strange interaction with Suncoast Parts
#46
07-15-2012, 12:38 PM
Looks like this thread has taken a turn for the worse when Suncoast decided to ask the 'public' to be the judge.. Shows how well the jury system works.. Lol
Imo, Suncoast should have stayed out of this thread rather than getting involved in a debate over a forum since it appears most members are jumping on the OPs bandwagon.
I am with Dethman.. It is hard to be a vendor/seller these days.
On one hand, u have to competitive with ur pricing since customers can find ten other low prices with a click of a button on the net..
But u also have to give great customer service in order to retain the sale and earn future sales..
But how far can 'customer is always right' attitude go ? After all, Suncoast is not charging retail price.. So their profit margin can not be that high after overhead. It's much easier to bend over for a customer when u stick him for 100-200% mark-up beforehand. God I miss the 1970s when I paid full retail but I got great customer service instead
What is a good customer service anyway? Can u find me a wholesale company that will give free return even if I made the mistake ordering? Zappos? No. They used to be a wholesale shoes co.. But I don't buy from them since they raised their prices and became a dept store. But they do have a great customer service..
So does Nordstrom, where I pay retail to have sales people kiss my a$s. These days, I am lucky if I don't get charged the ridiculous re-stock fee when I buy on-line.
Please try buying from the 'other' part store in pacific north and see if they don't charge u for additional shipping if u ordered the wrong part..
u can give any excuse for the return since I am sure they've heard it all before.. I just wanna see how the other wholesaler handles it..
Since everyone seems to agree suncoast dropped the ball, I am sure I will get flamed for this.. But my fire suit is on.
Btw op I do understand u r frustrated since u ordered the 'correct' part and received the wrong part and did not deserve the additional charge.. Cest la vie
Imo, Suncoast should have stayed out of this thread rather than getting involved in a debate over a forum since it appears most members are jumping on the OPs bandwagon.
I am with Dethman.. It is hard to be a vendor/seller these days.
On one hand, u have to competitive with ur pricing since customers can find ten other low prices with a click of a button on the net..
But u also have to give great customer service in order to retain the sale and earn future sales..
But how far can 'customer is always right' attitude go ? After all, Suncoast is not charging retail price.. So their profit margin can not be that high after overhead. It's much easier to bend over for a customer when u stick him for 100-200% mark-up beforehand. God I miss the 1970s when I paid full retail but I got great customer service instead
What is a good customer service anyway? Can u find me a wholesale company that will give free return even if I made the mistake ordering? Zappos? No. They used to be a wholesale shoes co.. But I don't buy from them since they raised their prices and became a dept store. But they do have a great customer service..
So does Nordstrom, where I pay retail to have sales people kiss my a$s. These days, I am lucky if I don't get charged the ridiculous re-stock fee when I buy on-line. Please try buying from the 'other' part store in pacific north and see if they don't charge u for additional shipping if u ordered the wrong part..
u can give any excuse for the return since I am sure they've heard it all before.. I just wanna see how the other wholesaler handles it..Since everyone seems to agree suncoast dropped the ball, I am sure I will get flamed for this.. But my fire suit is on.
Btw op I do understand u r frustrated since u ordered the 'correct' part and received the wrong part and did not deserve the additional charge.. Cest la vie
Last edited by crazycarlitos; 07-15-2012 at 12:41 PM.
#48
07-15-2012, 01:05 PM
I'm on the OP's side, but you do make good points here.
Looks like this thread has taken a turn for the worse when Suncoast decided to ask the 'public' to be the judge.. Shows how well the jury system works.. Lol
Imo, Suncoast should have stayed out of this thread rather than getting involved in a debate over a forum since it appears most members are jumping on the OPs bandwagon.
I am with Dethman.. It is hard to be a vendor/seller these days.
On one hand, u have to competitive with ur pricing since customers can find ten other low prices with a click of a button on the net..
But u also have to give great customer service in order to retain the sale and earn future sales..
But how far can 'customer is always right' attitude go ? After all, Suncoast is not charging retail price.. So their profit margin can not be that high after overhead. It's much easier to bend over for a customer when u stick him for 100-200% mark-up beforehand. God I miss the 1970s when I paid full retail but I got great customer service instead
What is a good customer service anyway? Can u find me a wholesale company that will give free return even if I made the mistake ordering? Zappos? No. They used to be a wholesale shoes co.. But I don't buy from them since they raised their prices and became a dept store. But they do have a great customer service.. So does Nordstrom, where I pay retail to have sales people kiss my a$s. These days, I am lucky if I don't get charged the ridiculous re-stock fee when I buy on-line.
