Hey all,

Anybody who is thinking of ordering parts from Dennis Kirk...do it! I have just received an email from them addressing a problem with some pipes I bought from them recently and it blew me away. It was from there eBay site DK-Trader. What they do is auction off their overstocks and end of line stuff for some extremely good prices.

The item in question is a set of slip ons that list in thier catlogue for 334 bucks, I paid 40 for them. I'm going to copy my letter to them and their response to me below


-----Original Message-----
From: Paul

Sent: Friday, March 17, 2006 8:55 PM
To: Dk-trader
Subject: Hard Krome 3.5" slip on 91-98 Dyna



Hi.

I just wanted to write you and let you know how disappointed I am in a pair
of Hard Krome Slip on mufflers that I recently purchased from you. Hard
Krome's part number is, 84-4030 .I bought them from you thinking that I got
a fantastic deal on a great set of pipes from a great parts retailer. The
models listed for the part in your ad match my bike a, '93 HD FXDL. The part
number found on Hard Krome's website matched both the number you stated and
the fitment of the part. Great! Scored a fantastic deal! Imagine my surprise
when I opened the SEALED box and found there were no instructions included.
No problem, not really needed anyway, not an overly difficult procedure to
figure out. I checked Hard Krome's website and found instructions there so,
no problem at all. Upon reading the instructions. I realised that the
supposedly included exhaust brackets were not in the box. OK, I can get some
of my own. Again no problem. Now comes the install, or should I say the
attempted install.

I removed the existing system all set to install the new slip ons. All
shortcomings had been overcome, or so I thought. The mufflers fit so loosely
onto the head pipes that there is NO WAY I would be able to tighten the
clamps enough to take up the slack and achieve a tight fit. I realise I only
paid a fraction of the price of a 'new' pair but, come on. I feel I have
been burnt here. The ad you ran on eBay stated factory sealed box. If this
is the quality that is typical of HardKrome pipes I would imagine this is
likely not the first, or last, complaint you will be receiving. I have tried
to contact Hard Krome about this but have been unable to contact anyone
there about this on several attempts at calling their Customer Service. I
think they fully realise that these pipes are garbage. I shouldn't really
say that. I guess I do have a quality pair of shiny doorstops now.

I realise I'm likely barking up the wrong tree here and I guess I should
have test fitted them to be sure they fit but, I was under the impression
that you only dealt with QUALITY manufacturers and didn't have a worry. I
cannot understand why HardKrome would produce such a poor quality piece. The
mufflers look great. Unfortunately looking great doesn't fit the bill. The
part has to actually fit what it is intended to fit. I know that in this
case all sales are final and thankfully I DIDN'T pay full price for these
mufflers, I mean doorstops.


Paul

London Ontario
Canada

Their response:


----- Original Message -----

From: "Dk-trader"
To: "Paul "
Sent: Monday, March 20, 2006 5:56 PM
Subject: RE: Hard Krome 3.5" slip on 91-98 Dyna


Hi Paul,

I apologize for this. I'm going to send you another at our expense (you may keep the other). Don't worry, I'll check the inlet dia before sending.

Thanks,
Marya


Holy crap!! Talk about doing way more than was needed. This was an "all sales final" deal. These guys have all of my business from now on!! I can't say enough about them!!

 

Some folks are just honest and want to treat every one like they were their best and only customer.

You did good, Grasshopper.

 

I had a problem with a Tourmaster Rainsuit. After using the rainsuit four or five times I noticed an abrasion on the pants. Tourmaster would not answer my emails and they do not list a phone number. I sent the rain pants back to Dennis Kirk and I received a new pair in about a week.

I would not buy another Tourmaster product but I would highly recommend Dennis Kirk. They are great!

 

i have been buying from dennis kirk for a long time they sell great stuff and is a good price.

 

You don't here stuff like that everyday

 

I had a similiar interaction with the Fathead company. The Fatheads are life size cutouts of NFL players you stick to your walls in the house. Not sure if anyone has seen these (fathead.com I think is their site) Anyway, my son loves the Dallas Cowboys just like his old man so I decided to check them out as a Christmas gift. Upon checking their website out I saw the prices, something like $160.00 each. At the time they were having a holiday sale, buy one get one free, that I would do. So I ordered two and received them within a week, great transaction. My son and I put them up Christmas morning and he loved them. Not an easy task when you are hanging 6' tall self adhesive posters. The instructions even state use extreme care when mounting as the adhesive will stick to it self and become a huge tape ball. About 2 weeks after the install, in the middle of the night, one Fathead fell off the wall and become a huge, unfixable mess. I emailed them with my issue and low and behold they sent two brand new ones no charge and informed me that if I mount them on a wall that is on the exterior of the house the cold weather may cause them to loose adhesion. So I switched walls and have not had a problem since.

That is great customer service.

 

I have done a lot of business with Dennis Kirk and I agree that their customer service is tops!

 

This kinda stuff is always good to hear. Both for us, and the vendors. Something to point at if someone does have an issue. Hundreds of guys read these forums. The vendors know that.

 

Similar problem with a product bought on Ebay. Went back to the supplier and made my point, although brief. Turns out supplier was out of the country with a warehouse in the US. This I thought was going to be a $cew job at the cost was several hundred $. Response was immediate to return for full refund no problem. Refund was made within 24 hours of receipt. Bottom line there are still honest people out there in the world. All I say is have faith (but alway verify when you can)

 

It's a shame that when somebody does something like this for you, that it seems miraculous. It seems to be the norm now to [i]talk[i] a lot about customer service but to actually experience anything more than lip service is rare. It is nice to see a big company like Dennis Kirk do more than talk about it. They have definitely become my number one choice for aftermarket bits and pieces without a doubt!