First frustrating experience with Pelican...

[Hotwatermusic]

I ordered the RS America leather door handles, on the assumption they would come as shown in the picture on the Pelican site:

But instead I get this:

The whole reason I bought the handles instead of just making some was because of the plastic cover that I thought came with them, this part:


So if that part doesn't come with the door straps, (perhaps remove it from the picture, no?) where do I get it from?

[juanbenae]

appbiz

[Hotwatermusic]

Originally Posted by car 311

appbiz

Yeah, I know that's where Pelican gets them. But you can't put up a picture of something and ship out only half of it, that's bad business and not representative of what I thought Pelican stood for. I mean, we're not buying parts to boy race our Civics here.

[HarryD]

I am sorry for your disappointment. I need to ask if, before you posted here, did you contact Pelican directly about your dissappointment and ask for a remedy?

We all make mistakes and what separates good companies for bad ones is how they deal with mistakes and errors.

Please let us know how it turns out.

[Geronimo '74]

What Harry said.
Contact Pelican directly (if you haven't already done so), they have good service.
Then come back here and tell us about it.

[JJ 911SC]

What G'74 said about Harry posting

Every time I fill the comment box in the 1 Minute Survey, I get an E-mail from my customer rep within minutes

[javadog]

Originally Posted by Hotwatermusic

Yeah, I know that's where Pelican gets them. But you can't put up a picture of something and ship out only half of it, that's bad business and not representative of what I thought Pelican stood for. I mean, we're not buying parts to boy race our Civics here.

I think you misinterpreted what Pelican says about the part, which is:

"These black leather straps replace the nylon pull found on the RS America door panels. The straps are stitched with your choice of thread color."

The way that I interpret that statement is if you bought the door panel kit and didn't like the straps that came with it, you could buy these to replace the original straps. In that case, I wouldn't expect to get the other part, since I would have already had it, from purchasing the door panel kit.

They also sell an upgraded part for the bezels, made from aluminum.

It's clear to me what they intended but perhaps they could be more explicit. I think they used that particular photo to better illustrate what the straps would look like, installed. I think if you give them a chance, they will try to make you happy.

JR

[gsjohnson]

I have also run into this same issue previously. There are several item pics showing what the item looks like only to find out that it does not look like the item pictured when you receive it. How hard is it to supply an accurate picture of what you are buying? When you call and complain, the remedy is always, you may return it for a refund.

[1990C4S]

Originally Posted by gsjohnson

How hard is it to supply an accurate picture of what you are buying?

When you sell ten of thousands of products the answer is 'quite hard'.

[MrJTP]

" How hard is it to supply an accurate picture of what you are buying? "

Have you ever tried to manage a database containing tens of thousands of items all of which are supplied from someone else, who feels since it is their part they can change color, shape, price, etc anytime they want? And worst of all, they make changes without changing the part number or letting the selling party know things are different!

Pelican has a very liberal return policy. Take advantage of it.

[Hotwatermusic]

Originally Posted by MrJTP

" How hard is it to supply an accurate picture of what you are buying? "

Have you ever tried to manage a database containing tens of thousands of items all of which are supplied from someone else, who feels since it is their part they can change color, shape, price, etc anytime they want? And worst of all, they make changes without changing the part number or letting the selling party know things are different!

Yeah, but the picture of that part has been up on Pelican for ages. I know how hard it is to keep track of every item listing on a site with as many different parts for sale as this one, but certainly it should have been vetted already by this point. It's misrepresenative and misleading. If I wanted that kind of buying experience I would go to eBay.

[javadog]

Originally Posted by Hotwatermusic

It's misrepresenative and misleading.

No, it's pretty clear to me what they are selling. So...

Originally Posted by Hotwatermusic

If I wanted that kind of buying experience I would go to eBay.

See ya.

JR

[Jdub]

If you have ever used any advice from this 'Board you have gotten something from someone else for free - and used servers powered by, serviced, and maintained by our host.

I have learned to ask BEFORE I purchase if there is any question. The description seems clear but the pic does not match - fair enough and give you that fact. But given Pelican's extraordinary service, delivery times, and the benefit of what might be the best 'Board on the internet I think you could cut some slack and not slag them on their own 'Board.

Ebay? Could provide service and return like Pelican? Have you ever USED eBay? Don't we all ask multiple questions on eBay prior to purchase? Caveat emptor!

[1990C4S]

Originally Posted by Hotwatermusic

It's misrepresenative and misleading. If I wanted that kind of buying experience I would go to eBay.

Yea, Pelican is so notorious for selling crap and being hard to deal with.

Seriously, if you aren't happy with the service then complain. If you don't get satisfaction then buy elsewhere. But you won't get any support here with anything remotely 'anti-Pelican'.

[attamz]

My suggestion would be to contact pelican's customer service and try to rectify the situation rather than whining on the internet.

[georgeinhere]

I think that the picture is misleading as well. I am not sure why everyone is coming down on the guy. As to the forums, the company certainly benefits from them as well...advertisement dollars, customer loyalty plus the value of the database on the open market would be significant.

Having said that, everyone makes mistakes and it is much easier to just call Pelican and make it right. After all, they didn't kill your child...perspective is important.

I've ordered from Pelican before and I was sent the wrong clutch pack for my 86 Turbo, it meant that my car had to sit for another 8 to 10 days because the mechanic took on additional work while we waited for the parts. I called Pelican and they apologized, took the clutch parts back and then I received an email from Wayne to make sure that it was all handled to my satisfaction. I honestly have never had that kind of treatment from another vendor on the web and would be happy to take my chances with Pelican, YMMV.

[zippy_gg]

Just send an e-mail to Judy and she'll take good care of you.

judy@pelicanparts.com

No harm no foul!

[Joe Bob]

Originally Posted by georgeinhere

I think that the picture is misleading as well. I am not sure why everyone is coming down on the guy.

Because people post about this type of problem w/o FIRST calling customer service. This isn't the first time a thread has been discussed on this issue.

Common sense....call first, THEN wank if you get no satisfaction.

[georgeinhere]

Which part are you disagreeing with? that the picture is not misleading or why is everyone coming down on the guy?

I don't know, I wouldn't have posted about it but he does have the right to be heard. Pelican is an incredible resource for all of us "Porsche" guys but I just don't see the need to tell him get out of Pelican and/or to go do business on Ebay, etc.

BTW, I understood the part of his failure to just contact Pelican first...but as I said in my original post, people make mistakes and it is important to keep perspective.

Originally Posted by Joe Bob

Because people post about this type of problem w/o FIRST calling customer service. This isn't the first time a thread has been discussed on this issue.

Common sense....call first, THEN wank if you get no satisfaction.

[FastCarFan]

Originally Posted by Joe Bob

Because people post about this type of problem w/o FIRST calling customer service. This isn't the first time a thread has been discussed on this issue.

Common sense....call first, THEN wank if you get no satisfaction.

I completely agree. I would be pretty upset if someone complained to my boss without first trying to resolve the problem with me. Give them a chance to "make it right", then complain if they don't. I think you will find that they will quickly address the issue.

My 2 cents.