Please try buying from the 'other' part store in pacific north and see if they don't charge u for additional shipping if u ordered the wrong part.. u can give any excuse for the return since I am sure they've heard it all before.. I just wanna see how the other wholesaler handles it..
Since everyone seems to agree suncoast dropped the ball, I am sure I will get flamed for this.. But my fire suit is on.
Btw op I do understand u r frustrated since u ordered the 'correct' part and received the wrong part and did not deserve the additional charge.. Cest la vie
Imo, Suncoast should have stayed out of this thread rather than getting involved in a debate over a forum since it appears most members are jumping on the OPs bandwagon.
I am with Dethman.. It is hard to be a vendor/seller these days.
On one hand, u have to competitive with ur pricing since customers can find ten other low prices with a click of a button on the net..
But u also have to give great customer service in order to retain the sale and earn future sales..
But how far can 'customer is always right' attitude go ? After all, Suncoast is not charging retail price.. So their profit margin can not be that high after overhead. It's much easier to bend over for a customer when u stick him for 100-200% mark-up beforehand. God I miss the 1970s when I paid full retail but I got great customer service instead
What is a good customer service anyway? Can u find me a wholesale company that will give free return even if I made the mistake ordering? Zappos? No. They used to be a wholesale shoes co.. But I don't buy from them since they raised their prices and became a dept store. But they do have a great customer service..
So does Nordstrom, where I pay retail to have sales people kiss my a$s. These days, I am lucky if I don't get charged the ridiculous re-stock fee when I buy on-line. Please try buying from the 'other' part store in pacific north and see if they don't charge u for additional shipping if u ordered the wrong part..
u can give any excuse for the return since I am sure they've heard it all before.. I just wanna see how the other wholesaler handles it..Since everyone seems to agree suncoast dropped the ball, I am sure I will get flamed for this.. But my fire suit is on.
Btw op I do understand u r frustrated since u ordered the 'correct' part and received the wrong part and did not deserve the additional charge.. Cest la vie
#49
07-15-2012, 02:40 PM
i agree with many of the comments posted in this tread. Having a "vote" by 6speed members to determine the outcome of a $10 dollar refund is asinine. The damage done by this thread is 100x worse then refunding the $10 dollars, sending the member a free filter and committing him a "suncoast" buyer for life would have been my first order of business.
Op, i'll give you credit, i personally would have just called amex and let them handle this, i wouldn't have had the patience to go back and forth. Suggest upgrading your cc?
While i understand that your (suncoast) prices are heavily discounted, you're pleading your case to forum of 911 owners. Reputation counts for everything in this business. While $10 is insignificant in total, to anyone on this forum, it's the principal that counts. As many have mentioned, i'll start shopping around.
Side note: Amex would have just charged back the merchant after a 2 minute call to customer service. I've experienced bad customer service in the past, i let amex handle it. It really isn't worth the effort or "satisfaction" you'll gain battling the merchant. We're little guys, let your plastic do the talking for you, they have big guns!
Op, i'll give you credit, i personally would have just called amex and let them handle this, i wouldn't have had the patience to go back and forth. Suggest upgrading your cc?
While i understand that your (suncoast) prices are heavily discounted, you're pleading your case to forum of 911 owners. Reputation counts for everything in this business. While $10 is insignificant in total, to anyone on this forum, it's the principal that counts. As many have mentioned, i'll start shopping around.
Side note: Amex would have just charged back the merchant after a 2 minute call to customer service. I've experienced bad customer service in the past, i let amex handle it. It really isn't worth the effort or "satisfaction" you'll gain battling the merchant. We're little guys, let your plastic do the talking for you, they have big guns!
x2....
#50
07-15-2012, 06:50 PM
@ Suncoast...Whatever happened has already happened. But the biggest mistake would be for Suncoast to drag this out even further than necessary by asking the forum members to vote. I would venture to guess you do not have one unsatisfied customer now, you have a few more that are hesitant to do business with you in the future.
