|
Author
|
Topic: Mustangs Unlimited !!!! READ IF YOU PLAN ON USING THEM!!!
|
bgseib
Gearhead Posts: 109
From: Tyler, TX, USA
Registered: Dec 2001
|
posted 06-04-2002 12:36 PM
   
I have one phrase to describe them - NEVER USE AGAIN!!!
I bought about 400 dollars worth of parts from them about a month ago. One part was a 4 row radiator. Well about a week ago I put the engine back in, rigged up the electric fan with the new radiator and put water in it. Well to my suprise the radiator had a hole in it about 1/3 of the way up.. I call them and the best they can do for me is have this one picked up, wait until they get it, inspect it, and if they decide it is not my fault they will ship out a new one. So this process will take about 3 weeks they said!!! Well now my stang sits for 3 weeks!! I pleaded with them to send me another one while this one is in transit, but absolutely no help.. They say I can buy another one and they will send it, but that is all they can do.. What a crock for customer service!! When I explained that it was there fault and I did not want to be out of a car for another 3 weeks, all they could say is "well it is really not our fault, it is the radiator vendors fault" - I could not believe this jacka*& had the nerve to tell me that!!! Anyway I will never use them again!Thanks,
Brian
IP: Logged |
johnmustang
Gearhead Posts: 4088
From: Vancouver Island , British Columbia , Canada
Registered: Nov 2001
|
posted 06-04-2002 01:07 PM
quote:
Originally posted by bgseib:
I have one phrase to describe them - NEVER USE AGAIN!!!
I bought about 400 dollars worth of parts from them about a month ago. One part was a 4 row radiator. Well about a week ago I put the engine back in, rigged up the electric fan with the new radiator and put water in it. Well to my suprise the radiator had a hole in it about 1/3 of the way up.. I call them and the best they can do for me is have this one picked up, wait until they get it, inspect it, and if they decide it is not my fault they will ship out a new one. So this process will take about 3 weeks they said!!! Well now my stang sits for 3 weeks!! I pleaded with them to send me another one while this one is in transit, but absolutely no help.. They say I can buy another one and they will send it, but that is all they can do.. What a crock for customer service!! When I explained that it was there fault and I did not want to be out of a car for another 3 weeks, all they could say is "well it is really not our fault, it is the radiator vendors fault" - I could not believe this jacka*& had the nerve to tell me that!!! Anyway I will never use them again!Thanks,
Brian
In todays day and age customer service is everything , it sounds like from your explanation that they do not value you as a customer , but also , want to pass the blame along to another person or company. I would look up the rad supplier and speak with them directly. What they should have done was ship you a new rad , while the old one is on it`s way back to them , they could then take your credit card number , and , put through a charge if it is determined that you caused the damage to the rad. If it is determined that you did not , you have a new rad , your happy , they have used common sense , and , serviced a valued customer , they can look forward to more business from you , and also , hear you speak highly of them as compared to what you have posted on this thread. There is every possibility that they have now lost more business because of you. Bottom line is , without top customer service your business will have a hard time succeeding , when you piss off one customer you are in all likleyhood going to piss off their freinds , and , lose even more business. JOHN  ------------------
65 2+2 FASTBACK
68 COUPE
87 TAURUS WAGON
98 F150 XLT TRITON V8 4.6, 4 WHEEL DRIVE
Member:Vancouver Island Mustang Association
M&M #1710
MyPhotoPage
MY TRUCK
IP: Logged |
ccode67
Gearhead Posts: 1549
From: douglasville,ga,usa
Registered: Mar 2001
|
posted 06-04-2002 01:14 PM
I had a similar experience with CJ'S, they sent a set of 15x7 styled steel wheels, one of them was a 15x8, I had to pay for the new wheel to get it shipped while the 15x8 was on it's way back, they did credit me for the shipping but they also lost a customer for life. Their fault, my expense, never ever again will I buy from them.
NPD rules!!!!!!!!!!------------------
Stuart MCA #48902
M&M #1091
67 stang 5 speed, 351W, Edelbrock Performer RPM package
91 f-150 xlt
98 explorer xlt sohc v-6
IP: Logged |
mellowyellow
Gearhead Posts: 5629
From: So. Fl.
