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  #1  
Old 12-20-2012, 11:07 PM
ashedd's Avatar
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Join Date: Aug 2008
Location: Seattle
Posts: 1,790
Someone should have called

So I paid for next day shipping, since I'm stranded without a car... and it really looks like I'm not going to get my order next day. Instead it will be Monday.

Why didn't customer service call me to inform me of the issue?

I knew I should have bought someplace else, it was a gut feeling.
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  #2  
Old 12-21-2012, 10:14 AM
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Quote:
Originally Posted by ashedd View Post
So I paid for next day shipping, since I'm stranded without a car... and it really looks like I'm not going to get my order next day. Instead it will be Monday.

Why didn't customer service call me to inform me of the issue?

I knew I should have bought someplace else, it was a gut feeling.

where did you buy?
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  #3  
Old 12-21-2012, 10:27 AM
ashedd's Avatar
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No other than Pelican Parts

First time I've tried to buy something since the take over. Still no response from them.. It will cost me $100 more to cancel the order and get it locally from napa.
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  #4  
Old 12-23-2012, 01:23 AM
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Location: Metro Detroit, Michigan
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Ouch

Quote:
Originally Posted by ashedd View Post
No other than Pelican Parts

First time I've tried to buy something since the take over. Still no response from them.. It will cost me $100 more to cancel the order and get it locally from napa.
I wish you had called me.
What do you need, perhaps I have it on hand.
Call me Sunday.

.
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  #5  
Old 12-23-2012, 01:56 AM
Wayne 962's Avatar
CEO, Pelican Parts Inc.
 
Join Date: Sep 2011
Posts: 363
Hi there. Here's what happened. Since your order contained some comments at the bottom, they got forwarded to one of our salesreps for further review. I can't exactly figure out how the ball got dropped at this moment, but it would appear that the salesrep that this was assigned to didn't realize the order was in his queue for inspection until the next day. This queue system was rolled out last week, and I fear that some of our salesreps are still not entirely familiar with it. I have already sent an email out detailing how we need to have a single person in charge and responsible for making sure these express orders get processed and checked on a daily basis.

I see that you called in to find out what happened with your order, and we did ship it out Saturday deliver, and I also see that you received it today. I hope that helps to restore some faith in our systems - failures like these are typically pretty rare.

Thanks for your patience and continued support,

Wayne
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  #6  
Old 01-12-2013, 05:39 PM
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Join Date: Dec 2005
Location: Los Angeles, CA
Posts: 234
I'm going to hold off on giving a review of Pelican Parts. So far I can say that it is a world apart from the service I used to get from Phil. The quality of the parts remains in question as well.

submitted an email ticket and didn't hear from anyone for days
finally i called and was told that someone would call me 'in 10 minutes'
then i received an email response
like they weren't going to answer my email unless I called?

still have an email pending waiting for a response
looking for alternate source for MB Parts.
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  #7  
Old 01-17-2013, 08:27 AM
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Join Date: Jul 2004
Location: NC
Posts: 1,140
Read my latest post about the parts culture

This never would have happened with Phil behind the desk. Unless I can deal with Roy directly, who seems to share the same philosophy as Phil did, then I have no reason to order from Pelican.

I'll be using Roy's direct number from now on, and not the main line.
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