I helped a buddy install the kit he bought during the recent financiapocalypse sale. The install was a learning experience, I'll just say that. But the results were unreal. And after a few days to settle, and a good alignment, it's even better.

So I thought I might as well share that with those of you thinking about a Stasis product.

Sent a set of rear shocks to them to have the rear perches replaced due to corrosion (an issue they have since resolved, but since I got a first run of their tracksport kits, I'm stuck). They quoted me one price over the phone, held onto my shocks for several weeks until I finally called to see what the hold up was.

"Oh, sorry, they are right here ready to go...BUT the price you were quoted was wrong. The person you spoke to no longer works here. It'll be $XXX."

After a very short conversation, I decided I didn't want to pursue the issue with someone so shortsighted. I paid it and washed my hands of them. I don't think I've run into quite such poor practices with any tuner in my 8+ years here. The measly ~$70 doesn't bother me as much as the principle.

Note to Stasis: If your employees quote a customer a price, f----g stick by that quote. Don't tell the customer you already did the job and now it's more.

That's too bad it was handled so poorly. I had quite the opposite experience, they communicated well throughout the process with me via email and phone alike. I had a few follow-up questions that they quickly answered.
As UberVier said, the touring install was definitely a learning experience, quite a valuable one. I enjoy getting my hands dirty. It was a great way to learn quite a bit about my car.

Replete with red S cape and boots... Now it sounds like we screwed up a few things here [i don't have your name so I have no way to research the backstory]. We normally turn things around very quickly but mistakes happen, cracks form and things can get stuck in them. When me make these sorts of mistakes we try to be accommodating in offering expedited shipping, etc - whatever we can do to make a happy customer and not one that goes mudslinging on the innerwebz. It also sounds like you were the victim of a drop in communication due to staff turnover. This is very hard to deal with as a business, since we don't have every conversation recorded with 100% accuracy. Again we have tried to do what's fair in every case where it's come up.

All we ask [and i think, any business asks] is that you give us a chance to do right by you. Did you voice this grievance with us? It sure doesn't sound like it "After a very short conversation, I decided I didn't want to pursue the issue". "Fair" is sometimes relative and always a process. We're nice, reasonable people trying to stay in business to do what we love. Give us a call, I'm sure we can work something out.

I've been around here a long time, and I've seen this movie made over and again. I'm not sure why it is that companies insist on the chance to do things right, when they blantantly overlook the golden opportunity when it presents itself...when the customer is on the phone. My conversation with your coworker was short because it was clear to both of us that I was "mis-quoted" and both he and his manager thought it was acceptable to pass the mistake my way. I value my money, I just wish Stasis understood that. It was pretty clear to me this wasn't the case. A longer conversation wasn't warranted IMHO, because the person on the other end of the phone "just didn't get it".

If you'd like to make things right, find a way to handle your customer interactions so that "cracks" don't form. Like it or not, the "innerwebz" is a double-edged sword. Your customers use it to share their experiences. When those experiences are positive, you benefit. When they are negative, people hear about it. But please don't belittle these forums or insult the intelligence of your clients when you benefit from their existence.

I've been a fan of Stasis' products since the days when they bought rights to Vortrag's product line. Paul and Ryan have been good to me, and Ryan in particular has been immensely helpful in sharing information on Audiworld over the years. I understand the challenges Stasis faces as they enjoy continued success and growth. But please take this as an opportunity to remind yourself of what's most important to your success. You've lost me as a customer, and it has nothing to do with money or the quality of your products. It has to do with principles. If you pretend for a moment that every client is family, the rest should be easy.

If you want to follow up on this internally, RMA#290 is what you're looking for.

I have to respectfully disagree that we've missed some `golden opportunity' - it sounds to me like you didn't really give us a chance. All we ask is that you try to work it out with us. We're not clairvoyant and don't always know what you want or expect. You have to tell us.

I also think it's absurd to say that we should "handle interactions so cracks don't form" - if you have been able to build /maintain an error-free system, then you sir, are my hero. Like anyone we try to avoid mistakes, but they do happen, and when they do we try our best to make things right.