Registered: Aug 2000
|
posted 06-04-2002 02:14 PM
I bought a 4 row rad that resided in my 65. currently out. Had it for about a year before install-got it from a co. in Ca. For grins, took it to my rad guy for check up. It had two leaks and was new. Considering the effort, time, etc., had them repair it, which they did at cost about the same as going through the BS of sending back. Co. that sold it had no way of knowing. Think NPD is a great co. but dont think they walk on water or that the owner has achieved saintdom. LOL! Know that they're a very good co. but had an adjustment on a part from CJ Mustang that was fair. They could have done better on the wheel deal. Doesn't each width wheel have a different width box? Mustangs Unlimited-have their catalog but don't order from them too much. WOULD like to hear NPD's policy on handling problems of this nature. I read the co. policy just now on NPD and CJ Mustang and it seemed to be the same. On damaged goods, where it's apparent, the carrier has to be notified. Taking the rad in for a check up before the reinstall. This served as a reminder!What would YOU do?? Few years back, out of the blue, the brown truck stops, brings a black 66 dash pad from a co. Called them, took them a day to call back and say it was a mistake. They never would have found it, according to my guy at the co. Nobody's perfect.
IP: Logged |
MrWesson22
Gearhead Posts: 1202
From: Dacula, GA
Registered: Sep 2000
|
posted 06-04-2002 11:11 AM
I understand where you're coming from, and that guy was an *** to say anything about the problem being the vendor's fault, but y'all are spoiled! If you have to pay up front for a new one but they're reimbursing you for the cost of the part, plus the cost of shipping both ways, I don't see what you have to complain about. Think about it this way... let's take a nice little hypothetical situation.Mr. John Crook is working on several classic mustangs and needs a couple radiators. He has the perfect scheme for getting them half price -- buys one, has it shipped to him, calls up the vendor and tells him there's a hole in it. They say no problem, send him another and tell him to just send the other one back when he gets the replacement (that he wasn't charged for). That company is going to be out the money and is NEVER going to see the first radiator (that wasn't damaged in the first place). I know nobody here would do anything like this, but speaking from in the industry, it happens ALL THE TIME to companies (like us) with this kind of policy. We lose insane amounts of money on these kinds of problems, and in all fairness and reality, it ends up coming out of the consumer's pockets with increased pricing/shipping charges, etc in the long run. I'm not trying to stand up for anyone here or get on a soapbox. Just something to think about...
------------------
Neal
Member #723
[email protected] AIM: MrWesson22 69 Gulfstream Aqua Grande
351C/Toploader 4sp
IP: Logged |
Moneymaker
Administrator Posts: 19611
From: Lyons, IL, USA
Registered: May 99
|
posted 06-04-2002 12:34 PM
Moral of the story............next time call Smiths Radiator. If you have a $100 car get a $100 radiator. 
I cannot for the life of me see how so many Mustang enthusiasts are sooo penny wise adn dollar foolish (nothing personal towards anyone on this thread by the way, just a generalization)when it comes to their pride and joy? 
Certain items just should not be skimped on. Radiator, water pump, oil pump, engine bearings, belts, hoses, ball joints, tie rod ends.
Why would anyone for the life of me spend thousands on an engine, then use a Pep Boys rebuilt water pump, or a "over seas" replacement radiator to cool it?  ------------------
Alex Denysenko
Co-Administrator and Moderator/ non 65-66 Mustang owner sensitivity co-ordinator NHRA/IHRA/SRA member
NHRA and IHRA SS/LA National Record Holder '00, '01, & '02
Fleet of FoMoCo products including 88 ASC McLaren Mustang #28
Part time secret agent license #0089
Professional Manwhore
The Barry of BarrysGrrl
IP: Logged |
fastford34
Gearhead Posts: 332
From: penna
Registered: May 2002
|
posted 06-04-2002 12:35 PM
sorry to hear about your radiator problem.i know this wont help,however look at it from their side.there are some real shysters out there that drive up the cost of doing business. i work part time for a gun shop and you cant imagine some of the bs people try to get away with. the sad part is the honest guy has to wait longer,pay more,to cover the costs of doing business with the people trying to get things for nothing. believe it or not ,nothing is free. someone,somewhere is paying for it.
