What's your worst customer service experience?

[camrat68]

I just got off of the phone with two induhviduals at Denny's Driveshaft and had the worst customer service experience in recent memory. Needless to say, I'll ever deal with this particular company again. But that got me wondering about parts suppliers in general because I couldn't remember ever getting really poor customer service from any of the many after-market parts suppliers that I've dealt with as long as I've been working on my own cars.......

I'm just curious whether auto parts suppliers are more curteous because they know that the money being spent is most often discretionary.......

What have your experiences been?

Jim

[bigvegan]

Mine have been pretty good on the whole.

Actually, one of my favorite websites right now is www.notalwaysright.com, which gives customer service experiences from the employee's perspective.

If you get bad service, just move up the ranks, and let people know how you feel. (It's easy with e-mail, if they blow you off initially, you can just direct the company to the multiple forum threads you've opened on the issue, and let them choose whether to give those threads a happy ending.)

[dropit69]

mine was with a car dealer i went in looking for a new truck asked if he had a blue one..he said no but we have a black and red one..the 2 colors i didnt want so i told him no thanks i want blue and he said "your kinda picky arent ya",,i walked right out..

[Mathius]

Definitely with Paypal. Twice I've had bad experiences with them. Unfortunately I still have to use them because it's about the only way you can pay on ebay now since they don't accept checks or money orders anymore.

First time, a guy listed an auction as "chassis frame drag". Pictures shows a rolling chassis for a GSXR motorcycle. It showed a frame, handlebars, front forks, fender, and wheels. Rolling chassis, right? No engine, no tranny. I should have looked into it, but I didn't see it until the auction was ending, so I didn't figure I'd hear from the guy in time to still bid. Bid $200 or something like that, and the guy ships me out a frame only. I disputed with paypal, and they never once contacted me within the 30 day time period, then sent me a generic message saying my dispute was denied because the item wasn't sufficiently different than what was listed.

Second time, I setup an auction to sell a phone for my sister. I hadn't used Ebay to sell anything in about 4 years or so. My paypal account wasn't linked to my e-mail account and my Ebay account wasn't listed to my paypal account. I didn't even know these were a requirement. Then to top it all off, the last time I sold something it was with another e-mail address. The paypal default stayed the same, even though I updated my e-mail address with both ebay and yahoo. So the buyer sent the money to my old e-mail account that I had no access to. But I had no idea what was going on. All I knew was that I had a message saying the buyer had paid me, and the money was tied up in paypal. After 2 e-mails, I finally got pissed and called them on the phone, and after that they finally figured out what was wrong, but told me they couldn't do anything about it. I had to contact the buyer again, have him cancel the first payment, and re-send the payment to my new address. Thankfully he was a great guy and wasn't pissed, because he could very well have given me bad feedback or decided to tell me to F off, and not resend the money (I had already shipped the phone determining that he had paid, so the problem wasn't on his end).

Mathius

[LS1NOVA]

Bought some Goodmark Nova fenders and they wouldnt fit no matter what I did. Goodmark basically said screw off.

[-The Stig-]

I bought a Pontiac G8 GT... that has had an alignment issue since day 1.

They told me they couldn't touch it till at least 500miles due to the suspension being new and all this jazz about how they crank down the tie downs on the boats when they bring them over. :bsjerk:

I don't know about you guys, but if you've ever watched Long Shoremen unload a shipment of cars, they do not waste any time taking numerous tie downs off the car. The cars are basically chalked in place for easy loading and unloading.

Anywho.. so I drove 528 miles with the car pulling to the left. They then said "oh no, minimum 750 miles." I told them to go lick concrete and fix the car. They 'checked' it and said everything was within spec.

Car still pulled to left.

Had an accident with the car, which resulted in replacing the whole rear subframe in the car (which took 66 days to repair), a new wheel and tire. Then they re-aligned the whole car.

Still pulled to the left.

I brought it back and had the mechanic who put my car back together ride with me. I went down a few roads driving with my hands almost off the wheel to show him that the wheel turning without my inputs. His reply to me was I was a bad driver and I don't hold onto the wheel.

They said no road around here is flat, and I quickly named off a half dozen that have no crowns to them. I told them, even on a road with a crown, it'll still pull left.

