Hello everyone. This is Ed Martinez of PSE Superchargers. I just received notification of this public bashing of my company from one of our long-time customers in the NSX community.
First off I would like to address the customer known as Blacknot. I certainly apologize that you feel that your experience was not what you expected.
I do understand by reading this thread that your supercharger is working fine and we are very glad to hear about that but on the other hand we would expect nothing less. If my company were such a bad company you certainly would hear about it from numerous complaints on the Internet. Keep in mind that PSE Superchargers remanufacturer's approximately 800 superchargers each year. Our referrals come from Whipple Industries, Kenny Bell, Opcon, Roush, Ford racing, Edelbrock, etc. If we were ever performing poor or unsatisfactory work the Internet would be full of complaints. I will tell you that the only complaint that we get is that we can't get the work done fast enough. This is because when a job comes in there may be additional work or special order parts required that increase the service time. As you would understand, this is something beyond our control. When a customer calls us, we try to give them the most accurate information that we can. Of course this is information that is given to them at the time they called us.
We never actually know when the superchargers going to arrive or what our workload is on that exact day. I may speak to a customer and tell them currently we are only three days out. But the next following day we could receive a shipment from Ford Motor Company, General Motors, or one of our distributors. Superchargers come in by the pallets and sometimes we are not always aware of the arrival dates. In your situation superchargers that had arrived in front of yours may have required additional work which moves back the date that your supercharger can actually be worked on. Every supercharger gets the greatest of detail and attention when it arrives until it leaves. This is one of the reasons why our workload is so high. Finding really good technicians that are anal like me is very hard to come by. If you were an employer of a small business, you would know exactly what I'm talking about.
You indicated to us that you knew your supercharger had a bad bearing in the front nose area. I did take the time to explain to you what actually takes place inside supercharger when this occurs. Your supercharger is lubricated by approximately 6 1/2 ounces of 50 weight synthetic engine oil. This oil lubricates all of the bearings in the nose drive, your gears and 2 bearings that are right behind your gears that support your rotors. When a bearing fails many things take place during the failure. Typically, the chrome that is on the ball bearings itself will start to flake. As the remaining balls in the bearing continue to rotate inside of the bearing race, they will run over this chrome flake and crush it. That small flake then gets broke down into tiny particles. As this process continues, the beraing continues to fail and more chrome comes off the balls causing accelerated failure. The oil that is lubricating supercharger now has fine metallic particles of chrome that is now circulating around contaminating all of the bearings inside of the supercharger and gears. Your oil instantly turns into an abrasive and will cause extreme wear on all the parts inside including your gears. When you supercharger was examined your gears were very damaged because of the abrasive there was in your oil. Most of this abrasive is metal and will eventually settle to the bottom of the gear cover housing. When you check the oil in the supercharger the dipstick is suspended up the bottom floor of the gear cover housing. Therefore, when you pulled the dipstick out the oil may appear to be clean.
It doesn't matter how many miles you have a supercharger. If the tensioner is not adjusted properly or the belt is way too tight. You can overheat the bearing and cause failure immediately. You may comment in regard to me not warranting your supercharger unless the rotor pack was replaced. That's exactly right, I'm not a warranty anything unless it's repaired perfectly. You make mention that I could machine out your case. We do not and never have machine any rotor cases. In some instances where the rotor may have lightly contacted the housing, we can polish this area using several methods. We do this to keep the cost down of repairing your supercharger. The gears that were in your supercharger are obsolete. They have not made those gears since 2005 therefore the only option that we have is to put an updated rotor pack in your supercharger. Yes the bearings are larger and better but the rotor profile has not changed and therefore there is no improvement flow and I don't know where you got that from.
All of the rotor packs come from Sweden at the Lyshlom factory at a cost of $1175 as it indicates on your invoice. Keep in mind that there are duties in custom fees that must be paid when you import product from another country. Your thread also indicates that you were not alerted of our credit card authorization form until after your supercharger work was completed. This is not true. We give all of our customers the credit card authorization form at the same time that we charge their credit card. In your scenario you did not return the credit card authorization form. Before any supercharger leaves PSE an additional check is performed to make sure that all of the required paperwork and documentation is in place. We contacted you and remind you that we have not received your authorization form. I believe you did not discover this form in your e-mail until we have brought to your attention.
