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  #1  
Old 02-17-2015
OxfordS281 OxfordS281 is offline
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Default Q: Saleen contact?

Is there a reason over the past year I have not been able to get a call back leaving multiple voice mail and personally telling the receptionist about my issue? My S281 is missing the shift bezel ID plate, and I can't get anyone to take my info or money for a new one.
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Old 02-17-2015
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Over the past year there were 3 or 4 receptionists that I can recall. There were also changing in parts and authenticity personnel throughout the year.
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Old 02-17-2015
seethrough seethrough is offline
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Dave,
I see more and more of these types of questions pop up on the forums and it raises the question of whether anyone at Saleen ever hears about issues from their previous customer base? I know that Jason/281 Motorsports steps in to help with the mechanical issues and there are several life long Saleen enthusiast like yourself that provide assistance but is there a pipeline between the forum and Saleen that passes on some of these concerns?
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Old 02-17-2015
OxfordS281 OxfordS281 is offline
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Dave, one day I called and asked for a parts POC, I was transfered no answer left a voice mail. Called back told the receptionist no one answered. She transfered me to another line. No one answered left a voicemail. I called back and laughed and said I'm sorry but I just left 2 voicemails. She said if they don't pick up the phone they might be assisting a customer. So I personally told her what I needed. This was months ago. Left my full name and cell phone 3 times. It's not like I'm chasing them for a warranty or for something they did wrong and I'm trying to take their money. They're denying my business. If they're working a 9-5, you're telling me they're too busy to simply call back and have some customer interaction? I called last week and they were all on lunch break. No worries, left more voicemails. Called at 7:40 (4:40PST) hoping to get a response from someone with a pulse. I'm going to call again today. Regardless whether you're changing personnel, they someone hold all either have information to discuss or change. I specifically left one to the Receptionist so when they came from lunch she could either tell him face to face, or say check your email. I'm sorry I can't help Saleen and buy a brand new car to boost sales, I'm just trying to restore what i have.
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  #5  
Old 02-17-2015
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Quote:
Originally Posted by seethrough View Post
I see more and more of these types of questions pop up on the forums and it raises the question of whether anyone at Saleen ever hears about issues from their previous customer base?

...there are several life long Saleen enthusiast like yourself that provide assistance but is there a pipeline between the forum and Saleen that passes on some of these concerns?
Greg, Jim and myself will forward a message or make contact with Saleen corporate offices regarding to a customer issue. This is not uncommon.

There is a "pipeline" of dialog between us and Saleen. Company personnel does receive the customer complaint unedited.

I encourage to work with Saleen directly regarding customer service.

Quote:
Originally Posted by OxfordS281 View Post
I know that Jason/281 Motorsports steps in to help with the mechanical issues...
The S197 Saleen Mustangs are old product. There should be no expectation to find a current employee that can respond to mechanical or engineering inquires. Much like contacting Saleen circa 2005 regarding an SN-95 S351.

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Originally Posted by OxfordS281 View Post
She transfered me to another line. No one answered left a voicemail. I called back and laughed and said I'm sorry but I just left 2 voicemails. She said if they don't pick up the phone they might be assisting a customer.
I am not saying you do not have a valid point or should not be frustrated. Last winter/spring I went through a similar process to order spare exterior serial numbers.

Last edited by Dave; 02-17-2015 at 12:59 PM. Reason: Quote
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Old 02-17-2015
OxfordS281 OxfordS281 is offline
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I'm not mad at all. Just would like to get the key pieces for my S281. I appreciate the admin help. That means a lot.
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  #7  
Old 02-17-2015
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Oxford,

Often when some parts are on backorder or not available you may not get a call back until they are available.

But for anyone having similar issues, please shoot me an email with your cell phone #, your name, and details on what it is you need so I can get you connected.

I have a direct connection to everyone there at Saleen, as do Dave and Greg... but best to deal with Dave or myself (not both).
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  #8  
Old 02-17-2015
OxfordS281 OxfordS281 is offline
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Pm sent and thank you.
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1999 #259 3:08's Chrome wheels, Supercharged, Floormats.
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  #9  
Old 02-17-2015
seethrough seethrough is offline
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Thanks for the response Dave.
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  #10  
Old 02-18-2015
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Here's my .02....find a shop that deals with Saleen and let them do the leg work.

