Friends and neighbors, please read closely, as what I'm about to relate is rather sad,
as I have received good service from this company prior to my order for Rotex Gold Brake
Pads from TVTDesign.

Having observed a instrument panel light which indicates that my brake pads need
service, I checked with my service center regarding replacements. After hearing their
price, just for the pads, I decided it was time to put on some Rotex Gold pads. Hunting
around, I saw the threads relating to this, and noted TVTDesign's response in those
threads that they had these in stock. So, I ordered through the web site. All was good.

Well, I received the delivery today. When I opened the shipping box, I was rather dismayed
to find one Rotex Gold box containing 4 smallish brake pads, and 4 loose largish brake
pads in the primary shipping box. Also found was a large roller (looks like it may be
from a boat trailer). So, wondering if there had been some mix up (as there had been
with the SprintBooster), I called TVTDesign to inquire, as I had expected new brake
pads and what was sent appeared to have been mounted on some vehicle previously.

The call went like this (paraphrased, but accurate in substance):

ME> I'm a little concerned that I may have received used parts, as 4 pads are loose
in the big shipping box, and there is only a single Rotex Gold box with 4 small
pads.

Anthony> No, you got new parts. That is just how Rotex is shipping them now.

ME> Really, I had thought that new parts would come in new boxes?

Anthony> No, Rotex only puts the rear pads in their box, and ships the front pads
loose.

ME> OK, but these look like they have been previously mounted, they are quite scratched
up on the back side and I see what looks like rotor marks on the front side. Do you
inspect the parts before shipping them out when they arrive like this?

Anthony> No. Those have never been mounted on a car before. In fact, I am the only
one here who handles these parts, and I put the rear pad box into the big
box that held the loose front pads.

ME> Could they have been previously shipped to another customer who returned them?

Anthony> No, these are new parts.

ME> One other thing, in the big box, there was what appears to be a roller of some sort.
Do you know what this is for?

Anthony> No, no idea what it is. Never saw that. Perhaps it was there from Rotex.

ME> You said you placed the front pads in the big box with the rear pads and that you
inspected the shipment before sending it to me. How did you miss this roller? It
is about 4" long, 3" in diameter and is dirty yellow. Looks like maybe a roller from
a boat trailer.

Anthony> Well, maybe you put it in there?

ME> Huh?? What are you talking about? Why would I put that in there?

Anthony> I don't know, but if you are going to accuse me of sending you used parts then
I'm going to say you put the roller in the box?

ME> Huh?? What? Dude, I'm sending these back, they look used and have lots of brake
dust on them. My hands are turning black from handling the pads.

Anthony> Go ahead, send them back. I don't care.

OH, and he hung up on me twice. The first time, he called back and stated that we must
have got disconnected. I was willing to let that be, but then he hung up on me again.
I've done business with Anthony before, and he was quite the nice guy regarding the mix
up on the Sprintbooster, and go the right one to me rather quickly, so I was really surprised
that he would take this stance.

Unfortunately, my car will now be down for another week while I send these back and try
to find another vendor for the Rotex Gold pads. I know there is AAA(whatever) in North
Carolina, but they don't take credit or Paypal, so I'll probably have to send them a check,
which will mean even longer delays. BTW, there are other reasons for the car to be off
the road right now (in the interest of full disclosure), as it gave me a CEL last week and
I'm waiting for the brake pads before I take it to the shop. Why make multiple visits to
the service center.

If anyone would like to offer advice, I would be glad to have it. I don't want to accept
something that is not as it was supposed to be, but the SRT has been down for a week
already. Take a look at the picks and let me know if you think I'm over reacting, or if
you would accept this shipment.

Here are some picture of what I received in the box from TVTDesign:

 

Coyote,

I hate to say when I bought mine from Brakeworld? ...been a while but the carton was all beat up and the pads bounced around within the carton causing the same marks all ofer the pads. To me, they do not look like they were installed. Can't explain the extra piece though.

Steve

 

That's also how mine looked from buybrakes.com - but the fronts came in a separate Rotex box from the rears.

They looked a little scratched from being shipped without being wrapped. but were not damaged and have worked great.

Not sure what that roller is???

Never purchased anything from TVT - so thanks for the 411

 

Well I'm pretty sure I know what the cylinder is; it looks like a roller for a walk-behind hydraulic pallet jack or fork lift (and the label says Cat lift trucks).

The brake pads might look used because they've been banging around against each other in the box, and you're hands will turn black from handling new pads. It doesn't sound like they were packaged in a cautious manner, though.

 

LOL at the roller.

Kinda a shitty deal, hard to tell from the pics, they pads look fine for use, but I guess Id expect wrapped pads also.

 

Well, I think you have every right to send it back. Even if they were not used. The extra piece in there would definitely cause some concern as well. I never bought the Rotex Gold pads before, but I do not think anyone should take it personally if a customer wants to send something back... business is business. Should have just offered to accept the return and send another set of pads...

