My experience with RockAuto.com

[kennith]

Here's Tom Taylor's replyNo shit Sherlock.Interesting. In my very first email to them telling them of the error, I asked what pads would they suggest instead. That question was never answered until 4 or 5 exchanges later, when I asked again what front pads they suggest, and was told to try RAYBESTOS Part #PGD518AM, which are rear pads. Except there is no such vechicleWTF? Where the hell he deduced that from I've no idea, considering in nearly every communication I included mention of the return shipping charges as the issue. Well, that and the fact their web site is wrong. :banghead:I really wouldn't brag about the customer service dept if I were him. I've actually had better service from India.
Ummm..no, I was pulling my hair out about RockAuto. The guy is a politician, "I feel your pain."
Anyway, if you compare his response to my email, you'll see he pretty much ignored everything I said. And this guy is VP of marketing.

You have to admit, though, he is pretty darn good at it.

That's a first class "buttering you up as he tells you it's your fault" job.

First, he removes your argument. Second, he tells you you were not listening properly. Third, he tells you that they are the only people with sense enough to be right in a world full of wrong, and he is doing it because he loves his customers. Fourth, he tells you he understands why you were not listening properly, simply because you have been corrupted by the world you live in, and lead to believe that manufacturers know what they produce. Finally, he tells you he feels your pain, and that is why he is blessing you with his service, because for all your faults, you deserve it.

Don't worry, he forgives you.

:rofl:

Cheers,

Kennith

 

[antichrist]

:rofl: Yeah, I was thinking about it today (I haven't decided whether to waste my time replying or not) and ...well..really, this guy should run for president, he'd be a shoe in. I pasted his message into OpenOffice and did a word count, 553 words to say "fuck off". If that's not politician material I don't know what is.

Some companies have layers of customer service.

And some compaines, like RockAuto, have layers of BS.

 

[kennith]

Dear sir,

There is no need to feel sorry for yourself. I do understand that your company deals with countless service requests daily. You do have a lot on your plate, and it is understandable that you might get the impression that you can occasionally let a problem die away on it's own. I too am a businessman, and while I always do my very best to keep my customers happy, I understand that the example you have been given from the aftermarket parts industry is a poor one.

It is a great thing to know that you believe in your catalog as much as you do. I am grateful that you are so faithful to it's pages that you will gladly sacrifice thousands of dollars to preserve it's apparent integrity, despite the fact that the vehicles mentioned in it's pages simply do not exist here on this earth. This was obviously my mistake, I should have paid more attention in physics class. Apparently the vehicles you stock parts for exist two dimensions and three minutes twenty seconds to my upper left. I was under the impression that parts were listed only for vehicles existing in this one, and this was a foolish assumption on my part. It is commendable that you serve the entire multiverse, as must be the case given the evidence. Who could ask for better service than that?

Again, I appologise for bothering you.

Cheers,

Kennith

 

[aturner71]

Thanks for the heads-up; rockauto.com will not be an option for me in the future. I have better places to give my money.

 

[antichrist]

Kennith, that's a classic LOL. Man, I am so tempted to send him that.

 

[spydrjon]

Well put Kenneth.
I think you should send that one Tom.

 

[ptschram]

Kennith, that's a classic LOL. Man, I am so tempted to send him that.

It got a chuckle from my wife (who works for the company that does the cataloging for Raybestos).

 

[antichrist]

It got a chuckle from my wife (who works for the company that does the cataloging for Raybestos).

Yeah, it's not just RockAuto at fault here. Some people may not know, but their info comes from Raybestos, which lists (in their behind the scenes catalog that retailers use) the '95 D90 as having rear drum brakes. Also the '96 and '97 I believe.

I think it's interesting that Tom Taylor agrees I made an entirely logical assumption and he would have done the same.

It was logical for you to compare the RockAuto catalog to the Raybestos online catalog. I probably also would have guessed the data on the Raybestos site would be right. It would have been great if you had called RockAuto Customer Service to confirm the part numbers before ordering, but who would have guessed the Raybestos site would be wrong. I probably would believe the Sears site rather than Ovenparts.com if I was ordering a part for a Sears brand oven.

Yet he tells me to get lost.

 

[nosivad_bor]

Just to clarify. They are $43 because Advance will price match anyone else if you find another places regular price to be cheaper, for up to 30 days after your purchace. Unfortunately the brick and mortar store won't price match RockAuto, but I guess I can't really fault them there.

tom how did you get advance to match that price . im going to buy these tomorrow after work and want to see if i can get them to match the rockauto price. but it sounds like i cant walk into the store and do this it must be done with online store only?

pm me if you prefer

thanks rob

 

[antichrist]

Yeah, it's from their web site only, but it's free shipping on orders over $50 and you can return cores to the local store. After they ship, just ring them up and give them the rockauto price.

 

[antichrist]

An update on this saga. Tom Taylor called me a couple weeks ago and was on the phone for a long time. Pretty much he whined that I was being vindictive (not vindictive, but I think there should be consequences for shity customer service), was taking it personally (I usually do when I'm lied to), that they had spent a lot of money on this whole issue (who's fault is that?), told me about his PS pump or whatever it was (I don't really care), told me his brother reamed him out for admitting what I had done was logical and he would have done the same (I almost laughed out loud on that one). Repeated that the Land Rover dealer said '95 D90's had rear drum brakes and other general BS I forget at the moment. He did finally agree to pay return shipping on the pads. I ate it on the rest of the stuff.
He never did address the customer service people lying to me.

 

[ptschram]

He did finally agree to pay return shipping on the pads. I ate it on the rest of the stuff.
He never did address the customer service people lying to me.

While I cannot support the response from Rock Auto, nor can I support the complete lack of response from Affinia/Raybestos, you did get your money back.

So sad that American companies have so little respect for their clients that they refuse to recognize their own wrongdoing. Sounds SO much like the worthless company I bought my lift from.

I'm still trying to get it fixed, but there is NO support from Affinia/Raybestos.

 

[LR3 Owner]

Thanks for posting the story. Its unreal how some companies treat their customers. I respect that you stuck to your guns and did not roll over for the 7 bucks. Its principle. The letter you should have received should have said:

Sorry for the mix up. Please give us another chance and accept this 50 dollar gift certificate off your next purchase. Should you have any problems in the future below is my direct email.

Thanks


All companies make mistakes what seprates the great ones from the others is how they hanle it.

 

[antichrist]

While I cannot support the response from Rock Auto, nor can I support the complete lack of response from Affinia/Raybestos, you did get your money back.

Well..sorta. Outbound shipping I have to dispute with my CC company, but I'll get it back. Return shipping I'm eating, except for the pads.
What's so hilarious in this is, yes, they surely have invested a lot of time, and time is money, instead of just paying the return shipping on the pads to start with, $7.