Steeda Customer Support

[19BULLITTwhipple]

I wanted to get some feedback from the community to see if I’m being unreasonable here.

I recently purchased a set of Steeda Mustang Pro-Action Drag Coilovers with the 162 lb. spring rate for Forced Induction cars. After getting them installed and paying for a professional custom alignment for $199, the front end looked off—the car was sitting 2–3 inches above the wheel.

I reached out to Steeda, and after some back-and-forth with a rep named John, we verified that my order was correct on my end, but Steeda had shipped the wrong parts. They sent me a handling spring instead of the drag spring.

They finally sent out the correct springs, but now I’m stuck with the fallout:

1. I have to tear the front end apart again to swap the springs.
2. I have to pay for another alignment, as the change in spring rate and height isn't covered under the alignment shop’s warranty.

I emailed John 8 days ago asking for a credit in the form of a Steeda gift card to help offset the cost of the second alignment and luckily I am doing the labor myself. I haven't received a response.

Is asking for a store credit unreasonable since the mistake was entirely on their fulfillment side? I feel like I'm paying twice for a mistake I didn't make. What do you guys think?

- I sent photos of the spring issue that was verified
- I sent a copy of the alignment invoice with name/date and information so that they could call and verify that the alignment was just performed and purchased. And I have steeda parts all over my car. I love their products. I have the subframe braces, drag bar, coilers, rear spring, lower control arm braces and toe links. I would think I am one of those customers that invests a lot of money into the brand.

Please tell me if I am being unreasonable.

This is how far the springs were off.
This is what I got originally and this is what was delivered today.

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[WItoTX]

Life lesson, check your part numbers before install. One time I opened a box only to find toe links for an explorer instead of the motor mounts I ordered. I had everything tore apart before I opened the box.

Life lesson for me. Sorry you have to get it all taken care of. Maybe Steeda will surprise you and send a gift card, but I wouldn't hold my breath.

 

[G.T.]

If it's something that isnt easily caught or obviously off enough to be seen before install, I'd like to get some restitution for that.

In this case, if the springs dont have part numbers, and the packaging says they are drag springs, I can see installing them, you wouldnt have a non-drag spring for comparison.

But, a lot of warranties and sales contracts for these kinds of parts do specifically state seller is only limited to replacing the part and not liable for labor costs in the event of a problem.

Like WltoTX said, I think it would be nice but I wouldnt hold my breath either.

 

[NGOT8R]

I think Steeda should meet him in the middle with a gift card for at least the cost of the alignment ($199). Heck, he will find something he wants on their site and put it right back into their pocket.

Labor on top of the cost of the alignment would probably be double that price, so to me that seems more than fair, with the scales still tipped slightly in Steeda’s favor.

 

[Palma]

I’v had good and bad customer support at Steeda… the good- a guy on this fourm reached out via pm to help me with a bump stop question in minutes! Fantastic! The latest bad: last Monday I emailed asking to buy two new top nuts for a strut as the steeda camber plate kit I bought did not come with them or possibly got tossed out. I offer to pay because I cant remember seeing them but that does not mean they were not floating around in the box.. After chasing a noise for a year I finally gave in a took the car to a shop… 1500 bucks later they discovered that the ford nut I was using was not correct (and only because the mechanic had installed lots of steeda camber plates); the ford top nut has a flange and was scraping on the camber plate making a grinding noise.
So, I emailed them and asked to get two nuts… first I get a response that says “this is sales and you need to send this email to John”… so I guess not able to forward an email to a guy in your own small company…. Then John responds and says they have to figure out pricing… it’s been a week… no one can tell me how much two nuts with a nylon insert cost??? I’ve spent over 3k on stuff there you would think they could sport me two nuts or just make a number up like “hey buddy that is 10 bucks and 12 dollars to send it out”. Nope.
I dont know what is going on with the customer service there.

 

[Zrussian13]

I agree a $200 or so gift card would show some good faith on their customer service side but in the end profits are probably their main concern so I wouldn't hold my breath.

I reached out a few years back to get input on new suspension parts for a TT pp1 car. I told them I was perfectly happy with how it handled and drove on the factory suspension but due to mileage and age I wanted to refresh everything. Wouldn't mind a little tigher suspension but wanted to keep it similar to how it handles now because its a DD highway cruiser that i can beat on or take my wife and daughter to the store in and be comfortable. They came back with $4000 in parts they suggested for my set up.

