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Discussion Starter · #1 ·
Hey guys, just wanted to pass on the HORRIBLE customer service I have experienced with my Richmond 6 speed. A little background: Richmond was bought by Motive Gear 2 years ago. They have started building the 4 and 5 speeds but have not tooled up yet for the 6 speeds (supposed to start Jan of 2014). My first generation ROD 6 speed with approximately 10-15k miles on it seized 4th and 6th gear on the mainshaft and purchased it in 1992. Granted this is an "old" transmission as far as years, but not miles. Motive does not make replacement parts for the 1st or 2nd gen of this transmission, nor could I find anyone with parts for it, so I called "Richmond" to see if they could help me out. I believe the answer they gave me is unacceptable for a company who cares about customer service. Essentially they told me there was NOTHING they could do. They are not making replacement parts and they aren't making new ones until next year, so if I want a 6 speed I have to go with another company or wait at least 7 months to get another Richmond. I asked him seeing they couldn't get any replacement parts, if I could find a new one in someone's inventory if they could work with me to get a discount seeing this is a unique situation where they aren't making parts and aren't making new ones. Again, he said sorry it's an old transmission and there was nothing they could do. I asked him if he could ask his manager, he said he would talk to him and call me back. I asked him what his manager's name was and after a long pause, he said "Bob". To shorten this rant, he said that he would call me back - this was 5 days ago!! Based on my experience, there is no way I would EVER buy anything from this company - Richmond or Motive Gear - and will do my best to advise everyone not to buy from them!
 

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thanks for the heads up. maybe it will save a headache for one of the members. always good to have this kind of information .
 

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Shawn, that response really stinks. He could of at least gave you a phone call back to confirm that he had no luck. Leaving it only makes the customer angrier and like what you have done, spread the word about that company. I hope you get your troubles with your transmission sorted out soon.
 

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i've still gotten order numbers for parts from richmond for my doug nash. that's crazy. they've been fairly helpful with me. but i haven't seized up any gears. when my shifter started getting sloppy it would hang up going from 2nd gear though. i would have to knock it loose with a hammer to get it back into neutral, to start driving again. 4rth is seized, that's a bummer. I haven't had a hard time rebuilding my doug nash the few times i have had to. my suggestion take the richmond apart and look at it. if you already have, that's a bummer, that richmond / motive parts are being uncooperative.
 

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Maybe he could have been a little more "helpful" but I think you're expecting too much, they don't make those and haven't for some time.
 

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I have been in Computer Support for mega years

One of the first things I was told is if you give someone good service they will tell about 10 people. If you give them bad service they will tell 50. Unacceptable. I personally would call them back and ask to speak directly with the MANAGER. I would then inform him of what transpired, he is probably not even aware of it. Service never improves if no one reports it.:shakehands:
 

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Discussion Starter · #7 ·
Don't worry, I still have some rounds to go with them! In the meantime, I have purchased a Tremec that was delivered in 2 days! Slim, I understand what you are saying, and I understand their situation as well, but if you are going to sell something for $3,500 you should back your product (even if you bought the line recently). The problem was a known problem with the transmission, which is why the went to the next generation. I would think if you didn't issue a recall, shame on you and if you don't work with a paying customer to help them out after your faulty product dies after 10k miles, then shame on you twice. They advertised it as Bulletproof and NASCAR tested!! They must've been in Fords!
 

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Discussion Starter · #8 ·
Airmentbob, the trans has been taken apart and looked at by probably the #1 Richmond guy, he used to work there for 30 years and is the guy Motive suggests. He is the one who told me the main shaft is done as well as 4th and 6th and no parts. They are making parts for the 4 and 5 speeds, but not the 6 yet.
 

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I'd say Tremec is on top of the heap. No sense going with a specialty trans unless you need it for big power. keisler is in the same boat as Richmond in imho.
 

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this thread reminds me of - Four Speeds by Darryl - years back, i sent trans back because of problem, it took 8 months to get back, but he came thru. kinds seems like decent guy and got swamped.
 

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Call back, and ask for "Bob"????????????
 

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I always ask for the man who's name is the company - Richmond in this case.
If not then I ask who signs the check ?
I want the head guy to hear my story, if he says no then so be it. Managers ain't shit.
More than likely he will help and at least be aware that there is a problem.
I won't talk to peons that have no power to remedy.
So go to the top and start there.
Just be firm til you get them on the phone, then turn on the nice customer mode, ASK for their help.
 

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I too have a Richmond ROD i purchased from Summit years ago. I just did a quick search and they still show that transmission in their catalog. If you look on the right side they list repair parts they stock. Maybe you could take a look there if you haven't already. Good luck.

http://www.summitracing.com/parts/rmg-7021610aa/overview/
 

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I have bought from Motive Gear in the past and they were very helpful, knowledgeable people. But I was working on rear ends not trannys. The guys I talked to on the phone could rattle off part #s and shipped parts without delay.I am doing my rear out of my 56 right now.I haven't ordered anything yet. Maybe I'll go with Drive Train Specialist instead.
 

