all4u

I ordered a Racetronix fuel pump on Monday from hawks and talked to steve. He placed the order and I was expecting it the usual two or three days. I called yesterday (Thursday) to inquire where the pump was and steve told me that he would call me in the morning to tell me the status of the pump. I got no call so I call at 3:30pm and I get the answering machine. I leave a message but I'm still ticked. I've order suspension and some engine parts from them in the past and usually they send the stuff quickly. That isn't happening. Usually, I get awesome customer service, that isn't happening (even though that is the reason all of us board members shop with Bruce) so what do I do? Should I cancel the order? I need the car running ASAP and I can't wait another week to see if the pump ever comes. I've called TPIS and they have a pump that is comparable in price and function, and I've done business with them in the past and not had problems. Hmm? What to do?

I'm not saying don't shop with Hawks, they are overall the best place to shop but this could be the beginning of them slacking. What should I do?

igotta355z28

iTrader: (1)

wow u dont think this is a lil premature? World doesnt revolve around you buddy...Something probably came up im sure they have a good reason why jump on here so soon. If u need a part to get ur car running fast go to a local parts store.

CBR1000RR

iTrader: (1)

all4u

What I'm saying is, how can you say that a part will be there on such and such day, and then it's late, you can't give me info on where it is or when it will be here, then you have someone promise to contact you in the morning, no call, then when you call back to make contact thinking maybe they forgot, no one is there to answer the phone.

I never said that the world needs to revolve around me but with the number of competitors hawks has (summit, jegs, scoggin,tpis, etc) you would think they would be a bit more on the ball. I understand that at times, you could run out of stock on a certain part, but then tell the customer that it might take more time because that part is out of stock. I don't know if that is the issue but it is the only thing I could come up with.

Hawks is a great company, it's just that if this happened to me and I was a first time buyer, I wouldn't come back. That isn't the case though, I'm just wondering what happened.

KITT1983

iTrader: (3)

I always get the answering machine no matter what time I call

alek72us

i hate ordering anything from hawks. i always have a problem with them.

Justin89Formy

iTrader: (26)

I recently ordered some stuff with steve and I had to call multiple times to get answers from him. I think they're just real busy

all4u

Hmm? At first everyone was bashing me but now I see there are some with the same problem I have. I understand that at times it can get busy, but I'm surprised because after ordering a couple of times with no problems and then this, I don't get it. My girl ordered subframe connectors and lower control arms and everything was smooth and that was recently. Hmm.

I'll try to get a hold of them on Monday and see what the hold up is. If it will take alot more time, I will cancel the order and call TPIS. I'll let everyone know how it turned out.

green92

I have to say that i do not live to far from hawks, and i have been there myself. They stay busy I have been there several times on different days at different times and there is always something going on. The shop is busy and and they are constantly on the phone with customers, but they have always been very helpful and super nice to me.

DMCPONT

..you know.. if your heart surgeon didn't call you back or your cancer Doctor 'didn't and you were really sick etc.. I could understand your getting pissed... but its a car part.. just a car part....would you get on a forum an run your trusted Doctor down.....unlikely... Hawke's are by and large also very skilled & each day get SMASHED think about it.. it takes countless people's help to run this forum.. but the questions.. most could probably be handled by Hawkes... and they do help people..... with phones lines of people wanting information.. how to.. tech requests.. the phones are jambed not because good patient people are just ring up ordering disc pads or a used fender..... but getting specialized service.. from people who by and large know more then most.. hence why they are successfull overall.....(just wish we could ge this much specialised help running our country...)... athough its a pita when Hawks and the few others like them can't keep up .. try standing back a moment and just send a fax or another patient message..... they want to serve you.. but if 50 people who can't get served because they are all ringing up bitching LOUDER and LOUDER..as they are backlogged.... that they need to be served FAST. .. then ever .... THAT IS STRESS HELL HOLE # 1.. and any specialized small business..... coupling that with the well meaning brain drain calls..... someday's I don't know how they open or are able to keep productive.. .. the Guys got more time then most for the "want it now" generation ...and is willing to help YOU & Me and countless others.. .. Free ..
Sometimes Stuff just happens.. and might take a little time to work thru... who knows .. maybe he was sick for a few hours.. or kids needed his time too.. ..remember your not dealing with a robot.. .. He's human like you.. and seems to me to be a good guy with a community caring attitude as well.