IP: Logged |
Fastymz
Moderator Posts: 10683
From: Reno Nv USA MEM#1240
Registered: Apr 2001
|
posted 06-04-2002 12:42 PM
I run a small business,and I too think most customers out there are spoiled.
That said if we sent something that wasn't right,I would never tell the customer it was the vendors fault.
And I wouldn't ask the customer to pay for a new one,and we'll give then a credit when the old one gets back to us.
Thats all part of business,and yes some people do take advantage of you.Heck we get people that get a return on there charge card.Because that didn't like what thet got from us.And never tell us we find out about 2weeks later.While that whole time the customer has their money and our product.We have to then go and ask the customer for our product back.Now thats a bunch of **** too.Brian,did you ask to talk to manager,and how about the owner.I have found that you get alot more done when you talk to some one who has the finale say. SCOOP ------------------
65 coupe,351w,C4,Big Boss 429 hood scoop,Crager SS,Black Suede. https://mustangsandmore.com/ubb/Fastymz.html
IP: Logged |
RICKS
Gearhead Posts: 243
From: Ocala, FL
Registered: Mar 2001
|
posted 06-04-2002 12:58 PM
Unfortunately, Neal has hit the nail on the head. It's the scumbags and crooks and deadbeats on this earth that we can all blame for these types of inconveniences. I know that doesn't help you out of your delay Brian, but that's the cold reality. Otherwise the entire world of commerce would flow along nicely using nothing more than the honor system. It's easy to armchair quarterback, and everybody knows themselves to be honest and ethical. It's natural to be irked when you feel your integrity is being questioned. But I beg everyone here to look at this from an objective standpoint. Neal is right, his scenario is a favorite and common ploy for people lacking in their upbringing. And it's not always a situation where they want two of one part, it's usually a situation where they accidently screwed up their first part trying to install it, and not wanting to take responsibility for their mistake, insist that a second one be sent out "immediately, free of charge, or I'll tell all my club members and I'll write a letter to a dozen magazines and I'll sue and..." and on and on. It's almost a sure bet, the louder the screaming and the more severe the threats, the higher the likelihood that a business is being played like a used fiddle. Businesses MUST have a system in place that places both parties, supplier and customer, in positions of where accountability is assured. Otherwise, the parts supplier has effectively announced "open season" for getting scammed for free parts. You can't leave the barn door open wide, anybody here in business knows that. Now, if it's a cheap item, we just send it out and take our lumps. But a 4-row radiator isn't cheap. In cases like this, most everybody in the industry will insist upon getting payment to send an immediate replacement. Upon receiving the defective radiator, they would then credit you for the replacement along with all freight costs incurred. The net effect is you get your replacement radiator fast, and you're not out any money in the end. You may say that the supplier holds all the money and all the cards in this scenario, but that's not exactly true. If the supplier fails to hold up their end of the deal, all you have to do is call your credit card provider and dispute the charge. Both parties are perfectly protected. Johnmustangs' suggestion of the supplier sending out an immediate replacement free of charge, and then charging the person's credit card if warranted after inspecting the returned radiator probably makes better sense to everyone here, but there's a huge problem with that. It's illegal. There are strict guidelines governing how merchants can charge a credit card, and for no reason can you charge for merchandise that was shipped out 1-2 weeks prior. Any charge of that nature could not be successfully defended against dispute. O.K., I won't bore you guys with any more. Mello, NPD's "policy" would be similar in this circumstance, but I hate the word "policy". Policies taken at face value can be just as ignorant as "Zero Tolerance" rules in today's public schools. At the end of the day we try hard to do what is RIGHT, not always what is "policy". But the policies have to be there for our protection. Without basic systems and guidelines, there would be pandamonium. We use our policies as our safety net, and then we try to exercise our best instinctive judgement from there. Our management is authorized to use their judgement to a certain extent, and beyond that it rests with me. It's impossible to please everyone, but all you can do is follow your principles. i.e. I never claimed to walk on water, never said we haven't screwed up our share of transactions, and I REALLY don't post here intending anything beyond being of help when I've got a spare moment to stick my head into what the hobby is chatting about. I APOLOGIZE FOR BEING SUCH A WINDBAG!!
IP: Logged |
Fastymz
Moderator Posts: 10683
From: Reno Nv USA MEM#1240
Registered: Apr 2001
|
posted 06-04-2002 01:10 PM
Rick,very well said.
