Is IOS usually slow?

[Drake57]

I entered an order for parts including a chain guide one friday, received 4 correct parts and one wrong guide one week later, then entered yet another order for correct guide immediately, now the part is not expected until Monday another 10 days later, which seems slow.

On the bright side this is a project car, not what I depend on for transportation. Perhaps I'll get it running sometime before the end of the year.

[96Qowner]

IOS is typically at the top of the spectrum when it comes to personal service.

Of course, when you go through the web site, you lose some of that. Never be afraid to pick up the phone and talk to them personally. I'm guessing they had to order your part, and are at the mercy of that delivery schedule.

[maxnix]

Sometimes they will hold a shipment until it is complete. If you don't want that, another reason to call.

[Drake57]

I've called them 6 times in the last few weeks, I'm waiting on the chain guide at this point

[96Qowner]

Ouch! But no, in our experience, that's unusual.

[oldmako]

Hate to say it, but my service has been less than stellar from them. BUT, I understand that humans are employed there and will continue to use them when possible. The price break and expertise are worth it.

But, when my ride broke down last week I would have purchased the part locally had it been available. By using IOS I am losing one to two weeks awaiting parts. I am on the road a lot, and if the bits show a week after order, and I don't get home for another week I am hosed. But, if I pay a premium at my local scheister dealer, at least I am motoring in style today and not in my truck.

I like to order stuff in advance for routine maint so I can avoid the delay and get the discount, but when it's broke...it's broke and I want it fixed now. F'-in car has me spoiled now!

[NightRiderQ45]

Hate to say it, but my service has been less than stellar from them. BUT, I understand that humans are employed there and will continue to use them when possible. The price break and expertise are worth it.

But, when my ride broke down last week I would have purchased the part locally had it been available. By using IOS I am losing one to two weeks awaiting parts. I am on the road a lot, and if the bits show a week after order, and I don't get home for another week I am hosed. But, if I pay a premium at my local scheister dealer, at least I am motoring in style today and not in my truck.

I like to order stuff in advance for routine maint so I can avoid the delay and get the discount, but when it's broke...it's broke and I want it fixed now. F'-in car has me spoiled now!

Finally someone who tells it like it is. I haven't had good service from them once! They always send me the wrong parts or they leave out parts in my order which had me waiting extra days for the correct part. That's what happened with my VC job. They sent me two passenger valve cover gaskets. They eventually mailed me the correct one, but I haven't made time to fix the driver's side now.

[maxnix]

Ouch! But no, in our experience, that's unusual.

They ship a few hundred thousand dollars worth of parts per month. Joe has made about 3 mistakes with me in $10K of parts. He always makes it right.

[oldmako]

Not to pile on to this thread (and I really DO appreciate the parts discount!), but they d!ck up my latest order as well. The box just arrived this morning and I am missing a spark plug, a cabin air filter and a set of rear brake pads.

So as not to end on a sour note, they did send my coil and engine air filter!Two out of five ain't bad!
Modified by oldmako at 9:23 AM 12/5/2008

[maxnix]

Are you sure the ret is not being drop shipped?

[oldmako]

Well, after speaking with them on the phone and being told that the parts were in stock I was under the impression that there would be just one shipment.....silly assumption on my part I suppose. My invoice only shows two items, those which I received.

The part of our conversation in which we spoke of the other three items may have been intercepted by G-Men working for the Dept of Homeland Security, by aliens, those in the black helicopters or maybe even Jackie Treehorn himself. I dunno.

During the call, I was doing the math in my head (hard to believe I know) and the amount of money I spent certainly added up to more than the two parts I just received. If they were coming in a separate box, a note indicating such would have been a welcome addition. And since I will now end up paying shipping and handling twice.....well it just sucks eh? Makes the differential in buying from my local guy seem not so significant.

Had they NOT sent the coil, I might have gone postal or had to sacrifice some small defenseless animal in an act of twisted retribution and juvenile retaliation. But since the part I REALLY wanted now was the coil, I am somewhat placated. I can get a new spark plug at Advance and have the mother back on the road this afternoon (hopefully). I will then take out my frustration on the the cars camshafts, pistons and connecting rods. Ain't cheap gas great??

[Drake57]

..., now the part is not expected until Monday another 10 days later, which seems slow.

Update - the chain guide did at last ship, now expected Wednesday 12 days after placing order, so how slow is that? "IOS slow"! Hmm. I wonder how slow the local $tealer is?

I only hope it's the correct guide this time.

[bullittandy]

Finally someone who tells it like it is. I haven't had good service from them once! They always send me the wrong parts or they leave out parts in my order which had me waiting extra days for the correct part. That's what happened with my VC job. They sent me two passenger valve cover gaskets. They eventually mailed me the correct one, but I haven't made time to fix the driver's side now.

