unhappy with Air Ride customer service

[camcojb]

Here is Bret's reply:

Originally Posted by bret

The customer placed an order for a compressor kit with PTS on December 21.

PTS did not place an order for a compressor kit with RideTech until January 13.

PTS has not paid for this order. Although we are out of compressors at this particular moment in time, we could have, and still can ship the remainder of the order at any time. Since PTS has not paid for any of the order, we have not shipped any of the order.

RideTech has now terminated the PTS RideTech dealership and cancelled his remaining orders because PTS has taken customers money for RideTech products and not placed the order with us.

We have no capacity to recover the customer’s money from PTS. Only the customer can recover a refund from PTS.

Although all PTS orders have been cancelled, we will honor the original PTS order date of January 13 for this customer to put his order at the head of the line for compressors when they arrive. [Darren has a compressor set back for this customer now]

Another magnifying problem is that the customer cannot identify exactly what he ordered from PTS. Standard compressor kit? AirPod? 5 gallon AirPod? Because of that we cannot identify which PTS order might be his, nor do we know exactly what to send him.

We cannot ship product until it is paid for.

This customer has been in contact with Danny at RideTech, again through this forum, and then Darren at RideTech. This has not expedited the situation, it has hindered it. Now we have [at least] 3 people spending time trying to accomplish the same thing. More is not better.

At this point I am at a standstill until the customer offers a credit card to pay for the system. I can only assume that this will not happen until and unless he gets a refund from PTS for the money he sent to them previously.