Whats the deal with Pelican?

mike_the_man · 04-28-2004, 10:38 AM

So, I called Pelican to put in an order. I press 1 to order parts. I'm on hold for about 5 minutes. Somebody answers, and I tell them that I want to some parts.

He says "just a second, I'll transfer you over to somebody that can do that for you." I thought thats what he was supposed to do, but no big deal. So, back on hold I go. A few minutes later somebody answers.

I say "I want to order some parts." The guy asks if it's for BMW or Porsche. I say Porsche. He informs me that he only does BMW, so back on hold I go again. This time the phone rings, and is picked up by an answering machine. I press the appropiate buttons to talk to somebody else, and back on hold I go again. Finally somebody answers, and I'm able to order my parts.

I order 12ft of vaccuum lines and some speed bleeders, and shipping comes to $17??? Seems a little steep. I realize that getting stuff to Canada is a pain, but $17? And, I'll probably have to pay duty as well.

Also, I wanted to order some used rear alignment shims, but I was informed that Pelican no longer deals in used parts. The thing is, there is still a used 914 parts section of the web page. So, does Pelican really not deal in used stuff anymore? If so, you better update your webpage.

On the plus side, everybody I talked to was very polite. I'm just a little miffed by the whole experience. I've ordered from Pelican before and never had any problems. So, whats the deal?

Paul_Heery · Paul_Heery's Garage

There are two things that are being held against you.

1.) You are a 914 owner.

2.) You're Canadian.

Eli at Pelican Parts · 04-28-2004, 01:15 PM

Mike,

Please allow me to interject if I may,

As we all know Murphy’s Law is still in effect and will always be in any line of business. Call volume, shipping rates, taxes and death are things that I’ve learn I can’t control. The call volume here comes in waves throughout the day starting at seven in morning and all the way until five in the evening.

I apologize for your hold time, unfortunately you may have caught a wave when we where experiencing a heavy call volume.

We have Porsche and BMW specialists who I encourage to swap calls that are best suited for. I believe that this practice not only allows our customers to speak the same language but it also our customers to get the advise that they’ve come to expect.

Like I mentioned in my opening statement, I can’t control the shipping rates. You got to understand that anytime a package travels beyond the continental USA there will be additional fees. I can only suggest putting together a larger order each time to save on shipping expenses.

I really hope that you truly understand our position and we only wish to supply each and every one of our customers with the parts and service that Pelican Parts is famous for.

If you need any further “technical” assistance please feel free to post it here, but if you need further assistance regarding this or any other related matters please feel free to contact me directly anytime. Once again thank you for your support and patience.

Sincerely,

eli@pelicanparts.com

skline · skline's Garage

Well, I have to say something in this topic as well. a week and a half ago, I returned some parts and they were supposed to credit it back to my credit card. It still is not credited back as of last night. How long does it take to get the refund? I know you are all busy with the move and all so I figured it would happen in a few days. Whats the story?

mike_the_man · 04-28-2004, 02:15 PM

Thanks for the reply Eli,

I understand that it may have just been busy when I called, and thats fine. I wasn't on hold all that long, so it wasn't a real big deal to me. Getting bounced around was getting a little annoying, and I was very close to hanging up, but it's all good.

Perhaps you should think about adding another option to your phone menu. For BMW parts press 1, for Porsche parts press 2, or something to that effect, if you specialists that will only deal with one type of vehicle. Just an idea.

I think my two major compaints are the $17 shipping for something that probably weighs a couple of pounds and can be sent in a pretty small box. It seems excessive to me, but I realize that shipping to Canada is more costly. Maybe $17 is reasonable, but it seems high to me.

The other problem was the used parts. So is it true that you no longer sell used parts? If not, then you should remove that link from your web page.

All in all, none of it was a real big deal. I was just slightly frustrated after I got off the phone, and felt I had to vent. Keep up the good work.

Eli at Pelican Parts · 04-28-2004, 02:48 PM

We’ve looked into the added phone option for both Porsche and BMW but this would ultimately make the hold times longer. We’d rather give it the human touch for now, but it’s not something we haven’t considered.

I’ll also forward your comments to our catalog team regarding the used parts. Please shoot me the link so I can send it directly to our team.

Once again Mike thank you for your patience and continued support.

Eli at Pelican Parts · 04-28-2004, 02:51 PM

skline,

I've sent you a PM....

Markeydoo · 04-28-2004, 08:01 PM

Boy
I feel your pain. Over 2 weeks ago I ordered a pair of Fiberglass rockers that were going to be ready for pickup in a week. Tha next week I called again. No rockers. If I were you guys I would see about finding a new source.
Mark

mike_the_man · 04-28-2004, 08:16 PM

Eli,

Here is the link to the used parts page.

http://www.pelicanparts.com/914/914sample_parts.htm

skline · skline's Garage

Well, I think they are resolving my problem now. I can understand how it can be when you are moving. I have done it myself.

sasquatch · 04-29-2004, 08:54 AM

Quote:

Originally posted by skline
Well, I have to say something in this topic as well. a week and a half ago, I returned some parts and they were supposed to credit it back to my credit card. It still is not credited back as of last night. How long does it take to get the refund? I know you are all busy with the move and all so I figured it would happen in a few days. Whats the story?

