Amazing customer service experience with VOSSEN wheels.
11-19-11 | 11:54 PM
#1
Thread Starter
Lexus Fanatic
Joined: Sep 2007
Posts: 22,608
Likes: 102
From: Waiting for next track day
Amazing customer service experience with VOSSEN wheels.
About 12 months ago I bought a set of Vossen VVS082 wheels for my Lexus LS460. When I initially had the wheels installed I noticed some vibration 
. I returned to have the wheels and tires rebalanced. Long story short, after 4 visits to the shop for rebalances the car was still vibrating. I then decided to take the car to discount tire to see what they could find. After balancing the wheels twice the car was still vibrating. At this point I was frustrated and figured that there had to be an issue with the wheels themselves. After a couple of experiments with swapping to oem wheels, trying Michelin Pilot sport tires and the current Pirelli tires, and even trying the wheels from a friends car the results still pointed to towards the wheels. At this point I contacted VOSSEN wheels. I spoke to a very nice and very professional gentleman named Leo. He assured me from the first time that I called them that they would help resolve the problem 100%. I was told to take my car to a shop near my house to have the wheels evaluated. Leo from Vossen called himself and spoke to the manager of the tire shop to let him know what he wanted evaluated and that VOSSEN would be paying for the work required to do the evaluation ( full match balance , dismounting, and remounting. Not saying that they will do this for every case but still impressive nonetheless ). After the evaluation the tech at the shop noted that two of the wheels had a slight wobble. To confirm it was the wheels and not the tires we rebalanced the stocks and remounted them and the vibration was gone. At this point the manager from my Shop in AZ called Leo on a Saturday afternoon (about 4:30 pm in Florida) and yet again Leo from VOSSEN answered his phone immediately. The manager told him that we isolated the vibration to the two rear wheels. Leo at VOSSEN then told the manager that two brand new wheels will be shipped out immediately to the tire shop. 
I had to say I was blown away at the level of customer service from Vossen wheels. I don't remember ever hearing about a wheel company or many other companies that go this far to take care of its customers and to stand behind their product. After a year of rebalancing and trying to figure out where the issue was it was a great relief to have VOSSEN step up and really take care of their customers. The other thing that really impressed me during the couple of weeks of phone calls and emails was how reachable the VOSSEN team was. If I called them on a Sunday Leo would answer. If I sent him a text at 12:30 am (2:30 am Florida time) before I went to bed ad he would reply immediately. If I called him on a Friday night at 8:00 p.m to leave a voicemail he would answer. I even emailed Mike from Vossen to let him know what was going on and he replied back very quickly to help me even while he was busy at SEMA. I have had issues with wheel companies in the past ( Asanti and Sevas) and they were either not willing to stand behind their products (Asanti built me out of round wheels they refused to take back) or were just simply unreachable ( Sevas ). Not VOSSEN. They were there every step of the way. In a market where wheel companies are fading and dying VOSSEN is expanding and making a name for themselves and I just want to let everyone know that it goes beyond their marketing and videos on you tube. As fresh and modern as their marketing approach is they still take the old fashioned "stand behind your products" attitude. It was refreshing to have a problem with a product and to get this level of customer service and support. I will be sticking with VOSSEN wheels in the future. In my mind I now look at VOSSEN like Lexus. They pursue perfection in their designs, make a beautiful high quality product, but most of all you buy it because of the amazing customer service.
