Follow up on Autogeek Order

baker

baker

New member
Couple of posts ago, I had placed an order with Autogeek for somw of their clearance items. Couple of days later they phoned to say they were waiting for 1 product before shipping out the order. A week and a half goes by when I get another call saying that 1 of the products was out of stock and could I make a substitution. While a bit preturbed, I chose another product, and posted here about my order problems. Same day as the post Jason from Autogeek called to see what the problem was. After explaining, he said they would substitute Wolkgang Swirl Remover 3.0 for the same discounted price as the previous version. That was ok by me as the new one had quite a price difference. April 21 the order finally shows, placed it on Mar.29. Opening the box was like Christmas, not only did I get the new wolfgang swirl remover, but also the new version of wolfgang finishing glaze and meguiars #21 2.0 sealant, I was expecting the old version. In another bag was a bottle of Giovanna tire gel and a bottle of Diamondite bug blocker. In the third bag was a beautiful T- shirt with a cool pic on back. Talk about turning a difficult sale into the opposite. I am completely please with the way this transaction turned out and the generousity of Autogeek is outstanding. They certainly went beyond the call of customer service on this one. Hats of to you Jason and Penny. My neighbors will thank you as I no longer have to detail topless.

On another note has anyone used this diamondite bug blocker before? I put it on the front of the bumper as instructed, is it supposed to be visible or did I put it on too thick. Is seems to be something you would use before a trip but maybe not all the time?
 
I'm glad that all turned out so well for you. I wonder if you would have gotten all that free stuff without this dirty laundry being hung out here.
 
Congrats. I'm waiting for my first A.G order. I placed it over the weekend or Friday night.. I can't recall.



Do they send confirmation of shipping?
 
Good to hear. In my latest order from them I got the wrong size pads sent to me, but they were very quick to respond to my email and take care of the problem. I've got a couple bottles of the Diamondite Bug Blocker but have yet to try it.
 
Mindflux said:
Congrats. I'm waiting for my first A.G order. I placed it over the weekend or Friday night.. I can't recall.



Do they send confirmation of shipping?
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I normally get a shipping confirmation email with UPS tracking the business day after placing my order. If you don't get one by the end of today I would send them an email.
 
So in other words Baker, you've been bribed.......

They failed to accomplish what they market. So they throw in complimentary items to appease you, in which turn you are suddenly transformed to a completely content customer, bound to shop with them again.
 
It's a shame that you are praising a company that took a bashing on the world's largest detailing forum to do anything and a bunch of freebies to make up for it.
 
I always approach threads like this with caution. Forums have made it so convenient for us to report on vendor relationships, but man...what a double-edged sword. Personally, and I'm not trying to preach here by any means, I prefer to speak out only after transactions...positive or negative....are 100% complete. In other words, if I have a beef, I think it's only fair for the vendor to deal with it, without the "aid" of airing dirty laundry. Honestly, that's never failed to work. And on more than one occasion it's been my issue that led to the confusion in the first place. :chuckle:



Since I'm on my soapbox, I'll continue. :) Not only are we (generally) far too quick to criticize, we're also occasionally guilty of tossing out unwarranted praise. "Hey, I bought some pads from this guy, and I got 'em in a week. With a UPS shipping notification. This guy is awesome!!!" Borrowing from Chris Rock....so what? You want a cookie? Dude took your money and delivered a product. Unless you're equally excited when the Domino's guy shows up on time with a pizza above room temperature, there's nothing exceptional here.



What is exceptional, and noteworthy, is when a vendor goes above and beyond an internet catalog and shopping cart. There are vendors - represented in this thread - who have well earned my business and any other I can throw in their direction...whether it be excellent advice, hustling to ship something not currently in stock, or working extra-hard to take care of a special order...this is the stuff that keeps me coming back.



Anyway...sorry for the tangent...as is often the case, it wasn't my original intent. :) I'm glad you got the problem squared away and that you're happy.
 
I've used AG a few times, spending WAY more money than I intended. They have good prices, and aside from their own line of products (which I've yet to be sold on), they carry most of the stuff I like to use. In my case, its about money and what I can save the dealership.



That said, I've had my share of problems when ordering as well. I've ordered three times total, always buying in bulk. The first order contained a new PC. When I received it, the head was completely loose and vibrated like I was creating an earthquake in my garage. Bad luck, I thought. I didnt contact them about it for 6 months because I found a used PC online so kind of forgot about the new, defective one. Three months later I made a big order, once again, this time including two UDM's. Low and behold one of the UDM's had a wiring problem. This time I contacted Dwayne at AG and told him about my problem with the PC and UDM. It was the weekend before detailfest and he went ahead and shipped out a replacement UDM and said I would have to take the PC to a local repair shop and it would be covered under the manufacturer warranty, which I understood because it took me forever to notify them about the PC problem. When I got it to the shop, they told me that sometimes Porter Cable wont warranty something if its purchased online so I went back and emailed Dwayne about it. He got back to me the next day, saying he would go ahead and ship out a replacement PC and he would send me UPS labels in order for me to return the two defective DA's.



