How's this for customer service?

[Dingo55]

Was looking for an intercooler upgrade & asked a 4WD parts supplier this question:

Dear ******,
Hi, will this intercooler fit my 2006 GU 4.2TDi, it's an ST-L? Also, what brand is the intercooler, or the manufacturer please? Thank you.

and here's the answer I got:

Yes it will fit, as it is the same intercooler used on all the 4.2TDi across that era. We do not provide parts information, specifications or other details on our kits. Everyone wants to know what we are doing so they can copy the best kits available. Not suggesting this is your intention, but we have a strict rule of no product part information disclosure. Cheers. Chris

- ******

See pic of the intercooler I was asking about that they were advertising for $1145. Did a bit more research & found it's an ASE product which you can get direct from ASE for $950 including post.

But what kind of answer is 'everyone wants to know what we are doing so they can copy the best kits available'? Would have preferred an honest answer like 'it's an ASE kit that we on-sell with a $200 mark-up'.

my reply:

Dear ******,
Chris,What a disappointing & misleading reply. Why couldn't you simply say that it's an ASE intercooler that you on-sell with a mark up? Who do you think you are kidding with a reply like 'Everyone wants to know what we are doing so they can copy the best kits available'? Well you lost my desire to purchase anything from ******.


and the response was:

Thank you. I won't miss your attitude or your business. You assume far too much, and expect far too much. Where we source a range of parts from for our kits is our business. You assume our kits are all ASE. You are just upset I wont tell you everything we do so you can go down the road and try elsewhere. I'm not stupid mate. There are 100 customers to the odd one like you who actually appreciate what we do. I'll look after them thank you. Your are now blocked anyway.- ******


my reply:

Dear ******,Thanks for your very unsurprising reply. The only thing I assumed was you'd be honest, fair and provide good customer assistance.


and the response was:

Are you going to continue with messages about how I can run my business better to suit you, or are you ready to move on. You got your initial answer, it will fit. What you don't like is that I'm not going to tell you how to circumvent me because I know that's what you want to do. I can't be more honest than that, but it obviously stings when the truth of your reasons for enquiring hits home, and exposes your intentions as dishonest. Now lets move on, I have work to do with out offering life lessons to delinquents.- ******

my reply:

Dear ******,Your last response is very revealing but I consider it to be illogical, inaccurate, convoluted, offensive, and verging on being defamatory and slanderous. I will phone ****** tomorrow to speak with the owner. In the mean time, I have copied all of our correspondence for my solicitor to reveiw.

and the response was:

[B]Ha, you make me laugh. It sounds like you've been busy reading a Thesaurus, hence the delay in response, and the solicitor bit is even funnier. I'm not sure what you've been smoking buddy, but you should give it a rest. It's already depleted your IQ level below that of a common ****roach. Do you seriously think a silly Solicitor comment chucked in amongst your dribble is going to phase me one little bit. Move along mate and find someone else to talk to. But thanks for the humor in the meantime. And by the way, I am the owner you tool, so you get to speak with me tomorrow. I look forward to hearing from you just for the laugh.- ******

[NissanGQ4.2]

Hi mate,

Sorry to hear of your bad experience with the company that you have been dealing with, but I have removed said company name. Unfortunately Andy ( AB ) has had previous experiences of companies threatening legal action if there company name isn't removed from post that show there poor customer service skills.

As much I would love 2 name and shame these companies, We as a forum can't risk / afford threats of legal action.

Anyone that is interested in the said company PM Dingo55


Cheers

Todd

[nissannewby]

Thats odd as you have only asked for a brand or manufacturer then he goes and raves on about parts identificaton etc. Alls he really had to say was that is an ASE unit or tell you its one of theirs. I would possibly get on to ASE in regard to someone taking owner ship of their product etc.

[Dingo55]

Todd, no probs with the site's editing rules. Don't usually air dirty washing but in this case I wanted to share so anyone in the market for an i/c could see there are other options & to also show others what they might encounter with that trader.

cheers,

[NissanGQ4.2]

Todd, no probs with the site's editing rules. Don't usually air dirty washing but in this case I wanted to share so anyone in the market of an i/c could see there are other options & to also show others what they might encounter with that trader.

cheers,

Mate I would love 2 see a name and shame thread, but unfortunately the forum has been down this path before with a company threatening legal action for shaming them in a post if their name is not removed.