. I returned to have the wheels and tires rebalanced. Long story short, after 4 visits to the shop for rebalances the car was still vibrating. I then decided to take the car to discount tire to see what they could find. After balancing the wheels twice the car was still vibrating. At this point I was frustrated and figured that there had to be an issue with the wheels themselves. After a couple of experiments with swapping to oem wheels, trying Michelin Pilot sport tires and the current Pirelli tires, and even trying the wheels from a friends car the results still pointed to towards the wheels. At this point I contacted VOSSEN wheels. I spoke to a very nice and very professional gentleman named Leo. He assured me from the first time that I called them that they would help resolve the problem 100%. I was told to take my car to a shop near my house to have the wheels evaluated. Leo from Vossen called himself and spoke to the manager of the tire shop to let him know what he wanted evaluated and that VOSSEN would be paying for the work required to do the evaluation ( full match balance , dismounting, and remounting. Not saying that they will do this for every case but still impressive nonetheless ). After the evaluation the tech at the shop noted that two of the wheels had a slight wobble. To confirm it was the wheels and not the tires we rebalanced the stocks and remounted them and the vibration was gone. At this point the manager from my Shop in AZ called Leo on a Saturday afternoon (about 4:30 pm in Florida) and yet again Leo from VOSSEN answered his phone immediately. The manager told him that we isolated the vibration to the two rear wheels. Leo at VOSSEN then told the manager that two brand new wheels will be shipped out immediately to the tire shop. I had to say I was blown away at the level of customer service from Vossen wheels. I don't remember ever hearing about a wheel company or many other companies that go this far to take care of its customers and to stand behind their product. After a year of rebalancing and trying to figure out where the issue was it was a great relief to have VOSSEN step up and really take care of their customers. The other thing that really impressed me during the couple of weeks of phone calls and emails was how reachable the VOSSEN team was. If I called them on a Sunday Leo would answer. If I sent him a text at 12:30 am (2:30 am Florida time) before I went to bed ad he would reply immediately. If I called him on a Friday night at 8:00 p.m to leave a voicemail he would answer. I even emailed Mike from Vossen to let him know what was going on and he replied back very quickly to help me even while he was busy at SEMA. I have had issues with wheel companies in the past ( Asanti and Sevas) and they were either not willing to stand behind their products (Asanti built me out of round wheels they refused to take back) or were just simply unreachable ( Sevas ). Not VOSSEN. They were there every step of the way. In a market where wheel companies are fading and dying VOSSEN is expanding and making a name for themselves and I just want to let everyone know that it goes beyond their marketing and videos on you tube. As fresh and modern as their marketing approach is they still take the old fashioned "stand behind your products" attitude. It was refreshing to have a problem with a product and to get this level of customer service and support. I will be sticking with VOSSEN wheels in the future. In my mind I now look at VOSSEN like Lexus. They pursue perfection in their designs, make a beautiful high quality product, but most of all you buy it because of the amazing customer service.
Last edited by I8ABMR; 11-21-11 at 04:38 PM.
11-20-11 | 12:49 AM
#3
great story, i hope you get the vibration issue resolved soon, tammer
i have said it before and i will say it again. vossen is definitely doing something very right, looking at how much they have expanded the past 2 years
i have said it before and i will say it again. vossen is definitely doing something very right, looking at how much they have expanded the past 2 years
11-20-11 | 03:09 AM
#5
I met Leo when i received my Vossens and let me tell you that he is definitely on the ball when it comes to customer service and taking care of us. When i got the wheels installed he actually called the alignment shop and set up the appointment for me.. I didn't expect that at all. Normally a person would just tell you how to get there and send you on your way but Leo took it a step further and went above the norm.
That had to be my best customer service experience I ever had. No other shop gives this kind of treatment.
Its this type of service that gets repeat customers in the future.
That had to be my best customer service experience I ever had. No other shop gives this kind of treatment.
Its this type of service that gets repeat customers in the future.
11-20-11 | 07:01 PM
#7
Thread Starter
Lexus Fanatic
Joined: Sep 2007
Posts: 22,608
Likes: 102
From: Waiting for next track day
I met Leo when i received my Vossens and let me tell you that he is definitely on the ball when it comes to customer service and taking care of us. When i got the wheels installed he actually called the alignment shop and set up the appointment for me.. I didn't expect that at all. Normally a person would just tell you how to get there and send you on your way but Leo took it a step further and went above the norm.
That had to be my best customer service experience I ever had. No other shop gives this kind of treatment.
Its this type of service that gets repeat customers in the future.
That had to be my best customer service experience I ever had. No other shop gives this kind of treatment.
Its this type of service that gets repeat customers in the future.
I am amazed. I will tell any and everyone I know who is looking for wheels to check them out. With my Asantis I paid $5300 for wheels and tires and 3 out of the 4 were out of round. We sent them back to be reconstructed and they still vibrated. So annoying. When we finally tried to return the wheels through Discount tire they told discount tire that they refused to take their defective and poorly made wheels because they were custom made ( custom made like crap). With Sevas wheels I ordered a set and the 4-6 week wait became a 11 week wait. I cancelled the order through discount tire and they tried to tell discount tire that they couldn't. With my TSW wheels they rusted and had bead leaks on 3 of the 4 wheels ( I live in AZ so rust is unheard of) and when I called them they said I was out of luck. Vossen in contrast steps up and replaces the wheels and even went so far as to call and set up the appointments and even paid for the work. VOSSEN is amazing !!!With service like this I think I might buy a new set of CV5s when they are released next year
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11-21-11 | 12:27 AM
#9
Lexus Champion
Joined: Feb 2011
Posts: 2,404
Likes: 9
From: Florida
I'm going to have to thumbs up this thread HAHAHAA!!!I <3 my Vossens
Best wheel brand that I have experienced and probably the best wheel brand out there, and i'm not hesitant to say that. Been nothing but greatness.