Saleen Corp simply just doesn’t have enough staff to field all the phone calls. Not that Im saying this is right,....but....with limited resources, you can return a call for a car purchase, supercharger, etc, or you can return a call for a $50 part. Again, I'm not agreeing that this is how it should be but when your short staffed you have to do what makes the most fiscal sense.
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  #11  
Old 02-19-2015
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It took me almost a year and $160.49 to get a dash plaque that was the wrong style. Jim D. and company was instrumental in getting that much done.
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  #12  
Old 02-19-2015
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Quote:
Originally Posted by mgh471 View Post
It took me almost a year and $160.49 to get a dash plaque that was the wrong style. Jim D. and company was instrumental in getting that much done.
Jim and Dave are awesome...but im sure even they are taxed over this. We can all hope for a better day.
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  #13  
Old 02-19-2015
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I haven't ordered as much stuff as others have. I will say that what I have ordered was delivered in a reasonable time.

A little bit of communication and patience will go a long way. Getting angry at something you can't control is pointless.
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  #14  
Old 02-20-2015
OxfordS281 OxfordS281 is offline
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Was never angry. I can't speak for others. I just wanted feedback. I received a few emails today and will hopefully be ordering my plaque tomorrow. Thanks to a gentlemen named Chris.
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  #15  
Old 02-20-2015
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Let me know how it goes Oxford.. I've been waiting on a dash plaque for my XP8 since May 2014. They've returned some emails, but never have any dates. Chris has been copied on emails for the last 6 months.

I've never been angry either, as it's not a life or death situation for me. I'd just like to have it with the truck.
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  #16  
Old 02-20-2015
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If you have your original have a shop make it they can digitally scan it then fab one up shoudnt take more then a week or so
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  #17  
Old 02-20-2015
OxfordS281 OxfordS281 is offline
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Quote:
Originally Posted by gliioct14 View Post
If you have your original have a shop make it they can digitally scan it then fab one up shoudnt take more then a week or so
Mine is missing. If Saleen has the source I would prefer that. I just want the 2-4 week statement to be true.
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  #18  
Old 02-20-2015
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Fortunately for me I have troy built cars and I was able to have a shop digitize then mill out of aluminum color it the same and put the 3m tape on. Looks the same if not a touch better the only reason I can do this is because they don't recognize my car exist total time to reproduce 2 weeks . I wish you all the best and your patience .
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  #19  
Old 02-20-2015
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I agree with Oxford a copy is a rip off and no true to the car. Oxford I believe Dave is helping you are already let me know if I am incorrect on that assumption.

Todd PM or call me and we can get yours going for you.
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Old 02-20-2015
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gliioct14 It is my understanding they don't have any documentation for the car not that they don't want to recognize it. They know you purchased it in good faith.
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  #21  
Old 02-20-2015
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I know and I do understand. I am just kind of left to fend for myself maybe one day . you guys do a great job as leasons for the owners keep up the good work you are our ears eyes and voices
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  #22  
Old 02-20-2015
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Quote:
Originally Posted by mgh471 View Post
It took me almost a year and $160.49 to get a dash plaque that was the wrong style. Jim D. and company was instrumental in getting that much done.
Same here, but in all fairness, Saleen made it right. They ordered me the correct plaque, I received it, and I returned the incorrect plaque.
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  #23  
Old 02-20-2015
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Interior serial plates: The 1999-2004 and 2005-2009 plates ar based off of a composite blank.

