Vendor Rant

[bavtech]

I placed a order of almost $500 over 30 days ago with a supporting vendor here on the forums and I still have not got my order. I sent multiple emails without a without even a hello.

I am not to worried about getting my funds back since I bought it thru paypal but I did send a last email request and gave the vendor another 24 hours to respond.

What is with vendors who want to sell items on the internet and don't follow up with a bit of communication. If you have items that are on back order then at least say something. If you can't fill my order then just refund me. I understand things happen.

I am in the parts reselling business also and this is just no excuse for this type of business. This is not the first time it has happened with a forum supporting vendor. I love supporting small vendors that are trying to fight there way against the BIG mail order speed shops. These are the same monster speed warehouses that put a lot of small speed shops out of business. But some of you(not all) vendors make it hard to continue to support you.

I do not want to broadcast this particular vendors name because I just do not think it is ethical.

I believe that no matter if you are a internet, phone, or walk in customer that you should be treated any different. The medium for communication and the sale are different but the customer is not.

Treat your customer like you would want to be treated.

[rjsjea]

You have patience......30 days w/o so much as a contact is too long.

[XLexusTech]

If the parts are wheels it seems like a few month wait is common

[Damn True]

If the parts are wheels it seems like a few month wait is common

Let's try to avoid 20 questions leading to figuring out who the vendor is at this point ok?

I've asked the OP to let me know who it is and I will attempt to contact them and see if we can make everyone happy w/o muck-raking.



It's no excuse of course, but a lot of the vendors are having a tough time right now. Many have had to cut back to part-time to allow for "day-jobs" and or lay-off significant portions of their staffs. Again, no excuse, but my hope is that a bit of insight breeds some understanding.

[brans72]

Damn True thanks for keeping it real and trying to help Bavtech out here!!!

[ProTouring442]

Let's try to avoid 20 questions leading to figuring out who the vendor is at this point ok?

I've asked the OP to let me know who it is and I will attempt to contact them and see if we can make everyone happy w/o muck-raking.



It's no excuse of course, but a lot of the vendors are having a tough time right now. Many have had to cut back to part-time to allow for "day-jobs" and or lay-off significant portions of their staffs. Again, no excuse, but my hope is that a bit of insight breeds some understanding.

While this would more than explain the delay, it does not explain nor in any way excuse the lack of communication. It simply doesn't take long to type up a quick email explaining the delay, and a vendor's lack of doing so is nothing more than a complete lack of respect for their customer. Worse, it also shows their inability to understand the single most powerful form of advertising, customer referrals.

I am a business consultant specializing in customer service issues, and it never ceases to amaze me how often a company and its employees simply do not understand the power of excellent customer service.

Shiny Side Up!
Bill

[Damn True]

Bill,

You are absolutely right.....which is why I led with the caveat "no excuse".

[JamesJ]

The thing to remember is just because they are a supporting vendor does not mean they are perfect of that even know waht they are doing. I dont think that the application to give money to pro-touring is that extensive...

[Tony_SS]

If that vendor has a reputation of ignoring his customers, he should have his vendor status pulled from the site IMO.

[Damn True]

That is in the "tool-kit" so to speak, but let's not get the cart ahead of the horse here.

Again, I've asked the OP to let me know who the vendor is and offered to attempt to contact them myself. The OP has yet to do that though.

If there are extenuating circumstances it would be best for all parties if this can be handled back-channel. If there is actual wrong-doing we will make it known as we have in the past.

Thankfully it hasn't often come to that. But we won't hesitate to do it again if need be.

[buickfunnycar.com]

Thanks for keeping it real True...there's always 3 sides to every story.

[Damn True]

You betcha.

Mob mentality often reins in conversations like this. I've been guilty of getting swept up in it myself occasionally. Just trying to keep that from happening.

[ProTouring442]

You betcha.

Mob mentality often reins in conversations like this. I've been guilty of getting swept up in it myself occasionally. Just trying to keep that from happening.

Much appreciated!

Shiny Side Up!
Bill

[badbu68]

I am not to worried about getting my funds back since I bought it thru paypal but I did send a last email request and gave the vendor another 24 hours to respond.

Good luck on that. I paid through pay pal on something else and lost my $600. They (pay pal) ruled in my favor and nothing happened.

[Damn True]

It appears that the OP and the vendor in question have reached a mutually agreeable solution.

If there are changes in that regard there will be information to follow.

Pitchforks, torches and clubs are not required at this time.

[bavtech]

Update...

The vendor finally got a hold of me and said he was going to ship a partial order out today and the rest by the end of the week.

Now I appreciate the fact he finally got ahold of me but they should have said this when I placed the order. I and anybody else would understand a situation but they have to step up.

Vendors - If you are having production delays and have to switch your vendors. Then post it on your website. Be up front with your customers and keep them informed.

They need to remember that this is a tough business climate. But those willing to see this slow economy as a opportunity and those who work hard at taking care of there customers will benefit when times change.

I do have to give props to company's like MuscleRodz, American Autowire, Marquez Design, MODO and a few more that I have ordered parts from. You guys are doing a great job and keep it up.

[Twentyover]

Pitchforks, torches and clubs are not required at this time.



Aw Man! You don't let us have any Fun!

How about noose's? I could use a good hangin' right about now.....

[mulisha00]

If you paid with paypal you do have a time period in which to file a claim. I don't know your terms but make sure you don't let that time period expire. If you file the dispute the money is gonna come out of the vendors account and I guarantee you'll get an answer or your money back.

