Problem with a vendor - Page 3 - Hyundai Genesis Forum
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post #41 of 62 Old 06-09-2010 Thread Starter
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Originally Posted by reneirwolf878 View Post
Any update?
unfortunately no...

I've sent 3 emails since posting this thread... and have tried calling twice...

I guess the imaginary warranty provided by SFR consists of an email address and phone number which no one answers...

I guess I have no choice but to take this as a loss and not deal with shady vendors from this site.

but from some of the replies to this thread I am getting the feeling that somehow I am the bad guy or the asshole who somehow screwed up and did something wrong by purchasing these lights...

lesson learned I guess.

Last edited by strictlygunners; 06-09-2010 at 08:35 PM.
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post #42 of 62 Old 06-09-2010
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The reason you look bad is because your blaming the wrong person. SFR does not give out the warranty, Superlux does. Jay has already provided you email and a phone number and has tried to contact Superlux also. What do you want him to do? Fly to Korea to talk to them directly? Superlux should be the one you should blame right now, not Jay.

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post #43 of 62 Old 06-09-2010
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Originally Posted by cfyella View Post
The reason you look bad is because your blaming the wrong person. SFR does not give out the warranty, Superlux does. Jay has already provided you email and a phone number and has tried to contact Superlux also. What do you want him to do? Fly to Korea to talk to them directly? Superlux should be the one you should blame right now, not Jay.
DUDE he JUST got back to the states, don't make him go back. Trying to get a hold of him when he's over there is damn near impossible (so i've been told)
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post #44 of 62 Old 06-09-2010 Thread Starter
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It is their contact, their supplier... I have 2 means of contact... email and phone number both of which have resulted in no replies.... my options and means of contact are a little limited....

it's pretty easy to give out such great ideas and criticism when it isn't your hard earned money that is on the line
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post #45 of 62 Old 06-09-2010
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legally it is superlux who provides the warranty. sfr doesnt have to do anything but it would be nice of him to get in touch with superlux and make them honor their warranty.

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post #46 of 62 Old 06-09-2010 Thread Starter
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SFR is still selling superlux taillights on his website.... So what happens when other people have problems with the lights.... he gives them a phone number and an email address and tells them to go on their way???

I cannot contact the manufacturer either by phone email or pm mail on here.... SFR can he is a business partner with superlux.... this has been ongoing since March with no resolution in sight....
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post #47 of 62 Old 06-09-2010
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Do you know how to call internationally with those given numbers?
You can go 011+ add those number starts with +1 82 10....
You probably are calling different number or something.. We were able to get a hold of Superlux the other day and he said tehy will be responsible for your tails for sure but never heard from you.
Note we are doing our best to help you out from our end.
Again, sorry you have to go through this BS.
post #48 of 62 Old 06-10-2010
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Are you calling Superlux during Korean work hours? Have you taken into account the time zone changes? I'm not trying to be a smart ass here, just making sure you took this into account.

2010 Bathurst Black Pearl V6 A/T Track

Current modifications:
Injen CAI
20% tint
Taillights smoke tinted
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Hard-wired radar detector
OEM front all-weather mats
OEM all-weather trunk mat
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post #49 of 62 Old 06-10-2010
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ImportShark sells the same product, difference is that IS won't warranty the product nor will they try and contact the manufacturer like Jay is trying to do for you.
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post #50 of 62 Old 06-10-2010
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Originally Posted by Seoulfulracing View Post
Superlux speaks almost fluent English and I said I will give you his phone number if you want it.
Again, I wish we could just give you a replacement or a full refund but warranty is given from the manufacture that we can't do much about it.
Once again, sorry about the problems and the trouble you are going through and we will do our best to get his attention to your issue.
Thanks for your patience.
I think you are trying to help with good intentions, but I don't think it's the RIGHT business practice.

The purpose of a middleman/retailer isn't to just sell stuff. They should also help with customer service and warranty claims.

If the customer has to contact the manufacturer directly for warranty claims, then what was the purpose of buying from a retailer in the first place?

