UPR product failures after 500 miles

[Shaolin Crane]

Question is, if it was so noticable to the eye and there were multiple units on the shelf with the same problem why were they kept out there? Obviously it would have been noticed when it was made, did they just hope it would work and let the customer tell them there is a problem instead of testing their products on

 

[srtthis]

Question is, if it was so noticable to the eye and there were multiple units on the shelf with the same problem why were they kept out there? Obviously it would have been noticed when it was made, did they just hope it would work and let the customer tell them there is a problem instead of testing their products on

where does it say what is being done with the in stock units? this might be the first batch of bad ones and the first they have heard of the issue...

question for the guys at UPR... do you guys date stamp your products for when issues like this come up? you can do a lot with them tracking if you have a bad shipment of parts that come in.

 

[fiveohwblow]

where does it say what is being done with the in stock units? this might be the first batch of bad ones and the first they have heard of the issue...

question for the guys at UPR... do you guys date stamp your products for when issues like this come up? you can do a lot with them tracking if you have a bad shipment of parts that come in.

I think that might only be a food and drug requirement, and not automotive part manufacturing

 

[JEREMYUPR]

We did recently run out of the smog kits and a/c kits. We are fortunate enough to have pulled everything from our inventory. We would never let a customer find the problem, that is just simply ridiculous. By the time we send items back and forth under warranty we would lose our a??es. The issue is that the items in question assemble properly, and appear to be correct. However when the item spins at roughly 5-6k rpm it does not perform like it should. Unfortunately we do not test these items on engines every time we build a new batch. I think someone else pointed to the fact that the food and drug items are always tested. I can assure you that like anyone else we are always learning. We will never make this mistake again. I have put a new checkpoint for hardware in place and we will stick to it. I also might add that contrary to popular belief I enjoy forums like this. Why you say? How could anyone like being bashed or have their problems made public. IT MAKES US BETTER! At times I wish we would receive more feed back on our items good or bad, most of the customers that have issues never call or email. I think they are under the impression that we would ignore them and not make good on our claims. UPR started as some racers spent years installing parts that did not fit or just did not perform the way they were supposed to. We will NOT allow that, yes we are human and we do make mistakes--but we do our very best to correct them. I even remember when I was first hired, I warrantied another companies caster camber plates because they refused to stand behind their product--fine print LOL. I received the other companies broken plates and examined the faults and added it to our NOT to do list!

 

[fiveohwblow]

We did recently run out of the smog kits and a/c kits. We are fortunate enough to have pulled everything from our inventory. We would never let a customer find the problem, that is just simply ridiculous. By the time we send items back and forth under warranty we would lose our a??es. The issue is that the items in question assemble properly, and appear to be correct. However when the item spins at roughly 5-6k rpm it does not perform like it should. Unfortunately we do not test these items on engines every time we build a new batch. I think someone else pointed to the fact that the food and drug items are always tested. I can assure you that like anyone else we are always learning. We will never make this mistake again. I have put a new checkpoint for hardware in place and we will stick to it. I also might add that contrary to popular belief I enjoy forums like this. Why you say? How could anyone like being bashed or have their problems made public. IT MAKES US BETTER! At times I wish we would receive more feed back on our items good or bad, most of the customers that have issues never call or email. I think they are under the impression that we would ignore them and not make good on our claims. UPR started as some racers spent years installing parts that did not fit or just did not perform the way they were supposed to. We will NOT allow that, yes we are human and we do make mistakes--but we do our very best to correct them. I even remember when I was first hired, I warrantied another companies caster camber plates because they refused to stand behind their product--fine print LOL. I received the other companies broken plates and examined the faults and added it to our NOT to do list!

I have zero experience with your products Jeremy, but I will say this. I appreciate your calm cadence in dealing with this, and it is attitudes like yours alone that can make a company survive. Keep up the good work, and the reputation will follow. Its that simple

 

[JEREMYUPR]

As far as the date stamp question--we do track our items.
Our assembly staff is assigned a personalized number. We tracked the assembler number which is on each box and than back tracked to the date of assembly. So difficult but it allows us to track the items being built and we can also target the exact person that did the assemble and correct whatever mistakes were made as well as prevent new ones.

 

[JEREMYUPR]

As a manager, it is my duty/job to treat every claim with the same level of importance. The progress made with keeping this in mind is unbelievable. Funny, well not too funny, I am going through a divorce as we speak, it is amazing what would happen in the world if people/companies would just stop and listen to each other. Just another lesson learned over the years.

Posted in our sales office:


Rule #1
The customer is always right.
Rule #2
When the customer is wrong refer back to rule #1.

Simple yet effective.

 

[Shaolin Crane]

GENTLEMEN easy easy!

I will respond as best I can to all of the questions. How do I view our quality versus MM or any other. I view MM as one of the best in the industry at what they try to achieve. I also view UPR as one if the best as well. I will try to explain myself quickly and easily. Mickey Thompson makes lightweight wheels. BBS makes lightweight wheels. Both are great companies with a great product. MM's k member or business in general is geared towards handling. UPR has been mostly geared towards drag racing or traffic light to traffic light racing. The MM kit is awesome and it will stand up to all of the abuse that road racing puts out. The UPR kit is less than half the weight and is what us drag racers need/want.