I told them, it pulls HARDER to the left when I apply the brakes. They told me they couldn't touch the car till at least 5,000 miles. My service department basically wrote me off as a "complainer".

I had to bring the car back in for a On-star repair, apparently the battery died in the On-star gizmo. I asked for them to check the car out again.

I tried to explain to them, that I'm pretty sure I have a stuck caliper. Because the condition comes and goes under stop and go driving. I told them when the car is cold, it'll pull hard to the left. As in, if I take off down my street let go of the wheel and apply the brake the wheel will physically turn to the left almost 45 degrees. I explained to them, my 2001 Chevy Silverado with 145,000 miles on it does not do this. How can a 2008 car be allowed to do this?

They tried to explain to me that it was the 'sport tires' that grab the road and allow the car to do this. I would believe this, but the car never goes to the RIGHT. Only left... special tires maybe? Doubtful.


I tried to explain the whole stuck caliper concept that, it may be gummed up and get worked free while driving which explains why the car will drive fine for a few lights, then after a few stops it's back to pulling to the left.

They either didn't care, or didn't understand.

and I've got to take the car back in for a interior trim piece to be replaced because the 'paint' wore off. Something I'd expect from a car with 120,000 miles on it... not 4,600.

I hate my Pontiac. First NEW car I ever bought... worst experience ever...



Oh, and the car still pulls to the left.

[poormans69]

Take it to Talledega. It'll do fine.

[-The Stig-]

I would, but Ricky Bobby says to get me up to speed I'd have to ride with a Cougar in the car... and I'm afraid it'll tear up the leather. :lmao:

[6'9"Witha69]

Take it to Talledega. It'll do fine.
:rotfl:

[6'9"Witha69]

WORST experience was with a body shop in Pasadena. Took my '84 FoxBody GT in for front end repair. They state very clearly not to leave personal items in the car. When I picked it up, the box of cassettes (this was a while back) and my CD changer were gone. The box of tapes I sorta understand, but my changer was screwed to the floor. mounted in place! the f'ers told me that since I left it in the car they were not responsible. WTF!!!!!

Needless to say I was pissed. I ranted at everyone up the chain until the general manger called threatened to call the cops on me for disorderly conduct. I said go ahead, I'll file a theft report. Still didn't care, I was "escorted" out by security at that point.

This was in 1996 but I still will never deal with them again.

[BlueDragon]

Worst experience.... Strelka Built Performance Parts. I actually just submitted a thread about this "fine company".

Ordered custom valve covers... $400. No covers, no money back. Plus he never returns my phone calls or emails. Don't do business with that company.... EVER.

[ProTouring442]

WORST experience was with a body shop in Pasadena. Took my '84 FoxBody GT in for front end repair. They state very clearly not to leave personal items in the car. When I picked it up, the box of cassettes (this was a while back) and my CD changer were gone. The box of tapes I sorta understand, but my changer was screwed to the floor. mounted in place! the f'ers told me that since I left it in the car they were not responsible. WTF!!!!!

Needless to say I was pissed. I ranted at everyone up the chain until the general manger called threatened to call the cops on me for disorderly conduct. I said go ahead, I'll file a theft report. Still didn't care, I was "escorted" out by security at that point.

This was in 1996 but I still will never deal with them again.

Actually, unless you can show that the shop was negligent, your insurance is the responsible party.

Still, someone should have explained this to you in a polite fashion, and I get the feeling that "polite" is not the way it went down!

Shiny Side Up!
Bill

[Twentyover]

Custom EFI's

Took $1200 in 2006. All I've gotten is excuses.

He was supposed to deliver a 4bbl tbi system. I had a throttle body delivered to him. Middle of last year he sent that to me, but has not responded to multiple requests to return the money,

[CarlC]

I would, but Ricky Bobby says to get me up to speed I'd have to ride with a Cougar in the car... and I'm afraid it'll tear up the leather. :lmao:

Two-legs or four?

Do we have to limit it to cars? Don't get me started on termite and house inspectors.

[79-TA]

Ignoring the worthlessness of Hewlitt Packard Indian tech support that habitually lies to you . . .

My worst experience would have to be with my former smog man. I bought my '87 Mustang last year. It had been sitting for two years so I brought it back to life and needed it smogged. I wanted to run the timing at 8 degrees in advance and I don't have a fancy timing light, just my uncle's old school one. That is, it always flashes at 0 and can't be adjusted, so you have to make adjustments by actually looking at the markings on the balancer. So, I highlighted the 0 and 10 degree marks on the balancer with chalk and then adjusted things accordingly.

