Rant - Is it just Me ?
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Cargo Master
Joined: Apr 2007
Posts: 2,063
Likes: 38
From: Valley Center, California
Rant - Is it just Me ?
Ordered a part from an iconic Ford Truck outfit in California. It was crazy over-priced but I went for it in favor of the no-hassle factor.
After a month, I call and ask about the order. None in stock - They will call back.... 3 days later I call again... they are clueless. Since I don't know the name of the previous person who took my call, I'm somehow at fault. They will look into it.......
As an Owner in the Off Road World, I would have called my Vendor and had an answer back to my Customer in 30 minutes. I would have directed my Vendor to ship the part to my Customer and I would pick up the freight.....
Am I missing something here ? Are these outfits so arrogant in their "Vintage" exclusivity that they run the show ?
Looks to me like an opportunity for competitors to step up and offer some simple customer care......
Thanks, I feel better
After a month, I call and ask about the order. None in stock - They will call back.... 3 days later I call again... they are clueless. Since I don't know the name of the previous person who took my call, I'm somehow at fault. They will look into it.......
As an Owner in the Off Road World, I would have called my Vendor and had an answer back to my Customer in 30 minutes. I would have directed my Vendor to ship the part to my Customer and I would pick up the freight.....
Am I missing something here ? Are these outfits so arrogant in their "Vintage" exclusivity that they run the show ?
Looks to me like an opportunity for competitors to step up and offer some simple customer care......
Thanks, I feel better
Senior User
Joined: Aug 2007
Posts: 160
Likes: 0
From: Enfield Connecticut
I think it happens with all the catalog stores to some degree. I placed a sizable (nearly $1000) order with another ford truck place on the east coast.
When I got my box, I noticed they didn't send the brake hoses I ordered. When I called and asked what the deal was, they said it was on back order and I could try some place else. You'd think that after placing an order of that size they'd have the courtesy of a phone call/email letting you know.
The other side of that coin: I worked for a major Mustang parts dealer when I was 18 as a phone jockey filling orders. If you think I gave a damn one way or another back then about...well....anything...I didn't.
When I got my box, I noticed they didn't send the brake hoses I ordered. When I called and asked what the deal was, they said it was on back order and I could try some place else. You'd think that after placing an order of that size they'd have the courtesy of a phone call/email letting you know.
The other side of that coin: I worked for a major Mustang parts dealer when I was 18 as a phone jockey filling orders. If you think I gave a damn one way or another back then about...well....anything...I didn't.
Fleet Owner
Joined: Jul 2004
Posts: 27,291
Likes: 1,055
From: NM
I've been dealing with a Porsche parts house in CA that sets a standard for all retailers. Seamless internet ordering, updates on shipping status nearly daily, fast shipping, and follow-up surveys (that go directly to the owner) after every order. I've placed about 8 orders and not one glitch. When a part is back-ordered, they send a notice immediately with the option to hold the rest of the order, cancel the order, etc. With all this their parts prices are very competitive.
Unfortunately, this is not the usual experience, especially for internet sales. It's so easy to do it right, I just don't know why so many don't get it.
Unfortunately, this is not the usual experience, especially for internet sales. It's so easy to do it right, I just don't know why so many don't get it.
Elder User
Joined: Oct 2004
Posts: 628
Likes: 1
From: Batavia Oh
I order some DIY bedcoating over a month ago.After completing the order it said that the coating would be shipped within nine days.After three weeks I called to check on my order and they told me that they would not have enough orders to ship until 10/9/09 which is today.I was wondering how long I would have to wait for them to fill there shipping quota.I paid for shipping of my product and I really do not care about there quota.I feel that since I paid there shipping costs they should send my order asap.
Post Fiend
Joined: May 2008
Posts: 7,641
Likes: 21
From: Poway, Ca.
I deal pretty much with the local folks we have here in Escondido a few miles north of me (or a few miles south of you) I usually walk in, talk to the same person I always deal with, and get seamless service. If they don't have a part, they order and ship it to me automatically. I think the face to face thing is important, and I like dealing with my regular people.
Hotshot
Joined: Nov 2000
Posts: 11,591
Likes: 14
From: Pflugerville, tx
Ordered a part from an iconic Ford Truck outfit in California. It was crazy over-priced but I went for it in favor of the no-hassle factor.
After a month, I call and ask about the order. None in stock - They will call back.... 3 days later I call again... they are clueless. Since I don't know the name of the previous person who took my call, I'm somehow at fault. They will look into it.......
As an Owner in the Off Road World, I would have called my Vendor and had an answer back to my Customer in 30 minutes. I would have directed my Vendor to ship the part to my Customer and I would pick up the freight.....
