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Re: STRANGE Customer Service - Beyond bad
[Re: dthemi]
#230700
02/21/09 01:02 PM
02/21/09 01:02 PM
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Joined: Oct 2007
Posts: 4,213
New York
polyspheric
master
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master
Joined: Oct 2007
Posts: 4,213
New York
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but not good at dealing with the public
That's really sad, because unlike some other more complex problems, it can be fixed.
Typically, you're getting someone on the phone who doesn't know the product, only the catalog. It may be a new hire, or just the boss's significant other (or mother, or sister), but it's saving them perhaps $100 a week over using someone competent.
The bottom line is the bottom line: you have to spend more money.
Find someone on staff who knows what this is. Make him answer the phone.
Eating or losing 1 order a week isn't worth that?
Go to someone else.
Boffin Emeritus
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Re: STRANGE Customer Service - Beyond bad
[Re: moparacer]
#230702
02/21/09 02:28 PM
02/21/09 02:28 PM
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Joined: Jan 2003
Posts: 4,293
Morrow, OH
markz528
master
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master
Joined: Jan 2003
Posts: 4,293
Morrow, OH
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I had very good luck with them until a relatively minor hickup over lug nuts. I wrote a complaint letter and Jeff Strange personally called me to apologize. He sent me a full set of new ones at no charge.
So they do know great customer service as a company, unfortunately it is not effective at the sales to customer level.
I would not be afraid to call Strange and ask for Jeff.
67 Coronet 500 9.610 @ 139.20 mph
67 Coronet 500 (street car) 14.82 @ 94 mph
69 GTX (clone) - build in progress......
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Re: STRANGE Customer Service - Beyond bad
[Re: FastOrange]
#230704
02/21/09 04:21 PM
02/21/09 04:21 PM
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Joined: Jun 2003
Posts: 52,972
Romeo MI
MR_P_BODY
Master
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Master
Joined: Jun 2003
Posts: 52,972
Romeo MI
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I've always had good service with them, bought from them maybe 6 times so far and not 1 problem, plus got the parts within the time frame or sooner 
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Re: STRANGE Customer Service - Beyond bad
[Re: PolyDart]
#230705
02/23/09 01:03 PM
02/23/09 01:03 PM
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Joined: Sep 2007
Posts: 876
Arizona
PolyDart
OP
super stock
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OP
super stock
Joined: Sep 2007
Posts: 876
Arizona
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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 
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Re: STRANGE Customer Service - Beyond bad
[Re: PolyDart]
#230706
02/23/09 01:39 PM
02/23/09 01:39 PM
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Joined: Jul 2008
Posts: 1,075
United States
STLDuster
super stock
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super stock
Joined: Jul 2008
Posts: 1,075
United States
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I called Strange last week when I was shopping for a driveshaft. The person on the other end acted like they didn't know what 7290 U-joints were. They told me that they have tried to order them in the past and it was a "big mess".  They said they only have 1 tail shaft for a 727 in stock and even then it is $179. I had my credit card in hand ready to order and they didn't want to deal with me. I ordered a set of axles from Moser about 5 years ago, fit great, impressed the old timers that were around me at the time. I will do buisness with Moser again, so far my impression with Strange is not a good one.
"No great genius has ever existed without some touch of madness." - Aristotle
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Response from STRANGE ENGINEERING
[Re: STLDuster]
#230707
02/24/09 11:23 AM
02/24/09 11:23 AM
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Joined: Feb 2004
Posts: 470
Big Chicago
amixon
mopar
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mopar
Joined: Feb 2004
Posts: 470
Big Chicago
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Hey guys, like I said I forwarded this to my buddy at Strange and he sent it to his boss MIKE STANGE and here is his response to this post I clip and pasted it here as he sent it to me... Tony, Hope all is going well for you overseas, and you're steering clear of all danger. Thanks for forwarding that thread onto Johnny Kwas. He in turn has forwarded to me, and I have sent it to everyone concerned. We need to know the perception our customers have of us, so we can get our act together to better serve our customers. I just wanted you to know that we have not taken this lightly, and are rectifying the situation with this customer pronto as well as our future customers. We will commit ourselves to better customer service, and will make improvements to shorten our lead times. If you see anymore threads that you feel we should be aware of, please forward to me at mkstange@comcast.net or this email address mkstange@msn.com (this one is old but active, Kwas had this one to forward yours to me). Please be assured we take these threads very seriously and will be proactive in doing our best to satisfy our customer base. Happy customers are returning customers, and returning customers recommend new customers. It's the basis that will help us grow and out perform our competitors. Thanks again Tony, and I look forward to your next visit, not only cause I enjoy seeing you, but also knowing you have made it home safely. Best Regards Mike Stange
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Re: Response from STRANGE ENGINEERING
[Re: amixon]
#230711
02/24/09 11:49 AM
02/24/09 11:49 AM
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Joined: Jan 2003
Posts: 32,394
Quicktree
I Win
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I Win
Joined: Jan 2003
Posts: 32,394
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Quote:
Well, Strange is a family owned company and Mike is one of the sons so something should come from it. Glad to help, it's the least I can do with all of the information and ranting I get to do on here!  
great Job Big T and thanks for serving. Give them a chance to get things straight. I bet they come through.
