Posted by Lonnie on Thursday, May 31, 2001 at 12:58PM :
In Reply to: Is complaining allowed? posted by Don Scott on Wednesday, May 30, 2001 at 11:56AM :
Don,
Sorry to hear of your problems.
The company screwed up and sent you the wrong part. They screwed up again by not having a clearly defined and executed return procedure.
I think you screwed up by not noting the date and the person you first talked to. A simple followup email and reply would have provided a paper trail that would make it easier to refresh these people's memories. Also, returning a part that has been drilled out or altered is asking for trouble.
I have made the same mistakes in the past, so I now write down Who I am talking to and the date. I try to follow it up with a email and request a reply. It keeps everyone on the same page. Remember that the person on the other end of the line might be new to the job, (or on their last day before vacation).
1. Write down date and Who you talked to.
2. Have them commit to a reasonable date for resolution
3. Get it in writing (email if possible)
4. Keep wrong parts safe and in original box and send back only if requested by the vendor. Some vendors will give you a special return code to put on box. Keep this number. Send by carrier (ups - fed-ex) that uses tracking numbers.
5. Ask to be notified when replacement ships and be advised of the tracking number.
6. If parts don't arrive as promised, contact manager and give him the details. It might even help to add that you are posting this problem on the Dodge forum on the internet and a lot of gear-heads are waiting to see what happens. Ask for priority service.
The bottom line is that everyone makes mistakes. What really matters is what they do to correct them. They should have bent over backwards to help you with this, but instead, all they did was create a lot of bad feelings for a possible repeat customer. I know I might pass up this vendor based on your story. Now thats two sales they missed out on.
This is a big pain in the b#$% , but it usually works.
Best of Luck
Lonnie
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