Lazer exhaust..............

You can start by providing better customer service....or start by looking up the definition in the dictionary and then going from there. Tell you what, look up a little company called "Aerostitch" if you want to see real customer service.....or Dennis Kirk, or Chaparral, etc... All of this mess (and LOTS of negative press for you) could have been avoided if your company had simply worked with Toecutter to provide resolution to the issue at hand and not ignored his phonecalls and e-mails and trying to lay the blame on him when he was going above and beyond trying to contact you and resolve this. Now you have let it go past that, and now many others will treat your company as if it has the plague. This is your fault, so don't try playing like you are the innocent victim here. I happen to know this person, and they are very knowledgeable and honest about things like this.

READ what he is saying. He wants YOU to pay for return shipping. At the very least, you should offer him some kind of discount/reimbursement for all of his inconvenience.

If you had simply taken his word for it after he e-mailed you numerous pictures showing the issue, and given him a label to return it, he would have been happy, and probably given you some good press for good resolution. However, after doing some internet searching, bad press for your company is extremely easy to find. It is very obvious that you do not care about your customers and resolving the issues that they may come across.

It is your prerogative to have your company be viewed in a negative way, or make changes and be the good guy, and change things where they are (obviously) lacking. If you do good things, you get good press. Simple as that.

 

Remember guys, the more often the name Foster Rad and Dr Juan Delgado, etc are mentioned, the higher the results go in the search engine database. That way when someone researches the name, they can read about customer experiences. I went to the website and it appears to me that foster Rad makes laser so just based on John's experience, I'd avoid dealing with them no matter the supplier and no matter how nice Laser (Lazer is incorrect spelling I think) exhaust might be.... Here's their return policy taken from their own website:

Our Return Policy is as follows:
Returns accepted within 7 days of receipt for credit or refund. You must call 718-468-4680 or email us sales@FosterRAD to explain the reason for return. We will then issue a RTV number so that you can return the item in question. Please note that all return shipments are to be shipped insured for the value of the purchase. All returns will be shipped at the buyers expense and must be in original packaging and in perfect salable condition. A -20% Restocking/Quality Control fee will be applied to your refund or credit issued. It is at our discretion as to whether a credit or refund will be given depending on the circumstances. Used or assembled items do not qualify for return.

That's a direct quote. Notice the Last line... Now, here's the real catch. You have to receive the item, attempt to install it and contact them within 7 days BUT the last line says that if you assembled the item, you are not qualified for a return. How in the HELL do you know an exhaust system doesn't fit until you friggen assemble it and try to fit your bike. Why else would return it? If it's in the box and untouched then I don't know if it works. What kind of business is this?

Now, they have a very nice looking website and very nice exhaust systems from what I have seen.

Here's something I am having a problem with. Some of the e-mails say they do not manufacture the exhaust. But the website laser-exhaust.com is titled FosterRAD Laser Engineering Exhaust Systems. I'm going to continue this message further down after I investigate this website some more.

 

Ok, here are some things I have learned:

1. FosterRAD apparently stands for Foster Research And Development
2. They are located in Oakland Gardens, NY 11364
3. They have some nice looking products

this is quoted from their main page:

Dr. Robert Foster
Director
Foster Research & Development
Laser Engineering Exhaust Systems

Now, I'm assuming this is either a nickname "Dr" like Rossi or some such to add legitimacy to Mr Foster. I'm a little confused in the multiple Drs thrown around from these guys. I get a few hits on google for Dr Juan Delgado ranging from a GP to and OB doc in FL not to mention an optometrist even. As you all know, these specialties are very handy in exhaust design. Especially obstetrics...

Anyway, to continue...

Is John's issue with FosterRad or the supplier? Or is FosterRAD the supplier. Is Dr Robert a real person and the "GO TO" guy or is Dr Juan?

I like their website and their products look pretty cool. I have heard that the Laser exhaust systems for scooters are pretty sweet. Their website also lists something called a Power FRK module, DynoStar, and the RapidBike module. These look like legit products. All in all the website seems very polished and professional.

Okay, here's another quote from the website:

Please note that all warranty claims are submitted to Laser Engineering the manufacturer. It is their decision as the guarantor, as to what action to take. We assume no liability but will facilitate the claim and make sure that it is resolved quickly to your satisfaction.

So it seems I am getting closer to figuring this out. FosterRAD is like a business that's into a few different things related to motorcycle performance. They are authorized to sell Laser exhaust and as such they have use to the Laser name in their name? It seems odd that Laser itself wouldn't own the url, though and that this company would. Agreed? Or, does it sound like FosterRad is Laser exhaust, and this warranty statement is a way to say put it off on a non-existant entity. Say for instance how a company can incorporate so that the corporation can be held liable but individuals within said coporation cannot. You follow?

Is it this convoluted or is it just me?

 

This is starting to drive me crazy... Is FosterRAD = Laser ? What is going on. Someone contact Mulder and Scully.

I'm sure the truth is out there.

 

So I googled FosterRAD and here's what I got besides their webpage:

Recommended: pjsparts.com & fosterrad.com - Yamaha FZ6 Forums - International FZ6 Motorcycle Community Forum
BEWARE FosterRad - Laser Exhaust I got screwed! - Sportbikes.net
**BUYER BEWARE ** Foster Rad Exhaust - Page 3 - VFRworld

<LI class=g>BEWARE FosterRad / Foster Rad - Laser Exhaust I got screwed! - The ...

BEWARE FosterRad - Laser Exhaust I got screwed! - Hayabusa.oRg

So on the first page I got 4 our of 5 results to independant websites where buyers felt they were dealt with poorly. The plot thickens...

 

Ok, did some more research. If you search Laser exhaust and leave out FosterRAD you find their worldwide web page and it seems they truly are separate entities. They seem to be located in the Netherlands from what I can tell. So this leads me to believe that John's issues are directly related to FosterRAD and their return policy/customer service issues. Well, I feel better now that I have this all worked out. Please let me know when the issue is fully resolved to mutual satisfaction and I can put this whole dreadful mess behind me. I need a drink.