally apologize for the situation. He said that my axle is now there and being worked on. It will ship tomorrow. He threw me another bone too. Along with the free freight he's upgrading my wheel studs from 1/2" to 5/8". The 5/8" studs normally run $80.

**Burns** · 02-24-2009, 01:04 PM

Now thats a good turn of events. I like when companys see that they made a mistake and work to make it right with you.

Sojourner · 02-25-2009, 02:02 AM

Quote:

Originally Posted by TarHeel085

not sure if i would have waited as long as you are! my father just had a similar experience with Dell, they delayed it so long about 3 months, he called them up cancelled his laptop and had a brand new Mac in less then a weeks time!

people just think they can treat you however they want here lately, its ridiculous!

I had a similar problem several years ago with IBM, except that I sent them a check for the computer than waited three months before I finally got fed up and told them to send my money back (those were the days before you could use your debit card as a credit card and I had no credit cards). What REALLY got me ticked off was that they said they couldn't get my money back to me for at least three weeks! I asked them how long it would be before they finally had my computer ready for me and they said, "Oh, probably another six weeks." I said, "Send me my money! I'll buy a Compaq instead!" And I did (that was before Compaq was bought out by Hewlett Packard... don't ever buy a Compaq or Hewlett Packard computer now)!

Oh! One final note. When I got the check, my bank put a hold on it because it was an out of state check! Sheesh!

02-23-2009, 11:39 AM	#1
Rick Admin Pumpkin Pilot Wayoutin, Aridzona '93 XL Join Date: Feb 1999 Posts: 27,251 Vehicle Specs (Original Poster)	Strange Engineering Customer Service All of the following is a cut and paste from a Mopar site I originally posted this on: Ordered an S60 (Dana 60 with a custom Strange Engineering housing) with brakes on 1/28 they told me it would be done on 2/13 and be here by today. Called to check on it on Monday the 16th. Rep told me he was busy and would call me back. Waited 2 hours and didn't hear from him. I was mistaken about the time zone and thought it was just about 5 their time, turned out it was just about 4. The rep was pissed at me for not waiting for him to call me I told him what the problem was and he said he would check on it. Came back and his attitude totally changed, uh sorry it hasn't even been started on yet. The guy who took your order made a mistake, I'll have him call you. Rep calls and tells me he forgot to fax my order to whoever does their welding for them. I ordered the axle with a custom width, so I guess they needed to get the housing ends welded on. I always thought Strange did that in house... So my rep tells me that my axle will be back to Strange from the welders yesterday, 2/19 and it would ship today. Called today, and it hadn't shipped and the guy I spoke too couldn't even tell me if it was back in their hands as the rest of their crew had already left for the day. I guess the economy hasn't hurt Strange Engineering any... they can afford to piss off a guy who just plunked down about $3000 and can just as easily get it backed off his credit card. I went with Strange because they did good by me 20+ years ago when I had my first Dart. I guess things change with time, not always for the best... So even if they can get the thing out on Monday I'm probably still looking at another week after that to get it here to my door in Phoenix. Fast forward to this morning 2/23... Spoke to my sales rep this morning. Go back to my first post and DITTO... Really. He said the EXACT same thing today that he said exactly one week ago. He told me the axle would be in their hands on Thursday and ready to ship on Friday. I said why should I believe you since that's what you said last week. He said he wasn't there Friday to make sure it was done. I said, it wouldn't have made any difference since it was supposed to be there Thursday and obviously it wasn't or they would be able to work on it a whole lot sooner than this coming Thursday Dang this is getting my blood pressure up. The only reason I didn't cancel my order right then and there was because he offered me free shipping to AZ and he "promised" it would be shipping on Friday. This is like a bad joke . __________________ Rick Horwitz, AB7FH "Serious Exploration's" Admin Rick's '93/'98 Explorer "The Great Pumpkin" Dodge Dart 512 Resto/Race 10.29 @ 129 2004 Mustang Mach 1 2003 Dodge Ram/Cummins Dually

02-23-2009, 11:57 AM	#3
Rick Admin Pumpkin Pilot Wayoutin, Aridzona '93 XL Join Date: Feb 1999 Posts: 27,251 Vehicle Specs (Original Poster)	I already told them if they don't get it right this time I'll be taking my business to their competition at Moser. The offer of free shipping is the only thing that has kept me from switching already. __________________ Rick Horwitz, AB7FH "Serious Exploration's" Admin Rick's '93/'98 Explorer "The Great Pumpkin" Dodge Dart 512 Resto/Race 10.29 @ 129 2004 Mustang Mach 1 2003 Dodge Ram/Cummins Dually

02-23-2009, 12:50 PM	#4
IZwack Germantown, MD Join Date: Feb 2003 Posts: 22,389 Vehicle Specs	How much was shipping ? __________________ »»»»»...how'd the moon get there, how'd the moon get there?

