I have purchased two different items from Import DPS, Wheels and the HKS GTII 7460r bolt on turbo. Everything has been fine in the purchasing and receiving of the items i purchased.

Here is my issue, Last November i purchased the turbo from them and had been running it and loving it up until July. Mid July the turbo had a horrible failure, Not related to any foreign object or anything. Something went wrong and the center section went off balance and caused the blades of the compressor wheel to rub on the housing one of which shattered into about 8 pieces. I got lucky and it didn't destroy my motor, the intercooler stopped the pieces.

For any warranty or repair HKS requires you to go through the vendor/dealer that you purchased the turbo from. So the next day I called and emailed IDPS, talked to someone on the phone who said "Ok ya i just got your email ill work on that and get back to you tomorrow". so i waited 3-4 days till after the weekend and called back, he then said "oh ya im working on it right now ill call you back in an hour". So this was back in July, I have been sending 1-2 emails a week + leaving 1-2 voicemails a week ever since then. It has been 2 MONTHS and I have not been called back or emailed back or had any communication from them other than this PM they sent me on here after i PM'ed them about a month or so into this mess.

Here is the PM
Re: HKS TURBO
Quote:
Originally Posted by -Evo Aaron-
My name is Aaron Townsley, I have been trying to get ahold of someone for 3 weeks now. I have left numerous voicemails and emails (about 2 a week) and not heard back from anyone. This is by far the worst customer service i have every received.

I purchased an HKS turbo from you last november and it recently had a completely abnormal failure in which it needs to go in for warranty work. Something needs to be done because this is an absolute failure on the part of the product under normal conditions.

I am absolutely shocked that customers who are spending thousands of dollars on parts from you get treated this way. Not only have i not heard back, but i have only been able to actually get through to someone on the phones 3 times, and each time they said ok ya im working on it ill call you back in an hour and NEVER DID SO.

I need to speak to a manager or someone who can help me.

602-357-xxxx- Aaron Townsley

THERE RESPONSE:
You do realize this month is our busiest of the year right? We have a race team, and race program. We have spent the entire month, working. Not 1 day off and been away from not only the shop and customers but our families for the better part of 6 weeks and we leave tomorrow night again for races.


I saw your email. I will try and find your original invoice. Not an easy task since it is on the old system. We will find it though.


What a response^ Since then i have still had no responses to any of my attempts to get in touch with them. they never answer there phones, never respond to my emails (which i know they are getting) and just plain are not helping at all.

ALL I WANT IS MY HKS TURBO FIXED/REPLACED. i paid a lot of money for it and its less than 1 years old. This is the first reported failure of these turbos that i have been able to find.

Please be careful when dealing with them because this is the type of customer service you can expect if something goes wrong...

 

I've dealt with Import DPS on many occassions, and have not had a bad customer issue. I will tell you they run very very busy shop, and only have one guy at the front desk. I know they had phone and email issues for several weeks during the summer due to construction work being done at the shop. I'm sure they will work it out with you somehow! Good Luck!

 

I understand being busy, but this is terrible customer service. come on 2 months and no real communication. an email/phone call takes what 2 minutes....

 

Sounds like they don't care about anything other than funding their "race program".

 

And have forgotten HOW they fund said effort....

 

Exactly.

 

This does not surprise me. Not the lack of communication from the vendor but how hard it would be to get your HKS product fixed. I'm betting they are getting nothing from HKS since they are done and in works to pull out of the US. Good luck getting a replacement, I'd just get something else.

 

Oh ive already accepted that fact that im screwed. its just really lame, come on a 1700$ turbo from a big name organization not even lasting a year. (and it wasnt being run out of its range)

 

Yup def. blows but all of us have had to take a lump or two when playing with cars.

 

Yup, gotta pay to play. Im not here to gain sympathy it sucks i know it I just want to warn others about these guys because this is some BS from a company/ shop of their size/status

 

Good customer service is not gauged on how good a shop is at taking your money & giving you stuff - any business would be happy & speedy on doing that. It's when stuff goes wrong that requires research, phone calls, emails, 'rolling your sleeves up' , fixing wrongs, etc, that will bring to light the dedication a business has to treating customers like they are number 1.

The lame excuse of 'our racing program forces us to be away from our shop, customers, & families' really shows their priorities. Racing first...

Hopefully they can man up & actually help you, but if not, for future purchases there are much more reputable shops on here that have a strong reputation of great customer support. One thing I've learned in buying parts is sometimes paying a little bit extra insures you'll receive that customer service. Good luck to you man!

 

You have two different issues:

1) Customer service from the shop - they should provide better communication regarding your problems. But in reality, what they are trying to tell you is that it is the product that is defective and it needs to be taken up with HKS. If HKS will not deal with your shop, the shop cannot warranty the product.

2) Defective turbo from HKS - this is not the first time the GTII turbo has gone bad. There is an Evo X owner who has had two HKS turbos go bad. And HKS is no longer in the US so they have abandoned all warranty claims.

Just sucks...

 

Wow Aaron, I saw your posts on AZAWD for awhile now and you've seemed SUPER patient with them. I never realized they ****ed you so bad :'(

 

I'm didn't make my comments to defend anyone. I'm merely saying my experiences have been good so its a bit odd to see this. Let's face it, all shop has some kind of bad customer service. This is the first review I've seen come up about these guys. Again, I hope it gets resolved for you. BTW, I also run the HKS turbo, bought it from them too, and have had no issues for 10k miles. I autox, track, and HPDE. Your failure is also a bit curious!

For those who dont know, Motovicity has been named the sole distributor of HKS products in the U.S. Myabe try giving them a call and see if they can help you.

 

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2) Defective turbo from HKS - this is not the first time the GTII turbo has gone bad. There is an Evo X owner who has had two HKS turbos go bad. And HKS is no longer in the US so they have abandoned all warranty claims.

So what the scoop on this? Someone have it in print that HKS is pulling out of the US? Not to mention abandoning claims? I would like to see more on this if someone can provide it.. I haven't heard this and do own HKS equip..

NEVERMIND Found It!