JB Racing ( Quill exhausts )

Guys...word of warning about dealing with JB Racing or (quill exhausts )

I've bumped this thread from here

http://forums.sv650.org/showthread.php?t=87243

Seeing as company service is fashionable i thought I'd share this with you all.

Dont know if any of you have ever used them but JB racing [or Quill exhausts as they're also known] are the rudest company and worst customer service of any company I've used in any walk of life.
Ordered a new micron can the other week. Was told it would be next day delivery. Week later no can. Phone JB
"Hello, I haven't received my order for my exhaust."
[Give order details, name etc....]

"Er....it hasn't been ordered yet."
"Er...I was promised next day"....
"silence".
"So when can I expect it?"
"Between 10 & 30 days"
"What? I can get one from my local bike shop next day"
"Should have ordered with them then - shouldn't you"
"Beg your pardon?"
"You heard"
"I did. In that case I'd like to cancel my order please"
"Don't think so"
"Beg your pardon"
"Do that and you'll get a 25% charge for wasting our time"
"Er can I speak to your boss please"
"No"
"why"
"look pal. Micron charge us 25% restocking so you cancel...its just tough. It tells you on our website about cancelling - 25% fee"
[Checks website ]
"No it doesn't"
"Er...the websites being redesigned"
"I just want to cancel my order please"
"Look mate...phone Micron and sort it out with them"
Phone gets put down
Phone Micron...explains story
Micron explain
"JB Racing & Quill exhausts are both the same company. They are not one of our stockists and they dont have an account with us. We don't charge 25% restocking fees - that's just completely untrue. We have your exhaust in stock and can be delivered next day."
Phone JB Racing again tell them what Micron said.
"Look mate...you're getting a 25% charge weather you like it or not. Micron exhausts are made to order and arrive in 30 days. Go check your email and your invoice."
"Er the invoice says next day delivery.The invoice also says its £23 more expensive than what my order says. The invoice is also from a different company"
"That'll be charged extra to your credit card."
"Eh?"
Hangs up phone.
It gets worse....unauthorised charges on the invoice, the order that was processed wrongly - wrong can, more lies about micron, 3 different stories about why the exhaust wasn't ordered...
Credit card company has been notified and are taking action.

What a bunch of

I've got a Quill can on mine (only coz' that what it had on when I bought it), don't think I'll be buying off them now............

Update:

It's always good to cover yourself in these type of situations. Have a look at the image below.


I saved a copy of their terms and conditions page when Im spoke to them. No mention of a charge on their website. Compare it to the page saved today. Note they've added lines about a 25% charge and added an extra clause 28.

Hmm.....

That's just staggering Do they "record their calls for training and quality purposes"? Coz it sounds like they need some serious training (and quality).

Good luck, hope the credit card company gives them what for. Sounds almost small claims court-worthy, tho I'm not sure what you could batter them with? Breach of contract I guess. Wonder if trading standards would be interested in the whole lieing about relationships with suppliers, changing contract terms after the fact etc.

Bah, too much trouble, record the next call and stick it on the web as a matter of public interest.

[mac608]

Well times have changed.

I bought my quill from JB, and they even fitted it for my free of charge. I also bought front fork springs from them and had no problems. But that was three/ four years ago.

This makes me mad.. Some companies are just getting away with it. Can you take them to small claims?

I once ordered some alloy wheels from GAP Security in Northampton. Was a similar story to you. Nothing arrived within the promised 10 days so I asked to cancel. They said too late as they were on their way from the US. ThenI receive a letter asking me to sign a disclaimer that once the wheels were ordered I couldn't change my mind. Phoned them up and said I won't sign the letter as I've changed my mind now, they said too late again, they were ordered anyway!
Two weeks later I call to see where they are, the guy says they are 'probably' in the warehouse. I ask him to have a look but he says the warehouse is a big place and they will turn up soon.

Grrrrrrrrrrrrrr! Makes my blood boil just thinking anout it again. I eventually went up there to personally collect. They were in a tiny shed out the back. Didn't even have a warehouse!

Complete set of w@nkers..

Hope you get it sorted out soon mate, I know how you feel.

It does indeed make my blood boil. I'm informing the OFT and Trading standards.

One fatal flaw in their plan. This *new* restocking fee at 25%. I have an email from them stating that the item is not in stock with them and has not been ordered. So...if they dont have it in stock then how can they charge a restocking fee?

Check out the distance selling regulations
http://www.dti.gov.uk/consumers/buyi...ing/index.html

If you buy anything mail order, over the phone or net, you've got a seven day 'cooling off' period in which you can return the item for a full refund.

Absolutely spot on. I told them the Distance selling act and the response I got was "I don't care what kind of laws you have up there. Our terms and conditions are on our website and there's a 25% charge for cancellation and thats that".

Presumably he means Scotland(?)

Relayed this back to Trading standards whose response was - "oh really".

They're being really thick about this. My complaint will go in, the credit card company have been informed and I've informed their payment gateway a complaint is coming and I want them to investigate their online billing.

well this is intresting, ill just dig this up, i ordrered my exhasut from quill/jb racing,
had a few discusions with the guy on the phone over what i wanted, he did me a really decent deal
by knocking 20% off what the price would normally be and then 10% off the micron pipes,
he was really freidnly on the phone, price i was quoted was price i paid, he told me it would take 10- 14 days to come
as it was a quill t3 and was handmade, he even asked me what colour by bike was, i said blue, he said he would
ask the guys to try get the can to be more blue during anodizing, ( result at bottem) and it came back really nice
i would say i got fantastic service from them and id use them again,
o also the micron pipes came and were a bit off, they wouldnt quiote go on the bike, i rang them up and they said
can i just be put on hold for a minute while they call micron, they did.
he came back and said micron are now sending you out a new set of peipes and then when they get there send yours back in the
same box and the returens being paid for, just call x number and ask for a pickup,
so i really dont know what went on with yours but their service to me was fantastic, advice was good,
exhaust is stil looking nice, i ordered mine around june last year.




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