Imagine that, FM has proactive customer service...
#1
Elite Member
Thread Starter
iTrader: (12)
Join Date: Sep 2007
Location: Charlotte, NC
Posts: 6,850
Total Cats: 71
![Default](https://www.miataturbo.net/images/icons/icon1.gif)
So pertaining to my boost creep issue, I called FM to see if they had any solutions. As usual, they spent more time on the phone with me that I thought was needed (in a good way) trying to come up with reasons I was suddenly getting creep after replacing the CHRA. Not but a couple of days later I get an e-mail stating the my order is ready to ship. Order? I didn't order anything. So I open up the e-mail and see that they have taken the liberty to send me a new/updated wastegate actuator, mounting bracket and some new intake pipe grommets knowing that I have an older kit with the older wastegate setup. Wow. I was seriously lost for words they they would just think to do that for me. To top that off, about a week after I got the parts, I got a call from FM asking if the parts arrived on time and how the install went and if I needed anything else. Amazing guys...really.
So a big thank you to the crew over there for going above and beyond for me. The combo of the new actuator and new turbo housing fixed my creep issue.
So a big thank you to the crew over there for going above and beyond for me. The combo of the new actuator and new turbo housing fixed my creep issue.
#5
Elite Member
![](/mt2011/images_td/ranks/supporter1.gif)
iTrader: (10)
Join Date: Jun 2006
Location: Athens, Greece
Posts: 5,987
Total Cats: 359
![Default](https://www.miataturbo.net/images/icons/icon1.gif)
My experience with them was that I ordered the FM Wiseco N/A pistons, the rebuild kit, head and main cap studs, the twincooler kit (lines and thermostat), and they added the twincooler too even though I didn't asked for it...oops. They would also only send through UPS, which is a waste of money, I ended up paying about $700 more than I needed to just for postage and customs alone.
#6
![Default](https://www.miataturbo.net/images/icons/icon1.gif)
Another +1 on their customer service. When I had ordered my FM lvl.1 clutch and engine mounts from them they called me to inform the that the clutch disk that they have been using were on back order and were at the time working on a solution/waiting for their order they said they would give me a call in about a week after more information came to light on the subject. About a week later I get a call and call and was asked if I was okay with being upgraded to a better than comparable ACT disk. After it was all settled and I received my order I then got a call about a week and a half two weeks later to see how the install went/was going!
I too am very pleased with FMs customer service. I think thats one quality alone about them will help keep them in business for many years to come.
I too am very pleased with FMs customer service. I think thats one quality alone about them will help keep them in business for many years to come.
#8
Elite Member
Thread Starter
iTrader: (12)
Join Date: Sep 2007
Location: Charlotte, NC
Posts: 6,850
Total Cats: 71
![Default](https://www.miataturbo.net/images/icons/icon1.gif)
My experience with them was that I ordered the FM Wiseco N/A pistons, the rebuild kit, head and main cap studs, the twincooler kit (lines and thermostat), and they added the twincooler too even though I didn't asked for it...oops. They would also only send through UPS, which is a waste of money, I ended up paying about $700 more than I needed to just for postage and customs alone.
I wonder if DHL has decent international rates. I'm sure it would be a more viable option if more people used DHL, but we don't here in the US because they stopped shipping within the US and now only do international shipping from/to the US. So a company that doesn't do a lot of inter. might not hold an account and will not get the low rate of a company who does...thus leading to everyone using UPS or FedEX because the commercial accounts do offer a substantial discount over of peasants dropping **** off at the local chain stores. There is no way around UPS/FedEX being expensive when it comes to international.
Either way, an extra $700 is a serious chunk of change just for shipping/customs.
#9
Elite Member
![](/mt2011/images_td/ranks/supporter1.gif)
iTrader: (10)
Join Date: Jun 2006
Location: Athens, Greece
Posts: 5,987
Total Cats: 359
![Default](https://www.miataturbo.net/images/icons/icon1.gif)
All of the big three (UPS/FedEx/DHL) charge ridiculous amounts of money. I've shipped all of my **** over here through USPS EMS at less than 1/3 of the price the big 3 charge. It usually takes 7-8 days, usually no customs tax (understaffed to process everything) and I never had a single problem in what I think is more than 100 packages since 2006.
#13
Slowest Progress Ever
![](/mt2011/images_td/ranks/supporter1.gif)
iTrader: (26)
Join Date: Oct 2007
Location: The coal ridden hills of Pennsylvania
Posts: 6,028
Total Cats: 304
![Default](https://www.miataturbo.net/images/icons/icon1.gif)
I never had a problem with FM, as they always had great customer service. The only gripe I have with them is the expensive shipping. One time I ordered some exhaust studs, that was it. They were gonna charge like $20 to ship a few studs! I was like, "the shipping costs more than your product! Can't you just stick these in an envelope and mail em to me for like $2?" They actually did that. They put them in a padded envelope and it cost me like $4.
FM is great to deal with!
FM is great to deal with!
#14
![Default](https://www.miataturbo.net/images/icons/icon1.gif)
Thanks for the kind words, guys!
As for shipping, we did recently rework our handling fees so they're lower for inexpensive products such as nuts, bolts and studs. We'll ship USPS if you ask us, but there are postal restrictions on both value and size depending on where the parts are going. We always check UPS and USPS rates (if possible) on international orders and give the customer the choice of which to use. You'd be surprised, they're often not that far apart when you add tracking and insurance.
As for shipping, we did recently rework our handling fees so they're lower for inexpensive products such as nuts, bolts and studs. We'll ship USPS if you ask us, but there are postal restrictions on both value and size depending on where the parts are going. We always check UPS and USPS rates (if possible) on international orders and give the customer the choice of which to use. You'd be surprised, they're often not that far apart when you add tracking and insurance.
#15
![Default](https://www.miataturbo.net/images/icons/icon1.gif)
And UPS actually has realtime tracking, not just a notification 3 days after the fact, and a reasonably simple claims process for damaged or lost packages.
I don't ship USPS unless it's an item that I'm completely comfortable taking a loss on.
+1 on FM's customer service, though. When I ordered some headlamps in a group buy, I was astounded when they called a day after the package arrived to make sure it had arrived safely and to see if I had any questions about installation.
Yes, companies ought to provide good customer service, but I promise you, it is not easy for a small company to have the manpower to perform on that level. It takes a lot of work.
I don't ship USPS unless it's an item that I'm completely comfortable taking a loss on.
+1 on FM's customer service, though. When I ordered some headlamps in a group buy, I was astounded when they called a day after the package arrived to make sure it had arrived safely and to see if I had any questions about installation.
Yes, companies ought to provide good customer service, but I promise you, it is not easy for a small company to have the manpower to perform on that level. It takes a lot of work.
#18
![Default](https://www.miataturbo.net/images/icons/icon1.gif)
FM has spent WAY more time helping me out than the money I spend there warrants. I bug the crap out of Brandon and he's always willing to help and over the top friendly. They sent me those intake grommets too, and I bought my kit from FRT_Fun. I even offered to pay for them. I mean I know it's not a pricey part, but it's just that kind of thing that gets them first consideration when I go to buy something.