Are they closed this week, I left Darren messages with no replies, his voicemail is also full.

 

no they are not closed this week, I was in the shop yesterday. Try Darren again in about 45 min, they are at lunch now.

 

I'll try back, they must be very busy. They usually return my emails. Thanks.

 

David,

Thanks for your PMs yesterday, and your calls today. Working on your request now. Thanks for your patience dooood.

Darrrren.

 

Daren ive PMd you at least 4 times already and you keep saying that you would let me know about the items I wanted. its been weeks now so I just went ahead and ordered most of the parts from other websites seperately. Im still interested in a few more if you are gonna hook me up.

 

Darren I guess you respond to threads, because you never answered my PMs nor gave me any status on my refund. Can I get that status now? Your customer service is slacking.

 

What're you buying NOW? Don't tell me it's another hood...

 

I was getting come Cf emblems from intense but they sent me one when i ordered two. So i asked for a refund over a week ago and they still havent refunded me.. What gives its not like im asking for alot.. Just customer service which is where you make your bread and butter... anywho...... After this Im done with Intense....

 

Sorry, my post was directed at David.

 

Marvin,

Yes, you have PM'd me a number of times. I have a personal philosophy about doing business, in which I'll personally take responsibility for things that go haywire, even if they're out of my control. Obviously, I am the only Intense employee that handles the posting, replies, etc of this board. It is therefore my responsibility and goal to ensure to the best of my ability that PM's are replied to, and that customers are happy. I've failed you in both of those respects, and I apologize. Being a humble, ever-learning human being, I can admit when the ball has been dropped in my court. Please accept my apologies. If you are still interested in ordering from Intense, let me know. Thanks.

Jason,

When you PM'd me, requesting the refund, instead of the shipment of the second set, it was after 6pm here (Tuesday). I had already left for the evening. The next day, 1/10, I personally refunded $30.00 ($20.00 for product, and $10.00 for shipping). It sometimes takes 2-3 business days for banks to process returns. 1/10 was Wednesday. Therefore, it is often the case that the bank won't return it to your account until Monday at midnight (Tuesday 12:01 AM). If you call your bank they should be able to verify that we indeed processed the return on 1/10.

We have done good business together for at least 1.5 years (our new software only goes back to 6/2005). Obviously, we appreciate your continued business and your support. I again apologize for the inconvenience of you only being shipped 1 of the 2 sets that you ordered. My shipping department overlooked that you ordered 2 sets. If you still feel that you are done with us, after reading this, and learning that we did indeed return the monies to you 3 days ago, then we would like to wish you the best.

Darren.

 

Hello,

In the above post, I stated that I personally take responsibility for things that go haywire, even when they’re out of my control. At this time, especially reflecting upon this thread, replies, etc, I feel that it’s time (possibly past due time..) to explain (not to take any blame away from me) why my customer service has been somewhat lackluster in the past few weeks. First, we were closed from Dec 22 – Jan 2. This closure was in part due to the holidays, but it was also necessary, as we are were, and still are, under major internal construction here. A lot of big things are happening here, and it unfortunately requires that access to phones, internet, etc are at times inconvenienced. It also requires that some of the office staff be involved, and therefore are taken away from day-to-day sales, customer service, administrative duties, to field the demands of the said construction. Much of the construction is done after hours, but it is inevitable that some must be conducted during regular business hours. Effectually, this increases the overall workload of all of us. Second, when we did re-open, we had over 200 online orders to input, call customers, charge, ship, etc. Third, we collectively had over 600 emails, 100 PMs, and full voicemail boxes. Last, even at January 2, some of the major wholesale distributor and manufacturers were still not back from vacation. That added to the complications with customers’ online orders. Again, I stand by what I stated in my last reply, and this reply: I take personal responsibility. Throughout all that’s happened, it’s still my fault. I should be working more than 10 hours/day. My being here on Saturday evening is evidence that I care about how our customer service is perceived… I hope.

Darren.

 

Some people say too little too late.. Anyways if you had simply put this out a few weeks ago, it could have cleared up alot of frustration on here.. this forum..
Believe it or not forum sales is a huge money maker... So if I were you I would tell Intense to have more than one person monitor these things and get a handle on time management to keep up with emails, orders, phone calls, back orders, manafacturer holidays, etc, etc.. Planning is the key and not to tell you how to do your job but im sure someone had a red light when december came around. The thought process about closing down, opening up, and possible orders stacking up should have ran through the managers mind... As I said before thanks for finally answering me and goodbye intense....... Oh and I vouched for Intense a few times, even after waiting 2 months for the eyelids you see in my pics.. So I guess now im eating my words....

 

Jason,

I'm sorry you feel this way. Things were and are well planned actually. I just barely nicked the surface of what's been going on here. I'm not going to go into great detail and elaborate on all of the intricacies, etc, although it seems that it's almost warranted now. As far as me being the sole Intense employee that handles this forum, I feel very confident when I say that I've been successful here, and will continue to do so. In any business there will be the occasional mistake. I never belittled your case, nor will I now. While constructional criticism is at times in order, I believe that our track record and overall reputation here, is sound. Thanks again for your business, and again, good luck!

Darren.

 

Darren trying to bully me into buying an Amuse R1 exhaust, right Darrrrrrren. Hehe, I think it's working.

 

Well said, Darren.

And I can vouch for that refund deal. I've had that problem a couple of times and it has always been the bank or credit card company that caused the delay...not the merchant. Turns out that's pretty normal.

Anyway, I just placed a small order with Intense and I have every confidence in Darren and Intense to conduct business as they always have...proffesionally and honestly...

 

The prob I have with them was communication, they never told me they sent the money. I Pmed him at least 5 or 6 time with no reply.. Nuff said.. Thread worked its magic..

 

well d00d he already told you he was sorry,, NO other vendor in this forum admits any fault the way Darren has and try to make things right, most likely by reading threads in this forum they would have acted quit differently. He explained it quit clearly about whats going on and all, the holidays and everything so this things happen, they still have the best customer service out here, but you gotta realize that things happen. They are trying to work things out with you to be sure you don't feel left out but come on man, i know you think you are special but nobody is going to kiss your *** the way you are asking. Not trying to take anything away from the delay that happened, but come on so much fuzz over CF emblems? pffff
He has apologized already explained everything to you and thats the end man. Stop making this thread your "holy grail to put intense down" now.
The refund was done actually VERY fast. Many places tell you 15 days or up to 30 days for refunds and blame it all on the bank...
I don't understand why you say to little too late when he apologized to you as soon as he could and instead of bltchin in a thread you should have checked your bank first to make sure the refund wasn't there.

DavidF:
GET THE AMUSE d00d.. that exhaust is amazing
10000000000 times better than HKS IMO

 

+1 on the above , Darren is a stand-up Vendor and he is trying to make it right

 

+200

Darren rocks!!!!

 

I want to apoligize to both Darren and Intense. I had no idea this thread would turn into a problem thread for Darren. My only thought was maybe they are on vacation possibly since PM. box's were full. I have recieved nothing but good service from him and hope to continue buying from them. The reason I started dealing with them is from word of mouth on this forum. I appreciate everything you've done for me.