I have to leave to pick up my little guy from school! I will be back on here shortly!
Once again thanks to stang net for allowing both sides to have a place to debate.

So you're saying you condone street racing?
Also are you saying that your suspension components will outperform MM components for drag racing?

 

[Kdubslugga]

So you're saying you condone street racing?
Also are you saying that your suspension components will outperform MM components for drag racing?

Yes because we know you've never street raced!!! Come on dude really?

 

[JEREMYUPR]

Funny guy!

Where did I say I condone street racing, because my customers are stop light warriors?? I DO NOT CONDONE STREET RACING!

As far as the outperform comment--kind of an awkward comment. Our kit would easily outperform the MM kit in a drag race--that is simple. We are a lot lighter. The k member does not perform much in a drag race--it must simply be made of a strong material like chrome moly, and tig welded like we do. Of course we are also assuming the geometry is correct as well. The k member does not play a big role in performance numbers at the drag strip other than the weight factor.

 

[JEREMYUPR]

Yes because we know you've never street raced!!! Come on dude really?

This was kinda funny, but I didn't see any smiley faces so I answered it seriously. Keep in mind you can be considered a street racer by yourself. I have a customer that had his car taken for leaving a traffic light with the wheels up

 

[fiveohwblow]

If we focus on this street racing topic this thread is very likely to be doomed and get shut down. So far this has been one of the healthiest debates I have yet to see a manufacturer involved in. I guess in short I am requesting we dont get this thread locked.

 

[Shaolin Crane]

I'm smiley ignorant, it was a joke, people who know me would understand

 

[Shaolin Crane]

Funny guy!

Where did I say I condone street racing, because my customers are stop light warriors?? I DO NOT CONDONE STREET RACING!

As far as the outperform comment--kind of an awkward comment. Our kit would easily outperform the MM kit in a drag race--that is simple. We are a lot lighter. The k member does not perform much in a drag race--it must simply be made of a strong material like chrome moly, and tig welded like we do. Of course we are also assuming the geometry is correct as well. The k member does not play a big role in performance numbers at the drag strip other than the weight factor.

Where did i compare k-members? I asked about components.

 

[fiveohwblow]

I'm smiley ignorant, it was a joke, people who know me would understand

Not funny

























ok a little.







I just might have had a heads up

 

[BK_CAULEY]

After two times my question is still ignored.

 

[281pony]

damn this blew up..

let me say that i did talk to jeremy today on the phone. he was really helpful and proceeded to do everything he could to mend the situation. putting this bluntly, there was and is an issue with my current parts.

he is willing to; and is going above and beyond to fix the issue for me. i could have called there sooner then i did, but email was much more convenient for me. there was some communication issues with my email, so this got brought here by me when i got no reply.

all in all, he handled the situation very well. offered to refund my cost for the bearings, refund for the parts, whatever would make it right. this would have been an issue for alot more people, so if anything im still glad it might save other people from headaches.

im much closer to a happy customer. just need the new revised parts and i'm there hopefully this can help all parties when the dust settles. i dont have anymore hard feelings after speaking to him and having my issues acknowledged and addressed.

 

[2000xp8]

After two times my question is still ignored.

It's probably not going to get answered.
There are only two ways for it to go, neither very good.
A. They lie, but we already know the truth.
B. They admit it, which would open the door for a lawsuit.

Me personally from a customer service standpoint, i would have pm'ed the original poster, fixed his issue. 281 would have probably posted an update, likely ending this thread days ago.

Now their on the line to answer your question, but realistically can't.

 

[Shaolin Crane]

After two times my question is still ignored.

Same as mine

It's probably not going to get answered.
There are only two ways for it to go, neither very good.
A. They lie, but we already know the truth.
B. They admit it, which would open the door for a lawsuit.

Me personally from a customer service standpoint, i would have pm'ed the original poster, fixed his issue. 281 would have probably posted an update, likely ending this thread days ago.

Now their on the line to answer your question, but realistically can't.

+1

 

[fiveohwblow]

Bk if you're referring to your question regarding stealing other peoples designs it was answered in great length. Go back and check out Jeremys post.

"I do appreciate the interest as to your reference to our copying of product. This is an argument I can make, however I am not sure there will be a winner.

You call it copying, and yes you are entitled to that. We call it helping the customer. I will use a certain part as an example.

We watched as another company produced a billet rear end cover for an 8.8. They charged $499 for the product. Was this a copy of all of the companies that already produced this out of cast aluminum--somewhat. The idea was to cover and strengthen the rear. The design or appearance was not the same, although it still performed the same function. We took 3 cast covers and found the good and the bad on all of them. We then did a prototype out of billet based on these 3 cast covers. Ours looks nothing like the other billet one, however we were amazed at how many they sold at $499 when they purchase the material from the same suppliers as we do--our price was $299. Yes both companies used someone else's idea on how to cover and support the rear end, however we did not gouge our customers.

When it was time for me to re-do the k member kit years back I purchase every companies kit that I could think of. All of them were installed on my 40k 1993 mustang gt. We found some good and some bad on all. We decided to use the best features of some and add to that. We also have huge buying power for the material, therefore we pass the discount along to our customers.

Fire back just keep it fair and "PG""