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I thought i'd share with you some differing customer service experiences i've had over the last couple of days.
I'll just take this chance to explain that i've been reading up on the NCOP's relating to vehicle modifications and i would like any modifications i make to be compliant with the codes when the eventually get adopted in Queensland. My primary motiviation for this is that i don't want the insurance company to have any ammunition to reject a claim when my wife crashes my car (again). I'm not planning anything extreme, but i have a concern about the impact any modification may have on the Electronic Stability Control.
I've been reading and researching for the past two years that i've had the car, waiting for the old tyres and shocks to wear down before i spend the cash on upgrades. That time is almost here and i've pretty much decided on what i want. I'm looking at getting a set of KMC XD Series Crank in 17" wrapped in Goodyear Wrangler Duratrac 265's. I'm pretty certain i'll source these from the US because of cost savings and availability. Before i commit to that decision i want to give the opportunity for the local merchants to make a competetive offer. Unforunately, as previously mentioned, availability is an issue and i've been unable to find anyone who stocks what i want... until i came across the mob at Southport F1 Wheels and Tyres. The website listed the tyres in the size that i wanted, and the wheels i wanted in the right size but wrong stud pattern. I called them up and spoke with a helpful bloke who straight up told me they had never stocked these tyres and wheels in any size, but he would look into what he could do and call me back before the end of the day.
While i had him on the phone i asked him to explain scrub radius and how the car would be affected by switching to a 0 offset wheel. He was honest and told me he didn't know what scrub radius was, or how changing the geometry of the steering would affect handling and ESC. He kindly referred me to a bloke who worked in the store next door at Performance Suspension who was apparently a jet at this sort of thing. This worked well because i wanted to price a 2" lift Bilstein/Kings package.
I called the suspension boffin and asked him the same questions. He gave me some spiel about how he's never heard the term scrub radius in all the time he's been doing suspension and asked what i was talking about. I clumsily attempted to explain (referring to the NCOP) and told him i just wanted to make sure that any modification i made would be compliant. I guess this fella was one of those straight speaking types because he interrupted my attempted explaination, telling me that before i go off on a long winded rant about nothing i should know that his opinion was that i shouldn't modify my car. I asked why, and he told me that if i was so worried about doing it legally, i shouldn't do it at all. I spent about ten minutes trying to explain to him that i wasn't after anything extreme, just what was allowed by the law without having to get any engineers certification (which he scoffed at). He quoted all these cars that he'd done with 4" lift and 35" wheels and they were just fine, and that no copper is going to pick me up on any modification. I told him my main concern was insurance being voided. His genius solution was to just keep the stock parts and have them refitted if i crash the car. Throughout the conversation he maintained a condescending tone and was not able to provide me any advice on how changing the wheels and suspension would affect the handling or ESC on my car... and this is from an expert. His entire attitude towards modifying a car was that it was a risk you were either prepared to accept, or not.
He eventually got around to taking my details for the quote of the lift, but asked me to say what other prices i'd gotten. I told him to just provide me with his best price and that i'd go with him if his offer was the best (this was a lie. I had no confidence in him). He told me i was a funny guy and that he'd call me later that day.
It's been two days and i haven't heard from either of these businesses. Not even a followup call to say that they'd been busy and they'd get back to me asap. I can only assume that they're not interested in my business. This attitude seems to be endemic across the industry. It seems i get the cold shoulder from most sales people whenever i try to get a better answer than "yeah, she goes alright mate." There are so many products on the market that are so similar. It's frustrating that after having done all the research on what to buy, i then have to go through another selection process on who to buy it from. And this is at a time when businesses are meant to be doing it tough?!?
On a side note, i had the 60k service done today. No troubles getting the new mudflaps. The service guy couldn't be helpful enough. Still gave me the fixed price service, even though the car was 6k overdue. I asked him if there was anyone i could talk to about vehicle modifications. I was told that Toyota's official line was that modifications shouldn't be made, but i should try talking with ARB or TJM. I guess that's where i'll be going next.
