Originally from
Two months ago I bought a Stillen exhaust. When I recieved it and installed it on my car I noticed a rattle coming from the exhaust. Not trusting my amauter asessment I took it to several muffler shops and had them asess the problem. Every last shop said that there was a weld broken inside the muffler and that when the exhaust pushed through the muffler, that it produced a high frequency metal on metal buzz. I contacted the place that I originally bought it from and they said unfortunatly I have to deal with the manufacturer as it falls under their warrenty. So I call stillen and speak to ANDREW at ext 174. I explained my situation to him and he told me that I have to send him my exhuast so he can evaluate it and either repair it or send me a new one in the case that it is unrepairable. I asked what I was supposed to do inthe mean time he told me that this was company policy. I said okay I understand, I don't agree but I understand. So I tell him I'm going to get a temperary replacement and then I will call him back to begin the return process. I bought a cheap muffler to replace it and I called ANDREW again. He was not there so I left him a voicemail. I had to leave town for two weeks so I left instructions with my wife as to what to do when he calls back. Upon my return I expected to see my new muffler I asked where it was and my wife says he never called back. So I call STILLEN again and talk to ANDREW and he says "oh sorry about that I forgot bro." (word for word quote) He then proceeds to tell me that I have to pay to ship the muffler back to him to get it covered by "warrenty". I asked why and he said he really didn't know. I asked if he could transfer me to somebody that could answer my question and he said sure and transferred my to JOSH GREENFIELD a customer service supervisor. After explaining my story to JOSH he said "thats just the way things are and you have to deal with it." I asked him "don't you find it a little odd that I have to pay over $100 in shipping to return and recieve back a defective "warrentied" part that only cost $300?" he said "yeah but I don't know why, its not my call." I asked to speak to his boss. he said "sure hang on I'll get my boss BILL CLATER he is the customer service manager of STILLEN the entire corparation. BILL CLATER picks up the phone and immediately begins the conversation in a hostile tone. I began to explain my situation to him and he cut me off in mid-sentance with this "look michael our policy is not to pay for shipping and thats the way it is." I asked him if that made sense on a consumer to buisness level? He said "look michael I'm not gonna debate with you about an exhuast I'm too busy. you can send it back or you can keep it the choice is yours." I asked him if I could ship the part to him and when in fact it was found defective if they could reimburse me he said "No we don't do that." I asked why. he said "look either ship it or keep it the choice is yours I don't care what you do. Our products will sell regardless. heres are address the choice is yours!" and then he hung up on me."
I never once raised my voice. I was talked to like I was 12. And on top of it all he hung up on me.
This is the customer service manager we are talking about.
Everything in quotations on this post is verbatem what they said.
You know hes right the choice is mine I will never buy another stillen product.
I will make it my mission in life to tell everyone I know.
Thank you for reading my post if you can give me links to every other nissan board you can think of I would be grateful.