Poor customer service

[wildman923]

Sorry all had to vent and share my frustration. This is a copy of the letter I sent to an undisclosedcompany that I'm not going to bash. Nor am I EVER going to order from them again.

The reason for my letter tonight is my total dissapointment in the service I have received. Within the last 48 hours I have spent close to 800 dollars with your company on 2 orders. First issue of complaint would be I get home from working a long day to be astounded to find 1 package at my home instead of 2, like I had planned. I Check the tracking on UPS and it stated "In Transit -
Re-
Scheduled " figuring there is some mistake I contact UPS directly and they inform me that "THE PACKAGE WAS LEFT IN A UPS FACILITY CAUSING THIS DELAY". Ok I can understand there was issues boxing up the package and sending it off. Shit Happens, no problem, just wont do my gears this weekend and my brand new shop press gets to sit stagnite. I can deal with that. So onto the package that actually made it to me, like a kid in a candy store I dig in, little foam peanuts flying like sand in a windstorm, and to my surprise I'm short 2 bolts and 4 bushings for the front of my rear springs. Six little items that will keep me from doing ANY work to my truck on my only weekend off in the month of August. 1st mistake shame on me, 2nd mistake shame on you. Also to add insult to injury my name isn't even spelled correctly on the invoice. My last name had to be correct in order to charge my credit card, also had to be correct to send me an e-mail with the tracking numbers. Hey guess 2 out of 3 isn't bad. So now that I'm sitting here looking at parts I can't install (well I could install the U-bolt flip kit just have a wee lil bit of tire rubbing). So from here I will be expecting a refund on the 2 Greasable Bolts that I did not receive as well as the 4 Spring Bushings that I did not receive, also I would like some form of adjustment on the shipping for the Gears,Setup Kit, and Solid Spacer that I have yet to receive.
Thank You for trying,
Nelson "Bob" DiGregorio

[t0talkos]

Not a fun story unless you tell everybody who it was.

[lgraham09]

Sounds like UPS messed up the 2nd package that probably has the rest of your bushings in it. Have fun dealing with them, they don't give a shit.

[wildman923]

Would agree could send some blame UPS's way if the facts didn't say that the package was dropped off at 9:41 PM when I placed the order at 8:30 in the morning. For some reason dont think they would have thrown in the bushings on a separate order.

[Kajo4x4toy]

Sounds like you have gotten some bad initial service that ruined your weekend but don't automatically assume the company has bad customer service. Things happen in the shipping business that are way out of the shiping customers control.

Post up the letter you get back from the company when you get it. That will be the true test of their customer service.

I have had similar situations happen and have had both good and bad final outcomes. I still do business with the ones that took care of me (I missed a big weekend wheelin' for one mistake). The ones that didn't fix the problem, well lets just say I don't help support their business anymore.

NOTE: I am currently not affiliated with any company and have no vested interest in whatever company you are talking about.

[RCRunner]

Originally Posted by t0talkos

Not a fun story unless you tell everybody who it was.

x2 ... let us know ...

[johny5]

i got the same BS , try being in another country with brokrage fees every time the dont ship the order complet ,

[TrikeKid]

May be helpful to people thinking of ordering from the unnamed company if you post the name.

[Hottrod81]

This needs to be in the bas seller section, not here

[Hammer Hog]

Originally Posted by Hottrod81

This needs to be in the bas seller section, not here

x10

[Landslide]

This thread is useless - call them and bitch.

Sounds like you have this problem - poor planning on your part doesn’t make an emergency on theirs - waiting to the last moment to order your stuff and not allowing any lead time for things that could and will go wrong.

I'm sure this whatever company saw your name on the order and said Fuck him, lets screw up his order and ruin his weekend

[BajaBilly]

If your not going to name the company then you are helping no one, so who gives a shit and move this post.

[4runner]

okay, I ordered four items and got three, called the company, they said ooops, sorry, we will get it right out...few days later I get a box with some other item in it--not the one item I need...so I call back and they say, ooops, sorry,we will reship first thing in the morning, wonder who got your part?-I am sure we will find out soon...


am I upset, not really, did I yell? nope...still calmly waiting for the right part to arrive...it will get here and I will install it...I love great customer service when something goes wrong...

