Vendors & Customers

[fredhurderjr]

Thank you for keeping the issues here civil. Yes, there are occasions where the customers & vendors do not see eye to eye.

This part of the Forum is a place to voice concerns or praise for the good of the community, but is not necessarily a place to go off on a bash-session or a tennis match back & forth publicly.

I want to personally thank those who have been able to keep things civil, even in the midst of a problem or trying situation.

I also think it speaks MILES about the intentions of SHO Shop recently that Tom is able and WILLING to counter points made here on the Forum & explain his side. I doubt very much that you would have seen ANY response in years past. Most other vendors here are also willing to address concerns here as well.

It is extremely unfortunate that things like this do happen, but they do - it's inevitable.

My advice to anyone who ships product is to a) use a traceable means, like UPS or Fedex (I prefer UPS myself), b) insure it for replacement value, and c) follow-through with a call or email to verify shipment or receipt, etc. We've seen in the past couple of months how some vendors who use the USPS have had problems with their products making it to customers.

IMO, the first step with an issue should always be private & offline, rather than a public bash. The parties in the discussion about the chip, etc. followed that, and even when it did come public, both sides kept it civil. Thank you!

 

[Prophet78]

Fred,

I hope I don't step on your toes here, but I must voice my opinion. Anyhow, I do apologize for being so winded, but Rant On! (Gee I feel like I am part of the Fantastic 4!)

First, I completely disagree that the shoshop (topics) posts was civil, none of them have. It could have been better, or it could have been worse but I don't think it was civil.

Second. Maybe it is just me, or maybe it is just a midwestern thing, but where I come from customer service is priority one. If you don't have that, you might as well kiss your business good bye!

My money is important to me and so is my time. Just about anything expensive I buy, I make sure I am getting the best. If I have to send something off or order something, I want to know at all times where the package is and what it is doing.

I learned a valuable lesson while working at Office Depot when I was a teenager (Some 7 years ago, damn I am getting old). Office Depot didn't have low prices, they didn't have the best prices, but you know what they did have, the best customer service around.

You were employed there to listen to the curstomer and solve the problem on the spot. Didn't matter if the store didn't carry the product, we directed the person to the next business who did have it and we made sure they did have it in stock. We went as far as to call the business to verify that the product the customer was looking for was at that business, all while having the customer wait while we were on the phone.

Doesn't matter if the things get lost in the mail, first thing to do is in fact try to find if the item was shipped and if so, find it. If you want to keep your customers then you do what is necessary to keep them happy. It may be frustrating but you do it to keep your business happy and the customer happy.

Example. I will not do business with SHOShop. Period. Never. Why, because of all the rotten complaints they have recieved since I have been on this board. Fred you of all people should understand my views. You are one of the prime examples of why my business will go elsewhere.

Doesn't matter what good they have done, because the bad outways the good. There is always someone else that is happy to take business from the leader. Doesn't matter what SHOShop has done for our aftermarket. Someone else can and will do it.

Not only will I not do business with SHOShop but a lot of other people I know won't either. They don't want to risk the hassle. When it comes time to do performance mods on my car, my business with go to Perf Plus, Shawn, and the other shop in Atlanta. Why, because they take the time to do the little things. Yes, I do have a few components from SHOShop, but they didn't come directly from them.

Yeah, the SHOSHop may have a big customer list, but I doubt it will get any bigger.

Finally, business is slowly changing again. Today there is a lot of business being conducted over the internet. The old saying "Buyer Beware" is slowing coming back into the markets today. Why, because the E-Bizs' don't have store fronts that you can walk into, plop down the item on the counter and raise holy **** because you aren't satisfied.

Yeah, you can send emails to the support box, but what good is that going to do. All the person behind the keyboard (if there is one) has to do is hit that magic delete key. Phone, yeah, ever heard of this, VOICEMAIL!!!. Same as email, delete key!

If I were to purchase something from, for example, CincySHO and something was fouled up, yeah, I could take the 2 hour drive to Cincy and see if I could find someone. Chances are I wouldn't do that because I would feel that I would most likely be wasting my time and gas. By the way, I have delt with CincySHO and have no complaints.

The little things are what keep a business a float, not the big things. Pride and vanity is nothing to hide behind, your customer service is.

-Jeremy-

 

[twr]

If you send anything out to any shop and it gets lost before it gets there - how is it the shops responsiblity that it's lost??

As Fred stated

My advice to anyone who ships product is to a) use a traceable means, like UPS or Fedex (I prefer UPS myself), b) insure it for replacement value, and c) follow-through with a call or email to verify shipment or receipt, etc. We've seen in the past couple of months how some vendors who use the USPS have had problems with their products making it to customers.

