Parts Catalog Accessories Catalog How To Articles Tech Forums
Call Pelican Parts at 888-280-7799
Shopping Cart Cart | Project List | Order Status | Help




Go Back   PeachParts Mercedes-Benz Forum > General Discussions > Off-Topic Discussion

Reply
 
LinkBack Thread Tools Display Modes
  #1  
Old 05-28-2009, 08:29 AM
Kuan's Avatar
unband
 
Join Date: Jan 2001
Location: At the Birkebeiner
Posts: 3,811
Lame methods of doing business

So I get this Axiom bicycle rack. One of the parts that shipped with the rack is wrong. I called the company and they said I had to go to a dealer and make a claim through them. It's a $0.50 part. I asked them to just put it in an envelope and mail it. Dangit they can't. Policy they say. Now this doesn't make sense to me. It'll take them 5 minutes to fix a problem and now they want me to drive 10 miles, have the dealer assess the problem, file paperwork, all for a cheap piece of aluminum?
__________________
You don't need a weatherman to know which way the wind blows - Robert A. Zimmerman
Reply With Quote
  #2  
Old 05-28-2009, 08:58 AM
Dee8go's Avatar
Senor User
 
Join Date: Apr 2006
Location: Arlington, VA
Posts: 7,190
Well, I'm sold. Where can I buy one of those?
__________________
" The market, like the Lord, helps those who help themselves. But, unlike the Lord, the market does not forgive those who know not what they do."- Warren Buffett

OBK #55

1998 Lincoln Continental - Sold
Max 1984 300TD 285,000 miles - Sold
The Dee8gonator 1987 560SEC 196,000 miles - Sold
Orgasmatron - 2006 CLS500 25,000 miles
2002 C320 Wagon 113,000 miles
Reply With Quote
  #3  
Old 05-28-2009, 09:11 AM
SwampYankee's Avatar
New England Hick
 
Join Date: Sep 2006
Location: CT
Posts: 1,501
Quote:
Originally Posted by Kuan View Post
So I get this Axiom bicycle rack. One of the parts that shipped with the rack is wrong. I called the company and they said I had to go to a dealer and make a claim through them. It's a $0.50 part. I asked them to just put it in an envelope and mail it. Dangit they can't. Policy they say. Now this doesn't make sense to me. It'll take them 5 minutes to fix a problem and now they want me to drive 10 miles, have the dealer assess the problem, file paperwork, all for a cheap piece of aluminum?
That is a bit ridicuous. Is it something the dealer can just put in an envelope and mail? I've done that on occasion just as a courtesy to keep the customer from waiting another 2-3 days for the parts to come from the manufacturer.
__________________

1980 300TD-China Blue/Blue MBTex-2nd Owner, 107K (Alt Blau) OBK #15
'06 Chevy Tahoe Z71 (for the wife & 4 kids, current mule) '03 Honda Odyssey (son #1's ride, reluctantly) '99 GMC Suburban (255K+ miles, semi-retired mule) 21' SeaRay Seville (summer escape pod)
Reply With Quote
  #4  
Old 05-28-2009, 09:18 AM
Registered User
 
Join Date: Jan 2006
Posts: 101
Quote:
Originally Posted by Kuan View Post
So I get this Axiom bicycle rack. One of the parts that shipped with the rack is wrong. I called the company and they said I had to go to a dealer and make a claim through them. It's a $0.50 part. I asked them to just put it in an envelope and mail it. Dangit they can't. Policy they say. Now this doesn't make sense to me. It'll take them 5 minutes to fix a problem and now they want me to drive 10 miles, have the dealer assess the problem, file paperwork, all for a cheap piece of aluminum?
So much for buying only finer, well made things in your old age....

