Anyone have problems with RHDJapan?

[GodziRRa]

Sad to hear about this incident. But they have been my JDM suppliers for about 3 years. I also suggest that you can try calling them directly via phone to properly clear up what is happening. Because emails can sometimes be also a "snail mail" since these guys receive tons of mails everyday. You can talk directly to Pat, Russ, Tak, etc. They will be willing to accept your calls. I remember before I have a problem w/ my item from Bidjdm w/c is also managed by them, I just send the item back to them and got myself a new one.

I just Hope you got you guys can fix this problem soon.

[M13]

nope, they are beyond hope.


Paypal has stepped in, it's being "processed"


In the meanwhile, I had to ship the cam back to them. Horay another 80 bux wasted.

So, so far, I've paid:

100 bux for it to be shipped to my house
20 bux for brokerage fees from DHL
80 bux to ship it back.


Plus time wasted, frustration, etc. and I don't even have my original cam I ordered.


I don't care how smooth others' transactions went, mine's been abso-*******-lutely terrible and I do not want others to even have the potential of experiencing what I did. Those guys need to take a course or two on business ethics and customer service. All emails have been ignored prior to me opening my paypal dispute and I am saddened to see they just gave up on their customer.


On a plus side, Adam@Feast has been amazing! He has been thorough and even sent me a picture of the cam before he shipped it off so I can be fully assured I won't have to see another RB25 cam again.

[support@feastauto]

Thanks again Mike for the order and glad I could sort you out quickly. I even faxed HKS a second time just to confirm about the number being for IN. Personal master catalog said it was, but online catalog said neither.

Anyhow, hope you get this finalized and your coin back. Buggers!

[rhdjapan]

Hello, this is Patrick from RHDJapan and this thread has been brought to my attention by another one of our customers. If there is any thread that concerns us we are more than willing to put our side of the story up. Judgement and can then be better analyzed for more informed comments by the community.

In this case the item ordered and the part number requested was provided by the customer. The part number requested was 'RN172', this is only half of the full part number however there is only one possible cam that has this available as the part number.

The cam that was provided was 2202-RN172.

The customer called and I told him that we would provide him with a replacement if he sends the cam back to us. As the problem was not our fault we could not absorb shipping costs back to us. The customer did not want to hear this and opened a paypal dispute which was then opened to a claim.

If we are to make a mistake in processing or shipping an order we always make it right but we cannot absorb the mistakes made by customers.

We are not here to rip people off and would recommend for any third parties to ask for both sides of the story before calling us names and making judgement upon RHDJapan.

[Shadao]

Hello, this is Patrick from RHDJapan and this thread has been brought to my attention by another one of our customers. If there is any thread that concerns us we are more than willing to put our side of the story up. Judgement and can then be better analyzed for more informed comments by the community.

In this case the item ordered and the part number requested was provided by the customer. The part number requested was 'RN172', this is only half of the full part number however there is only one possible cam that has this available as the part number.

The cam that was provided was 2202-RN172.

The customer called and I told him that we would provide him with a replacement if he sends the cam back to us. As the problem was not our fault we could not absorb shipping costs back to us. The customer did not want to hear this and opened a paypal dispute which was then opened to a claim.

If we are to make a mistake in processing or shipping an order we always make it right but we cannot absorb the mistakes made by customers.

We are not here to rip people off and would recommend for any third parties to ask for both sides of the story before calling us names and making judgement upon RHDJapan.

I was being reasonable to their mistake, but what angers me is their lack of accountability.

Every other email response about the ***k up was same fuckingg the dog style as different people followed up every time!

Also told me I ordered the wrong part in the first place until I quoted them my own email to them fro 3 weeks ago that had the part number (of what I ordered) letter for letter IN BOLD.

They are a bit more expensive than most and I thought they'd get **** done properly and promptly. Sadly, this was not what meeting what they seem to make people believe. No updates via email regarding shipping until I asked for one after 2 weeks of waiting, not owning up their own mistake and blaming their own customer as a coup de gras.

Bra-FCUKING-vo.

fluke or not, I emailed specifically that I'd need a non NVCS intake cam and named out part number.. XXXXX 174 the day of ordering to CONFIRM.

