Crappy feedback from Pelican Parts - IMS Guardian

[Jake Raby]

Thanks.. We have completely redone the instructions and added many refinements to them as well.
Thanks for your input.

[thom4782]

Did you ever call Pelican and ask them what happend and whether they were willing to provide you with a full refund? In fairness, it would be nice to hear their side of the story.

[kjc2050]

I haven't called them back. As I mentioned above, I began the installation process, so what's the point of calling them? It's not as though I'm going to return the product at this point. My issue is that I asked a simple question, and received an inaccurate response. I'm using the product, and am moving on. I'll continue to order from them.

[demick]

Unfortunate that you made no attempt to contact Pelican to resolve your complaint. I think that most peoples experience here with Pelican is that they would go out of their way to make things right. Instead, you decided to go straight to a public website and complain about your bad experience.

Mistakes happen. It's a fact. How the parties respond to the error is what makes the difference.

In this case:
Customer response (You): Poor
Supplier response (Pelican): We don't know, as they weren't give the chance.

[kjc2050]

I said from the beginning that this wasn't the end of the world. I simply was disappointed that I received bad information when I asked a simple question. There is no "he said" / "they said" going on here - I directly quoted the email I received from Pelican. See my original post. They answered my question incorrectly. Twice. Once on the phone, once via email.

Further, I DID try to call them on Saturday. (I received the product Friday night.) Finally, I HAVE provided feedback to them via their Customer Service survey. I'll let you know how they respond.

In the final analysis, I was anxious to install the product, partly because we are quickly running out of mild weather, so I went ahead. The feature that the version I received lacks isn't earth shaking. So I opted to go ahead.

I appreciate the fact that they're out there, have a broad product line, and provide good service. They simply bungled one aspect of this interaction. Twice. Your opinion may differ, but I think it's fair to point it out in this sort of forum. Who knows? -- perhaps another forum member might be interested in purchasing an IMS Guardian, and could benefit from this information. Personally, knowing what I know now, I would have ordered this product from Jake Raby.

[kjc2050]

Kenny from Pelican called me today. I explained the situation and he apologized profusely. He didn't know that the IMS-G had changed during 2012; said he'd called LN Engineering and asked if Pelican had the current unit, and they'd told him that was the case. It was a pleasant conversation; he seems like a decent guy.

I told him no big deal, just wanted them to know about my experience. Hopefully he'll be better equipped the next time someone asks this particular question.

If I were advising someone who was going to purchase this kit, I'd direct him to Jake. Nothing against Pelican, but you might as well deal directly with the source (and expert).

[Jake Raby]

Originally Posted by kjc2050

If I were advising someone who was going to purchase this kit, I'd direct him to Jake. Nothing against Pelican, but you might as well deal directly with the source (and expert).

Thanks for that.. I developed it personally and know it like the back of my hand.

That said we are tired of direct sales and constant support, so all sales from this point forward will be through distributors like Pelican, LN and a couple more. This isn't just the IMSG, its all the products to include the IMS Solution. We will only be selling our engine packages direct, because they are custom and we must work with the purchaser to optimize the engine for them.

Our time is best spent interacting with engines and components and not humans. Machines don't argue back; they just blow up.