First (and last) Experience with MJM Autohaus

[biggee72]

I sent two PM's with sales inquiries and got smart ass dick answers back both times. That's when I decided I don't care how cheap your shit is, I'll never ask because I'd prefer you to starve than get a penny of my money. ECS has been nothing but excellent to me. You can defend yourselves all you want but your only making yourself look more and more unattractive. You are losing customers with each response to this thread, I'd suggest you just shut up and apologize to the original poster.

[VWENOM]

I've ordered a hoodie from MJM with no issue and super fast shipping, so I have no complaints with the company.

Here is what I see. OP didn't do anything wrong in any way. The response he received from his inquiry about his order was wrong, plain and simple. He received a smartass answer to his simple question. I sent quite a few emails to BSH waiting on my mounts and they never once got smart with me in any way. Even with numerous emails I sent them, they were always courteous.

This entire situation could have easily been avoided with a business like response to his first email. I'm sure MJM does great business and have earned a lot for their service, but that reply should have never been sent. As seen here word of mouth goes a very long way, and just a simple 'sorry about that, let's move on and we'll get you taken care of 100%" should have been expressed and MJM should have never lost his business

[Saabstory]

OP asked a question

MJM gave a terse answer. There was nothing "smart ass" about it, it was just short and to the point. Could it have been "nicer"? Sure. Did it need to be? No...

OP overreacted about 18000% over it and lost a sweet deal for no reason.

Forum Bag-hangers turned what should have been a 1-1 phone call into a 5 page thread of idiocy...

/thread

[MJM Autohaus]

Originally Posted by Scharf

You don't have to be so proper MJM. You can spell out DICK.

Vulgarity is a nasty habit (but apparently so is telling someone they'll be taken care of shortly" nowadays too).

Things just ain't like they were when our parents were growing up, are they? Damn Internet has changed us all!

Originally Posted by CW08DSG

I'm a pretty patient person.

Obviously not, as a "You'll be taken care of shortly" was construed as "unprofessional" to you, when actually, in all honesty, you'd be the first customer EVER to take that as such. We've only given that exact response to many of the near 35,000 emails we receive per year; never with anyone ever having a problem with it until now. To each his own. You want things done one way with certain words typed in a silly email (instead of calling us), while we'll do them one way. We'll stay in business like we always have giving great deals, offering online support, product backing 100% of those parts, picking up four (4) customer service lines before the 3rd ring, staying open until 7PM for West Coast customers, offering our military discounts on select items, provide personal mobile numbers of staff members for weekend tech help for our customers, be the only KONI distributor in the world to offer free sway bars with KONI Coilovers, loan our tools to local customers who need them, help customers install their parts if they need assistance and continue to be one of the leading VAG parts distributors in North America. That's not going to change (nor will our email responses when we're swamped). You on the other hand, will now buy from other suppliers from here on out (which we're perfectly fine with). Make sure to complain when the hostess seats your party in 12 minutes when she initially told you 10 or ask to speak to a manager because your server walked by your table and told you "Gimme a second, I'll be right with you and get you TAKEN CARE OF SHORTLY!" as opposed to "I'll be at your side in exact 17.24 seconds or your meal is free!"

Originally Posted by CW08DSG

There's plenty of other vendors who know the ins and outs of proper customer service.

Yeah, like MJM, that has a A+ rating with the Better Business Bureau and a 100% eBay feedback score. Wait; that's based on service *after* the sale, not based on the wording used to let your 'potential' customer know that his "needs will be tended to as soon as possible", right? Wait, I'm sure the OP would ridicule that response too. Semantics 101 on GolfMK5.com folks. No wonder advertisers are leaving this place left and right.

Originally Posted by CW08DSG

It's simply my opinion that this vendor doesn't have a clue where to begin and his whiney rant in post #89 above only reinforces my belief.

You just started a thread based on "wording" and semantics, yet just posted the words "whiney rant" just now? Where's the IRONY smiley at?

Originally Posted by biggee72

I sent two PM's with sales inquiries and got smart ass dick answers back both times. That's when I decided I don't care how cheap your shit is, I'll never ask because I'd prefer you to starve than get a penny of my money. ECS has been nothing but excellent to me. You can defend yourselves all you want but your only making yourself look more and more unattractive. You are losing customers with each response to this thread, I'd suggest you just shut up and apologize to the original poster.

