UUC ?

[m3f_M3AN_5f4dc0ba80]

Originally posted by understeer.com



UUC doesn't bill your credit card until the item ships, so there'd be no reason for the government to get themselves involved. If UUC doesn't have the parts, they can't ship them and they don't bill for them. Frustrating, yes. A crime, no.



Yes, but I'm sure it is against the law to misrepresent the availability of and lead times for products. Many people seem to be concerned not only by the delays but by the un-kept promises as well.



Nevertheless, I'm not suggesting court action... that's a rather blunt instrument... but they should change their "expectation management" approach IMO.

[m3f_Rob @ UUC_baa567992b]

Guys,



This sort of thread comes up from time to time, and I can give all the answers and predict all the responses. I'll try to sum it up in one post that should negate the necessity of follow-up questions.



Yes, we know that there have been extended delays on many of our products. Yes, we know it's frustrating. Yes, we're aware that it loses us business. Yes, we're trying to do everything we can to reduce the problem or eliminate it entirely. Yes, we're aware that oftentimes availability estimates turn out to be completely incorrect.



Increasing production is something we are doing continuously. Many of our components are in constant production and still barely keeping up with demand. Demand is the key factor here... as the BMW community recognizes the engineering and quality commitment of our products more and more, so demand increases more and more. While it looks like we always have the same problem in delivering "X" quantity of orders per month, the reality is we have been increasing our manufacturing capacity all the time and barely keeping up with the increasing demand.



Availability estimates are always very carefully given as estimates, not guarantees. I assure everyone that when a UUC representative says a product will be available in so many days, as of that time the estimate is accurate to the best of our knowledge. The problem arises when outside factors come into play, things beyond our control. For example, our extremely popular underdrive pulleys... our anodizer's time estimates to us were completely boofed when he had equipment problems. After a customer has already been told 3 days, and the outside equipment repair takes two weeks that we did not know about at the time of the estimate, a problem has been created. I think it's obvious that these are innocent mistakes not meant to mislead anybody.



And so it goes down the line with whatever product may be backordered, whether it be shift knobs or exhausts... certain sub-components that we contract out get delayed, and these contractors do not always give UUC correct availability estimates and drag out their production time. Trust me, we all suffer when that happens.



My final assurances to all customers awaiting delivery; we are very much aware of your excitement in getting new parts and the frustration in waiting, but as much as you want the parts, we want to send them a hundred times more. It's not a "customer service" issue at all - we really, really, really want to get your order out to you immediately, but ocassional delays are at times unavoidable. Beyond that, you can be assured that when the UUC product does get to you, it will be the finest example of that kind of item and worth waiting for.



Thank you all very much for your extended patience and continued patronage of UUC Motorwerks.

[m3f_96M3Power_4547fc3d60]

*cries*



That was beautiful

[m3f_AMPowerJ_e8f979e5cd]

Rob -



I can appreciate the fact that manufacturing setbacks can delay shipments, etc. However, it seems to be happening more often than it should with UUC and with a wide range of products. In my business, if I can't get what I need from a supplier I change suppliers. What is UUC doing to correct this problem? I hope you all are not just going to live with it because you WILL end up losing customers. I for one really like the UUC products as I have a number of them on my car. My next purchase will probably be a set of pulleys, but I am seriously considering buying a set from another vendor so that I know I will get them in a reasonable amount of time. Can you give us any assurances that measures are being taken to correct these problems?



Ashley

[m3f_battman328]

About a year ago, I made the decision to upgrade the exhaust on my '95 M3. UUC came highly recommended, and I opted for System*U exhaust (not the twin silencer) model. I placed an order and was surprised when it didn't show up a few weeks later. So I called UUC who told me it would be at my door in a week. 2 weeks later, no exhaust, so I called them again and was told (by Rob Levinson) that the version 2 had just been completed, and it would be another 2 weeks...but it sounded like some good improvements, so I was annoyed, but hoping it was worth it.



I finally got my exhaust about 3 MONTHS later! Arrg...so I installed it that day and much to my annoyance, the fit totally sucked! I work as mechanical design engineer and do 95% of my own auto work so I really don't think it was me. The bolt and instructions that came with the exaust didn't work and I ended up rigging a bracket up from the hardware store. For $660, I was really disappointed. So I took a bunch of pictures and I sent it to Rob at UUC. He agreed that it looked bad/incorrect and would get back to me ASAP. That was 8 months ago - I have yet to hear from him.



I was interested in having an aggressive sounding car, but not anything as loud as the imports that go roaring around these days...this really isn't UUC's fault, but I didn't care for the sound at all. To me, my M3 sounded exactly like your average civic with a cheap/loud exhaust. When I realized that I was embarressed to drive my M3 to my girlfriend's parent's house, I decided to get rid of the exhaust.



However, the biggest disappointment was in the performance. My current engine upgrades include a dinan TB, dinan stage 2 chip and cold air intake. I noticed absolutely no performance improvement after installing the UUC exhaust. It just got louder.



Again, I've heard many good stories about UUC and their products seem to receive high praise on forums like this one...but I sold my UUC exhaust on e-bay (at a loss) a few months ago and won't be using them again.

[m3f_99DakarM3_146594ecf1]

Wow - looks like I might be cancelling my order.

[m3f_Rob @ UUC_baa567992b]

Originally posted by battman328

About a year ago, I made the decision to upgrade the exhaust on my '95 M3. UUC came highly recommended, and I opted for System*U exhaust (not the twin silencer) model.



"Battman", I don't recall the particulars of your order, and it's not appropriate to discuss it here.



Nevertheless, I'll say this - I speak with about 40-100 people every day for a variety of reasons, each needing concentration for different reasons whether they be materials vendors, fabricators, dealers, or customers. I do have a fairly "full plate" but do a pretty good job tying up every loose end. However, once in awhile, something falls through the cracks. As your situation was obviously one of these cases, I do sincerely apologize.