So now I have two DA's that work and two that dont. I havent receiverd shipping labels for the two bad ones yet, and it wont hurt my feelings if they forget to send them. What I received for my troubles was two flat orange pads.



Its an odd way to do business, but I suppose it worked. Im not trying to sound too negative about AG because they did take care of the problem. I guess Im a big fan of going above and beyond when a customer has a problem, much less the same problem twice in a row. I do still plan on ordering from AG again, though. I will say that I'll experiment with others from now on (Danase, etc.) and like anything else, the best customer service wins.



Maybe its dirty laundry, but IMO Im just sharing my experience.



Thanks for letting me throw in my .02
 
a.k.a. Patrick said:
So in other words Baker, you've been bribed.......

They failed to accomplish what they market. So they throw in complimentary items to appease you, in which turn you are suddenly transformed to a completely content customer, bound to shop with them again.
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When you, Bob and Phil carry a line of detailing products that expansive nobody will post about AG.NET anymore. I'd buy from the "little guy" if they had what I wanted.



That being said there are special 'boutique' items that I can't get from AG that I can get from the 'little guys'. So there's a place for both.. however unfortunate that is for smaller businesses.
 
a.k.a. Patrick said:
So in other words Baker, you've been bribed.......

They failed to accomplish what they market. So they throw in complimentary items to appease you, in which turn you are suddenly transformed to a completely content customer, bound to shop with them again.
Click to expand...



If you accidentally forgot to send a MF towel to someone, you would have failed to fulfill that order. When you actually send the missing towel, you put an extra towel in the package ... that extra towel would be a bribe would it not?



FWIW, I haven't bought anything from you since.
 
budman3 said:
If you accidentally forgot to send a MF towel to someone, you would have failed to fulfill that order. When you actually send the missing towel, you put an extra towel in the package ... that extra towel would be a bribe would it not?



FWIW, I haven't bought anything from you since.
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It may be a bribe if it took three weeks for you to get your order, to shut you up over on autopia, and make a new post professing your newfound love of AG, lol.
 
budman3 said:
If you accidentally forgot to send a MF towel to someone, you would have failed to fulfill that order. When you actually send the missing towel, you put an extra towel in the package ... that extra towel would be a bribe would it not?



FWIW, I haven't bought anything from you since.
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Ouch.. :sosad
 
budman3 said:
If you accidentally forgot to send a MF towel to someone, you would have failed to fulfill that order. When you actually send the missing towel, you put an extra towel in the package ... that extra towel would be a bribe would it not?



FWIW, I haven't bought anything from you since.
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At least you'd get that extra towel in less than a week instead of a month, am I right? :laugh:
 
I find it interesting that other vendors feel the need to pile on here. I know my pencils all come with erasers, I suspect everyone's does.
 
GatorJ said:
I find it interesting that other vendors feel the need to pile on here. I know my pencils all come with erasers, I suspect everyone's does.
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I apologize. I'll just give my customers freebies and have them shill from now on. :doh
 
Denzil said:
At least you'd get that extra towel in less than a week instead of a month, am I right? :laugh:
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If you accidentally forgot to send a MF towel to someone, you would have failed to fulfill that order. When you actually send the missing towel, you put an extra towel in the package ... that extra towel would be a bribe would it not? FWIW, I haven't bought anything from you since.
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A $2.50 towel vs. about $50.00 worth of products? I dont try to buy my customers or BS my detail clients. Im content with my business practices and philosophy. If an added towel was accepted on your part as a potential bribe, you could always return it. It was a simple gesture for a transaction gone awry.

Theres a difference between good customer service, and exceeding expectations. My gesture obviously hasn't transformed you to a completely content customer, bound to shop with me again. You've made that obvious, and Im ok with that. The pleasure was mine to begin with.
 
Keep in mind that AutoGeek is run by larger staff while Patrick at Excel and Bob at Danase have smaller staff comparatively. Based on staffing numbers alone, how does AG have so many qualms? I just don't get how they could screw up so badly (proven by the many complaints in our forums and MANY other forums) and so often. Not only that but when they attempt to "rectify" the true problem, they'll shuffle other products that you DIDN'T order to keep you happy. While I commend their efforts, in the end, you still don't end up with what you initially ordered.



Some of you would actually understand this if you ran a business or two of your own...
 
many times when a company gets very large the right hand doesn't know what the left is doing, and lack of proper training to begin with helps to cause problems....I also wonder if having multiple people involved in a single order can cause problems...items getting left out/etc



patrick & bob no worries I haven't ordered from either of you, but I plan too in the near future! :)
 
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