SBT drops the ball again

d0n · 09-04-2008, 05:18 PM

They sent me the wrong prop for my 98 GSXL. I got one for a 97.5 gsxl... totally different part number.

I contacted John in the warranty dept early last week. He said he had the one I needed and he'd send me the correct one. I'm thinking I should get it last week so I can put it on and use my ski for labor day weekend.

Roughly 10 days later and it still hasn't shown up.

I call SBT today and they say john is out until the 15th & they're shipping it out tomorrow. WTF???

I ask to have it overnighted and the girl says NO but she can connect me (aka-pass me off to) the warranty dept.

I ask the warranty dept if they can ship it overnight and get a NO... she's not authorized to do that.

Ok, so can I talk to someone who is authorized to send it to me overnight?

NO, he's not here.

WTF??? Where's the customer service??? It might cost them $10 extra bucks to send it overnight but they can't do that? I'm not the person that let the order sit there for 10 days before finally deciding to ship it out. It's not my mistake.

It is september in NY. We're lucky if there's 2 weeks left in the jetski season here.

If SBT is reading this... if you're not gonna send the prop overnight, don't send it. Feel free to cancel my account. I will not buy another thing from SBT ever.

SBT-MNGT · 09-04-2008, 06:07 PM

Unfortunately John had an accident and had several appointments with specialists before going into surgery today. From the paperwork we pulled it was the end of last week that the prop was ready, due to be shipped out Tuesday. In the confusion of the ongoing health issues, John was not able to ship it - we apologize. Since you should have received it by now, we sent it to you for tomorrow (although you might want to research at FedEx.com to figure exactly how "little" it costs...).

We are sorry you had the experience you did - the person you were working with was suddenly indisposed. Normally you would continue to work with John and this would have been resolved swiftly.

d0n · 09-04-2008, 06:21 PM

Thank you. I wish john a speedy recovery from his ailment. John and I had a great rapport. He is a nice guy.

Like I said on the phone, I'm sorry john had to leave and have surgery but I still need my prop.

It stinks that someone (me) has to blow up publically and look like a whine-a$$ just to get something done that should have been done in the first place.

SBT-MNGT · 09-04-2008, 06:31 PM

We were trying to have a manager from another department get involved when you hung up. We tried the number on file and could not get in touch with you. It obviously should not have come to this but we sincerely tried to get in touch with you. Can you PM a number you can be reached at?

d0n · 09-05-2008, 06:29 PM

It arrived today. Thank you.