Autogeek first purchase experience- far less than stellar

[PFDD]

Here is the saga of poor response and is a copy of an email I sent to customer service last night (except that I corrected the Meguiar's spelling):

On July 4th, after days of weighing the benefits of various product, pads and dual action polishers, and deciding between Griot's Garage and Autogeeks, I placed an order for over $500 of product including the Flex 3401 with the Meguiar’s Micro fiber pads and various formula.

This past Saturday I tried to use the Flex for the first time and found that the spindle lock would not depress at all to allow changing the backing plate to the Meguiar's backing plate that came bundled in the kit. The button would only depress with effort about a 16th of an inch and does not lock the center spindle to allow the traditional post backing plate to be spun on (or off). It appears possible with a thin spanner wrench, but that wasn't included and frankly I own multiple angle grinders and routers and a spindle lock has always performed as named; locking the spindle and that is not the case with the Flex that I have.

I called customer service at approximately 10:00 AM and was told that they were so busy that a call back would be made shortly. At approximately 2:30 I called back since I'd not heard what to do with the Flex unit. In the interim, I applied a bit more force and now the button moves through the range of the indent, but it still does not lock the center spindle but it does lock the eccentric weight in place though that doesn't help in adding or removing from the center spindle.

On Saturday it became obvious (to me) that my unit is defective and I asked for an RMA number. I was told it would be emailed to me. It was not, even though I reverified my email address.
On Monday, I called tech support to ask if the Flex spindle lock is supposed to lock the spindle (seems obvious to me) but the rep seemed indignant that I would attempt to use the McGuire's backing plate and said the Flex backing plate was fine and never answered my question. I inquired why then did I have to pay for a bundled redundant backing plate and he said that's for other dual action polishers like the Porter Cable. I find that interesting since I spent a lot of time trying to decide which Flex bundled kit to purchase and certainly wouldn't willingly pay for a backing plate I don't need. He started to become a smart ass and ask why I needed to change any accessory on the center spindle anyway when the Flex backing plate works. His attitude indicates he clearly does not understand the concept of "customer service", I mentioned that the Edge adapter spins off the center spindle and he said Autogeek hasn't sold that for years. That might be so, but I clearly see it listed for sale and I see videos on the site so I suspect again he's less than fully informed and is making excuses for a defective product.

I reasonably expect a mechanical device that costs over $300 to perform per its specs. This isn't a $30 Harbor Freight device made in China though even Harbor Freight takes returns on defective merchandise. I do not and will not accept the arrogance and resistance of your "Customer Service" personnel to do their job. Frustrated with his arrogance and resistance I again asked for an RMA and once again per my experience with your customer service, I have not received it.

At this point I sincerely wish I would have purchased the Griot's Garage bundle (from Griot's) that had the decent detailer's bag not the Chinese made low quality unit that Flex deems worthy to place their name on. My post sale experience with your company is entirely unacceptable.

Unless you can indicate to me that I am just mistaken and had a run of exceptionally bad luck with the Flex unit and your customer service personnel, I would like to return the entire purchase less anything that I used.


I expect some effort to contact me to provide an RMA for the defective Flex and I will gladly wash my hands of contact with your firm.
As I mentioned I sent the message above yesterday, and once again no response today. I'm nearly postive with a uesful forum, helpful videos, etc. that this is an abberation, but it continues with every unsuccessful contact.


What exactly does it take to get a response and preferably an RMA? I’m stunned at the treatment I’ve received after the order. This could have been corrected with a call back indicating if the spindle lock is supposed to stop the spindle from turning or if I should have been provided a spanner wrench since the flex manaul is minimal at best in conveying useful information. Failing that, an admission the the vaunted Flex unit I received could actually be defective, and provide me with an RMA.


Thought I'd share and hopefully get this up past the communication choke point I've been running into so far. The next step after that is a letter to the founder and CEO and then we'll take it from there.

I hope your experience continues to far exceed mine.

[snowking724]

I just got a Flex last week and it was almost immediately apparent to me to try the allen key that was in the box and insert it into the allen head bolt in the center of the backing plate to remove. Go give this a shot and let me know what happens.
P.S. Try a few things before complaining about something you just don't get!

[ScottB]

I will alert Meghan or Nick to your issue and sure resolve with be forthcoming tomorrow morning.

