Attention: TDR Forum Junkies 
Kudos to Sean Lorenz.
Sean Lorenz has gone and not only bent over backwards to help me, bit I think he’s also done a two and a half gainer with a full twist.
In this day and age of cut throat pricing and bottom line costs, the one thing that many times is also cut is customer service. I’m here to tell you folks without reservation, Sean does NOT fit this mold. He went so far out of his way to help me that I hope he didn’t get lost…. .
I’ll tell the short version, but I need to include the details too so please bear with me. Along time ago in a galaxy far, far away…. . Oops, wrong story.
Three years ago, I purchased the 2. 25 Lorenz Suspension from Sean. He answered numerous questions over many days/weeks before I bought it, and then after I installed it, he answered even more questions and even called me back to check up and make sure everything was going ok. . (and yes, the install was easy, my questions had to do with mainly nitrogen pressures in front vs rear)
Now fast forward to this past February (two months ago). I noticed that the seals were leaking on all four shocks so I called Sean to get some rebuild kits heading my way. I figured a seal R&R after three years of Northern Ohio driving was perfectly normal. After talking to Sean for a few minutes, he asked me if the shafts were shiny where the seals were rubbing but a little duller where they weren’t. I said yes.
I took pictures of each shaft and sent them to Sean, totally expecting to hear that they are ok and that he’ll get the rebuilt kits in the mail. Imagine my surprise when he called back to tell me that Sway A Way looked at the pictures and wants the shocks sent back to the factory to get new shafts installed along with a full rebuild. . At no cost to me except shipping one way!! Needless to say, they were in the mail ASAP.
About a week went by and someone from SAW called to tell me that since my shock bodies have a little rust pitting on them (very minor and mainly cosmetic if you’d ask me) they were going to build new bodies too. He also said that since the 2. 25 shocks are limited production (compared to other shock sizes) they wouldn’t have the stock to make the bodies for 3 to 4 weeks. Since I had put some Bilsteins on the truck while the 2. 25s were getting rebuilt, another 3 or 4 weeks didn’t really matter. I was basically going to get new shocks for free. .
A win, win in my book. But wait! This is the middle of the story, a darker side is just around the corner. Mr. Murphy decided to rear his ugly head. .
After about 6 weeks of waiting (and me misplacing the phone number and guys name at SAW), I called Sean to see if he’d heard anything about my shocks. Sean said he’d check and get back with me. When Sean called back he sounded a little upset. It appeared that SAW had moved their entire factory to a new location, heavy machining equipment and all. They had NO idea when full production was going to get back up again, and no idea when my shocks were even scheduled. Gulp!! After talking to Sean for awhile and venting my frustration (not at him but at SAW) Sean very calmly pointed out to me that SAW had no real obligation to do anything since the warranty was only 90 days (I was over three years) but that SAW was very good at making things right. Er, ah, well, guess I’d better keep the ol temper in check…. Just my luck, I happen to send my shocks right at the beginning of their move. Sean said he’d do some more checking and get back with me quickly. And quickly he did!
Imagine my surprise when Sean called later that day and said HE WAS SHIPPING OUT 4 NEW SHOCKS FROM HIS OWN STOCK! His own stock, and that he’d worry about getting reimbursed from SAW later. . He apologized once again for SAWs moving oversight and wanted to make sure that I was covered.
Now I don’t know about the rest of you, but what he did was so far above and beyond the call of duty that it’s almost hard to comprehend.
Yes, it’s been a somewhat trying and frustrating time for me, but EVERY time I called Sean, he took the time to listen (and help) and when he said he’d get back to me, he did!!
I now have four brand new 2. 25 shocks that were delivered this morning and a play date with my shop to get ‘em back on.
In all my 52 years, I’ve only run across a few “stores” that truly put the customer and his problems/issues at the forefront of their service. One is Sean Lorenz, (the other is Dave’s Diesel of Angola).
Sean truly looked out for the little guy and went way, way overboard to solve the problem. A true hero in my book. Thank you very much Sean Lorenz.
