Is it impossible to get good customer service experience anymore?
I am in the process of installing a lift in my 2008 JK. After shopping around for prics..etc I determined that I was going to order my tires and wheels from 4wheelparts.com. I placed an order on the web site and everything went smoothly. A few days later I receive a call from a customer service rep telling me my wheels are not in sock and it would be 4-6 weeks for them to come from the manufacturer. I had ordered 16X8 Procomp steel wheels in flat black. Unfortunatly I dont have the luckury of waiting that long so I switch to gloss black in order to get them quicker, although only two were in stock and another two had to be shipped in from elsewhere. At this point Im dissapointed but I dont hold them at fault (although it would be nice if they had a system that showed items being out of stock like some places do) before you place an order). While waiting for the wheels to make it to their location where they will be mounted and balanced and then shipped I went looking for a lift kit. I decide on the Teraflex 2.5 " coil lift. I went to 4wheelparts.com and added the lift to my cart and then went searching the site for an AEV procal which I could not find on their site for the life of me. So I swing over to Quadratec.com. There I find both lift and procal and place the order. Later that day went back to 4wheelparts.com to poke around and noticed that their lift offers free shipping and Quadratec was charging me almost $100. I called Quadratec to cancell the order before it shipped. The customer service rep that answered the phone would have been fired if I was his boss. The jabroni answered the call as if he was so bothered to answer the phone and was basically mumbling. He honestly sounded like he was recovering from a massive bender. I tell him I want to cancel my order and I go back and forth with him over the shipping difference and he finally cancels the order. I go back to 4wheelparts.com, place my order for the lift and figure I will order the procal later. This morning I go to check the status of the lift order (the tire/wheel order I placed 5 days earlier still has yet to ship) and the website has the description of my lift as HD Budget Boost even though the part # is the same as the Coil lift kit. I noticed the order has yet to ship so I wanted to call to make sure I receive the correct part. Call the number on the website at 9:06 EST on Monday morning and get a message that Customer Service is closed and to call back another day. The website says that the number is available M-F 8:00-9:00 PM EST. So I try again, 8 different times between 9:06 and 9:30. Finally I choose a different routing number in the system trying like hell to speak to a person. Finally get someone who answers and I start saying that I was trying to reach customer service and that....I am cut off in mid sentance and I hear my call get transferred. I listen to several recorded messages and someone in customer service answers. I tell her about the main line saying that they were closed and she just laughs. I describe to her my concern with making sure I am getting the right part and she says, yes you are getting the Teraflex suspension system and sometimes when the order hits our computers the description is shorter..blah blah. I explain to her I understand that but their is a 2.5" Budget Boost that is a completly different product and I just wanted to be sure and that the busget boost could also be called as she said a suspension system. She responds, yes you are getting the suspension system. I ask, the one that contains the coil springs? and she says yes but she sounded so unsure of her anser and as if she just wanted me to go away.
I have no idea what is going to arrive at my house. I was charged for the coil lift kit and I am going to be pissed if the Budget boost shows up. Ordering local doesn't seem to help me as last year I stopped into the local Tire Warehouse to order a set of 33" BFG Mud terrains. Went over the tire with the guy at least 5 times during the conversation. They had to be ordered and he would call me when they came in. a few days later I get the call and drive the hour to the store. They take in my Jeep and after waiting a bit they tell me it was all done. I look out in the lot and it had All terrains on it and not mud terrains. I wanted to flip out. I needed a sticker on the Jeep the next day and couldn't have the other tires put back on because they would have failed. I had no choice but to live with what I didn't want..
sorry for the rant, i would just do anything to for once have a great customer service experience when making a large $$$ purchase for my Jeeps.
2008 JK X 2 door, 1997 TJ