Cool! Sounds like you handled it like a champ then. I'm an account manager at work, I totally understand what you're saying now. I have a great relationship with my customers but they definitely do the venting thing and pointing out issues which is ok, rarely do they go over the edge and if so I have no problem putting them back in their place. Hopefully you get the right parts!

 

I've only given etrailer 2 chances and they fubbed both. I ordered my Gen-y through them and they gave me tracking info but then didn't take the hitch to the UPS to actually ship for almost 2 weeks after I ordered. They assured me the part was in-stock but didn't even send it out to be shipped for almost 2 weeks. I also paid over $100 for shipping. It took 20 days for it to be delivered to the RV dealer.

I ordered some suspension hardware and a lock for my hitch and they did the same thing. Gave me a tracking number and didn't ship the stuff for a week after I ordered. I called to complain both times and they were unapologetic both times. I recently ordered some stuff from Amazon and all the items were fulfilled by Prime and said 3 days for the longest ship time. As soon as I paid and was done the shipping info changed from 2-3 days to 6-8 days. They said only some items might behave like that and I made another order recently with the same result. Estimated shipping to my address before checkout was 2-3 days and after checkout immediately changed to 7 days. They offered me a month refund on Prime and I said that won't satisfy me as much as fixing their system.

There is a class action lawsuit in California over Prime 2 day shipping deception.

 

Not misleading at all.

The problems with America is that we want cheap stuff. The Chinese [and many other countries] are willing to supply that for us. Then we complain the stuff is junk. Shop for what you want, then shop for the best price. If you are shopping for bearings, narrow your search to Timken bearings. Don't forget, there are counterfeit parts too. Allow a business to make a fair profit.

God forbid we were are not heading west with our covered wagons and needing parts.

I run a business and if someone complained for 5 minutes and I would hang up. If my client does not understand that I care more about their needs than they do, then I do not need their business.

 

When it comes to bearings on road stuff, I get Timkens only. For my farm equipment that isn't under the same stresses and don't need the 100% reliability, then the cheap bearings will suffice. Sometimes I find one does not have a choice as only the chinese parts are available for a matching need. As far as etrailer is concerned, it seems like every time I loo to maybe order something, it shows a 1 month or more delivery time. The one time I did order something, it was delivered in a box that was falling apart. I am considering a Gen Y goose hitch for my 5th wheel but I wont be going to Etrailer for it, not with their track record. I thought Rockauto was bad with shipping costs.

 

I have a really good relationship with my supplier. I never paid for overnight and I always worked with them so that was rarely the case. Not anymore. I get charged all the time for shipping now. Shipping costs money and the shipping companies have raised their prices. Not because they are thieves, but they too need to keep the doors open and their employees fed. Like other companies, I pass those costs to the consumer. That is what everyone is doing.

At some point, they will get rid of their employees with self driving cars, trucks, drones, etc. When we have a problem, we will call the AI call center that will appear to be helpful but they are made with electrons and circuit boards. They certainly can handle any rant that comes their way.

 

A lot of "them" do want cheap stuff and complain when it breaks. But, I feel that even more of "us" want quality parts at a reasonable price. I am not talking about the same exact part with another manufacturers named stamped on it to raise the price 300%. I am talking a quality part that will perform as expected and last as long as it was designed to. I feel that most would pay more for quality and reliability if the value was there and the prices were reasonable.

I am and have many, many times paid a lot more for quality and reliability and will continue to do so. For example, I bought a starter for my 7.3L PSD a few years ago. I could have bought a China special for about $120 but opted for the Denso starter for $350. It is viewed as the top (top three at least) choices of starters for the 7.3L PSD.

Sometimes there is no middle of the road option. A lot of times you either have Motorcraft at $500 or China special at $50. We are left with a decision to make on perceived reliability or more frequent failures.

 

I wanted Timken bearings, but the local trailer shop where I got the brakes and leaf springs didn't carry them. So I turned to Amazon. Next time, I'll see if the local NAPA has them. The brakes at the local trailer shop were Dexter. But the springs and wet bolt kit were no-name and I have no idea of how good the quality is. The wet bolt kit uses metric zerk fittings, which threw me for a loop when I broke one.

 

I went with Morryde for the wet bolt and equilizer kit. I don't know where that stuff is made, but more than likely in China. Even good brand named stuff is hard to find USA made parts.

Whats even worse today, the companies that made rebuild parts for starters and alternators went out of business and can no longer find rebuild kits. Usually a set of brushes and a new Bendix would be all you need to rebuild a starter. Bearings, brushes and regulators would rebuild an alternator. Can't find that stuff either. Bolts and washers for some of these hitches and stuff are exclusive to the kit where you have to buy their hardware bag because none of the stores carry bolts of that size or type. Those that do want a horrendous amount of money for them.