Sean Lorenz has gone and not only bent over backwards to help me, bit I think he’s also done a two and a half gainer with a full twist.
In this day and age of cut throat pricing and bottom line costs, the one thing that many times is also cut is customer service. I’m here to tell you folks without reservation, Sean does NOT fit this mold. He went so far out of his way to help me that I hope he didn’t get lost…. .
I’ll tell the short version, but I need to include the details too so please bear with me. Along time ago in a galaxy far, far away…. . Oops, wrong story.
Three years ago, I purchased the 2. 25 Lorenz Suspension from Sean. He answered numerous questions over many days/weeks before I bought it, and then after I installed it, he answered even more questions and even called me back to check up and make sure everything was going ok. . (and yes, the install was easy, my questions had to do with mainly nitrogen pressures in front vs rear)
Now fast forward to this past February (two months ago). I noticed that the seals were leaking on all four shocks so I called Sean to get some rebuild kits heading my way. I figured a seal R&R after three years of Northern Ohio driving was perfectly normal. After talking to Sean for a few minutes, he asked me if the shafts were shiny where the seals were rubbing but a little duller where they weren’t. I said yes.
I took pictures of each shaft and sent them to Sean, totally expecting to hear that they are ok and that he’ll get the rebuilt kits in the mail. Imagine my surprise when he called back to tell me that Sway A Way looked at the pictures and wants the shocks sent back to the factory to get new shafts installed along with a full rebuild. . At no cost to me except shipping one way!! Needless to say, they were in the mail ASAP.
About a week went by and someone from SAW called to tell me that since my shock bodies have a little rust pitting on them (very minor and mainly cosmetic if you’d ask me) they were going to build new bodies too. He also said that since the 2. 25 shocks are limited production (compared to other shock sizes) they wouldn’t have the stock to make the bodies for 3 to 4 weeks. Since I had put some Bilsteins on the truck while the 2. 25s were getting rebuilt, another 3 or 4 weeks didn’t really matter. I was basically going to get new shocks for free. .
A win, win in my book. But wait! This is the middle of the story, a darker side is just around the corner. Mr. Murphy decided to rear his ugly head. .
After about 6 weeks of waiting (and me misplacing the phone number and guys name at SAW), I called Sean to see if he’d heard anything about my shocks. Sean said he’d check and get back with me. When Sean called back he sounded a little upset. It appeared that SAW had moved their entire factory to a new location, heavy machining equipment and all. They had NO idea when full production was going to get back up again, and no idea when my shocks were even scheduled. Gulp!! After talking to Sean for awhile and venting my frustration (not at him but at SAW) Sean very calmly pointed out to me that SAW had no real obligation to do anything since the warranty was only 90 days (I was over three years) but that SAW was very good at making things right. Er, ah, well, guess I’d better keep the ol temper in check…. Just my luck, I happen to send my shocks right at the beginning of their move. Sean said he’d do some more checking and get back with me quickly. And quickly he did!
Imagine my surprise when Sean called later that day and said HE WAS SHIPPING OUT 4 NEW SHOCKS FROM HIS OWN STOCK! His own stock, and that he’d worry about getting reimbursed from SAW later. . He apologized once again for SAWs moving oversight and wanted to make sure that I was covered.
Now I don’t know about the rest of you, but what he did was so far above and beyond the call of duty that it’s almost hard to comprehend.
Yes, it’s been a somewhat trying and frustrating time for me, but EVERY time I called Sean, he took the time to listen (and help) and when he said he’d get back to me, he did!!
I now have four brand new 2. 25 shocks that were delivered this morning and a play date with my shop to get ‘em back on.
In all my 52 years, I’ve only run across a few “stores” that truly put the customer and his problems/issues at the forefront of their service. One is Sean Lorenz, (the other is Dave’s Diesel of Angola).
Sean truly looked out for the little guy and went way, way overboard to solve the problem. A true hero in my book. Thank you very much Sean Lorenz.