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Re: Response from STRANGE ENGINEERING
[Re: aarcuda]
#230713
02/24/09 02:10 PM
02/24/09 02:10 PM
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Joined: Sep 2007
Posts: 876
Arizona
PolyDart
OP
super stock
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OP
super stock
Joined: Sep 2007
Posts: 876
Arizona
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Good news JC called from Strange. He said he is the sales manager. He apologize profusely, and didn't make any excuses. He said the axle is now there in their hands and being worked on. He said it will ship tomorrow. JC also threw me another bone... besides the free freight he is upgrading the wheel studs to 5/8". It's good to see they're doing their best to make things right for their customer.
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Re: Response from STRANGE ENGINEERING
[Re: PolyDart]
#230714
02/24/09 02:21 PM
02/24/09 02:21 PM
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Joined: Dec 2007
Posts: 10,542
BROOK PARK, OH
WILD BILL
Senior Member of the Junior Dragster Club
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Senior Member of the Junior Dragster Club
Joined: Dec 2007
Posts: 10,542
BROOK PARK, OH
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Good to hear.
Here's hoping they're taking steps to prevent this from happening again to anyone else. 
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Re: Response from STRANGE ENGINEERING
[Re: PolyDart]
#230715
02/24/09 02:30 PM
02/24/09 02:30 PM
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Joined: Jan 2003
Posts: 32,394
Quicktree
I Win
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I Win
Joined: Jan 2003
Posts: 32,394
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Quote:
Good news
JC called from Strange. He said he is the sales manager. He apologize profusely, and didn't make any excuses. He said the axle is now there in their hands and being worked on. He said it will ship tomorrow.
JC also threw me another bone... besides the free freight he is upgrading the wheel studs to 5/8". It's good to see they're doing their best to make things right for their customer.
make sure your wheels and brake rotors will clear the 5/8" studs or your going to have to do more work.
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Re: Response from STRANGE ENGINEERING
[Re: Quicktree]
#230716
02/24/09 04:31 PM
02/24/09 04:31 PM
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Joined: Sep 2007
Posts: 876
Arizona
PolyDart
OP
super stock
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OP
super stock
Joined: Sep 2007
Posts: 876
Arizona
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Quote:
make sure your wheels and brake rotors will clear the 5/8" studs or your going to have to do more work.
I was worried about that and checked my wheels while I was on the phone with JC I'm getting the axle assembly with Strange brakes so the rotors will be good to go
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Re: Response from STRANGE ENGINEERING
[Re: aarcuda]
#230717
02/24/09 04:42 PM
02/24/09 04:42 PM
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Joined: Aug 2004
Posts: 3,335
MARYLAND
69Cuda340S
master
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master
Joined: Aug 2004
Posts: 3,335
MARYLAND
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Quote:
Strange is infamous in this business and it was kind of terrible to hear about their service. It turned me off to them.
Kind of like that Scat customer service. They don't care if you buy anything from them again or not. Their attitude is "you get what you get now go away".
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Re: Response from STRANGE ENGINEERING
[Re: 69Cuda340S]
#230718
02/24/09 05:27 PM
02/24/09 05:27 PM
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Joined: Jan 2003
Posts: 32,394
Quicktree
I Win
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I Win
Joined: Jan 2003
Posts: 32,394
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Quote:
Quote:
Strange is infamous in this business and it was kind of terrible to hear about their service. It turned me off to them.
Kind of like that Scat customer service. They don't care if you buy anything from them again or not. Their attitude is "you get what you get now go away".
I thought that was Indy's moto 
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Re: Response from STRANGE ENGINEERING
[Re: 69Cuda340S]
#230719
02/24/09 07:11 PM
02/24/09 07:11 PM
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Joined: Mar 2003
Posts: 15,493
the boonies
aarcuda
I Live Here
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I Live Here
Joined: Mar 2003
Posts: 15,493
the boonies
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Quote:
Quote:
Strange is infamous in this business and it was kind of terrible to hear about their service. It turned me off to them.
Kind of like that Scat customer service. They don't care if you buy anything from them again or not. Their attitude is "you get what you get now go away".
I had the same experience with scrap- i mean scat. thank god for credit card charge backs. they didnt want to give me a refund. the bank MADE THEM
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