When You Don't Buy From Pelican: Part Duh

[asphaltgambler]

Ok.................this is a follow up post on "What Happens when you don't buy from Pelican Parts" several weeks back. If you are not familiar with the story (and it's a good one) you must do the search on the original..............then read the final re-g*dd#mndiculous follow up here. You just won't believe it.

This 'other' major parts company in question that starts with a "P" (performance) and ends with a "P" (products) has THE WORST CUSTOMER SERVICE..... ..EVER !@#$@#$@!!!!!

At last post I was in the process of returning my front strut brace back to PP because they had sent the wrong color. I wanted red and only the end mounts were red but the cross bar was blue anodized. Not my style.

I called customer service on the 13th of april to see if they had received the brace. I waited on hold for @20min before a agent finally answered "no they had not recieved it"
I then called UPS to obtain a tracking number. Turns out they had received it on the 11th !! Call back next day wait 25min for a live customer service rep and he tells me the same thing....'They had not yet received it' -I then informed him that person "xyz" had signed for the part on the 11th.............3 days earlier. He then replied....Oh yeah......I do see that (on my screen) that we have the returned part and that it is being processed now. I asked how long does "the process" take. He said "just a few days"
I then go back over the whole original order and the problems noting that the brace was the wrong color and gave him the correct part number AND color so that he could 'enter' it into the 'system' so that there would be no mistakes. This is where things get good.......??
On returned parts you have to get a authorization number from...you guessed it.............a 'customer service agent'. Which (if you have the patience) averages 20 minutes or more to obtain a live person. I then completed a return form with the authorization number and included why I was returning it and what part (and part number) I wanted to exchage it for. I THEN HIGH LIGHTED ALL THE COMPLETED FIELDS WITH YELLOW HIGH LIGHTER, PUT THE FORM IN ONE END OF THE BOX. WITH MAGIC MARKER; I DREW ARROWS ON ALL 4 SIDES POINTING TO THE END OF THE BOX TO OPEN SO THAT THEY WOULD PLAINLY SEE THE RETURN FORM.

I followed up on the 21st with yet another call to 'customer service' as to the status of my new, correct color brace. He said " the part is being prepared for shippment" ........I said "uh OK'

The brace finally arrived yesterday by UPS. Took 3 weeks. I was excited I have been waiting for this part to finish my front end upgrade re-furbish.

I open the box with great anticipation...................................... ...........guess whats in there?? THE EXACT SAME PART THAT I HAD SHIPPED OUT THREE WEEKS AGO!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!!!

AAAAAAAAAAAAAAAHHHHHHHHHHHHHHHHHHHHHH!!!!!!!


I call 'customer service' yet again. Go over whole story one...........more.............time. Guy says that "they can ship the corect brace out to me..............as soon as they get one in stock" I say..............."WTF...........in stock? You mean to say that you don't have the correct part in stock??"

He says (now get this) "No sir.......we haven't had that part in stock since April 5th!!!" I then somewhat calmly state that prior follow-up phone calls to 'customer service' the agents told me you had several units in stock and that it would be no problem to ship. He says " No sir......don't know why they would have told you something like that"!!


I resigned myself to the fact that that I'm stuck. I take the crossbar to my work, bead blast off the blue anodizing, Wire wheel finish the surface, bead blast again to get the surface look I wanted then painted it with Eastwood's Alumi-blast paint. It now looks great and I'm installing it today

I f#cking HATE PerformanceProducts

[pwd72s]

Sad experiences make good teachers....

[kycarguy 935]

Sounds like some of the things and some of the hold times for C.S. when I worked for Tweeks in Long Beach. I didn't like how unorganized the place was and found a better position in a new company a few months later.

All companies have some problems but its how you handle the problems that set your company apart from the rest.

[asphaltgambler]

If you look back at my original post it was one mistake after another all on only one large order. Each call back to the new 'agent' seemed to be clueless about prior calls and problems to that order.

This last deal on the brace was absolutely rediculous. It was a comedy of errors