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ccp very poor custumer service

12K views 33 replies 23 participants last post by  royk 
#1 ·
order'ed lots of parts no email confirm no email recipt no tracking ####,i called today a wk later and was informed parts were not shipped out as of yet [been 7 days was supposed to receive today ] now they tell me they will be shipped out today another 5 to 7 days to recieve them i have no confidence in them at this point they took the money on time i guess thats all they really care about at this point
 
#4 ·
i see your point

after reading this it does sound a little harsh i agree,so now that im not agravated let me restate my position,i ordered parts in good faith was told had parts in hand,said would be shipped today,that was 1wk to be exact i then called to just double check with them only becouse after purchase i received no emails with paid amount, invoice or tracking ### ,when i called yesterday was informed they are running 1wk behind in shipping and my order would be shipped out today he thinks,he said sorry for delay was told i should have been told this and he does not know why ,so i'm going to be waiting for another 7 to 9 days,the whole thing just rubbed me the wrong way ,winter blue's maybe i've order'd a'lot of parts on the web over the yrs if some one says something i hold them to it as a bussines man i'm bound to do what i say for my customers i'm spending around 10'k fixing up my 2 dr ht bel air, just getting started the suspension i've wanted to post but really don't know what to say or where to start
 
#9 ·
Mark what you posted is not uncommon, we have all heard this same story many times about CPP. I do know that when I order something it usually takes a few days to even get around to shipping it, but I do get an email saying it was shipped. I think many of us have been spoiled by the venders that do a little better at communicating.

Don't feel bad I have been waiting since Tuesday at noon to get a phone call back about missing parts on an order I received Tuesday morning:confused0006: Guess they didn't think it was a big deal!
 
#10 ·
Would not be too worried, I ordered a CPP500 power steering kit direct from CPP and never heard a thing for a couple of weeks or so then, Voila it arrived on the doorstep on the other side of the world about the same time the confirmation e-mail arrived from cyberspace :sign0020:
 
#11 ·
I have ordered directly from them a few times and the shipping has always been slow with little to no communication but the parts always arrived. I have learned to expect it if I order direct from them but the way I look at it is their stuff is worth the wait. If I need it quick I find another vendor that has it in stock. :)
 
#12 ·
Sorry for a late reply to this. I was out sick over the holiday week. We currently have a 3-5 working day leadtime on most orders. If anyone has any specific questions or concerns I am finally back and would be happy to assist. Just call or email me. Thanks Guys
 
#15 ·
I had the same problem Mark, I was told they were taking inventory is why it was taking so long. No one told me that when I ordered. I live in Northern Ca. after 7 days I checked and my parts hadn't even been boxed up yet. I cancelled that order, ordered from another vendor. I am building a ground up 55 210 and yes spending $$$. I will look elsewhere for my parts. Very disappointed.
 
#16 ·
Dont be to harsh on them

Yes its hard to understand why they didn't ship your parts yet but until you see there operation you cant conceive how much goes into producing, cataloging and manufacturing these products. I work for one of there dealers in the Portland Oregon area (DCAP)and yes we have to weight to get parts just like you. They assemble the kits when they receive the orders and you are at the end of the line until they get to your order. At that point they build your kit or kits. Just look at there catalog and try to count every single parts it takes to build just one kit and look at the vast selection of items and kits they offer. In short. PLAN AHEAD. Rome wasn't built in a day and neither will your Chevy. Enjoy the build and take your time. Please post pick when you get around to it. We all love to see the project pictures.:tu:tu:tu:tu
PS: Your buying from one of the best in the business.
 
#17 · (Edited)
Yes its hard to understand why they didn't ship your parts yet but until you see there operation you cant conceive how much goes into producing, cataloging and manufacturing these products. I work for one of there dealers in the Portland Oregon area (DCAP)and yes we have to weight to get parts just like you. They assemble the kits when they receive the orders and you are at the end of the line until they get to your order. At that point they build your kit or kits. Just look at there catalog and try to count every single parts it takes to build just one kit and look at the vast selection of items and kits they offer. In short. PLAN AHEAD. Rome wasn't built in a day and neither will your Chevy. Enjoy the build and take your time. Please post pick when you get around to it. We all love to see the project pictures.:tu:tu:tu:tu
PS: Your buying from one of the best in the business.
While they do have some of the best products out there the reason you say the slow shipping happens on a regular basis is not a valid excuse. If they are that busy in the shipping department they need to hire more help to handle the volume. There are a lot of people out there that wait until the last minute to buy items because the warrantee period starts when you buy it. How many times have you heard of someone buying parts for a long term build and they have had them beyond the warrantee period before they actually drive the car only to find the part is defective?
 