I received XXXXX 172 which is for NVCS and I cannot bolt my cam gear on to it. I asked for a solution and so far they've been just playing the blame game by having 3 different individuals reply to me separately, asking the same questions over and over.

I have everything documented and asked for a full refund or quick exchange to the product. It has been 3 business days and no reply since my last request.

well as you can see here from his two posts that he claims to have ordered the one ending with 174, not 172... and that he has the email to back this up...

if his emails show this 174 number then how is this his fault?

do you still have his original email? does his and yours match up? date and time etc...

it appears that the problem has been resolved and the cam has been sent back now and hes awaiting a refund or something... but finding out what went wrong where is important.... it could be something as small as a clerical error on either end, and in the end i hope we can all be friends and have great cars

[M13]

I'm really glad Patrick@ RHDJapan jumped into this thread. I hate showing the general public one-sided stories. I hope we can show both sides of the story to the audience.

Now that both players are in on this, let's show our cards and raise the bets.

Here is my email cache. I'll font and colour code it for easier viewing. Please bear with me.

RHDJapan

Me

Beginning of email cache:
-----------------------------

The first email I get from RHDJAPAN:

Item Sku Qty Subtotal
HKS Camshaft Nissan RB20DET RB25DET 9796 1





My original email request:

Hello.


In case I forgot to mention what cam I need.

Side: Intake
Duration: 256 degrees
Cam Lift (mm): 8.8
Valve Timing : 115 degrees

Part Num: 2202-RN174 (HCR32)

This will be for an RB20DET. w/ 4 bolts for cam gear.


thanks




I don't hear anything back, no confirmation on this, no shipping updates, so I request an update 5 days later:





Hello,


I was just wondering about the shipping status on this item:

Order #10000***7


Is there a tracking number I can get for this?


thanks!



The first reply was an automated response letting me know about national holiday. Fair enough, I wasn't in THAT much of a hurry. I figured the holiday would be over after January 2nd, 2011.


However, another 10 days pass, no reply, no updates, no follow up.

Hello,

I'm still waiting for an update on this order.


thank you



I get a response, somewhat quickly w/ a tracking number:


Hello Mike,

Thank you for contacting RHDJapan!
Your order has already been shipped out. A notification mail should have been sent out to you.
If not here is the tracking information
DHL Tracking Number: 2577207533


Please let us know if there is anything else we can do for you.



So he tells me it's already been shipped out as in it was shipped a while ago and they didn't update me w/ the tracking number. However, I check the tracking number on DHL:

The first thing I see:

Wednesday, January 12, 2011 Location Time
4 Departed Facility in TOKYO - JAPAN TOKYO - JAPAN 21:08

3 Processed at TOKYO - JAPAN TOKYO - JAPAN 20:13

2 Arrived at Sort Facility TOKYO - JAPAN TOKYO - JAPAN 19:09

1 Shipment picked up TOKYO - JAPAN 11:22


So it seemed to me that they shipped off the cam only when I asked for an update. Had there been a delay from the supplier, they should have sent me an email to update me on this fact. So I was a little annoyed, but w/e the cam was on its way and I felt better.

DHL actually did an awesome job at delivering the product quickly. It was at my house:

Friday, January 14, 2011 Location Time
23 Delivered - Signed for by : ***** ABBOTSFORD, BC - CANADA 13:13

22 With delivery courier ABBOTSFORD, BC - CANADA 11:31

21 Arrived at Delivery Facility in ABBOTSFORD - CANADA ABBOTSFORD, BC - CANADA 09:40


So here I was, starting to forget the bad taste in my mouth from mediocre customer service because I received the item fairly quickly once I asked for an update.

This aftertaste however, returned even stronger the moment I opened the box to see my late cam. I found that I had received a RB25 CAM w/ ONE bolt for cam gear. Scroll up and see what I originally asked for if you had forgotten already.

So, I closed the box, calmed down a bit before sitting in front of the keyboard. After a few minutes, I responded to RHDJapan via email:


Hello,


I just received the cam, but it IS NOT what I ordered.