[Gnarly4X]

Poor customer service is everywhere.. and it really sucks. I experience it everyday. The issue has been in the local news lately. And, of course, it's been a very hot topic here on the board. Very recently I lost a major bid opportunity because DHL didn't make the overnight delivery.

So, what can you do? In my distant past I worked as a "Engineering Procurement Coordinator" for a very large aerospace/military company in California. I was green and first year out of college. I was trained by ex-military officers. I only came back to my office and reported to my boss that "I couldn't get what they wanted until tomorrow" -- ONE TIME!!!! Since then, I've learned a few tricks on my own as well. I spent time in Customer Service Management roles as well. I've been on both ends. People make mistakes, some because they don't know and some because they don't care about the quality of their jobs. Some time it's just uncontrollable circumstances. One thing that has worked for me is contacting the right people and then asking them for their help, then expressing a sense of urgency. I only resort to going up the ladder unless I run out of options and need to escalate the situation, and I usually go to the top or as close as I can get.

Here's one thing I did when it was critical to get the part: I spoke to someone in charge with a sense of urgency and asked for their help "I need your help". I had a human verify that the part was available and they saw it with their own eyes. I then asked to speak to the person in charge of shipping. Again asking for their help with a sense of urgency. Then I requested that before the package was actually boxed up, that I was to be called and it was confirmed the parts were actually in the hands of the person in charge of putting them in the shipping container. I asked when the UPS or Fed-x truck was to be there and made sure there was time. Then I verified with that person what the "ship to" address he had, and the method of payment. I called back 30 minutes after the reported pick up time and spoke to the guy in the shipping department that, in fact, the package was on the truck. I then alerted my receiving people and the person in the warehouse that actually spoke to the truck drivers and explained about the package and to contact me if there was any issue with receiving it. With all this, it usually brought enough attention to the matter that I rarely did NOT receive my package on time and the contents was as ordered.

I realize this exercise is ridiculous for the average, but the extra time and phone calls avoided major problems. I have learned over the years not to trust anyone to take care of critical issues. For example, every escrow/title company, in the past 8 years, I have delt with has made mistakes in the documentation that would have negatively effected the outcome of the transactions for me. This also includes mortgage/finance companies. Man, I could go on for days!!
Gnarls.

[steveh]

Bob, unless you are going to state the name of the company, i am going to delete this thread.

Just to be fair, if UPS messes up, it's UPS's fault, not the shipper.

Typically when we see posts like this, it turns out the person complaining never even gave the company they are complaining about a chance to correct the issue(s), hence the reason we see many of these where the company name is left out.

So, I take this whole thread with a grain of salt, unless it can be substantiated.

[steveh]

Originally Posted by wildman923

Would agree could send some blame UPS's way if the facts didn't say that the package was dropped off at 9:41 PM when I placed the order at 8:30 in the morning. For some reason dont think they would have thrown in the bushings on a separate order.

UPS tracking does mean crap. Just ask UPS, they will tell you that it does not indicate a damn thing.

The drop off is when the drivers truck is unloaded, and does not indicate the time the package was actually picked up.

[mtbrjon]

Most big vendors keep an eye on this site. I'd say mentioning the name would likely get you some results. You didn't tell us if you've even contacted the company to inform them of the mistake?! If a guy calls me unhappy about my company it usually gets fixed faster than a letter or email. Personally I probably wouldn't bitch on this board unless it was a last resort after emails and phone calls.