11-21-11 | 02:17 PM
#10
Former Sponsor
Joined: May 2011
Posts: 2,947
Likes: 2
From: Florida
About 12 months ago I bought a set of Vossen VVS082 wheels for my Lexus LS460. When I initially had the wheels installed I noticed some vibration . I returned to have the wheels and tires rebalanced. Long story short, after 4 visits to the shop for rebalances the car was still vibrating. I then decided to take the car to discount tire to see what they could find. After balancing the wheels twice the car was still vibrating. At this point I was frustrated and figured that there had to be an issue with the wheels themselves. After a couple of experiments with swapping to oem wheels, trying Michelin Pilot sport tires and the current Pirelli tires, and even trying the wheels from a friends car the results still pointed to towards the wheels. At this point I contacted VOSSEN wheels. I spoke to a very nice and very professional gentleman named Leo. He assured me from the first time that I called them that they would help resolve the problem 100%. I was told to take my car to a shop near my house to have the wheels evaluated. Leo from Vossen called himself and spoke to the manager of the tire shop to let him know what he wanted evaluated and that VOSSEN would be paying for the work required to do the evaluation ( full match balance , dismounting, and remounting. Not saying that they will do this for every case but still impressive nonetheless ). After the evaluation the tech at the shop noted that two of the wheels had a slight wobble. To confirm it was the wheels and not the tires we rebalanced the stocks and remounted them and the vibration was gone. At this point the manager from my Shop in AZ called Leo on a Saturday afternoon (about 4:30 pm in Florida) and yet again Leo from VOSSEN answered his phone immediately. The manager told him that we isolated the vibration to the two rear wheels. Leo at VOSSEN then told the manager that two brand new wheels will be shipped out immediately to the tire shop.
I had to say I was blown away at the level of customer service from Vossen wheels. I don't remember ever hearing about a wheel company or many other companies that go this far to take care of its customers and to stand behind their product. After a year of rebalancing and trying to figure out where the issue was it was a great relief to have VOSSEN step up and really take care of their customers. The other thing that really impressed me during the couple of weeks of phone calls and emails was how reachable the VOSSEN team was. If I called them on a Sunday Leo would answer. If I sent him a text at 12:30 am (2:30 am Florida time) before I went to bed ad he would reply immediately. If I called him on a Friday night at 8:00 p.m to leave a voicemail he would answer. I even emailed Mike from Vossen to let him know what was going on and he replied back very quickly to help me even while he was busy at SEMA. I have had issues with wheel companies in the past ( Asanti and Sevas) and they were either not willing to stand behind their products (Asanti built me out of round wheels they refused to take back) or were just simply unreachable ( Sevas ). Not VOSSEN. They were there every step of the way. In a market where wheel companies are fading and dying VOSSEN is expanding and making a name for themselves and I just want to let everyone know that it goes beyond their marketing and videos on you tube. As fresh and modern as their marketing approach is they still take the old fashioned "stand behind you products" attitude. It was a refreshing to have a problem with a product and to get this level of customer service and support. I will be sticking with VOSSEN wheels in the future. In my mind I now look at VOSSEN like Lexus. They pursue perfection in their designs, make a beautiful high quality product, but most of all you buy it because of the amazing customer service.