If you don't take the means to protect yourself - you've only got to point the finger at yourself.

I have had no problems with the ShoShop. Any time I send anything to them or anybody for that mater I send it UPS (typical 2nd Day) and insure it for twice the replacement cost. I can't blame Tom for his post, the post against the ShoShop was not justified.

Sorry - I normally stay out of these discussions - but I feel that the SS is taking steps to correct their problematic customer service.

Terry

 

[thebigjimsho]

I can't dispute either party's claim. I've heard a lot of bad things about SHOShop, I have heard some good things lately as well.

But, I can tell you, I have bought a number of parts from them, chip, front and rear strut tower braces, I even bought the Quaife when I visited SHOShop 2 years ago. I've bought these parts and more over the past 8 years, I've always received them on time and was told if they weren't in stock. Maybe I'm just lucky, I don't know. That's just all I can say, use it if you will on your decisions.

 

[SuperSho92]

First thing is first...this reply is not a "slam" on the SHOShop...it is merely a means of providing more facts to the story (facts that I excluded due to the fact that my original post was growing at an exponential rate)

As for the reason I chose the postal service...speed. Unfortunately this worked against me. Due to the fact that an additional day would have been added to the trip as a result of scheduling a UPS pickup...I choose to go with the postal service (I could ship the chip out that day). As for protecting myself...I did my best, I insured the package (but we all know the pains that follow insurance claims).

As for the SHOShop side...keep in mind that the chip was suppose to be returned to me in 3-4 days...they received a letter (I honestly dont know what type of letter) on Sat. The letter requested that the shop notify the post office as to their working hrs. due to the fact that the package required a signature (I dont know why, I did not request a signature). After waiting 6 days...I decided to call the SHOShop. They proceeded to tell me that they had not received the chip (they neglected to tell me that they received the notification). I assumed it was the postal service. I proceeded to call the following day. Still no chip, but we were informed of the notification. This could go on forever...Long story short...I called yesterday...of which I was informed that the request to re-deliver was made as of Tues (5.28.02). More than a week after receiving the notification.

This bothered me...due to the fact that I told Tom that this was my daily driver, and the corresponding importance of the rapid alleviation of the known problem.

More importantly (and I repeat this is not intended to be a slam, purely informative)...I would have acquired no information had I not pursued on my own behalf...information that the shop did posses.

Furthermore, the reason why I felt the need to post was the fact that I was hung up on...I find it incredibly insulting...nor do I believe it promotes proper business behavior.

To the moderators...I apologize if this post contradicts what you have said here concerning civility...I have done my best ot keep it purely informative..in an attempt to provide more info to the story and the reason for my unhappiness. This is more than just a lost in the mail situation...and do not feel that my disappointment or my opinions are unjustifiable.

 

[noSHO]

I like SP Motorsports and IPT. Joe at SP has to have the greatest customer service in the world. I mean seriously...I have ordered a few things from him, and DAMN ih he isn't friendly, helpful and totally able to get things to me in a timely fashion.

IPT has customer service rivaling SP as well. When I ordered two of their parts (not parts of another vendor, meaning IPT had these parts in stock), I got them within days just like with SP. Shawn is a great guy to talk to, and he is really doing a LOT for the SHO community. More than you guys really give him credit for. FWIW, he's doing as much as he can with what he has in regards to the cams, headers, etc, and I know as SOON as he has any information to give, we will be the first to hear about it. (What I'm trying to say is stop bugging him )

I agree, customer service is number one. Example: At a restaurant, I'd prefer a waitress that I have to ask for a refill on my drink or extra napkins, but that is always smiling, and seems genuinely interested in how we like our meal and is nice to talk to over one who is not friendly, never smiles, and doesn't seem to care at all, but is constantly refilling drinks, bringing out stuff, etc. Good customer service can make up for a bad situation. It's ok if a part is not in stock or something, but saying it's going to be shipped in 4 days, disappearing, not returning phone calls, emails, etc, is just not good customer service. Just be straight with us, and whatever the business is will get a good reputation. I'm not pointing fingers at anyone specific, I have no reason to. All my experiences thus far have been very positive.

 

[kaoticSHO]

Yeah, they are doing a better job thank goodness. I will give them that. Tom is great to talk to, and they have so many cool parts, unfortunately I have already bought most of them...make some more.

You will have to excuse me if I sound a little bitter, as a number of years ago I purchased stage one cams from them after all of the other stuff and mysteriously 110 miles later my engine went ****! My engine was the second one of six that valve spring problem happened to. If this were to happen to any of you, I believe you would be a little bent. I didn't receive a call back from them concerning this after it was determined that a bad batch of valve springs had been sent. I didn't want them to pay for my engine *these are race parts and offer no warranty* just a word saying they knew of the problem and were going to fix it so others wouldn't have to deal with it. Unfortunatly, it happen to three others that I know of, in fact twice to one person. I just moved on, and rebuilt my sho engine and then went on to supercharge it.

