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| - About a year ago I purchased a TKO600 Coyote swap transmission kit through my builder from AMP Performance in Arizona. Fast forward many months later to the end of the build process and it is time to add fluids and start the car for the first time. From the moment the transmission was filled with the Amsoil from the kit, it leaked constantly. I contacted AMP and they said that it was most likely from the front bearing retainer and that we should remove the transmission from the vehicle and replace the sealant that was used by Tremec. Well...on this car, that's not easy since it has a TCI Torque-Arm rear suspension installed. The labor to remove the exhaust, lower the suspension and remove the transmission is ~4 hours for two people...not including the re-install. Long story boring, this was finally done and my builder got the transmission out of the car. He photographed it, sent me the pictures, cleaned it up and reinstalled everything. My builder noticed in that process that there wasn't any sealant on the bearing retainer...AT ALL! I called AMP to ask why and I talked to Chris. I sent Chris the pictures my builder had sent me and he almost immediately accused us of modifying the transmission and replacing the front bearing retainer with an aftermarket bearing retainer. Chris then handed my call over to Joe who told me his technicians NEVER make mistakes and wouldn't miss something as simple as sealant. I have to ask, are his people robots, or are they human? Humans can and do make mistakes.
Now let me back up a moment... We did not set out on this leak fix project to prove anything wrong, but to fix a leak. A couple pictures were taken, and the transmission was sealed up and reinstalled in the vehicle. Lift space at my builder's shop is at a premium, and he can't let things sit around for days. Back to the story...
Chris asked for a picture of the back of the bearing retainer after the accusation had been levelled about it being aftermarket and installed by my builder. This was unfortunately something that had not been taken prior to the transmission being reassembled with new sealant in place. Like I said, the leak was the objective, not forensics. My builder told Chris he didn't have that picture last night. This morning, Tom called my builder and apologized for the mistakes (Great! We're making progress!) and the accusation that the retainer was aftermarket. He said the retainer was the correct one, and is part of the hydraulic throwout bearing assembly that AMP installed. Tom told my builder he was really sorry that they had screwed up and would cover the labor for the removal and install to fix the leak they had caused...IF...my builder could furnish a picture of the back of the bearing retainer. Tom knew we didn't have that picture, and it's needless to say they are not covering the labor and now I am paying the price. It is a slap in the face to knowingly require something that the person doesn't have as a condition of reimbursement.
I firmly believe that customer service is not how you treat someone when everything goes well and there are no problems; anyone can do that! How you treat a customer when things go wrong is when you can shine and here is where AMP has failed. They have thrown away many years of a good business relationship with my builder and any future business i may have had with them. They have also tarnished their reputation over a few hundred dollars in labor costs over what they admitted was their error.
Thanks AMP Performance, I'll let everyone I can know just how great your customer service is.
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