Email Parts Support Issues

SRISER · 12-24-2003, 05:08 AM

I have had two encounters via email trying to get part numbers. The person at Pelican that I corresponded with was less than helpful and in a response email, downright insulting. I still don't have the answer to two other questions and it has been over two weeks.
Interestingly, I dealt with the same person for a previous question (return authrorization number) and he was just as rude.

Consequently, I am really struggling with whether to actually buy the parts I need from Pelican or go to Porsche (special order parts). Of course I can't since I don't have the second part number I need and the answer to one of the questions.

This is not an invitation to bash Pelican since every other contact (phone) has been beyond outstanding. I think it is just this one bad apple.

What did I need?
1. Part number for the rear wiper bib (post) for a '88 Carrera Coupe with a wing (it is longer). Got this part number...
2. Little sleeve that goes over it. The sleeve is long (number 14 on the exploded drawing I think). Still waiting. Response was "I already sent you the part number..." despite this clearly being a different part and request for assistance.
3. Is the wiper arm a different length on winged and non-winged cars? No response.

jyl · jyl's Garage

Suggest you PM Wayne directly. He'll take care of it.

SRISER · 12-24-2003, 05:53 AM

I'll do that. I just want to get this project finished.

Larry Harris · 12-25-2003, 12:35 PM

It is amazing what a difference an employee with an attitude can make in my perception of a business. I realize that dealing with the public on a daily basis can be difficult, but that is not my problem. An owner may work his tail off for years to build a rapport with prospective customers, and then have his constructive efforts destroyed by one disgruntled employee, and that employee's negative attitude towards customers.

For several years I dealt with an independent Porsche shop about 20 miles from my home. I trusted the owner without question. Three years ago, when I was without a Porsche, he passed away and the daily operation of the shop as thrust upon a blood relative.

I cannot describe the difference, other than to say I would not trust these new people to check the air in my tires.

Sound familar?

Larry Harris

Zeke · 12-25-2003, 02:33 PM

Quote:

Originally posted by SRISER

3. Is the wiper arm a different length on winged and non-winged cars? No response.

The folks at Pelican are walking, talking human beings. There isn't any one person that can know all the answers, and the people at Pelican are no exception. They are not encyclopedias. Sometimes it's better to go to someone who can look at the car or part. Or try a different person. You might try a direct email to Tom@PelicanParts.com Tom's a real parts hound. (No offense, Wayne, you are too.)