Rarely will I say something bad about service of a top end vendor. Especially one that has helped out the 2GNT community with quality aftermarket parts, but the results of what I found today have severely lowered expectations.

Gary Howell - I would expect that there is some type of explanation for this. Since I can't get a straight answer through private e-mail, or by phone. This was the only other way to get in touch with you.

I ordered the Top End Rebuild kit with custom ground cams from Howell over a week ago. I knew that since the cams were custom, that they were going to take a while (4 weeks) to get here. No big deal. I still need to rebuild the actual cylinder head anyway. I asked that ALL other parts be sent ahead and specifically asked if they were in stock and read for immediate delivery. I was assured that they were and that they would be sent out the next day.

Shippment was made and I just now got the package (UPS Ground). When I opened the package, I was sorely disappointed to see the contents. I received the gasket set, timing belt, and lifters. No cam gears, no valve springs and no rockers. I CANNOT build my cylinder head without these. It's impossible to build a cylinder head without rockers and valve springs. Especially if you are planning on porting and want to put the head on a flow bench.

Gary, I need these parts ASAP. I would seriously hope that you are going to expedite the shipment of the rest of the parts that have been PAID IN FULL in advance.

>Rarely will I say something bad about service of a top end
>vendor. Especially one that has helped out the 2GNT
>community with quality aftermarket parts, but the results of
>what I found today have severely lowered expectations.
>
>Gary Howell - I would expect that there is some type of
>explanation for this. Since I can't get a straight answer
>through private e-mail, or by phone. This was the only
>other way to get in touch with you.

In our logs it shows that any e@mail you sent was responded to, and when you called I'm sure you got a response from one of my staff. If you need to ask for me personally, then do so.

>
>I ordered the Top End Rebuild kit with custom ground cams
>from Howell over a week ago. I knew that since the cams
>were custom, that they were going to take a while (4 weeks)
>to get here. No big deal. I still need to rebuild the
>actual cylinder head anyway. I asked that ALL other parts
>be sent ahead and specifically asked if they were in stock
>and read for immediate delivery. I was assured that they
>were and that they would be sent out the next day.

Our records indicate that you were informed that some of the items where out of stock and we expected them in shortly, and that the Fidanaza cam gears were on back order. We shipped everything we had instock ahead per your request, which is not with our standard practice when we are paying the shipping.

>
>Shippment was made and I just now got the package (UPS
>Ground). When I opened the package, I was sorely
>disappointed to see the contents. I received the gasket
>set, timing belt, and lifters. No cam gears, no valve
>springs and no rockers. I CANNOT build my cylinder head
>without these. It's impossible to build a cylinder head
>without rockers and valve springs. Especially if you are
>planning on porting and want to put the head on a flow
>bench.

A simple phone call could have explained this to you much quicker yesterday. Had you called yesterday you would have also been informed that the Crane springs, and the cam followers (rocker arms) came in last night and are being shipped to you today. UPS Tracking # 1Z25E 077 03 4879 5407

>
>Gary, I need these parts ASAP. I would seriously hope that
>you are going to expedite the shipment of the rest of the
>parts that have been PAID IN FULL in advance.

I know when you are building an engine, or working on your car we all tend to get a little excited, this is only normal. It is very important you listen to the details of your order and order information. We have a list of backordered parts by the telephone for each sales person to have we update it every few days, and my people are good about telling people what is on backorder, and what is out of stock until the next delivery truck arrives, and what is special order and about how long it will take. Now it is possible one of my people missed telling you all that was not instock, as it is possible you missed hearing when they told you. The point is the parts we had where shipped per your request, the parts that came in later were shipped, and we are only waiting on your special order cams, and the back ordered cam gears.

Sincerely Gary Howell

Hmmmm...almost right. I had called 4 times only to get the tracking number of the original package. And I do remember specifically asking if all of the items were available at the time of order. Whomever took the order on made mention of the cams not being shipped due to their ordering nature. At the time of my call day before yesterday, it would have been nice to have been informed of what I was and was not going to get in this first package.

I'm pleased that the rockers and springs are on their way. I will now be able to complete the project and just wait to drop in the cams. The cam gears are going to be nice to adjust for tuning on the street and at the track.

I hope that it is understood that my business with you will not end. More than anything, I was incredibly surprised to hear one thing and get something completely different. You have always been right on with every parts order that I have made. And I'm sure you will continue this level of service. You are one of three vendors that I know of that will PUBLICALLY say it like it is. The other two only deal with turbo cars. That is always appreciated.

I'll be awaiting arrival of the second shippment. Thank you for your continued support of the hard to please 2GNT crowd.

Guys,

As a general note I would recommend that before posting about issues with a vendor that you first try to exhaust all possible avenues with the vendor so they might have a chance to do what they can to resolve the problem. It usually leads to a much better ending than quickly turning around without giving anyone a fair chance.

(this is not directed to anyone either. I only mention it since I saw the thread and I felt it is worth noting for future reference for everyone)

Oh, this not a performance related issue either ;)

Agreed. it is generally our policy to remove these posts, as this forum isn't necessarily a venue for voicing complaints against vendors. I decided to let it stand, however, as you had stated before that you had called more than once.

In the future, do as Chris says. It is better for all parties involved if these things ar enot made public until every available option for a simple resolution has been exhausted.

In my experience most responsible do-it-yourselfers give themselves approx. 1 month to complete builds or rebuilds. Especially when they are ordering from an out-of-state supplier. I understand urgency, being an expeditor for a major automotive supplier, I see the need for parts to be shipped in a timely manner. The way I see it is, this was a lack of communication on both parties, especially the buyer. One should in fact exhaust all alternatives before they go on a public forum to bash the supplier. Grow up and be a man. Back in the 60's there used to be this saying,"Shit Happens". Nowadays no one seems to realize that this stuff happens. Think of the time it took to write that post, now think of who you could have been calling to resolve the issue.


Chris

I am not trying to take sides or anything but I was once disappointed at Howell Automotive... I understand it was a mistake... But I am the one that Paid for it...

Like was stated above, this is not the place. Talk to the vendor, not to a public forum.

dino dino dino :D i know it is a public forum but what if you bought something somewhere lets just say.... discount tire and they only send you 3 tires... wouldnt you want to inform people so that they understand you want to help out other people i know its not 3 tire bad just an example :D dino i complety agree with you my agrument is that if you had something you werent satisfied about i would like to know because i wouldnt want to get dicked around either... i know there is the badguysgoodguys.com or what ever but this is more personal

Either way the forum to discuss vendors is not the performance forum. I understand Gary is busy and does not read all the forums, so only checks the relavant forums, i.e. performance. So a call in the pits would have gone unoticed.

Moral: Call, e-mail, try toget things resolved outside the board.
Moral 2: When in doubt talk to Gary.
Moral 3: Don't eat yellow snow.

Una salus victus.
It's not about being invincible, it's about being ready; for anything.



Michael J. Kulaga
e-mail: Michael_97RS@2gntDSM.zzn.com aol IM: MJKulga
http://highlander.dsmpower.com/

Injen CAI, 55mm TB, Hooker 4-1 Stepped Header, GS-T Muffler, AFX UDP, S-AFC, 8.5mm Magnecor Wires, Crane Fireball HI-6DI2, SS Clutch Line, NRG Susp. Motor Mount Ins., FU/RU/RL STBs, TSW Blade 17x7.5, Bridgestone Potenza RE730 215/45ZR-17. Front KVR Cross-Drilled Rotors & Carbon Fiber Pads

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