Customer Service Problems with Autopia-Carcare

C. Charles Hahn said:
The thing about towels in particular is that in a lot of cases, the same manufacturers/distributors provide private-labeled towels to many different resellers, with the main differences being size, color, and the style of edging around the MF fabric. And of course the price commanded by the particular reseller.

For example, I have several of the Meguiar's Water Magnet drying towels, and then bought some of the Cobra Guzzler drying towels since they were running a good sale. As best I can tell, the actual towel fabric is exactly the same; the difference is the Cobra towels are green with green edging instead of gold with black edging, and I got a couple that are larger, and one that is smaller than the Meg's towels.

So yeah, quality can vary widely but you can't always judge by the brand name on the towel what it's actually going to be. Kind of like how people assume Sam's Club towels are junk just because they're cheap, and I have never found that to be the case. I even use them on super-sensitive paints like BMW Jet Black and have never had a problem with marring. Technique is what counts.

Also, seeing as how you're a Zaino fan, I have to ask: ever try any Duragloss products? ;)
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Charlie,

Nope, no Duragloss products. But I'm always open to good products. Where did you pick them up?

Regards,

Dan.
 
BookemDano said:
Charlie,

Nope, no Duragloss products. But I'm always open to good products. Where did you pick them up?

Regards,

Dan.
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AG/ACC.... but that's beside the point. Zaino is another one of those "boutique" brands. No, they're not directly owned by some larger company, but many of the products are extremely similar to cheaper Duragloss alternatives, to the point that it seems more than a coincidence. Some glaring examples are Z10 = DG221 Leather Conditioner, Z16 = DG253...

Just keep in mind private labeling is prevalent in this industry on a lot of products.
 
mrclean81 said:
I've done business with both companies for a long time and have never had any problem what so ever. They do carry a few house brands, but make no mistake about it..those house brands can hold their own with the best of them. In fact, this is the first complaint I've ever heard on PBMA's customer service. It all comes down to personal preference on where you want to spend your money, but I can promise you that your not dealing with some shady fly-by-night company. I'm sure they will make it right with you.
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Mr Clean,

You're referring to them as if they are two separate companies. They aren't separate companies now. They are parts of of one company - a conglomerate. And my first experience with their customer service has not been good so far.

It's obvious that they are a big company. Who now owns a large percentage of the market. I wasn't aware of that until Charlie pointed that out to me. Since I've had a lot of business experience with conglomerates who achieve growth through acquisition, I tend to be skeptical when I encounter them. And especially when my first encounter is bad.

Companies of all sizes need to earn my business. I don't genuflect to big companies or look down on small companies. I like to give companies a neutral assessment when I first buy from them, and then see how their products and customer service pans out.

My first experience wth Zaino (a long time ago) and PakShak (yesterday) has been very positive. My first experience with PBMG has been negative. You've had good luck with them. I'm happy for you. That said, since you and other folks are fans of PBMG, I'll cut them some slack to see if your faith is real or misplaced. However, they have to prove themselves to me just like any other company.

Regards,

Dan.
 
Dan was joking with u b4 but after rereading you inital post, I would be upset also. Not like it was a $3 order. It is a big dollar order IMO and you were trying to add more to it. This thread is going off topic but reading your inital post there is no harm in posting the fact that you aren't happy. It is easy to sit here and judge........ but putting myself in your shoes, your inital post is perfectly understandable. While some may have had the best customer service ever, that's not your case. If I go somewhere to spend my hard earned money, I don't want to hear excuses... I want actions!

Jim
 
They will. That's all I'm gonna say bout that!

Seriously they are well known for their customer service and this is a rare occasion that someone has a problem that is not taken care of right away.
 
C. Charles Hahn said:
AG/ACC.... but that's beside the point. Zaino is another one of those "boutique" brands. No, they're not directly owned by some larger company, but many of the products are extremely similar to cheaper Duragloss alternatives, to the point that it seems more than a coincidence. Some glaring examples are Z10 = DG221 Leather Conditioner, Z16 = DG253...

Just keep in mind private labeling is prevalent in this industry on a lot of products.
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Charlie,

I bought Zaino years before I ever heard of Duragloss. Like I wrote in my post above, I don't care if the company is big or small. I just care about whether their products and customer service are good.

Over the 40+ years, I've used a bunch of detailing products that were all hype and no substance. "Miracle products" that were junk. "Easy On" that was anything but. "Awesome quality" that was neither. "It slices. It dices. Blah, blah, blah..." So I tend to be a cynic. My first question is always, "Wheeeere's the BEEF?!?" (Old TV ad.)

I use Zaino because it works and I like the looks. I think their product line is very confusing, but I know what I want. I use Z5 Pro + Z2 Pro because it gives me a great look. Z6 is a great QD. Z8 seems good, but I just started usig it; the jury is out. I'm a big fan of the Z7 car wash and use it as a clay lube. I've used several clays, but Zaino clay seems to be a good quality so I use that. I really like the look of the Z16 tire gloss. OTOH...

I much prefer Menzerna polishes. The Zaino leather products seem pretty good, but I use others too. I've tried Blackfire wheel and tire cleaner but don't think it's anything special. I like P21s whole lot more.

Frankly, I don't give a damn if everyone in the world likes a product. I'll try something if it comes highly recommended. But products (like companies) better perform. Life is is too short to waste running with the herd just because it's the herd. (Of course, most of the automobile "herd" doesn't even know what detailing means. So I guess this group is a small, fast, forward-thinking herd.)

Regards,

Dan.
 