. I returned to have the wheels and tires rebalanced. Long story short, after 4 visits to the shop for rebalances the car was still vibrating. I then decided to take the car to discount tire to see what they could find. After balancing the wheels twice the car was still vibrating. At this point I was frustrated and figured that there had to be an issue with the wheels themselves. After a couple of experiments with swapping to oem wheels, trying Michelin Pilot sport tires and the current Pirelli tires, and even trying the wheels from a friends car the results still pointed to towards the wheels. At this point I contacted VOSSEN wheels. I spoke to a very nice and very professional gentleman named Leo. He assured me from the first time that I called them that they would help resolve the problem 100%. I was told to take my car to a shop near my house to have the wheels evaluated. Leo from Vossen called himself and spoke to the manager of the tire shop to let him know what he wanted evaluated and that VOSSEN would be paying for the work required to do the evaluation ( full match balance , dismounting, and remounting. Not saying that they will do this for every case but still impressive nonetheless ). After the evaluation the tech at the shop noted that two of the wheels had a slight wobble. To confirm it was the wheels and not the tires we rebalanced the stocks and remounted them and the vibration was gone. At this point the manager from my Shop in AZ called Leo on a Saturday afternoon (about 4:30 pm in Florida) and yet again Leo from VOSSEN answered his phone immediately. The manager told him that we isolated the vibration to the two rear wheels. Leo at VOSSEN then told the manager that two brand new wheels will be shipped out immediately to the tire shop. I had to say I was blown away at the level of customer service from Vossen wheels. I don't remember ever hearing about a wheel company or many other companies that go this far to take care of its customers and to stand behind their product. After a year of rebalancing and trying to figure out where the issue was it was a great relief to have VOSSEN step up and really take care of their customers. The other thing that really impressed me during the couple of weeks of phone calls and emails was how reachable the VOSSEN team was. If I called them on a Sunday Leo would answer. If I sent him a text at 12:30 am (2:30 am Florida time) before I went to bed ad he would reply immediately. If I called him on a Friday night at 8:00 p.m to leave a voicemail he would answer. I even emailed Mike from Vossen to let him know what was going on and he replied back very quickly to help me even while he was busy at SEMA. I have had issues with wheel companies in the past ( Asanti and Sevas) and they were either not willing to stand behind their products (Asanti built me out of round wheels they refused to take back) or were just simply unreachable ( Sevas ). Not VOSSEN. They were there every step of the way. In a market where wheel companies are fading and dying VOSSEN is expanding and making a name for themselves and I just want to let everyone know that it goes beyond their marketing and videos on you tube. As fresh and modern as their marketing approach is they still take the old fashioned "stand behind you products" attitude. It was a refreshing to have a problem with a product and to get this level of customer service and support. I will be sticking with VOSSEN wheels in the future. In my mind I now look at VOSSEN like Lexus. They pursue perfection in their designs, make a beautiful high quality product, but most of all you buy it because of the amazing customer service.
and being patient with the process. I sent the team and Leo the link and he said thank you. We hung out at SEMA clearly and I got to know him a bit and he is an outstanding person.
Thanks again!
11-30-11 | 01:13 AM
#11
About 12 months ago I bought a set of Vossen VVS082 wheels for my Lexus LS460. When I initially had the wheels installed I noticed some vibration . I returned to have the wheels and tires rebalanced. Long story short, after 4 visits to the shop for rebalances the car was still vibrating. I then decided to take the car to discount tire to see what they could find. After balancing the wheels twice the car was still vibrating. At this point I was frustrated and figured that there had to be an issue with the wheels themselves. After a couple of experiments with swapping to oem wheels, trying Michelin Pilot sport tires and the current Pirelli tires, and even trying the wheels from a friends car the results still pointed to towards the wheels. At this point I contacted VOSSEN wheels. I spoke to a very nice and very professional gentleman named Leo. He assured me from the first time that I called them that they would help resolve the problem 100%. I was told to take my car to a shop near my house to have the wheels evaluated. Leo from Vossen called himself and spoke to the manager of the tire shop to let him know what he wanted evaluated and that VOSSEN would be paying for the work required to do the evaluation ( full match balance , dismounting, and remounting. Not saying that they will do this for every case but still impressive nonetheless ). After the evaluation the tech at the shop noted that two of the wheels had a slight wobble. To confirm it was the wheels and not the tires we rebalanced the stocks and remounted them and the vibration was gone. At this point the manager from my Shop in AZ called Leo on a Saturday afternoon (about 4:30 pm in Florida) and yet again Leo from VOSSEN answered his phone immediately. The manager told him that we isolated the vibration to the two rear wheels. Leo at VOSSEN then told the manager that two brand new wheels will be shipped out immediately to the tire shop.