The RIGHT thing to do here would be for the retailer to send the customer a new replacement part, take the defective one back and facilitate the return process on the customer's behalf.

Retailing/customer service is a two-way street and that's the way I've always looked at it. You can't just sell something, then abandon and shift blame to the manufacturer, leaving the customer to do everything on their own. With retail sales and profit come the responsbility to help when things need to go in the opposite direction.

Again, I don't think you are doing anything wrong here. You are trying to help with good intentions. But going the extra mile by facilitating returns with the manufacturer on the customer's behalf after the sale is what differentiates customer service from GREAT customer service. This will instill further trust in the customers, building the reputation of "he'll take care of me if things go wrong" which leads to repeat and word-of-mouth business.
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post #51 of 62 Old 06-10-2010
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SFR is trying to help. but I agree it's jacked to ahve to call internationally to get ahold of somebody. Maybe SFR could pass along your e mail address?

Best of luck man, sry you are going through this
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post #52 of 62 Old 06-10-2010
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Originally Posted by Pure Adrenaline View Post
The purpose of a middleman/retailer isn't to just sell stuff. They should also help with customer service and warranty claims.

If the customer has to contact the manufacturer directly for warranty claims, then what was the purpose of buying from a retailer in the first place?
You don't buy directly from the manufacturer because you can't. You don't buy a washer from Maytag, you don't buy a TV from Sony, and you don't buy tail lights from Superlux. You buy from a retailer, supplier or vender. That's supply chain. For warranty, you go to the manufacturer, period. Sucks, but thats the way it is. Other than just replacing them, which sfr has no authorization or obligation to do, it seems he is helping all he can. Keep bugging Superlux and I hope you get your problem resolved.
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post #53 of 62 Old 06-11-2010
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Originally Posted by prdadjo View Post
You don't buy directly from the manufacturer because you can't. You don't buy a washer from Maytag, you don't buy a TV from Sony, and you don't buy tail lights from Superlux. You buy from a retailer, supplier or vender. That's supply chain. For warranty, you go to the manufacturer, period. Sucks, but thats the way it is. Other than just replacing them, which sfr has no authorization or obligation to do, it seems he is helping all he can. Keep bugging Superlux and I hope you get your problem resolved.
Did you just compare Superlux to the appliance giant Maytag and the electronics giant Sony?

SCALE is an important factor in the supply chain.



And in fact, you CAN buy directly from Sony from their web site.

You can also buy directly from big companies like Toshiba and Dell.

Switching gears to something more fitting for this situation... you can buy parts directly from Tein. And I'm pretty sure Tein is a much bigger company than Superlux. You can also buy direct from Apex'i USA.





Either way, my personal viewpoint is that retailers should help both ways. That is my personal opinion. Obviously Superlux and SFR aren't set up that way, and that is their business.

I have over $10,000 worth of aftermarket parts and work done to my car. A lot of those were purchased directly from the manufacturer, a lot of them from retailers, as well. I have had excellent customer service before and after the sale from both manufacturers and retailers. Hell, anybody can sell me anything for my money. But what will they do when there is a problem? That's what really counts and that's what I look for.
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post #54 of 62 Old 06-11-2010
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Originally Posted by Pure Adrenaline View Post
Did you just compare Superlux to the appliance giant Maytag and the electronics giant Sony?

***These were given simply as examples of product

SCALE is an important factor in the supply chain.

***True, but not really revelant here.

And in fact, you CAN buy directly from Sony from their web site.

***Sorry, no you can't. You can, however, find warranty service available(none of which is a retail outlet)

You can also buy directly from big companies like Toshiba and Dell.

*** I'm sure you can find a miniscule percentage of manufacturers that sell direct to the public, but that doesn't help the OP with his problem, which is what I, and most of the rest of the people posting here are trying to do. The OP needs to contact the manufacturer(maybe multiple times) to honor their warranty instead of getting frustrated contacting SFR, who can do little more than the rest of us, which is give information and support and hope he gets the problem resolved.