We apologize you feel that way. Are you referring to the PM sent here on GolfMK5 on 9/20/11 where you told you that Advance Auto had four Beck Arnley Rotors for $188 shipped and that you'd figure asking what we had before you bought those, only for us to then tell you that we weren't sure which rotors you were referring to and did you mean the Power Slot Rotors we offered? That was back in September of '10 and still, even now, we've never heard of that brand rotor before, nor knew what you were asking. Did you want something BETTER than that? Cheaper? Better quality? Your PM was extremely vague with not a lot of information to go on - how was our response "rude" there? And FWIW (as you know), you never responded back to that particular PM, and then going back as far as April, we have no other PMs from you other than the one about $188.

Also, when you spew insults like you're doing above and make comments like "making yourself looking unattractive", you should read the thread in full (don't just skim it - do some CYA and read all of it) and you'd see where we did 'apologize' to him, only for him to say "Too late. Not good enough." Now, like you, he wants to play forum troll and mouth off (which is fine). We'll bite and play along if you guys wants to keep mouthing off like children. Our jobs here are to provide products, as well as support of those products (which we're experts at), not babysit forum troublemakers loudmouths. Think we should STFU and just listen to it like good little vendors? That's not us - sorry. We'd rather not do business with you if that's the case. To be completely honest, I find it entertaining and comical what some of you people will take serious in this world. And as far as that other shop you mentioned above, do a search for them vs. us and let me know how many bad experiences you see with them compared to us and how many threads have been started on forums all over the world compared to us. It's not even close to your plugging of "those guys" (of all places) solidifies everything you've posted above.

Originally Posted by VWENOM

I've ordered a hoodie from MJM with no issue and super fast shipping, so I have no complaints with the company.

Glad to see it's working out for you. I myself own 2 of them. Comfy, comfy, comfy, comfty. T-shirts are now in too.

Originally Posted by VWENOM

He received a smartass answer to his simple question.

Him emailing us asking when he'd receive his PayPal request for payment and being responded to via email with "You'll be taken care of shortly. We appreciate your patience." is considered a *smartass* answer to you? Honestly? Let it be known that we receive *at least* 150 emails per day (and that's like EVERY DAY - 365 - no days off) and those emails are checked by just 2, sometimes 3 people (who also answer tons of calls too), and because of us being a small staff and not nearly the size of a Tire Rack, Summit or Jegs, best believe we will (and always will) give very quick and short responses (albeit an answer to your inquiry) due to the high volume of emails we receive. So yes, we definitely will respond to "I see you're out of stock on those Euro Headlights - any ETA on restock?" with a response of "No ETA!" or "Is shipping free to Hawaii on that transmission?" with a response of "No." and so on and so forth. If you're into long, drawn out, detailed and in-depth answers to questions, then by all means give us a ring and feel free to keep anyone here on the phone for hours and hours and hours if you need to. Hell, that's what we're here for. I mean, I've read only about 25 threads on the Vortex claiming that Rotiform (arguably the biggest player in the VAG wheel game) doesn't even answer emails at all (or rarely) and that you HAVE to call them instead. We'll answer emails as efficiently as possible, but cannot always give you a 423 word, 5 paragraph response in the middle of the day. Why this long post then? Because it's 4:07 AM in the morning here and we're not receiving emails at this hour; but rather trying to get caught up on orders due to the onslaught of online business this month because of the tax refund madness. Not that it's the job of anyone here to know this (we don't blame you), but we stay *extremely* busy being a worldwide mail-order outfit. And not with just purchases, per se, but with tons and tons and tons of questions via PM, email, IM and phone. Honestly, it's overwhelming sometimes. So, that said, relax if an email isn't signed with the time of day, the temperature outside and us wishing you and yours the very best that day. Our goals are get your part out the door to you. No two people will want the same response. Maybe it's time to bring in Phil Jackson; the master of multiple personality managing to our team. After all, he does drive a VAG product.