We love the internet, and the community it creates. It gives us another venue to build relationships with customers, and yes, it makes us accountable to ourselves. If you run a tight ship as we like to think we do, then this is a good thing. In no way were my comments meant to belittle these forums or insult anyone's intelligence, only to try to address your concerns.

I'm sorry we've lost you as a customer, and I hope my comments don't come off as incendiary - we work REALLY hard for VERY little money to do what we love and share our passion for these cars and so it's hard not to take it a little personally when our character is attacked, especially so indirectly. Although I'm glad that you posted, it's a shame we've lost you but we can at least take this to heart next time.

FWIW I did check the backstory and it appears that you were charged cost [or less] for parts to replace the perches on your 6 year old, very badly corroded dampers and we gave you $150 of labor for $50.

I dug through my desk today to find my scribble when Jared quoted me the numbers...$129 (I assumed shipping was extra). This was the number he quoted AFTER receiving and inspecting the parts. When I spoke to your coworker in early Sept, I told him I was quoted "about $130". I was billed just over $200 + shipping. The difference between those numbers was not described to me as unanticipated additional work. It was described to me as a mis-quote. So again, I'll repeat to you, the issue is being quoted one price, performing the repair and subsequently quoting a different price.

I'm glad you brought up the point about the condition of the shocks. Although it has nothing to do with the issue, I'll address that as well. Yes, they were 6 years old, HOWEVER, they had 15K miles on them and were installed on a "Sunday car" (want to see pictures of the car?). There really was no cause for them to be in the shape they were. Over the years, I had been shipped replacement front shocks which I noticed were pre-treated with anti-sieze to avoid the issues that caused me to send back the rear shocks. I had also been shipped a set of nylon set screws to use on the rear shocks since those rusted as well. Imagine my surprise when I broke a socket extractor trying to remove that tiny little siezed set screw from the lower perch! This is a risk we assume when modding, but I wish aftermarket companies would have a little forethought and imagine what happens to their parts when they are used outside sunny CA. That comment isn't specific to you obviously. Many companies have and continue to sell products that are not fit for exposure to water.

When I had my previous car, Bilstein replaced worn shocks after 60k miles. Granted worn dampers isn't the same thing as a corroded perch. But that sort of thing just shouldn't happen.

Jim -- just a heads-up for you. I have never dealt with Stasis, and I have nothing against your company. But you should be aware that Raj is one of the most well-respected members of this forum. I'm glad you addressed his concerns publicly, and you certainly seem to be
making an attempt to do right by him. Raj is also one of the most level-headed people I have ever known (and I do know him in real life too, not just online). So when he says there's an issue, I wouldn't take it lightly.

-- Peter

I said exactly that to Raj - that he was one of the most level-headed (and rational) people I know on the forums. If he's irritated, it means something.

I have been on the outside of STaSIS (as a consumer) and involved with the race program. I dealt with STaSIS for years before I ever got involved with the race program and known many of the people over there personally and I can honestly say that they are a very good group of people with customers satisfaction in the forefront of their business. IMO, they have some of the best if not the best customer service in the after market industry. When I have had an issue they have been extremely helpful. Is this to say that occasionally mistakes are make, no....but it is, IMO their practice to take care of the customer and I am sorry your experience was not up to expectations.

Also, just for the record I have not been involved with STaSIS since the beginning of 07 and it was not due to anything with STaSIS ..just some time constraints in my life which led me to have to step away from the race program.

It does seem at least Jim is trying to correct any issue you may have had that maybe should have not happened. In my experience running a business with many moving parts and different personalities can be challenging but I don't think what happened was intentional....at least that is my feeling from my dealings with STaSIS and the people I know over there.

We made a mistake. We quoted you 1 thing and charged you another. I can't guarantee that we will be error-free but whatever caused the discrepancy should have at least been communicated far more clearly. I apologize for the error and would like to extend an offer, however retroactively, to sort it out in an agreeable manner [email me offline]. No it's not because you posted, it's simply how you let us know. If you called us back to complain I'd say the same thing - what can we do to work it out?. It's a shame to lose a customer over a single transaction.

happy holidays
-jim