Getting pissed at rock Auto

-
Demonracer said:
There IS an office somewhere, someone has to manage the influx of orders. My thoughts are, they just don't want to deal with anyone. I had a friend that owned speed parts store years back when the dot com era started. Once he started selling mail order, he closed his store down & relied on the monies rolling in. He's been taken to court a few times & won all but one of his cases due to the "fine print". I don't agree with this type of merchandising, but it comes with the electronic age we live in. I had someone approach me at a swap meet a while back & asked about something I was selling. We talked, I dropped my price a little & his comment was; "I can get the same part on the internet for half of what you are asking. I turned around & went back to sit in my chair without dignifying his comment with an answer.
Click to expand...
I tjink your swap meet customer was just using his statement, as a negotiating tactic. A rude and ineffectual one, i grant you. If it were true, why is he at a swap meet, paying admission, and parking, when he could sit home in front of his computer and save money?
 
Phreakish said:
My company only communicates through web/email. We used to take phonecalls, but you get people who have nothing better to do than tie up a customer service rep ALL DAY and then the next day THEY CALL AGAIN.

The vast majority of people can't be concise and are so ignorant of their own lack of knowledge that it can take several days of conversations to even determine what their actual question is. We get between 200 and 500 inquiries a day. If we did it by phone we'd need 25+ operators. As it is, we have two guys who can keep up by email. Having fewer people doing customer service also cuts down on inconsistencies and errors - its hard to find good help these days, let alone 25+ qualified subject matter experts.
Click to expand...

I've been retired for 5 years as of next week, so I imagine it's only gotten worse. My experiences with phone calls from customers were fine as long as it was direct to the person having the problem. Usually it was just something very simple, a misunderstanding, someone crossed an I or dotted a T type thing and it could be worked out.

There were a times when it backfired... When it went up and down the chain of command at the customers (we dealt with industrial type customers) and then up and down the chain at our place. The end user would ***** to his boss... who would ***** to his assistant to call us. A girl at the front desk would take the call, tell the boss, who would tell the tech. It often sounded like the sky was falling and we did it. The boss (often me) was smart enough to get our tech to call back and get to the root of the problem and it often was, again, something simple.

The other time it would backfire was when the customer was irate. We had one customer that we just couldn't make happy. We hit every goal and more etc. Did everything right.... But they would find something, usually imaginary or their own fault and they would call up and just lay into whoever answered the phone. They did pay their bills, but they were a PITA to deal with. I answered the phone once and that time their claim happened to be legit and it was a small mistake that I had made. Really small.... I owned up to it immediately and said we would take care of it ASAP, but that wasn't good enough. I really thought they wanted someone to slide a gun across the table so I could "do the right thing".

We had been doing OK by then... Paying the bills, making payroll etc. All was good. We talked and decided that they needed to go. They became our first customer that we "fired". Told them to take their business elsewhere. It was a good day... Meant we were doing well enough not to take that kind of crap from someone we should not have been doing business with in the first place. They were floored. Didn't know what to say and as it turns out, that wasn't the first time they had been told that.
 
Phreakish said:
The vast majority of people can't be concise and are so ignorant of their own lack of knowledge that it can take several days of conversations to even determine what their actual question is.
Click to expand...

You're right about that!! Their solution could be more responsive customer service folks quickly answering email.

About a month ago, I switched 3 mobile devices from Google Fi over to Verizon. Mobile connection at home and work was nearly non existent. I also heard great things about Verizon support. 2 of the 3 phones wouldn't work on Verizon so we bought 2 new phones. 1 was supposed to work. It took 3 weeks and hours and hours on the phone with support (it takes 30 or more minutes just to get a live person) to discover they were wrong and the 3rd phone is not compatible with Verizon.

So, now for the past week I've been back on the phone with Verizon support trying to get them to port the number back to Google. I'm pretty good with technology and usually have already tried everything they ask me to do before I call them.

Now...Google support is second to none. I can be texting with a Google support rep in 30 seconds. I just wish their network was better in my area. (They use T-mobile and Sprint).

By the way, its still not ported over!!:BangHead:
 
66fyssh said:
You're right about that!! Their solution could be more responsive customer service folks quickly answering email.
Click to expand...

Agreed! If the company can't answer everything within 24hrs, there is no way to stay ahead of the game and it's a losing proposition for sure!
 
Well how hard of a question is "where are the parts that I ordered and paid for from you"?

And why are the parts I also ordered from you A WEEK later already here?
I ordered the 1st batch of parts 1st because I needed them 1st!
Not very hi tech is it?
 
Man let it go. They will get to you when they do. None of the complaining your doing is gonna expedite it. You said it yourself, the reason you purchased from them was the price, by a lot. Packages get delayed or lost. It will show up eventually.
 
SGBARRACUDA said:
Man let it go. They will get to you when they do. None of the complaining your doing is gonna expedite it. You said it yourself, the reason you purchased from them was the price, by a lot. Packages get delayed or lost. It will show up eventually.
Click to expand...
Well at first it was because it was the only place that showed stock of any kind. I only found out what others wanted after I couldn't get any tracking info.
 
volaredon said:
Well how hard of a question is "where are the parts that I ordered and paid for from you"?

