John and Kelly, (cc: to oletrucks members)
Thought I would share with you a recent set of difficulties I have had with
your company. I shared this with a user group I belong to at "Oletrucks" just
to make sure I wasn't experience atypical experience. Consider this an early
Christmas gift I am giving you as I'm sure you'll want to look at your
processes and standards as defined by your customers. Separate samples of
actual e-mails are denoted between _ _ _ _ lines and noted by date I sent them
out and then followed by responses with their names eliminated for respect.
Please note that Brent at JC's was primarily involved with this order and only
after speaking with him on at least 2 occasions, very patiently, did I decide
to get more angry and tell him that this was unacceptable, having a large box
on my front porch for nearly 3 weeks. He told me he placed the UPS request but
not sure what happened. We went through this again a week later with the same
response. Then, I requested he call me back with a tracking number which he
finally did so I am confident that maybe something will happen here. I'm sure
you'll agree that I am not being unreasonable but rather deciding to let you
all know that things need to be examined there or you'll lose customers...it's
that simple.
I look forwrd to hearing from one of you.
Michael E. Mendonca
Senior Partner
--
The Service Quality Department
Phone (925) 372-6295
Fax (925) 215-2321
e-mail: mm@service-quality.com
website: http://www.service-quality.com
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My E-Mail 1: Sent: October 10, 2000
I just received a substantial order from Jim Carters. Included were a
headliner, door panels and glove box. Am I full of bull or are these items
supposed to be so "cheesy?" Specifically, the glove box is full of visible
staples. The headliner and door panels have bent edges and creases from being
crammed into the shipping box. Has anyone else experienced this?
Thanks, Michael
'54 Chevy 3100 1/2 ton
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Response 1
I just sent back over $300 of stuff to Chevy of the 40's for the same reason
- CRAP! My best experience was with Jeff at BowTie Bits, he had everything
I wanted and it was in good condition. I needed a knee action shock and he
was the only one with a used one that worked for $10.00 the rebuilt ones
were in the $150 range.
Saying that I think that there is only one place they can source there stuff
from. However I needed rear bumper brackets and Jeff was the only one that
made there own since the others are too cheep for him to resell.
BowTie Bits Jeff A. McCoy 1 888 838 6887 he is in Witchita, KS. I was
looking for used parts at Carter's and they did not have them and they gave
me Jeff's name and number. I would strongly recommend him. In my last
order I saw a part $7.50 cheaper and he matched the price.
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Response 2
If you are unhappy with that order, don't order tubing from that company.
Mind came with an extra bend to fit it into the box, and instructions to
straighten it out in order to use it. I consider that a poor way of doing
business, considering how much these companies charge for shipping. Maybe
if I had been warned of this little trick I would be more accepting of it.
I also am not impressed with this garbage these vendors are trying to sell
to replace original equipment. I think the original equipment was much more
of a quality product, and I have started to look high and low for used
original equipment and NOS when I need parts.
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My E-Mail #2: Sent: October 30, 2000
A few weeks ago I wrote all of you about the poor care that was taken in
packing some items from Jim Carter's. Several of you confirmed that this too,
had happened to you. When I called Carters, I talked to a man named, Brent,
who was going to set up a UPS pick-up of my items and they would re-send with
more care taken in the packaging. Well, I've talked with Brent a couple of
times and after nearly 3 weeks, now, have had no UPS pick up. I called Brent
again this morning who offered NO APOLOGY only a "Hey, I've done what I can
over here." This sure got me charged so I'm asking if any of you know a more
senior level person including phone or e-mail so that I may pass on this
feedback. Thanks,
Michael '54 3100
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Response 1
Michael,
I'm sorry to hear about your trouble with Carters. That can be super
frustrating. You should ask for Kelly. He gives the discounts and handles
most of the Old Truck stuff and even frequents "The List".
You should be issued a pick up number for UPS pickup. Keep after it
until you get it resolved. I'm confident Kelly will get you taken care of.
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Response 2
Get a hold of Kelly at Truckexpert@aol.com . Kelly works at Carter and
is a member of this list and has been very helpful with my problems at
Carter.
oletrucks is devoted to Chevy and GM trucks built between 1941 and 1959
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