I recieved:

RB25DET intake cam w/ NVCS.


I specifically asked for RB20DET intake cam (with 4 bolts for cam gear, specifically)

Please get back to me ASAP, I am not happy with what's happened so far.


I sat back abit, then thought... hmm maybe that was too nice for how much this screws up my plans. I replied back w/ an after thought while trying to act some-what civilized. I also took pictures of the RB25 cam to show that I wasn't just making up a BS claim.

Here is a record of what I CLEARLY stated when I made the order 3 weeks ago:

The cam I received today was 2202 RN 172 (for RB25 with NVCS), it is not 2202 RN174 (HCR32)

Get back to me on how you will rectify this situation (the wrong product, refund, shipping fees, brokerage/duty fees) by your next business day or I will be taking this to paypal. I have lost 2 weeks (ignoring one holiday week) waiting for this item, and am not looking forward to waiting another 3-4 whether I get the proper one from you or somewhere else.

Attached are the pictures of the wrong item that arrived today.




A day later I get a reply that I did not quite expect from such "reputable" company.

In your order you have originally confirmed the following:



RN172 Spec:
Side: Intake
Duration: 256 degrees
Cam Lift (mm): 8.8
Valve Timing : 115 degrees

RN172 is the part number, correct? This is what you have requested.


Best Regards,


Patrick Antell




So I reply:

Yes but I also stated that it is for RB20 and the part number.

The part number on the item is not what I ordered and it is for RB25 (NVCS)

Thanks.

Also replied with the following after further examination Patrick's reply.

You did not quote my entire inquiry after the order:



sent on December 25, 2010:

Hello.


In case I forgot to mention what cam I need.


I need:

RN172 Spec:
Side: Intake
Duration: 256 degrees
Cam Lift (mm): 8.8
Valve Timing : 115 degrees

Part Num: 2202-RN174 (HCR32)

This will be for an RB20DET. w/ 4 bolts for cam gear.


thanks



Then I get this interesting reply, which I found was VERY contradicting.

*****-san,

Thank you for contacting the RHDJapan team. Your order was processed with the part number because in the checkout section of the site the information you have added was as follows:

RB20DET RN172 Spec: Side: Intake Duration: 256 degrees Cam Lift (mm): 8.8 Valve Timing : 115 degrees

This is the complete information and there is only one cam spec with the part number RN172.
However I do see that you have also sent a follow up e-mail with additional confirmation information.

Can you send the item back to us for us to send out a replacement?

Patrick Antell


Please note that RHDJapan is claiming I, the customer screwed up by "ordering RN172" but they tell me I ordered "RB20DET" cam. Wait a minute... I DID order an RB20DET cam! The cam in my box is RB25DET cam and the label even says RB25DET hahahah

---------------------

end of email cache.

So you tell me if I was being fair or being obnoxious. I tried to keep my manners in check, didn't spaz out like a 5 yr-old calling names on email. I was very, very angry towards the end there, but tried to keep an open mind on the matter to see what this company would do.

DID I really order the RB25DET cam and it's my fault? RHDJapan says I ordered the "RB20DET" Cam, but I received an RB25DET cam and that's what I ordered! Confused? I sure was!

To summarize chronologically:

1. I ordered RN172 spec, NON NVCS RB20DET Cam which has the part number RN174. I even read it out word for word in my original email.

2. I receive part number RN172, which also says RB25DET w/ NVCS.

3. I asked why I received the wrong item.

4. RHDJapan tells me I ordered RB25DET cam.

5. RHDJapan then tells me I ordered RB20DET cam but I still screwed up therefore it's not their fault.

6. I opened the box again to see if I have RB20DET cam or if I magically picked up a heroin addition in my sleep.

7. I ask for a refund or replacement and shipping paid by RHDJapan.

8. RHDJapan tells me I should just ship it back and they'll change it, when there is clearly a mistake and lack of accountability and professionalism on their part.