NatesZ/28

people only tend to relay the negatives; no the positives

Case-in-point: I ordered a plastic window stop for the inside of my drivers door, over the phone from Hawk's. Its a discontinued GM part and I need it. I ordered it at 430pm over the phone, grumpy as hell. A few days later, this HUGE box shows up (got a laugh out of that) and the wrong parts. Its MY fault. I should have sent them a picture of the necessary part. So, I DID send them a pic, and explained the situation. They quickly sent me 2 of the parts I needed, plus what looks like an entire doors worth of plastic innards in case I broke more parts during reassembly.

Are their prices higher on some non-F-bod specific pieces? Probably, but for the customer service I got, plus keeping an AMERICAN business open, its worth it.

Im also in on the group buy for the wrap around firebird spoiler...the bane of my existence was this beat up thing...

I have NOTHING but good things to say about Hawks or 3rd Gen Ranch for that matter.

Now ECKLERS/CLASSIC CHEVY.... thats another story entirely

Nate

all4u

I understand all of this. My issue is that when you ask for a part, they say they will send it right away and it will be there in three days, and it isn't that is a small problem. Then you call to inquire where the part is, and they don't know, that makes the problem a bit bigger. After all this, they say they will call you back the next morning but they don't call you all day, that is an issue. You call back and no answer, then that's when you get pissed. I'm not saying the world has to revolve around me but some people might need their car a little sooner than a week and a half, so they go to people that have a good rep and pay the extra money to get the parts quickly. That's what I did and now I learned my lesson, don't ask for rush shipping and don't believe people on the phone when they say a part will get to you in a certain time frame.

BADMAN

iTrader: (13)

It's real simple. If you are not happy with the way things are going,go buy your part somewhere else. That is the way you send a message to a retailer that your not pleased with their performance. Posting here on this board will not expedite matters or make your issue go away.

mw66nova

iTrader: (13)

all4u, i totally sympathize with your situation, but i really want to stress something. i work in the parts industry as well, and when you're handling $150k/month in business, and you've only got 8 or so guys doing it, things fall through the cracks. my plea to you is to be patient, and diligent all at the same time. if you still don't have your parts, call them again tomorrow morning when they open up, ask what's going on. ask for a straight answer, but also be understanding when they need to regroup to answer your questions.

i'm a happy hawks customer. i purchased the lsx swap headers/mounts, and a set of spohn lca's all through them, as well as some other misc interior parts and such. i've never been more pleased with my customer service. there's been a couple of times where i've had to take the initiative to call back when they'd forgotten, but i was always greeted with respect and eagerness to find solutions to any issues i may have had.

Orr89RocZ

iTrader: (20)

Just alittle note. I'd order racetronix fuel pump kits directly from racetronix or Lonnies Performance who also sells them. I got my kit from racetronix in a very short amount of time. Lonnies deals with Racetronix closely and does fuel pump systems for all kinds of cars so he most always will have the fuel stuff in stock.

Justin89Formy

iTrader: (26)

I disagree. If you're making that much a month, and things are falling through the cracks, its time to hire more people. You can definitely afford it.

mw66nova

iTrader: (13)

i wish you were right...but with an unstable market like we have in this current economy, we've been operating on a bare bones crew as to not train new people, only to fire them in the event of a hiccup later. once things settle down, i could see hiring more folks.

i also didn't say we're MAKING $150k/month, i said we're HANDLING $150k/month in business. we (the store, not me or any of the guys working there) are profiting about $15k/month.

Kevin84Z28

iTrader: (3)

Unless you pay for overnight, you'll rarely get your part in three days. It's always 3 to 5 days by ground minimum, FedEx, UPS, whatever. They always say 3 days because it's possible, but usually always 5. Then you have to do the math. If you order a part in the afternoon, lets say after 3:00 P.M., it's not getting shipped for at least 18 more hours, and if it gets in after the delivery trucks have gone out for their last afternoon run add another 16 to 18 hours to that. That gets you closer to 6 days. Then, if there's a Sunday in the middle of that add another 18 to 24 hours. If you're using USPS add 48 hours to that. So far JEGS is the only business that has ever got anything to me in three days...

V6F1R3BRD

They are only human. lmao i am mad so let me go complain on the internet. that will solve the problem... wtf man

all4u

I'm not saying that talking about the problem on the forum will solve anything but what part is this posted in? Last I checked, this was the vendor review. If you looked at previous posts made by me, I did say that they are a damn good business and that people should continue shopping there by all means, but maybe people should aware that there are times that if you need something in a rush, maybe hawks isn't where you should go cause they are so busy. For a small period of time, my formy was my daily driver (not anymore) and there was no way that I could afford this much down time. I believe that most people on this board use their third gen as a second vehicle and don't see things like the people that might use their third gen as a daily driver.