 

[19BULLITTwhipple]

I’v had good and bad customer support at Steeda… the good- a guy on this fourm reached out via pm to help me with a bump stop question in minutes! Fantastic! The latest bad: last Monday I emailed asking to buy two new top nuts for a strut as the steeda camber plate kit I bought did not come with them or possibly got tossed out. I offer to pay because I cant remember seeing them but that does not mean they were not floating around in the box.. After chasing a noise for a year I finally gave in a took the car to a shop… 1500 bucks later they discovered that the ford nut I was using was not correct (and only because the mechanic had installed lots of steeda camber plates); the ford top nut has a flange and was scraping on the camber plate making a grinding noise.
So, I emailed them and asked to get two nuts… first I get a response that says “this is sales and you need to send this email to John”… so I guess not able to forward an email to a guy in your own small company…. Then John responds and says they have to figure out pricing… it’s been a week… no one can tell me how much two nuts with a nylon insert cost??? I’ve spent over 3k on stuff there you would think they could sport me two nuts or just make a number up like “hey buddy that is 10 bucks and 12 dollars to send it out”. Nope.
I dont know what is going on with the customer service there.

I have been through something like this too. The thing that may save you. If you have one of them you may be able to source one at ace hardware or Amazon.

Steeda doesn’t custom make a lot the hardware. Unless it’s something extremely specific you can probably source it on your own and avoid the $30 dollars they are going to charge you.

Do you have a photo of the nut you need?

 

[19BULLITTwhipple]

I agree a $200 or so gift card would show some good faith on their customer service side but in the end profits are probably their main concern so I wouldn't hold my breath.

I reached out a few years back to get input on new suspension parts for a TT pp1 car. I told them I was perfectly happy with how it handled and drove on the factory suspension but due to mileage and age I wanted to refresh everything. Wouldn't mind a little tigher suspension but wanted to keep it similar to how it handles now because its a DD highway cruiser that i can beat on or take my wife and daughter to the store in and be comfortable. They came back with $4000 in parts they suggested for my set up.

I’ll post an update if they reply. I hope things turn out the way I’m hoping given that was not my error.

 

[tj@steeda]

I’v had good and bad customer support at Steeda… the good- a guy on this fourm reached out via pm to help me with a bump stop question in minutes! Fantastic! The latest bad: last Monday I emailed asking to buy two new top nuts for a strut as the steeda camber plate kit I bought did not come with them or possibly got tossed out. I offer to pay because I cant remember seeing them but that does not mean they were not floating around in the box.. After chasing a noise for a year I finally gave in a took the car to a shop… 1500 bucks later they discovered that the ford nut I was using was not correct (and only because the mechanic had installed lots of steeda camber plates); the ford top nut has a flange and was scraping on the camber plate making a grinding noise.
So, I emailed them and asked to get two nuts… first I get a response that says “this is sales and you need to send this email to John”… so I guess not able to forward an email to a guy in your own small company…. Then John responds and says they have to figure out pricing… it’s been a week… no one can tell me how much two nuts with a nylon insert cost??? I’ve spent over 3k on stuff there you would think they could sport me two nuts or just make a number up like “hey buddy that is 10 bucks and 12 dollars to send it out”. Nope.
I dont know what is going on with the customer service there.

Please send me that email communication & who you spoke with - if the original email came through & [email protected] responded, he would have assigned that email to [email protected] on that email. If sent to someone else & they didn't cc John, then I would also like to look into this.

Feel free to send that communication to [email protected]

Best,

TJ

 

[tj@steeda]

I’ll post an update if they reply. I hope things turn out the way I’m hoping given that was not my error.

Please also send me that communication you had with John - I will send this to our internal team & get it situated with our team when they return back to the office tomorow.

Thank you,

Tim

 

[Palma]

I have been through something like this too. The thing that may save you. If you have one of them you may be able to source one at ace hardware or Amazon.

Steeda doesn’t custom make a lot the hardware. Unless it’s something extremely specific you can probably source it on your own and avoid the $30 dollars they are going to charge you.

Do you have a photo of the nut you need?

I’m sure it’s an off the shelf nut that I can buy at Granger or even an Ace hardware if I knew the size, thread pitch and the grade of nut I’d buy two locally.

 

[19BULLITTwhipple]

Please also send me that communication you had with John - I will send this to our internal team & get it situated with our team when they return back to the office tomorow.

Thank you,

Tim

okay I sent a message to your inbox and email. Thanks TJ

 

[tj@steeda]

Receipt confirmed.

Thank you,

TJ

 

[Palma]

Please send me that email communication & who you spoke with - if the original email came through & [email protected] responded, he would have assigned that email to [email protected] on that email. If sent to someone else & they didn't cc John, then I would also like to look into this.

Feel free to send that communication to [email protected]

Best,

TJ

TJ, I’ve emailed the general sales; they told me to email John… that is kinda lame. But, John said he has to get pricing. But I expected that to take a day or two not a week.

 

[tj@steeda]

TJ, I’ve emailed the general sales; they told me to email John… that is kinda lame. But, John said he has to get pricing. But I expected that to take a day or two not a week.

Understood - please send that original email & the follow-up response to [email protected]

Thank you,

TJ

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