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Unread 10-19-2011, 07:22 PM   #16
Matt_G
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I see your frustration about not getting it this weekend and I'm on your side that they could/should have cut you a break for being late with no notice. however, 2 days is pretty fast to get a part out the door and he did say that if you had called they would have been happy to get it figured out for you. in the end it can't be that big of a deal. we all new it would take 2X as long as you think, cost 3X as much and take up 4X as much space.... you don't even want to know what the 5X and 6X are... but it relates to money either way

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Unread 10-19-2011, 07:22 PM   #17
commadore64
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Oh yeah, and like Jim1611 said, you'll be pleased with the parts from Novak... shipping issues aside.
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Unread 10-19-2011, 07:28 PM   #18
turtlerace
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Quote:
Originally Posted by commadore64 View Post
Oh yeah, and like Jim1611 said, you'll be pleased with the parts from Novak... shipping issues aside.
I will only be happy if they install themselves!!!!

Nah, I was just really looking forward to knocking this out this weekend and being that last step closer to having it back on the road. I guess the attitude and lack of concern for my time and money caught me off-guard from both of the people I spoke to at Novak.
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Unread 10-19-2011, 07:30 PM   #19
razor2264
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I ordered a clifford intake and headers last year. It only took 4 months to get them and they sent me the wrong headers the first time.
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Unread 10-19-2011, 08:21 PM   #20
mopar346
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I ordered from Novak and things went great and I have recommended them. That being said, stuff happens, but there is no excuse for indifference. I train customer service and in one study I quote, the number one reason people defect from doing business with a company in employee indifference, not price, not quality, not convenience, employee indifference. All in the customer service industry should fully understand this. I feel comfortable in saying your level of frustration would not be as high if you felt the person on the other end of the phone actually cared.
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Unread 10-20-2011, 04:26 AM   #21
molsenice
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The USPO Lost a package I shipped and insured for 2 months, It was an igniter from Petronix, and it was an exchange for the correct one. when it showed up I thought it was the original lost package - and was heading to UPS to resend it when I realized I was holding the self addressed stamped envelope I had sent with the return. - after 2 months I had my part.

Don't get me started on the fiasco with Smittybuilt and their order / shipping, It boils down to business. To stay competitive it boils down to volume and cost. Most customers are supplied fine and the few - you, me in my case feel unjust in our treatment.

It took a few moments to realize the company did not pick my name out of all the orders to mess with - it just didn't flow through the system the way anyone wanted.

When I think of all the parts I have purchased in my 2 builds just 2 screw ups come to mind - the post office and smithy built. that would be 99.99999% or more delivery on time - issue free

Pretty amazing when you think - did I really just order a Headlight switch BRAND NEW for a jeep that is 39 years old - and I have to wait 3 days to get it shipped from Buffalo to Glens Falls? (only 300 miles), But NAPA has it and I have had more delays than an airport with my build

Good Luck
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Unread 10-20-2011, 07:15 AM   #22
RobsCrawlin7
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Quote:
Originally Posted by yamaguy01 View Post
I understand your pain but, I have had nothing but exceptional service Novak. Best of luck with your project though.
i ordered an np435 rebuild kit, and a np435/d300 adapter, and d300 twin sticks. got em within a reasonable time and it all went together nicely. my only complaint is that they use jap bearings...i was expecting timkens.
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Unread 10-20-2011, 09:19 AM   #23
PavementPounder
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This is nothing compared to some of the horror stories about vendors.

Don't plan to assemble anything until you have what you need to assemble it in your hand.
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Unread 10-20-2011, 09:46 AM   #24
CoryA
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Quote:
Originally Posted by kickingprop
honestly...I think you are making a mountain out of a molehill on this one. two day delays while they hurry to make more parts to get them to you as quickly as possible doesnt seem like that big of a deal. Not after hearing the nightmares people have had with 4wd, Oconee, and other vendors who have taken months to get orders out.

I guarantee you that the customer service you get from AA would be far worse...
I agree with kickingprop pretty much exactly what I was thinking I know it's frustrating waiting for parts but doesn't get too much better than Novak

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Unread 10-20-2011, 10:11 AM   #25
colojeepguy
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Originally Posted by PavementPounder View Post
Don't plan to assemble anything until you have what you need to assemble it in your hand.
Words of wisdom!
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Unread 10-20-2011, 10:50 AM   #26
Balvar24
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Quote:
Originally Posted by turtlerace View Post
You have convinced me!
Did you call, or order online?

If I needed it on such and such day, I would call and get confirmation that I would have it. Otherwise, I would have been prepared to be dissapointed.

Plan for the worst. Hope for the best.
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Unread 10-20-2011, 12:46 PM   #27
JrTjK
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At my work, if you call and speak to a sales person, you get results faster...where as if an order is placed online, it goes to the warehouse where a picker gets the ticket and there are many factors that can influence when it's actually picked/packaged/shipped. It depends on how busy they are, if a kit needs to be assembled, if something wasn't fully received yet and says it's in stock when they're not...it can be frustrating, but that's the parts business.

If I ever am relying something arriving by a specific time within a week or so, I call to confirm just in case there is no curveball situation.

Best of luck with the install when you receive the parts!
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Unread 10-20-2011, 08:20 PM   #28
turtlerace
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Quote:
Originally Posted by mopar346 View Post
I ordered from Novak and things went great and I have recommended them. That being said, stuff happens, but there is no excuse for indifference. I train customer service and in one study I quote, the number one reason people defect from doing business with a company in employee indifference, not price, not quality, not convenience, employee indifference. All in the customer service industry should fully understand this. I feel comfortable in saying your level of frustration would not be as high if you felt the person on the other end of the phone actually cared.
THIS^^^^^

When did it become acceptable to be disappointed? If we all have had the same issues with multiple suppliers, why not start rewarding the ones who go the extra mile with our sales? You know, show some actual appreciation for those who get it done and hold the ones who don't accountable?
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Unread 10-20-2011, 10:45 PM   #29
addicted2dunes
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I don't know about you guys but almost every distributor has had a problem with somebody. There would not be a single distributor that has pleased every single person.

Also, look at the economy, it's taking a ****, most distributors are stocking as much anymore because it's too much of an overhead cost.
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