My beef with EBR

[mowgoli84]

Last week I ordered a race ecm for an FMF apex exhaust for my 1125 through EBR's website. I've ordered a ton of stuff from them in the past few months with no issues.

So, the ecm shows up and upon taking it out of the package I immediately notice that its damaged. Unfortunately I wasn't home when the ups guy left it so thats not an option.
The box was fine, the ecm was wrapped up in plastic bubble wrap so I believe the damage did not occur during shipping. So I sent ebr an email with a few pics that I have included below. My email basically said that I had received the ecm, opened it to find it damaged, immedietly took pics and forwarded those pictures to ebr. I did NOT drop the ecm or damage it myself in any way.

This was their response.

"We do use bubble wrap bags for these ECM's and never have had one damaged in shipping before out of the thousands we ship.

Only time we’ve seen that happen is when an ECM gets dropped on the floor waist high, or better. Our shipping is done by our lead technician, and he wouldn't knowingly ship it like that."

So basically they're saying that I dropped it and that they have never had one damaged. BS in my opinion. I am a little disappointed. Yea, the ecm still works, but I paid 300+ bucks for it and I think it should have showed up in new condition. I wasn't looking for them to jump outta their way for me, but I thought they'd at least be more reasonable about it.

I replied to that email two days ago, and have yet to see a response.

I love my 1125 but the more I have to deal with shit like this the more I had a bitter taste in my mouth (this ecm issue not being the only one)

I'll be jumping the ship to ktm next spring.

Rant, off....

 

[JOEL9]

was the chipped off piece in with the ecm& packaging? if not it was shipped to you broken.

 

[snrusnak]

^^^ very good call. That makes it really easy to identify the issue.

 

[noone1569]

Why would a company knowingly ship you a damaged ECM? Especially a company founded on positive principals, good customer service, and integrity.

Not saying you're a liar at all, just saying that perhaps you should consider all possibilities before attempting to disgrace EBR.

I and countless others have had nothing but great service. I bricked a Race ECM from them, and they happily replaced it.

 

[wolfo68]

yes, the piece should definitely be in there if it happened during shipping. If it was done before then it had to have been done in the factory.

 

[thumpin1203]

A little daub of black silicone and a quick swipe with your finger and you'd probably forget it was ever there after plugging in and mounting.. but yeah, I can see how you feel.. did you find the chip in the box?

 

[mowgoli84]

was the chipped off piece in with the ecm& packaging? if not it was shipped to you broken.

Nope, I checked the box immediately as well.

Like I said, and told them. I wasn't expecting much. I am just a little irate at the fact that their response was "well this has never happened so you must of have dropped it at waist high or higher."

Oh yea, I almost forgot that i was scaling the side of my building as I was unwrapping it and accidently dropped it.

If you look close at the pic is also looks as tho that chip happened a while ago, the plastic looks smoothed over where the break was.

A little daub of black silicone and a quick swipe with your finger and you'd probably forget it was ever there after plugging in and mounting.. but yeah, I can see how you feel.. did you find the chip in the box?

I know its an easy fix, but its the principle. I paid 320 bucks for the thing and I want mine in new condition... I would think that anyone who buys an item thats supposed to be new, and it shows up damaged would want an explanation, or the company to at-least acknowledge the incident and not immediately shift blame on the consumer.

Good way for a small company to drive away customers.

 

[konarider94]

Not saying you're a liar at all, just saying that perhaps you should consider all possibilities before attempting to disgrace EBR.

i agree all possibilities should be considered but the response of EBR was completely out of line and that seems to be what mowgoli has the biggest issue with. understandably so in my opinion.

 

[squidbuellie]

Oh... I feel you, I would be livid. You should have called and asked if you could send it back. They should have give you a replacement and a sticker or shirt.
I also feel you on jumping ship. If I decide to go water cooled, I'll be picking up a rc8, a 1125 would be one of my last options (don't take it personal 1125 owners)

 

[mowgoli84]

Why would a company knowingly ship you a damaged ECM? Especially a company founded on positive principals, good customer service, and integrity.

Not saying you're a liar at all, just saying that perhaps you should consider all possibilities before attempting to disgrace EBR.

I and countless others have had nothing but great service. I bricked a Race ECM from them, and they happily replaced it.

Glad you've had such a great experience with them. I myself have had a good relationship with them to this point as well. Between my xb and my 1125 i have probably made 30 purchases from them in the past two years.

I'd like you to explain to me how i am disgracing ebr with this post? Are you saying that if your 300 dollar purchase showed up damaged you'd just say, well shit, thats fine because they're ebr and their company was founded on principals. Didn't think so.

I will be looking into sending the ecm back asap. Thats if I can get a response from them.

