CLOSED - The Retrofit Source GB

thanks!

 

I wonder where this legendary customer service I've been hearing about is? I was in on this last group buy, waited almost a month for my kit, went to install it and the stupid aluminum nut cross threaded on the reflector bowl. I emailed TRS and they said that since it was done during installation I would need to purchase a new bowl and nut for $20. No problem I responded that I would like to (they said they would send me a paypal invoice.) Fast forward 3 days with no response so I called to place the order, and the guy on the phone says he can't sell me one! So I've got a worthless reflector with no way to repair sitting here!

I searched the internet and found many people have had the same issues with the soft aluminum nut and now the ballasts are all not working properly either... Seems like TRS likes to let the end user do the final testing of their products for them...

End of rant

 

Every problem I have had through them has been corrected or addressed with 3-4 days, if anything was their fault I was overnighted new parts. Sucks you had a bad experience. But if you would've done your research prior to installation you probably would have been more cautious with your install... just saying Even with black friday sales and this huge problem they experienced I still get emails updating me on the problems and how they are addressing them

 

I did do my research and although I think using a cheap soft aluminum nut is a recipe for problems, I was willing to purchase a replacement, wasn't looking to get it for free. They state they can't sell me one! Not, we are temperarily out and will be able to get you one on (date to be determined.) He flat out said sorry, tough luck...

I knew the fanboys wouldn't like to see someone calling out TRS on their thread but I just want to caution future purchasers to take a look at the good AND the bad...

 

Did you tell them that they you have an email from them saying that they would sell you the parts you need?

 

yep, he responded saying the "owner" told him he couldn't sell me one. I can still use these like a FX-R retro and use bolts throught the mounting brackets on the reflector. Thats how I did my civic back in the day... but if I knew I was going to have to do it that way I would have bought a FX-R kit instead of the mini H1s

 

I would call again and ask maybe you'll get a different response. But if your going the fx-r route now, maybe it was meant to be. I mean the fx-r's are way better anyways

 

Haha I'm done wasting my time (and $$) with these guys I'll get these installed without their help lol

 

You know you can hate a company because of something like this but when your going the better route for projector its a win in my book.lol

 

I got two replacements and they both were bad.

 

Yes, we unfortunately do not have any reflector bowls to sell. We're working to get more but we have been out for a month now and our massive shipment did not have replacements as anticipated.

We do spin the nuts here to ensure they spin freely, so I assure you we would've caught it if there were issues with the threading. Obviously humans make errors, but these are checked by two individuals, so the odds that it got through both persons is very slim.

We certainly don't want you disappointed, but if this is the only way you can mount the bowl, we can place you on backorder for one to get it as soon as possible. There aren't any other direct replacements we have for these either, unfortunately.

Sorry for any inconveniences here!

 

I have decided to return my unit to TRS.

The inch and half gap in the shroud is expected and the missing parts are "we are only human and make mistakes". TRS maintains that all units have been tested however my projector needs to be bent per TRS.

good luck everyone and thanks for the help.

MITO

Caveat emptor

 

Don't see the guys at TRS not selling you a spare part, something is or was lost in translation.

Edit: Andrew just responded didn't see that.

 

I'm sorry for any confusion here as I'll do anything I can to resolve these issues.

What exactly needs to be bent on the projector?

We do bench test every single unit here, inspect, and adjust as needed before shipping them out.

In regards to the Gatling Gun shrouds, they do recess the projector further down in them, and why I don't particularly like them myself:



If you would like a different shroud instead, I have zero problems sending you a different type on us.

Please email me directly at andrew@theretrofitsource.com so I can resolve these issues and take care of you to your satisfaction.

 

Seems like some people didn't do their homework for these and are just pitching a fit about it it. TRS bends over backwards giving us a great discount and outstanding customer service.

 

I am still waiting on my correct shroud...... after communicating to them for weeks.

I think their problem is, having DIFFERENT people reading emails each time. And that new person that is reading have NO IDEA what is happening lol

They respond to me 1 email per day

 

Have you tried calling?

 

yup this is my first time doing a retrofit and first time dealing with TRS. I have to say I've spent about 2 hrs just watching install videos, read and ready for another 5 hours about retrofitting here and on hidplanet so I kinda knew what to expect( the good and the bad)

from my experience:
1. yes, I have ballasts issues like a lot of people and its very frustrating spending more money on a quality product but getting bad ballasts in return. but they are replacing with the newly designed ballasts. theres a few weeks of wait but it is what it is, nothing I can do about that. yes, im annoyed and disappointed but that wont get the ballasts here any sooner so I have no choice.

2. I was aware of the cutoff not going to be perfect unless I trim or modify the adapter plate for my 2013. And that's what I did. So my cutoff came out pretty good

3. I asked Andrew the first time I called trs which shroud he recommends that will involve the least modification if any, and he said "either Apollo or Orbit". So I chose the orbit and did not have any problem. very easy install.

4. they sent me the wrong D2S ballast for my H1. I was pissed. but Matt replied to my email (thanksgiving day) and sent me the correct H1 the next day.

4. every time, ive called someone answered my call. everytime I email Andrew or Matt, I get a reply. (this is of course before their big black Friday sale)

5. Grade wise= I'll give them a C - or incomplete. Once I get the revised ballasts and they work like theyre suppose to, ill probably give them a B-/C+. Some of the mistakes could have been easily prevented. Im sure they've learned a lot from this ordeal and I hope that equals to better "products" for us, the consumer.

just my 2 cents!

 

Got the Flu, can't even talk

 

It's not that we have no idea what's going on when we reach an email, it's that we need to clarify to make sure anyone who reads it knows 100% what the issue is and how to resolve it. If you can call us we can clear it up all in one short phone call.

For perspective, we've answered approximately 1,400 emails in the past three days. In my personal inbox, I generally only speak to wholesalers so I have been focusing on the main inbox.

The ballast issue really took us by surprise, and we have a small batch of 1,500 pieces coming to us next week followed by another 28,500! after that to the new specifications. We're using the small batch to test and ensure they're perfect before we get the massive order in and replace all inventory we have here.

If you got a ballast that was the wrong type, it's likely our supplier boxed it incorrectly as we literally go from case to shelf with ballasts (honestly). The failure rate is normally about 1/350 so we don't think it's necessarily productive to test every single ballast (until we faced this silly issue we currently are dealing with). If it was a bad request for a replacement, that's likely just human error, which admittedly does happen considering the quantity of people we speak to--we do try to make every attempt at perfection.