Greetings!

I recently ordered some parts for my 1966 Ford F100 from a reputable firm. If you read my e-mail to them below and their response, I am still left scratching my head. Am I being a jerk or is this just a sign of the times? Your comments are appreciated.

Thanks,
Mercmeister




Dear XYZ Restorations -

Please reference P.O. no. 1717XX dated March 25, 2013, shipment no. ORD00136XXX. I received delivery today and was surprised that item # B7AZ-2471-A (qty 5) was out of stock and not included. I then read the fine print note at the bottom that says XYZ Restorations does not hold backorders and to try again in 4-6 weeks. This is BS!!! I deliberately padded my order to minimize shipping costs. The item I really needed, # B7AZ-2471-A, at $1.00 each is not worth reordering. The shipping will cost more than the parts. I would like to know where it is stated on XYZ''s order form that parts may not be in stock and not be backordered.


WE ARE VERY SORRY FOR THE INCONVENIENCE REGARDING THIS. WE DO NOT BACK ORDER BECAUSE OF THE PROBLEMS THAT IT CREATES, ESPECIALLY WHEN CUSTOMERS CANCEL THEIR ORDER BEFORE WE GET THE PARTS IN. WE DO CALL OR EMAIL CUSTOMERS REGARDING OUT OF STOCK PARTS IF IT IS THE BULK OF THE ORDER THAT WE ARE OUT ON. IF WE ARE JUST OUT OF ONE OR 2 SMALL ITEMS ON AN ORDER WE GENERALLY DO NOT CONTACT THE CUSTOMER. WE CAN'T DO THAT ON EVERY SINGLE ORDER THAT IS PLACED WITH THE VOLUME OF ORDERS THAT WE HAVE EVERYDAY. AGAIN, WE ARE SORRY FOR ANY INCONVENIENCE THIS MAY HAVE CAUSED YOU AND WE DO APPRECIATE YOUR BUSINESS.

 

There are places with outstanding customer service and then there are places like the one you ordered from.

 

Mercmeister,

Don't think you were out of bounds in your complaint. Persons who draft the policies for such companies are bean counters -- customer service is a secondary consideration. I do not think that makes it a bad company in totality, customer service is simply a victim to today's unimpeded drive to maximize corporate profits at all costs. It is the same reason wages have been stagnant for the vast majority over the last decade and a half while compensation for the slim minority has surged forward like a drugged up Lance Armstrong. I would call the customer service line and look for satisfaction that way; it is far easier to be dismissed via e-mail than by phone.
I prefer to stick to the smaller companies for speciality parts when possible; have had good luck with Early Ford V8 sales, but the shipping is low for me b/c they are only just over the state line in S. Carolina. I have also been pleased when ordering from DC and Carolina Classics here in N Carolina, but they seem to overcharge for shipping and I have to pay exorbitant NC sales tax too. Mac's has a policy like you described regarding BO's, but they will contact you regarding backorders before finalizing a sale in my experience, but they too have hefty shipping charges.

 

I've found on many occasions that the person employed to respond is not the one setting the policy. Perhaps a different approach rather than the "This is BS!!!" could have been requesting complimentary shipping on the re-order of the missing items. Usually a phone call is better for this approach.

Reminds me of a time when I was traveling with my wife and our 3 small children. The only flight for that airline home was canceled due to plane needing maintenance. The entire line of travelers were understandably upset and let the counter agent have a piece of their minds. I tried the approach of letting her know that it wasn't her fault and that I'd prefer a canceled flight rather than problems during the flight. I also asked if there was anything that could be done to get us home, I'd be grateful. The flight was supposed to be to Midway Airport in Chicago (where my car was). She made a call and came back and asked if I was okay to get to O'hare, about 30-40 minutes away. I said sure and thanked her for looking. She handed me 5 first class tickets on a different airline leaving about 5 hours later. I thanked her like I won the lottery and she handed me 5 vouchers for lunch and apologized for the delay. I use this true story as a teaching tool for my kids who were there to witness it all.

Sure we should expect to get what we paid for and should not have to kiss up to the agents in customer service, but these folks are usually not the ones that cause the issue and receive the brunt of the dissatisfaction. They at times may be empowered to 'make things right'. You tell me what approach would make you want to fix the issue?

Sorry for the lengthy response.

 

Shipping is a killer expense. I have hundreds up0n hundreds of dollars tied up in shipping in the restore of a 28 (not Ford) and 62 Ford. I have a really hard time of it because I am boycotting certain anti-constitution states.

I agree with others.... a polite phone call can get you free or reduced shipping, perhaps even free drop shipments on items out of stock.... if you ask. On the other hand.... the fine print can be tiresome.

 

Treat as you wish to be consoled, it's not the lotto but human nature. You came up because you earned it. Opting for the glass half full, pre interaction gets noticed. Best of all, spectators often witness it's truth and yet refuse to follow suit. I think, in general, humans are ***** for controversy.

 

Agreed completely.
------
Maybe try nice then get serious, but if you see its "b.s." theres nothing wrong with calling it like you see it, just don't expect any favors (or what you order, apparently).
Carolina classics did me very well, as well....

 

In the late 1980's, FoMoCo changed the package quantity of a gazillion parts.

When the IDIOTS did this, they changed the part numbers suffix, rendering all the previous part numbers obsolete.

B7AZ-2471-B (replaced B7AZ-2471-A) > > Available from Ford / MSRP each: $1.66.

Go to your local dealer, get 'em there. If not in stock, it only takes one or two days to get them. You'll pay a bit more, but there will be no shipping charges.