 

When I ordered from brakeworld.com, mine were loose in the box as well and a little scratched up but worked fine! They do not look like they have been installed to me.

 

Gosh Guys! Haven't you all ever watched the Flintstones. That's his front wheel. He's always dragging his heels for breaking! Fred's the one with a really bad brake dust problem. Don

 

pads look ok, kind of concerned how the phone call went down, maybe just caught Anthony on a bad day. Hopefully he will give some input and the can get squared away

 

I can attest to never seeing the cylinder piece before.

I'm not going to even comment on the paraphrased dialogue that is above. That is not at all how it went, and I can understand the OP is trying to make himself sound right.

The pads were not used. I'm the only one that works in the company, thus the only person touching the boxes. I explained the Rotex does not use the black and gold boxes for their pads anymore. I explained I put the rears in the front box and shipped in one package. I offered a refund.

I got a little defensive when I'm accused of ripping a customer off by selling them used parts, and then have them challenge that I'm the only one touching the boxes by saying they found an extra piece in the box. I wish he would've said that in the first part of the conversation and not after goading me about how I'm not the only person touching the box at our shop. After several "I am the only person" then the extra piece was mentioned.

Please send them back.

I'm sure there are 100's of customers that can attest to my customer service and quality of parts delivered.

And yes you got me on a bad day, not an excuse just throwing it out there.

 

That's a stand up guy, TVT!!

I would suggest a little investment in bubble wrap - obviously none of the other online brake companies that we ordered the Rotex pads from took the time..

Protect them like "GOLD"

I doubt Coyote would make sh*t up - so offering his money back is the right thing to do IMO...

 

My Experience On a Thursday evening....


Me: My IC Pump has been acting up for months now and my two local ChryslerTards can't help and I want this back to normal ASAP. I also have no idea how to install this thing and live in the NY/NJ area.


Anthony: That sucks man. I can overnight a pump and install it on Saturday if you want, will that work for you?


Me: Holy **** that would be freaking awesome, Thank you.

Anthony: Sure

Me: Thanks Again.....





Come Saturday.

Me: Hi it's me nice to meet you


Anthony: Hello nice to meet you too, here is your pump let me install this.


Me: Thanks, sounds good, is there anything I can do to help?


Anthony: Nah, I got it........




A wee bit later.

Anthony: It's done.

Me: Thank you so much, drove my car away and it was off with a blast.


Best customer service I have dealt with. I called him with some stupid questions after and he was nice and didn't make me feel like a dumbass even though I was asking dumb questions.

All this being my first dealings with TVT. Anything I need now will be TVT.
Just my personal experience.

 

Talk about, "the OP is trying to make himself sound right". As Hook said, in the movie of the
same name, "Me, lie? Never! The truth is too much fun". I related that conversation to the best
of my recollection. Though paraphrased, it covers the content and order of the conversation
quite well. I will admit to having omitted explicit reference to your offer of a refund, but it was
implied where I stated you had said to "send them back".

As for accusing you of ripping me off, though that may have been implied when I insisted that
these appeared to have been previously mounted, I never uttered those words. However, your
quick fuse and poor attitude right off the bat left me feeling that you were trying to pull a con,
and that caught you were trying to bluster your way out. Curt, short, and antagonistic were
your words and attitude from the very first mention of my concerns. Had you taken some time
and been more friendly, then perhaps you could have convinced me to keep them, but you said
if I wanted to complain, to take it to the forum. So, I did.

It seems now that perhaps Rotex is a crappy packager, as others here has indicated they had
received their product from other vendors in the same or similar fashion. Personally, if you had
not hit me with such crummy customer service, I would be inclined to keep these. However, in
good conscience I cannot support a company (sole proprietor or not) who evinces such disdain
for their customers satisfaction.

As for the roller, or whatever it is, it arrived in the box with the rest of the parts. Whether you knew
it was there or not, only you know. But accusing me of putting it in there is downright insane. On
reflection, it does not make sense that you would put something as heavy in the box, knowingly,
as it is quite heavy and would probably cause the shipping charges to be higher (and you did
give free shipping). However, you have already displayed poor judgment by choosing to deal
with a concerned customer in such a fashion, so maybe you did know it was there. Sorry, I do
have a few odds and ends laying around, but I've never had such a roller in my possession
before.

Now, perhaps you should take this advice. Develop the maturity necessary to not become flustered
and discombobulated when braced by a concerned customer with questions. Learn how to deal
with the public, or you won't need to close your business as the lack of customers will do that for
you. And remember, it is only a bad day when you forget that the customer is your reason for
being there.

Coyote (still perturbed at being hung up on, twice)

 

The three rules of business

1) the customer is always right

2) always take care of the customer

3) or someone else will

 

Yea, Rotex has been raising their prices and lowering their quality, on packaging at least. Our prices raised 18% last month. When they come to me they are all scratched up already. I've inquired Rotex about this and it is basically just from the shipment.