If you use your third gen as a daily driver, order from a parts store, it is cheaper and faster, but if you want and can wait for the premium and best in parts and have another way of getting around, then order from Hawks. I have dealt with them before and they were great but this is just a small miss in communication. I'm by no means ticked off, just a bit confused cause I've never had anything happen like this from Hawks before.

KITT1983

iTrader: (3)

I use my KARR/third gen as a daily driver and I have more than one premium parts source. Most parts stores don't carry parts for my KARR anyways, they have to special order parts most of time. I usually go to Napa parts for the simple stuff. the good stuff I go online.

Remember I live in Priusville and my KARR is a enemy of the state (it is killing the polar bears)

all4u

That was some funny stuff, killing the polar bears!

Problem is, right now, a Prius could outrun me. Having no fuel pump makes me want to cry. LOL

Orr89RocZ

iTrader: (20)

I got a walbro gss340M pump and hotwire harness from racetronix i was looking to sell if you need one quick. Used for about 5K miles or so, i think, but it works just fine.

v10viper04

I have never ordered anything from hawks before but i mean i can't afford too, they are so dang expensive, for the whole T-56 clutch hydraulic its over $210 and TPI parts has it for $172, i mean come on.. and some of their connectors for the T-56 are like $25-35 individually, They have a HUGE assortment of great things don't get me wrong but i feel they are quite overpriced....

v10viper04

I always get my stuff from summit in about 2-3 days, of course i'm probably close to a warehouse but still they are fast.... Never ordered from Jegs....

ktucker450

Well I just ordered a pair of hood blisters from Hawks, about and week and a couple days ago. It's not here yet, but I Kinda just excpected to wait at least 2 weeks. I'm not pissed off, I don't really even care llol, just keep living till it gets here, is that unusual for it to be taking that long?

hawksthirdgen

Hey guys and gals, I do appologize for any order that may have taken more time than normal. We try our best to keep everyone happy and satisfied but sometimes it is hard to do. (all4u, I called and left you a message today with your tracking number) I do take full responsibility on dropping the ball in giving you a call back, and do appologize for that. I didn't have an answer for you on Friday but should have gave you a call before the weekend. We are very busy right now but want to let all you guys know we appreciate all of your buisness and support and if you guys need anything feel free to give me a call.

Also the phones are open from 9-5 eastern standard time do go to lunch from 12-1 so if you call just leave a message and I will get back to you as soon as possible.

Thanks for all of your support,
Steven
Hawks Third Gen
Phone: (864)855-2694
Email: Questions@Hawksthirdgenparts.com

88TransAmFreak

iTrader: (15)

So pretty much you ordered something by mail and expected to get it by the weekend....now your pissed

Honestly we would ideally like to get parts the very next day if we could.

I think you've jumped the gun and haven't given anyone a fair chance. A week is a little too early to start making accusations against Hawks...now if you have waited a few weeks or longer your post might be a little more justfied.

Heck you didn't even wait a week before bitching....so it kind of makes you look like a difficult person to deal with.

Looks like you have your tracking information now, so it all worked out.

Kevin84Z28

iTrader: (3)

Are you paying to get it in 2 days? Two days is usually special handling. JEGS is quite fast. I haven't ordered from Summit.

TTOP350

iTrader: (8)

I worked 4 a shop, its not really Hawks fault on the racetronix stuff.. we were a dealer and had to place a big order to get anything.. and it always took a long time to get them.
Anyone else can order one at a time.. they wouldnt even drop ship 4 us.. they are a very hard company to deal with sometimes and when you cant even keep the parts on the shelf long enough to get dust on em' things get hairy really fast....

Orr89RocZ

iTrader: (20)

I never had any problems with racetronix. i ordered fuel pump kit and injectors from them and shipping from canada, i never had any serious delays. Always got the parts within a week.

Summit is like 3 hrs from my house i think, so i always get stuff within 2 days from them

TTOP350

iTrader: (8)

thats just what Im talking about! 4 some reason we had to order 10-20 things and then it was atleast 3-6 weeks to get it !!!
the sooner we needed it the longer it took! we lost lots of customers because of that... weird huh?

v10viper04

Nope just standard shipping....

FireDemonSiC

I would like to take the side of the OP and defend him against all of these Hawks fanboys posting on here.

There are a couple things to be considered:

1) The name of this board is "Aftermarket Vendor review". This is the place for people to gather and share their experiences no matter how good nor bad. If someone got on here and posted something negative about an Ebay seller or a MadDog transmission (Well that one is kinda a no brainer but you get my point), people would be with you like flies on a birthday cake. But when someone posts something negative about Hawks, a very well known name around here, everyone attacks the poster simply because of the notoreity of the offending company. Hawk's is a good place to shop, but let's get real, even the best of us screw up at times.

