[LUW]

Some of you may remember JRO asking about some parts (a headlight, to be more specific) that was missing from his Daytona Coupe "Ford of France". I'm posting this because he will be away until next Monday, so he asked me to post it.

Well, he was looking for this headlight. One or two weeks ago he bought a Ford of France that had only one headlight. He bought it from Brazil's best known dealer, and of my colection at least 20% was bought there. We both know the owner and the guy is a top notch person. He (the dealer) bought this model directly from Exoto, and recieved it deffective. Since it would be an ENORMOUS hassle to return the model, he kept it, and offered it for for sale for half the price, since it was deffective. Nobody wanted but JRO decided to take it. Of course the 1st thing JRO did when he got the Daytona Coupe was ask Exoto about th part. Here are the e-mails.

-----Original Message-----
From: Exoto [mailto:[email protected]]
Sent: Thursday, April 14, 2005 6:43 PM
To: ******@exoto.com
Subject: Exoto.com Feedback: General Inquiries

General Inquiries

Mr. JOSE RODRIGO OCTAVIO
[email protected]

Comments:
I live at Rio de Janeiro, Brazil, and I have some Exoto models collection - 4 Porsches, 2 Cobras Daytonas, 1 GT40, 1 Ferrari F1, 1 Corvette GS.
Last week I bought (brand new) another Cobra Daytona model, the white #56.
The model has some missing parts:
1-The right headlight,
2-The right headlight transparent cover,
3-The right headlight cover that stays inside the hood - a black cover with a red cable

Did you have those parts to send it to me?
Kind regards, Jose Rodrigo Octavio
--------------------------------------------------------------------------------

From: "Jack" *******@exoto.com

To: [email protected]

Copy:

Date: Fri, 15 Apr 2005 16:41:05 -0700

Assunto: RE: Exoto.com Feedback: General Inquiries

Dear Sir,

Thank you for your email.

Did you purchase those models directly from us? if so, resend this email with the invoice number.

Thank you,

Jack Pierre Keusseyan
Executive Vice President
Exoto Inc.
5440 Atlantis Court
Moorpark, CA 93021-7101
United States of America

Tel: ***************
Fax: ***************
email: **************
www.exoto.com
--------------------------------------------------------------------------------

-----Original Message-----
From: zerodrigo [mailto:[email protected]]
Sent: Saturday, April 16, 2005 3:55 PM
To: jackk
Subject: En:RE: Exoto.com Feedback: General Inquiries

Dear Jack,

I bought that model (brand new) in this condition.
I bought it at store here in Brazil for half of the normal price knowing about those missing parts.
The front wheels steering arm where disconnected, but the missing parts are more important.
It is possible for you to sell, and send, those parts to me, here in Rio de Janeiro - Brazil?

Kind regards,

José Rodrigo Octavio
--------------------------------------------------------------------------------

----- Original Message -----
From: Jack
To: zerodrigo
Sent: Monday, April 18, 2005 5:47 PM
Subject: RE: RE: Exoto.com Feedback: General Inquiries

Dear Sir,

Sorry, at this time we do not have the parts. Even if we arrange you the parts, the cost will be about US$50.00 + US$85.00 for UPS shipping. We can ship it US Mail but we do not guarantee delivery or if the parts are stolen at your Brazilian customs. I say this because we had many problems shipping to your country with US Mail and not to another country. With UPS is is safer and No parts will be lost.

Please let me know if you accept the costs, so that we may contact you as soon as we have the parts for you.

Thank you,

Jack Pierre Keusseyan
Executive Vice President
Exoto Inc.
5440 Atlantis Court
Moorpark, CA 93021-7101
United States of America

Tel: ***************
Fax: ****************
email: ****************
www.exoto.com
--------------------------------------------------------------------------------

-----Original Message-----
From: JRO [mailto:[email protected]]
Sent: Tuesday, April 19, 2005 3:09 PM
To: [email protected]
Subject: Re: RE: Exoto.com Feedback: General Inquiries

Dear Sir,

Thank you very much for your kind answer, but 50 dollars for three small plastic parts (the headlight transparent cover, the headlight itsef and the black inside cover) are a bit more than I expected to pay, and plus your UPS shipping the total will be almost the same money that I can use to buy a new Exoto model.
If I were you, I will send those parts free, because the car that I bought here was a perfect example of a production fault at Exoto factory.
I have to say that I love Exoto models, but I dont have the same opinion about the way care about your customers.

