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I am going to make a statement and leave it at that.
I love what I do and that is the reason I do it. Customer satisfaction is what we were founded on. I have no reason to scam anyone on a wheel bearing. Things have been a little stressful around here lately with the fire and all, loosing over 1M in uninsured assets. My tolerance for unresonable people may be lower than usual. I have dealt with thousands of customers including many of you reading this. This was the only time I have ever lost it on the phone like that and I do apologize for that. It was very unprofessional. I have eight employees that work for me including 2 salesman that handle parts sales, but I understand the situation, and it is my job to accept responsiblity. My take on the situation:
A customer calls in and orders a rear wheel bearing/hub assembly for a TT. We send the part out on time as promised. Friday evening we get a call informing us the part was the wrong side. Yes my guys made a mistake. Those look almost identical except for an offcenter pin on the top, and I can see how they caould get confused. Robert the salesman who is dealing with the situation consults with me on what to do about it. I say Next day Air another one out which can't be till Monday because it was Friday after 6. The customer in Cali (3 hours behind) may not have understood that it was too late. He gets the correct wheel bearing on Tuesday as promised. That was the best possible scenario;
Customer calls with wrong part, we overnight replacement at the first opportunity.
Customer calls that week with all types of unreasonable requests and complaints like, if we send a call tag he isn't going to return the original (wrong part) part because of his trouble. Well that just pissed me off. We made a mistake and corrected it the best we could be expected too. He says that we could have got the replacement part to him quicker and that we were just all lazy for not finding a way to get it there sooner. He said he was upset because his car was down and he was having to pay for a rental and thought we should cover all the associated costs, we nor anyone else warranty those kind of costs. He never mentioned to me that the second wheel bearing was bad (which I am convinced it was not). We got one wheel bearing back in the mail from the guy which he claimed was the second one we sent him but it was not. The one he sent back was completely worn out, discolored from heat, etc. My guys didn't send that out. It was clear to me it was the one that came off his car. He also has never sent the first good one back that was the wrong side. I yelled at him on the phone and hung up on him because I had heard enough of it. I don't have to deal with that. No one else has ever been so disrespectful to us as he was. We enjoy dealing with customers and we have plenty of them. I realized that he was one that I was willing to do without.
Russell Floyd Z1 Motorsports
1990+ Nissan Z specialists Used Parts, New parts, Service/Repair and Performance
Over 60 Z32's for parts and 1 350z (so far)
Payment through VISA/MC, Paypal, prepaid check/MO 1200 Carrollton Hwy
Temple, Ga 30179 770-562-8668
770-562-8664 (fax) Z1motorsports.com
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13:24:56 06/22/03
