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| olasdeplata Extreme Veteran Date registered: Sep 2006 Location: At the Beach in Hatteras Vehicle(s): 280GE convertible 84, 300E 89 Posts: 396  | ||
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| atg Veteran Date registered: Nov 2014 Location: Los Angeles Vehicle(s): 2005 G55, 1985 300tdt Posts: 129  | ||
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| DUTCH Administrator Doppelgänger Date registered: Apr 2006 Location: US, GA, Atlanta Vehicle(s): 2015 Audi Q7 3.0 TDI,2018 Sprinter Posts: 9963  | ||
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| olasdeplata Extreme Veteran Date registered: Sep 2006 Location: At the Beach in Hatteras Vehicle(s): 280GE convertible 84, 300E 89 Posts: 396 | ||
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| H1LM002G55 Expert Date registered: Mar 2010 Location: S Florida / Geneva / Jeddah Vehicle(s): 500 GE, G55, LM002, H1 Posts: 1796  | ||
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| olasdeplata Extreme Veteran Date registered: Sep 2006 Location: At the Beach in Hatteras Vehicle(s): 280GE convertible 84, 300E 89 Posts: 396 | Re: Customer Service? Or it was delivered to the wrong address and whoever got it never dropped it back at UPS or it was picked up by teenagers or kids asking for donations... the last the most probable. I have been in this house for 6 years, the house has 3 different entrances. Only one other time in this period a package was dropped and never found. I was gone for 2 weeks during that period. fourbyfourclub.com insures all packages above $250 that seems to be a more sensible approach. In all a bad combination of factors: - Never heard back for 30 days so my "expectation" was that they were processing the claim and reordering parts... I would have been more satisfied if all this happened the moment I reported it to them - I guess not having Steve Dempsey there makes a difference.... Always prompt on email responses - I was away from home when the order shipped and it was places 60 days before... special order - Outdated Shipping policy I doubt that anyone that has/had it can use a 460 glove box and a couple of G filters... At the end, this is a customer service issue, and it is Sean's decision how to approach it. He does have a point that the shipping policy is posted in his website... From a customer perspective I want peace of mind that my money and purchases are protected, and if something happens, the company I purchased from will take an "active" role solving the issue. To recover $100 from a $350 purchase is painful...  Has anyone tried ordering parts with Steve Dempsey at couchoffroad.com? He is in Colorado now. Edited by olasdeplata 5/22/2015 6:57 PM | |
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| H1LM002G55 Expert Date registered: Mar 2010 Location: S Florida / Geneva / Jeddah Vehicle(s): 500 GE, G55, LM002, H1 Posts: 1796 | Re: Customer Service? olasdeplata - 5/22/2015 6:16 PM Or it was delivered to the wrong address and whoever got it never dropped it back at UPS or it was picked up by teenagers or kids asking for donations... the last the most probable. I have been in this house for 6 years, the house has 3 different entrances. Only one other time in this period a package was dropped and never found. I was gone for 2 weeks during that period. fourbyfourclub.com insures all packages above $250 that seems to be a more sensible approach. In all a bad combination of factors: - Never heard back for 30 days so my "expectation" was that they were processing the claim and reordering parts... I would have been more satisfied if all this happened the moment I reported it to them - I guess not having Steve Dempsey there makes a difference.... Always prompt on email responses - I was away from home when the order shipped and it was places 60 days before... special order - Outdated Shipping policy I doubt that anyone that has/had it can use a 460 glove box and a couple of G filters... At the end, this is a customer service issue, and it is Sean's decision how to approach it. He does have a point that the shipping policy is posted in his website... From a customer perspective I want peace of mind that my money and purchases are protected, and if something happens, the company I purchased from will take an "active" role solving the issue. To recover $100 from a $350 purchase is painful... Has anyone tried ordering parts with Steve Dempsey at couchoffroad.com? He is in Colorado now. I am really sorry that this happened. Personal opinion...EuroTruck is not at fault here. 1) I have received tracking and shipment notifications from EuroTruck when orders have shipped to me. Always via UPS. I think it is on you to make sure that the merchandise is delivered. 