X2, they have screwed up my last two orders and were not that bothered by it. One, they shipped to the wrong destination (who knows how?) and the other they did not include all correct parts (discovered after car was apart).

The only reason to use them is price IMO.

[NightRiderQ45]

X2, they have screwed up my last two orders and were not that bothered by it. One, they shipped to the wrong destination (who knows how?) and the other they did not include all correct parts (discovered after car was apart).

The only reason to use them is price IMO.

Hmmm....I guess since "Joe" isn't taking the orders anymore, the service has been downhill since. They have cheap prices, but that doesn't matter if you don't have the correct part after waiting for it to arrive.

[Drake57]

OK, latest entry in this sad saga: IOS sent *another* wrong chain guide.

These guys seem like prize fumblers, looking for a needle in a haystack, wearing gloves and blindfold. The counter man at the local dealer immediately identified the second wrong part as fitting a later series engine, just by looking at the part number.

Joe? Who's Joe? I've never talked with Joe, and I've called plenty of times. From my experience service from IOS is in the toilet.

Yes they agreed to refund me, and yes IOS prices are good, but I've been waiting for the same chain guide 3 solid weeks now and received the wrong part *twice*. Take my word, it's not worth the aggravation, I'm done with them.

Getting my car running this year is looking more and more remote.

[NightRiderQ45]

OK, latest entry in this sad saga: IOS sent *another* wrong chain guide.

These guys seem like prize fumblers, looking for a needle in a haystack, wearing gloves and blindfold. The counter man at the local dealer immediately identified the second wrong part as fitting a later series engine, just by looking at the part number.

Joe? Who's Joe? I've never talked with Joe, and I've called plenty of times. From my experience service from IOS is in the toilet.

Yes they agreed to refund me, and yes IOS prices are good, but I've been waiting for the same chain guide 3 solid weeks now and received the wrong part *twice*. Take my word, it's not worth the aggravation, I'm done with them.

Getting my car running this year is looking more and more remote.

I feel that everyone who had bad service with IOS should post. I'm sorry, but they are not the "chosen" parts store. If they give you bad service, please post! Maybe that way, Joe will log on here and see that his service dept. seems like untrained monkeys. I know for sure the service dept. has been horrible for atleast the past year....since I've been a member here.

I never spoke with Joe. I don't know who the guy is. I used to get this guy named Justin there all the time. My first order with them was completely wrong. I don't use IOS at all anymore.

[Haitian_King]

Finally someone who tells it like it is. I haven't had good service from them once! They always send me the wrong parts or they leave out parts in my order which had me waiting extra days for the correct part. That's what happened with my VC job. They sent me two passenger valve cover gaskets. They eventually mailed me the correct one, but I haven't made time to fix the driver's side now.

Idk. I ordered from them once for my chain guide job. I refused to let anyone take my order except for Joe. I had to keep calling back. The first guy I talked to didn't know a damn thing about the chain guide replacement package.

Everything came on time and I had all of the pieces. Plus an Infiniti cap.

[goody90q45]

I've had a few problems recently coinciding with not being able to place orders directly with Joe. The latest was trying to get the bulbs for the trip odometer display. I recieved the wrong bulbs twice and they gave up and sent me a refund check. I researched the P/N here on NICO and bought it at the local stealership for twice the price of IOS plus a gallon of $5 gas.

I've found that the best way to order from IOS is to supply them with the P/N of the items you need. It's a lot of work but you can find most all of them using the search button. Having owned a few Q's I find myself buying a lot of repeat parts and have a pretty large collection of parts reciepts to help me.

[jtesensky]

Gentlemen-

Believe it or not I really appreciate your feedback, good or bad. I am truly sorry for the troubles that you have had with your orders. If there is ANYTHING I can do to try and regain your business please let me know.

I have made some changes here. I have acquired some more support to help me with my managerial duties so I can better train and mentor some of the younger Guys in the Internet office. I have also made some changes to our Representatives’ compensation structure. I did this in hopes of creating better customer service and more quality interaction between “us” and the customer.

With the economy the way it has been over the past 6 months, it has become extremely difficult to maintain our business; therefore I have been more involved with things like local wholesale and our parts back counter. This of course is all in vein if it has helped lead to threads like this. I want you all to know that I am still available to help any of you with your parts needs. I am best reached by email at [email protected].

There is currently Justin McClanahan, Chris Friedenreich and Leon Vasquez working in the Internet office. They are all very well versed with all Infiniti and Nissan models. There may be times that the G50 Q throws them a curve ball due to the idiosyncrasies of that particular model, if this happens I have told the three of them to get me involved. I will also ask all of you to do the same. If there is an issue of wrong parts, long delays or any other customer service issues PLEASE LET ME KNOW. Like I said I answer ALL of my emails and voice mails, sometimes later than sooner, but you will hear back from me.

