SuperXRAY,
I am sorry that it has taken so long for you to receive your replacement gear. In the initial call, we told you we would need to verify the serial number to determine the origin of the kit, standard practice for RCA and XRAY. The replacement was sent out the following day to your address. Obviously, the package never made it to you, which you conveyed on your last phone call. We investigated with our shipping company to see where the package was, which is unfortunately not always a swift process. As they could not resolve the problem for us, we are shipping another gear to you.
As far as priorities within our organization, most of our team drivers would probably let you know that they are not our priority. If fact, many times our drivers are waiting for new parts longer than customers since we ship out to our dealers first. We are actually trying to improve that so that our factory drivers have an opportunity to experiment with the new components first and provide more helpful feedback to our customers on how to use their new tuning options. We do take good care of our drivers, but not at the expense of our dealers/customers. We are quite aware that our XRAY customers will provide the foundation for our growth as a company.
Your replacement gear is on its way, (again
), you will have it tomorrow. We do value all of our customers, especially loyal XRAY drivers such as yourself, and we hope that RCA is not a reason for someone to look at other brands. While no one likes to read bad things about themselves on the internet, we do appreciate all feedback, whether positive or negative, so we can continue to improve as a company. Feel free to contact me if you have any other concerns about the package or our customer service operations.
Bryan Chadee
RC America - Customer Service
214-744-2400