I fully understand Suncoast do not want to just bend over and fix every customer problem. But we're looking at a whole lot of grey instead of black and white here.
At the end of the day. You're a profit making enterprise that NEEDS customers. You had a good reputation, why blow it all up now?
I fully understand Suncoast do not want to just bend over and fix every customer problem. But we're looking at a whole lot of grey instead of black and white here.
At the end of the day. You're a profit making enterprise that NEEDS customers. You had a good reputation, why blow it all up now?
It's not a perfect world, and mistakes happen on both sides...I hope Suncoast and the OP can resolve this thing amicably on Monday when Suncoast reads how the forum has "voted". (Be careful what you wish for...)
In my business, I tell my team that customers aren't always right, but we have to make them FEEL they are right. I still deal with fubars on occasion, but it doesn't mean people have to walk away mad at each other.
#51
07-15-2012, 07:17 PM
well honestly I order from them one time before and the transaction went well, so maybe I got lucky , but anyway I will still shop wherever the item I want has the best price, whether its Zappos or Nordstorm...lmao!!!!
, but anyway I will still shop wherever the item I want has the best price, whether its Zappos or Nordstorm...lmao!!!!
#52
07-15-2012, 08:18 PM
Not only am I a Porsche enthusiast, I am also the owner of high-end retail clothing stores. Suncoast dropped the ball badly here. Period, end of story.
You should NEVER ever deal with a customer complaint on a forum like this one by taking a vote. That is something a 14 year old would do on Facebook. An immature 14 year old, at that.
And the fact it was over a $10 item makes the whole situation practically laughable. I mean, really? $10?? I feel like mailing the guy a $10 bill out of my wallet as an apology for retailers world-wide!
Just my 2 cents.
You should NEVER ever deal with a customer complaint on a forum like this one by taking a vote. That is something a 14 year old would do on Facebook. An immature 14 year old, at that.
And the fact it was over a $10 item makes the whole situation practically laughable. I mean, really? $10?? I feel like mailing the guy a $10 bill out of my wallet as an apology for retailers world-wide!
Just my 2 cents.
#53
07-16-2012, 04:31 AM
We reviewed the order, the website functioned properly and the wrong product was selected. The order confirmation reflected that too. You were very frustrated, and there were forum threats when we asked you to split reponsibility. That's our normal procedure for an incorrect purchase, we said we would exchange it and would pay to send the replacement. We don't have Zappos budget, we're wholesalers not retailers.
PS Porsche-> You mentioned the upsale thing, and that's a great point. But he told us that he didn't use the upsale thing, that he only shopped in the 997 category. I'll ask the group........should we ditch that automated upsale thing? Will folks add upsale things without reading a description? Most sites I've purchased from have these, and I never viewed it as a problem.
I'll ask for the forum members to be the judge and jury. You have both sides, you make the call! Suncoast Guilty? Vote now!
We're not making light of this situation, but we'd like the community feedback at this point. Have a great weekend folks, we will chat Monday.
PS Porsche-> You mentioned the upsale thing, and that's a great point. But he told us that he didn't use the upsale thing, that he only shopped in the 997 category. I'll ask the group........should we ditch that automated upsale thing? Will folks add upsale things without reading a description? Most sites I've purchased from have these, and I never viewed it as a problem.
I'll ask for the forum members to be the judge and jury. You have both sides, you make the call! Suncoast Guilty? Vote now!
We're not making light of this situation, but we'd like the community feedback at this point. Have a great weekend folks, we will chat Monday.
Ridiculous response........"Does he want to shoot for losing all the the business Johnny?"
Tom
#55
07-16-2012, 07:45 AM
The biggest problem with this thread for Suncoast is the Pacific dealer. I only ordered through Suncoast because I didn't know the other dealer existed. I'd advise Suncoast to PM a mod and have this thread deleted/removed. Longer this stays on top, the more customers they'll lose.
#57
07-16-2012, 09:30 AM
The biggest problem with this thread for Suncoast is the Pacific dealer. I only ordered through Suncoast because I didn't know the other dealer existed. I'd advise Suncoast to PM a mod and have this thread deleted/removed. Longer this stays on top, the more customers they'll lose.
#59
07-16-2012, 09:35 AM
#60
07-16-2012, 11:17 AM