snip
>I spoke to John (the owner) many times regarding the purchase of many
>N.O.S. parts or my TR-6. I should have read the writing on the wall
>when I had to make more than 10 calls to John in following up the
>status of a faxed list of parts I was looking for. He always was
>busy. At one point he told me that he had to take care of "real
>orders". I guess it escaped him that all he had to do was tell me he
>had the parts and give me a price - viola - a "real order".
>I called this morning to follow up. He answers the phone and says to
>send the radiator back in a pissed off tone. I asked him if he had
>the correct one for my car. At this point he goes off and tells me
>that I had better get my part numbers right (I still have to find my
>faxed list to him, but I believe that I did fax him the right
>number.) He tells me that he is pissed off about the radiator coming
>back, that he has spent alot of time with me on the phone (I guess
>that happens when someone has to call more than ten times to get
>part), and that his people have spent time to pack the item.
>
>At this point I still believe that I sent him the correct part number
>but I apologize profusely for sending him the wrong number. He again goes and
>starts to tell me that he I better get my part numbers straight
>before I ever call him again because he doesn't have time to waste.
>
>I try to diffuse the situation by asking him if he is the owner to
>which he responds yes. ( I figure that he has a stake in maintaining
>good customer relations as well as keeping good word of mouth
>regarding the company he has built.) I tell him that I have spent
>alot of money with him ($600 on my last purchase and about $500 on
>this purchase - not bad for two purchases). He tells me to spend it
>with somebody else and hangs up the phone.
>
snip etc..
Wow... being in the business I have had only a few experiences that have
left me rather angry. I don't mind companies making mistakes
occasionally...it happens to all of us. It is how the problem is
handles/solved that counts in my opinion.
When I saw this email header...Horrible experience w/ Spo....(that's all I
see with my reader in the heading)...my first though was "SPORTS & CLASSICS".
A couple of years ago, I purchased some parts. They arrived and were not
correct. I gave them the correct part number...after all I have the
catalogs. They even marked the brake pads with the correct number...but the
pads were not at all correct. They gave me a big stinking hassle about
trying to return them....then they didn't issue refunds. (I found the parts
elsewhere) and I had to buy something just to use up the credit. They didn't
pick up the incorrect parts at their expense (I paid the UPS) Needless to
say I haven't purchased anything since. And it will remain that way.
Of course, maybe others have had wonderful experiences with S&C. I hope so.
But for me, that was enough bad medicine to swallow. My advice to
anyone...no vendor is the only vendor to supply the part you need. If you do
not like a companies attitude or policy or reception when you have a
"problem". Then find another supplier. You will lower your blood pressure
and probably develop another relationship elsewhere that is "pleasant".
Obviously, I don't suggest that you abandon a good supplier that responds
appropriately when under "pressure". To me, the key is attitude, followup,
and fairness.
Regards,
Hal
Hal Rogers
H.D. Rogers & Sons
Import Auto Specialists
3418 Barksdale Blvd.
Bossier City LA 71112
(318) 742-3651 voice
(318) 742-5044 fax
Serving Auto Enthusiasts since 1959
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