For the past 20 years we have run into an occasional stolen credit card or unauthorized credit card. Again ask any business owner and they will tell you this happens from time to time. To help protect the company and our customers, we require all credit card users to sign our credit card authorization form. This form protects our company against fraud or theft of a stolen credit card. Most bad guys know that if you forge someone's name on a credit card documentation is a felony offense. A bad guy that is trying to use a stolen credit card will not sign our form. We are trying to protect our customers as most of our sales range between $800 and $5000. I am sure you as the customer would not like to see $2500 missing from your credit card account and then go through all the work and time it takes to try to get your money back proving your innocence.
After reviewing your pictures that you had sent me prior to finding them on this post I informed you that this packaging is completely unacceptable. I also informed you that our normal shipping clerk was out sick and that a new employee trying to help out did this. He did not know how to work our insta-pack foam packing machine. That employee was reprimanded and not allowed in the shipping department ever again. Yes, the packing inside is ridiculous but my concern was if your supercharger arrived safely regardless of the packing. In regards to the scratch on your new rotor I had already addressed this to you of what happened but you persisted to continue to argue with me and yep I got frustrated.
What I can't stand is ever being accused of ripping somebody off. I give away more free work to help people going through a tough time. You just would not accept my answer and you choose to go to the Internet in an attempt to bash me. I surely explained to you that we made a mistake and I apologized. But apparently for you that wasn't good enough. I had already informed you that the reason why the new rotor has a scratch on the tip, the same as your old rotor, is because there was a spot on your housing that had a slight blemish from the factory. That blemish was not discovered until after the new rotor pack was installed and then rotated by our technician. It scratched the new rotor just like it did your old rotor in the exact same place. The new rotor pack was removed, the blemish in the housing was polished, the rotor tip where the hard anodized scratched off was sanded smooth, and the rotor pack reinstall.
Something else to consider, your old rotors were of a different generation any anodized is much darker. If you did take a close a look at your supercharger before you shipped it you would've noticed this. You also indicated that the scratch occurred when you're bearing blew. You're bearing did not blow that is holding the rotors of place. There were only contaminated with bearing media. If you're bearing in the bearing plate had total failure, you wouldn't have anything left of that rotor or its little friend right next to it. In your thread you also indicate that I told you we sent you the wrong supercharger. That is not true.
When I first spoke to you, you indicated that you did not receive the right supercharger. I replied to you that you must've gotten the wrong supercharger and I would look into finding out what happened. The serial number on your bearing plate is the exact same number because it is the exact same plate. This is your plate. You received a new rotor pack. Consisting of brand-new rotors, brand-new bearings and seals, brand-new gears, brand-new sync hub. We always reuse your housing, plate, gear cover and drive extension. I informed you that if you had any concerns with the supercharger that you can return it and we would examine it for any problems.
You wanted me to give you $1300 back without sending me the supercharger. You got to be kidding me. Do you think anybody really would do that? Some people get their supercharger and try to rip me off by saying something is wrong because they really can't afford to work anyway or their credit card bill came in and they can afford to pay it. The credit card company gave you your money back because of a lie you told them. My credit card company informed me that they were going to give you your money because you were a pain in the a**but not take any money from my account. My credit card processing company, intuit merchant solutions, informed for me that in the past 10 years they had only had two people try to charge back my account. You and some other Bozo that was also trying to get something for free.
As for B boxer this was a supercharger sent to us by our good customers Shad of Driving Ambition. The supercharger came in for a remanufacture due to a noise concern. The supercharger was completely disassembled, sanitized and inspected. When we disassemble a supercharger the bearings are pressed out of the bearing plate. These bearings then get discarded because when you apply pressure on the inside bearing race of the bearing to remove it from its plate, the bearing usually becomes dimpled. Of course this all depends on how much pressure you have to apply to get bearing out. Here at PSE Superchargers we never chance it. The bearing cannot be used again to our standards. If you had declined your supercharger service and you were a customer of Shad's, we put your supercharger back together with new bearings in the bearing plate and nose drive, sanitized all of your components and reassembled your supercharger. This is why you had been driving it without any problems or excesses noise.
B boxer probably got charged in inspection fee and from that inspection fee we actually take a loss because we did replace the bearings in the supercharger. Many superchargers that we receive could get by with just a couple of bearings. We just don't do not. We do the whole job, do it right or don't do anything at all. When we make a recommendation, it's not just to make money for the company. It's because we see things that are potential problems or failures getting ready to happen.
By the way Blacknot, you mention about our doors closing. They did, that our old location. We've opened a brand-new doors in our brand-new location at 418 Enterprise Dr. This building is 2000 ft.² larger to accommodate our ever-growing demand for the highest quality supercharger remanufacturing in the world.
Thank you.
Ed Martinez.