I take my car in and it passes everything with flying colors until the last test where he checks the timing. The smog guy tells me he's getting two readings, one at 8 degrees and one at 18. I explain to him how I highlighted it and he starts complaining about me having "two timing marks." Nevermind that the car has 41 timing marks engraved from the factory from -10 to +30 . . .

So I figure, whatever, I'll wipe off my ten degree chalk mark and bring it back in 3 days, the mandatory waiting period.

I do just that, wiping the mark off in the parking lot, right before pulling in. The guy freaks out and starts telling me to go see a real tech and that I don't know what I'm doing. He goes to time the car and thinking I'm stupid, connects his timing gun to the number 2 plug wire and of course the timing gun gets no reading in any range that makes sense. I call him out on this and he goes berzerk. I then take it to the next door mechanic to have the timing checked.

The next door mechanic, looking at my non-foreign car like some kind of spaceship, quickly does some research on his computer, but apparently it didn't pay off since he didn't unplug the spout connector. He was being gracious, so I didn't want to bother him. He then informed my that my car was timed at 12 degrees in advance . . . like I said, spout connector plug . . . ugh

I then go back to the smog guy next door and just tell him, "look, I can dump chalk all over my car and that is no reason for it to not pass smog when the factory timing marks are perfectly intact. It's your job to smog the car, just get it done." He goes crazy and gives me a refund, but withholds the receipt.

Finally, I go to another smog place, just up the road only minutes after "failing" smog for the second time. My car passes and the man confirms that my timing is at 8 degrees in advance just like I set it.

So now I have a new smog man and I pay 8 dollars more. If you live in SoCal, don't get your car smogged at the intersection of Westminster and Golden West. He's cheap, but he's also an idiot and none of the shops in that part of town know anything about American made cars.

I went back the next day to ask for my receipt, which he had withheld . . . he lied to me and told me I had it, only to reveal it sitting in his desk drawer seconds later. He said it was proper procedure to keep it, so I gave him the benefit of the doubt and let him do just that. I didn't rub in his face that my car did pass smog without trouble. He asked though, and I flashed my receipt from the other place only to be sworn at and called a liar several times over. I left and he started gossiping in Vietnamese about me to his next set of customers. I was over it and left.

[ProTouring442]

Wow... some of the stories here are simply amazing! Any wonder why I have started a customer service consulting & training business?

Shiny Side Up!
Bill

[Andrew McBride]

Progressive Insurance!!! dealing with this nightmare as we speak

I was Rearended at a stop sign and the girl was going about 45 mpg. Never seen me nor made an attempt to brake at the 4 way stop. Buckeled my bed in 2 places on the L side and one dent on the right side opposite from impact, and pretty much exploded the bumper!

Progressive asked to settle the claim the next day! Then they were pissed off when I didn't want my truck going to there shops. When I took it to my body shop, they set there and negotiated with the body shop on what needed to be done. The body shop wanted to put a whole new side on it, and the insurance said no. THEN...they said the dent on the right side was previous damage!!! I fought them for a long time and talked with several supervisors and now they just wont call me back. The body shop ended up giving me a break on fixing the other side.

Progressive also tells me they will only pay up to 60 days of chiropractic and medical visits, I said you will pay for it as long as needed. Moral of the story, if you get hit by anyone with progressive, prepare for the fun because this company screws you. Here I am with a screwed up back and a body shop payment that I never even did!!! THANK YOU PROGRESSIVE INSURANCE!!

[TnBlkC230WZ]

It's a toss up.

Finex. I have a defective new paint gun (needle) The dealer won't honor the warranty because I found it 30 days after I bought it. The Finex company keeps passing the phone to different area reps. All I ever wanted was a replacement needle. A small issue, but they won't even honor there warranty on a new part.

CPP. defective calipers, defective MC, defective rotors, missing parts, missleading salesmen, miss matched parts. I can't tell you how much time and money I spent making this turn-key system work. After the third issue, they stopped returning my calls. I've done several brake upgrades. They only take an afternoon. I worked on this system on and off for 6 months. It is the first time I ever had to use a dremel on a set of calipers to make the brake lines seal.