#20 ·
Am I bitter with CPP H^%*L YES !!!

Best products NOT!!!
Try swallowing the excuses on the other side of the world.
This is when you can not just go to town and talk face to face...
I ordered kits to repair my CPP proportioning valve ( that failed after 300 meters and was just outside of warranty when i finally fitted it)....Only to be sent an incomplete kit.. The parts i needed were the inner shuttle seals... Many emails to Aaron and somewhat limited help on email, to arrange ( AT MY COST) the repair kits, Paid another $80.00 for Supposed KITS....After receiving SAID KITS & further emails i come to find these Apparently are not serviced so a new brake valve was to be ordered. All this info AFTER they screwed another payment for the privilege. So now I have a stuffed valve & 2 repair kits that are totally useless to anyone..........
Will I use CPP again, NEVER I will say this, Once bitten, Twice Shy, third time MORE FOOL ME.......NEVER EVER AGAIN.....I have procured another from a fellow member due to this and when i need to replace items in my CPP 4 wheel conversion I WILL BE CONVERTING TO A DIFFERENT VENDORS PRODUCT.. I have no intention to waste the 2K+ i have spent, so i will use it until the time to replace and try to get some form of compensation to my outlay..SHAME CPP SHAME.. Customer service does not exist in another country.....
 
#22 · (Edited)
\( that failed after 300 meters and was just outside of warranty when i finally fitted it)....Only to be sent an incomplete kit..
You were offered to have yousend the valve in for an evaluation, this would have only cost the shipping amount (even being bought though a 3rd party we still offered to evaluate) when the problem you were having was explained the metering valve that was sent should have been all that was needed. Anything beyond that part would require a new valve or have yours sent in for evaluation. This was an option that we had for you.
 
#26 · (Edited)
Apology to Aaron and an explanation



OHHH Bob I hope this is not directed at me.
If so, Sorry for the literacy errors in spelling and not correct use of CAPS when I should and the lesson on correct English, It is appreciated....I will correct in this post and add some data for you all to consider..Maybe my thread http://www.trifive.com/forums/showthread.php?t=141106 ,on the valve, someone can see if i have missed something in my interpretation..
RANT ON !!!
I should have said CPP not CCP.. My bad.. Just for info, try at 2am on a mobile phone with fat fingers and with auto correct and see how you go ... Now ADD sheer frustration, a few beers (after the time spent) and anger into the situation. Reason for the above >>> Fighting for 12 hours prior still trying to get brakes on a supposed bolt on kit..This is a kit i have been fighting with for about 6 months or more to get working.
DO NOT SLANDER or PATRONIZE ME because of it... I am no fool, I asked for assistance and did not get what i asked for from a supposed reputable dealer..Was charged for the privilege, at my cost and agreement with Aaron, as i did not want to claim warranty, This was due to it being 2 years before i fitted the parts and I felt it was unfair to claim on warranty & still have no fix to the situation. Plus the return freight to the USA for assessment was dead $$$ as it would no doubt have been MY fault it failed.. This i know would have been a given..A big company saying "we have never had a failure like this so YOU must have done something wrong SORRY NO WARRANTY!!"
I may have been taught wrong on what a KIT comprises of & what customer service is.. Maybe that is CATERPILLARS fault for training me to be a parts interpreter & mechanic for 28 years and i got it all wrong about CUSTOMER service and what it meant. What this all boils down to is a bad experience with a kit purchased from a company downunder (CPP dealer whom are now out of business) and i have had no satisfaction on their products, either failing shortly after fit or parts in the kit being incomplete.. Also being told by Aaron that the kit was not a CPP kit, even though all parts were packed in CPP packing.......
This is in no way directed at Aaron personally...He has done what a company rep is supposed to do.. The tying of hands is the company's policy issue NOT his policy. He helped within the bounds of CPP..
CPP need to address CUSTOMER ISSUES, not turn them into money making machines.. RANT OFF!
 
#27 ·
Man, there is no reason to apologize. If you weren't treated so bad, you would have never been that upset. Aaron knows exactly what he is doing. I have had the same problems as others with his lack of caring attitude.

He put me thru the ringer also and in the end accused me of being dishonest, and "should have known better than to deal with you". I did get a apology call from him later when he found out I was right but by then I knew I was never dealing with that company again. I still have the defective parts sitting on the box on the shelf in my shop. I keep it as a reminder to deal with good companies with good parts and service.