Quote:
Originally Posted by gliioct14 View Post
Fortunately for me I have troy built cars and I was able to have a shop digitize then mill out of aluminum color it the same and put the 3m tape on. Looks the same if not a touch better the only reason I can do this is because they don't recognize my car exist total time to reproduce 2 weeks . I wish you all the best and your patience .
Quote:
Originally Posted by Greg Wackett View Post
gliioct14 It is my understanding they don't have any documentation for the car not that they don't want to recognize it. They know you purchased it in good faith.
Off topic: Reference material for 2010-2012 SPV Mustangs is still in Michigan. Either in a computer/file cabinet or at dump site. It is also debatable if known accounting remarks were from hard-copy or memory driven (human brain) queries. Owner's of 2010-12 product should voice their concern to the individual(s) that lived through the Revstone bankruptcy and may still collect a paycheck from their satellite companies.
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Old 02-20-2015
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Mine is not correct for the year, but it is issued from Saleen, so I guess it can be considered authentic.
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  #25  
Old 02-20-2015
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Quote:
Originally Posted by Greg Wackett View Post

Todd PM or call me and we can get yours going for you.
PM sent and thanks!
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  #26  
Old 02-22-2015
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Just my own little piece to the story, I had a warranty issue with my 2008 S302E. 2008 may seem to be a long time ago, but the smog warranty is 7 years, and I was still well within that period. I went through the same issue, call after call, month after month, with no response. Finally got to talk to the one-and-only tech support person, gave them very detailed information, and... nothing. I did finally get some help from these forums with a contact who would actually pick up the phone - but he seemed pretty much powerless to help me out.

Luckily Jason@s281 stepped in and sorted out my problem, and I am back on the road and a happy camper. I am still going to see if Saleen will stand behind the smog warranty and cover at least some of the expense.

I don't know about other people here, but personally I tend to buy a new car about every 10 years. With a 2008, I am rapidly coming up on being in the market for a new Mustang (or even - *gasp* - a Tesla!). Its going to take some fancy footwork on the part of Saleen to get me back into the mindset of considering one of their offering for my next vehicle... ball is in Saleens court, you have a customer here, all yours to lose!

Cheers,
Chris.
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  #27  
Old 02-22-2015
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Quote:
Originally Posted by ctann View Post
Just my own little piece to the story, I had a warranty issue with my 2008 S302E. 2008 may seem to be a long time ago, but the smog warranty is 7 years, and I was still well within that period. I went through the same issue, call after call, month after month, with no response. Finally got to talk to the one-and-only tech support person, gave them very detailed information, and... nothing. I did finally get some help from these forums with a contact who would actually pick up the phone - but he seemed pretty much powerless to help me out.

Luckily Jason@s281 stepped in and sorted out my problem, and I am back on the road and a happy camper. I am still going to see if Saleen will stand behind the smog warranty and cover at least some of the expense.

I don't know about other people here, but personally I tend to buy a new car about every 10 years. With a 2008, I am rapidly coming up on being in the market for a new Mustang (or even - *gasp* - a Tesla!). Its going to take some fancy footwork on the part of Saleen to get me back into the mindset of considering one of their offering for my next vehicle... ball is in Saleens court, you have a customer here, all yours to lose!

Cheers,
Chris.
This will be a plight for a number of owners with pre-2010 Saleen vehicles. You should work with Saleen Automotive to resolve costs.

I encourage you to contact Saleen, resolve the costs, and give them a "who," "what," "when," "where" recount of the repair.
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  #28  
Old 02-25-2015
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Todd,

You should have a response from Saleen.

Greg
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  #29  
Old 03-17-2015
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I too have had issues getting in contact with Saleen. The couple of times I have spoke with someone, they have been great to talk to.

I am missing one of the black plastic "Wing caps" for a hole drilled in the trunk to install the spoiler. They have tried to send me the right one, but after three attempts, no luck. Maybe it was mis-drilled or something. The inside diameter is @11/16. I want to take it to some shows this year and would really like to get the right cap.

In addition, the lower front fascia where they removed the stock plastic grill is full of white specs, and the rear Saleen black plastic panel has black tape around it ( I guess to cover the bit of body paint the panel doesn't cover) and it is peeling off. I went to my local Ford dealer(there is no Saleen dealer in the area) and they took pics of the issues and tried to work with Saleen to see if either would be covered by warranty, but they did not get phone calls returned.

The really like the car, but if I ever have a serious issue with a Saleen part, I am not sure what I would do.