[BonzoHansen]

I had the same kind of alignment issues with Honda. Our new Pilot was very darty on the highway – like it was toed out. The service writer said that is the way they drive and if I wanted it realigned I have to pay. Um, no. It finally had to go in for an unrelated issue that also pissed me off, but when they gave to back it drifted right (they had to unbolt the cradle). So they realigned it for free and guess what – no more dartiness. I made sure to mention that to both the SW that told me it was no problem, and the service mgr, who simply shrugged. Last time I go there.

My worst was easily Cablevision. My cable internet service was down to mediocre DSL speeds and I had a number of reps flat lie to me on a number of topics. The best one was when I asked to talk to his supervisor. “I don’t have one”. What, you have no supervisor? “Nope”. Are you James Dolan? “No, who is that?” Your CEO. “Oh, no I am not him”. Then you must have a supervisor, I cannot imagine you report to no one. “Oh yeah, well, hold on”.

FWIW I had called Denny’s last summer, Denny himself answered the phone and was very pleasant, helpful and honest - ‘if you need it now, you might need to call someone else, I’m 6 weeks backlogged’. That last part is important to me because I have had a number of places screw me not telling me about back orders. I don’t mind waiting, just please tell me so I can adjust accordingly. I ended up getting mine from Inland (no issues, fast turnaround), but I’d call Denny’s again.

[Code Red]

AT&T DSL support in India, Direct TV, and Time Warner cable internet

[69stang]

X2 on Time Warner. I have roadrunner turbo and I'm sure its not running at their advertised speed. Their customer service is horrible.

Car-wise
The sable has the factory passive alarm which arms when you lock the doors. It kept going off randomly, sometimes in the middle of the night. I took it to the dealership where the service manager told me they did not come from the factory with such a thing. He wasn't the only one as other dealerships have said the same. I assured him it did, no aftermarket anything on the car. The passive system operates through those expensive keys with the chip in them and the ignition switch and the lock/unlock function on the key fob. So I walked out, left the car setting by their service entrance while I checked out the new mustangs. Not much later I heard the alarm go off and ignored it as I continued checking out new cars. At a later date I took it back for warranty work and had them check out the alarm problem. They eventually found a bad switch on the trunk latch. Haven't had a problem since.

[2006GTOS]

Beware STIG

Pontiac Service and Jerry's Pontiac Weatherford TX. 2006 GTO 32,000 with 2 dealer alignments, numerous parts replaced and still wearing inside of tires because it won't stay aligned. Bad negative camber and neither want to take credit fro defective parts or resolve issues. Leaking front right strut at delivery (took a month to get a new strut from AU while it sat a stealership), numerous bushings and defective bolts having been replaced when taken in for suspension issues like thud and clunks on turns. Even had a G6 loaner stuck at my house because the electrical system crashed and barely got it back to the stealership while they worked on the Goat. Great drivetrain bad suspension. Recently found out about a class action lawsuit about cars with similar issues. What a headache dealing with these idiots.

[KWIKND]

Strange Motion Rod and Custom
Cambridge, IL
Tim Strange

Build was supposed to be completed 8-10 months. Was paid in 6 month "progress" payments.
Took 4 1/2 years. One excuse after another. When I complained about poor quality he said "If you want Ridler quality it is going to cost more"
He did a frame off and didn't touch the bottom!?? Then sprayed it with a undercoat spray bomb over the 30 years of grime. Almost every item on the quote was done poorly or not done at all. Don't use him.

Dan

[parsonsj]

Thanks guys. Now I need to take my blood pressure pills, because this thread reminded me of the goons and thieves who forced me to install a radon mitigation kit in my old house in Maryland so I could sell it.

What a scam! And it cost me $1000 to ruin my house and basement. The only good thing is that the new owner is stuck with it... and not me.

jp

[ProMav71]

I have a ( so and so company) front end in my 71 Maverick. I'm dropping in a Ford 4.6 DOHC engine out of a 1998 Mustang Cobra. Do you guy make a motor mount kit for the 4.6? If so how much and what is the lead time?

Thanks, Travis

This is the response I get for asking about motor mounts.