I will note that the Flex 3401 needs to use its own fixed backing plate, or the smaller one now offered under seperate sale. It actually has the gearing built into it, as did the 3M/Flex offering. Unfortunately you cannot use the flexible backing plates that other machines (PC-XP, Griots, and Megs) can nor their Edge/3M adapter.

This is the Edge/Flex adapter and note they actually had to machine the spindle into the standard backing plate to make it work.


Perhaps the machine isnt bad but the kit purchased with it was for the other random orbitals and is not compatible ?? If so, I am sure it can be repaired and sorry for any delay in issue.

[PFDD]

SnowKing; great suggestion; why didn't I think of that! After pulling off the Flex backing plate and attempting to install the Mequiar's backing plate it was obvious that there was an issue. What pray tell is the spindle lock's purpose if not to lock the spindle? By the way; I tried a few things like calling customer support three times and sending an email so I didn't force the spindle lock that wouldn't depress. Not the first tool I've used; just the first Flex.

Killrwheels; thank you, I sincerely appreciate your response.

[snowking724]

I believe it just holds the spindle in place for changing pads. Not really needed IMO but it's there.

[BobbyG]

Here is the saga of poor response and is a copy of an email I sent to customer service last night (except that I corrected the Meguiar's spelling):

On July 4th, after days of weighing the benefits of various product, pads and dual action polishers, and deciding between Griot's Garage and Autogeeks, I placed an order for over $500 of product including the Flex 3401 with the Meguiar’s Micro fiber pads and various formula.

Well, let's start by looking at why you would try to put a Meguiar's backing plate on a Flex 3401 that clearly isn't designed to accept?

Did you notice the gear driven plate on the Flex 3401 that's held in place by a special allen bolt?

I think what's happening here is you assumed that the Meguiar's backing plate was meant to be used on a Flex 3401 and it clearly wasn't. From here you further compounded the issue because of a lack of basic knowledge and understanding of the equipment you purchased.

Thought I'd share and hopefully get this up past the communication choke point I've been running into so far. The next step after that is a letter to the founder and CEO and then we'll take it from there.

I hope your experience continues to far exceed mine.

What is the name / names of the customer service reps you spoke with?

My experiences with Autogeek have been nothing but the very best and I can only assume that they will continue....

[C. Charles Hahn]

What exact "kit" or "kits" did you purchase? I do not see any kit in Autogeek's store that includes a Flex 3401 and Microfiber pads. Did you buy the Flex and then a starter kit for the Meguiar's DA Microfiber system separately?

[fishnugget]

I am sorry for your bad experience, perhaps it was bad timing because I've always had stellar experiences when I purchase. I am sure they will take care of you with this posting. Good Luck.

[Flannigan]

All I can say is I've PM'ed staff on the weekend and gotten responses almost immediately, I've also called about a broken spray I got on my last or and I had a new one in two days. I'm not defending AG, but I don't think this is the best way to get what you want. It's pretty clear that you didn't totally understand how the piece of equipment functioned, so honestly why would you return it? It doesn't actually sound defective, it just sounds like you didn't do enough research.

[lucky472]

Just for the record, I had a horrible experience (which I also posted on here) with my first purchase. I also tried sending an email as the site stated since it was after business hours and never heard back. I then tried to call and they never called back. I then shot another email and never heard back so I was forced to post my issue on here. I got blasted by other members also. Meghan finally assisted me, and sent me two empty spray bottles to replace the two damaged ones on the dodo juice red tropical mist. The only problem is that the two she sent me were garbage and she never did anything to replace some of the wasted product. I thought she would at least throw in any extra full bottle for my hassle. The other issue I had was that she said that she was going to contact Dodo Juice personally for me and give them my info so they could contact me and resolve it on their end since she admitted that they've had numerous issues with the spray nozzle on that product. It's been about a month later and I've never been contacted by Dodo Juice or AG to follow-up. I know I'll get blasted for this email also, but the truth and lack of follow-up is clearly out there when things get busy. Like I said, they never responded to my two emails, or phone call until I posted on here. Then I was told that my info would be passed on to Dodo and they would do something and that never happened also. They did ship me two cheap sprayers, but didnt do anything for the wasted product. I will say this though...I still love the information gathered on the forum and think that AG has the best prices and quickest shipping around. I wouldn't have said anything and just continued shopping on DD, but there is obviously an issue with follow-up. I'm sure Dodo will be calling me anyday, like I was promised...lol