Coastal Tech Charges You For What They Don't Have

[Bohous]

Either you are in retail or you're not. If they are going to sell these components for a profit then they need to bring in a service manager to take care of customer needs. It's not that hard. I work for a small company that has to onesy twosey orders out the door all the time. I do it every day. My customers do not get charged until I have the order in hand and ready to ship. It's that simple. The only excuse I might see is if the person taking the phone order is using the internet system to place the orders, which is entirely possible.

[Joekc]

Originally Posted by chrisspaulding

True.

Co. policy? LOL You're assuming CT has suits up in offices making decisions. I'm sure those smart anti social engineers ARE the owners!

I .

No, I'm not assuming that at all. (Are you assuming you have to be a large company to have a business model?) Whether you have one employee or 1000, the owner (CEO, etc.) has to set policy. With CT I've always assumed they were a small operation, but I know they have several employees because I've talked to different people. Even if it's a family business, you need to have smarts. They're in business still because they have a monopoly on products people want. I guess the real question is how big could they have grown their business with decent customer service and common courtesy?

There's an old axiom in the restaurant business (which does have competition). It says that the worst customer is the one who receives bad service and doesn't complain to the manager, but rather goes out the door unhappy and tells ten other people about the lousy service. CT needs to realize for every customer they get with their clever products, they probably lose ten more when unhappy customers post their very valid complaints here.

[Joekc]

Originally Posted by Bohous

The only excuse I might see is if the person taking the phone order is using the internet system to place the orders, which is entirely possible.

I asked them if they were using "drop shipping" i.e. sending the order to a third party for shipping. They said they shipped all merchandise themselves, so even this excuse doesn't wash.

To repeat my original complaint. They told me on the phone the product was ready to ship, would ship the next morning, charged my card, then shipped nothing and didn't bother contacting me. Subsequent phone calls resulted in nothing but broken promises.

[Raider]

I have heard of this with some race car shops, where someone has authorized the shop to do prep and maintenance on someone's race car, only to see expenses charged on their credit card, for parts of services that have not taken place.

I think these establishments use customer's money, to pay for other things. They take your money, to pay their vendors, to have items shipped to them, since they may not have enough cash reserves to maintain inventory or establish a credit line for items to be ordered on account, since they do order enough units or without prepayment in advance. Typically cash strapped small businesses.

Your payment could pay for parts they need to build new lockpicks or EV modules, or just prepayment for an XM radio to be sent to them, so they can send it to you.

But unless you know an insider at CT, who's to say what is really going on with your payment and your shipment.

[GatorJZ]

CT makes excellent products and I would have no hesitation ordering from them. Threads like this do nothing to change that. They do, however, me me thankful I am not in retail.

[gatsby_88]

Several months ago, I was ready to buy one of their lockpick products. I e-mailed them a simple question about the capabilities of the various versions that they make, but they never replied. If they won't respond to a simple question when I have cash in hand ready to buy, how do you think their customer service will be after they have your money? I chose not to find out. I will wait for someone else to enter their market or for Coastal Tech to figure out how to do business.

[cairo94507]

I have purchased a couple of products from Coastal Tech., I have done that knowing all the history of complaints. I order, pay and cross my fingers. Finally a package arrives and works like promised. So I am happy. Would I be happier if they had terrific customer service and inventory, yeah. Do I have a choice? No. No one makes the cool stuff they make for our cool cars. End of story.

[MagneticGrayIndy]

I have purchased one product from CT. It came right away but did not work right away. I emailed.. I called... No response, never a person on the line. The product did mysteriously start working, so I let it go. Overall, I agree with OP. I will not buy anything from CT again. They do make cool products.. but when you have to "cross your fingers" that it works or that you'll get it or that they'll repsond IN ANY WAY to questions... that's a horrible business. They may be cool techies.. but they run a horrible business.

[bac]

Originally Posted by MagneticGrayIndy

They do make cool products.. but when you have to "cross your fingers" that it works or that you'll get it or that they'll repsond IN ANY WAY to questions... that's a horrible business. They may be cool techies.. but they run a horrible business.

+1

... Brad

[chrisspaulding]

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CoastalTech
From 1 to 5 = worst to best

1] Website - (1) 2 3 4 5
2] Customer Support - 1 2 (2.5) 3 4 5
3] Product quality - 1 2 3 4 (5)
4] Would you order from them again 1 2 3 4 (5)
5] Would you recommend CT - 1 2 3 4 (5)
6] Would you order from different Co. w/ better customer service - 1 2 3 4 (5)

1] Their website sux, period. Design, current information, and compatibility.
2] Their e-mail support is nonexistent, however, calling the non free # has worked every time. I've even received 2 voice mails from CT answering my Q's.
3] Every item I have ordered worked as advertised with great color instructions
4] I'll keep ordering from them until competition with better accessability and customer service pops up(which could be a while)
5] I'd recommend CT to anyone, understanding they know CT lacks in the service Dep.
6] If the exact products are made from a Co. passionate about customer service, I'll switch to them right away!

CT makes good products. They ship fast. With enough clever effort I've managed to speak with them on some Q's, and I am content with the way they do business. I'll order again!