Customer Service

Why is it that so many companies in this industry have the absolute WORST customer service? Right now I have two $700+ exhaust systems trashed, not completely by any means I just need parts to make both of them good as new. Problem is getting those parts has turned into a month long process from hell, and I don't even know if I'm getting them! For one exhaust system, manufacturer A we'll say, I have a perfect full system, no dings in the header or muffler but the mid-pipe is absolutely waffled (it was given to me this way). So all I need is a mid-pipe and that exhaust system will be just like new(with literally 5hrs time on it before the guy wadded it up).

My other one I ran all last season with, manufacturer Bs top of the line exhaust system retailing nearly $800. The headpipe where it meets the header wore down to an uneven surface, allowing for a bad leak when the motor is revved up the slightest bit. I feel this is a manufacturers defect and should be warrantied(and it might be if I ever hear back from the guy). On the other end of the system the end cap has a 99db insert that started rattling like crazy, although the set screw was tight. I tried taking the set screw out but it was seized to the insert so I ended up drilling it out and damaging both pieces not to bad but I would rather just replace them both so it looks good.

I have spoken with the warranty guy at Manufacturer A probably 10 times and each time he gives me some reason why he hasn't gotten something for me. I will pay! I am not being mean to them or anything, and I am not asking for handouts I just want to make this exhaust system usable.

Manufacturer B is a slightly different deal, since I'm "sponsored" by them I have to deal with the rider support guy, which to me should make things easier. Well this guy is impossible to get a hold of and doesn't return phone calls. I have gotten a hold of him twice, the first time was great he made it sound like he would have me my parts pronto. And was supposed to call me back with a total and when they would be ordered. Well he never called, so I gave him a couple days and called back several times with no answer, left messages, nothing. Eventually I got through to him and he said , didn't we order those? I am pretty sure they are ordered let me call into the office and see what the deal is.. First off, shouldn't he know what the deal is? Second I haven't heard back from him and can't get him to answer his phone. I am giving him the benefit of doubt because this is a big two weeks in texas and he very well could be there dealing with those guys and I am fine with that, I just feel like I am getting the run around.

I have left the Manufacturer's names out of this for now, I always give the benefit of doubt thinking maybe something really did come up.(Why does it always come up with me though?!?) And when I feel for sure these guys are just pushing me under the rug I will call them out.

All I know is that when I have a problem with a product from Wal-Mart, Best Buy etc.. I usually have a functional product back to me in hours.... days max. Even with BMX parts, or Car parts at least in my experience. Why is this industry soooo bad when it comes to Customer Service? Or am I on some list somewhere that says to give me the run around for months?