 

Respectfully sir, it seems like you've cherry picked the post to match your narrative. The only thing I said was junk was the Chinese bearings, and I said that was on me. Shipping bearings and grease seals unwrapped in an envelope is on them. Pulling the wrong seals is on them. I did say that 12 days seems like a long time to get "in stock" parts considering I paid for shipping. So yes, I'm spoiled by Amazon. Had it taken 12 days to get the correct parts, I'm way happier. You've also implied I bought the parts from etrailer because I wanted cheap stuff, which is incorrect. I chose etrailer because I've never worked on my RV axles, and I figured a company specializing in trailers could help steer me in the right direction. Which they kind of did even though one of the bearings was the wrong size. But that's on me too and wasn't mentioned in the post.

You say you would hang up on someone after 5 minutes because you don't need their business. Well, if someone is calling to complain, haven't you already done the business? I'm no saint, but I've never hung up on a customer. When I screw something up, and I certainly have, my strategy is let the customer vent all they want, then apologize and find a solution. I might not want their business in the future, but that's a different story.

 

We differ on how we approach things. Yes, we assume a lot, that is how it works when you read a quick statement.

Usually, adults are the ones buying/selling products. So, when I make a call to a call center, I am not their Dad, so I do not need to teach them anything. I call to explain the problem, I expect to have some type of answer. It should not take 5 minutes of ranting [like you are going to teach them something] to explain the problem. I expect to have problems whenever I order anything rarely do I.

I wonder how all those seals got shipped from China. I bet in a huge plastic bag. Same way with the bearings. All rattling around for thousands of miles. No difference than the last leg of the trip.

Your venting strategy works for you. My strategy is to get to the root of the problem and resolve it. If you feel that venting to someone that had nothing to do with your problem until the person tells you to shut up works, then all I can say is 'wow'.

I've got some of the best clients in the world. They are more friends than clients. I pick up their cars, fix them, return their cars, and I get a check in the mail a few weeks AFTER they are happy with their repairs. If there is something wrong, I resolve it. My biggest complaint that I get from my clients is that I am to cheap. My standard answer is if you do not like how I do my business, call someone else. My friends to not vent on my for 5 minutes and neither do my clients. EVER!

It's ok that we have different opinions. If venting on someone at the call center makes you feel good. Think about the poor sap on the other end. You feeling good cost someone else to feel bad. Not the way I live my life, but hey we are different that that's a good thing. I hope you no longer do business with etrailer because life is too short to deal with people you do not want to. I hope you find someone that can sell you the right part, at the right time, at the right price.

 

Sir, I actually agree with your strategy because it makes sense, and I try to do the same. I don't appreciate being labeled as an a-hole any more than the next guy though, which you and others have implied here. Here's the exact statement from my post: "I will say this, the customer service rep did let me vent for about 5 minutes before telling me to be quiet". Saying "vent for about 5 minutes" was an exaggeration, and "telling me to be quiet" was an exaggeration. I didn't time anything but it was probably closer to one minute of talking without any cussing, yelling, or personal attacks before the rep said something like, "okay, I get it, let me try to solve this". I don't blame you and others for assuming I'm an a-hole though because my choice of words was poor, and plenty of people are a-holes. So yes, there is a misunderstanding.

 

I needed parts for my baler. Its old, early 1970's old. Parts are still available too. I ordered some springs, pins and a haydog from Messicks. The parts were all in stock and I had them 2 days later, and they were all OEM, not junk from china. Pretty sad that a huge online retailer like Etrailer takes 10 days to pack a few parts, and poorly packages them, and they are junk parts to boot. Messicks is a brick and mortar tractor dealer with an online store. Maybe etrailer needs to revamp the way they do things. I have not been impressed with them ever, and I think I might have ordered something from them and when I got it the box was beat the crap and might have had a missing part or two as well. I think that might have been the receiver for the 2012 F350 when I swapped out the 3" one for a 2" one with more capacity.

 

Maybe if you would have started your first post without that 'exaggeration' then this thread would not have taken a turn.

At no time this I think you were an jerk. Basically, I fire anyone that that does not treat me like a human. Yelling is great for kids but I have found, that it's really the last step in a long term relationship and should never be used for someone you do not know.

Now, if I can get my two day delivery from UPS [which I just found out will be two weeks] so I can get this transmission repaired, I would be happy. The client is a real jerk but I really cannot fire him. Trust me, I've tried all approaches, he just keeps coming back. I've called him an *********, jerk, idiot, and every other name in the book. He just won't go away. Yes, that client is me.

 

Well etrailer may have had a day or two. I needed some new wheel bearing seals and was not in a hurry so I ordered somemore of what I had in the past.

Ordered on a 24th and I have them in hand delivered today. Packed properly and all 8 are in good shape and correct.

So anyway, at least I had a good result....maybe because I was not in need?

 

I have ordered 3 times from e-trailer, once was my Reese 5th wheel hitch for the in bed puck system. Never had a problem.