Attention: TDR Forum Junkies 
Geno's customer service is second to none!
While getting my transmission rebuilt, I needed a replacement filter for the filter system the have for standard transmissions. Robin took my order on Monday, I explained how important it was that I have it by Wednesday. Robin said she would package the filter immediately after we get off the phone, and send it 2nd Day Air. She did so. I got conformation of shipping and a UPS tracking number. I check UPS tracking on Monday and they acknowledged the package in Roswell, GA, I checked it again on Tuesday for a progress report. It was in Pleasantdale, GA. with a note on it stating that it had be left at the UPS center. I again checked on Wednesday, same message. I finally came to the conclusion that I wasn't going to get it on Wednesday, and indeed I was correct!
Called UPS Customer service Wednesday night with no results, they told me to contact Geno's. About 9:30 PM Wednesday night I wrote Geno's an email stating the problem with UPS, and acknowledged that I realized it wasn't Geno's fault, they did exactly what the said they would do.
I called Geno's Thursday morning about 7:30 AM PST, I asked for Robin, the girl asked who was calling, I told her my name and she said "Oh Hi Bob, Robin is on the phone with UPS right now, can she call you back?" Of course I was shocked, and told her to call me on my mobile. Not 5 minutes later Robin called, She informed me that UPS was putting a trace on the package. She also told me she would send me another filter over night and not charge me anything for it, plus would credit my credit card the total price of the first filter and shipping. I told her I wanted to pay for the filter because it wasn't her fault for UPS problems. She would not agree with me. Told me it was no charge and if the orginal filter showed up that I would have an extra for later.
Geno's is definately a ***** (5 star) company.
THANK YOU, ROBIN AND GENO'S!
PS. Original filter came this afternoon (Thursday). It had been run over, you could see tire marks on the packaging, and the package had been torn up and retaped.
Sorry for the long post, However when a Company/Person goes out of their way to provide "Excellant Customer Service", I feel they should be recognized for it!
While getting my transmission rebuilt, I needed a replacement filter for the filter system the have for standard transmissions. Robin took my order on Monday, I explained how important it was that I have it by Wednesday. Robin said she would package the filter immediately after we get off the phone, and send it 2nd Day Air. She did so. I got conformation of shipping and a UPS tracking number. I check UPS tracking on Monday and they acknowledged the package in Roswell, GA, I checked it again on Tuesday for a progress report. It was in Pleasantdale, GA. with a note on it stating that it had be left at the UPS center. I again checked on Wednesday, same message. I finally came to the conclusion that I wasn't going to get it on Wednesday, and indeed I was correct!
Called UPS Customer service Wednesday night with no results, they told me to contact Geno's. About 9:30 PM Wednesday night I wrote Geno's an email stating the problem with UPS, and acknowledged that I realized it wasn't Geno's fault, they did exactly what the said they would do.
I called Geno's Thursday morning about 7:30 AM PST, I asked for Robin, the girl asked who was calling, I told her my name and she said "Oh Hi Bob, Robin is on the phone with UPS right now, can she call you back?" Of course I was shocked, and told her to call me on my mobile. Not 5 minutes later Robin called, She informed me that UPS was putting a trace on the package. She also told me she would send me another filter over night and not charge me anything for it, plus would credit my credit card the total price of the first filter and shipping. I told her I wanted to pay for the filter because it wasn't her fault for UPS problems. She would not agree with me. Told me it was no charge and if the orginal filter showed up that I would have an extra for later.
Geno's is definately a ***** (5 star) company.
THANK YOU, ROBIN AND GENO'S!
PS. Original filter came this afternoon (Thursday). It had been run over, you could see tire marks on the packaging, and the package had been torn up and retaped.
Sorry for the long post, However when a Company/Person goes out of their way to provide "Excellant Customer Service", I feel they should be recognized for it!
A call to Robin of Geno's Garage explaining my situation (and the need to get my Ram back up and running... my wiring/accessory enhancement left me at a point of non-reversal... at least without a major PITA); she sent out the new part UPS 2nd Day Air. Same deal as you Bob, UPS dropped the ball. A subsequent call to Robin and she had still another one sent Next Day Air... no charge to me. How can you beat that? And it wasn't even their fault in the first place, it was Painless Wiring's for not functionally testing their product prior to shipment!
