Coastal Tech Charges You For What They Don't Have

The good news is that you used your credit card for payment, so if you tire of playing games with that vendor, you can file a disputed-charge request with your credit card issuer.

 

and I would do so immediately!

PS: debit cards have the same protection as credit!

 

They're not a consulting firm on customer service, it's a bunch of really smart engineers and techs making cool devices. With that in mind, your experience seems within scope.

I get very excited when ordering products and the wait is the worst, so I'm not dismissing the hassle you've endured because waiting sux, but have patience with them. Let the order work through.

They certainly are not trying to cause you this mix up (imo), and they probably get frustrated because people call them expecting a perfect business plan with customer service as the #1 hallmark.

You don't call a bug guy to your home then get mad when he can't also hook up your cable.

All in all, I stand behind CoastalTech as terrific gadget folks. I'll agree they're not good at all with customer service, but that's not why I do business with them. As soon as they get competition who do care about customer service, CT is through, but until then, take them as they are.

 

And I'll buy from that NEW company. I will never buy from Coastal given all the incredibly bad reviews they have gotten on this board alone.

... Brad

 

True.

Co. policy? LOL You're assuming CT has suits up in offices making decisions. I'm sure those smart anti social engineers ARE the owners!

I doubt they have thought it through enough to strategize hooking you in when the stock is out. They probably just process the orders and work on their components and yous got mixed up.

I agree that sux for your customer experience and really sux for their future business once competition sprouts up, but again, it's more than likely just smart techs w/out solid business sense, and one has to anticipate that. Everything after that is butta, because right now CT has the best components!
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Now, THIS is an example of great customer service! If only all businesses knew how important it is!

 

Either you are in retail or you're not. If they are going to sell these components for a profit then they need to bring in a service manager to take care of customer needs. It's not that hard. I work for a small company that has to onesy twosey orders out the door all the time. I do it every day. My customers do not get charged until I have the order in hand and ready to ship. It's that simple. The only excuse I might see is if the person taking the phone order is using the internet system to place the orders, which is entirely possible.

 

I have heard of this with some race car shops, where someone has authorized the shop to do prep and maintenance on someone's race car, only to see expenses charged on their credit card, for parts of services that have not taken place.

I think these establishments use customer's money, to pay for other things. They take your money, to pay their vendors, to have items shipped to them, since they may not have enough cash reserves to maintain inventory or establish a credit line for items to be ordered on account, since they do order enough units or without prepayment in advance. Typically cash strapped small businesses.

Your payment could pay for parts they need to build new lockpicks or EV modules, or just prepayment for an XM radio to be sent to them, so they can send it to you.

But unless you know an insider at CT, who's to say what is really going on with your payment and your shipment.

 

CT makes excellent products and I would have no hesitation ordering from them. Threads like this do nothing to change that. They do, however, me me thankful I am not in retail.

 

Several months ago, I was ready to buy one of their lockpick products. I e-mailed them a simple question about the capabilities of the various versions that they make, but they never replied. If they won't respond to a simple question when I have cash in hand ready to buy, how do you think their customer service will be after they have your money? I chose not to find out. I will wait for someone else to enter their market or for Coastal Tech to figure out how to do business.

 

I have purchased a couple of products from Coastal Tech., I have done that knowing all the history of complaints. I order, pay and cross my fingers. Finally a package arrives and works like promised. So I am happy. Would I be happier if they had terrific customer service and inventory, yeah. Do I have a choice? No. No one makes the cool stuff they make for our cool cars. End of story.

 

I have purchased one product from CT. It came right away but did not work right away. I emailed.. I called... No response, never a person on the line. The product did mysteriously start working, so I let it go. Overall, I agree with OP. I will not buy anything from CT again. They do make cool products.. but when you have to "cross your fingers" that it works or that you'll get it or that they'll repsond IN ANY WAY to questions... that's a horrible business. They may be cool techies.. but they run a horrible business.

 

+1

... Brad

 

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CoastalTech
From 1 to 5 = worst to best

1] Website - (1) 2 3 4 5
2] Customer Support - 1 2 (2.5) 3 4 5
3] Product quality - 1 2 3 4 (5)
4] Would you order from them again 1 2 3 4 (5)
5] Would you recommend CT - 1 2 3 4 (5)
6] Would you order from different Co. w/ better customer service - 1 2 3 4 (5)

1] Their website sux, period. Design, current information, and compatibility.
2] Their e-mail support is nonexistent, however, calling the non free # has worked every time. I've even received 2 voice mails from CT answering my Q's.
3] Every item I have ordered worked as advertised with great color instructions
4] I'll keep ordering from them until competition with better accessability and customer service pops up(which could be a while)
5] I'd recommend CT to anyone, understanding they know CT lacks in the service Dep.
6] If the exact products are made from a Co. passionate about customer service, I'll switch to them right away!

CT makes good products. They ship fast. With enough clever effort I've managed to speak with them on some Q's, and I am content with the way they do business. I'll order again!