I'll just take this chance to explain that i've been reading up on the NCOP's relating to vehicle modifications and i would like any modifications i make to be compliant with the codes when the eventually get adopted in Queensland. My primary motiviation for this is that i don't want the insurance company to have any ammunition to reject a claim when my wife crashes my car (again). I'm not planning anything extreme, but i have a concern about the impact any modification may have on the Electronic Stability Control.
I've been reading and researching for the past two years that i've had the car, waiting for the old tyres and shocks to wear down before i spend the cash on upgrades. That time is almost here and i've pretty much decided on what i want. I'm looking at getting a set of KMC XD Series Crank in 17" wrapped in Goodyear Wrangler Duratrac 265's. I'm pretty certain i'll source these from the US because of cost savings and availability. Before i commit to that decision i want to give the opportunity for the local merchants to make a competetive offer. Unforunately, as previously mentioned, availability is an issue and i've been unable to find anyone who stocks what i want... until i came across the mob at Southport F1 Wheels and Tyres. The website listed the tyres in the size that i wanted, and the wheels i wanted in the right size but wrong stud pattern. I called them up and spoke with a helpful bloke who straight up told me they had never stocked these tyres and wheels in any size, but he would look into what he could do and call me back before the end of the day.
While i had him on the phone i asked him to explain scrub radius and how the car would be affected by switching to a 0 offset wheel. He was honest and told me he didn't know what scrub radius was, or how changing the geometry of the steering would affect handling and ESC. He kindly referred me to a bloke who worked in the store next door at Performance Suspension who was apparently a jet at this sort of thing. This worked well because i wanted to price a 2" lift Bilstein/Kings package.
I called the suspension boffin and asked him the same questions. He gave me some spiel about how he's never heard the term scrub radius in all the time he's been doing suspension and asked what i was talking about. I clumsily attempted to explain (referring to the NCOP) and told him i just wanted to make sure that any modification i made would be compliant. I guess this fella was one of those straight speaking types because he interrupted my attempted explaination, telling me that before i go off on a long winded rant about nothing i should know that his opinion was that i shouldn't modify my car. I asked why, and he told me that if i was so worried about doing it legally, i shouldn't do it at all. I spent about ten minutes trying to explain to him that i wasn't after anything extreme, just what was allowed by the law without having to get any engineers certification (which he scoffed at). He quoted all these cars that he'd done with 4" lift and 35" wheels and they were just fine, and that no copper is going to pick me up on any modification. I told him my main concern was insurance being voided. His genius solution was to just keep the stock parts and have them refitted if i crash the car. Throughout the conversation he maintained a condescending tone and was not able to provide me any advice on how changing the wheels and suspension would affect the handling or ESC on my car... and this is from an expert. His entire attitude towards modifying a car was that it was a risk you were either prepared to accept, or not.
He eventually got around to taking my details for the quote of the lift, but asked me to say what other prices i'd gotten. I told him to just provide me with his best price and that i'd go with him if his offer was the best (this was a lie. I had no confidence in him). He told me i was a funny guy and that he'd call me later that day.
It's been two days and i haven't heard from either of these businesses. Not even a followup call to say that they'd been busy and they'd get back to me asap. I can only assume that they're not interested in my business. This attitude seems to be endemic across the industry. It seems i get the cold shoulder from most sales people whenever i try to get a better answer than "yeah, she goes alright mate." There are so many products on the market that are so similar. It's frustrating that after having done all the research on what to buy, i then have to go through another selection process on who to buy it from. And this is at a time when businesses are meant to be doing it tough?!?
On a side note, i had the 60k service done today. No troubles getting the new mudflaps. The service guy couldn't be helpful enough. Still gave me the fixed price service, even though the car was 6k overdue. I asked him if there was anyone i could talk to about vehicle modifications. I was told that Toyota's official line was that modifications shouldn't be made, but i should try talking with ARB or TJM. I guess that's where i'll be going next.
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