Switching gears to something more fitting for this situation... you can buy parts directly from Tein. And I'm pretty sure Tein is a much bigger company than Superlux. You can also buy direct from Apex'i USA.

***Interesting, but totally irrelevant.


Either way, my personal viewpoint is........
If either of our viewpoints mattered, we could solve this thing tonight, Unfortunately, thats not the case.

OP, I hope you've made contact by now and are on the way to a solution. Keep us posted.

Last edited by prdadjo; 06-11-2010 at 11:05 PM.
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post #55 of 62 Old 06-15-2010
 
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Originally Posted by Pure Adrenaline View Post
If the customer has to contact the manufacturer directly for warranty claims, then what was the purpose of buying from a retailer in the first place?
The only instances of a retailer handling any warranty claims that I am aware of are when the warranty was purchased separately through that retailer (I'm looking at you best buy). It is absolutely not common practice for a retailer to handle warranty claims for a manufacturers product.

The closest you can come with that is that it is common for a retailer to allow you to return a product you are unhappy with. Even this is up to retailer discretion, however.
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post #56 of 62 Old 06-15-2010
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Originally Posted by FlesHBoX View Post
The only instances of a retailer handling any warranty claims that I am aware of are when the warranty was purchased separately through that retailer (I'm looking at you best buy). It is absolutely not common practice for a retailer to handle warranty claims for a manufacturers product.

The closest you can come with that is that it is common for a retailer to allow you to return a product you are unhappy with. Even this is up to retailer discretion, however.
I agree completely, you can buy an "extended" warranty with a product and best buy would honor that.
When I used to work at MircoCenter they had a 2 yr extended warranty plan, if a printer had a 3 yr manufacturer's warranty then the printer would be shipped to the manufacturer under MC's name, and the user was sh*t-out-of-luck until the printer was sent back to them, but if the printer broke down after 3 years and 1 day then MC would just replace the printer honoring the warranty plan.

All in all, just replace the LED yourself if you can, and then re-epoxy the tail light
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post #57 of 62 Old 07-15-2010 Thread Starter
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If either of our viewpoints mattered, we could solve this thing tonight, Unfortunately, thats not the case.

OP, I hope you've made contact by now and are on the way to a solution. Keep us posted.
On June 14th I was able to contact SFR after speaking to Superlux.

I was told that Superlux would be sending Jay a new set of taillights as they are out of stock and once arrived that he would send them to me.

I am still awaiting a reply from SFR as to see if the taillights have been received by him and sent out.

Hopefully this will get resolved soon.
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post #58 of 62 Old 07-15-2010
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Garage

still have not received a reply at all from Richard from Superlux, Jay updated on my thread saying he is going to take care of his customers pretty soon

Quote:
Originally Posted by [email protected] View Post
Here's a little update

I spoke to [email protected] personally for our customers' issues with their products probably 10days ago, and he told me he would come to the forum apologize and get the issues resolved while replying back to whatever the emails he's gotten.

Till today, it does NOT look like he's done so.
I called him the day before yesterday, yesterday, and today including emails, and there is No answer.
IF I don't hear back from him within few days, we are going to take steps further for all of our customers.
Please check back. Sorry about the inconvenience for some of our customers.
https://www.gencoupe.com/exterior/398...uperlux-3.html


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post #59 of 62 Old 08-09-2010
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Quote:
Originally Posted by reneirwolf878 View Post
legally it is superlux who provides the warranty. sfr doesnt have to do anything but it would be nice of him to get in touch with superlux and make them honor their warranty.
No they dont have to do anything...except maybe be accountable for the products they carry. Step up and look after your customers.

Anyone else find that they have burried this tread??

My name is MAYHEM...mentaly comprimised and emotionaly disturbed = total chaos
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post #60 of 62 Old 08-11-2010 Thread Starter
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I did receive a response from Jay earlier today saying that he has not been able to get in touch with Superlux and was dropping them. He said that he would take care of my taillights but that there would be no warranty on them.

Once I receive them I will have to get some industrial strength adhesive and make sure this does not happen again.
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