I also feel you on jumping ship. If I decide to go water cooled, I'll be picking up a rc8, a 1125 would be one of my last options (don't take it personal 1125 owners)

Sucks, I had 7k+ for my rc8r down payment.. stopped at a dealer one day and saw the 1125.. low balled the shit outta them and they took it.. wishing I woulda just stuck to my guns and go what I wanted.

Does anyone have an email other than infor@ebr that I can attempt to contact someone at ebr?

 

[thumpin1203]

the plastic looks smoothed over where the break was

Hmmm, yeah, I don't see any micro shards either..

many guys would probably just dismiss it as a cosmetic boo boo.. but I don't think I would be able to live with it just knowing that it had taken a pretty good hit.. I know they are potted and all, but still.. If you called or emailed them right after opening the box and noticing it, I would feel a replacement would be warranted. I do know that most always customer service is what makes businesses successful, by and large..

 

[misternikko]

this is why i buy any and everything with my amex and never ever have to call back any vender i have issues with. one call to them and the money is credited back to your account while they go on fighting for you.

a little late now, but food for thought.

i think paypal covers you the same way, though im not sure EBR takes them.

 

[JOEL9]

You could try this...

[email protected]

 

[Zeroflat24]

look i dont want to stir the pot or hurt feelings but, if it works, doesnt hurt the performance or life span of the product who gives a shit? you will never see it anyhow. yeah you spend 300+ on it but if it has absolutely no effect on the reliability or performance of what you purchased why get all worked up over it?

 

[07Bolt_SOvitt]

^^[up]

 

[netty2424]

I understand your frustration on this. Take EBR out of the picture and say you're buying a new iPhone or whatever you want to put in its place, if it shows up damaged, it needs to be replaced.

Truth of the matter is as someone mentinoed above, it obviously took a pretty good hit. Did that cause any internal issues, doesn't sound like it, but what if down the road you decide to sell it?? I would be reluctant to purchase it if I saw that. Precisely why a car lot with hail damaged cars have hail sales. Value has now depreciated due to damage.

I don't think I would roll over on this one, and continue dialogue with EBR until it has been replaced. They can probably replace the shell on that thing for pennies, or send it back to whomever they purchase them from under a damage policy.

I would also continue leveraging your purchase history and future business with them as reason to convince them that you don't have ill intent.

Especially a company founded on positive principals, good customer service, and integrity.

Not saying you're a liar at all, just saying that perhaps you should consider all possibilities before attempting to disgrace EBR.

Whack!!

Even companies founded on positive principals, good customer service, and interity make mistakes in all facets of business. That doesn't make everyone else who has issues with them wrong or liars. Shit happens. How do you know some guy pulling and packing didn't drop that ecm, look around to see who saw, then just bubble wrapped it not wanting to get in trouble for it? There's a million reasons how that could've happened.

Good luck!

 

[frostedflakejake]

look i dont want to stir the pot or hurt feelings but, if it works, doesnt hurt the performance or life span of the product who gives a shit? you will never see it anyhow. yeah you spend 300+ on it but if it has absolutely no effect on the reliability or performance of what you purchased why get all worked up over it?

He paid for a brand new part in perfect condition. He did not receive a brand new part in perfect condition. Also, while dealing with their customer service, the customer got treated like a child. That's the big deal. I don't think he would be nearly as upset if they apologized for the error and tried to work it out with him. They could have at least avoided flat out arrogantly not listening to him and blaming him.

 

[njdevils1990]

I agree I would want the ECM replaced, you also never know if it cracked that piece there could be a chip or fracture in the circuit board that could get worse and cause the ECM to fail. Or water could leak through the cracked portion if the plastic warped at all which could also cause a failure.

 

[mowgoli84]

look i dont want to stir the pot or hurt feelings but, if it works, doesnt hurt the performance or life span of the product who gives a shit? you will never see it anyhow. yeah you spend 300+ on it but if it has absolutely no effect on the reliability or performance of what you purchased why get all worked up over it?

Okay, so in your eyes its okay for a company to market new items and send you damaged ones? You'd be a really successful business owner lol.

Like I said above ( if you can read) it works fine, I personally dont give a shit about it, other than the fact they essentially blamed me right off the bat, then declined to email me back.

Poor business ethics. Unfortunately I'll have to purchase more items from them as long as I have the bike; which is looking like about 6 months.

 

[twoguns]

my advice with this sort of thing is the personal approach. rather than an email, you should have called. personal delivery of information can create a compansionate response. an email wont do that as teh reader will process in what ever mood they are in.

have you tried calling them at all after the email? or just gone into this post? it may be this isnt doing much for you either.

good luck either way.