I had to say I was blown away at the level of customer service from Vossen wheels. I don't remember ever hearing about a wheel company or many other companies that go this far to take care of its customers and to stand behind their product. After a year of rebalancing and trying to figure out where the issue was it was a great relief to have VOSSEN step up and really take care of their customers. The other thing that really impressed me during the couple of weeks of phone calls and emails was how reachable the VOSSEN team was. If I called them on a Sunday Leo would answer. If I sent him a text at 12:30 am (2:30 am Florida time) before I went to bed ad he would reply immediately. If I called him on a Friday night at 8:00 p.m to leave a voicemail he would answer. I even emailed Mike from Vossen to let him know what was going on and he replied back very quickly to help me even while he was busy at SEMA. I have had issues with wheel companies in the past ( Asanti and Sevas) and they were either not willing to stand behind their products (Asanti built me out of round wheels they refused to take back) or were just simply unreachable ( Sevas ). Not VOSSEN. They were there every step of the way. In a market where wheel companies are fading and dying VOSSEN is expanding and making a name for themselves and I just want to let everyone know that it goes beyond their marketing and videos on you tube. As fresh and modern as their marketing approach is they still take the old fashioned "stand behind your products" attitude. It was refreshing to have a problem with a product and to get this level of customer service and support. I will be sticking with VOSSEN wheels in the future. In my mind I now look at VOSSEN like Lexus. They pursue perfection in their designs, make a beautiful high quality product, but most of all you buy it because of the amazing customer service.
. I returned to have the wheels and tires rebalanced. Long story short, after 4 visits to the shop for rebalances the car was still vibrating. I then decided to take the car to discount tire to see what they could find. After balancing the wheels twice the car was still vibrating. At this point I was frustrated and figured that there had to be an issue with the wheels themselves. After a couple of experiments with swapping to oem wheels, trying Michelin Pilot sport tires and the current Pirelli tires, and even trying the wheels from a friends car the results still pointed to towards the wheels. At this point I contacted VOSSEN wheels. I spoke to a very nice and very professional gentleman named Leo. He assured me from the first time that I called them that they would help resolve the problem 100%. I was told to take my car to a shop near my house to have the wheels evaluated. Leo from Vossen called himself and spoke to the manager of the tire shop to let him know what he wanted evaluated and that VOSSEN would be paying for the work required to do the evaluation ( full match balance , dismounting, and remounting. Not saying that they will do this for every case but still impressive nonetheless ). After the evaluation the tech at the shop noted that two of the wheels had a slight wobble. To confirm it was the wheels and not the tires we rebalanced the stocks and remounted them and the vibration was gone. At this point the manager from my Shop in AZ called Leo on a Saturday afternoon (about 4:30 pm in Florida) and yet again Leo from VOSSEN answered his phone immediately. The manager told him that we isolated the vibration to the two rear wheels. Leo at VOSSEN then told the manager that two brand new wheels will be shipped out immediately to the tire shop. I had to say I was blown away at the level of customer service from Vossen wheels. I don't remember ever hearing about a wheel company or many other companies that go this far to take care of its customers and to stand behind their product. After a year of rebalancing and trying to figure out where the issue was it was a great relief to have VOSSEN step up and really take care of their customers. The other thing that really impressed me during the couple of weeks of phone calls and emails was how reachable the VOSSEN team was. If I called them on a Sunday Leo would answer. If I sent him a text at 12:30 am (2:30 am Florida time) before I went to bed ad he would reply immediately. If I called him on a Friday night at 8:00 p.m to leave a voicemail he would answer. I even emailed Mike from Vossen to let him know what was going on and he replied back very quickly to help me even while he was busy at SEMA. I have had issues with wheel companies in the past ( Asanti and Sevas) and they were either not willing to stand behind their products (Asanti built me out of round wheels they refused to take back) or were just simply unreachable ( Sevas ). Not VOSSEN. They were there every step of the way. In a market where wheel companies are fading and dying VOSSEN is expanding and making a name for themselves and I just want to let everyone know that it goes beyond their marketing and videos on you tube. As fresh and modern as their marketing approach is they still take the old fashioned "stand behind your products" attitude. It was refreshing to have a problem with a product and to get this level of customer service and support. I will be sticking with VOSSEN wheels in the future. In my mind I now look at VOSSEN like Lexus. They pursue perfection in their designs, make a beautiful high quality product, but most of all you buy it because of the amazing customer service.
I can't wait to show my Vossen's off at my next meet!
11-30-11 | 09:34 AM
#12
Lexus Champion
Joined: Jan 2004
Posts: 2,068
Likes: 1
From: California
Nice. It's always good to have people post their positive experiences with companies. Too often, you only hear bad things and that really is unfortunate since people with good experiences rarely take the time to give feedback.
Being in retail, I know how hard it is to make every customer happy. Vossen took the time and worked with the customer to take a potentially negative situation and turned it into a very positive one. Kudos to them!
Being in retail, I know how hard it is to make every customer happy. Vossen took the time and worked with the customer to take a potentially negative situation and turned it into a very positive one. Kudos to them!
