Coastal Tech Charges You For What They Don't Have

[chrisspaulding]

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Yes, prevent is a better term in that context than anchor.

CT sets up the tracking number first then a few days(or sooner short of the odd mix up) UPS scans your package.

Your not giving CT the benefit of the doubt. Why don't you think it was just a matter of CT's left hand not communicating with the right hand, and your CC charge w/out inventory was a mistake?

I had no idea of Factory Interactive!
Now these guys know how to do it:
"We love to help our customers. Have questions?
Email us at info@factoryinteractive.com"

Look out CT!!!!

[Joekc]

Originally Posted by chrisspaulding

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Your not giving CT the benefit of the doubt. Why don't you think it was just a matter of CT's left hand not communicating with the right hand, and your CC charge w/out inventory was a mistake?

I had no idea of Factory Interactive!
Now these guys know how to do it:
"We love to help our customers. Have questions?
Email us at info@factoryinteractive.com"

Look out CT!!!!

If you re-read my original post, I think I did give them the benefit of the doubt. But let's assume they made an "honest" mistake. They had plenty of opportunity to communicate with me and make it right. They never did this, and even when I finally got them to cancel they order, they took no responsibility, but rather blamed their sloppy work on Toyota.

Now let's compare. I originally ordered from Jon at Factory Interactive. He was out of town on vacation, but still checked his email (imagine that) and immediately got back to me saying they would not be able to ship until the following week. I asked him to cancel my order since I needed it immediately for a trip. He emailed me back thanking me for my order and telling me he still wanted my business should I not be able to get my radio elsewhere. (Prescient, huh?)

Of course mistakes happen and I would usually not post a complaint about a company based on a single experience I had. But when dozens of other people's experiences are the same as mine, then that's not an accident, but an "on purpose." CT can make a concientious effort to take care of their customers or they can abuse them and wonder why their business doesn't grow. Benefit of the doubt? From what I've read here, they're way past that.

[joel7269]

Originally Posted by Joekc

Yes, I got the same thing. They sent me a tracking # for a product they didn't even have. So it doesn't neccessarily mean your order has shipped.

Somethings coming.....

Package Progress

Location Date Local Time Description
JACKSONVILLE,FL, US 07/08/2008 3:53 A.M. DEPARTURE SCAN 07/08/2008 12:32 A.M. ARRIVAL SCAN MELBOURNE,
FL, US 07/07/2008 7:29 P.M. ORIGIN SCAN 07/07/2008 6:41 P.M. PICKUP SCAN
US 07/07/2008 9:15 A.M. BILLING INFORMATION RECEIVED

[bac]

Originally Posted by Joekc

My main gripe was charging my credit card when they didn't even have the item

That practice is perhaps illegal, and without question unethical. I find it difficult to reward such behavior regardless of the product.

... Brad

[chrisspaulding]

Originally Posted by Joekc

...He was out of town on vacation, but still checked his email (imagine that) and immediately got back to me saying they would not be able to ship until the following week. I asked him to cancel my order since I needed it immediately for a trip. He emailed me back thanking me for my order and telling me he still wanted my business should I not be able to get my radio elsewhere. (Prescient, huh?)

That is awesome customer service! Love when I see that effort!

Originally Posted by Joekc

Of course mistakes happen and I would usually not post a complaint about a company based on a single experience I had. But when dozens of other people's experiences are the same as mine, then that's not an accident, but an "on purpose." CT can make a concientious effort to take care of their customers or they can abuse them and wonder why their business doesn't grow. Benefit of the doubt? From what I've read here, they're way past that.

Very good point! Some other company could bump them out of the picture if only there was one with the service like Jon's Co.!
.

[aaf709]

This thread is kinda interesting.

I've ordered from them in the past and they never charged until they shipped. Now, I ordered the Auto-Lock and NAV override (early version of Lockpick) back in April '05. I didn't get the lock until September '05 and the override until January '06. I expected the override to take time, but the lock kit was another matter. I called them in July and they said they'd check, but I really didn't get results until I complained in a Yahoo group. Then they said they were trying to get through to me, but I had my spam filter too high.

On the other hand, I ordered the EV mod in February '06 and got it a little more than a week later.

Before I even had a Prius I was on a Yahoo list and someone announced that the Coastal site was gone (it was for 3 days). I said that I had dealt with a company that took orders (and your money) and didn't ship and I would be reluctant to order until they were shipping. Boy, I was blasted. I was blamed for trying to destroy a nice mom and pop business. Another said, that since I was a newbie, I didn't realize that if the Prius community was a real community, Coastal Dave would be mayor. I even got blasted by Coastal Dave himself.

[chrisspaulding]

Originally Posted by aaf709

This thread is kinda interesting.

I've ordered from them in the past and they never charged until they shipped. Now, I ordered the Auto-Lock and NAV override (early version of Lockpick) back in April '05. I didn't get the lock until September '05 and the override until January '06. I expected the override to take time, but the lock kit was another matter. I called them in July and they said they'd check, but I really didn't get results until I complained in a Yahoo group. Then they said they were trying to get through to me, but I had my spam filter too high.

On the other hand, I ordered the EV mod in February '06 and got it a little more than a week later.

Before I even had a Prius I was on a Yahoo list and someone announced that the Coastal site was gone (it was for 3 days). I said that I had dealt with a company that took orders (and your money) and didn't ship and I would be reluctant to order until they were shipping. Boy, I was blasted. I was blamed for trying to destroy a nice mom and pop business. Another said, that since I was a newbie, I didn't realize that if the Prius community was a real community, Coastal Dave would be mayor. I even got blasted by Coastal Dave himself.

OUCH. Careful, I've heard rumors they've banned people from ordering due to forums bashing.

[Joekc]

Originally Posted by chrisspaulding

OUCH. Careful, I've heard rumors they've banned people from ordering due to forums bashing.

Since they seldom seem to know who their customers are or what they've ordered, it sounds like an empty "threat."

That said, I don't really wish them ill. My hope is that threads like these will help such companies realize that if you treat customers badly in the Internet age, it will come back on you quickly.

I've worked retail and it's not easy. But it's a lot easier if you treat a customer the way you would like to be treated yourself. Why is that so hard I wonder?

[nyty-nyt]

I wanted to buy an EV mod from them. The order process lists a hundred countries, lets you input your credit card, then denies your order.
They sent me a reply to an email that they don't ship outside the US, don't take out of country orders or accept non-US credit cards.
This is a first for me.

[max9952001]

I am sorry to hear about the bad experience. I ordered an EV switch, mud flaps and auto door switch and had a great experience with quick shipping. I got to them from a recomendation from a close personal friend who ordered for his prius and had a good experience. I also thought their documentation for install was very good.