This guy is right, customer service could be better. I had a problem with a woman cancelling an order 5 minutes after I got off the phone with her today. Then I called back an redid the order and got the wrong e-mail invoice. I tried calling back multiple times and no one would answer. Someone else finally picked up and fixed everything.

I'll still buy from autopia but I pray to god I never have to deal with anyone over the phone again...
 
Dr Oldz said:
Dan was joking with u b4 but after rereading you inital post, I would be upset also. Not like it was a $3 order. It is a big dollar order IMO and you were trying to add more to it. This thread is going off topic but reading your inital post there is no harm in posting the fact that you aren't happy. It is easy to sit here and judge........ but putting myself in your shoes, your inital post is perfectly understandable. While some may have had the best customer service ever, that's not your case. If I go somewhere to spend my hard earned money, I don't want to hear excuses... I want actions!

Jim
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Jim,

A good point that I forgot to mention. I'm not talking aboout a $10 order.

The first order for the Flex, pads, and towels was $515. I'm trying to add $150 to that. Total will be about $665 of my hard-earned long green. For that size order I expect decent customer service.

OTOH, I spent $116 with PakShak and $94 at Zaino. From them, I got great customer service.

Thanks for bringing this up.

Regards,

Dan.
 
BookemDano said:
Mr Clean,

You're referring to them as if they are two separate companies. They aren't separate companies now. They are parts of of one company - a conglomerate. And my first experience with their customer service has not been good so far.

It's obvious that they are a big company. Who now owns a large percentage of the market. I wasn't aware of that until Charlie pointed that out to me. Since I've had a lot of business experience with conglomerates who achieve growth through acquisition, I tend to be skeptical when I encounter them. And especially when my first encounter is bad.

Companies of all sizes need to earn my business. I don't genuflect to big companies or look down on small companies. I like to give companies a neutral assessment when I first buy from them, and then see how their products and customer service pans out.

My first experience wth Zaino (a long time ago) and PakShak (yesterday) has been very positive. My first experience with PBMG has been negative. You've had good luck with them. I'm happy for you. That said, since you and other folks are fans of PBMG, I'll cut them some slack to see if your faith is real or misplaced. However, they have to prove themselves to me just like any other company.

Regards,

Dan.
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I've been aware of it from day one so your not informing me of anything. I was just giving you my opinion and interest in your situation, both of which are fading fast. Good luck :bigups
 
mrclean81 said:
I've been aware of it from day one so your not informing me of anything. I was just giving you my opinion and interest in your situation, both of which are fading fast. Good luck :bigups
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My apologies if I've offended. I do appreciate your feedback.

Unfortunately, unlike you, I was completely unaware that I was dealing with one company until a couple of hours ago.

Thanks and regards,

Dan.
 
EDIT:

Never mind. Was going to get in on it, changed my mind. I will just say I am happy with the service.
 
Not long ago I had a package not arrive when expected. I sent an email with some concern because Fed-Ex site did not show it was picked up. Package arrive the next day and was delivered to neighbor. Didn't think anything of it and place another order shortly after that. When a box arrived at my door I thought it was my recent order. Turned out to be a duplicate.

Agreed that a simple response could have saved the hassle of packing and shipping the order again and return shipping, but that experience tells me they make it right in the long run, even if they don't tell you so ahead of time. I'm sure it is tough to respond to every email with random questions. If it doesn't show up with your order, just let them know. I'm sure they'll get it out to you ASAP without charging the shipping.
 
BookemDano said:
Interesting point of view. I put in my Zaino order and PakShak order AFTER my ACC order. Zaino shipped my order earlier today and Ranney Pak (PakShak) answered within 5 hours of my email to him (her?) about status of my order.

I'm VERY satisfied with Zaino and PakShak customer service. Give me a little customer service and I'm very happy. So obviously you're talking about someone else. Too bad the facts don't support your opinion.

Did YOU get up on the wrong side of the bed? Maybe that was what Dr Oldz was picking up. Hmmm?

Dan.
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Since he posted PRIOR to my post it should be obvious even to you who it was directed at. People make mistakes.....the fact that you brought your crying towel here instead of calling the source directly on Monday morning says it all. Some would rather whine and stomp their feet as opposed to getting the matter settled promptly. I hope the outcome is positive for you.
 
RTexasF said:
Since he posted PRIOR to my post it should be obvious even to you who it was directed at. People make mistakes.....the fact that you brought your crying towel here instead of calling the source directly on Monday morning says it all. Some would rather whine and stomp their feet as opposed to getting the matter settled promptly. I hope the outcome is positive for you.
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If you had bothered to read my first post prior to attacking me, you would have seen that I called and left messages, and emailed MUTIPLE times on Monday before posting here. Some people (like you) would rather attack someone with stupid comments rather than check the facts and try to resolve a problem.

Do you have anything SUBSTANTIVE to add to the conversation?

Dan.
 
Let's follow the forum rules guys. Insulting forum members will not be tolerated, period. This is for everybody and the only general warning I will post to this thread.
 
First, thanks to several of the folks here who provided help and feedback. I very much appreciate it.

Second, this morning I received two emails from ACC customer service apologizing for the confusion and not getting back to me. The order is now correct. While I'm still uncomfortable with the situation, it's resolved for now.

Edit: I just received a call from Nicole at ACC to ensure that all was well.

Finally, to ensure that I'm not attacked by some people , I've used a little known feature of the vBulletin forum software called the "Ignore List" to ignore one poster who likes to attack people.

If you have problems with some posters (maybe even me), you can use the Ignore List by going to: "User CP --> Edit Ignore List" and add their user name.

Regards,

Dan.
 
issue resolved

let's get back to detailing

it's kinda sad that this thread has had the most activity on the forum over the last 24hrs
doncha think?
 
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