I bought a large surface mounted Kohler glass medicine cabinet two years ago, and one of the hinges broke a month ago (exploded, actually). After a month of my wife of my wife telling me to go get a new one (b/c I had to remove the door with only one hinge), I noticed there was an orange sheet of paper on top of the cabinet, I had left there when I installed the thing. It had a 24 hour 800 # on it to call if there were missing parts. I laughed, but called anyway. The girl that answered apologized profusely, said they had updated that design and sent me two new hinges within four days--no shipping, totally gratis.
Reply With Quote
  #5  
Old 05-28-2009, 09:19 AM
Registered User
 
Join Date: Jan 2006
Posts: 101
Oh, did the same thing with my 20+ yo Benjamin air rifle when I lost the windage screw for the front site--Crossman ( a successor in interest even) sent me a new screw for free.
Reply With Quote
  #6  
Old 05-28-2009, 09:25 AM
mgburg's Avatar
"Illegal" 3rd Dist. Rep.
 
Join Date: May 2006
Location: Onalaska, WI.
Posts: 221
Quote:
Originally Posted by Kuan View Post
So I get this Axiom bicycle rack. One of the parts that shipped with the rack is wrong. I called the company and they said I had to go to a dealer and make a claim through them. It's a $0.50 part. I asked them to just put it in an envelope and mail it. Dangit they can't. Policy they say. Now this doesn't make sense to me. It'll take them 5 minutes to fix a problem and now they want me to drive 10 miles, have the dealer assess the problem, file paperwork, all for a cheap piece of aluminum?
Sorry Kuan...when I run into CSRidiots like that, I always ask to speak to their supervisors...nicely...I always have to remember THEY are doing EXACTLY what they've been allowed to do...nothing more and nothing less...

HOWEVER...

The stupervisor is a different matter...

I'd mention to them that it's a $0.50 part and it would cost me, as the CUSTOMER, about 2 gallons of gas and 2 hours of my time (besides this phone call) to handle this when it was really a problem from the factory's standpoint...and then the clincher...if they really want me to do their job that they failed to do the first time, I'll not only go to the dealer, I'll return the product all together and get my money back and purchase the same style item, but this time from some other company that doesn't have such a customer-gets-a-free-kick-in-the-nads type of policy for fixing problems. (Not necessarily in those words, but I sympathize for you on this...obviously!)

Usually, when you run into people like that, and you remind them how they're treating you in a very unfriendly way and that you just might return their product all togeter, they'll see the light...

BTW, when you called, did you get the name of the person you called?

I find that when I call a company, I'll say, "Hi! My name is Mark. Who am I speaking to?" All most every time, I get a name...once or twice I've gotten the "my CSR # is XXX..." but usually, I'll use that for a while and eventually, I'll get the person's real name (or it could be their screen name) and then you have some leverage...I also note the date and time of the call and if I get transferred or put on hold, I note the times involved (like how many times I get transferred, how long listening to the music, etc....). Any details of those phone calls have proven more helpful than some of the folks you're talking to...once they realize you have some way/method of tracking them (and their attitudes, if they give it to you!), those calls usually become more civil and you sometimes get what you need the first time.

Good luck getting your part...I hope you reach some sort of solution before you lose hope in the product...
__________________
.

.
M. G. Burg
'10 - Dakota SXT - Daily Ride / ≈ 172.5K
.'76 - 450SLC - 107.024.12 / < .89.20 K
..'77 - 280E - 123.033.12 / > 128.20 K
...'67 - El Camino - 283ci / > 207.00 K
....'75 - Yamaha - 650XS / < 21.00 K
.....'87 - G20 Sportvan / > 206.00 K
......'85 - 4WINNS 160 I.O. / 140hp
.......'74 - Honda CT70 / Real 125

.
ďI didnít really say everything I said.Ē
. . . . . . . . . . . . . . . . . . ~ Yogi Berra ~
Reply With Quote
  #7  
Old 05-28-2009, 09:36 AM
cscmc1's Avatar
Registered User
 
Join Date: Dec 2001
Location: Central IL
Posts: 2,782
Thule was good to me when I lost a small shim for my roof rack -- called 'em up, and they agreed to send me the $.20 part in an envelope with just a standard stamp (a detour from their usual policy of UPS shipping with a min. $6 charge). Common sense saves the day. I'd second the call to contact a supervisor, and if you don't get anywhere, return it and buy another model. I might go so far as to write a letter to the powers-that-be at Axiom and detail your experience.
__________________
1992 300D 2.5T
1980 Euro 300D (sadly, sold)
1998 Jetta TDI, 132K "Rudy"
1974 Triumph TR6
1999 Saab 9-5 wagon (wife's)
Reply With Quote
  #8  
Old 05-28-2009, 10:12 AM
Registered User
 
