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Hot Rods Summit Racing Customer Service

Discussion in 'The Hokey Ass Message Board' started by jimmy959, Mar 22, 2021.

  1. jimmy959
    Joined: Oct 16, 2011
    Posts: 118

    jimmy959
    Member

    Is it just me or has Summit's CS gone to shit? I've tried contacting them for over a week now via phone, email and text and have not gotten a response from any - except for the canned "we are experiencing high volume right now" no matter what time of day it is. Their CS used to be great, and getting in contact with them was so easy. But now it's practically impossible. Did they outsource their CS overseas?
     
    210superair, loudbang and TCATTC like this.
  2. 2muchstuff
    Joined: Mar 17, 2004
    Posts: 303

    2muchstuff
    Member
    from Eastern KS

    I just spoke with a CS rep at Summit this morning. Called their 800 number, went through the automated menu choices and was connected with a CS rep right away. They addressed my issue without a hassle. The entire call was less than 5 minutes. No complaints here.
     
  3. KJSR
    Joined: Mar 7, 2008
    Posts: 2,488

    KJSR
    Member
    from Utah
    1. Utah HAMBers

    I called them a week ago and got right through. Awesome service as usual!
     
  4. Guess it’s just you:)
    No problem here last week
     

  5. Bandit Billy
    Joined: Sep 16, 2014
    Posts: 8,713

    Bandit Billy
    ALLIANCE MEMBER

    Their automated texting service is fantastic. I get updates on shipping and back ordered stuff. I never have to call them anymore.
     
    AHotRod, lothiandon1940 and loudbang like this.
  6. J'st Wandering
    Joined: Jan 28, 2004
    Posts: 1,772

    J'st Wandering
    Member

    I had a problem on an order, called them last Tuesday. I had no problem and was happy with the quick help given and the replacement was direct shipped and arrived today.
     
    AHotRod, lothiandon1940 and loudbang like this.
  7. LOU WELLS
    Joined: Jan 24, 2010
    Posts: 2,343

    LOU WELLS
    ALLIANCE MEMBER
    from IDAHO

    They Always Have Taken Very Good Care Of My Orders And Promptly...
     
    AHotRod, lothiandon1940 and loudbang like this.
  8. 19Eddy30
    Joined: Mar 27, 2011
    Posts: 1,438

    19Eddy30
    Member
    from VA

    I order from them pretty frequently and pretty frequently return items ,since last year a few times it's been a long wait to speak to someone, same with Jegs, & Jegs have changed free shipping amount about 4 mouths ago . Speedy way , there is definitely problems going on there with the senior supervisor ( Lady) of customer service,
    (started in November )
    I had to use my bank to resolve an issue , three month ordeal ,been ordering parts from all three places for over 35 years.
     
    loudbang and jimmy959 like this.
  9. jimmy959
    Joined: Oct 16, 2011
    Posts: 118

    jimmy959
    Member

    Well I guess its just me, then. I’ve called three times (on hold for 15+ minutes each time), texted twice (no response) and emailed twice (no response) over the last 9 days. It’s as though all my communications fell into a black hole. Thanks anyway.
     
    loudbang likes this.
  10. finn
    Joined: Jan 25, 2006
    Posts: 980

    finn
    Member

    Did you take the three hour time difference (or is it four) into account when you called?

    Every once in a while I fall into that trap when I call the Eastern Time Zone from our house in Arizona.
     
    loudbang likes this.
  11. Budget36
    Joined: Nov 29, 2014
    Posts: 8,414

    Budget36
    ALLIANCE MEMBER

    Have called them since last summer during all the crap, had to wait 4 or 5 minutes.

    Maybe they have caller ID? ;)
     
  12. jimmy959
    Joined: Oct 16, 2011
    Posts: 118

    jimmy959
    Member

    Yeah, I take the 3 hour time difference into account. In the past, I have gotten nothing but great CS service from them. Immediate phone service, etc. It just seems strange all of a sudden. Oh well, I'll keep trying I guess.
     
  13. Just dealt with them today to cancel a backordered item...10 min from start of call to end, no problem,,,,
     
    LOU WELLS likes this.
  14. 210superair
    Joined: Jun 23, 2020
    Posts: 1,315

    210superair
    Member
    from Michigan

    Not just you. I called this week and couldn't get anyone. First time I've used them for anything tho, so I wouldn't bash them over one time... But I did experience the same.
     
  15. MMM1693
    Joined: Feb 8, 2009
    Posts: 750

    MMM1693
    ALLIANCE MEMBER

    Just placed an order with Garret a 1/2 hr ago. Got the automated 5 min wait recording but I don't think it was that long when he came on. I have been buying from Summit for years and have never had a problem.
     
    AHotRod likes this.
  16. 19Eddy30
    Joined: Mar 27, 2011
    Posts: 1,438

    19Eddy30
    Member
    from VA

    I am curious why you are having issue with the customer service?
    Long wait time with No answered call,
    when I've called lately I have been routed to Nevada ,Ohio ,Georgia and I believe Texas now,
    I have never used the email side.
    I know they are no longer 24 hours that sucks for me and they are limited on staff,

    possibly ""boycotting Ca, ""
    Or Ca holding you hostage not letting your call across state lines or emails!!!
    Yr vehicle is not electric!
    Just joking;)
     
    Last edited: Mar 22, 2021
    alanp561 likes this.
  17. jimmy959
    Joined: Oct 16, 2011
    Posts: 118

    jimmy959
    Member

    I'm totally stumped by this. I've called, emailed and texted at different times on different days and just get dumped into the 'canned music on hold' system. It's a first with me as I mentioned before. I know you're joking with the CA thing, because there are replies here from guys from CA who haven't had this problem. Must be me personally LOL...
     
  18. 19Eddy30
    Joined: Mar 27, 2011
    Posts: 1,438

    19Eddy30
    Member
    from VA

    i've also been a pro shop member for over 20 years now but that has no bearing on their customer service it's the same phone number now that you or I would call (800) I just wonder what's up ?
    If using a cell phone is it possible you have your phone number blocked to show up on a collar ID ?? but that won't explain no response on the email but again I've never used email services for summit.
    how about trying to call Georgia or Ohio by looking up the phone number not the one 800, here on the east they close now I believe it's one or the other 11 pm or 12midnight .
     
    Last edited: Mar 22, 2021
  19. I have not had to call them in the last month or so, but I have been dealing with them since 1978 & they have been getting 10K+ per year from me ever since. Only two other companies I deal with have better customer service & the is my paint company (Tamco) & my bumper re-chromer (Tri-City Plating) & they are both much smaller companies!


    God Bless
    Bill
    https://www.jalopyjournal.com/forum...ar-transport-hauling-open-or-enclosed.614419/
     
  20. chargin03
    Joined: Jan 8, 2013
    Posts: 502

    chargin03
    Member

    No problem here.
     
  21. TCATTC
    Joined: Oct 12, 2019
    Posts: 283

    TCATTC
    Member

    I run a commercial shop and have bought many $$$ worth of parts from Summit, Speedway, and Jeg's over the years. Summit and Speedway's customer service can't be beat, Jeg's customer service dept. is lacking big time
     
    Bill's Auto Works likes this.

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