What's Wrong In This Picture

[dad911]

Originally Posted by ApexNC

.....
I'll take this down when I receive a 2nd shipment, in packaging which respects the instructions clearly printed on the wrapper. If PP finds this embarrassing, good. They ought to. This was purchased with a gift certificate give to me by my late wife. Oh, and I will *not* be made to pay return shipping in order to set this right. Don't be ridiculous. I'll be on the phone with PP today seeking remedy. Oh, I also expect to receive a *new* roof skin, not just this same one in a different package. I'll be on the lookout for the tear I found in the wrapper, which was already there before I opened the box.

I'm sure you are perfect, never made a mistake, and if you owned a company with employees or subcontractors you would personally inspect everything that they do, as it's being done.

Wow. I'd say there is tie for today's 'Pelican douche-of-the-day' contest, and lunch isn't even over yet. I Can Be So Juvenile at Times...

I'm embarrassed that I will hit 'submit reply' after I write this.....

Please show a pic of your Targa Top after you recover it, in it's perfection.....

[Don Ro]

Originally Posted by widgeon13

The customer is always right!

.
It's called "consumer sovereignty".
A good company knows this.
.
I had a field supervisor years ago who screwed up a job on a monthly service contract. I made good to the tune of $5,900 out of pocket. It was my 6th year on that contract and I kept it until I retired 18 years later.
$47,000/yr. contract - I would have been a fool to not honor it.

[wdfifteen]

[PetrolBlueSC]

Why would someone put a "Do Not Bend" sticker on a Targa Top skin?

[aschen]

Originally Posted by MRM

Items that are drop shipped usually come directly from the manufacturer.

exactly, so they should know how to package their items.


Again I think sombody with a spare sticker and an apreciation for sutle humor is have a good time with OP

[stomachmonkey]

Originally Posted by aschen

exactly, so they should know how to package their items.

Technically that top is not bent, it's folded.

[red-beard]

At least it wasn't spindled or mutilated...

[Mark at Pelican Parts]

ApexNC,

Thank you for bringing this to our attention and we apologize for packaging this item incorrectly and any inconvenience to you.

We're going to ship you a new replacement item, properly packaged, immediately.

Also, you will receive two emails, the first will be an RMA# and the second will be a prepaid label for the original item. We're not going to wait to receive the original item before we ship the replacement but if you would return the original item in a reasonable time-frame, we'd appreciate it.

Once again, we apologize for the issue and we're hoping to earn your business once again in the future.

Feel free to contact me directly at anytime.

Mark Hotchkis
Pelican Parts
mark@pelicanparts.com
310.626.8765 x309

[gprsh924]

Douche. Seek a resolution before the public bashing.

[Porsche-O-Phile]

Exactly my thought. Pelican is one of the few companies left that actually uses USA-based customer service guys that'll answer the phone and talk to you. If you'd talked with one of their people we wouldn't even be here.

Bad form.

The comment about bending the targa roof skin made me LOL - too true! They're supposed to bend a bit!

[aap1966]

Originally Posted by Mark at Pelican Parts

ApexNC,

Thank you for bringing this to our attention and we apologize for packaging this item incorrectly and any inconvenience to you.

We're going to ship you a new replacement item, properly packaged, immediately.

Also, you will receive two emails, the first will be an RMA# and the second will be a prepaid label for the original item. We're not going to wait to receive the original item before we ship the replacement but if you would return the original item in a reasonable time-frame, we'd appreciate it.

Once again, we apologize for the issue and we're hoping to earn your business once again in the future.

Feel free to contact me directly at anytime.

Mark Hotchkis
Pelican Parts
mark@pelicanparts.com
310.626.8765 x309

For Newbies, this is not because the issue was so public, this response reflects the normal Pelican standard of service.

[gacook]

Originally Posted by Mark at Pelican Parts

ApexNC,

Thank you for bringing this to our attention and we apologize for packaging this item incorrectly and any inconvenience to you.

We're going to ship you a new replacement item, properly packaged, immediately.

