WHERE HAS GOOD CUSTOMER SERVICE GONE ?

[Crowley]

Originally Posted by leonardo

Ok so there was recently a group buy for some short ram injen intakes for the V6, and I placed my order on 09/03/10 and to make a long story short turns out UPS lost the package so I called the vendor ( I will not mention the name because I dont want to bash on them since they are a C5 vendor ) and they told me "we will send you another intake once we get refunded by UPS" which by the way takes 2-3 weeks so Im looking at getting my intake around end of october.......... Im in logistics and when we ship something out and the carrier happens to loose it or damage it we dont call the customer and tell them "sorry you have to wait until we get refunded from the carrier to send you your product" we send them the product and deal with the carrier on a separate basis so that the customer is happy...... am I the only one who sees it like this or do others see where I am coming from ?

I agree ..

Crowley

[67 Convertible]

Originally Posted by Dr Jkel

I see they deleted a bunch of posts in this thread.......Wonder Why????

Nothing deleted....Two different threads, same subject in different sections.

[Dr Jkel]

Originally Posted by 67 Convertible

Nothing deleted....Two different threads, same subject in different sections.

OK, Thanks. I missed the other thread

[leonardo]

Moderator please merge. Thanks

[aldaron327]

Here are a couple of thoughts...

First, maybe the vendor is out of product and instead of coming clean and saying "I don't have any more of them in stock right now, but will get one out to you ASAP once my inventory gets re-stocked," he's trying to pass the buck on to UPS. He did actually ship it out, but maybe did so good on the group buy that he sold out and for some reason doesn't want to deal with the hassle on his own.

Second, on the UPS tracking page that one of you guys posted, it showed the product as being out for delivery. When that's posted, it's been scanned just prior to being loaded on the actual delivery truck. I used to work for a similar company and they scan the packages at pretty much every stage of the unloading/sorting/loading process that occurs at each facility. That means that it either A) got delivered to the wrong address, B) got taken off the truck for nefarious purposes, or C) was delivered and one of your neighbors or someone cruising by swiped it off your property.

If "C" were to have occurred, then it's gonna be a tricky situation unless it was a package that someone had to sign for upon delivery. I can tell you that when any of my parts that I've ordered for my cars have shipped, they generally don't require a signature and therefore get dumped on the door-step/front porch/etc. If no one is there to grab the box and bring it inside, it sits out there until someone gets home OR unless someone decides to grab it off the porch because they see it sitting there. Fortunately, I've been lucky thus far (knocking on wood).

Due to this, I can see this from both sides. You have a legitimate gripe, especially if the vendor didn't require signature upon delivery. On the other hand, if he looked at the tracking page and saw out for delivery, then it's a safe bet that he's thinking it actually made it. Either way, hopefully it gets resolved for you and hopefully vendors will read this and come to the conclusion that having signatures required for delivery would be the way to go. I don't know if it costs more, but I'd be willing to pay a couple extra bucks on shipping to have that extra peace of mind. Of course, if someone swipes it off a truck, all bets are off anyway.

[irocnroll]

Originally Posted by aldaron327

Here are a couple of thoughts...

First, maybe the vendor is out of product and instead of coming clean and saying "I don't have any more of them in stock right now, but will get one out to you ASAP once my inventory gets re-stocked," he's trying to pass the buck on to UPS. He did actually ship it out, but maybe did so good on the group buy that he sold out and for some reason doesn't want to deal with the hassle on his own.

Second, on the UPS tracking page that one of you guys posted, it showed the product as being out for delivery. When that's posted, it's been scanned just prior to being loaded on the actual delivery truck. I used to work for a similar company and they scan the packages at pretty much every stage of the unloading/sorting/loading process that occurs at each facility. That means that it either A) got delivered to the wrong address, B) got taken off the truck for nefarious purposes, or C) was delivered and one of your neighbors or someone cruising by swiped it off your property.

If "C" were to have occurred, then it's gonna be a tricky situation unless it was a package that someone had to sign for upon delivery. I can tell you that when any of my parts that I've ordered for my cars have shipped, they generally don't require a signature and therefore get dumped on the door-step/front porch/etc. If no one is there to grab the box and bring it inside, it sits out there until someone gets home OR unless someone decides to grab it off the porch because they see it sitting there. Fortunately, I've been lucky thus far (knocking on wood).

Due to this, I can see this from both sides. You have a legitimate gripe, especially if the vendor didn't require signature upon delivery. On the other hand, if he looked at the tracking page and saw out for delivery, then it's a safe bet that he's thinking it actually made it. Either way, hopefully it gets resolved for you and hopefully vendors will read this and come to the conclusion that having signatures required for delivery would be the way to go. I don't know if it costs more, but I'd be willing to pay a couple extra bucks on shipping to have that extra peace of mind. Of course, if someone swipes it off a truck, all bets are off anyway.

Even if that were the case the Driver of the truck has to scan the package one last time to Register it as "Delivered". C would not even be an option in this case.

[aldaron327]

Originally Posted by irocnroll

Even if that were the case the Driver of the truck has to scan the package one last time to Register it as "Delivered". C would not even be an option in this case.

Sure it would. Dude scans it, sets the package down, hops in his truck and is off to the next stop. It's not like they sit and wait at your front door for you to get home before leaving the package. I've had automotive parts, arrows, ammunition, and all kinds of other stuff left at my door step. It happens every day.

[MSG']

Originally Posted by aldaron327

Here are a couple of thoughts...

