Capristo Exhaust System - customer service

I do not get your post. All I know is that you wll find a lot of strong supporters and friends of Tony because of what work he has done for them here in Germany. Kind of a Keith Hedges thread supprt, if you know what I mean...

 

That is why we only deal with Novitec. Best company you can deal with.

 

I think this thread is a no count and should likely be removed. A lot of sizzle and not much steak to these allegations.

 

+1

but now i know where i never will buy... (and it's not Capristo)

 

Why don't you ask you friend to claim your defective valve to Capristo?

 

really a unneeded thread...

I feel really sorry for firms like Capristo who have to handle client problems like this.

This thread should go into Nirvana!

 

It means your friend is the problem not Capristo.

 

I don't usually comment on "after market" issues, but I read this thread wondering what upset people about a guy with a problem? Unless it is an outright fabrication, it is true he may have been both impatient and overreacting, but for him it was real. No one needs to go to or leave a vendor based on an individual's experience. However, from one point of view regardless of motive or circumstance, it actually may turn out to be a positive advertisement for Capristo.

Do we need to fear being ridiculed for sharing our expeeriences? We come from different countries viewing and experiencing life differently and I respectfully submit, we are part of a collective, world wide body, of, for the most part, well intentioned participants. I may have something wrong here but if it is what it appears to be, this guy is owed an apology and good luck. Best

 

No, I think that you are correct Bob. I think he was reaching out in good faith.

 

I support a customer publicizing dissatisfaction with a product.

The customer should use this effective tool responsibly.

 

Absolutely agree. Hopefully, he'll post a positive response about Capristo once the issue is cleared up.

 

On the other side somone post a real problem with Carbonio products and the thread closed very fast.

I have the same problem with the product and not the best support by seller,
but before i could post it, the thread were closed and the mod
told the threadstarter that he should manage the problem not in the forum.

In this Capristo thread it turns out that the biggest problem was the friend
of the threadstarter.

So a real problem thread were closed and this thread is running.

Perhaps my english is too bad and i didn´t understand that but i wondering a little bit.

Greetings Christian

 

First of all we wish to emphasize that we help our customers in case that a problem has occurred. All our exhaust systems include a lot of technical equipment so the possibility of occurring a problem is higher than
with the exhausts of other manufacturers. But this should not mean that a product where a lot of technical equipment is included may get damaged.

We have now entered this discussion because some details of this discussion may sound as if we do not care about our customers who are facing a problem. On Saturday, the 2nd of June 2012 we received an e-mail informing us about some problems. On Saturdays and Sundays we do not work in Germany and for this reason we could not react immediately on these days. I do not believe that it is correct to say that Capristo leaves his customers down when we cannot reply on Saturdays and Sundays.

Unfortunately, I, Antonio, do not speak English, so I had to wait until Monday for the staff speaking English and then to reply to the e-mail.

Up to now we have always supported and helped our customers when there has been a problem and so we will handle such matters also in future. The satisfaction of our customers
has the highest priority. For this reason we also do offer to our customers that they can buy our exhaust systems, driving them for a two weeks' period and if they are not satisfied they can return the exhaust to us and the money will be refunded to them. That is made to ensure safisfied customers. And it is a matter of course to help the customer when they have a problem but the customers have to grant us a certain time for reaction.

We will contact you by e-mail to solve the problem as soon as possible.


Best regards,
Antonio

 

+1000

 

I have my Ferrari dealer pin the valves open. It is fantastic! No need to spend money on after market exhaust system

 

My dealer installed a switch that allows me to open the valves when I want noise and put it back to stock if I am on long cruise.

 

Facts:
1. This particular customer contacted us, CAPRISTO USA, on Saturday June 2nd at 10:14 am.

2. The first reply to his email was sent to him from Johan, our engineer that same day at 11:18 am (one hour and 4 minutes after receiving his initial email).
Below is the content of the email that was sent to him:
------------------------------------------------------
Dear Mr. **********.

I apologize for the inconvenience you are experiencing.

There is a few things that can cause this failure.

First check that the led’s on the control box re-act by switching the ignition on and pushing a button on the remote. The remote(key fob) should have a led lighting up and there should be activity on the led’s of the control box. This will tell if the box receives power and the key fob is transmitting.