[MJM Autohaus]

Originally Posted by Saabstory

OP asked a question

MJM gave a terse answer. There was nothing "smart ass" about it, it was just short and to the point. Could it have been "nicer"? Sure. Did it need to be? No...

OP overreacted about 18000% over it and lost a sweet deal for no reason.

Forum Bag-hangers turned what should have been a 1-1 phone call into a 5 page thread of idiocy...

/thread

This is pretty much what I said above. Glad to see common sense is actually common every now and then. Respect. In closing, let us just say this; fact is, everyone loves to jump on a negative (or even positive) bandwagon. It's hilarious. As soon as someone starts a thread and says, "Great service from XYZ Racing - got my stuff in 3 days!", you'll see 30 posts with 27 of them saying "Hell yeah - those guys rock!" and "Been buying from them for year!" or "Well duh - everyone knows this!", then of course you'll have your 2-3 people that get in there and mouth off. Then, on the opposite side of the spectrum, when someone decides to start a "Joe's Performance Shop Sucks!" thread, sure enough, here come another 30 posts, 26 of them agreeing with the OP's synopsis, yet a few with the ole "I order from them all the time - I never have issues!" posts. It happens every single time. Bottom line, we will absolutely, positively do everything *in our abilities* to take care of folks. We really will. We will not always make everyone happy (nobody can), but certainly cannot be excused of not trying. We'll always "try" like" we did with the OP, but also understand that there will always, always, always be that person who will wish you would have put his order in a bigger box, opening an hour earlier than you do, given him 20% off instead of 15% off, wish you had a faster website, hoped you'd answer his email in 15 minutes instead of 45 minutes, stocked parts that he wanted instead of the ones you trust, shipped to his part of the world for free even though he lives on an island in the middle of nowhere, said "Thanks!" instead of "Thank you!", called his car a "GTI" instead of a "Golf", spelled the word "Haus" in your company's name correctly with "House" and stop everything you're doing at that very moment and ignore every other 37 customers were you tending to that day and put him in front of the line first. Yup; been dealing with those types for well almost a decade now and will continue to *try* to deal with them to the best of our abilities for decades to come. Dealing with the public online will always be challenging and technology (often the root of our evil) doesn't always make things easier. I think it's safe to say, and everyone would agree, that if the OP walked into our storefront and said, "I'm back to see if my part came in yet." and was told "We'll get you taken care of shortly." and a salesperson walked into our warehouse, nobody would be having be saying anything. It's totally normally. Oh, but it was in an email - that's different. Have a good night, folks....

[Scharf]

tldr

[MKjiVe]

Mjm owes me a refund I was told I was getting on march 19th. Its march 28th now and no one at their phone number is answering my calls! I'm never buying from them again.

[Vageline]

Originally Posted by MKjiVe

Mjm owes me a refund I was told I was getting on march 19th. Its march 28th now and no one at their phone number is answering my calls! I'm never buying from them again.

Yep. I ordered something about 2wks ago and still they haven't shipped it. Never again.

Sent from my SGH-I777

[MKjiVe]

I appreciate the email I got from them just now about issuing my refund. It did take a lot longer than expected though. Idk you'd think with such intense competition that these sponsors would do anything and everything to secure and keep their customers.

[drtechy]

Originally Posted by MKjiVe

I appreciate the email I got from them just now about issuing my refund. It did take a lot longer than expected though. Idk you'd think with such intense competition that these sponsors would do anything and everything to secure and keep their customers.

Yea I can't understand why they don't even try to keep customers.

[bhmkv]

It took about 1 month to get my last order bc they didnt have it in stock. They did have the best price so I just waited.

[Crispy21]

Wow yea totally agree i work in customer service and being repsectful and polite is very importan, especially in emaills too.

[drtechy]

I'm surprised MJM hasn't come back with one of his rants yet since this thread has been resurrected lol

[muppet-show]

Unfortunately I had the same experience as most with MJM customer service. Emailed them about a package deal during Koni's sale and got nothing but smart ass rude replies. Granted, initially I did not specify my vehicle. After I specified my vehicle I ask for a price for a specific package deal. The answer was "check the website, the prices are on there" No they are not and the prices did not reflect koni's sale promotion. When I mentioned that, all I get was another rude reply.