Regards,
José Rodrigo Octavio
--------------------------------------------------------------------------------

----- Original Message -----
From: Jack
To: JRO
Sent: Tuesday, April 19, 2005 7:30 PM
Subject: RE: RE: Exoto.com Feedback: General Inquiries

Dear Sir,

Thank you for your email.

All Exoto Models are QC tested and checked on several steps before the model is packed in its box. Stating that it came just like that from us is non since and you know it. The charges are the charges and this is what it will cost us to send you the parts. For your information, there are a lot of stolen models and defective models of exoto and others which are sold on the internet, and one of them seams to me that is your model.

If you have purchased the model directly from our site, we would not have been having this conversation, because first, all models are legitimate, second if there was a problem it would have been solved.

So, I recommend to go back to your supplier, and let him exchange the model for you, since you want to nickel and dime and try to pay less for a model.

I guess you get what you pay for in this life.

Thank you,

Jack Pierre Keusseyan
Executive Vice President
Exoto Inc.
5440 Atlantis Court
Moorpark, CA 93021-7101
United States of America

Tel: ****************
Fax: ****************
email: ***************
www.exoto.com

:ranting :ranting :ranting :ranting :ranting :ranting

 

[Phwoarrr]

That is unbelievable!

The shipping cost he quoted are ridiculous and to think that the vice president of Exoto would respond in such a manner, I am deeply suprised. :confused

 

[cobalt1959]

Sounds to me like Exoto is saying they simply don't make mistakes. . . :ranting :blowup

 

[hafamaca]

Wow, that last email was pretty shocking

 

[Guest]

Contact the Better Business Bureau. This is ridiculous! :ranting

 

[mosteller]

I'm sorry but I disagree with these responses. Sure, the replacement part costs and shipping are outrages but:
1. He bought it from a dealer, not from the manufacturer
2. He knew he was buying a defective prodect and therefore
paid substantially less than the fair market price for the model

If you bought a bad pair of shoes from a shoe store knowing they were defective, would you blame:
1. the shoe store
2. the shoe manufacturer, or
3. yourself for taking the economic riskof assuming you could fix the problem for less than it would cost you to buy proper shoes?

Stop whining and complaining! Grow up and take responsability for your own decisions!

 

[Denali]

Here we go..............

:shipwrecked

 

[Guest]

(I now feel really stupid! & I hate the tast of my foot!)

Anyway :help , is exoto stating that you can't trust getting a model from any dealers unless it' through them selves????? :confused Are not these the people(the small time dealers) the 1's that helped exoto gain the big bucks by selling the models for them? knife in the back much! :badidea

 

[Guest]

<{POST_SNAPBACK}>[/post][/right]

I think you're missing the point of this thread.

The discussion here isn't really about the spares or the model itself, but rather the way the Exec VP handled the case.

If you can't help the gentleman - fine. But atleast be a little understanding and courteous about it. Afterall, this is a person that purchased a product made by you, used or new. Being an Exec VP, you would think PR would be one of his strong points. Think about it. This is a collector that likes your product. There's a strong possibility that he will purchase more Exoto products in the future. Unfortunately, this reply will almost guarantee that he won't purchase from Exoto anytime soon.

 

[Guest]

<{POST_SNAPBACK}>[/post][/right]

:iagree

I mean I can understand Exoto's point here(I'm sure they get all kinds of requests for broken pieces all the time), but the way the VP responded is stupifying to say the least. Not a very good representation of a company that is known for some of the most top notch models out there.

I do agree that if you're going to buy a model that you know is defective, with the intent of trying to get replacement parts then fine, do so knowing you may not. If that's an acceptable risk, I say go for it.

I'm astounded at the reply though, there was no need for that kind of arrogance to come out f the VP's mouth and why would you not want to stand behind your product? All you'd need to say is that were only so many made and there may be the possibility of getting parts, there may not.

The more I hear about this kind of stuff from Exoto the more I get irritated. I'm fortunate to have had all my requests filled.

2 possible solutions:

1) forward those emails to the President of Exoto and see what happens. Explain that this is not the type of treatment you'd expect fom anyone form the company, much less the VP. See what happens

http://www02.exoto.com/Profile/index.asp
(note the family resemblence?)

2) ask the dealer if he'll look after it. Prolly not as he sold it "as is". Buyer beware.

