Autogeek Delay - Page 2

paul34 · 01-01-07, 04:43

Quote:

Originally Posted by Setec Astronomy

Growing pains are fine, but they need to say when you call "we are not able to keep up with our usual prompt shipment due to high order volume thanks to great customers like you, please be patient and your order will be filled shortly" not "I'll check into that" and never get back to you.

I agree with you there. The first time I called Meghan directly. The second time, I just e-mailed.

Nothing happened for 2-3 days, and then suddenly I got a shipping confirmation e-mail. There wasn't a "free" anything, but at least my order came intact. So, once I got my order, it was probably about 1 1/2- 2 weeks after I actually placed it. Keep in mind that their physical location is a few hours drive from me.

I guess they are too busy to even respond to e-mails

I'd rather give AG the benefit of the doubt, although it seems a lot of people are not being served well.

Mikeyc · 01-01-07, 06:25

Quote:

Originally Posted by paul34

I agree with you there. The first time I called Meghan directly. The second time, I just e-mailed.

Nothing happened for 2-3 days, and then suddenly I got a shipping confirmation e-mail. There wasn't a "free" anything, but at least my order came intact. So, once I got my order, it was probably about 1 1/2- 2 weeks after I actually placed it. Keep in mind that their physical location is a few hours drive from me.

I guess they are too busy to even respond to e-mails

I'd rather give AG the benefit of the doubt, although it seems a lot of people are not being served well.

I have heard a lot of people complain in the past about slow email response times from Autogeek. I definitely think that's a weak point for them. Personally, I have never gone that route which is probably why I have a more positive outlook on their customer service. Whenever I have a problem I always call them or PM Meghan through their forums. I always get a response the same day. Between junk mail filters and other electronic gremlins I just don't trust email if I want something to get done.

BlackElantraGT · 01-01-07, 06:54

Quote:

Originally Posted by Mikeyc

Personally, I think it's a bit unrealistic to expect smaller operations (which are typical of all detailing web stores) to call you when something you've ordered is OOS. It would certainly entail a great deal of time expense for the company. Diverting manpower from other duties to contact people about OOS issues would only cause longer shipping delays.

I'm not asking them to bend over backwards for me and wow me with world class customer service, but I believe there is a standard that has to be met, be it if it's a one-man operation or a multi-billion dollar corporation.

Rick @ ADS is a very good example if you're looking for outstanding customer service. His company is probably much smaller than Autogeek. I've ordered from him in the past and when an item wasn't in stock, he emailed me the same day I placed the order (Friday) and told me he would be getting a new shipment on Mon, which was when he would ship it out. He followed through and stuck with his word.

I'm not expecting a phone call, but being that they are a web business, it doesn't take that much time to notify a customer via email that something isn't in stock. That's just part of customer service.

Since I waited a couple of days after I placed the order to email them, and they took another couple of days to respond, I wonder if they would have even notified me at all that SUPPOSEDLY one of the item wasn't in stock? I'm sure the busy holiday backup probably has part to do with all of this, but that's no excuse. Again, all I really want is for them to just acknowledge something or let me know what's going on. It's been a week since I've placed my order and I haven't received a single word about what they're going to do.

Setec Astronomy · 01-01-07, 07:42

Quote:

Originally Posted by Mikeyc

Personally, I think it's a bit unrealistic to expect smaller operations (which are typical of all detailing web stores)...

Quote:

Originally Posted by BlackElantraGT

I'm not asking them to bend over backwards for me and wow me with world class customer service, but I believe there is a standard that has to be met, be it if it's a one-man operation or a multi-billion dollar corporation.

Rick @ ADS is a very good example if you're looking for outstanding customer service. His company is probably much smaller than Autogeek....

Let's not get fooled into thinking all detailing web stores are small operations. There are members who live near the new Griot's fufullment center, and I remember David B saying that when he developed the Sonus Green clay he bought 20 or 30,000 bars. These are large operations. There are a number of stores that are a part-time business(Excel and Danase, for example) that have bend-over-backwards customer service. I have had consistently good service from ACC and CMA, as opposed to the hit-or-miss with AG. I'll give them the benefit of the doubt it's from outgrowing their space, planning for a new one, moving into temporary quarters, etc.

