Screwed by Performance Products

[RallyRebel]

Just thought I'd share a little "buyer beware" story that just cost me about $100:

Performance Products recently ran a sale where if you purchased a new AC compressor they included a new drier and expansion valve at no charge. Okay, not such a bad deal to get everything at one place plus there were some other things they had good prices on that I wanted for a few of the diesels. The car needing the compressor in the new '78 and it had been converted to an r134a breathing Sandin rotoary. So the sale page on Performance Products site had three pictures, a Sanden, York and R4. I chose the Sanden and placed the order. So the Big Brown Truck comes and I go through the package and find not a Sanden that I ordered but a York. Well, I then tried to navigate Performance Products labrythine voice prompt system and after about five minutes ended up with a sales person. I asked for "customer service" and he explained they didn't really have a customer service department, even though there's a number on the invoice and pretty catalog, but that he could help me. So I explained the issue and he gave me an return number for the York to ship back, at my expense, and that a Sanden would be right out to me again at my shipping expense. Well, it showed up yesterday and turned out to be an R4. So, back through the voice prompt system (only two minutes this time until encountering a human) and again related my dilemma, this time to be informed they don't even carry Sanden compressors. But I got a return number to ship back the R4, of course at my expense.

So now I've got to wait for about $600 dollars to be credited to my card from these highly efficient and motivated individuals and eat the shipping charges both ways. Oh, and for the Sanden? Got a brand new one from eBay with a 1 year warranty for $125.

Learned my lesson!

[dmorrison]

If your paperwork shows that you selected a Sanden and they sent the wrong one, twice. Call them and demand a refund for the return charges. If they won't then contact your credit card company. These are false charges. Call the the CC company to get it started. But, by law, you have to do it IN WRITING.
You have a right to dispute invalid charges to your credit card.

Dave

[rs899]

I agree, if you really clearly ordered a Sanden, they have no right to substitute something that won't even FIT. It's not like they substituted a different brand of the proper oil filter or something that is equal or better than.

[willrev]

I was going to buy the parts from them. Glad I didnt.

Could you please share who you got the other compressor from? I need an R4 for my 300sd

Thanks.

[jrgslg]

I think there comes a point when the money we try to save is not worth the time we lose trying to do it.I have dealt with them before and not had any terrible dealings but I really appreciate being able to make one phone call to Phil,and if I leave a message he calls me back,imagine that.So I would rather stay with one source and get consistant service,just my two cents. Johnny

[RallyRebel]

Yeah, Phil here at FastLane has been great but you always look around for a good deal. Sometimes they just turn out to be far from what they seem. So I chalk this up as a learning experience and am glad for forums like this to save others the grief.

If your paperwork shows that you selected a Sanden and they sent the wrong one, twice. Call them and demand a refund for the return charges.

The issue is the first time I ordered online by clicking on the part pictured as a Sanden. What came was a York with the part number shown by the Sanden. They took that web page down by the time my order arrived, so basically my paperwork matches what I got. The next order was from calling "customer service" who said they'd send a Sanden, but the paperwork in that order just says "rotary compressor" which is what an R4 is also. Just not a Sanden like I kept paying for.

Could you please share who you got the other compressor from? I need an R4 for my 300sd

I looked at their auctions and they didn't have any R4 units. Here's a search link to eBay with a bunch, they're quite a bit less expensive than the Sanden SD508: http://search.ebay.com/search/search.dll?from=R40&satitle=r4+compressor

[Dee8go]

Originally Posted by dmorrison

If your paperwork shows that you selected a Sanden and they sent the wrong one, twice. Call them and demand a refund for the return charges. If they won't then contact your credit card company. These are false charges. Call the the CC company to get it started. But, by law, you have to do it IN WRITING.
You have a right to dispute invalid charges to your credit card.

Dave

Yeah, I find that when the company I'm dealing with is unresponsive either out of negligence or by design, calling the credit card company to dispute a charge generally cuts right through all the baloney.

Sometimes I believe these companies' internal processes are deliberately designed to wear down dissatisfied customers until they just give up and go away. Not a very good long-term business strategy, though.

Good luck.

[rrgrassi]

Originally Posted by willrev

Could you please share who you got the other compressor from? I need an R4 for my 300sd

I got my R4 at O'rielly's. $139.99, and in stock.

[Dave Horvath]

I have been dealing with Performance Products for more than 15 years and have allways been happy with them. They have great catalogs with very good parts breakdowns. I shop prices and parts with them and Phil.

[SD Blue]

Did you try to ask for a little higher up the "chain of command"?

Usually, that is all it takes. A lot of companys tend to take all manner of decision making away from most of their employees instead of taking the time to teach them how to make a good one. And most of the time, all it results in is frustrated customers.

Talk to a manager, who "can" make a decision, and usually all is resolved.

[RallyRebel]

I got both incorrect compressors shipped out via UPS Ground insured today to the tune of $46.80, so hopefully I'll get credited soon.

I've typically not had an issue with Performance Products before as they have really good prices on some things, like rack dampers. But this was just such an overpowering episode of "wrongness" that it'll be hard to deal with them again. Posting this type of info is very atypical for me, then again I've never been so put out. I almost went up the management chain but their hours are during my busiest at work, and the automated navigation system on their phones is what nixed any further thoughts of that idea.

I'll take my losses and drive the stress off in the MB cooled by a much better eBay product.

Oh, for those looking at R4 compressors most on eBay were between $65 and $99.

[Brian Carlton]

Originally Posted by Dee8go

Yeah, I find that when the company I'm dealing with is unresponsive either out of negligence or by design, calling the credit card company to dispute a charge generally cuts right through all the baloney.

The lack of customer service that is pervasive today will drive just about anyone off a cliff.

I'm done dealing with the general state of stupidity. They get one chance to make it right........then I'm done with them.

A call to the credit card company gets me an immediate credit in five minutes and the future "investigation" has never resulted in the loss of that original credit.

When you consider that their customer service response to the credit card company will be similar to your own experience, you realize that you'll win that credit every time.

So, don't get excited about poor service.........hang up on 'em and make the call to the CC company.

In fact, American Express has taken the approach to simply issue a permanent credit right on the phone for any amount less than $75.00?? They don't even bother to negotiate the issue with the vendor. Not worth their time or effort. How's that for satisfaction??

[R Leo]

Originally Posted by Brian Carlton

In fact, American Express has taken the approach to simply issue a permanent credit right on the phone for any amount less than $75.00?? They don't even bother to negotiate the issue with the vendor. Not worth their time or effort. How's that for satisfaction??

Great except that eventually we, the consumers, will pay for that 'easy way out' mentality.

[Brian Carlton]

Originally Posted by R Leo

Great except that eventually we, the consumers, will pay for that 'easy way out' mentality.

Well, I view it as a "card benefit". You know how A/E touts all their benefits over Visa........

Well, "not having to deal with the chimpanzees who work for customer service": PRICELESS

[R Leo]

Originally Posted by Brian Carlton

"not having to deal with the chimpanzees who work for customer service": PRICELESS

LOL!!