If you had a problem with one of our parts, I am certain I was more than willing to take care of it for you. That we did not resolve it all at once means there must have been some intermediate step. Again, I do not remember the details of your situation, but that's not the point right now. My question for you is this - if there was obviously something wrong with a product that many hundreds of M3 owners fit perfectly (and was European Car magazine's #1 E36 pick), and I was (and always am) willing to do whatever it takes to make a customer happy, and if it was obvious that we had some lapse in communication, why would you not simply check back with me to see what the delay might be?



Honestly, a phone call would have been a lot less effort than an ebay listing, and as I would have simply refunded your purchase price if you could not be satisfied by any other means, the end result was that you simply lost money when you did not have to. The phones do work both ways, if I didn't call you back then you could have just called me.



Again, I apologize for any "dropped ball" in your case, but the remedy was only 10 digits away - 908-874-9092.



Folks, let's not turn this into a juvenile bash-fest. As I have said many times, any vendor can only help you if you give them a fair chance. UUC only has unhappy customers when we have not had an opportunity to make them into happy customers.



- Rob Levinson

UUC Motorwerks

[m3f_Rob @ UUC_baa567992b]

Originally posted by AMPowerJ

Rob -



I can appreciate the fact that manufacturing setbacks can delay shipments, etc. However, it seems to be happening more often than it should with UUC and with a wide range of products. In my business, if I can't get what I need from a supplier I change suppliers. What is UUC doing to correct this problem? I hope you all are not just going to live with it because you WILL end up losing customers. I for one really like the UUC products as I have a number of them on my car. My next purchase will probably be a set of pulleys, but I am seriously considering buying a set from another vendor so that I know I will get them in a reasonable amount of time. Can you give us any assurances that measures are being taken to correct these problems?



Ashley



1) See my first post above.



2) E36 pulleys in black are shipping now, blue will be shipping in the next few days.



- Rob Levinson

UUC Motorwerks

[m3f_Drifter_23d8df4bc6]

Well Rob I hope this gets worked out. And the best of luck for you. And once i get some money You will be getting a order from me! I hope this will be worked out once my order comes in.

[m3f_redenmd]

Rob:

I ordered TSE through Turner in Dec. told one month delay-still no word--any idea at all when these things will ship???

I must add that Turner just installed Evo 3 SSK, and it is the balls!!!!beautiful design, function and intallation!! I met Matt at a couple of DE events and he was incredibly helpful on a variety of issues-in large part, that is why I am a customer---

hope to get the exhaust soon and thanks for taking our concerns seriously-

[m3f_03E36M3_956a950a08]

I thought these boards were for stories exactly like this, both positive and negative, so other enthusiasts could make an "educated" purchase.

[m3f_99DakarM3_146594ecf1]

Originally posted by Rob @ UUC





1) See my first post above.



2) E36 pulleys in black are shipping now, blue will be shipping in the next few days.



- Rob Levinson

UUC Motorwerks



So Rob - How come when I check my order status it is still unbilled, unshipped and backordered. I ordered the black pullies on the 26th of December - dont you think this is a bit ridiculous. If I ran my business like this I'd be a poor, poor man. I'm calling to cancel on Fri. if they aren't on the way. Sorry for being upset, but what do you expect when you dont let anyone one know what the helll is going on with their orders. I mean c'mon at least an email of when they might be in stock and ready to ship every month or two or three or four would be nice.

[m3f_Rob @ UUC_baa567992b]

Originally posted by 99DakarM3

So Rob - How come when I check my order status it is still unbilled, unshipped and backordered.



I have no idea right now (it's 8:40pm and I'm performing "customer service" after-hours), but I would know if you call me during the day at the shop. I can check if there was some billing error, address error, or other problem with your personal order.



908-874-9092. I look forward to speaking with you tomorrow!



- Rob

[m3f_95RogueM3]

Originally posted by 03E36M3

I thought these boards were for stories exactly like this, both positive and negative, so other enthusiasts could make an "educated" purchase.



That is precisely what these forums are for, Rob doesnt want his name dragged through the mud so its easier to claim a post innappropriate than to answer it. Rob, I really dont mean to make this seem mean or personal but alot of the guys on here are always there for each other so when you **** around one of us..you in turn **** around the entire forum. I am in agreement with Ashley that you need to find a new supplier whose machines dont break so often.



I am frankly quite surprised the Purple, a moderator here, hasnt complained yet about his 5 month over due shift knob. Before I go, you said that all estimates are just that..estimates. However, a poster above clearly stated that a uuc rep (perhaps you, as you say you talk to 120 people a day) told him something was in stock and ready to ship. When someone says "ready to ship" ...that does not mean it is an estimate and clearly it is an outright lie in an attempt to garner more business.



Anybody need pullies? cough www.rogueengineering.com cough.



Anybody need an exhaust cough www.rogueengineering.com cough



On time shipping, tech support.....www.roguengineering.com



-Richard

[m3f_AMPowerJ_e8f979e5cd]

Thanks for the vote of support Richard. I thought my questions were very legitamate, but Rob's response really concerns me. I am beginning to believe that UUC does not have a solution to their growing problem of being able to deliver. They have GREAT products but a company with the best products in the world without a robust and repeatable delivery mechanism will never succeed. It is a shame to see this happening to UUC. The fact that thousands of other companies have figured out how to work with manufactures and ship on time, etc. proves that this can be done. I believe that UUC is a victim of their own success (out growing their capacity).



I am going to see how this all plays out before I do something rash. The key may be to just deal with the vendors that manage to acquire UUC parts. I am sure this is very frustrating for them as well.