My bad experience with NGM House of Power

[Aces and 8s]

Normally I am not one to complain and I am rather patient, however what I experienced should be expressed and noted.

I wanted the NGM lowering springs for my Veloste, I ended up buying them directly through NGM House of Power rather then from one of the vendors here that sells them.

This purchase was made through the NGM website on Monday Nov. 5, 2012. I quickly got a confirmation email for my order, but that is where ANY communication ends.

Now, working for a high volume shipping company myself, we try to get all orders shipped within 1-2 business days, and that is typically the norm for most companies. While on the NGM web site I didn't find any information on their shipping policies, nor were they included on the confirmation email. Two business days went buy and I had not heard from NGM. So I email them and ask for an order update. No reply. I emailed again the next day. No reply. A third email was sent AND cc'd to their alternate email and still, NO REPLY. I tried calling a few times, and it always went straight to voice mail, so I left a voice mail one time. Never received a call back.

All in all, Wednesday I emailed and called, Thursday I emailed, and Friday I emailed.

My order did finally ship on Monday Nov. 12, 2012. So 7 days or 5 business days after placing the order, it finally shipped. This would have been all fine and well if they would have simply emailed me back or called and update me on the order.

The service, or lack there of received from NGM was unprofessional. I don't think my expectations of when the order should ship were out of line.

I personally will never buy from them again, and I would urge others not to buy from them directly either. There is no excuse for not staying in touch with your customers. If something bad had happened, at the very least they should have emailed me back and explained the issues. Even to this day, 2 weeks after the order was placed and 3 emails were sent, STILL no reply.

Just a heads up.

[Bdiggy]

While the lack of communication was poor for you, I wouldn't say not to order from NGM. The springs are quality, as is the SRI, and I wouldn't trade them out for the price, compared to the competition. With my Elantra, I dealt with a couple different companies that were the same way with communication, and waited as long as 4 months for a grill because it had to be made and sent from Korea. Would it have been nice to be more well informed on what was happening? Of course, but I learned that our KDM cars are a lot more complicated then JDM ones, where you can get most anything at an Autozone instead......Personally, a week is nothing, and you may have to learn that if you're going to mod your V, your going to have to work on being a lot more patient. Some of these vendors and fabricators are a lot smaller then you might think, and don't necessarily have the large staff to handle emails and calls the moment they come in. Just my opinion.

[Aces and 8s]

Like I said, I'm not saying don't buy their products, I just wouldn't buy from them directly anymore.

I can understand that companies may be small, or parts need to be fabricated, etc etc. But when there is no information on their web site about when to expect shipment, and they can't even take the time to reply to any of the emails, that just rude. The customer shouldn't be in the dark and left guessing, they should be informed.

It's not like they replied in 2 or 3 days, they didn't reply at all or answer/return phone calls.

When you have money taken from your account by no communication from the seller, it leads you to believe you've been taken. So that's how I felt until my order was shipped a week later.

[x_Diesel_x]

So their products seem to be high 8s to 9s and maybe 10s. Customer service and after sale support a 3?


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[Bdiggy]

Yeah.....i'll take the high ratings and poor customer service vs. the opposing, but maybe it's just me. Again though, the aftermarket support as far as customer service has been concerned in the KDm world for me over the last 9 years has been way less then satisfactory. If I had let this kind of thing get to me with modding my Elantra, I would never have modded it past the first mod. I've expected it with the V, lol.

[only1db]

^hahah like when we had to order parts directly from Korea and it would take 6 months to get here?? haha I'm obviously with bdiggy on this one...i have been around for well over a decade. Is it right? not really, but its how it is.

in all actuality NGM is LITERALLY one guy...as far as the order goes...that is not that bad at all in comparison to what people used to have to wait.

[RPW00Mirage]

i wouldnt put up with it. being in the service industry, not replying to an email or phone call within 24 hours can be the difference between getting paid and not getting paid.

what if the OP had purchased a coilover kit and one was leaking? would you all saying "deal with it" be singing a different tune then? the cost difference is significant here.

and there are no real differences between KDM coilovers and JDM coilovers, besides the company and/or manufacturer. a strut is a strut and a shock is a shock no matter what language and what car it goes on.

seen the same thing on some other sites, OP, about NGM having communications issues when i was researching lowering springs for my V.


i had to get a set of new cartridges for my racing logic ultra-complex coilovers there was only one company in the US that could get them for me. they had horrible communication as well and they were in texas! i had a friend on another forum pay them a visit to see what was up. in the end i got my cartridges after nearly 2 months with no emails, or phonecalls after my initial order (besides the visit) and they refunded me $25 cost per cartridge for my troubles.