Also, you will receive two emails, the first will be an RMA# and the second will be a prepaid label for the original item. We're not going to wait to receive the original item before we ship the replacement but if you would return the original item in a reasonable time-frame, we'd appreciate it.

Once again, we apologize for the issue and we're hoping to earn your business once again in the future.

Feel free to contact me directly at anytime.

Mark Hotchkis
Pelican Parts
mark@pelicanparts.com
310.626.8765 x309

Exactly how it should have been handled, and exactly how I'd expect Pelican to handle it. From my experience, their customer service is top notch. OP, next time (if their IS a next time) I'd suggest you go directly to them to get resolution instead of taking to the public forum first.

[ApexNC]

Just received a FedEx return shipping label. So far so good. Thanks for the sympathetic responses. I posted that this morning well before west coast call center people were even awake. I agree it would have been more gracious to contact PP first and were things going better here I certainly would have. But yesterday was not a good day for me at all and finding this on my doorstep when I finally got home at 3:00am was just the last straw. I know. That's really not PP's fault. Sorry. I promise to praise the excellent customer service I got once this gets sorted out.

[stomachmonkey]

Originally Posted by ApexNC

Just received a FedEx return shipping label. So far so good. Thanks for the sympathetic responses. I posted that this morning well before west coast call center people were even awake. I agree it would have been more gracious to contact PP first and were things going better here I certainly would have. But yesterday was not a good day for me at all and finding this on my doorstep when I finally got home at 3:00am was just the last straw. I know. That's really not PP's fault. Sorry. I promise to praise the excellent customer service I got once this gets sorted out.

I'm sure I speak for more than myself when I say I hope that as time passes your days will get better. We know they can never be what they once were but I hope you soon find peace.

As much as we sometimes bicker and kick each other around down here in OT we are like any other severely dysfunctional family and should you ever need someone to talk to we are here to listen and help in any way we can.

Be strong and be well.

Scott

[gamin]

ApexNC. Nice apology. It was needed. PP has exceptional customer service as shown above. Now that the stress is relieved plan on a drive to the Raleigh Grand for "cars and coffee" this Saturday AM.

[aschen]

I figured OP was having a bad day from his post. I could see how a bend across that giant do not bend sticker could get you worked up a bit if it was a bad day.

The outcome was exactly as everybody expected. Pelican is awesome, I dont even cross shop anywhere else any more. If they dont have it I probably dont need it .

I STILL think somebody was messing with you though

[Targa Me]

Originally Posted by gprsh924

.... Seek a resolution before the public bashing.

+1
Ever since I have been buying from PP, I have never had a problem that they wouldn't make right.

Good customer service is a priority at Pelican Parts.

[flipper35]

I think Comcast hires the guys that Wayne won't

[M.D. Holloway]

While it may be easy to criticize Apex for being rash, one thing that stood out from his original post was that this was purchased using a gift cert from his late wife. The emotions tied into this must be enormous.

If we were to wait to act only after logical process was applied there would be far less passion in the world.

I'm not for knee jerk reactions dictating life - often cool heads prevail but we are human and not Vulcan.

Should he have done due deligance and contacted Pelican in a measured and appropriate professional man or expressing his concern, seeking a remedy prior to going public? Well ya, but that's not always going to happen because we are human beings rought with passion which is often pure gut action. Isn't the best way to love life but I would not like the alternitive.

Pelican did right. In my 10 years dealing with them I've not seen been screwed over once. I wish all companies worked like they do. Wayne set a good set of core values in place. Mark and the rest of leadership are tops. Best I've witnessed.

Glad we gave Apex his chance to vent with little condemnation.

But let's try to understand his perspective. It's not just a bent targa skin, it was a conduit of love from his late wife. I'm not so sure if that thing came delivered by a guilded chariot being driven by Steve Macqueen being pulled by winged unicorns farting skittles it would have good enough. He's allowed to B a bit. It's understandable.

[Rot 911]

Hmmmm, a month and a half later and we never saw pics of the new top! Like a previous poster stated, I don't think the top being folded in half made any difference. Lay it out in the sun and it would have been fine.