2) If you suspect theft, you need to talk to your neighbors and your neighborhood security guards, local police, etc...to create awareness. IF a neighbor has CCTV, ask them to look back and see if there is suspicious activity at or during the time the package was last scanned prior to delivery. Talk to UPS. Talk to your UPS driver. Ask him. They generally drive the same routes and have good memory. 3) Shipping is a weird thing. The problem is that customers are more apt to shop for lowest cost provider than for extra quality and service...just like insurance. If EuroTruck charged full rates for items prior to shipment, it would probably remove some of the customer base and people would complain that their shipping costs were too high compared to other vendors. 4) I have had more than excellent service from Sean and Steve. Sean has been great to me many times. He has even helped out on things that I wanted to buy from him that he did not have in stock. He is a great asset to the community. Customer service has been excellent for me. Even with the departure of Sean (whom I also enjoyed dealing with). I think it is unfair to "tarnish" Eurotruck when they stated their terms in writing online; The delivery was out of their control. Just my opinion and I am truly sorry for the "loss" of your shipment. Edited by H1LM002G55 5/22/2015 8:15 PM | |
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| olasdeplata Extreme Veteran Date registered: Sep 2006 Location: At the Beach in Hatteras Vehicle(s): 280GE convertible 84, 300E 89 Posts: 396 | Re: Customer Service? H1LM002G55, I appreciate your feedback, and I am the first to say that for 10 years I received excellent service from them. I tried to be very objective in my post. BTW, Steve departed, Sean is the owner. In reference to Point 2), I do not think it is doable for something that usually doesn't happened, based on the type of neighborhood, time involved etc. I totally disagree with you on point 3).... UPS charges $0.90 per extra $100 or fraction... $2.70 for a $350 package at "retail" rates.... So for an extra $3, added to a shipping charge of $18... =$21.00... Will someone shop another place? I do not think so... fourbyfourclub.com charges close to double Eurotruck shipping rates for the same items... the main competitor for 460 parts. I agree actual shipping is out of their control. The shipping policy is "theirs" to manage, the same for email response, something you may have overlooked. Based on my professional experience, I will "tarnish" the reputation of "my" company if I ignore two emails for a shipping claim for 30 days, and respond the third email sending my customer to read my shipping policy... "because it is not my issue..." and "...hope you understand". But that is how I manage. In Customer Service, usually you do the analysis of what is going to cost you more... Losing a customer, getting negative exposure, etc. A management decision between refunding, settling, or doing nothing. ATG: It depends who claims insurance... That is why I contacted Eurotruck. In ebay, amazon and most large retailers, they will process the claim. On your second point, I agree 100%, for $2.70 that the customer pays (1% of the purchase) you avoid the headache. Anyhow, the email exchange is posted for people like "you" to form your "own" opinion. I already expressed and formed mine, and have no issue with others reading the situation differently, be my fault I didn't read the UPS email or the policy, the kids in the area, email exchange etc. FYI, I do not get "personally" offended if someone has different opinion, be a forum member, Sean, etc. But I do have mine, and will expressed it in the appropriate place.  For a world where diverse opinions enrich us allEdited by olasdeplata 5/23/2015 12:28 AM | |
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| Otiswesty Administrator Date registered: Jun 2007 Location: Portland, Oregon Vehicle(s): 463.241, 461.213 Posts: 3004  | ||
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| w.james Veteran Date registered: Jun 2006 Location: New Jersey Vehicle(s): 84 280 GE 617A 5sp getrag Posts: 239 | ||
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| Balto Extreme Veteran Date registered: Mar 2012 Location: Scottsdale, AZ Vehicle(s): 2002 G500 Posts: 368 | ||
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