AirRide  レビュー 

AirRide からの回答

2021年2月27日

Thank you for the review Dean – all publicity is good publicity as they say. 😊 Unfortunately, you have made a few mistakes in your report which need correcting.
You didn’t mention that you in fact ordered Dunlop bagged struts, that we discussed it at length and that it was stated clearly as such on your invoice BEFORE you paid. Only after you received it and you heard an upgraded product would be available in a few months did you insist on a free upgrade to the more expensive product. We were not able to offer this and you did not want to pay the higher cost. You forgot to mention in your very first Trustpilot review that you ordered a Dunlop bagged kit, and that you received exactly the Dunlop bagged strut set that you ordered. You forgot to mention what a great heavy duty product with huge bags that it is, and also how easy to fit. 😊
You also failed to mention/forgot/chose to try and mislead when saying about cards. All customers CAN pay on card and all customers are welcome to do so – its just we offer a 2.5% discount if you choose to pay directly. Because we don’t pay the fees to the card company we pass on the saving to our customers – we are kind like that 😊 You made the choice to save the 2.5%, but it was entirely your choice.
Phil personally spoke to you over two dozen times – after that being a busy person managing the company he was indeed not always able to be available every second of the day when you repeatedly called demanding to speak to him about the matter of the free upgrade which at that time had already been dealt with at least six times. We didn’t charge you for the time – because we are good that way. 😊
You did get one thing correct – the Boss bagged Vito struts have been delayed due to workload and an incredibly full order book, so we are unable to undertake the development work we had anticipated. You are also correct that CNC parts and seals are required, and they need to pass our reliability and durability tests before they can be launched. We will get back to them, but you will recall you never actually ordered these (please please please check your invoice as we have been asking you to do, and actually read it), so without the additional cost being paid you would not unfortunately have been able to receive this superb upgraded product even if it had finished development. The extra lift and extra comfort offered by these superb front struts is not something you would have been enjoying. We are very sorry about this. ☹
Unfortunately after the ranting on the phone and the threats that if we did not give you a free upgrade to the more expensive items you would leave a negative review we did have to make the hard decision to block your emails and phone calls. After 50 calls asking the same question and a total recorded conversations with Phil exceeding 30 there was nothing to add. We are sorry you forced us to block you but it was a situation you created and we have a responsibility under law to protect our telephone staff from certain types of calls. We have a zero tolerance. Its rare that we have to take this action but it does happen now and again. You made us very sad that we had to do that. ☹
We do not accept calls from withheld numbers – no genuine bonafide customer needs to hide their number and it prevents about 50-60 scam and junk telephone calls each day. This is another saving we are able to pass onto our customers. We are good like that. 😊
Card payments are always welcomed and often recommended. You cannot of course do a chargeback if you order an item and receive exactly that which you ordered so this would not have been of assistance here anyway. Card companies don’t take kindly to customers falsely claiming chargebacks when they didn’t get a free upgrade to a more expensive product for no reason. ☹
We are very sorry that you are so unhappy you need to write your review in capitals. We have tried to work with you extensively to deal with the issue and only broke off communication when it was clear this would not be possible and because we would not accept being blackmailed with the prospect of negative reviews. You did of course forget that you didn’t actually lose any money here. You bought a high quality custom made product – that’s certainly not losing your money (although some Wives may take a different view!!). 😊
You placed an order for items to be made for you. You paid for them. They were made for you. You received them. Simples. 😊

AirRide からの回答

2021年4月14日 に更新

Dale,

We are sorry that you think you have had a negative experience with our company however we have checked extensively and we have no record of you ever placing an order with this company. We have gone back 3 and a half years to see if you had a genuine customer experience within the past 12 months and there simply is no order in your name - maybe you used a different name? AirRide/Airide/Air suspension is now a common modification and many companies with similar sounding names exist.

You have been asked to contact us both by AirRide on the Trustpilot system (you chose not to make contact) and by Trustpilot themselves. I am sorry therefore that we cannot help but we really feel this review is certainly not about our company. If you did order from us please get in contact on 0800 772 0315 with your genuine name and we will be only too happy to try and resolve any issue you have. Please do have your invoice number to hand so we can find any records.

AirRide
08007720315
enquiries@airride.uk

AirRide からの回答

2021年2月28日

We are sorry to hear you had installation issues. The technical advisers are not always instantly available on the phone because they fit air suspension in the workshop so you know you are always speaking to someone who has actually fitted the product in question. They will always call back if you leave your number and photos of any issue. We have checked your order and your comments. The clearance on a very few Ducatos on the basic front struts can be very close and a cause of concern – more so on the nearside in our experience. It only effects a very few of the Ducatos and not every vehicle and often not on both sides – it appears to be a random vehicle anomaly.

A remedy is outlined in the instructions and support and advice always available on the phone or email. We are sorry that in this instance we seem to have fallen short of our usual levels of post sale customer support and technical advice and not assisted you through the process as we would have hoped. The call log does not show that any further steps were needed from our technical team and it appeared to our phone operatives that you were calling to inform that you had a small issue and that you had resolved it. We will ensure that a note is made of this for the future. We are always looking to improve our service and are usually regarded as having the very best technical advice service in the industry. It is therefore a shame for us and for you that we did not experience our company at its best.

We are of course very happy to see that you resolved this small installation issue. If you need to discuss it further please do feel free to contact us by phone or email.

Airride
08007720315
enquiries@airride.uk

AirRide からの回答

2019年9月17日

Many thanks for the positive feedback, and its good to know you would recommend us. With over 20 years in the business we pride ourselves on our in depth product knowledge and we are very happy to hear you found that helpful.