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Hey guys, just wanted to pass on the HORRIBLE customer service I have experienced with my Richmond 6 speed. A little background: Richmond was bought by Motive Gear 2 years ago. They have started building the 4 and 5 speeds but have not tooled up yet for the 6 speeds (supposed to start Jan of 2014). My first generation ROD 6 speed with approximately 10-15k miles on it seized 4th and 6th gear on the mainshaft and purchased it in 1992. Granted this is an "old" transmission as far as years, but not miles. Motive does not make replacement parts for the 1st or 2nd gen of this transmission, nor could I find anyone with parts for it, so I called "Richmond" to see if they could help me out. I believe the answer they gave me is unacceptable for a company who cares about customer service. Essentially they told me there was NOTHING they could do. They are not making replacement parts and they aren't making new ones until next year, so if I want a 6 speed I have to go with another company or wait at least 7 months to get another Richmond. I asked him seeing they couldn't get any replacement parts, if I could find a new one in someone's inventory if they could work with me to get a discount seeing this is a unique situation where they aren't making parts and aren't making new ones. Again, he said sorry it's an old transmission and there was nothing they could do. I asked him if he could ask his manager, he said he would talk to him and call me back. I asked him what his manager's name was and after a long pause, he said "Bob". To shorten this rant, he said that he would call me back - this was 5 days ago!! Based on my experience, there is no way I would EVER buy anything from this company - Richmond or Motive Gear - and will do my best to advise everyone not to buy from them!

Not to be rude or trying to take their side but...
Does your transmission have a warranty? If not then you pretty much out of luck.
And if they don't have replacements meaning they have put all there time and effort into the later ones, why fault them or ask for a discount. And I wouldn't be surprised for them not calling back that's typical of most companies nowdays.

Now if the trans had a lifttime warranty then they owe you alot! But if no warranty why do they owe you anything once the warranty expires. I mean I see it may not have very many miles on it but stuff still breaks. Again not trying to be rude just trying to get the picture. Their consumer service may be crappy and that's a biases for not doing business with them again. But I am not sure why they owe you if no warranty or parts availability. :confused0006: I guess I am confessed.
 

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I agree with the above post. Expecting them to replace or rebuild or do anything with a 21 year old transmission just isn't realistic. Helping you find replacement/rebuild parts is one thing, but if they don't make them anymore, then they don't and that's the end of it.

Would you expect GM to rebuild a tranny in a 1992 truck that had low miles for free or even at a discount? If you had an older ZR1 Corvette with an LT5 with a cracked bloc, would you expect GM to just cast you a new one even though they no longer make them?
 

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Discussion Starter · #18 ·
I too have a Richmond ROD i purchased from Summit years ago. I just did a quick search and they still show that transmission in their catalog. If you look on the right side they list repair parts they stock. Maybe you could take a look there if you haven't already. Good luck.

http://www.summitracing.com/parts/rmg-7021610aa/overview/
Dennis, Summit hasn't updated their info. I contacted them directly and they called Richmond and found out that they couldn't get parts, so if I had ordered from them, they would've been on back order indefinitely! Good luck with your ROD, I hope it lasts or you at least have one of the new versions!
 

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Discussion Starter · #19 ·
BO and Hutch, I understand what you guys are saying, but this was a bit of a unique situation. I was willing to stay with the company if they could help me out in any way. If I cracked a block in a LT5, I would at least expect Chevy to give me another option. If Chevy had a known issue with blocks cracking, they would probably issue a recall to fix them, but yes I would expect Chevy to work with me if it was out of warranty and it was a KNOWN issue that their blocks cracked after 10,000 miles - a different engine, a trade in, SOMETHING - not just sorry, you are SOL. I bought a Richmond because they were "bulletproof" and they marketed their "NASCAR tested" transmission, so I thought they would be around a while. On the other hand, the Long Shifter broke a spring last year and I called them, they overnighted me upgraded parts for free!! That is a company that cares about keeping a customer!
 

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Transmissions

Hey guys, just wanted to pass on the HORRIBLE customer service I have experienced with my Richmond 6 speed. A little background: Richmond was bought by Motive Gear 2 years ago. They have started building the 4 and 5 speeds but have not tooled up yet for the 6 speeds (supposed to start Jan of 2014). My first generation ROD 6 speed with approximately 10-15k miles on it seized 4th and 6th gear on the mainshaft and purchased it in 1992. Granted this is an "old" transmission as far as years, but not miles. Motive does not make replacement parts for the 1st or 2nd gen of this transmission, nor could I find anyone with parts for it, so I called "Richmond" to see if they could help me out. I believe the answer they gave me is unacceptable for a company who cares about customer service. Essentially they told me there was NOTHING they could do. They are not making replacement parts and they aren't making new ones until next year, so if I want a 6 speed I have to go with another company or wait at least 7 months to get another Richmond. I asked him seeing they couldn't get any replacement parts, if I could find a new one in someone's inventory if they could work with me to get a discount seeing this is a unique situation where they aren't making parts and aren't making new ones. Again, he said sorry it's an old transmission and there was nothing they could do. I asked him if he could ask his manager, he said he would talk to him and call me back. I asked him what his manager's name was and after a long pause, he said "Bob". To shorten this rant, he said that he would call me back - this was 5 days ago!! Based on my experience, there is no way I would EVER buy anything from this company - Richmond or Motive Gear - and will do my best to advise everyone not to buy from them!


All of that being said, there are much better transmissions out there today and rather than poor good money after bad I would do some research and go with a mondern transmission with an overdrive 5th or 6th or both.
Thwere is always the possibility to fix your old box and then have something else go wrong. As a transmission man for 40 years, something is wrong for gears to seize to the shaft with low mileage. I could never trust than box again unless someone like Joe LIberty Gears went through it
Good luck Garys Gearbox
 
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