What Happens When you DON'T buy from Pelican

[asphaltgambler]

........Here goes somewhat of a Readers-Digest version of what NOT to do. I'm nearing the end of my '85 Targa rebuild. Fresh 3.4 with SuperCup cams, JE's, 964 plastic intake, B&B. 915 w/upgraded bearing plate, syncros, etc. I'll post the entire story soon with pics. It's a Good one!

Engine/trans are almost ready to install so I'm now working on the rest of the car. Basically starting from the front bumper and working back. It's a nice car but it has been sitting for 1-1/2 years and a lot of things need attention before I am ready for the drivetrain.

Since I'm a veteran Tech (BMW) and a hobbyist I've completed many, many different ground-up builds. I'm very experienced. This is where the story 'starts'

A few weeks ago I was ready for the next round of parts......front strut bar, bump-steer kit, carpet set, hood liner, etc, etc. The approx price of the order w/o shipping about $1000.00 -Just as I was about to call Pelican I checked my email and received an discount offer from a major competing parts/catalog 'place' .......Many of you would instantly recognize them. Their firms' name also starts with a "P".........ends with an "S".

Obviously, I had ordered from them as well as Pelican in the past. PRIOR experience was about the same between the two companies. Pricing, customer service, shipping, communication was OK. Untill now I had only placed small orders with each. No real upside or downside, just about average performance from both.

The email 'offer' from the other "P" company included a big discount of two of the more expensive parts I needed. So I went with them.................... I know, I know.....BIG mistak.............me bad!

The order was placed on Wed with utmost importance to have all the items arrive by Friday eve. I had to do 2nd day air to get this done (in time for the weekend) The "agent" stated that they had all the parts in stock and I would indeed receive everything by Friday evening

I arrive home Fri and expecting to see my front porch full of large boxes and what do I see? 1 small box (about the size of a loaf of bread) ...........That's it??........ WTF?? I suddenly see my plans for the weekend quickly going down the tubes.

So I call Sat morning (p!ssed-off)and guess what? their customer service are not in on weekends (to handle problems as mine) I wanted a refund.

Mon I call and the 'new' agent says that "Of course you don't have all your stuff because that stuff (exact verbage) is being shipped from the supplier".........??? I said I paid a HUGE amount to get that "stuff" here it two days, she said....." Well sir you WILL get your stuff in two days....when they ship it" .????..............AGAIN WTF???

I said I don't need them 1 week from now and then ship in two days- I needed them this past weekend for my project"!! On and on it went. So after settling down I asked when will I get the rest of my stuff?? she said by Friday. Fri comes and guess what? only some parts arrive and to further p1ss me off the strut bar was anodized the WRONG color.

Monday rolls around again. I call again. 'new' agent answers. I tell him my story and that I'm p1ssed off; especially about the strut bar color. He suggested that I should "paint it" the color I want/need.......??? I replied that it is ANODIZED" not painted and why would I want to do that after paying f***ing almost $300 for the wrong piece?? He said that that's what I should do If I needed the problem immediately corrected!!

Then (same conversation/agent) I said I also had not received my front carpet set as promised (late shipemnt) he replied............." Well sir the company that makes that set has to first cut from the pattern, sew the edges, assemble the pieces, then ship them out............all that takes time"

I replied to same agent that on the intial order that the person I spoke with assured me that YOU had all parts in stock, ready to ship............................his reply? No sir, I don't see anywhere in my notes on this order that was promissed" !!!

I cancel the remaining order with "P" catolog firm..... Pick up the phone, call Pelican. Guy's name was Jason. Very helpful and concerned about processing the order to have it in time for the weekend (I did not tell him what happened) In my haste I for got to order 1 part and called him back and had to place additional order. "no problem...I'll get this expidited ASAP so you will have all your parts by Fri eve.

Know what?? "Stuff" from pelican was the right parts and on time. Many thanks to Wanye and your staff. I promiss not to ever stray again !!

[pwd72s]

We learn as we go, eh? It's good to get a low price, but excellent service is priceless.

[HardDrive]

I've had a recents parts order with Pelican where one item was delayed. No biggie. Customer service was excellent. The other parts in my order shipped THAT SAME DAY. Order placed at 11am, they were on a truck by 5pm.