Keep waiting. They recieved a returned part from me on April 8th, and as of 10:47am today, April 29, the credit still has not shown up in my account. 21 days, this is excessive.

But, as a qualifier, Travis at PP (ext. 225) said the credit was posted to the credit card company Monday morning the 26th. It could take a few days to get from them, through my account. So, if I do not have it by next week I will drop in on them since I will be in SoCal on a business trip. They will get a nice visit from an adgitated 350lb Sicilian nicknamed Sasquatch.

Zeke · 04-29-2004, 08:40 PM

Quote:

Originally posted by mike_the_man

I order 12ft of vaccuum lines and some speed bleeders, and shipping comes to $17???

You can't get some lines at the local VW, Mercedes or BMW dealer in Canada? I sent a letter to Canada and it cost almost a dollar for a stamp. I called Fedex Ground (formerly RPS) and asked about shipping 3 lbs to Canada and they told me I had to go thru international shipping. The cost was going to be some unGodly amount. You boys up there won't be getting anything else from me.

anthony · 04-29-2004, 11:09 PM

Yes, go to your local aircooled bug shop for vacuum hose. I don't know why but Pelican charges an arm and a leg for vacuum hose that I get for $1/foot at my local shop. Is theirs made in Germany or something?

Dave at Pelican Parts · Dave at Pelican Parts's Garage

Last I checked (a good while ago, granted) it was German-made stuff.

--DD

DDS · 04-30-2004, 10:34 AM

I order plenty from the land of the free, and have learned to ship USPS (us mail) ground. You can check rates on the web - it is a flat rate to anywhere in Canada. If you sent the last lot UPS or other courier and thought $17 was bad, wait a few weeks till you get the $30 brokerage charge!
For VW stuff check California import parts in BC - inexpensive, web ordering (no holding), no border to cross. good free catalogue for reference. Stuff you can't get there, Pelican. Consolidate your order as much as you can and use the mail.

http://www.vwcalimports.com/

Dave

skline · skline's Garage

Well, my problem was handled already. being in the middle of a move can really disrupt things, so you just need to be patient. I already ordered some more stuff yesterday for the car. Lets see how fast it comes.

4WheelDrifter · 04-30-2004, 02:40 PM

Here's a few for ya:

I ordered 2 motor mounts for my 914 on Monday, 4/26 at 10:46 am EST. Wanted them shipped 2nd day air so I'd have them for the weekend to install. They were shipped out mid-day wednesday, why 2 days later, I don't know.

Today, I get some other guy's order and no motor mounts. I talked to Jason at PP who said he'll send the correct parts on monday since it's too late to ship them (overnighted) today. This means there are 2 pissed customers who went through the expence to get their parts quickly and didn't.

I didn't ask for but should have been offered a refund for the difference between ground shipping and the 2nd day air since I didn't get my parts when I should have.

While checking on the status on this order after I received the wrong stuff, a part that I didn't order was added to the motor mount order. Glad I checked or I probably would have been billed for the $185 part that isn't even for my car.

A week ago today I placed an order and the site still says "Checked in by tom" and nothing else. While on the phone with Jason, I got the skinny on that order but it would be nice if the site told me PP was waiting for some parts from Porsche. It would probably keep your phones less busy if up to date info about orders were posted on the site. I'm in no huge hurry for the parts in this particular order but it would be nice to know what's going on.

Not here to bash but these are my first 2 orders to PP and I'm not impressed. I know you guys are going through growing pains with the move and all but I don't want to feel them.

Tidybuoy · 04-30-2004, 04:23 PM

Wow! Sounds like a good Pelican Bashing.

Unfortunately, I have had nothing but perfect service with every order. I have had some difficulty ordering BMW stuff via phone but I chalk that up to the BMW section being newer than Porsche.

Besides selling me all the parts that I have needed over the years, I have used this web side for more info than I can get out of any repair book - Pelican is doing something right........and, that's my considered opinion......Vern

4WheelDrifter · 04-30-2004, 04:34 PM

No bashing, just stating facts and feelings. I hope these issues get fixed because I'm all for people helping 914 owners out.

DDS · 07:00 PM

My experiences with Pelican have been fine, don't let any recent glitches sour you. Good service, fair pricing, and Waynes efforts and the BBS buys my loyalty and the willingness to pay at times a reasonable premium.
I know from experience that managing growth isn't easy and businesses stumble sometimes. It happens. Good quality companies handle problems with class, bad ones show their true colours.
Even relatively minor internal glitches can cause a increase in phone traffic which creates further problems (more calls) which can become an exponential increase in activity, easily exceeding the capacity of the business, (which is designed for steady-state, average conditions) then service collapses till the root cause (ie a move, new computer, whatever) is addressed. (This can happen surprisingly quickly, ask me how I know....) They'll get through whatever it is.

Dave