And why are the parts I also ordered from you A WEEK later already here?
I ordered the 1st batch of parts 1st because I needed them 1st!
Not very hi tech is it?
Click to expand...

that was already answered above. RA doesn’t have the parts, they order from parts warehouses when your order comes in. Just because you ordered one thing before another doesn’t mean a thing if the first parts warehouse doesn’t even have the part and has to message the manufacturer of the pet to check stock and have them sent. You are so far down the chain of command that there is no one to even talk to. I ordered from RA exactly once, I needed a spring for my fathers Subaru. I got a pair of generic springs that wouldn’t work because they were not tapered at one end to fit into the cup. Had to order directly from the dealership because nobody stocks the spring but the dealership. Had to wait for the dealership to send the spring and go through the BS of repacking and getting a return order from RA. The whole thing set the simple job back a week, for a guy that has to go to dialisys every other day, so we had to take him there as well. Sorry, that cost me way more than buying local. Never again.
 
volaredon said:
Well how hard of a question is "where are the parts that I ordered and paid for from you"?

And why are the parts I also ordered from you A WEEK later already here?
I ordered the 1st batch of parts 1st because I needed them 1st!
Not very hi tech is it?
Click to expand...

On a side note, ebay has gone down the crapper too
Just this month I have had to file 5 claims for stuff that was never shipped
Only one of those I closed because the package actually got delivered, but it took about a week longer then it should, and the seller never bothered to send me a tracking number
 
volaredon said:
I ordered some pistons and cam bearings from them on 12/7.
I ordered a rear main seal, a set of freeze plugs and a timing set from them on 12/14.
I have my 12/14 order in land already.
All that I can find out is that a shipping label has been created on the pistons order.
Nothing that says they have actually left the warehouse. The pistons are holding me and the machine shop up.
I found n actual phone number for them azzholes but all I get when I call is a bunch of recording's saying they don't do customer service by phone, refer to the f@ckin website and hunt/peck thru the FAQs. Lotta good that does. There is ONE number they say to push for a receptionist, and every time I try I get ANOTHER recording saying that the receptionist is away from the desk leave a message. What a damn circle jerk.

I have ordered there many times before, and it always seems that the speed at which something is shipped is directly related to how much of a hurry you are in (or not) for a given part.
For those who say "go somewhere else" I would have if anyone else has shown stock of 0.020 over, slant 6 pistons.
Yet they didn't have the rings, had to get those from summit, yet summit didnt have pistons.
Click to expand...

I have the same thing going on. Tracking number says shipping label was created December 2 and they are awaiting the package. Starting to think the warehouse is closed for covid, but I never trust USPS tracking based on their past performance, so who knows.
Mine shows awaiting package in Indepenence Ohio. What location is yours showing?
 
Finally showed something on tracking.
Coppell TX then Carrollton TX and it now shows it's in Irving TX.
 
My power steering pump seal kit finally showed up yesterday. Exactly one week late.

I'm just glad it wasn't lost. Not a ton of money, but I'm ready to finish the project and get back on the road.

I guess USPS is running behind as one member posted.
 
Rockauto has a good selection and cheap prices but they sure don't have customer service if something is wrong.
 
I had one instance where RA sent me two different looking but interchangeable upper ball joints. I filed a complaint they sent me another pair just like the first pair 4 days latter so I wound up with 2 pair of LBJ joints. Never asked for the first pair back. I don’t know what more they could have done?
 
finally.... only took them 19 freaking days to get from Texas to Chicago-ish...... ridiculous. was hoping to get them to machine shop LAST Monday.....
 
my dad always told me "poor planning on your part does not constitute an emergency on someone else's part." seems like we all have that kind of problem from time to time, especially now.
 
Somewhere in America, right now, is a little kid that needs an organ transplant.
And that kid knows that in order for them to get the transplant and live, some other little kid has to die.

Compared to what that little kid is facing, you saying your machine shop NEEDS those pistons seems......

Just go 0.030 over.
 
rbkt65 said:
totally agree with jos51700 as my niece has been on kidney transplant list for 18 months.
Click to expand...
Count me in too. A friend of mine and fellow retired firefighters wife went thru cancer treatment in 1990 and in the process she fell prey to radiation poisoning which has created all kinds of problems for her. She has had one kidney removed and other she is on dialysis while she is on a transplant list now for almost a year. Now she I would say has the right to be impatient.
 
What is the common factor in most of the problems/complaints? Shipping, which no one has any control over, except the shipping companies.
 
Not bragging, but ordered a pair of motor mounts form Rock Auto for my daily on Monday the 21st around 3:30, they were sitting on my porch by noon the 22nd.

I fully expected them to take a week or so. I'm not doing the work on my daily until the 2nd week of Jan.
 
You must log in or register to reply here.
-

Back
Top