02-23-2009, 12:56 PM	#5
TarHeel085 And den Raleigh, NC '99 Sport 4wd Join Date: Aug 2001 Posts: 4,180 Vehicle Specs	not sure if i would have waited as long as you are! my father just had a similar experience with Dell, they delayed it so long about 3 months, he called them up cancelled his laptop and had a brand new Mac in less then a weeks time! people just think they can treat you however they want here lately, its ridiculous! __________________ Curtis My truck 3link D30 SAS. DONE '99 Saab 9-5 2.3T http://www.eastcoastgearsupply.com

02-23-2009, 07:53 PM	#7
corkey Elite Canuck, Eh ?? In the Great White North where winter never seems to end ,Ontario,, still ice fishing,, 96xl,99xls,old Rangers Join Date: Jan 2008 Posts: 5,450 Vehicle Specs	is that really worth the inconvenience, what if you were broke, and sitting in a strange (sic) city waiting to get somewhere, like home, __________________ Log Roller,, Fox Coilovers 35's and others, , Truck of the month Ranger Of Danger,,,project truck, also look for Blues Traveller Elite registry, ,

02-23-2009, 11:47 AM	#2
techieman33 Elite Explorer Topeka, KS 00 V8 Mountaineer Join Date: Jan 2005 Posts: 8,222 Vehicle Specs	I hope you have better luck with them then my brother did with is bumpers from Kennesaw mountain. They took a a deposit for half, and told him he would have them within a month, it ended up taking almost 4 months to get them, and that's after calling them almost every week getting promised they would be done soon. Places like that normally have you by the balls and they know it.

02-23-2009, 08:13 PM	#8
IZwack Germantown, MD Join Date: Feb 2003 Posts: 22,389 Vehicle Specs	I'd say saving $300 that could go towards other parts is probably worth it. Thats one beadlock wheel shipped, almost 5 sticks of 1.75" DOM tubing, and so on __________________ »»»»»...how'd the moon get there, how'd the moon get there?

02-23-2009, 08:28 PM	#9
rookieshooter Martinsburg WV 84 BII "Li'l Samson" Join Date: Mar 2005 Posts: 7,184 Vehicle Specs	That's strange about Strange not having it all in-house. I thought they did. In my drag cars that's all I ran were Strange axles. I think upper management ought to look into their customer service area. I've recently had to deal with Holley and MSD and both were top of the line in customer service. I mean calling me back, shipping and even sending me parts free that were out of warranty. I don't think I would have had the patience with what you went through. __________________ "2012 & 2011Truck Nationals" At Carlisle Extreme 4x4" First Place winner. "2012 &2011 All Ford Nationals" At Carlisle First place winner Bronco Trail Truck Featured in 2012 Bronco Driver Mag. Petersen's 4Wheel mag ROTM. Voted 2008 Bronco II of Year

02-24-2009, 12:07 PM	#10
Rick Admin Pumpkin Pilot Wayoutin, Aridzona '93 XL Join Date: Feb 1999 Posts: 27,251 Vehicle Specs (Original Poster)	Good news! One of the Stange family members called me today to personally apologize for the situation. He said that my axle is now there and being worked on. It will ship tomorrow. He threw me another bone too. Along with the free freight he's upgrading my wheel studs from 1/2" to 5/8". The 5/8" studs normally run $80. __________________ Rick Horwitz, AB7FH "Serious Exploration's" Admin Rick's '93/'98 Explorer "The Great Pumpkin" Dodge Dart 512 Resto/Race 10.29 @ 129 2004 Mustang Mach 1 2003 Dodge Ram/Cummins Dually

02-24-2009, 01:04 PM	#11
Burns EF Late Night Crew Memphis, TN 1991 Explorer/2002 F-250 Join Date: Oct 2004 Posts: 8,923 Vehicle Specs	Now thats a good turn of events. I like when companys see that they made a mistake and work to make it right with you. __________________ Jonathan Burns Moderator of the Feature Truck Forum Owner of the "Lime" Forum Rules and Usage