I for one think it's great that you and every one else is on here.This site has been a great help to me and I'm sure to many others too.SCOOP ------------------
65 coupe,351w,C4,Big Boss 429 hood scoop,Crager SS,Black Suede. https://mustangsandmore.com/ubb/Fastymz.html
IP: Logged |
jkilroy
Gearhead Posts: 1680
From: Vicksburg, MS
Registered: Dec 99
|
posted 06-04-2002 01:24 PM
This is why Mustangs Plus ROCKS! The customer service there, at least for me, has been fantastic, as good as any vendor in any industry I have ever worked with.------------------
Jay Kilroy
68' Fastback GT 390
"No such thing as a cam thats too big"
IP: Logged |
mellowyellow
Gearhead Posts: 5629
From: So. Fl.
Registered: Aug 2000
|
posted 06-04-2002 08:32 PM
Alex!! You must have talked to my radiator guy! An old timer from Cuba with old school principles. He told me the radiator was ca ca (I had bought in Ca. 'cause they were backordered everywhere at that time.} He said next time to bring him tanks and he'll MAKE ONE! Am going to do just that!!
IP: Logged |
70SportsRoof
Gearhead Posts: 611
From: Just west of Phoenix, AZ
Registered: Dec 2001
|
posted 06-04-2002 10:06 PM
Very few companies are willing to take the risk of sending you a new part before the old one is shipped back to them. One company that does is Classic Auto Air. I ordered one of the Sanden conversion kits from NPD, and they told me it would be coming form Classic. Classic sent me a wrong hose, I called them and they siad they'll ship out the correct one, and in the mean time if I could box up the wrong hose and get it ready for UPS. Well, got the correct hose and 2 days later UPS came to pick up the wrong hose. It's great to feel that a co. has that much trust in their customers, but understandable that not all do business that way. ------------------
Gary-
1970 Mustang Deluxe SportsRoof (daily driver), 1946 Ford pickup, another 1946 Ford pickup, 1947 Ford parts truck, 1957 Ford Fairlane 500 Town Vic
IP: Logged |
GypsyR
Journeyman Posts: 40
From: SC
Registered: May 2002
|
posted 06-04-2002 11:18 PM
Some well written posts here guys. the only thing I can add is that I truly believe that there is no such thing as a parts vendor who won't sell you a wrong/faulty part from time to time. It's how they handle these problems
that makes all the difference in who gets my business.
IP: Logged |
johnmustang
Gearhead Posts: 4088
From: Vancouver Island , British Columbia , Canada
Registered: Nov 2001
|
posted 06-04-2002 11:33 PM
RICKS , Did not know the legalities of the credit card charging policy , but , what you said is right on the money. I still feel that Brians problem could have been handled alot better , I think the person that spoke with Brian needs some customer relations class`s. He will cost the company alot of business , just this thread alone will probably cost them. Alot more people read these than actually reply to them , the seed of discontent has been planted , mustangs unlimited needs to train their employee`s a bit better. I have never dealt with them , and , this thread will most likley make me think twice about it now. JOHN ------------------
65 2+2 FASTBACK
68 COUPE
87 TAURUS WAGON
98 F150 XLT TRITON V8 4.6, 4 WHEEL DRIVE
Member:Vancouver Island Mustang Association
M&M #1710
MyPhotoPage
MY TRUCK
IP: Logged |
ccode67
Gearhead Posts: 1549
From: douglasville,ga,usa
Registered: Mar 2001
|
posted 06-05-2002 08:35 AM
The wheel problem I had with CJ's was not handled well, I spoke directly to Creed (the C of CJ's) and explained the mix-up, 3 wheels were correct and one was incorrect, he had my money for the set of wheels plus a couple of thousand more that I spent during the 3 or 4 months prior to that, he did admit it was their fault for sending the wrong wheel but would NOT trust me to send back the wheel. This all took place before finding this website and reading some of Ricks posts, all money I spend in the future will be at NPD or Mustangs Plus. CJ's will never ever get another penny from me. As for Mustangs Unlimited, they are close enough to me I can go to their store to buy parts and their prices are decent, seems like the Atlanta store caters to the late model crowd and the employees don't know much about early models. ------------------
Stuart MCA #48902
M&M #1091
67 stang 5 speed, 351W, Edelbrock Performer RPM package
91 f-150 xlt
98 explorer xlt sohc v-6
IP: Logged |
mellowyellow
Gearhead Posts: 5629
From: So. Fl.
