Hey, Has any one done anything recently with GTM? If so, do you know if everything is ok over there?

I gave them a call with a question regarding there products and they told me to email the question, which i did. Then I called them to confirm they got the email and they said they did and to give them a couple of day to get back to me. After a week of not hearing back from them I sent another email and now its been almost two weeks and still no response.

Of course this is not the way to do business but does anyone know if something is going on over there that would account from something like this? I know Momentum and of course APS all have sites up but no body is home due to going out of business.

 

They are there. If you're not spending 10k plus though they don't have time for you.

 

haha.. i give up on this sport. I swear to God. haha.

 

Blfolson-

GTM, as you may be aware of, is a very busy shop. I've had my car worked on their twice and they are always packed full of cars. However, this isn't an excuse for lack of customer service but just remember they are very busy.

Sam, the main guy, is always on the phone with someone, or answering e-mails, dyno tuning a car, working on pricing etc etc. He has co-workers that can also answer questions but they are busy too. Even thugh I spent a couple grand at GTM, I think I was still considered small potatoes to them but even Sam would still answer my calls (sometimes I would be on hold for a few minutes, though but that's more than ok for me)

Give it some time. Don't check in on a weekly basis- perhaps every other week.

Furthermore, please mention your question here. GTM is a bigtime shop capable of doing great things so if you asked a completely noob question maybe they didn't want to answer.

 

just posting cause it's the thing to do

 

Thx for the feed back and info it helps me out a lot.

Seems like a big shop producing a lot of product and that good for any business these days. My question to them was on a product they mae but they are not sure they have it anymore and was going to look in to and get back to me. I currently have a single turbo im looking in to upgrades for. Z1 suggested GTM's TT as an upgrade but back when I was in school they taught us if you can't get the little things right your customer will not trust you with the big things....lol

Ill give them some additional time to get back to me and keep in mind Sam maybe overwhelmed, which is really a good things if it's keeping them going as a business. Under-staffing always means your going to loss some business which maybe why they are focused on larger customer and simply cant service smaller inquiries

Ok im getting to chatty

In the interim ill consider my options.

 

No prob but what was your question(s)?

Additional contacts are George and Pablo. There are more guy but I only dealth with these two guys and Sam.

 

I was looking at upgrading my single APS system before I go the TT route and my question to them was do they still have their upgrades for the APS system I can buy?

They explained they are not making them anymore but may have some left in the shop they could sell me. they said they would look and get back to me.

 

Yeah, simple question. It;s one of those things that I would let rest for about 3 weeks before checking at least by phone which can be annoying.

I can defintiely see why e-mail would be the better route.

 

They definitely can take a while to respond, considering Sam deals with the majority if not all of the customers and the shop is always busy up there. It helps if you PM, email and call.

 

No one is too big to be able to provide good customer service. The excuse if your not spending 10K or whatever is complete garbage and would take my money to a shop that can give each and everyone of you their attention. Remember without the customer the shop is nothing. I love how everyone knows what exactly is going on and chimes in with how busy they are and how its okay to ignore a question on a product the customer may have. Possibly ask the question here since GTM may be too big to answer yours...... wow...

 

I love how you missed the fact that the OP mentioned they had answered his message/call by saying they are looking for the material he is requesting.

His call was acknowledged and they are working on his request.

 

Great I can sleep better at night....

 

Sam took a week to get back to me during my HKS GT install... I had a bunch of problems but he was able to help me out with the stuff I asked.

 

Given your original mis-placed rant on customer service, I'm pretty sure you will.

 

I've met Sam on many occasions. Poor guy looks SOOOOO tired. He does work really hard.

 

Not misplaced rant it was directed at the many comments the users here gave. either way Ive also met Sam nothing in my rant stated he was not a good guy or didnt work hard.

 

Some of the comments are by people that have probably never used GTM and are only given over-cyncical info based on the fact that GTM is pricier than most tuning houses.

Their posts were mostly out of jest rather than an I-told-you-so nature.

 

I've used GTM many times and I stand by my statement. They do awesome quality work, etc, but if you don't have the cash to play and are looking at a big purchase, then you are lower on their priority list. Other shops on here function the same way too.

It's silly to think they can send out 100 quotes a day to people that are looking to cut corners like buying half a TT kit. Customer service died when the economy dropped out.

Either way this shouldn't turn into a bash GTM or any other shop for that matter thread and should be closed.

 

I see. Yeah, as a business, you definitely have to prioritize.

You can't treat everyone the same unfortunately. You WILL get your turn but it might be a little later.