Quote:
Originally Posted by Mishimoto
370Z Community:
I felt compelled to respond to this thread after reading through in detail. Every attempt was made to address the situation. We have been communicating with the community in a transparent manner to address this situation. Clearly we take our customer's satisfaction and our brand image very seriously. We pulled all of the inventory and inspected as well as ran internal leak tests. We did in fact bring an O ring expert from Parker company in to provide additional feedback. We have changed O Ring suppliers and are using this company moving forward. We swapped out all of the current O Rings with the new O Ring part as a precautionary measure. We have also implemented new torquing specs in our quality control process, although is should be noted that the inventory inspected was properly torqued. It should also be noted that this is a sole incident and we have not had any other reported issues.
While members like Chuck continue to troll this forum to try to get a rise, we hope that other members will read this and realize the extent the company has gone through to address and solve the issue. The part is a fantastic part. It was well engineered and it works great. This was an unfortunate incident and it has been addressed. Manufacturing is not perfect. Things happen - regardless of the level of quality control or where the part is made.
On a side note - Did you know the Challenger shuttle explosion stemmed from a faulty O-Ring?
CHALLENGER EXPLOSION
We manage 1,400 SKUs over dozens of makes and models and have produced hundreds of thousands of parts. Its only natural that something will go wrong at some point. While Chuck may chime in and say that we are only addressing this because it is on a forum - I call BS. The forums are a great tool to communicate with our consumers, whether good or bad. This should have been addressed prior, as 99% of issues are, during the initial phone call. This has been addressed internally. If we didn't offer great support 99% of the time, you would be hearing much more negativity from consumers. We wouldn't be able to offer a lifetime warranty on our parts if we weren't confident of the quality. The company has 40+ employees and four locations in three countries. We're in it for the long run - not to make one-time sales to customers. We frankly cannot afford to lose the trust in our consumers, which is why we go to the extent we do.
Regarding the service that Derraj06 has experienced.. Again - We have pulled our CSRs aside and have addressed the issue. We will be reaching out to provide you with a complimentary product or gift certificate to the website to accommodate you for your unfortunate experience. This should have been done sooner, and I apologize for that.
Best Regards,
Mike Sullivan
President
Mishimoto |
Mike,
Since you took the time to post I would like to respond to you as well.
I work in the automotive parts business as well and I agree things happen. I made this thread because of the poor help I received. The entire process came across as it didn't matter and no one cared my car wasn't running and could have been seriously damaged. You mentioned an initial phone call. There was no initial phone call! I called your service rep and specifically asked to be called in a voice mail because he was in a meeting when I asked for him. I still have all the emails I sent specifically asking for an oring to be overnight shipped because my car was in a shop. I also explained it's my only car and I was without a vehicle until this part arrived. When no feedback came I ordered a different company's product so I could drive my car.
Also, to address your example of the shuttle crash. My father worked at Parker when that happened. The company that designed the SSB took responsibility for their design flaw and forfeited 10 million dollars as a result.
I made this thread to inform people of the customer service that I received and the potential for serious damage to happen if someone else receives one in the same condition.
I have no ties to anyone else posting in this thread but it seems others have had experiences similar to mine.
I am sending oil samples from before and after this incident to the labs for analysis next week when I have my oil changed for the first time since this was resolved.
I'm glad to see you addressed it for future potential issues but one question you haven't seemed to answer was how are you ensuring the cap is torqued down properly? What mistake proof system do you have in place?