[yodamankp]

Originally Posted by Hottrod81

This needs to be in the bas seller section, not here

No doubt. This is Toyota tech not the piss and moan section

[wildman923]

I will more than likely make a phone call on Tuesday if I do not receive a response on Monday by e-mail. Figure that will be adequate time to wait for a response. However there has been an additional problem arise. Not being a technical expert on spring bushings when I ordered I asked for bushings that will work with stock leaf spring eyelets. Well found out today the ones I did receive just didn't fit, just a wee bit too big. Ah well that I will not place any blame anywhere but myself for not being a bushing expert. But some form of communication between All Pro off-road and myself will take place eventually and hopefully this issue will get resolved in a timely manner.
Bob

[RocKrawler]

If you bought this from All Pro, I apologize in advance for any inconvenience this has caused. While we cant control shipping delays once the parts leave our hands, I can most certainly refund the shipping on the late package and get reimbursed from UPS. As for missing parts, when the other package arrives please verify they are not in the other box. Any incorrect or missing parts I will pack myself and ship immediately to get you what you need to finish the job.
As for never buying from any vendor because UPS delayed a box is beyond the control of the vendor, AP or anyone else. It was not intentional on our part for UPS to forget a package in their facility & delay your install. Likewise, we strive for 100% accuracy in shipments, and your missing parts may very well be in the box that has yet to be delivered. If it isnt, please give me a chance to make it right.

Terry
All Pro

[Richard]

way to step up , hope all works out

[steveh]

Terry is a man of his word. I mentioned to him on the phone a part seemed to be the wrong size, and a replacement was on my door step a few days later that corrected something I did not even know was a problem. So if it was All-Pro, and you posted here first before working with them, that's just fawked up.

Same goes for Inchworm, FROR, Trail Gear, Marlin and just about any vendor of Toy parts that is here on PBB.

[Gnarly4X]

Originally Posted by steveh

Terry is a man of his word. I mentioned to him on the phone a part seemed to be the wrong size, and a replacement was on my door step a few days later that corrected something I did not even know was a problem. So if it was All-Pro, and you posted here first before working with them, that's just fawked up.

Same goes for Inchworm, FROR, Trail Gear, Marlin and just about any vendor of Toy parts that is here on PBB.

Steve, I'm glad you didn't delete or move this. I know that it's a touchy subject here, but I think these post are more of good thing than a bad thing -- even though some posts are valid and factual and some are whinny and irresponsible - they all seem to expose something good. Yeah, I see the argument that they don't belong here, but getting your parts is where the "tech" starts!! It's also interesting that some the longest threads are NOT about tech!! It's informational, and most everyone here wants to be "in the know". Also, the vendors that are targeting this market, and have any sense of business awareness, will also want to know what's really going on at the consumer's end. Many executives and others inside company don't really know what the consumer's perspective is. Errors are going to happen, but it boils down to what corrective action is taken. I've won over many customers after having an issue, then correcting the problem, adding an offer to "compenstate" for their inconvience. This usually builds good will, respect, and loyality. One other note: the original "mistake" is 99.9% NON-INTENTIONAL, but the lack of response to take corrective action is always 99.9% INTENTIONAL. That's just my worthless opinion.
Gnarls.

[SeaBass44]

Originally Posted by RocKrawler

If you bought this from All Pro, I apologize in advance for any inconvenience this has caused. While we cant control shipping delays once the parts leave our hands, I can most certainly refund the shipping on the late package and get reimbursed from UPS. As for missing parts, when the other package arrives please verify they are not in the other box. Any incorrect or missing parts I will pack myself and ship immediately to get you what you need to finish the job.
As for never buying from any vendor because UPS delayed a box is beyond the control of the vendor, AP or anyone else. It was not intentional on our part for UPS to forget a package in their facility & delay your install. Likewise, we strive for 100% accuracy in shipments, and your missing parts may very well be in the box that has yet to be delivered. If it isnt, please give me a chance to make it right.

Terry
All Pro

Terry is a Pro, an ALL-PRO
I still have those LED Fuses for ya
shoot me a PM email or call

[thewizard182]

Posting in a forum complaining is completely stupid if you haven't even got a response from the company yet. He doesn't even know if any of it is the vendors fault. His parts may be in the box the shipping company still has, even if they aren't give the vendor a chance to make it right in private before trying to give them a bad name. If that vendor wasn't watching this board, there would never be any way for other potential customers to know it was made right. Yes i know he originally left out the vendor name, which i say was a good idea, no need to know the name because until the vendor responds to him there is no problem. Which means his post was just a rant, and should probably go to chat. The only way it becomes useful is because the vendor responded.