Hello. First of all, I am not trying to destroy a reputation of a company or am I trying to be vindictive. I really just want a response and assistance from the company in question.
I purchased a Mazda 2.3L 4cyl. motor for my daughter’s car on 12.12.12, due to a spun rod bearing. After first speaking to Eli on the phone regarding stock availability and specifically asked about the warranty and why I should by from them vs. a company that offered a 3 year warranty. He said, “If something does go wrong chances are that it would happen before a year.”
This made sense to me. I also pointed out that his Ebay advertisement said a new water pump would be included. He told me that this wasn’t normal practice, a typo but he would stand behind it. This encouraged me that he was an honest sincere individual. So I decided to order the motor with the free water pump.
Motor took 3 weeks to arrive. A little longer than I had hoped, but there were the holidays and a little in-climate weather. No big deal.
Prior to the motor arriving I made arrangements with the Subaru dealership that I purchased the vehicle from to perform the work. This way it would be certified mechanics and not a backyard mechanic. The service manager asked me to keep him in the loop on delivery and also to make sure that installation gaskets were included.
I called Eli back to verify that the gaskets to perform the install were indeed supplied and he assured me that 100% of all the gaskets were included. Valve cover gasket, exhaust manifold gasket, intake manifold gasket, etc. “Great!”, I said.
The engine arrived on 01.03.13 with no gaskets. I called Eli and he said, they should have been in there. I asked what to do and he said they were closed for the holidays till 01.07.13 and he was just taking CS calls. He then told me to have the dealership order the gaskets and 123engines would reimburse me the cost. Sounded great.
So the dealership finished the install on Wednesday 01.08.13 and took it for a test drive after letting it idle for 30 minutes to allow proper oil flow. 4 miles later, the vehicle died and had to be towed back to the dealership. The mechanic originally assumed the timing chain had broken due to a bad tensioner. The dealership was able to reach Sam (mechanic at 123engines) at 2pm (PST) (5pm EST) and Sam said it was unlikely the timing chain and to please take the valve cover off and inspect the engine. The next day the dealership did as instructed and found that they were manually able to turn the engine over on the front half and see the timing chain and valves move. Then they cranked the motor over electrically using the ignition and starter motor and it turned the flywheel over but not the camshafts and valves. Obviously the crankshaft was broken.
The dealership was able to reach Sam and told him about this issue. They said he seemed not to believe them and that he wanted the motor shipped back at my expense for labor and shipping.
Engine123… Please stand behind your product and service. Help a customer resolve a problem in a positive way and lets have this end well for everyone.