So, for me to say that they have been good to me lately is coming from someone that knows what it is like to be on the short end of the stick. I have nothing but praise for them now. And I am happy that the "phone helper" that they used to have no longer is around. To me, Tom has really turned things around and I wish him and Vadim continued success with this vehicle and other ventures. With the age of shos and the price coming down so much and after two or three owners it is commendable that the SS has stuck in there with us. I am glad to hear that they have diversified, hopefully they will be in business for when I start to modify my "other" sho.

 

[RStalveyARFF]

Well the thing Fred pointed out, he meant making it from the shop BACK to the customer. That was me he was talking about, and luckily, I insured it. If I didn't that would have been cash out of my pocket. My complaint with SS was Tom's statement to Chris about the UDP's awhile back. "Too bad you cancelled your order, the pulleys came in today" That's a surly attitude to be taking toward a ****** off customer that had been waiting a very long time for something supposedly in stock.

EDIT: I didn't even read the earlier SS post. Now I get it!!! duh

<small>[ June 01, 2002, 02:31 AM: Message edited by: SHO91MTX ]</small>

 

[RStalveyARFF]

oh yeah, I totally forgot my main point. Check out Fedex ground Fred. If you're close to a fedex customer counter, they'll beat UPS in price every time, and they'll even give you boxes! Try that UPS!!!

 

[Mr. Chad A.Meirose]

FED-EX rules, and would be worth twice the shipping of ups
reasons
#1 They are faster. point blank I get fed ex stuff in 2 days from no matter where(ground)
#2 claims fed ex is happy to help ups is happy to turn you down.
so to fed ex I say
thumbs up thumbs_u

<small>[ June 23, 2002, 01:56 AM: Message edited by: Mr. Chad A.Meirose ]</small>

 

[SHO Shop]

One point though, FedEx Ground and FedEx are actually two different shipping companies. FedEx is great in service, no problems at all, but FedEx Ground service is another story. We've lost probably about 5 transmissions in transit now, not to mention numerous parts. The insurance claims are **** to deal with thereafter. We were with FedEx Ground for about 5 months before cancelling our account, we've just had too many problems.

Just some food for thought.

 

[fredhurderjr]

Yes, Fedex Ground is the old RPS - Roadway Package Service.

 

[SHODWN]

There are enough vendors out there, if you dont like one use another or become one like half of this list in this post has.

Mt personal expirence with the SHO SHOP is horrible, there are other that love it. I just think that parts fo these cars should cost as much as "some" shops charge. and to watch a close freind get screwed for 2 years by the same vendor and still loves them to death. Why Ill never know but do what you want if you post something bad keep it civil yelling on here does no good for anyone. Explaing the sit and let it roll from there.

There are SHOPS that some love and hate I have seen the worst in every shop new and old, and as someone pointed out it is all about CS (customer Service) thats first and for most the first priority of any small business. you dont like something or something was damaged or whatever you need to keep the customer happy and the next thing for all VENDORS answer your dam phones! there is nothing more frustrating than a "vendor" that you cant reach.

Thats why I wont post the company I belong to because we dont have the sie up as of yet so there is no reason to post it. because you cant see it. also misadvertisements are also very wrong. One of the SHOPs posted " the most HP V8 ever" well N/A anyway. Wrong!! not to talk- but I have beaten the HP shown without a single part from that company when my dyno testing took place.

I know Big deal but misadvertisements just plain suck.

 

[fredhurderjr]

We need to get you your own page, just for your signature Kirk.

 

[SHO Shop]

If you are referring to my '96 V8 that was just recently sold on Ebay, you're misinformed again. No where did I say I had the most horsepower made from a V8 SHO. I did make the claim it was "what might be one of the most highly modified 3rd Generation Ford Taurus SHOs out there". Slight difference, but taken out of context. It's always a good idea to research the facts before you put it in print.

Good luck on your business and I'm sorry I couldn't satisfy your needs. I try to do everything in my power to take orders for parts and ship them in a timely matter, but I can guarantee I had no part of "screwing a close friend for 2 years".

Again, I wish you luck on your business venture.

 

[SHODWN]

Hey, it wasnt just a bash. it could have been worse but that has to be up to others to agree or disagree.

its a tricky business for the GEN 3 right now, you should have kept that car and made a Killer out of it. as far as skill I never said to much about that its all in CS. that can make or break a business. Glad I dont answer phones.

Thaks for the congrats but it will be a while before we can get up to speed. Perfection takes time