Bumper Damage
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Logistics Pro
Joined: Oct 2002
Posts: 4,489
Likes: 5
From: Valley Center, CA
Bumper Damage
I returned my SS rear bumper to Bob Drake Ford Parts because of shipping damage. It appears that they shipped it to me with the bumper bolts loose with no protective box or bubble wrap around them. The results were a 2" scratch and about a dozen 1/4" dents on the end that was resting on the bolts. Now Bob Drake is saying they don't want to give me a replacement because the bumper was installed on my truck before I noticed the damage. Has anybody else had a problem with returning damaged items to Bob Drake?
Unhappy in Sacramento, John
Unhappy in Sacramento, John
Post Fiend
Joined: Jun 2001
Posts: 7,493
Likes: 7
From: Erie, pa
Bumper Damage
There was a big rip on him over at the Ford Barn site http://www.fordbarn.com/earlyv8/forum03/
Lots and lots of unhappy people.
Sorry you got the same problems.
Lots and lots of unhappy people.
Sorry you got the same problems.
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Logistics Pro
Joined: Oct 2002
Posts: 4,489
Likes: 5
From: Valley Center, CA
Bumper Damage
Good News! I got a call from David (Comptroller) today at Bob Drake. He has decided that he is going to send me a new SS bumper. It seems the main problem with the return was that I had bolted it on the truck before notifying them of the damage caused by the loose bolts. James (the return clerk) had told me that they could not resell it since it had some rings around the bolt holes!! David seemed very upset that I had reported the problem to the Better Business Bureau. I pointed out to him that I only did that when I felt that I had no other recourse. Instead of taking the high road and keeping their customer happy, they chose to make the process difficult and uncomfortable. Wouldn't it have been much more professional to do the right thing before the damage was done to the customer/seller relationship? Now I have to wait and see if they actually send me a new bumper. I hope this one doesn't have loose bumper bolts in the box!!!! Thanks for letting me vent. John
Fleet Mechanic
Joined: Sep 2002
Posts: 1,622
Likes: 3
From: okla
Bumper Damage
I HAVE BOUGHT MANY ITEMS FROM DRAKE OVER THE PAST 20 YEARS, FOR MY F100 AND MY STREET RODS. I HAVE MOSTLY BEEN SATISFIED, SURE A FEW BUMPS HERE AND THERE, BUT I'VE BOUGHT A LOT.I'M SURE THAT THEY SEE LOTS OF " PURCHASER " DAMAGED ITEMS RETURNED TO THEM. I HAVE CERTAINLY KNOWN SOME GUYS THAT WOULD NOT HESITATE TO ATTEMPT TO HAVE A SUPPLIER EAT THEIR MISTAKE.JOHN, I HOPE YOU GET YOUR BUMPER AND I AGREE THAT DRAKES CUSTOMER SERVICE IS SOMEWHAT LACKING. I JUST THINK THAT THEY ARE IN A BUSINESS THAT IS TOUGH IN THIS AREA.I SURE HOPE THEY STICK AROUND BECAUSE I'VE GOT MORE CARS TO BUILD.
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Logistics Pro
Joined: Oct 2002
Posts: 4,489
Likes: 5
From: Valley Center, CA
Bumper Damage
I know that they have to protect themselves or they will be hurt by excessive returns. I agree that some would abuse the return system if given the chance. I also know that there are a limited number of ford repro producers out there, so I want them to stay profitable and continue to develope new products for us to use. I just want them to be a little more flexible and a lot more friendly. I talked with people from Dennis Carpenter's return staff about the bumper and they were much more cordial and polite. Will I ever buy from Drake again? Probably, but not right away. I really think that I have all the pieces needed to put the truck back on the road now. And when I do buy from them again, I will be VERY alert to quality and damage right out of the package. I know that when this bumper comes, I'll be checking every square inch. Thanks for the input guys, signed: Almost Victorious in Sacramento
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Posting Guru
Joined: Nov 2002
Posts: 2,440
Likes: 0
From: Ventura County, CA
Bumper Damage
John,
I respect what you did 100%. I have had MANY run-ins with dealers/suppliers (just had one yesterday with the allignment folks) where I had to all but flat-out threaten them to get customer service. I don't know when or where that concept fell off the wagon, but man it sure seems to be lacking nowadays versus a handful of years ago. What gets me is how rude some suppliers are. If I'm in business to make a buck by providing a product or service, I'd relish every opportunity to do so, not bitch and moan and second-guess customers. It's irritating and always leaves a bad taste in my mouth towards that vendor.
Hope your ordeal comes out on the positive side. And good for you that you stood up to them and got the satisfaction you deserve.
Daryl
I respect what you did 100%. I have had MANY run-ins with dealers/suppliers (just had one yesterday with the allignment folks) where I had to all but flat-out threaten them to get customer service. I don't know when or where that concept fell off the wagon, but man it sure seems to be lacking nowadays versus a handful of years ago. What gets me is how rude some suppliers are. If I'm in business to make a buck by providing a product or service, I'd relish every opportunity to do so, not bitch and moan and second-guess customers. It's irritating and always leaves a bad taste in my mouth towards that vendor.
Hope your ordeal comes out on the positive side. And good for you that you stood up to them and got the satisfaction you deserve.
Daryl
Thread Starter
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Logistics Pro
Joined: Oct 2002
Posts: 4,489
Likes: 5
From: Valley Center, CA
Bumper Damage
Thanks Daryl, I'm so anxious about this mess that I'm looking on the front porch for a package tonight even though I know it takes about a week to get anything from OR. Surely, after all this aggrevation and wasted effort on both my side and the supplier's, they will send me a good unit with the bolts wrapped tight behind the bumper.
Well, I've got my fingers crossed anyway. John
Well, I've got my fingers crossed anyway. John
Lead Driver
Joined: Oct 1999
Posts: 6,772
Likes: 550
From: Kalispell, MT
Bumper Damage
John, I'm glad to hear things are working out. I might have done the same thing. I've used Drake's successfully for 4 years - they've always worked with me. One time they sent the wrong cross-member for the box on my '48 - twice - I finally called and asked to talk to the guy who filled orders. Ray spent time on the phone with me sorting thru their stock until we realized their supplier put the wrong part number on the x-members. The time I spent helped them out, helped the hobby and helped my frustration level go down. I try to keep in mind that they are regular people too, and once in a while get behind the 8 ball.
That said, there are parts companies that I hate to do business with and will only as a last resort.
That said, there are parts companies that I hate to do business with and will only as a last resort.