My experience with Massive
Hi guys, not sure if this is the right place to put this, but give it a shot anyways.
I had ordered a set of the 9mm spark plug wires for my SVTF a couple of weeks ago. The order was processed and shipped rather quick, and I had my wires a few days later. When I went to put them on, I noticed that the coil ends didn't look quite right. I ordered the stock ends, but these were most definitely the MSD ends.
The next business day, I gave Massive a call to see how to proceed. I spoke with a gentleman (Mark/ Mike, perhaps?) who looked up my order and said that I had ordered the right wires, but for some reason was sent the wrong ones. Things happen, I understand completely. The next thing really surprised me. The man on the phone says "I really apologize for the mix up, I'll get you taken care of. I'll send a UPS label with a driver to pickup the wrong wires and we'll send out the right ones right away". About 5 business days later (I called back and Ingrid told me they were shipping from CA, so it might take a little longer), I received the correct wires.
I work for a business which caters to high-end and often needy clients. Our owner demands the highest of customer care for our patients and doctor-clients, so my standard expectation for businesses I personally deal with is (perhaps a bit skewed) high. When I dealt with Massive, I was FAR from disappointed, but rather impressed, despite the mistake. I honestly think that the true measure of customer service isn't how well you do your job normally, but how well you can handle abnormal situations.
Kudos to Massive for handling my orders with the highest standard of customer service, and a big thank you to Ingrid and Mark/Mike (the gentleman I initially spoke with).
BTW, the wires work great. Smooth idle, no misfires, SUPERIOR fit and finish, and overall, a high quality looking product.