2) I work in a sales environment, and coming from both a customer and the guy on the other side of the counter, I can tell you it is one of the biggest slaps in the face to a consumer when there is a problem and the customer is promised a follow-up, and does not recieve so much as a phone call. This is a BLOW-OFF, and will be taken as such whether it was intended as that or a mistake by an overloaded worker. I screw up myself as the guy on the other side of counter, and when someone gets pissed at me for my screw-up what can I do other than tug my collar when I am the CAUSE and they are the EFFECT.

I know Hawks is a very good and reputable business, I'm really not trying to bash them here. But %&# happens, and you have to remember if you step in it your not always gonna slide...

Kevin84Z28

iTrader: (3)

I think Hawks made his case a few posts ago, he slipped up. admitted to not calling. and apologised and provided a tracking number. We're luck he listens to the threads and responds, and appropriately I might add. It's one of theose kind of relationships; We need him, he need us. I woudn't think twice about this thread when ordering a part from Hawks.

GOATS2QUICK

iTrader: (5)

as for fast shipping with summit and jegs, ive ordered from both many times, and yes, 2 or 3 day shipping.
remember thou, these 2 shops have contracts with ups and fedex for express shipping. considering the volume these big sellers have, it generates a lot of volume for the shipping companies. (and profit)

i would have givin hawks the benifit of doubt and held off on this post.

FireDemonSiC

I wouldn't hesitate either. I was just simply pointing out that I thought it was a bit sad that what people think goes by reputation, and not by actual opinion. The OP came on here with a valid complaint. Personally I would have waited a bit longer myself but at the same time if someone promises me a call back or folow-up to my problem and then I never hear a word from them that really sets me off. I can understand hawks situation but then again I can understand the OP's frustration completely.

Also, after reading through half of this thread I did not want to complete the other half of the posts as from then on out It's usually all mundane advice.

all4u

Yes I did get the tracking number and it was sent out on Thursday so I guess that would be cause Racetronix is slow cause I placed the order at Hawks on Monday. Hmm? That will be the last Racetronix thing I will buy in a long while. I did have a Holley pump in the car but that is the one that died. I decided to try something new and hopefully better cause a fuel pump lasting only two years is a female dog! It takes a bit of time to drop the tank. I see the situation from Hawk's side, don't get me wrong, but they are a victim of their sucess. There is alot that they do and they are the best vendor for our cars, but like I said, for those of you that use your third gen as a DD, you should consider using mail order services or online sales and just see what is at the parts store. I'm glad I don't use my car as a DD and I'm glad I don't have a civilian job cause this situation would have had me super ticked.

This incident doesn't change the way I feel about Hawks, I have done business with them and will continue to do so but it's a heads up that while some people are slowly putting their "projects" together, others need stuff quick to get on the road.

As far as the prices, they are the same as everywhere else I have checked. I'm not calling v10viper04 a liar, but I really don't shop around. Hawks gave me good service in the past so I continued with them (except the Miniram is only available through TPIS) and didn't bother looking else where. I also don't mind paying extra for good customer service and support cause that is money well spent.

TA

iTrader: (1)

This relates to a lot of things going on in this part of the forum at the moment, but I work in the performance aftermarket industry, and it has been slumping in a huge way up until the last 2 months, when everyone says that suddenly business is booming. Some manufacturers have had difficulty getting components because of component companies going out of business and are trying to resource parts elsewhere, and suddenly when there is a demand, they can't build and ship their products.

Bigger and smaller shops have cut overhead by putting their people part-time or laying off staff, and canceling orders to have products in stock, because they were not selling ANYTHING in January and February, now all the sudden, everyone wants everything and they want it now. It is a good problem to have as opposed to watching your business slowly die, but it is causing problems everywhere, so a little extra patience will be necessary going forward. If you have to have it right now, go local and hold it in your hand before you buy, otherwise don't be frustrated if the vendors are struggling to regain lost momentum.

TA

Racetronix

HUH?

We have a web store and any DEALER can setup a drop-ship any time of day.
The web store provides a real-time status for availability.
It is very rare for us to have an outage of parts esp. when we make it in-house like our harnesses.
Sometimes a supplier will cause us headaches but we try to keep a healthy buffer stock here to prevent problems.

WWW.RACETRONIX.BIZ

What is the name of the vendor in question here?