[Mike@ImportShark]

At the end of the day, the product was on your doorstep within the timeframe shown on their website. You really don't have to contact multiple times since the product was in stock. I know NGM is extremely busy working on the Genesis Coupe supercharger and twin turbo setup, so they can take some time to get back to people. If their orders were showing up late, then that would be a problem--but obviously that's not the case because they're always right on time. Give them a break. NGM is one of the only companies actually making parts for the Veloster, so don't scare them off please. It's not a huge market by any stretch of the imagination and most manufacturers are ignoring it altogether.

[RPW00Mirage]

The OP has not stated that the product arrived, yet.

[Aces and 8s]

No, I did. I'm not upset about the delivery time. That's fine. I don't appreciate being left in the dark though. Like I had said, I could not find any information on their website about shipping times. Perhaps I missed it. I just find it rude that my inquires were ignored and not answered at all. Being in the service field myself, this is unacceptable.

[ghostndragon]

2-3 day shipping? That seems a pretty high expectation. I have to admit that I don't have experience purchasing car components online, but my experience regarding shipping from major companies is that 2-3 day out the door is not the norm, and often requires an expedited processing fee. 5-7 business days is more the norm, with 10 days not being out of line, even if something is in stock. In addition, in my experience, if something is already in the process of being rectified, it's more irritating to an impatient customer to get a robo-response saying "your business is valuable to us" than to get nothing at all.

Quite frankly, the first email at 2 days followed by an email a day is rude. If you placed an order with an expectation that shipping would happen in 2 days and then later read the website to find no such promise, you did your shopping in the wrong order. If you thought YOUR experience was bad, THEIRS was probably twice as bad because they probably had to debate between sending you an asskissing email or saying nothing at all, because the email they WANTED to send you would have been even worse for business.

[RPW00Mirage]

That's the kind of line we get from Apple. You buy next day shipping on your MAC and they build it within 2 weeks. :lol:

[Aces and 8s]

Ha, well I guess its quite clear my expectations of service are not on par with most. That's ok. You're all free to establish in your minds what is acceptable and what is not. Its clear to me the priorities of NGM is mot customer service and it would appear that to those who have posted they could care less about a personal touch either. That may be fine for some here, but not for me, nor will I be swayed to think otherwise. I'm a supervisor for a small family run ecommerce business, we ship 1500+ orders a day and with only 3 guys picking and packing the orders. Everything leaves our warehouse within 1-2 business days otherwise we are on The phone and alerting the customer. Customer service keeps you in business. A lack there of does not. Of NGM is just one guy, that's fine. My order number was in the 300's so obviously he's not too stacked with orders. A simple reply to my email saying "hey , we will have your order shipped within this time frame" would have sufficed. But I didn't even get that. So that left me wondering whats going on and wondering if I had just pissed money away, or if my product would ship. In my many years of online ordering, this has never happened.

[Bdiggy]

With that in mind, my advise to you is to not mod your Hyundai, or switch to another brand where every Tom, Dick and Harry has the parts in stock you're looking for. Hell, you see the wait guys have had just waiting for their car to hit port, nevermind the delivery of aftermarket accessories.

[Aces and 8s]

LOL!

'We expect crappy service, and now so should you. Or, don't mod your car. Your choice.'

That's what I gathered from that. Fair enough. For you, not for me.

[Variable]

You should have Had Stocks Rewound. You would have been in and out in less than 2 hours. 1.6 on all Corners.

[Bdiggy]

You need to get over yourself and face the facts. Go ahead and order from another company. If your happier with a quick response and an up to 6 month wait for the part....kudos to you.

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[Aces and 8s]

What facts? LOL!

Dude, if you're cool with a lack of service, then great. I myself, am not.

This isn't my first rodeo of car modification, NEVER have I received the service (erhm, lack there of) from anywhere that I have ordered from before ordering from NGM. It appears this is the norm in the KDM scene. So long as you allow it to be the norm, it will continue to be the norm. Having the "it is what it is" attitude will not get this segmant very far. I feel like I am beating a dead horse here, if you're cool with it, then fine, more power to you.

Maybe many share your feelings, but for those that don't and who feel the way I do about customer service, let this be their warning.

[Bdiggy]

I fail to see the lack of service, that's all. It only took a week to ship.......and like posted here, some of us have waited multiple weeks to months for the same. You'll see eventually. Go ahead and order your next piece.....
You can't compare your business (with how many employees and with what type of product line?) to a 1 man show. The only thing I order on the regular that ships in 2 days are K cups.
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[Aces and 8s]

:facepalm:

I've now said numerous times I'm not upset about the shipping. My concern is their lack if service, AKA the blatant ignoring of my call and emails. That's all.

Damn, you're remedial.