Join Date: Jan 2006
Posts: 101
Quote:
Originally Posted by cscmc1 View Post
Thule was good to me when I lost a small shim for my roof rack -- called 'em up, and they agreed to send me the $.20 part in an envelope with just a standard stamp (a detour from their usual policy of UPS shipping with a min. $6 charge). Common sense saves the day. I'd second the call to contact a supervisor, and if you don't get anywhere, return it and buy another model. I might go so far as to write a letter to the powers-that-be at Axiom and detail your experience.
Come to think of it, I sold a car a few years back with the Thule's (and bike tray, mast cradle and board bones!) on it and had long since lost the keys to the locks. The dad of the kid that bought it called me a few weeks later and gave me a # to call and some ID # off the racks, and I called and after confirming my identity, sent me two new keys, gratis. I remember the surf shop was insistent that I fill out the registration card for the racks in the store and they would send it in for me--good thing!
Reply With Quote
  #9  
Old 05-28-2009, 10:17 AM
TheDon's Avatar
Open Discussion Moderator
 
Join Date: Oct 2005
Posts: 13,212
I had a penguin aquarium filter and the impeller broke from about 5 months of having sucked up sand from the bottom of the tank. I called the company up to order a new one ($30 impeller.. gah) and the guy on the phone said he had one sitting on his desk he'll send to me for no charge... Sweet!
Reply With Quote
  #10  
Old 05-28-2009, 10:32 AM
Registered User
 
Join Date: Jan 2002
Posts: 18,355
Quote:
Originally Posted by John Doe View Post
Come to think of it, I sold a car a few years back with the Thule's (and bike tray, mast cradle and board bones!) on it and had long since lost the keys to the locks. The dad of the kid that bought it called me a few weeks later and gave me a # to call and some ID # off the racks, and I called and after confirming my identity, sent me two new keys, gratis. I remember the surf shop was insistent that I fill out the registration card for the racks in the store and they would send it in for me--good thing!
Thule will sell a new key for $5 to anyone who gives them the lock number which is plainly visible on the tumbler. So much for security. Yakima does the same thing. I've bought a number of used racks and gotten keys that way.
__________________
1977 300d 70k--sold 08
1985 300TD 185k+
1984 307d 126k--sold 8/03
1985 409d 65k--sold 06
1984 300SD 315k--daughter's car
1979 300SD 122k--sold 2/11
1999 Fuso FG Expedition Camper
1993 GMC Sierra 6.5 TD 4x4
1982 Bluebird Wanderlodge CAT 3208--Sold 2/13
Reply With Quote
  #11  
Old 05-28-2009, 10:33 AM
sunedog's Avatar
Registered User
 
Join Date: Nov 2003
Location: White Rock, SC
Posts: 206
In the past, I've quoted some statistics to make a case to an uncooperative business. "Studies show an extremely satisfied customer tells 8 people of his good experience and an extremely unsatisfied customer tells 28 people of his bad experience. Well I'm the kind of person that tells 128 people." (Don't quote me on the numbers. I can't remember where they come from.)

I'm currently preparing for a professional certification in my field -- Certified Supply Chain Professional. A key foundation of the field is CRM (customer relationship management). Leading companies recognize the power of forums like this one to effectively proliferate both good and bad customer experiences.

If I were looking for a bike rack, I would steer away from Axiom simply based on your experience.
__________________


Behind every great man is a great woman. Behind every great woman is a great behind.
Reply With Quote
  #12  
Old 05-28-2009, 10:36 AM
Registered User
 