First, maybe the vendor is out of product and instead of coming clean and saying "I don't have any more of them in stock right now, but will get one out to you ASAP once my inventory gets re-stocked," he's trying to pass the buck on to UPS. He did actually ship it out, but maybe did so good on the group buy that he sold out and for some reason doesn't want to deal with the hassle on his own.

Second, on the UPS tracking page that one of you guys posted, it showed the product as being out for delivery. When that's posted, it's been scanned just prior to being loaded on the actual delivery truck. I used to work for a similar company and they scan the packages at pretty much every stage of the unloading/sorting/loading process that occurs at each facility. That means that it either A) got delivered to the wrong address, B) got taken off the truck for nefarious purposes, or C) was delivered and one of your neighbors or someone cruising by swiped it off your property.

If "C" were to have occurred, then it's gonna be a tricky situation unless it was a package that someone had to sign for upon delivery. I can tell you that when any of my parts that I've ordered for my cars have shipped, they generally don't require a signature and therefore get dumped on the door-step/front porch/etc. If no one is there to grab the box and bring it inside, it sits out there until someone gets home OR unless someone decides to grab it off the porch because they see it sitting there. Fortunately, I've been lucky thus far (knocking on wood).

Due to this, I can see this from both sides. You have a legitimate gripe, especially if the vendor didn't require signature upon delivery. On the other hand, if he looked at the tracking page and saw out for delivery, then it's a safe bet that he's thinking it actually made it. Either way, hopefully it gets resolved for you and hopefully vendors will read this and come to the conclusion that having signatures required for delivery would be the way to go. I don't know if it costs more, but I'd be willing to pay a couple extra bucks on shipping to have that extra peace of mind. Of course, if someone swipes it off a truck, all bets are off anyway.

Doesn't matter, its the vendors responsibility to get the item to the customer

[Nine Ball]

Does the UPS claim get handled by the shipper or receiver in this case? If the shipper (vendor) is eligible to receive the claim, he should be the one doing the claim process and waiting on their check. In that situation, he should have promptly sent out a replacement part. I would not make a customer wait.

However, sometimes UPS is weird and the receiver (customer) must file the claim and wait for compensation. In this situation, the vendor is understandably going to be hesitant about shipping a completely new item out - which he hasn't been paid for. The lost item was paid for, but he has no guarantee the customer will refund him for the 2nd item sent out.

I've experienced it both ways as a customer. I simply paid for another item, then waited on UPS to refund me for the lost one. In another situation, a vendor handled the claim and just sent me out another item. I feel that the shipper should always have the responsibility for claims, not the customer. Sometimes UPS doesn't agree with this, which is stupid.

[leonardo]

Originally Posted by Nine Ball

Does the UPS claim get handled by the shipper or receiver in this case? If the shipper (vendor) is eligible to receive the claim, he should be the one doing the claim process and waiting on their check. In that situation, he should have promptly sent out a replacement part. I would not make a customer wait.

However, sometimes UPS is weird and the receiver (customer) must file the claim and wait for compensation. In this situation, the vendor is understandably going to be hesitant about shipping a completely new item out - which he hasn't been paid for. The lost item was paid for, but he has no guarantee the customer will refund him for the 2nd item sent out.

I've experienced it both ways as a customer. I simply paid for another item, then waited on UPS to refund me for the lost one. In another situation, a vendor handled the claim and just sent me out another item. I feel that the shipper should always have the responsibility for claims, not the customer. Sometimes UPS doesn't agree with this, which is stupid.

You are correct, UPS not only asks but REQUIRES claim be done by shipper, because when I was told by the president of this company to handle it myself trust me I tried and tried but UPS would not deal with me at all they kept telling me to contact the shipper, which I did and thats when I was told I have to wait until they get refunded by UPS to have another package sent out which UPS claims can take up to 30 days to close and send out a check to vendor meanwhile I am going to be 2 months without my intake .......good customer service ? I think not

[irocnroll]

Originally Posted by aldaron327

Sure it would. Dude scans it, sets the package down, hops in his truck and is off to the next stop. It's not like they sit and wait at your front door for you to get home before leaving the package. I've had automotive parts, arrows, ammunition, and all kinds of other stuff left at my door step. It happens every day.

Exactly, So the UPS tracking site would show it as "DELIVERED". Look at the screen shot of the tracking information. The package was never delivered. If it wasn't delivered, it wasn't left on anyone steps for a neighbor to steal it. Hence, option C isnt an option here.

[Dr Jkel]

" People understand that there may be problems, it is not the problem that they look at , They look at How It Is Handled"
Obviously this vendor does not care

[WadeWilson]

Originally Posted by d69chris

Too bad......you should disclose the vendor so other do not suffer the same fate.

You are correct in your assumption, that the vendor is pushing all the sh*t down hill on you.

THEY should send out another unit and THEY should wait for the refund from UPS.

Not your fault, but you suffer?????? How is that right????

Poor business IMHO

[Tessa]

Originally Posted by irocnroll

Exactly, So the UPS tracking site would show it as "DELIVERED". Look at the screen shot of the tracking information. The package was never delivered. If it wasn't delivered, it wasn't left on anyone steps for a neighbor to steal it. Hence, option C isnt an option here.

I agree -- UPS tracks every second of a packages progress -- It'll tell you "12:13 your package is sitting with Bob while he eats a tuna sandwich and a coke" for God's sake....It's why I like UPS so much