Parts Ordering, New Members Please Read.

[jimbyjimb]

The following is a copy of an email conversation between myself and Rockauto.com, the large online parts dealer. Let this be a warning to those who might do business with vendors that are less than professional and a testament to NICO sponsers that are both competent and gracious.

Me to Rockauto:I recieved 8 part # 143 158-0370 injector O-ring kit and they are the wrong set for my 92 Q45. The lower insulator is much too small and looks to be designed for a completely different intake runner and fuel rail. Later model year I assume. I would like to return the parts for a refund as I am pressed for time and have ordered the correct part from the dealership. Thanks.

Rockauto to me:Dear Jim,

Thank you for contacting RockAuto in regards to your order.

I sent you an email with instructions on how and where to ship the O-ringsback to us for credit. I am sorry to hear that they did not work for yourvehicle. Please ship the parts back with a method that uses some sort oftracking. You can enter the tracking number on the link mentioned in yourreturn email, or call or email us with the tracking number.

If you have any further questions please feel free to contact us.

Thank you,

GeorgeRockAuto Customer Service

phone: (608) 661-1376fax: (608) 836-5694toll-free: 1-866-ROCKAUTO (1-866-762-5288)

Me to Rockauto:Thanks. I will also be returning the incorrect PCV valve I recieved as well.

Rockauto to me:Hello,

The PCV Valve's value is under $2 in value, and would be returning to adifferent warehouse location then the knock sensor. This really would not becost effective to return, but we could still provide return info if you wish.

Thank you,

Jeff

My final email to Rockauto:I think this has been an excellent learning experience in that I should deal with local parts experts, or competent dealer parts professionals as I am not the one who ordered the wrong parts. The error on both counts is rockauto's and rockauto's alone. I feel that your last response is a truly negative refelction on rockauto's business policies as you are basically saying you wil not accept full responsibilty for your mistake. If this is the kind of customer service I can expect to recieve from rockauto then I will be satisfied to never do business with your site again for myself or anyone else, nor will I ever refer your site to any other mechanics or shops I deal with regularly as this is a horrible display of sub-standard business practice. I do not feel it is unreasonable to ask a company that made a mistake to make good, and were I the one who made the mistake I would be happy to eat the cost. Your telling me to keep a part I did not order and is not even close to being correct for my vehicle as it is "cost ineffective" is simply demeaning and unbelievable. I should expect rockauto to not only grant a full refeund but also cover the costs of return shipping. Since this is clearly not what is going to happen I would prefer to eat the costs of your screw up than do any return business with your company. Screw ups happen but the mistake maker should be expected to make good. Good day.

Will they make good, probably not. This is my second transaction with Rockauto. My two biggest suppliers are my local CarQuest, of whom the staff I know by name and is a great company to do business with and has quality products. My OEM supplier is Joe, or Infiniti of Scottsdale, and does a great business and makes full amends when they make a mistake. I have done over 1200$ business with Joe in a years time and have been nothing but completely satisfied. I have been doing business with my local CQ for ten years and am also completely satisfied. Let this serve as a lesson to not only myself, but others. Thanks for reading and I hope this was useful to the members.

Edit: Note to moderator: Made a slight spelling error on title, "Memebers" rather than "Members." If this could be corrected I would greatly appreciate it. I hate feeling like an idiot. Thanks much.
Modified by jimbyjimb at 12:48 PM 4/11/2009

[qship96]

Why it is always easier and sometimes cheaper to always stick with OEM parts, especially for the Q, as it sold in low numbers and few aftermarket parts exist.

[maxnix]

In Joe we trust

http://www.infinitipartsusa.com

[Q451990]

Don't forget your "buyer protection" clause on your credit card if you don't get your refund. And if they happened to display their shipping account number on the box that came to you, sometimes you can return it "bill to sender"

I buy pretty much everything except fluids and minor things from IOS and have been since the late 1990s... they are first class all the way!

Heath

[elwesso]

In Joe we trust

http://www.infinitipartsusa.com

Indeed!! Actually the official liason is Justin, since Joe was promoted to parts manager or something, he doesnt do orders anymore.

[qship96]

Joe actually called ME the other day and took my order for a turbine sensor, rear main and tailshaft seals, and a few exhaust gaskets!!!!!

Was nice to talk with him, even though it cost me money!!!!

[maxnix]

Indeed!! Actually the official liaison is Justin, since Joe was promoted to parts manager or something, he doesn't do orders anymore.

Any of Joe's disciple's is an adequate source of information. Justin and Dan know their stuff.