[asphaltgambler]

The new parts service from Pelican is much improved. Instant contact confirmation via email, much friendlier service. Now there is NO comparison.

[legion]

Originally posted by asphaltgambler
The new parts service from Pelican is much improved. Instant contact confirmation via email, much friendlier service. Now there is NO comparison.

How are other companies to compete?

Oh yeah....they just stop selling Porsche parts...

[coloradoporsche]

I've had both good and bad experiences with PP and.....PP. But I figure I’ve saved thousands by using this forum so I always give Pelican the first shot.

And now, with the new "give us a chance to match the price" policy (as I understand it anyway) there is no reason to buy anywhere else.

[Tobra]

Originally posted by HardDrive
I've had a recents parts order with Pelican where one item was delayed. No biggie. Customer service was excellent. The other parts in my order shipped THAT SAME DAY. Order placed at 11am, they were on a truck by 5pm.

Sometimes I am glad if I can get the parts at all, should have just gone to the stealership for my firewall shift bushing, waiting on it to do the 901 shifter bushings, but overall, Pelican ain't bad at all

One suggestion though, if y'all are going to send the "shifter bushing kit" to someone, send it in one box, will save you a bunch on shipping, which you can pass on to us, your loyal customers. I for one am not going to start a job like that until I have all the parts, and I literally got parts of the order on three different days, my office manager was very amused by the large important looking box, with a tiny little piece of plastic in it.

[asphaltgambler]

Update on story; Monday 3rd

Need to return my new strut brace (wrong anodized color) and also because I didn't take the 'customer service agents' advice by "painting it the correct color" myself.

Here's the 411 on company "P" (ending with "S")..............in order to return something, even to exchange you must obtain an "authorization number" They give a contact number on the form just for this.

Guess what? I called 5 times today trying to speak to an 'agent' The longest period on hold was 22minutes (1st time) the last time was 10 minutes. Each time I had yet to speak to a live person. The calls were placed through out the business day their time. Now I'm really p!ssed off. I can't even return the d#amn thing w/o the g@d$nm number.

...........So I call the other line. The one where I placed the original order. The main sales line. Rings three times and I get to a live person..................WOW what a suprise. This guy does finally help me and the package will be off tomorrow AM. I hate this *****. I'm a busy person.

It's clear that the firm does not care about problem / return parts. If they did they would have a least SOMEONE to answer the return/problem orders. They DO care however about selling me more 'stuff'

[ZOA NOM]

To chime in: I purchased a new set of Clewett plug wires from our host just prior to a road trip across the country. Well, it started to rain, and I found myself on the road with a light show under my hood, and a terrific miss. Placed a call to Pelican and posted my issue in the forum, which was echoed by others. When Wayne found out, he contacted Dave Clewett, who promtly started working on a fix. Pelican also overnighted me a new set of Magnecores and waited patiently for me to return from my several week trip to return the Clewetts. In the end, it was the genuine concern that I heard on the other end of the phone that convinced me that Pelican is different.

[coldstart]

Not to slag on our host, but I only received on out of the six pieces from my order last week due to PP's error. The PP customer rep though was very helpful and determined to make it right though.

Everyone screws up sometimes, it is what they do to fix it that separates a good business from a business I won't buy from.

[charleskieffner]

nology shipped me set of plug wires with coil to dist wire about 2" too short. called pelican and they said they would take care of it asap. man i didnt even have time to get home crack beer and the nology rep was on the phone , asked what i needed, to ship old one back and new one was on the way. i was amazed! and he sent me STEEEEEEEEEKERS! when i was a kid i worked for awhile in high end restaurant called trader vics...........learned first hand what good food and service was. as an adult was in aerospace machine tool sales. have had customer service driven thru my skull. when i go out to eat i know what good service is! when i buy hi-buck parts for my porsche.................i know what excellent service is..................PELICAN hands down everytime! like i said the other day to another pelican in prescott "EVERY DAY IS A FIESTA HERE WHEN WE GOT NEW WAZOO RACEY PARTS TO HANGEN AUF DER PORSCHEN"!