The most common problem is a bad ground on the remote control ground wire.
On the remote control box there are three terminals. The smaller one with the two wires have an antennae wire and a ground wire. The antennae wire should not be damaged and should not be wrapped around other wires. The other ground wire should be properly grounded to the vehicle chassis. The shop should check this wire for continuity.

Also the valve setting might be off. The controller can be set for two types of valves. I will forward you the manual. If you can supply me with the shops e-mail I will gladly send the manual to them as well.

The vacuum lines could be pinched or blocked in some way.

The plugs or terminals that fits into your original solenoids may not be pushed in all the way. These two solenoids sit in the middle, behind the rear bumper, under the airbox.

The valves on the exhaust can be checked by attaching a small piece of vacuum hose to the nipple and then applying suction. Either a vacuum pump or even by mouth. This will make sure that the exhaust valves are good.

I do hope this solves the problem. Please keep me informed so that we can resolve this soon as possible.

Best regards
------------------------------------------------------

3. Following this reply, several additional emails were exchanged with this individual that same day as well as the next (Sunday).
He put us in direct contact with the Ferrari dealer and shortly thereafter, we were able to diagnostic that the valves needed replacements.
Antonio Capristo has been acting swiftly to have them exchanged, at no cost to the customer. Problem resolved!

So... please, explain to us, how CAPRISTO in general (USA and Germany) did not provide "proper" support to this person? (and on a weekend on top of things...)...

4. When this gentleman contacted CAPRISTO USA, we asked him where did he purchased his exhaust and did he have the proof of purchase.
He stated to us that he did purchase the exhaust thru a "3rd" party and that "3rd party" could not provide the proof of purchase, and would be charging him to "intervene" with CAPRISTO in this "warranty related" matter... (This is what started everything as he clearly stated in an email, he was concerned of being "screwed"...)

In conclusion,
1. Make sure you place your purchases from an authorized CAPRISTO Dealer, or directly from CAPRISTO. This will ensure a prompt and swift resolution of a problem should it arise.

2. When you contact CAPRISTO, allow 24 to 48 hours to get a reply (especially when sending us a request after business hours and/or on weekends) before posting something negative

3. WE ARE ALWAYS WORKING WITH OUR CUSTOMERS TO RESOLVE ISSUES when they arise, and WE ARE ALWAYS STANDING behind our products.

4. DON'T START BLAMING CAPRISTO or its products if the "3rd party" where you purchase your CAPRISTO product is un-willing to help you, or wants to charge you more $$$ for something that is covered under CAPRISTO's warranty.

5. Before leaving or posting such an unnecessary negative thread, at least wait for the outcome. If CAPRISTO drops the ball, then yes... I will understand. But this...!!! Pathetic!

We do appreciate the comments left by "-CD-" & "Gasterus", "RBK".

Thank you to all

Denis - CAPRISTO USA

 

Denis...this sounds like excellent customer service. This thread should be removed IMHO.

 

Although it may be time to close this thread, you last post is fitting. At the end of the day I believe both your sincerety and the good work done by Capristo. No thread is a waste. For me, I was surprised to learn that Capristo allows a two week "trial", very unusual in my experience for a product that becomes "used". Enjoy your car and sounds. Best


QUOTE=KSA_ITALIA;141499825]Dear all, before any thing i have to thanks and apretiate all capristo stuff in USA.
While I was very anger from capristo when they replied asking for purchasing documents which I do not have, it was my fault not to understand what they are looking for.
As a matter of fact and because they send me the parts but I have to say I never ever deal with professional people like Capristo.
I swear to god that they was more than professional and they care about me starting from Denis, Antonio, Martin and John.
I’m sorry for any inconvenience caused to you and ask you to accept our apology for that.
It’s not a shame to say that It was my mistake but the shame it to keep quiet and not to tell the truth
Really i surprised how this people proffesional.
Parts sent to me with communecations less than 48 hours.
if the forum Mangment can adjust the name of this thread to:
This is how big companies care about there customers.[/QUOTE]

 

This is wake up call to everyone on forums. The subject line being negative attracted a lot views. It could have pushed the Google search results high enough and then more people would click through to read negative comments.

I feel for Capristo as I am a vendor in a different industry. I actually hired a person and an outside agency to "police" the web and look for inflammatory comments about our product. The outcome, unfortunately, is that these costs inevitably get pushed down to the consumer.

We need to police ourselves, let's not start any thread that is a threat.