Has anyone ever done business with this website? I ordered a chip from them and paid for 2nd Day air. They shipped UPS ground. I have been trying to contact them but they will not return my emails or phone calls. Just wondering if anyone else has had a bad experience with them.

 

Are you sure you got the right website? This is Ford Truck Enthusists (FTE) (www.fordtrucks.com) NOT F150online. From what I've hear Ken is very good about getting any problems worked out.

 

I know what website this is. I posted this here because MotorHaven has a link to this site and this site lists them as a sponsor. I was just wondering if anyone else here has had a problem with them.

I do not know what you have heard about Ken. I assume he runs MotorHaven, but I do know this. They have not responded to several phones calls and emails. They even emailed me back after I ordered the chip showing I paid for 2nd Day Air shipping, but the product was shipped UPS ground. I basically got ripped off for the shipping charge.

Do you know any other way I can contact them besides what is listed on their site?

 

Well your title "F150online/motorhaven.com" doesn't make sense. Hope you get it worked out. Do you already have the following info?

Ken Payne
President, MotorHaven.com
3205 Industrial Way, Suite 700
Snellville, GA 30039
770-736-7122

 

I tried calling their 1-877 number as well as the one you listed. They never answer it. They also never reply to emails.

 

No one ripped you off and I'm sure it was simply a data entry mistake on our part. We threw our new order guy to the wolves last week because I was handling the issues of settling my father's estate. My dad passed away unexpectedly on January 27th so I was unable to provide the additional order entry training and guideance the order guy deserved.

I don't know how the phone wasn't answered, I've been in the office the entire day and the only time the lines get completely full are during east coast and west coast lunch hours. What time did you call? You're in the west, did you call after east coast business hours?

I apologize --- you deserved a better experience and I hope you understand the situation was not normal for us. We dropped the ball because we were juggling so many extra ***** last week. You are welcome to call me personally and I'll make sure this is taken of (I've left you my cell phone number, check your private messages on this forum). Your entire shipping cost, not just the difference between 2nd day and ground, will be refunded.

 

Also, his title is entirely appropriate. MotorHaven.com provides a shop for F150online.com.

 

There it is, told ya Ken was good.

 

Sorry about that, I thought F150online was a seperate site.

 

It is a different site. I personally know Steve Eppinger, the owner, and MotorHaven provides their online store link.

 

I must say that this is a great example of customer service. Coming from the Front Office Manager of a hotel, this is, by the book, the way to handle a customer that has not had a good experience. Not only did Ken admit the mistake was on their end, he went above making it right by refunding the entire shipping cost. Good job Ken!!

 

Ok, my nickle's worth.....


Yes, I have been answered, and well. Please understand, I sent 3 emails that were not answered and could never get an answer on the phone. I always got the recorded answer. I hope you can see how I got frustrated.

Even though I know that anger never solves anything, I still sometimes let it get the best of me. It did this time. Now it is time for me to apologize. Its funny how sometimes we fail to consider others may have serious issues as well. Though this may mean little, you have my sincerest condolences for your loss.

You have redeemed my mistaken ire. <EMBARRASSED smile>

Be well, Dave.

 

It is unusual to find good customer service in the marketplace of today. Mistakes and problems do happen, and it is becoming all too rare for someone to try to actually rectify them and apologize.

I am impressed.

Patrick McCauley

 

Nobody is perfect.
Some people are just better at being imperfect than others.
Kudos Ken.

And kudos to Dave for a leaving it on a high note.

Two swell dudes in my book!