Automotion Rant, Regarding Recent Purchase Options

[Kaduku]

Okay, I need to vent out regarding a recent purchase of a rear valance from Automotion (Ecklers).

It was cheaper than AA so I ordered one online on the 03/18/13. According to their website it was dropped ship from California. I am in California so I thought it would not take too long.

After a week I called Automotion, who told me it usually takes 10 days for oversize items, so I called them again after 10 days, and they said to give a little more time.

I called them on the 15th day, and they finally called the vendor and found out that the vendor failed to ship it. I received two calls from managers the next day, who assured me that they had straightened out the vendor and my item is enroute. I should get it by last Saturday no later than Monday.

Guess what still no package. I called today, and they checked the vendor and found out again that the item had not ship and they will ship it today (IMG:style_emoticons/default/WTF.gif)

On a separate matter, I also ordered one of those red heater knobs on the floor to replace my faded one. I returned that because it was colored more like a red grape. My old one looked better.

I am not telling you folks not to buy from them, but I will never buy from them again. (IMG:style_emoticons/default/bs.gif) (IMG:style_emoticons/default/bs.gif) (IMG:style_emoticons/default/bs.gif)

Sometimes paying more is better.

[Eric_Shea]

Many times your shipment might be a priority with the vendor but not so much with the company that's actually shipping the part.

Had that exact same thing happen this week. (IMG:style_emoticons/default/biggrin.gif)

Good customer cancelled an order as the vendor is having trouble getting the shipment together. (IMG:style_emoticons/default/wink.gif)

It happens.

That said; I just moved out of the corporate "Big fish eats all the little fish" world and so far, they have a 100% track record of killing off what they purchase. I was in management with Guitar Center until last November. I watched them purchase The Woodwind and The Brasswind, the worlds largest band and orchestral retailer... they killed it. Music & Arts? Dead. They purchased Harmony-Central... and killed it. They purchased Music123... and? Ready for it? They killed it. They are currently in the process of killing Musician's Friend as well. Bain Capital at work.

Companies are started by individuals with a passion, like Rob Eastman and Al Denardi of Musician's Friend. When they are sold off, the buyers simply have a passion for one thing... margin. While margin is good and can keep the lights on and the website humming, critical business decisions involving customer loyalty and competitive marketing are often tossed aside in the name of the holy mission - profit. I can tell you first hand, they may spends months or even years crafting a fancy mission statement but in those board meetings, the only thing they think about is comping to the previous year/quarter/month and... margin. I would bet my 401K that "None" of the top executives could even recite an "overview" of their companies mission statement. Every CEO out there should spend a mandatory minimum 1-week on the phones or on the assembly line.

So... Automotion swallows Performance Products. Eckler swallows Automotion. Big call centers answer the phones and you need to figure out which CV you need for your mid-year 1975 911. Good luck (to all parties involved).

Whew... that was a load to get off my chest! (IMG:style_emoticons/default/biggrin.gif)

The good thing is; those giants are DYING a FAST death. No? Best Buy? Staples and Office Max merger as they both flail while treading water? Guitar Center? read this: "All of them are getting their @$$'s handed to them by some guy on eBay or Amazon who can not only beat their price but kick the living crap out of their service." The Mom and Pop's are back! CARma.

Almost forgot: FDLFBFG

[old dog]

Many times your shipment might be a priority with the vendor but not so much with the company that's actually shipping the part.

Had that exact same thing happen this week. (IMG:style_emoticons/default/biggrin.gif)

Good customer cancelled an order as the vendor is having trouble getting the shipment together. (IMG:style_emoticons/default/wink.gif)

It happens.

That said; I just moved out of the corporate "Big fish eats all the little fish" world and so far, they have a 100% track record of killing off what they purchase. I was in management with Guitar Center until last November. I watched them purchase The Woodwind and The Brasswind, the worlds largest band and orchestral retailer... they killed it. Music & Arts? Dead. They purchased Harmony-Central... and killed it. They purchased Music123... and? Ready for it? They killed it. They are currently in the process of killing Musician's Friend as well. Bain Capital at work.

Companies are started by individuals with a passion, like Rob Eastman and Al Denardi of Musician's Friend. When they are sold off, the buyers simply have a passion for one thing... margin. While margin is good and can keep the lights on and the website humming, critical business decisions involving customer loyalty and competitive marketing are often tossed aside in the name of the holy mission - profit. I can tell you first hand, they may spends months or even years crafting a fancy mission statement but in those board meetings, the only thing they think about is comping to the previous year/quarter/month and... margin. I would bet my 401K that "None" of the top executives could even recite an "overview" of their companies mission statement. Every CEO out there should spend a mandatory minimum 1-week on the phones or on the assembly line.

So... Automotion swallows Performance Products. Eckler swallows Automotion. Big call centers answer the phones and you need to figure out which CV you need for your mid-year 1975 911. Good luck (to all parties involved).

Whew... that was a load to get off my chest! (IMG:style_emoticons/default/biggrin.gif)

The good thing is; those giants are DYING a FAST death. No? Best Buy? Staples and Office Max merger as they both flail while treading water? Guitar Center? read this: "All of them are getting their @$$'s handed to them by some guy on eBay or Amazon who can not only beat their price but kick the living crap out of their service." The Mom and Pop's are back! CARma.

Almost forgot: FDLFBFG

Feels good doesn't it ? I look forward to meeting you some day and your understanding of customer service has given you a loyal following. Maybe there is hope for all of us yet !