Registered: Aug 2000
|
posted 06-05-2002 09:40 AM
C J Mustang did NOTHING more than NPD would have done. You're beatin' a dead horse, man. It might not be fair in your view, or maybe mine, but Neal who works at Year One and Rick at NPD said essentially the same thing. ALL Mustang businesses could perhaps sharpen up their phone manners, and so can customers. We live in a rude society, and customers get rude, too. Rick at NPD said that a 4 row radiator, as an example, is expensive and they cannot, as part of doing business, send out another without getting a return. Unfortunately, the customer does suffer. What would Dell or Gateway do? Put that on line and check the replies!!! For every honest customer, there is an "opportunist" in some that take a different point of view. Have read some of the "I got screwed" posts on Stangnet and Vintage-Mustang. Like the guy who buys a 68 tilt, sends it back, seller in good faith sends a refund. Tilt arrives back, minus all the "missing parts" that the guy kept to complete his own. That sh*t happens! One thing have learned: ask for a specific person who has given good service. At NPD, ask for Logan, At CJ Mustang ask for Britton. At Va Mustang, Becky or John. These people are courteous, helpful, knowledgeable all of which, reduces the chance of a screwed up order. Kindness on the phone begets kindness in return. Carpet needs cleaning. Spent an hour looking for the name of the woman who kept calling me once a year after doing it once before! Why?? She was friendly, no BS and her co. gave good service. Also, she's on commision like I was for years. and I'll be damned if I'd give the order to anyone else!! Please excuse the long winded post!
IP: Logged |
RICKS
Gearhead Posts: 243
From: Ocala, FL
Registered: Mar 2001
|
posted 06-05-2002 09:51 AM
Could the incidents Brian and Stuart had been handled better from a customer-relations standpoint? I never commented or said a word about that. Do I talk about or pass judgement on my competitors? Absolutely not. That's you guy's ballpark. Hope everyone can understand on that. (YES, a mercifully SHORT post from me for once)
IP: Logged |
bgseib
Gearhead Posts: 109
From: Tyler, TX, USA
Registered: Dec 2001
|
posted 06-05-2002 11:12 AM
Originally posted by Alex Denysenko:
------------------------------------
Moral of the story............next time call Smiths Radiator. If you have a $100 car get a $100 radiator.
I cannot for the life of me see how so many Mustang enthusiasts are sooo penny wise adn dollar foolish (nothing personal towards anyone on this thread by the way, just a generalization)when it comes to their pride and joy?
Certain items just should not be skimped on. Radiator, water pump, oil pump, engine bearings, belts, hoses, ball joints, tie rod ends.
Why would anyone for the life of me spend thousands on an engine, then use a Pep Boys rebuilt water pump, or a "over seas" replacement radiator to cool it?
Alex Denysenko
------------------------------------Now I am trying for the life of my to figure why you think I am skimping on parts.. I had a 2 row and decided to UPGRADE to a 4 row even though I could easily do with a 2 or 3 row. Then decide to go to an electric fan instead of stock (UPGRADE AGAIN), AND decide to UPGRADE to a alum hiflow waterpump. AND the radiator I bought was made in the US! And to top all that off where am I buying these parts? - pepboys? Autozone? Oh ya, I am buying all these parts from a vintage mustang supply company... man what was I thinking....
Brian
IP: Logged |
ccode67
Gearhead Posts: 1549
From: douglasville,ga,usa
Registered: Mar 2001
|
posted 06-05-2002 11:17 AM
quote:
Originally posted by RICKS:
Could the incidents Brian and Stuart had been handled better from a customer-relations standpoint? I never commented or said a word about that. Do I talk about or pass judgement on my competitors? Absolutely not. That's you guy's ballpark. Hope everyone can understand on that. (YES, a mercifully SHORT post from me for once)
Ricks, I understand your not commenting on a competitor, it would be bad business practice.
At the time this happenned, I had just spent well over $2000 on parts and another $650 for the wheels, all within a 3 month span, I just felt Creed should have taken that into consideration when the order was sent out wrong and not made me pay for another wheel to get it right, sure, I was reimbursed for it a month later, basically he used $160 of my money for a month with no interest. I should have sent the whole set back and ordered them from someone else.