[Randy67]

I'm glad to see things are getting worked out. 30 days is nothing to me anymore.
Several years back I dealt with a vendor (only ones that made any performance parts for the car I had) that took 1 year and 3 months to get the parts to me. This was after I had researched them and spoke with them about the concerns. They told me up front it may be 3-4 months to get the parts and I told them as long as they would keep me informed I would go ahead and order. They did keep me informed for the first couple months, then calls and emails went unanswered for months. I even got the attorney general office involved and was about to get a lawyer when they finally contacted me and I finally received the parts 2 months later. Since then their BBB rating is rock bottom and they have been sued by the state AG and had a summary judgement against them (they didn't even bother to go to court). Surprisingly they are still in business. But they are known on the message boards so most people avoid them. :machine:

[Tony@AirRideTech]

Before you have all of the facts you do have to sometimes take stuff with a grain of salt. I have had issues where a customer was only attempting to contact us electronically via e-mail.... the problem was that from his e-mail was getting caught in my spam filter. Didnt know it for a couple of weeks. I have also had that happen the other way around. There are a couple of things that I do go by before I purchase anything mail order from a company.

1. If they dont accpet a regular credit card and they only accept "paypal" or mailed funds... they can bite me. I wont do business with them.

2. If they only do business via E-mail and you can not talk to a human on a phone.... I wont do business with them

There are too many quality manufacturers and distributors out there today to work with.

[Denvervet]

I am having a similar situation as bavtech and beginning to hear of many similar ones of same vendor. I ordered and paid for a serpentine setup and steering column 3 months ago. I keep getting the run around and lots of excuses about manufacturing problems, etc. Yet when I contact those manufacturer directly they say there are no problems and could ship in a week.
I too have been trying to be patient and send emails but getting little to no replies.
I like the idea of supporting vendors here also but will likely just order direct or big suppliers from now or.
As many others on here I own my business and don't jerk people around...period.

[DRJDVM's '69]

My one comment....dont rely on getting ahold of people via email.
If you dont hear back after 2-3 emails.... pick up the phone and call them.... and then keep calling them.
Emails have a tendency to get lost in spam software or looked at with the intention to "reply alittle later today" etc , and then never do.
Use the phone....

[Damn True]

Before you have all of the facts you do have to sometimes take stuff with a grain of salt. I have had issues where a customer was only attempting to contact us electronically via e-mail.... the problem was that from his e-mail was getting caught in my spam filter. Didnt know it for a couple of weeks. I have also had that happen the other way around. There are a couple of things that I do go by before I purchase anything mail order from a company.

1. If they dont accpet a regular credit card and they only accept "paypal" or mailed funds... they can bite me. I wont do business with them.

2. If they only do business via E-mail and you can not talk to a human on a phone.... I wont do business with them

There are too many quality manufacturers and distributors out there today to work with.


Excellent points. I will not do business via PayPal. Even a person to person sale.

[Mark Antrim]

I just got over a same problem.I waited for 7 months for a part that was promised in less than 2 months. I only emailed them once and called twice a week of at least 5 of those months. Always getting the "its still on back order" line,the CFO didn't tell me this when he took my money.Its over now and I have the product. I know now I probably wont do business or refer them to anyone in the future. Customer service is not what it used to be.

[Modo Innovations]

I do have to give props to company's like MuscleRodz, American Autowire, Marquez Design, MODO and a few more that I have ordered parts from. You guys are doing a great job and keep it up.

Thanks for the props. That is nice to hear. I deal with Mike at Musclerodz often and he is a stand up guy.

I am also having trouble getting some parts from a vendor myself (not a vendor on this site) and I can agree it is very frustrating. If someone orders something that I am out of, I tell them this info up front. The customer's credit card does not get charged until I have it in my hands and it is ready to ship.I feel that is the right thing to do.

[bavtech]

Normally I like to walk in and Pay directly but you see so many internet vendors these days do not give you a street address or even have a location. Plus I am busy and it is hard to get away from my office to buy parts. It is much easier for me these days to purchase items from the internet. I bet a few of the forums supporting vendors work a regular job and have a ecommerce site also. It is kind of the nature of ecom and business these days. It is much cheaper to do something out of your house then to pay rent and rent at a location. I understand you have to get a start somewhere but even with that you must learn good business practices.

These days it should not matter if you email, call, or show up. You should be treated the same and those vendors that do this will benefit in the new business world.

Some people need to learn that you have to go above and beyond in customer service no matter what medium your customer prefers to purchase from you.

[Damn True]

This issue and a similar one on another message board (non-car related) piqued my curiosity on the subject of modern e-commerce. So I did a little research and found this:

http://www.dmaresponsibility.org/30DayRule/

and

http://www.dmaresponsibility.org/30DayRule/#5

The short version is that for standard product part #'s, the vendor has 30 days from when the order has been successfully received (as opposed to processed or paid). And responsible vendors typically do not charge for standard part #'s until the order has been processed (i.e. shipped). Custom orders are typically 50% deposit. But again, the clock starts ticking when the order has been successfully received. The rule provides ample leeway--all based around effective communication. Real credit card processors demand that policies be published on websites and catalogs and that policies are in accordance with FTC guidelines. No compliance means no payment gateway approval. So the very presence of published policies is a strong qualifier. Buyers should always look for those policies before placing an order. If the policies are not present, then the vendor is likely to be circumnavigating the process (i.e. paypal.)

Customers should also discuss terms at the time of order. When will it ship? When will I be charged? Even if the terms are not favorable, the customer can request proper terms: "I'm ordering standard part numbers, so I want to be charged when the order ships." If the vendor refuses, there is a good chance that the vendor is relying on each customer's funds to finance each transaction rather than investing in inventory. Dot-com era vs brick & mortar. With credit tight, this problem is on the rise.

[bavtech]

Very good information. I will do more research prior to ordering next time.