Am I missing something here ? Are these outfits so arrogant in their "Vintage" exclusivity that they run the show ?
Looks to me like an opportunity for competitors to step up and offer some simple customer care......
Thanks, I feel better
After a month, I call and ask about the order. None in stock - They will call back.... 3 days later I call again... they are clueless. Since I don't know the name of the previous person who took my call, I'm somehow at fault. They will look into it.......
As an Owner in the Off Road World, I would have called my Vendor and had an answer back to my Customer in 30 minutes. I would have directed my Vendor to ship the part to my Customer and I would pick up the freight.....
Am I missing something here ? Are these outfits so arrogant in their "Vintage" exclusivity that they run the show ?
Looks to me like an opportunity for competitors to step up and offer some simple customer care......
Thanks, I feel better
don't know how many they have
don't know how many customers have ordered (thus can't tell if they have any extra or not)
have different COLORS of the same product managed by different people with different databases
don't know how the products work, none of the specs
don't know what was ACTUALLY shipped to the customer
avoid doing charge/credit on their finance system, so there is NO way to track customer payments..
I just don't know how they stay in business.. (and I'll never use them again after this latest mess)..
Sam
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Post Fiend
Joined: Jun 2001
Posts: 7,493
Likes: 7
From: Erie, pa
About a half mile from me is a building that origanaly housed a department store, when there still was such a thing, it is huge. Now it is wall to wall telephone/computer stations - thats right a telephone call center - they do both do call outs and incoming sales.
My step daughter worked (?) there for awhile at the incoming section. When she got to work she was assigned a work station - when she signed on to the puter she would find out what she was "selling" that day - it could be the TV Wonder products, catalog sales or online internet sales.
In the 6 months or so that she remembered how to get there she sold everthing from fuzzy little bunnies to Mack Truck parts - usually two or three different types of things per day.
As I or anyone whoever met her knows, she could care less about anything (including herself) than anyone in the world. Raise your voice, ask a hard question - she would screw up your order.
There are several of these call centers here in good ol Erie, PA - you don't have to talk to someone in BFE to get screwed over.
My step daughter worked (?) there for awhile at the incoming section. When she got to work she was assigned a work station - when she signed on to the puter she would find out what she was "selling" that day - it could be the TV Wonder products, catalog sales or online internet sales.
In the 6 months or so that she remembered how to get there she sold everthing from fuzzy little bunnies to Mack Truck parts - usually two or three different types of things per day.
As I or anyone whoever met her knows, she could care less about anything (including herself) than anyone in the world. Raise your voice, ask a hard question - she would screw up your order.
There are several of these call centers here in good ol Erie, PA - you don't have to talk to someone in BFE to get screwed over.
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Fleet Owner
Joined: Jul 2004
Posts: 27,291
Likes: 1,055
From: NM
Post Fiend
Joined: May 2008
Posts: 7,641
Likes: 21
From: Poway, Ca.
There's a Victoria's Secret call center right down the road from me. From what I've seen, none of the ladies working there could possibly fit into, or benefit from, the products they're selling. I wonder how they treat some sweet 20-yr-old who calls in to order a Size 4 38-DD teddy?!
Elder User
Joined: Nov 2008
Posts: 915
Likes: 1
From: Gunbarrel, Co.
Ok don't laugh. It's been three week since I ordered a optima battery from summit racing and they've sent three notices that there was going to be another delay. The last notice was yesterday stating the delivery date has moved from 10/5 to 10/20. So I email them to canel my order
immediately. Found the same battery on Amazon for 15 buck more and would ship today. I just got back in and have a message from summit and amazon the battery shipped today. So now what am I suppost to do?
immediately. Found the same battery on Amazon for 15 buck more and would ship today. I just got back in and have a message from summit and amazon the battery shipped today. So now what am I suppost to do?
Senior User
Joined: Aug 2008
Posts: 277
Likes: 1
From: Sacramento, California
Frankly customer service these days sucks! You would think with the economy being in the toilet and hundreds out of work that businesses would be bending over backwards to make sure customer service was top notch in order to keep your business. Well unfortunately these days it is quite the opposite. These kids these days have no work ethic whatsoever and could care less if they do a good job or not, they have a sense of entitlement and will get paid regardless of how well they perform. It is a disgrace.
I'll have the Roast Duck
Joined: Jul 2002
Posts: 9,622
Likes: 110
From: Northshore, MN
Hmm, to me, Musicians Friend has set the bar for all internet order companies to follow. I have yet to find one as consistent, or as good, or as fast. No matter what the product is....and that includes my local grocery store. 