[Jason Porter]

Originally posted by asphaltgambler

I cancel the remaining order with "P" catolog firm..... Pick up the phone, call Pelican. Guy's name was Jason. Very helpful and concerned about processing the order to have it in time for the weekend (I did not tell him what happened) In my haste I for got to order 1 part and called him back and had to place additional order. "no problem...I'll get this expidited ASAP so you will have all your parts by Fri eve.

Know what?? "Stuff" from pelican was the right parts and on time. Many thanks to Wanye and your staff. I promiss not to ever stray again !!

I just saw this Thanks for you kind words sir. That's what I get paid for. Funny that I get paid to sit around and talk to car guys all day. Hardly seems fair to the rest of ya! I'm glad things worked out for you, and once again, I appreciate your kind words. Happy Holiday weekend to you and yours!

[charleskieffner]

if its good its good.............if its bad...........its crap! been awhile since i wrote and it still stands true. great service you guys. my ONLY PORSCHE PARTS SOURCE............PELICAN!

[Joeaksa]

Originally posted by asphaltgambler
Update on story; Monday 3rd

Need to return my new strut brace (wrong anodized color) and also because I didn't take the 'customer service agents' advice by "painting it the correct color" myself.

Here's the 411 on company "P" (ending with "S")..............in order to return something, even to exchange you must obtain an "authorization number" They give a contact number on the form just for this.

Guess what? I called 5 times today trying to speak to an 'agent' The longest period on hold was 22minutes (1st time) the last time was 10 minutes. Each time I had yet to speak to a live person. The calls were placed through out the business day their time. Now I'm really p!ssed off. I can't even return the d#amn thing w/o the g@d$nm number.

...........So I call the other line. The one where I placed the original order. The main sales line. Rings three times and I get to a live person..................WOW what a suprise. This guy does finally help me and the package will be off tomorrow AM. I hate this *****. I'm a busy person.

It's clear that the firm does not care about problem / return parts. If they did they would have a least SOMEONE to answer the return/problem orders. They DO care however about selling me more 'stuff'

Let me make it very simple for you. Call your credit card company and tell them (the short version) of what happened and that they now will not talk to you to give you a RMA number. Stop the charges.

I can guarantee that within a few days that Perfo (oops almost said it) will call and want to talk to you. Then you can get the RMA and ship the crap back to them, collect.

[asphaltgambler]

Joe........ I resolved it my self. Believe it or not after I sent my wrong color strut brace back with all the paper work and the important info with the new part I wanted HIGHLIGHTED IN YELLOW...........guess what happened??

After three weeks they sent the SAME STRUT BRACE BACK!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

Can even F**king believe that shyt?? So I took it down the street to my powder coaters and powder coated it the right color. Only costs an additional $40.00 !!

H3ll, that strut brace already has 10K miles on it

[Jays72T]

You should send them the bill just for kicks.

[azasadny]

I have been ordering alot of parts for my car and I always order from PelicanParts, if at all possible and have never been disappointed. McMaster-Carr (stainless steel clamps), AircraftSpruce (exhaust and ventilation hoses, several other small orders from various companies) have also been good. Besides having decent parts and shipping quickly, PelicanParts provides us with this forum and technical docs/diagrams online. I could not keep my '74 without this site. There is no way I could have kept my 32-year-old 911 on the road without this resource and the great folks who have helped me out. How much is this worth to me? Priceless!!

[Porsche-O-Phile]

Pelican rocks, however there's one thing I'm curious about:

I default to Pelican quite a bit for my P-car toys because being so close to their El Segundo location (yes, I've been there - several times) I can order stuff and have it at my front door step courtesy of the brown truck dude the next day - all for the low, low price of UPS ground or "free" if it's a "free shipping on this item" item.

All well and good, although I've noticed there have been a couple of times where I don't get stuff as fast because it comes from Northern California now. Is this stuff stocked or just drop-shipped? I'm not griping - I'm sure Wayne is doing whatever he can to keep quality of service up and costs down (and let's face it - warehousing parts is expensive $ per square foot - especially in SoCal and most especially for items that probably don't exactly fly off the shelves).

The web site is pretty accurate, but I'm just wondering which items tend to be the "local" ones and which ones are typically the "Northern California" ones.