fnbrowning
03-02-2006, 04:15 AM
I recently ordered some miscellaneous items from Fred Beans , and was disappointed to find that about ˝ of the order was wrong. Three improper items were for a 2004 Sunfire. I needed an air filter, and an oil filter cap, and two oil filters.
I got instead, only one oil filter, a huge air filter for a large GM truck, and an oil filler cap.
I called to correct the order. The gentleman on the line listened for just a moment, and then said I had asked for the wrong part. He claimed I asked for the oil filler cap. I did not, and the guy insisted. He was wrong to argue with me.
(1) He should have just provided for the return of the parts, instead of disputing the order.
(2) He was wrong to accuse me of calling for the improper part, as I pointed out to him I had mentioned when I ordered why I wanted the oil filter cap, making it obvious that I did not mean an oil filler cap.
(3) If he had waited for me to describe what was wrong with the order, it would have been obvious someone was not paying attention when it was packed, because of the huge air filter that obviously, would not fit on a little Sunfire or a T/A.
In conclusion, I got a large dose of “attitude” from Fred Beans right from the start of the phone conversation. This was very reminiscent of the “customer is always wrong” attitude you get from the local dealership when you go for warranty service.
That attitude might “work” for the dealership, dealing with the walk-in trade, but it doesn’t cut it for Internet sales. It quickly makes the caller irate to be told they are wrong at the beginning of the phone conversation.
There IS somewhere else we can go for GM parts.
I got instead, only one oil filter, a huge air filter for a large GM truck, and an oil filler cap.
I called to correct the order. The gentleman on the line listened for just a moment, and then said I had asked for the wrong part. He claimed I asked for the oil filler cap. I did not, and the guy insisted. He was wrong to argue with me.
(1) He should have just provided for the return of the parts, instead of disputing the order.
(2) He was wrong to accuse me of calling for the improper part, as I pointed out to him I had mentioned when I ordered why I wanted the oil filter cap, making it obvious that I did not mean an oil filler cap.
(3) If he had waited for me to describe what was wrong with the order, it would have been obvious someone was not paying attention when it was packed, because of the huge air filter that obviously, would not fit on a little Sunfire or a T/A.
In conclusion, I got a large dose of “attitude” from Fred Beans right from the start of the phone conversation. This was very reminiscent of the “customer is always wrong” attitude you get from the local dealership when you go for warranty service.
That attitude might “work” for the dealership, dealing with the walk-in trade, but it doesn’t cut it for Internet sales. It quickly makes the caller irate to be told they are wrong at the beginning of the phone conversation.
There IS somewhere else we can go for GM parts.