I imagine these are such minor issues that they have better things to do, but they are important to me. Sorry for the long post, just thought I would share my experience.
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  #30  
Old 03-17-2015
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Quote:
Originally Posted by Mustang14-037 View Post
I too have had issues getting in contact with Saleen. The couple of times I have spoke with someone, they have been great to talk to.

I am missing one of the black plastic "Wing caps" for a hole drilled in the trunk to install the spoiler. They have tried to send me the right one, but after three attempts, no luck. Maybe it was mis-drilled or something. The inside diameter is @11/16. I want to take it to some shows this year and would really like to get the right cap.

In addition, the lower front fascia where they removed the stock plastic grill is full of white specs, and the rear Saleen black plastic panel has black tape around it ( I guess to cover the bit of body paint the panel doesn't cover) and it is peeling off. I went to my local Ford dealer(there is no Saleen dealer in the area) and they took pics of the issues and tried to work with Saleen to see if either would be covered by warranty, but they did not get phone calls returned.

The really like the car, but if I ever have a serious issue with a Saleen part, I am not sure what I would do.

I imagine these are such minor issues that they have better things to do, but they are important to me. Sorry for the long post, just thought I would share my experience.
If you like, give us a call tomorrow and I will see what we can do to help.
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1996 Cobra Vortech SC / Track prepped
2002 Saleen Speedster #02-346
2007 Roush TrakPak-Race car
2015 Mustang GT

Check out our facility promo video here: http://bit.ly/1yHNfxM

Email: sales@281m.com
Web: www.saleenspeedlab.com
Facebook: www.facebook.com/mustangperformance
Youtube: http://bit.ly/1zOxanf


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  #31  
Old 03-17-2015
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Thanks, Jason. I will give you a call!
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  #32  
Old 03-17-2015
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Why isn't someone from Saleen monitoring these forums? Molly? Steve? Even Liz ? This IS their customer base and their best (free) marketing tool (word of mouth). It should be somebody's full time job at Saleen to read the SOEC and SCOA forums (not to mention the various Saleen fan Facebook pages) for sales and customer service opportunities. If they keep up this kind of business model they will be out of business in no time at all. It's not that hard... Look at what Jason does from S281 Motorsports... I think he has a comment in almost every topic here and consequently he has a lot of Saleen customers... Amazing. The guy below said he's in the market for a Saleen vehicle and yet nobody from Saleen posted a response like: "We would love the opportunity to show you our latest line-up and help you select a Saleen performance vehicle that fits your taste, lifestyle, and budget. Please contact me at (insert name and phone of Saleen sales contact). C'mon Saleen... Really... Like the other guy said... he's your customer to lose.
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  #33  
Old 03-18-2015
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Jim contact Derek around 2:30 PM (Pacific Time) regarding the warranty inquiry for the 2014 White Label.

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Originally Posted by 2007-52 View Post
Why isn't someone from Saleen monitoring these forums? Molly? Steve? Even Liz ?
Liz is retired.

We point "Saleen" to a customer issue when it comes to us. Some customer issues are posted on the forum. Others come by email, phone or in-person.
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  #34  
Old 03-18-2015
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They need to run a business so we Dave, Jim, Rick L (SCOA) and myself will field issues posted or emailed to us and provide owners assistance.
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  #35  
Old 03-18-2015
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Quote:
Originally Posted by Greg Wackett View Post
They need to run a business so we Dave, Jim, Rick L (SCOA) and myself will field issues posted or emailed to us and provide owners assistance.
What you guys do for the Saleen community is incredible and you cannot be thanked enough.