I would assume the roller got there from Rotex and was hidden under one of the Front pads. I think anytime you get the parts you want AND an extra part, you should be happy and consider it a gift.

Anyway, I agree I was quick to get upset but only because I don't like my honesty to be constantly tried. 20 mins of interrogation would **** anybody off.

 

I really wish that this were the experience I had. In fact, it is very similar to that which I received
from Anthony when I ordered the Sprintbooster and the wrong version was delivered. Anthony
was quite pleasant and answered my many questions regarding the different version numbers
that were being tossed around and which was correct for which application. That, too was my
first dealing with TVT, and the reason I jumped on their website to order when I was looking at
the Rotex Gold brake pads.

So, I was totally surprised when he came across with the bad attitude and the brush off. That
was my second dealing with TVT, and I don't think there will be a third. Unless I were to get
an apology, which I do not think is likely. Bad day or not, you don't crap on the customer.

Coyote

 

For the sake of accuracy, our conversation lasted 5 minutes before you hung up on me the
first time, and less than 4 minutes before you hung up on me a second time. Call length was
less than 10 minutes according to my phone log, between the two calls. I understand I can be
a bit of a pain in the a** sometimes, but I've never been hung up on by the same person twice
in less than 10 minutes before.

Listen, when you put the product up on your web site, it showed nice oem boxes. Both for front
and rear sets, and the rear pad picture does no look like the actual product. In fact, it looks like
the same picture is used for both products. So, when I opened the primary shipping carton and
found 4 loose brake pads that looked like those in the picture and a single Rotex box that had
pads that didn't look like those in the picture on your website.

So, I've been buying stuff on the internet for 15 years or better. In that time I've had the wrong
parts shipped by mistake, and I've had people who were trying to sell used as new. In this case
my first assumption was a mistake in shipping. That changed when my first question was
met with a hostile attitude and a hang up while I was describing the product as received. So,
yeah, I was a bit more irritated when you called back and probably pressed my case with more
vigor than I would have if I'd been met with a helpful attitude. So, yeah, my experience and your
attitude lead me to believe you were trying to get rid of lay around (possibly lightly used) parts
by unloading them on some poor hick from Ga. The condition of the loose pads certainly seemed
to confirm that. You can't see it in the pictures, but there are marks, I wouldn't say grooves as
there is no depth to them, but they do kinda look like they've faced a rotor as these marks
extend from one side to the other in an arc and look like they could be caused by a rotor that
needs a little turning on the lathe. I guess they could be from the manufacturing process, but
I certainly know very little about how brake pads are produced and wouldn't know if they are
or are not an artifact of that process.

However, based on replies from others in this thread, I am lead to believe that this is normal
packaging for this product (sans the roller, wherever the hell that came from. And no, I only
consider it a plus when it is something I have a use for, when I get an "extra" part in a shipment).
And having received good counseling from my good Christian wife about anger management,
and that she will need her car next week (so I've got to get mine on this road this weekend), I
have decided to eat some crow and keep these pads. You can keep the money, of course.

However, I remain resolute when I tell you that you have lost a customer, as I will not do
business with TVT Design again. Oh, and maybe you should add a disclaimer to your page
for this product on your website which tells potential customers about what they can expect
when they open the shipping container.

Coyote

 

I think most people expect that when they buy a product it will be in some form of container. The fact that Rotex sends the pads out loose is rather disconcerting. I was looking at new pads(ones that dust much less), but after hearing about how the Rotex pads are shipped, I seriously doubt I will purchase theirs. I think maybe TVT should consider looking at providing alternatives and maybe drop Rotex. Quality is a perception when purchasing anything. This is why people are willing to pay higher prices for an item. The higher price means a perception of higher quality. Coyote, I think the pads look fine, I'm sure you will have many years of wear with these. Hope everyone can see the others perspective and maybe learn from this situation.

 

ROTEX is one of the best quality pads for our cars.....


It's like the quote from the movie Tommy Boy...

"Ted Nelson, Customer: But why do they put a guarantee on the box?
Tommy: Because they know all they sold ya was a guaranteed piece of ****. That's all it is, isn't it? Hey, if you want me to take a dump in a box and mark it guaranteed, I will. I got spare time. But for now, for your customer's sake, for your daughter's sake, ya might wanna think about buying a quality product from me."


You get the idea. There brake pads not Coach handbags or something....

 

Several folks here have reported the poor packaging of the Rotex pads on here over the last year. This is a poor practice on their part but the pads still work just fine. I took that into consideration when I was buying new rotors and pads and went with DiskItalia pads. All nicely shrink wrapped and in seperate boxes. We have lost of options for a low dust pad to choose from.

Coyote, sorry you feel like you didnt get what you expected. But the parts look fine and should work as expected. Use them and file the expierence for next time or return them to TVT and buy something else.

MikeR