"Yes we have 4.6 mts. I will be glad to sell you a pair for $109.00 although I have serious DOUBTS about the 4.6 DOHC in that narrow Maverick. There will a WHOLE LOT of major issues to deal with just to get it to fit in the engine bay if you installed a crossmember for a small block. In our experience we have discovered that it takes a ''special'' crossmember center section just to get the engines in, and that my friend is on the wider Mustangs. The Mavericks are a full 1'' narrower than the Mustangs. I will wish you good luck with the project though as you will need it before all the fabrication/ modifications/changes/rechanges/remodifications/headaches/nightmares and in general all around fun before engine is in. Then it would be time to try and find somewhere for the steering column to come through the firewall at, let alone the fact that the master cylinder will have to be moved somewhere else besides the firewall, (no room) For the headaches (size) that moter is not even close to being worth it even if it was free! Man, I could go on all day about the logistical nightmares associated with the DOHC in that too small of a car but I will not do that . I will just leave you with this wisdom from experience, LEAVE THAT DAMN DOHC WHERE IT IS! I tried to tell; ya! "

My response was.

"Attached you will find 2 pictures of my 98 DOHC cobra engine ALREADY sitting in the Maverick engine bay. All I wanted to know was if you guy made the frame mounts. Yes the crossmember had to be notched in the rear same as any Mustang app from you guys, Hiedts, or anyone else I've done the research my friend. Engine sits about 1/2" off crossmember with plenty of room for exhaust manifolds bellhousing etc. I will probably be running a hydroboost setup which there is plenty room for same as any SN95 body Mustang. With a shortened steering column I should have no issues. Engine sits lower and further back than a 302. There is tons of room with the DOHC engine in the Maverick! Now all that and I can even use a stock hood. I realize you may get questions from people time to time that have no idea what they are doing....I AM NOT one of those people! I do my research. I did not ask you for your opinion on wether you thought it was worth it to put a DOHC engine in a Maverick...I simply asked you if you guys made some engine/frame mounts and how much they were. I will look else where for the mounts or make them myself. There are 2 other Mavericks beside mine with DOHC engines by the way. So any doubt you had can now be laid to rest."

Travis.

And all I wanted to know is if they made the kit and how much GEEEZZZZZ!

[69Pony]

Years ago I bought McGard Wheel locks for my 87 LX 5.0 Mustang. When I went to install them it became evident that the grooves were too shallow and the metal too soft so the key basically screwed up the pattern. Of course, I thought it was me so I and a friend tried several with tire irons not air wrenches. Well it went from bad to worse because they were a pain to get off. Now the locks were only $25 but they wre crap so I returned them.

The place I bought them (Bay Area Tire in Annapolis) would not take them back - the owner was quite the ass. Stated it was my fault, a product issue, bad aligment of the planets, etc... Of course the conversation went down hill and he claimed he would whack me with a wrench if I came back. If that isn't a challenge I don't know what is....

I took my case to the parent company but got little satisfaction since they claim each shop in independantly owned. He would "suggest" to them that they take back the locks. I went back a couple of days later to give them another chance to make it right. Almost got whacked by the wrench that time. While there I noticed they relied on the PC on the counter quite a bit. Orders, customer info, cars in for service, etc... Also this was the start of the PC world so tres expensive equipment.

I talked to McGard and they said they would take the product back but it had to be through the seller channel. So with that I went back one more time to tell them they would be covered 100% by McGard. But to hedge my bet I took along a briefcase with a 10 pound strong magnet inside. When I arrive I get instant attitude from the guy behind the desk and shouts of "that ******* is back again". I calmly set my briefcase on the PC on the counter and wait for the manager. As he rants at me I open the briefcase and act as if I am looking for something but in reality I'm simply moving the briefcase around all over the PC. He is pissed and I'm sure my calm demeaner and smile on my face don't help. He kicks me out of the building but the last thing I hear leaving from the counter guy is "the PC isn't working". I figured I got my $25 back and then some. That's one hard drive that will never work again.....

[BonzoHansen]

LOL. On a side note, lock lugs only stop owners.