With that being said, part of running a business is taking care of your existing customers to keep them customers. They are very lucky you guys are here to pick up any slack.
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  #36  
Old 03-18-2015
Jason @ 281m's Avatar
Jason @ 281m Jason @ 281m is offline
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Originally Posted by 2007-52 View Post
Why isn't someone from Saleen monitoring these forums? Molly? Steve? Even Liz ? This IS their customer base and their best (free) marketing tool (word of mouth). It should be somebody's full time job at Saleen to read the SOEC and SCOA forums (not to mention the various Saleen fan Facebook pages) for sales and customer service opportunities. If they keep up this kind of business model they will be out of business in no time at all. It's not that hard... Look at what Jason does from S281 Motorsports... I think he has a comment in almost every topic here and consequently he has a lot of Saleen customers... Amazing. The guy below said he's in the market for a Saleen vehicle and yet nobody from Saleen posted a response like: "We would love the opportunity to show you our latest line-up and help you select a Saleen performance vehicle that fits your taste, lifestyle, and budget. Please contact me at (insert name and phone of Saleen sales contact). C'mon Saleen... Really... Like the other guy said... he's your customer to lose.
First off, thank you for the compliment. While we gain a small amount of customers from here, our goal is to provide a technical support base for those who need it. There is so much bad info out there driven by lack of knowledge and/or dollars that it must be hard to be a consumer and not know which direction to go. We try to provide that non biased approach to helping you guys, SOEC members. But I can tell you, the amount of time we spend on this forum and fielding calls / emails from it can be taxing sometimes. I cannot imagine the difficulty in managing the efforts that Saleen has.

Here's a perspective some don't realize and something to consider..... Our business is quite small in some perspectives....the amount of time we spend in just one week fielding tech help questions via phone calls, emails, PM's, forum replys's is nearly a full time job that most often never amounts to a sale. For example, I just spent 45 mins on the phone giving someone tech support for free. Some would say he may come back and buy, but odds are proven not even half do. With all that said, its very costly to provide support to all these avenues of communication without any return. And with the financial climate of Saleen I'm sure their focus is on selling cars to keep the business afloat.

My advise has been, find a Saleen knowledgeable shop and let them help you. I just don't think they have the staff to support all the tech calls currently.

Quote:
Originally Posted by Greg Wackett View Post
They need to run a business so we Dave, Jim, Rick L (SCOA) and myself will field issues posted or emailed to us and provide owners assistance.
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  #37  
Old 03-20-2015
seethrough seethrough is offline
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Quote:
Originally Posted by Greg Wackett View Post
They need to run a business so we Dave, Jim, Rick L (SCOA) and myself will field issues posted or emailed to us and provide owners assistance.
Is there any chance that yourselves or SOEC will take over the Letter of Authenticity role from Saleen? I know from my personal experience and comments from others that this area could benefit from being upgraded to a more accurate process. Add to that the knowledge that you guys have about the history of these cars and it seems like a logical move that would benefit the Saleen community.
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  #38  
Old 03-20-2015
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gliioct14 gliioct14 is offline
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This is a hot button issue shared by most in the community. Customer service is key to a good company. Jason gets it - as do most who run companies. Until this is sorted out the brand as a hole will suffer through word of moth which is more powerful through social media and social interaction. History will be the judge going forward. All the best on the new launch this evening. We all share the passion for the vehicles are only wish is for the customer service you would expect to see with any business of any size.
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  #39  
Old 06-12-2015
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todds89 todds89 is offline
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Originally Posted by Greg Wackett View Post
Todd,

You should have a response from Saleen.

Greg
I did receive a response, but it's the same - "we don't have an eta..."

I placed the order over a year ago.

Todd
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  #40  
Old 06-15-2015
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Jim D. Jim D. is offline
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In Saleen's defense, some of these items just take time... it's tough for them to justify tooling up for an XP when only so many exist, so when they have enough orders to make it worthwhile, then it tends to happen.

I've said it before and I'll say it again, patience is a virtue. :)

When Greg buys his next XP and it needs a dash plaque, then we'll have another order on the books. :)
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  #41  
Old 06-15-2015
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Originally Posted by Jim D. View Post
In Saleen's defense, some of these items just take time... it's tough for them to justify tooling up for an XP when only so many exist, so when they have enough orders to make it worthwhile, then it tends to happen.
double post
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  #42  
Old 06-15-2015
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Quote:
Originally Posted by Jim D. View Post
In Saleen's defense, some of these items just take time... it's tough for them to justify tooling up for an XP when only so many exist, so when they have enough orders to make it worthwhile, then it tends to happen.
Ok, so, I received word that they have retooled and that it would be 4-6 weeks to receive it.

So either they received a few orders, or Greg bought an XP ....
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  #43  
Old 06-15-2015
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