Mikeyc · 01-01-07, 08:13

Quote:

Originally Posted by BlackElantraGT

I'm not expecting a phone call, but being that they are a web business, it doesn't take that much time to notify a customer via email that something isn't in stock. That's just part of customer service.

I couldn't agree more . . . it doesn't take much time to email one person to let them know an item is out of stock. Just to play "devil's advocate" a bit I would imagine more than one person ordered that item that day and they may have been out of stock on more than just that item. Who knows how many OOS emails that would have required. Maybe there were 100 orders that day that had an OOS item or maybe there were more or maybe there were less. I couldn't say as I don't hang out in their wharehouse.

Quote:

Originally Posted by Setec Astronomy

Let's not get fooled into thinking all detailing web stores are small operations. There are members who live near the new Griot's fufullment center, and I remember David B saying that when he developed the Sonus Green clay he bought 20 or 30,000 bars. These are large operations. There are a number of stores that are a part-time business(Excel and Danase, for example) that have bend-over-backwards customer service. I have had consistently good service from ACC and CMA, as opposed to the hit-or-miss with AG. I'll give them the benefit of the doubt it's from outgrowing their space, planning for a new one, moving into temporary quarters, etc.

Small is a relative term. I worked for several years at a company that employed 30,000 people. So, a company that employs less than 100 people from my perspective is small.

Again, I can only relay my personal experience with Autogeek. They have always responded to my inquiries quickly and on the sole occasion when I had a problem with my order they quickly made it right and made it up to me. Lately, their shipping has taken an extra day but I find it completely reasonable to have a one day shipping delay during the busiest shopping time of the year.

Setec Astronomy · 01-01-07, 08:23

Quote:

Originally Posted by Mikeyc

Small is a relative term. I worked for several years at a company that employed 30,000 people. So, a company that employs less than 100 people from my perspective is small.

I hear ya...sorry.

silk · 01-01-07, 08:35

I just placed a decent sized order from Auto Geek. They screw it up, delay, etc.. it's the last.
There are many vendors on here who are customer-friendly, and deserve my business. I try to spread it around. Most of the products are priced pretty close. Customer Service is what keeps them coming back.

Setec Astronomy · 01-01-07, 08:44

Quote:

Originally Posted by silk

I just placed a decent sized order from Auto Geek. They screw it up, delay, etc.. it's the last.
There are many vendors on here who are customer-friendly, and deserve my business. I try to spread it around. Most of the products are priced pretty close. Customer Service is what keeps them coming back.

Yeah, except AG has an incredible array of products.

paul34 · 01-01-07, 09:11

Quote:

Originally Posted by Setec Astronomy

Yeah, except AG has an incredible array of products.

yup, and that's exactly the thing that keeps me coming back. I can't justify buying one or two items from another store and then spend another $8-10 on shipping when I can just buy it all at one place (AG) and pay less shipping. Sometimes I'll be looking forward to buying something from another store that others praise, but then I realize they don't have a few items I was looking to get.

Yea, I just hope they get more personnel soon and maybe some new automated software/systems which can streamline their warehouse and order fulfillment. I don't know their situation so I can't really comment anymore on that area.

Mikeyc · 01-01-07, 09:55

Quote:

Originally Posted by Setec Astronomy

Yeah, except AG has an incredible array of products.

They really do have one of the best selections on the internet. One or two more product lines and I could probably do all my shopping with them. Plus, if you work the sales right you can save a few bucks over other stores.

I have an order being delivered from Autogeek tomorrow. I'm hoping my streak continues and it is exactly as ordered.

SpoiledMan · 01-01-07, 10:10

Yeah, I bought gift certificates for 25% off and then used that discounted money to buy products at 20% off. Yeah, that works for me. I have never had a problem with an order from them.

BlackElantraGT · 01-01-07, 10:26

Quote:

Originally Posted by paul34

yup, and that's exactly the thing that keeps me coming back. I can't justify buying one or two items from another store and then spend another $8-10 on shipping when I can just buy it all at one place (AG) and pay less shipping. Sometimes I'll be looking forward to buying something from another store that others praise, but then I realize they don't have a few items I was looking to get.

Yea, I just hope they get more personnel soon and maybe some new automated software/systems which can streamline their warehouse and order fulfillment. I don't know their situation so I can't really comment anymore on that area.

exactly my feelings about autogeek.