3) contact me through a PM as I have a few ideas I really don't want to post here. :wink

 

[Phwoarrr]

<{POST_SNAPBACK}>[/post][/right]

:iagree That's absolutely what I thought Souky.

The fact that the VP degraded the person who wrote the email, let alone the customer in the manner he did in his email is absolutely not acceptable. If he continues to handle PR the way he does, not only will he lose existing/potential customers, but he will tarnish the company's image. As a VP he's supposed to represent his company to the best of his ability.....which he does not.

What makes me boil the most is this statement: "I guess you get what you pay for in this life." :ranting

 

[Guest]

:mine i wouldn't buy an exoto after hearing that. i have none and probably won't buy one after hearing that. :mine

 

[StygianMax]

<{POST_SNAPBACK}>[/post][/right]

I think the focal issue here is not JRO nor LUW. LUW is merely commenting on the lack of customer relations (NOT to be confused with customer service in this specific case). You are correct in that JRO purchased the car with full knowledge that it was defective and therefore paid a discounted price. I will speculate that he uderstood the risk he might be facing in trying to get some replacement parts for the car to make it complete. I do believe we are all on that same wavelength here.

The issue of contention is the flappant manner in which the Exec VP replies to JRO. Most companies whose revenues depend on satisifed customers will bend over backwards (within reason) to accommodate their customers. Have you heard of the saying how the customer is always right, even if they're not? Because a consumer is not really a customer until they are made to be a repeat buyer of that company's products or services.

Pardon my confusions, but when you wrote "Grow up and take responsibility for your own decisions", who precisely were you addressing with that order?? :confused :feedback Because it looked like you directed that to LUW. I appreciate you clarification of that.

 

[Guest]

:ranting :ranting :ranting :ranting :ranting :ranting :ranting

I think you remeber that the same problem that I had with my EXOTO Porsche 917/30 and its missing suspension.

The even trew a couple of lies in between!!!

For example, they told me that the Porsche 917/30 was now out of production and no spares were availible.... guess what? next day I receive an e-news from EXOTO stating that they will now produce an exclusive Porsche 917/30.... with the human figure inside!! No spares eh??

Secondly, they told me that they do not send to malta..... now I came to the knowledge that my brother had asked them if they would ship and entire car here! And guess their response.... of course, but shipping cost were very high.

They also stated that if they would have a part, shipping cost would be the same as a model....!?!?!?! What?? $80 for a small envelope containing a small suspension?? Are you nuts?

I am really utterly disappointed with them. What is it with their customer service?? They state 'customer satisfaction is very important' or something of that sort... and they then answer you that way...

I have made it very clear before, I will not buy any more EXOTO in my whole life, maybe if I find it cheap locally. I am pretty satisfied with what middle range manufacturers have to offer.

Exoto... go @#[email protected]#%@$# yourself! :ranting

Sorry if I have gone a bit over, but I am really angry, unbelieveable!

 

[Guest]

<{POST_SNAPBACK}>[/post][/right]

:iagree :iagree

 

[redleaf]

Man, you can tell that Exec VP got his job thanks to his name, not his education.

 

[BVR]

Even though I think JRO could have expected that Exoto wouldn't be too happy to send the parts when he said that he got the model knowing about the defects and for a lower price, I do think Exoto completely misses the spot by reacting like they did in that last mail.

I have made it very clear before, I will not buy any more EXOTO in my whole life, maybe if I find it cheap locally. I am pretty satisfied with what middle range manufacturers have to offer.

I feel your pain man... It's just unbelievable how they treat their customers... And that after it seemed they saw the light and did it better :ranting
BTW: CMC seems to be a lot better to their customers, so you don't have to keep to mid-range manufacturers :giggle

 

[Madhun]

in my humble opinion when you said the missing parts are perfect examples of no q control or something,the guy at Exoto took offense.After all he is saying that when those cars leave his factory,they are guaranteed.They cant however foresee what a model will go thru after that.You also asked for free replacement parts later in your letter,which i think was a little inapropriate.
They do need someone at Exoto with less of a fuse though,
Madhun

 

[Guest]

<{POST_SNAPBACK}>[/post][/right]

Unfortunetaly they make no cars I am interested in.... my brother is though :giggle
I will be able to see 3 very fine examples in the near future I think.....

 

[Guest]

Don't lose your patience... Exoto really sucks regarding customer service. I learned this from my first year of model collecting...