Re: Andrew's gripe with TSR Performance

["Jonathan Thames" <jthames@monbar.com>]

Dear Bob:
Thanks for your prompt reply to my e-mail re a list member's problem with a 
parts order he made from your company.  By copy of this e-mail, I am 
apprising the Jetta GLX Mailing List members.  FYI, though, it is not my list - I 
am only a subscriber. 
Regards,
JWT

****original message follows****
Jonathan Thames <jthames@monbar.com> writes
> I think that it would be a  nice gesture, and maybe get your company 
> some business, if you were to help this fellow, and make a post to the 
> list telling us all what you've done. 
****TSR reply follows**** 
> Hi Jonathon,
> Thanks for forwarding Andrews posting to us, not the sort of thing you
> like to find when you return from a very nice vacation, but there you go. 
> As to the content of the posting, it would be difficult to make a
> reasoned response to it without appearing to 'slagg off' a customer.
> This is not the professional way of handling such matters, so in
> response to a public rebuke by Andrew we make a public apology for the
> inconvenience he has suffered, with the assurance that we are still intent
> on getting the right part to him.
> 
> For the interest of your readers I will touch briefly on a couple of
> aspects of Andrews complaint. Firstly the Jetta ceased to exist in
> Europe with the end of the A2 chassis, what the US continues to call the
> Jetta is called the Vento everywhere else. 
> 
> Andrew appears to raise an eyebrow at the idea that there is such a
> thing as an 'A2 Jetta VR6' (wrong part supplied initialy). The reality is
> that we pioneered this conversion back in 1993 and our project car was
> featured in European Car magazine at the time. This conversion is now
> quite commonplace amongst A2 Golf/Jetta enthusiasts and why not? the VR6
> powerplant in a chassis thats 200lbs lighter than the intended one makes
> an 135mph GT car in the real sense of 'Grand Tourer'. Add to this a
> re-worked head, cam and chip change and you have 200+bhp.
> 
> On the matter of the delayed second delivery, we like to offer our US
> cusomers a choice of shipping methods where weight is not a problem. With
> their superb tracking system UPS is 'our' prefered choice but it is
> expensive, e.g. a Quaife LSD for the GLX 02A gearbox costs $100.00US to
> ship on top of the $815.00US price for the part. 
> 
> Second choice is 'air post' which is the link between the national
> postal systems and normaly costs about half the UPS price, there is also a
> secondary benefit in that often times US Customs completely ignores it? 
> 
> The cost savings using this method are pretty attractive and ordinarily
> parts are delivered within the 6-14 working days quoted (as was the case
> with the first part sent). If it goes wrong - IT GOES WRONG! and tracking
> is almost impossible. This is only our second case of a shipment going
> missing, the first time the Post Office recommendation was 'wait 14days
> after the latest possible delivery date then claim for loss!'
> 
> As a closer I can only say that we are committed to getting things right
> where they are within our control and to do all we can to give the highest
> possible standard of service to our customers worldwide. 
> 
> Regards,
> Bob Davis
> -- 
> Webmaster
> TSR Performance
> bob@tsr-performance.com