Weak initial customer service put me off spending my $$$, plenty of other options. Step up your game MJM.

[Taylormac]

ive read many bad reviews about them so i was hesitant to order my cold air intake from them, but money talks and cheaper = better, when i ordered it i almost instantly got an email saying my order was being processed, the next day i got an email telling me they are getting a shipment from the supplier within 2-3 days, but if i wanted they could get neuspeed to send me the part directly if i wanted ( figured it was nice of them to inform me) but im in no rush to get it, 2 days later i got notice its been shipped and on transit now! much quicker then i expected. i personally had a good experience with them, but thats just me

[CharlieMKV]

BUMP

[enjoyincubus365]

Originally Posted by CharlieMKV

BUMP

As long as your bumping I just had my second and equally as disappointing experience with MJM.

To sum this whole thread up. MJM just does not get "it". If you have to ask what "it" is, you probably work at MJM Autohaus.

I work in sales and service and I'd be out of a job if I acted like they do.

[drtechy]

Originally Posted by enjoyincubus365

As long as your bumping I just had my second and equally as disappointing experience with MJM.

To sum this whole thread up. MJM just does not get "it". If you have to ask what "it" is, you probably work at MJM Autohaus.

I work in sales and service and I'd be out of a job if I acted like they do.

I would say I'm surprised but that would be a lie lol

[mark920]

Originally Posted by enjoyincubus365

As long as your bumping I just had my second and equally as disappointing experience with MJM.

To sum this whole thread up. MJM just does not get "it". If you have to ask what "it" is, you probably work at MJM Autohaus.

I work in sales and service and I'd be out of a job if I acted like they do.

I concur their customer service from whoever is responding on the forum is complete shit, however the bigger question should be, is the poor customer service cultural or just being caused by one shitty employee? If it is cultural and ingrained in the environment and all of the employees provide poor service because the leadership (or lack thereof) in the company has no care for its customers; then yes the company will fail as it deservedly should. However if the poor customer service is just from one insurgent employee who cannot provide good cordial service to customers because he does not have the capacity to do so, then the simple solution is simply to fire that douche or move him to a position where he does not have to interact with customers. I would be interested to see who this guy actually is (in the company, I.e. title, position) and if his boss or any of the leadership in the company knows how he is treating people? Because the fact of the matter is that he is costing them money...

Sent from my SPH-D710 using Tapatalk 2

[Crispy21]

Wow MJM was rude to you too? Idk what kinda business their running, they treat their customers like shitt

[Riptide09]

Wow after reading this thread i couldnt imagine ordering a single product from MJM. Ive never seen someone so completely ignorant! The fact that he doesnt take blame for anything and in turn points the finger back at the customer just shows how little he knows about customer service.

As a result of all your condescending responses you have made yourself and your company appear worse as opposed to just "defending" yourself. It doesnt take a genius to know that the easy way you could have prevented all this from page 1 wouldve read as follows:

We here at MJM sincerely apologize for your experience. We value your business and most of all our reputation when it comes to the daily operations of our company. If there is anything we can do to make this a better experience i invite you to PM me or call me at xxx-xxx-xxxx and i will make sure to hook you up personally.

Sicerely,
MJM

[Crispy21]

Originally Posted by Riptide09

Wow after reading this thread i couldnt imagine ordering a single product from MJM. Ive never seen someone so completely ignorant! The fact that he doesnt take blame for anything and in turn points the finger back at the customer just shows how little he knows about customer service.

As a result of all your condescending responses you have made yourself and your company appear worse as opposed to just "defending" yourself. It doesnt take a genius to know that the easy way you could have prevented all this from page 1 wouldve read as follows:

We here at MJM sincerely apologize for your experience. We value your business and most of all our reputation when it comes to the daily operations of our company. If there is anything we can do to make this a better experience i invite you to PM me or call me at xxx-xxx-xxxx and i will make sure to hook you up personally.

Sicerely,
MJM

Exactly, all the arguing they did to justify themselves just made them look that much worse to everyone. Not like anyone thought they were good to begin with. With every keystroke your losing more customers and your companies already tarnished reputation