(rant) email to vertex customer service

[jbrinkley]

this is why I won't order from them again.


sales@**********.com

core returns PO#1271899

I returned some calipers for a core credit that were delivered on the 9th of this month at 11:26 AM signed for by Andy. Why did I have to call you guys to get some sort of acknowledgement that you ever recieved them? The person I just spoke to referenced katrina issues, which really makes your sales people look bad. You had the core. You had electricity. There were no shipping delays. I know this because I sent some fittings back to BAT inc. in Sarasota the same day. Their credit showed up last week, and I've allready received a mailed statement with slip showing the credit a couple days ago.
This is the second time I and a friend of mine had to make a phone call for small returns credits.
This is also the reason why I order so little from you guys. This is also the reason I won't be ordering from you in the future. It wouldn't bother me much if you had a credible excuse, but this seems standard practice for you guys. Needless to say, anything I might think about buying from you guys will be sourced elsewhere.
jerry brinkley

I officially don't like these guys, and you can say it serves me right, but, as far as I know PP doesn't have a caliper exchange deal.

[aturboman]

Having been in the parts business for over 20 years I can tell you cores always have been, and still are a tough subject. Remember that the vendor recieving the core must make a determination if it is rebuildable or not BEFORE they can issue any type of credit.
A core is destined to be the rebuild part for someone else next time. You wouldn't want to be the one recieving a junk rebuilt part because they didn't have time to properly disassemble and inspect the core.I would agree that good customer service is to notify the customer of reciept and then tell them how long the inspection/evaluation process is going to take before a credit can be issued. Many major vehicle manufactureres take months to issue core credits and the core on a transmission or engine is sometimes thousands of dollars. They will also give you no credit at all if they aren't packed in the original box or completely drained of fluids. Now that's bad customer service!! Sometimes you need to put things into perspective. I have also purchased form this vendor before (only new parts though), and I've had only good experiences every time. Now you know why many vendors don't deal in rebuilts, too much hassel.

[hkspwrsche]

Ive had good luck with them everytime. There was a delay on a core credit one time but, I got my credit. The only other option would be to send the core ahead of time..

[Par911]

Jerry, BTDT with them, except it was for a steering rack and I had to get my credit card company involved! They are crooked, got some kinda other operation going on in the back room IMO. I'm with you they will never see any business from me that's for sure. You should hear all of the horror stories that I have heard from others.

[arcsine]

It took me MONTHS and many calls to get credit for four caliper cores. Never again will I order from them.

[Miguel Antonett]

I've used them several times and never had a problem with them, even returning items due to my mistake. I recommend them. May be there was a misunderstanding... from someone

[Seeeu911]

I use them on short notice stuff as they are in state and I get next day parts with ups ground. Once they billed my card twice for the same payment but next day cleared it up.
I prefer Pelican.

[jbrinkley]

to hear lame excuses on the phone that are just plain not true is the .. misunderstanding.
I don't mind buying stuff from them, they're usually decent guys, pleasant on the phone blah blah, but to know for a fact they'll most likely make you pester them for a any credit gets under my skin

[Wavey]

Interesting. The only thing I ever ordered from Vertex was a set of rebuilt calipers (and only because Pelican doesn't offer them), and they were such a piece of crap that I sent them back the same day. Really cheesy silver paint on everything including the pistons and seals. They were also loosely boxed with some crumpled newspaper, so the 4 of them bere beat to *****, with major dings in the cheesy paint, gouges in the metal all over, and all 4 bleed screws were bent. Of course they charged me a 15% restock fee and I had to eat shipping both ways. NEVER AGAIN.

I then had my originals beautifully rebuilt and refinished at Goldline, and for less $$$.

[Craig 930 RS]

Ya get what ya pay for. Budget price......budget service.

[Al S]

Vertex has been good to me. Last year, a rebuilt fuel pump became really noisy, after the 1 year warranty expired (naturally). They gave me another pump, no charge!

[Wayne 962]

FYI - we don't typically offer rebuilt equipment because we haven't been able to find many people in the past who can actually rebuild these and get it right. We don't want to sell crap. We just recently dropped one of our distributor rebuild services because I personally was not happy with the product.

On the other hand, the factory rebuilt stuff is top-notch. I'm running a rebuilt Bosch 2.7 distributor in my '72 RS clone, and it solved a whole bunch of problems. On top of that, it looked absolutely brand new too!

On the subject of returns, here at Pelican, we try to get the returns inspected and processed within one week.

-Wayne

[RickM]

Originally posted by Wayne at Pelican Parts

On the other hand, the factory rebuilt stuff is top-notch. I'm running a rebuilt Bosch 2.7 distributor in my '72 RS clone, and it solved a whole bunch of problems. On top of that, it looked absolutely brand new too!

-Wayne

Wayne, You may find the following link interesting. It goes into the quality issues observed with Bosch reman units. http://www.idavette.net/hib/reman.html

Go to "The Aftermarket Giant"

I have heard from others, including a friend who owns a busy car service business, that Bosch reman units are a 50/50 gamble.

[carrera1975]

I have a pretty good luck with them, I purchased a zf limited slip out of a turbo for my 1975 carrera and a rebulit CD box both were fine. When you call it best to ask for someone by name, prices change per person you talk with, my advice is watch the Spranos first then call, and act like your favorite charactor....if they give attitude give it back. Balk at the first price quoted on used parts but play ball...It's kinda fun.

[DonMo]

I have used Vertex for targa roof seals, no problem. Fast delivery, reasonable price. As to your point, Katrina hit Miami, not Sarasota. I know, we had 1.5 million customers without power in South Florida, non in Sarasota.

[jbrinkley]

I bet they had power on the 9th though