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Old 08-20-2014, 08:54 AM   #1
robin325ci
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Join Date: Feb 2006
Location: Manila, Philippines
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My Ride: Helrot 325Ci
ECS Tuning - waste of time, treats everyone like a criminal

After spending several hours compiling all the parts I need for my manual swap project, I finally pulled the trigger. I decided to purchase from ECS Tuning because they seemed to have everything I need. New clutch, flywheel, shifter bushings, rear main seal etc. Total came to about $1,500.

So I entered all my into. Billing address here in the Philippines, and for shipping I chose the address of my freight forwarder in California. Shortly after placing the order, I got an email saying that they could only ship to my billing address in order to prevent fraud. Why then do they even have an option to select a different shipping address? I told them it is not an option, since shipping was quoted at $250 plus I would have to pay a whole lot more in customs duties and taxes once it lands here. With my freight forwarder, shipping for everything to Manila would have been $50 delivered to my doorstep.

They gave me an option of paying thru wire transfer. No way I am doing that because 1. It is a waste of my time and 2. I have no way of filing a claim in case something goes wrong with my order. They gave me the option of using Paypal but it was the same thing - their system would only allow me to choose my billing address as the shipping address.

They then cancelled my order. Great. I spoke to a couple of my local friends who have ordered stuff from ECS Tuning in the past and they said that orders below $500 would be allowed to shipped to a different address. Okay great, I decided to order $276 worth of parts first (E60 545i shifter, ZHP shift knob, shifter bushings) and true enough, order went through. I then placed an order amounting to $358 (Sachs clutch, pilot bearing, clutch tool) and it also went through. In fact order #2's status was "picking" when I decided to order a third batch of parts. This time the flywheel and the rear main seal, amounting to $650. This is when the $hit hit the fan. I got an email saying they require this order to be shipped to my billing address. I then asked why, and told them that I have two pending orders about to be shipped.

I know they are only being cautious because of online fraud, but I offered to send them a copy of the credit card, my valid IDs, a copy of the card's billing statement, and I even offered to provide them with the transaction approval code (something that I would have to call the bank for, therefore it is something that cannot be provided by a hacker or a fraudulent buyer). Instead they cancelled my orders outright. Again, WHY DO THEY EVEN ALLOW YOU TO ENTER A DIFFERENT SHIPPING ADDRESS????

I have ordered several thousand dollars worth of stuff from Amazon, Tire Rack, Rally Sport Direct, FT86speedfactory.com, Radiumauto, Tischer, Summit, California Mustangs, Rick's Camaros and a whole lot more. I never encountered any problems.

So to all of you thinking of buying from them, be prepared to be treated like a Nigerian scammer. Had I known that this is how they treat customers, I wouldn't have bothered. Wasted several hours for nothing.
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Old 08-20-2014, 10:35 AM   #2
ECSTuning
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Robin,
Sorry our fraud protection policy is causing you grief, it's nothing personal. In this day and age online fraud is a massive problem, we work diligently to keep customers and card holders safe from it, sadly at times it does cause complications for new customers from time to time. You have a PM coming from me, if you'd like I can put you with my senior customer service agent who'll happily try to assist you.

Once again sorry about the issues these policies are causing you.

-James
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Old 08-20-2014, 11:09 AM   #3
robin325ci
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Quote:
Originally Posted by ECSTuning View Post
Robin,
Sorry our fraud protection policy is causing you grief, it's nothing personal. In this day and age online fraud is a massive problem, we work diligently to keep customers and card holders safe from it, sadly at times it does cause complications for new customers from time to time. You have a PM coming from me, if you'd like I can put you with my senior customer service agent who'll happily try to assist you.

Once again sorry about the issues these policies are causing you.

-James

I understand the concern for fraud protection, however, why allow us to enter a different shipping address in the first place when it will not be approved anyway? If fraud protection was a top priority, then you would't even provide the option to ship to a different address. Why the double standard?

Anyway I have replied to your PM. Looking forward to hearing from you.
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Old 08-26-2014, 08:54 AM   #4
ECSTuning
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I just heard you and Chris (one of our senior customer service reps) came to a resolution, thanks for working with us. Please feel free to shoot me a PM if you ever need anything in the future.

-James
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Last edited by ECSTuning; 08-26-2014 at 08:54 AM.
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Old 08-28-2014, 12:11 AM   #5
robin325ci
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Originally Posted by ECSTuning View Post
I just heard you and Chris (one of our senior customer service reps) came to a resolution, thanks for working with us. Please feel free to shoot me a PM if you ever need anything in the future.

-James
Well not really, Chris reiterated that I first have to order and have it shipped to my billing address. No way around that.

I ended up ordering from Tisher. Jason@Tischer emailed me to ask for proof of ownership of the credit card and I happily obliged. They ended up with a $678 sale that could've been yours.

I hope you guys can review your shipping policy. If Amazon allows the use of alternate shipping addresses, why couldn't you do too?

Anyway no hard feelings here. I was able to buy the clutch and flywheel from Amazon. $178 for a Luk clutch kit, $389 for a Luk DMF flywheel plus $50 tax. Both shipped and sold by Amazon. Ended up saving close to $300 compared to getting it from your site :) Cheers.
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