9. I state my reasons and ask for a FULL refund and I'll ship the cam back.

10. No response from RHDJapan, I'm left in the cold and am forced to open a paypal dispute.

11. RHDJapan repeats the same excuse on paypal dispute.

12. I talked to a paypal rep and presented my case, rep recommends me to escalate the claim.

13. I escalate the claim and ship the cam back out of MY OWN POCKET. Keep in mind, by now I've lost about 180 dollars in shipping and brokerage fees, 3 weeks of downtime in my progress.



Mike

[rhdjapan]

The order information is not placed or provided by email but placed online and provided in the shopping cart note at checkout. Takeru, who processes orders also checks the Help Desk that can be located in the logged in area of your account online. We offer help here in French, English and Italian. There is a department called Post-Sales Support and Help Desk tickets are usually responded to in 24 hours. Any follow up information can be logged here to be sure that we receive it for our records. If this is not accessible for some reason, we are here and can be reached by phone. Amending orders after they are placed can be done no problem but to guarantee the information reaches the appropriate place the above two methods are the way to go.
Everything is being worked out now and please remember, if there is any problem or amendment after placing the online order, feel free to call or log a ticket in our Help Desk and we will take care of the issue asap.
http://www.flickr.com/photos/rhdjapa...1170/lightbox/

[M13]

I stated in the order form also that this was for RB20DET. I sent the email as a follow up to make sure it IS for the RB20DET because the part description was ambiguous and stated (as shown in your very OWN picture, as well as your site)

RB20DET/RB25DET

[M13]

Everything is being worked out now
http://www.flickr.com/photos/rhdjapa...1170/lightbox/

Pardon? You have not gotten back to me about dealing with this matter in over 2 weeks! Hence why the paypal dispute was started!

[DarkCaporaL]

To me this just sounds like someone read the emails a bit quickly and saw "RN172 spec" as the first line and just skimmed the rest thinking that was for the part number.

Heck I even had to reread twice because for a second there I though you did order a RN172 lol.

Hope everything works out.

[dah_hunter]

Wow.. RHDJapan is fail here..

If anyone is meticulous its Mike (M13)

I fault this kinda thing to Language Barrier/failer to understand Western English..

Paypal should sort this out.. (I wouldnt have been so nice as to ship the Cam Gear back)

I have had this happen on Ebay before.. and i got Paypal to refund me the money and i kept the part.

note to remote Sellers DONT SCREW WITH US.

that is all..

RHDjapan will never be refered to by me again.

[Snow]

Will not buy from RHDJapan. The string of emails presented here is confusing with M13's comments throughout, but I went through them on his phone and it's clear as day.

And any argument made here by RHDJapan is futile; the customer is always right.

Patrick, the nominal shipping and duty fees he is asking for is nothing compared to the sales you've lost as a result of this whole situation. Man up and save company image by making it right. This is what happens when people who have never really worked in customer service start their own company. Always remember there is another company out there that can sell the same product for the same price as you, and they'll almost always go that extra mile for new business.

[Paradis]

well i'm sorry to hear that M13 is having some difficulties, however I've never had an ounce of trouble in the string or parts and orders i've made. They've always been helpful and timely. I guess no one's perfect, but i've always given them glowing reviews.

[gtrjon]

Wow the audocity on rhds behalf. Why cant they just own up to their mistake. in the grand scheme of things 200 in shipping charges is nothing. In this situation if handled correctly with the right amount of professionalism and customer service they had a chance to make m13 a returning customer by showing him they are a great company in the face of adversity but instead they ****** up and i will never buy from them and i will spread the word.

[nelsonmxmarc]

I stated in the order form also that this was for RB20DET. I sent the email as a follow up to make sure it IS for the RB20DET because the part description was ambiguous and stated (as shown in your very OWN picture, as well as your site)

RB20DET/RB25DET

You said it right here. The mistake is clearly labeled in the item description at sale. You cant make an order so ambiguous as to state it's fitment for 2 completely different applications. YES exhaust is the same, but a package of two is a completely different story. The fact both were ordered for an RB20det, and the customer stated this through a follow up email to confirm, obviously points the blame in one direction.

And the fact mike has been dealing with this for some weeks now, if not a month, is beyond me. I can't imagine a company with such a reputation is badgering its customers based on a mistake they clearly made.