IP: Logged |
Moneymaker
Administrator Posts: 19611
From: Lyons, IL, USA
Registered: May 99
|
posted 06-05-2002 12:19 PM
Brian, as I said, "nothing personal towards ANYONE on this thread". I was not trying to belittle you. I saw that you had pruchased a 4 row unit, but based on my experiance and knowledge of parts costs, you just can't buy a GOOD 4 row radiator for what you paid for the one you recieved. There is so much JUNK out there right now in the radiator industry, especially for classic type cars like ours, that you really must do your research before you buy, or get a refferal.
Now your problem would appear to have been more of a shipping damamge or damage at the vendor issue than a supplier problem. Most radiator manufacturers do not pack their products as well as they should due to costs. The premium produts that I use and sell are packed in so much spray styrophome (sp?) and plastic bubble wrap that it is almost annoying.  The end result is well worth it though as they are NEVER damaged or leak. I feel for you my friend and I know only too well how you are suffering, but Rick is 100% right. There are way too many scammers out there that screw it up for the rest of us. Consequently, most vendors (myself included) are very apprehensive about sending out replacement parts at no charge without seeing the alleged defective unit first. WE could have our entire inventory in transit replacing alleged defects if we did not scrutenize the claims.
I have a good used radiator that I will loan you for free Brian, if you want it, to tie you over while you get your other unit relsoved. Just e-mail me direct. ------------------
Alex Denysenko
Co-Administrator and Moderator/ non 65-66 Mustang owner sensitivity co-ordinator NHRA/IHRA/SRA member
NHRA and IHRA SS/LA National Record Holder '00, '01, & '02
Fleet of FoMoCo products including 88 ASC McLaren Mustang #28
Part time secret agent license #0089
Professional Manwhore
The Barry of BarrysGrrl
IP: Logged |
johnmustang
Gearhead Posts: 4088
From: Vancouver Island , British Columbia , Canada
Registered: Nov 2001
|
posted 06-05-2002 12:27 PM
quote:
Originally posted by Moneymaker:
Brian, as I said, "nothing personal towards ANYONE on this thread". I was not trying to belittle you. I saw that you had pruchased a 4 row unit, but based on my experiance and knowledge of parts costs, you just can't buy a GOOD 4 row radiator for what you paid for the one you recieved. There is so much JUNK out there right now in the radiator industry, especially for classic type cars like ours, that you really must do your research before you buy, or get a refferal.
Now your problem would appear to have been more of a shipping damamge or damage at the vendor issue than a supplier problem. Most radiator manufacturers do not pack their products as well as they should due to costs. The premium produts that I use and sell are packed in so much spray styrophome (sp?) and plastic bubble wrap that it is almost annoying. The end result is well worth it though as they are NEVER damaged or leak. I feel for you my friend and I know only too well how you are suffering, but Rick is 100% right. There are way too many scammers out there that screw it up for the rest of us. Consequently, most vendors (myself included) are very apprehensive about sending out replacement parts at no charge without seeing the alleged defective unit first. WE could have our entire inventory in transit replacing alleged defects if we did not scrutenize the claims.
I have a good used radiator that I will loan you for free Brian, if you want it, to tie you over while you get your other unit relsoved. Just e-mail me direct.
Now this is top grade 100% customer service , Alex you should be teaching customer relations to some of the other companies out there ( not trying to put any other company down ) . JOHN ------------------
65 2+2 FASTBACK
68 COUPE
87 TAURUS WAGON
98 F150 XLT TRITON V8 4.6, 4 WHEEL DRIVE
Member:Vancouver Island Mustang Association
M&M #1710
MyPhotoPage
MY TRUCK
IP: Logged |
bgseib
Gearhead Posts: 109
From: Tyler, TX, USA
Registered: Dec 2001
|
posted 06-05-2002 01:35 PM
I really appreciate your thoughts and the option of loaning me your radiator - but I went ahead and bought another one from a closer company that should be here this afternoon... I do appreciate the offer though, and do understand that there are many people out there that mess it up for the rest of us...
Thanks,
Brian
IP: Logged | |
Mustangsandmore Forums
UBBFriend: Email This Page to Someone! 