Join Date: Jan 2002
Posts: 18,355
Don't know if it will work, but you could try calling them back and telling them you have a policy too. If you buy something on a credit card and it doesn't work, you'll cancel the charge on the credit card and they can come pick up the merchandise. Ask them if avoiding that hassle is worth $.50 to them.
__________________
1977 300d 70k--sold 08
1985 300TD 185k+
1984 307d 126k--sold 8/03
1985 409d 65k--sold 06
1984 300SD 315k--daughter's car
1979 300SD 122k--sold 2/11
1999 Fuso FG Expedition Camper
1993 GMC Sierra 6.5 TD 4x4
1982 Bluebird Wanderlodge CAT 3208--Sold 2/13
Reply With Quote
  #13  
Old 05-28-2009, 11:35 AM
link's Avatar
Registered User
 
Join Date: Jun 2008
Posts: 835
> So I get this Axiom bicycle rack. One of the parts that shipped with the rack is wrong. I called the company and they said I had to go to a dealer and make a claim through them. It's a $0.50 part. I asked them to just put it in an envelope and mail it. Dangit they can't. Policy they say. Now this doesn't make sense to me. It'll take them 5 minutes to fix a problem and now they want me to drive 10 miles, have the dealer assess the problem, file paperwork, all for a cheap piece of aluminum?

As others have implied, donít be a floor mat for these people. You owe them nothing. Donít take no for an answer. Dispute the charge, slander them on other boards, write your local newspaper and consumer protection agencies, write the attorney generalís office Ė they exist to go after companies such as this.

The issue is not $.50 the issue is selling a defective product and then deflecting responsibility for it.

Don't be a loser.
Reply With Quote
  #14  
Old 05-28-2009, 09:11 PM
123c's Avatar
Registered User
 
Join Date: Oct 2007
Location: Douglas County
Posts: 3
I hate being in retail for this exact reason, some vendors like dealing directly with the customers, some don't .

I remember having many problems with Oakley in the past, I stopped buying their products. I now buy discounted Smith Sunglasses every few years...
__________________
1999 Toyota Corolla VE (Mine)
2006 Honda Odyssey (Wife's)
1979 300CD (sold)
Reply With Quote
  #15  
Old 05-28-2009, 09:40 PM
Fold on dotted line
 
Join Date: Aug 2007
Location: SE Mich
Posts: 3,093
Quote:
Originally Posted by sunedog View Post
In the past, I've quoted some statistics to make a case to an uncooperative business. "Studies show an extremely satisfied customer tells 8 people of his good experience and an extremely unsatisfied customer tells 28 people of his bad experience. Well I'm the kind of person that tells 128 people." (Don't quote me on the numbers. I can't remember where they come from.)

I'm currently preparing for a professional certification in my field -- Certified Supply Chain Professional. A key foundation of the field is CRM (customer relationship management). Leading companies recognize the power of forums like this one to effectively proliferate both good and bad customer experiences.

If I were looking for a bike rack, I would steer away from Axiom simply based on your experience.
Call them up, then tell them you are sending everything back and calling the credit card company. Then do that. Also tell them that you are putting them on Angie's list as a BAD company to do business with.

Now that Angie's List is with Google, like Craig's list, some companies fear this.

Or, you can do like some people and make a little video about how you got screwed and put it on YouTube. I guarantee you that after 300,000 people see it, they will be sending you all kinds of stuff.
__________________
Strelnik
Invest in America: Buy a Congressman!

1950 170SD
1951 Citroen 11BN
1953 Citroen 11BNF limo
1953 220a project
1959 180D
1960 190D
1960 Borgward Isabella TS 2dr
1983 240D daily driver
1983 380SL
1990 350SDL daily driver alt
3 x Citroen DS21M, down from 5
3 x Citroen 2CV, down from 6
Reply With Quote
Reply

Bookmarks

Thread Tools
Display Modes

Posting Rules
You may not post new threads
You may not post replies
You may not post attachments
You may not edit your posts

BB code is On
Smilies are On
[IMG] code is On
HTML code is On
Trackbacks are On
Pingbacks are On
Refbacks are On




All times are GMT -4. The time now is 06:26 AM.


Powered by vBulletin® Version 3.8.7
Copyright ©2000 - 2019, vBulletin Solutions, Inc.
Search Engine Optimization by vBSEO 3.6.0
Copyright 2018 Pelican Parts, LLC - Posts may be archived for display on the Peach Parts or Pelican Parts Website -    DMCA Registered Agent Contact Page