Attention: TDR Forum Junkies I know that 4 Wheel Parts gets knocked for bad service, and I have a story to relate. I recently purchased some Warn 4x Steps at the Tacoma, WA store. They quoted me a price of $120. This was during one of their "sales" and I got another $5 off. This is a great price for this product, the only catch was they didn't have the part in stock, so it would have to be ordered. No problem, "Ring me up!" Boy, did they! 
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I didn't pay too much attention to the total until I had already paid the bill. I see an extra $15 on my bill for "Freight in. " So, I ask the guy "What the F*** is this???" His reply? "Corporate Policy dictates that we charge freight for all special orders. " Special order???? They had this part in stock for other trucks, but not the Dodge, so I don't think it is a special order, just an out of stock part. "Sorry sir, but I don't set the policy, I just follow it. " What a crock of shrimp.
Well, even with the $15 up charge, their price is still the best in town, so I decided to keep the steps on order. As I head out, a little PO'd, I see a sign that says "Tell us how we can improve our service and we'll send you a certificate for $5!" So, I take one of these cards and fill in some scathing commentary on their poor customer service. I indicated that at no time did the sales rep indicate the freight in charge. I included my name, address and work phone number, doubting anything but the $5 would come of it.
A few days later, I get the certificate for the $5. Cool, now if I can convince myself to buy something from this outfit again! I've spent over $3000 at the Tacoma store since they opened 2 years ago. I wasn't sure I was ever going back. A phone message I received today changed that.
A regional manager for 4 Wheel Parts left me a message at work today, thanking me for my recent comments. He indicated that it is corporate policy to include freight in charges for all orders that are not in stock, but the sales rep should have indicated that in his price quote. "To make things right by you, our customer, I'm refunding the $15 freight charge to your credit card. " This manager even left his pager number, in case I wanted to talk with him about this incident, or any other issue. This is customer service!
Based on this, I think I'll give 4 Wheel Parts some more of my business. If a company goes this far in the name of service, I'll let them try. Should they fail again, I'll give them one chance to make it right. If they don't, then I'll have to seriously consider doing business with them again. To be honest, if the price is cheap enough, I can put up with sub standard service... .
Thanks for the patience in slogging through this VERY long post.
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Scott Collins
'98 Ram 2500 4x4 12 Valve Cummins.
Renton, WA
#adI didn't pay too much attention to the total until I had already paid the bill. I see an extra $15 on my bill for "Freight in. " So, I ask the guy "What the F*** is this???" His reply? "Corporate Policy dictates that we charge freight for all special orders. " Special order???? They had this part in stock for other trucks, but not the Dodge, so I don't think it is a special order, just an out of stock part. "Sorry sir, but I don't set the policy, I just follow it. " What a crock of shrimp.
Well, even with the $15 up charge, their price is still the best in town, so I decided to keep the steps on order. As I head out, a little PO'd, I see a sign that says "Tell us how we can improve our service and we'll send you a certificate for $5!" So, I take one of these cards and fill in some scathing commentary on their poor customer service. I indicated that at no time did the sales rep indicate the freight in charge. I included my name, address and work phone number, doubting anything but the $5 would come of it.
A few days later, I get the certificate for the $5. Cool, now if I can convince myself to buy something from this outfit again! I've spent over $3000 at the Tacoma store since they opened 2 years ago. I wasn't sure I was ever going back. A phone message I received today changed that.
A regional manager for 4 Wheel Parts left me a message at work today, thanking me for my recent comments. He indicated that it is corporate policy to include freight in charges for all orders that are not in stock, but the sales rep should have indicated that in his price quote. "To make things right by you, our customer, I'm refunding the $15 freight charge to your credit card. " This manager even left his pager number, in case I wanted to talk with him about this incident, or any other issue. This is customer service!
Based on this, I think I'll give 4 Wheel Parts some more of my business. If a company goes this far in the name of service, I'll let them try. Should they fail again, I'll give them one chance to make it right. If they don't, then I'll have to seriously consider doing business with them again. To be honest, if the price is cheap enough, I can put up with sub standard service... .
Thanks for the patience in slogging through this VERY long post.
#ad------------------
Scott Collins
'98 Ram 2500 4x4 12 Valve Cummins.
Renton, WA