Cheers

Todd

[macca]

Thats odd as you have only asked for a brand or manufacturer then he goes and raves on about parts identificaton etc. Alls he really had to say was that is an ASE unit or tell you its one of theirs. I would possibly get on to ASE in regard to someone taking owner ship of their product etc.

This is very odd,

He only had to say...

That they use a well known branded intercooler with other components to make it fit, plus give awsome service such as delivery, technical support, instructions as to installation and product back up.

He could have easily talked himself "up" and you might have been happy to pay a little extra to install a mod on your 4B that fits and performs perfectly.

Instead he fed you a load of rubbish and hasn't liked it when you called him on it.

Dealing on the net is hard to "read" a customer, but, no matter how the person approaches a seller a response like this is plain foolish.

If we can compliment a business here we should be able to flame them without the administrators being caught up in any legal crap.

(Everyone wants to know what we are doing so they can copy the best kits available.)
ASE might not be happy that he is implying their product is his.

Thanks Dingo for your post. This is one way that these companies will lift their game.

Macca

Had a look at the web site the components supplied look the same, ASE probably dont have a trade price for resellers or he has put a mark up on that does not look good when comparing sites.

[Bigrig]

Todd, no probs with the site's editing rules. Don't usually air dirty washing but in this case I wanted to share so anyone in the market of an i/c could see there are other options & to also show others what they might encounter with that trader.

cheers,

I'm with you and Todd mate - as individuals we can pass on names between ourselves, but once in writing prior to any actual conviction as it were of an action, that business has the right under libel legislation (defamation through written words, pictures, etc) to take action to protect the interests of their business - this is law, and as such, enforced by the forum (I.e. it is not a forum rule, simply the forum being responsible in ensuring compliance to legislated acts and mitigating risk of it and/or any of it's members being sued - quite rightfully sued it should be noted).

Me?? Personally I love the fact that people can communicate with a wider audience these days on the internet and point out those less scrupulous businesses out there - firstly, it would see a rapid decline in rogues ripping people off, and secondly, it would see those good operators get the business they quite rightly should. But alas, we live in a ridiculously litigious world where maggots can exploit the system to protect their shonky ethics and practices - not what the law was meant for, but I bet there's more rogues using the system for protection than there is good people/businesses that it was meant to protect ...

Ahhh ... that's my Saturday Two Cents ... lmao

[Winnie]

I would definitely get onto ASE mate.
And I recommend people who are in the market for an IC to PM Dingo as to which company this is.

Tappa tappa

[Bigrig]

I'm with you and Todd mate - as individuals we can pass on names between ourselves, but once in writing prior to any actual conviction as it were of an action, that business has the right under libel legislation (defamation through written words, pictures, etc) to take action to protect the interests of their business - this is law, and as such, enforced by the forum (I.e. it is not a forum rule, simply the forum being responsible in ensuring compliance to legislated acts and mitigating risk of it and/or any of it's members being sued - quite rightfully sued it should be noted).

Me?? Personally I love the fact that people can communicate with a wider audience these days on the internet and point out those less scrupulous businesses out there - firstly, it would see a rapid decline in rogues ripping people off, and secondly, it would see those good operators get the business they quite rightly should. But alas, we live in a ridiculously litigious world where maggots can exploit the system to protect their shonky ethics and practices - not what the law was meant for, but I bet there's more rogues using the system for protection than there is good people/businesses that it was meant to protect ...

Ahhh ... that's my Saturday Two Cents ... lmao

I should note also, that this guy might in fact be a good operator and gets the opposite of what we're discussing here - he might get 20 information thieves ring him every week wanting to do their own thing, haggle him down, etc, etc ... there's plenty d1ckheads on the customer side of the equation also, and unfortunately some business's cant be blamed for becoming a little cynical ... Still no excuse as such, but something to be remembered when dealing with them ...

[Dingo55]

KRISTOFFA, yes I've drafted a letter to ASE & will get it off to them on Monday but just need to speak to the owner of this company this morning to confirm he is in fact is the author of the replies & not a disgruntled employee who's got access to his email.

cheers,