I ordered a complete set of Autometer Cobra Gauges from Highland Daytona Racing for $525. The next day, on Club Cobra I saw the same set for $465. Rick Ellis of HDR told me I was too late for that deal, it was for ten or more orders. When the kit arrived months later, I found out the reverse speedometer is mechanical, and needs an additional adapter (and cable of course) which was not included. Also missing were the
oil pressure and fuel level sending units. Funny, the sets from Finish Line do include the reverse adapter, and ALL senders.
Rick told me I would need to pay additional for the reverse adapter. Later, I got a voice message from HDR that the part was in, and that I needed to send a cashier’s check to get it (the only form of payment HDR accepts). As I was on my way to the bank for the second cashier’s check, I got a little irked. Why should I pay additional money for a set I was told was complete? I left a voice message saying I was upset at paying additional money, but the phone machine cut me off. I sent HDR an e-mail asking that they include the adapter, and that I thought it should be mentioned on their website and in Club Cobra. This was interpreted as a threat:
“I do not take well to threats of any kind, especially when they are aimed
at my family or income and HDR represents both.”
Rick exploded into a vicious personal attack, over what I thought was a legitimate customer complaint. He said that I and fiftytwo others missed the $465 deal. Funny, he originally said he couldn’t give me the $465 price because it was for ten or more orders. Hello? Isn’t 52 a bigger number than ten?
He called me immature and ungrateful, told me that the $525 he was selling the gauges for was only fifteen dollars over cost, and HDR paid shipping. If this were true, would it make business sense to you?
When I also mentioned the missing
oil pressure sender, Rick replied “Yes it would be nice if every little trinket came with every product we buy in this world, but most of us grown ups understand the free market principle of Up-selling to further expand ones profit margin.”
The personal attack continued “you ask me to include these additional parts in the price of $525.00 that you have already paid…Your personality my friend is flawed!”.
My disbelief over the unprofessional and condescending tone of his e-mail was furthered with this statement:
“My point, believe it or not, is that I instructed Kelly to send your check back with the unit! Why? Because through our conversations I have found out that you are new to this game, and just starting out I know fully how money gets real scarce during your initial few car builds. …Bad move! But you'll learn.”
Okay Rick, so do you agree with me that the adapter should be included, or are you vehemently against it? If someone were going to give their customer an additional piece at no charge, would they make them go to the bank and get a cashier’s check made out, and send it in anyway?
Is it me? Is this really how someone should treat a customer? Rick said he was sending my check back, with no part. I sure didn’t like the tone of Rick’s e-mail;
“Since your threats came initially via telephone, so then must come the
apology”
All I mentioned was that the people at Club Cobra should know what they’re getting! The last paragraph of his lengthy e-mail was interesting:
“It is my advice that you suppress any feelings of further public attacks or retaliation in any way, this behavior will be met immediately by three very capable lawyers who just happen to based in C.A.”
I responded to this e-mail, explaining that I thought he had misunderstood my intentions. Rick simply continued in what I feel was a very arrogant and condescending manner:
“Now, again, out of over 60 Cobra gauge customers, some from CC, NON OF THEM PERCIEVED OR ASSUMED WHAT YOU DID! Again I pose the question to you, Why? I pose the obvious answer; THEY KNEW BETTER! The reverse gear assembly is NOT part of the Gauge set OR assembly! It is part of the Speedo cable assy”
If this is true, why does Finish Line include it in their set, and why would he say he was going to give it to me before I complained? More pearls of wisdom followed.
“Dude, get over it…I am the Captain of this ship, and the Captain can never appear weak”.
My problem with HDR isn't about the speedo adapter, it's about customer service. Anyone who wants to read the whole voluminous rambling text of the insulting e-mails from Rick at HDR can e-mail me for them. I myself am choosing never to do business with HDR again. I’m glad the great people at Factory Five Racing also offer a Daytona Coupe. Also, House of Cobras offers the same Autometer Cobra gauges to those of you who prefer to be treated as a human being. Thank you for allowing me to vent some frustrations in this forum, hopefully saving at least one person a similar fate.
-Steve
HDR, Where Customer Service gets the MIDDLE FINGER???
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