I tell the guys who work for me, that everyone, sooner of later will be face to face with a customer who has an a issue, it's how you handle the issue that counts, you treat people right and they won't remember the issue, they will remember how well you handed it. (or how bad you handled it)
 
#29 ·
The following 2 problems were not mine, fellow club members who are not forumites.
The first instance was a CPP 4 wheel disc conversion kit which was for a '56 4DHT Resto Mod. In NZ we have a stringent certification process for any modifications, this kit failed to meet braking requirements despite brake balance valve. The issue was NO BRAKES at all on the rear. If you balanced the pressure to get rear braking, it took away from the front. So he got a brake specialist to try other master cylinders, still no deal. It finally came down to the rear calipers had 1-1/4" pistons where they needed 1-1/2". This guy is lucky in that he owns a CNC machine shop, so he made replica calipers from Billet aluminum, increasing the material for the larger piston to the new size. Now the brakes were ok, and are still ok 3 yrs later. This owner communicated with CPP the size findings, they were not at all interested, saying they had sold hundreds of the kits. One can only assume that there are hundreds of cars using that kit that are unsafe.
The second instance by another club, is a CPP tilt steering column. He purchased this last year during a trip to the Pleasanton GoodGuys from a vendor despite having the available information that these are virtually banned from use in NZ due to reported failures.
Because the vendor did not have the exact color required, the column was back ordered and eventually only arrived early this year. This member is building a trad Model A hot rod, which is controlled by a certification process that involves visits by the certifier. The certifier noticed the tilt column, and immediately called for its removal. At this stage it had not had any use at all. The certifier showed the club member by disassembling the tilt column why they are banned, upon dis-assembly the plastic knuckle that serves to enable the tilt method, fell to the floor in fragments. The certifier said that this is always the case with these columns made by this manufacturer along with others made in the Far East.
I understand that a safety alert was issued in 2013, this is a copy.
http://lvvta.org.nz/documents/infosheets/LVVTA_Info_01-2013_Unsafe_Aftermarket_Steering_Columns.pdf
There was also a thread on TriFive on the Alert
http://www.trifive.com/forums/showthread.php?t=104526
The lack of response from CPP was "interesting".
 
#30 ·
If I was the owner of CPP, I would be worried about selling ANY product with poor quality that sacrifices safety.

Assuming for a minute, CPP does not care about product failure, the liability of selling known, defective parts where people end up hurt of killed, can easily drive a business to bankruptcy because of huge multi-million jury verdicts.

This happens to businesses all the time.

There is only so long a company can stay in business, playing the odds, before the known liabilities catch-up to them.

I do applaud CPP for making a sincere effort to address customer complaints; however, it's apparent the quality issues are bigger than what 1 man in customer service can address.

I think CPP is a good company with good intentions.
But, the road to hell is paved with good intentions.
It's actions that make a difference - not just the words.
 
#31 ·
They build every kit when it is ordered and they have a lot of orders ahead of yours. It takes time to build the kits and gett hem shipped. And then you have to consider that they have thousands of part #s to keep in stock and many different suppliers to deal with. Some times the suppliers will back order the parts they have ordered and this all causes delays. Your not ordering oil and a filter from your local parts store. You need to plan ahead and that includes allowing extra time for when things do take longer.
Dave W.
 
#32 ·
CPP

If you look on Summits web site for CPP products you will notice that "Estimate will ship dates are 12/27/2016 for almost all parts. I have had a number of parts on order sence 10/14/16 and still nothing..... I don't think CPP stocks any parts at all. I am about to call and cancel the order. NOT Happy!
 
#33 ·
They build every kit when it is ordered and they have a lot of orders ahead of yours. It takes time to build the kits and get them shipped. And then you have to consider that they have thousands of part #s to keep in stock and many different suppliers to deal with. Some times the suppliers will back order the parts they have ordered and this all causes delays. Your not ordering oil and a filter from your local parts store. You need to plan ahead and that includes allowing extra time for when things do take longer.
really curious for the defenders of this company..
Question for you.. Just how big do you think CPP is?? in say comparison to say CATERPILLAR, Hitachi or Case etc.. and their prices may be competitive however Poor customer service is just that..Whilst the defenders defend those that know the product is NOT worth the wait go elsewhere.
just remember an old adage that i go by The bitterness of POOR Quality remains LONG after the Sweetness of a good price.. & No I wont go away..
The unfortunate problem here is it is the same old story, Someone is sick, We lost your order, we cant answer the phone Blah Blah Blah.. It just does not change..You would have thought by now they would start to listen to the people making noise..Sooner or later those that make the noise go silent and you never here from them again.. These are the people you need to be careful of because they are the ones behind the scenes advising to go elsewhere and that type of advertisement is irreparable
 
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