I wear a 4 year old Arai Vector, Web White. I love the helmet as it is one of the best fits I have found. However, the difficulty I have had in getting replacement side covers makes it doubtful that I will ever buy another one. The tab on the top of one of the side pieces broke, making it so the visor will not stay closed. I searched the internet for replacement side parts, and the only place I found offering them was GP Helmets out of Phoenix. The Arai website was ÔÇ£experiencing technical difficultiesÔÇØ so I couldnÔÇÖt order direct.
GP Helmets claims to be the ÔÇ£Arai SpecialistsÔÇØ, and their home page begins like this:
GPHelmets.com was created to provide the Arai customer with the best collection of Arai Helmets and Genuine Arai Parts and Accessories. By providing more product options, better pricing, faster service and excellent customer service, we are determined to become The number 1 Arai store and the leading retailer of Arai Auto Racing, Arai Karting and Arai Motorcycle Helmets.
Now hereÔÇÖs how my experience with GP Helmets has gone:
Fri, March 23 - I emailed GP to confirm that they had the side pieces I needed. The company emailed me back with a link for ordering them online.
Fri, March 23 ÔÇô After confirming the item with the company, I placed the order. Side covers $35, Base plate screws $4, Base plates $9. They charged me $14.50 for shipping, which I thought was high, but I figured they would send them right out and shoot me a tracking number. The funds were taken from my account right away, unlike some companies that only charge you when the shipment goes out.
Mon, April 9 ÔÇô Over 2 weeks later, and I had not received either the side pieces or a tracking number. I emailed GP and asked for a tracking number or a refund ÔÇ£TODAYÔÇØ. GP responded and let me know that they didnÔÇÖt actually have the items they sold me, and they were looking for them. Victor at GP promised that he would take care of this the following day, so I backed off on wanting a refund. I miss being able to wear the Arai, and decided to give them a little more time.
Wed, April 11 ÔÇô No word from GP. I emailed asking for an update. GP responded saying ÔÇ£good news, Arai has the parts, and they will be ordered the following dayÔÇØ.
Mon, April 16 ÔÇô Still no tracking number or communication from GP. I emailed asking for an update. GP responded saying the parts will be in their hands ÔÇ£tomorrowÔÇØ, and they will send them right out to me.
Thurs, April 19 ÔÇô I emailed GP asking if they received the parts from Arai as expected, and asked if they had a tracking number. No response.
Fri, April 20 ÔÇô I emailed again asking for an update. Again, no response from GP.
Mon, April 23 ÔÇô I emailed yet again, with no reply. I then called them twice (12:15 and 1:30) and got an automated answering machine each time. It has been a full month since I placed the order for parts that I believed they had in stock. They processed the funds for the order, charging too much for shipping, and since then have given me the run around.
I am not the type to complain in public, but my emails and calls are being ignored.
I am now publically demanding from GP Helmets a full refund. You should process this TODAY to avoid an official complaint.
Order 2054, Placed March 23, $62.35