gvincent Posted July 5, 2007 Share Posted July 5, 2007 I bought a set of Russell Wire Looms for my LT1 and placed them with all my other parts for my project, Well when the time came to install them I couldn't and still can't find a couple of the plastic wire holder pieces. So I went online and asked if I could buy a couple of replacement parts. The Emails below tell the story. I originaly wrote: Hi, I need to buy some replacement parts for the #611148 spark plug wire divider. (Page 44 of the 06 Russell catalog) I tore down my LT1 engine a little over a year ago and have lost or misplaced some of the plastic wire dividers for the item. How and where do I order replacement pieces? The engine is ready to go back in now and I need these wire holders. I am missing one of the three wire holders, two of the two wire holders and two of the single wire holders. Can I just get what I am missing or a complete replacement set for these snap in plastic holders? I had a picture attached but I guess your email doesn’t allow attachments Thanks, Greg Initial Response from Edelbrock: Greg, ♥♥♥♥♥♥♥♥♥♥♥♥♥♥♥♥In theory you should be able to attach pictures, but our filter can be just a little too picky. ♥Unfortunately, we do not have replacement parts for that kit. ♥Getting new wire clips will require purchasing the entire kit. ♥I apologize for the inconvenience. ♥Thank you for using Edelbrock products, please let me know if you have any further questions. ♥ Sincerely, Aaron Jones Technical Support ajones@edelbrock.com I replied with: So Edelbrock does not sell replacement parts??? How can one do that? You mean I have to dish out another $50 for plastic pieces that cost pennies and were loose in a box to begin with when they arrived? If they weren’t loose laying on the bottom of the box I probably wouldn’t of lost them! I suppose I can’t do a warranty replacement either because it was a little over a year ago and I no longer have the receipt from Summit also!! You mean out of the thousand pieces of these clips you have for assembling these kits you can’t get any extra pieces? If you don’t make the clips yourselves then could you please tell me who your the supplier of these clips is so I can contact them? You must have an assembly part number for these pieces that you order from a supplier correct??? I didn’t ask for free clips, I offered to pay for them. I guess I am learning an expensive and valuable lesson here on Edelbrock and their affiliated products on whose products not to buy anymore! Boy all the car forums will love this! One Unhappy Customer Greg Edelbrock responded again with: Greg, ♥♥♥♥♥♥♥♥♥♥♥♥♥♥♥♥As I stated before, we do not have a part number to sell these pieces separately. After discussing your situation with my manager however, I was informed that we keep a small number of these components around for cases in which they were missing from the package. ♥He has authorized me to send out the triple, two double, and two single wire looms that you have requested as a courtesy. Please reply with your shipping address and I will send them out immediately. Thank you for using Edelbrock products, please let me know if you have any further questions. I responded with: THANK YOU Aaron!! I appreciate the extra effort you did on my behalf. Thank your manager as well. Now that is a service for a customer, again I thank you you really went above and beyond, there are not too many people like that these days, it just makes you feel good when you discover that there are still real good people out there still. I was just about to order some plastic wire looms from Taylor Performance Products and was going to try and drill and modify them to make them work somehow. Again Thanks, Greg Edelbrock Responded with: Greg, ♥♥♥♥♥♥♥♥♥♥♥♥♥♥♥ I’m glad I was able to assist you.♥ I apologize for shutting you down initially, but we try to steer people towards purchasing parts whenever possible as our replacements are limited.♥ In cases such as yours however, when a replacement would either be ridiculously over-priced or extremely time-consuming, we are more than happy to help out.♥ The parts are on their way, you should get them next week.♥ Thank you for using Edelbrock products, please let me know if you have any further questions. ♥ Sincerely, Aaron Jones Technical Support ajones@edelbrock.com So I guess it pays to Bitch, Moan, and Whine every now and then! Thanks, Greg Quote Link to comment Share on other sites More sharing options...
grumpyvette Posted July 5, 2007 Share Posted July 5, 2007 its GOOD to see EDELBROCK CUSTOMER SERVICE reads and RESPONDS to customers NEEDS , THATS A PLUS FOR BUYING EDELBROCK! AND a good REASON to BUY from them Quote Link to comment Share on other sites More sharing options...
grumpyvette Posted July 5, 2007 Share Posted July 5, 2007 BTW don,t think little things like that don,t matter, I buy and install ALOT of parts for the local hotrodders, I talk to hundreds over a years time and post where many tens of thousands read about problems and successes and I refuse to buy from a certain cam company simply because they DON,T tend to give a $%^^& about customer problem, while I do purchase from several others almost weekly who have proven they CARE about service and support, theres not much dumber than screwing over a customer to save a few bucks when thousands of dollars in future business depends on good customer relations. especially since anyone in this hobby will tend to tell you when they get treated well or get screwed over and the internet can quickly make or break future sales and a reputation Quote Link to comment Share on other sites More sharing options...
gvincent Posted July 5, 2007 Author Share Posted July 5, 2007 Yeah Grumpy I hear you, I tend to think some manufacturesr are being penny wise and dollar stupid! They just don't understand the power of the web in this day and age. Long ago you could piss off one customer and he might tell a few people or so, no real damage done right? but in today's world that one customer can let thousands of people know about a bad service in a minute. Yeah, I was shocked at the first reply and a little pissed that is why I took the time to respond, but how many people would of stopped at the first reply and givin up leaving a bad taste in their mouth with that manufacturer? I applaud Edelbrock for finally coming through and the persons honesty in the last reply, but why the first response? it definately got me pissed off. But now I know how to deal with Edelbrock and have a contact person there I will file away just in case it is needed again. Greg Quote Link to comment Share on other sites More sharing options...
TravRMK Posted July 5, 2007 Share Posted July 5, 2007 That is great. Customer service is sooo important, some companies don't get it. Glad to see Edelbrock supports their stuff. Quote Link to comment Share on other sites More sharing options...
389Z Posted July 12, 2007 Share Posted July 12, 2007 I concur with Edelbrock's great service and reputation. They sent me a brand new cam and lifter set when we lost a lobe shortly after break-in. They didn't even inspect it, I just had to spend about 30 minutes on the phone with their two tech guys Dave and Dave and they shot me a new one out before it had even arrived at their shop. Now, despite feeling certain that we did everything by the book, installer error is most likely the only cause for cam failure and Crane even insists this is true and publishes an article about it. The guys at Edelbrock were great and even tried to make me a great deal on converting to a roller cam with new lifters for $400, but I had to pass due to lack of cash. Quote Link to comment Share on other sites More sharing options...
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