The one element I have to stress the most is our willingness to change. We are always trying to evolve our business and I am always open to suggestions and comments. Please feel free to contact me with any concerns, past, present or future.

I hold all of our customers near and dear to my heart, I still consider our Internet business as my “baby” around here; after all it was what helped me acquire my Management position. Most important to me are those who are members of the NICO family, since NICO has always been our foundation and biggest supporter.

Again, please let me know if there is anything I can do to repair the relationship you once had with us.

[Trumpkin]

I ordered plenum hoses last year and had a nice experience. I think I talked to Joe? The fact that he is concerned enough to post here shows me they care. I will continue to buy from them.

[qship96]

Same here, my biggest order was about 60-70 items, 5 page invoice loaded with little obscure hoses and stuff.....arrived exactly as ordered....took 2 of us to inventory contents of box to double check before heading to t3.
Modified by qship96 at 12:58 AM 1/21/2009

[maxnix]

So where are the other 7 dissatisfied customers to whom Andy referred?

No one's perfect, but Joe always steps up to remedy any situation. Hell, he even took back a Tokico from Wes that the "mechanic" had ruined by clamping the rod with pliers in a botched installation.

I just don't know what else anyone could want unless their diapers need changing, and that's just not Joe's problem.

[oldmako]

So where are the other 7 dissatisfied customers to whom Andy referred?

No one's perfect, but Joe always steps up to remedy any situation. Hell, he even took back a Tokico from Wes that the "mechanic" had ruined by clamping the rod with pliers in a botched installation.

I just don't know what else anyone could want unless their diapers need changing, and that's just not Joe's problem.

You're kidding right?

This thread is full of instances where people did not get what they paid for - it's as simple as that. Is that the way you run your business?

I applaud Joe for stepping up here and acknowledging that there may be some issues that require his attention AND I greatly appreciate his knowledge, assistance and the discount which we receive. I will continue to order parts from IOS.

But when I called and ordered "all the fan belts for my 99 Q45" I would have expected a dealership to have sent me four separate, correct belts. Instead I got a duplicate which I didn't need and one power steering pump while omitting the A/C belt. So in effect, I got two of the four belts I needed.

When I called back the response was amatuerish and ambivalent. I ended up going to Auto Zone to get the belts which were not included in the initial order.

Not to rehash the thread but since you asked two of my other orders were also incorrect.

"What else anyone could want", is simply to receive what they have ordered in a timely manner. You might want to check your own.


Modified by oldmako at 9:50 PM 1/20/2009

[sublime187]

i only had 1 experience with them and i had to call them after not receiving any info for awhile. they were like 'oh, yeah, we forgot about your order.'

[sublime187]

getting your air filter, bg44k, etc a week or 2 late after having to CALL and remind the dealership to remember to send it is like wearing someone else's two week old dirty tighty-whities. hey, 2 weeks late ain't so bad... members' standards vary.

[NightRiderQ45]

So where are the other 7 dissatisfied customers to whom Andy referred?

You are silly, very silly. I had bad issues with them. I'm glad that he did come on here and post since I wanted him to see that his dept. hasn't been doing their job. Your experience were good, mine and others were bad...so please don't try to speak for everyone like it's our fault that we received the wrong parts. I'm glad that he posted his contact info here so if I do need to order something through him, it will be only him because Justin completed my last order that was screwed up.

getting your air filter, bg44k, etc a week or 2 late after having to CALL and remind the dealership to remember to send it is like wearing someone else's two week old dirty tighty-whities. hey, 2 weeks late ain't so bad... members' standards vary.

or customer service standards vary.

[jimbyjimb]

That's a true professional response.

[bullittandy]

That's a true professional response.

X2, Joe, while you did not lose my business you just made me much more likely to order parts that I want versus need. That's good for you and for my car and thanks for the professional response above.

P.S. Don't hire Brian to work the phones.

[Drake57]

"What else anyone could want", is simply to receive what they have ordered in a timely manner. You might want to check your own.



Modified by oldmako at 9:50 PM 1/20/2009

Well said!

Update: My car is now running nicely, but not until 2009, with one chain guide from IOS, one from Infi of Austin. The IOS order person suggested that I buy locally after sending a second wrong guide. Good that Joe is working to improve, the price is nice.

[jtesensky]

Good that Joe is working to improve...

Yes, and I hope my changes make a good impression. Again, I can't stress enough that if any of you have issues or would just like to make suggestions PLEASE email me at [email protected]. I welcome the customer feedback and will try my best to use it as much as possible to keep improving!