Jack

all4u

O, now I think I have the right to be ticked off. I dropped the tank and pulled out the old pump. The connector to the new pump is different and the package doesn't have any kind of connector with it. Now I am really ticked. I don't feel like waiting another week to get it sent back, and then another two weeks to get a replacement. My only options are to take the pump as a loss, and right a horrible review to the BBB, or drive all the way from chicago, IL to Easley, Sc to get this fixed. I might just get my money back and order from TPIS, they have what I need in stock and for a few extra bucks, I can get it next day. That is probably the best thing for me to do. What do you all think, honestly, if this was you, what would you do to get your car on the road again?

Racetronix

Are we talking about a Racetronix product here?

These are the components that are included with our pump assembly:
http://www.racetronix.biz/customkiti...c=RFPK-005&eq=

* Walbro GSS340M pump
* Filter Sock - 30 micron filtering better than factory
* Walbro GSS to GM Power Plug Adapter
* High Pressure Fuel Line
* Gear Clamps
* Rubber Pump Mount



If you are suppose to have a Racetronix FL98-FPA but you do not have these parts please e-mail our support dept. so we can get your problem sorted ASAP.

Thanks.

all4u

Yes, I don't have the in tank wiring harness, the wire with the yellow connector thingy. I have the RX-FL98-FPWH baggy with a big wiring harness, RX-PBIC baggy with connectors and two blue plug looking things and a green clip, I have the strainer, hose, two clamps, two gold battery lugs, the rubber sock, I have a baggy with maybe 15 zip ties, a 20amp fuse, and a tube of dielectric grease. I don't have in in tank wiring harness, no directions, and is there supposed to be another fuse for my car? High power pump on factory wiring? I don't know but maybe you guys can tell me how to get that little tank wiring thing and send me a link with the directions for install cause I thought it would be a drop in. That's ok, I asked for a drop in replacement, and I understand that there was some kind of magical, horrible mixup. Thanks for jumping on this so fast.

all4u

I forgot to mention that the pump's box says Walbro GSS340M. I'm assuming this pump would work for a TPI 406 small block around 550hp with a 175 shot of nitrous. Is this correct?

Racetronix

To get this sorted quickly please contact support@racetronix.com with as much info as you can provide listed in this link

http://www.racetronix.com/support.html

We will dig up all the info on your product and vendor and get back to you ASAP.

Racetronix

550FWHP + 175HP N2O would be on the edge w/o a booster.
550RWHP + 175HP N2O would be on the edge with a booster.

You should have at least 20% more fuel capacity than your motor will ever need on a good day. If the vehicle voltage drops or the pump gets hot in traffic etc. you may be short on fuel.

Maybe you should consider a stand alone fuel system just for your N2O from Nitro Daves?

jjlabinski

I tried ordering from Hawks a few years back and never dealt with so much BS in all my years of customizing.

I have developed good relationships with other stable and sound part suppliers and that is important when you make comitments to other parties. I am sure others will swear by them and others will curse them and that probably goes for any vendor.
stick with what works for you.

all4u

Racetronix, I sent emails to the customer support link you gave me.
And to jjlabinski, I've dealt with Hawks before, and never had a problem, in fact, I was amazed by how good their service was. Yes, prices are higher than other vendors but I was paying extra for the customer service. I didn't mind that at all. Now that the service has gone south, I am pissed. I've never had so much back and forth BS with any other Vendor and that includes TPIS, TPI parts, Summit, Jegs, classic industries, and Eckler's Camaro. I dealt with VFN fiberglass also but in person because they are less than two miles from my house. Never a problem with them but only dealt with them once. I am fuming cause it seems to be one bad thing after another. When does this end? I will give TPIS a call tomorrow just in case I need a Plan B, and this thing with Hawks doesn't work out.

jjlabinski

yep, that was my experience. They were not up front and honest about what was going on. I speculated they used my up front payment to order the stuff from a third party and found out their third party supplier had it on back order. I finally had to do a stop payment on my credit card for that purchase.

all4u

I sent my complaint to racetronix but got a "yes we got your message and reply as soon as we can" message but if I wait for Racetronix to reply, I will lose alot of driving time. I think I will drive to Hawks and return the pump and get my money back. Then I'll order the Bosch pump from them and might even go there to pick it up. Heck, South Carolina is way farther away from me than Minnesota. I always wanted to see what TPIS looked like anyway. I guess this is my chance. Thanks to everyone that posted. Even if you didn't agree with me, I still wanted everyone's opinion cause I can't see things through your experiences. It is good to see another point of view so you know how to look at things.