Sorry for the long post, but I think it's a good read, especially for anyone considering doing business with Osaka
Alright, I started to suspect that Osaka was purposly ignoring my emails and IM's because either I have been "bashing" them, or they just didn't want to deal with my problem. So, I decided to conduct a little "experiment". I'm a "scientific" kinda' guy, so I'll break this down according to the scientific method. . .
Purpose: To determine if Osaka JDM Motors is ignoring my emails and IM's
Hypothesis: Yeah, I think they are intentionally ignoring me
Materials: Two different email addresses
Procedures:
First, I used my roomates email address to email the company, inquiring about buying a CTR engine swap:
Sent: Sunday, January 19, 2003 1:28 AM
To:
sales@osakajdmmotors.com
Subject: WTB: B16b swap (CTR)
Hello, I was referred to you by a friend of mine. I love your new website and have heard a lot of good things about your company. I am intersted in purchusing a B16b (CTR) swap. I already have most of the necessary parts you don't include, and I can't smote the price. Please tell me how to finialize the transaction and send payment, I am very anxious to get this motor in the car! - Jack
I then emailed Osaka from my email address (the address with which I have made all previous correspondences with the company through), inquiring about the status of my missing parts:
Sent: Sunday, January 19, 2003 1:33 AM
To:
sales@osakajdmmotors.com
Subject: Update on missing parts?
I ordered a JDM H22 swap from you in early december. It was missing the down pipe I was told was included. Mark told me one was shipped to me in early January, but it still has not arrived and he cannot produce a tracking number for the package. I called last tuesday and a man named John told me to email and he would look into the situation. I have sent probably 5 emails trying to get this situation resolved, but all have been unanswered. The AOL AIM messages I have sent have also not been answered. Please update me on this situation, I have been without my car for almost 6 weeks now, and a month of that time has only been because of this ONE missing part which you assured me you "not be a problem to ship out quickly". Thanks, Tim Monroe
The emails were sent within 10 minutes of each other, and both were sent to the exact same email address.
Data:
Emails recieved:
To Roomates email address:
Recieved: Sun, 19 Jan 2003 08:12:17
From:
sales@osakajdmmotors.com
Subject: re: WTB: B16b swap (CTR)
Hello, the type-r swaps come complete with axles and shiftlinkage just thought I would let you know that,…..as for completing the buy I need to know where you are from so I can get you a price on shipping.
To MY email address:
None
Analysis of data:
Osaka JDM Motors replied to an inquiry about the purchuse of a $4000 engine swap within about 8 hours of recieving email from a "new customer". Osaka JDM Motors failed to reply to an inquiry regarding missing parts and poor service from a previous customer.
Conclusions:
My hypothesis was proved correct: Osaka JDM Motors IS, in fact, ignoring my requests for attention to my problems. When faced with the opputunity to make a $4000 sale, they will quickly reply to emails and attempt to be as helpful as possible. However, when asked to address existing problems for customers that have already made payment, they do not reply at all. Both emails arrived in the company's inbox within a few minutes of each other, so "not seeing the other email" seems unlikely. While it may be true that Osaka JDM Motors is currently trying to correct the problem, they have made no efforts to update me on the situation.
I'd say the above is a pretty undeniable example of "Osaka's commitment to customer service". Do I feel dirty and underhanded undertaking an experiment like this? Yes, I do. . .I don't like lying (much). Do I feel like the situation warranted misrepresenting myself via email? Yes, very much so. I hope no one else tries to convince me that "osaka has changed their ways" and they are "busting ass to solve all the old problems", because I'd say it's pretty obvious that is not the case. Anyone remember the Steve Miller Band song Take the money and run? Later, Tim