[TA219]

Beware STIG

Pontiac Service and Jerry's Pontiac Weatherford TX. 2006 GTO 32,000 with 2 dealer alignments, numerous parts replaced and still wearing inside of tires because it won't stay aligned. Bad negative camber and neither want to take credit fro defective parts or resolve issues. Leaking front right strut at delivery (took a month to get a new strut from AU while it sat a stealership), numerous bushings and defective bolts having been replaced when taken in for suspension issues like thud and clunks on turns. Even had a G6 loaner stuck at my house because the electrical system crashed and barely got it back to the stealership while they worked on the Goat. Great drivetrain bad suspension. Recently found out about a class action lawsuit about cars with similar issues. What a headache dealing with these idiots.

I didnt know there was a lawsuit! My 04 GTO had a new alignment every friday for the first 2 months i owned the car because it made an odd front end noise that they attributed to allignment. The car couldnt keep an allignment, it was differnet every time they got it on the rack!

I finally got them to replace a few worn out bushings after finding proof on the forums that they were wearing out early because of the boat ride.... I got the "well i'll be darned" response when they compared the new and old parts :smashcomp

They never really fixed the entire problem and I gave up on trying. I am about to replace my front tires because one has good tread and the other is almost worn out on the outside edge.... not to worry though, the new Camaro is here and guess what is getting traded in!! :D :D

[camrat68]

Wow! So I guess that my experience was far from out of the ordinary. This just makes me appreciate the companies with good to excellent customer service that much more.:idea:

Jim

[bigvegan]

"This just makes me appreciate the companies with good to excellent customer service that much more."

Amen. You'll notice the distinct lack of horror stories about the businesses to the right of the screen. There's a lot to be said for hiring people who know what they're doing.

[Mathius]

AT&T DSL support in India, Direct TV, and Time Warner cable internet

Eh. Utility companies shouldn't count in this thread. They're all horrible. They all have the attitude that you need them, not the other way around. Centurytel phone gave me problems even though I was a customer for like 6 years, Time Warner is always raising their prices and has poor customer service, and Dish Network locked me into a 2 year contract and doesn't even offer the local station that carries my Cavs games, let alone the other basic channels I want to watch that Time Warner has in their basic lineup, but Dish doesn't, like G4, Speed, etc.

Mathius

[69camarokid]

well... i just had mine right now. I just finished up with the company 2 minutes ago and im pissed. The company is called pro car parts. They sell a series of racing seats under the brand Otto R. I strongly recommend, or better yet, warn people from purchasing these seats... you might die.

basically about 18 months ago i bought a pair of Otto R racing seats for my 69 camaro. Would have loved sparco or recaro but im on a budget. I got the seats and i loved them. Thgey were installed but never really usd because my car was undergoing a full drivetrain swap for the last year and a half. Three weeks ago i got the car running and started using it on a daily basis. After 2 weeks the seat started to sway front and back nearly 6 to 8 inches and leaning to one side. I could barely reach the pedals or shifter because of this.

So i did what any gear head would do and took it apart to investigate the problem. Upon taking the seat out and pulling it apart i discovered that the seat frame welds had snapped!!! The frame of the seat and the rest were completely detatched on one side! Can u even imagine what would have happened if i had gotten into an accident!

So i called up the company nad sent them pictures of the snapped welds to which they told me that my warranty had expired and they wernt going to do anything about it. I persisted and they offered me a 10% discount on a replacement seat. I told them i didnt want a new seat, that my seat was in perfect condition other than the frame and i just wanted them ot fix it.... they didnt even need to give me a new one. The guy i talked to said his boss said no.:machine:

So i proceeded to explain to him that its califonia state law that if your product has a safety defect or issue then it doesnt matter if the warrenty is expired, you must fix the issue or replace it! He said that that made sense and he would talk to his boss and call me right back. That was 5 days ago!:bsjerk:

So i called this morning to be given the same run around by another "customer Services" employee. They tried the discount and i told them they were breaking the law to which he basically said in a much nicer way "tough ****". I told him that if they refused to fix the seat that i would se them in small claims court. And I more than likely will.:enguard:

The sad thing is that i know how to weld just fine but i dont have access to a welder or id just take care of it myself. I cant believe they can sell products but not stand behind them.... thats bull****.

Sorry this rant is sooooo long but it just happened and im still really pissed!

[Damn True]

California Department of Motor Vehicles.

Federal Transportation Security Agency.

United States Postal Service.

Internal Revenue Service.

[Happyfunballs]

Companies that use overseas "customer service" and "tech" services. i.e. Dish Network, Dell, Linksys....argh