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By cbass139 - 16 Years Ago
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I had a bad experience with the Hoffman group, they sell many things under a lot of product names. I am going to post the letter I wrote to them and you all can take what you want from it. Maybe I expect too much from a company now adays.
I wanted to write to inform you of my displeasure with your companies customer service. I purchased seat belts from you over a month ago and part of my order was back ordered and I understand that this happens and did not have a problem with this. I waited a good while and then called to see if I could get some info on when to expect them and was told that they would be in the following Monday and they would be shipped out soon there after. I waited a week after the Monday that they were supposed to come in and called again and was told this time that you had implemented a new system and that some things had slipped through the cracks but my product would be processed that day and indeed I received a email that said it was processed. I waited another week and called again and was informed that the product was still on back order until Monday once again. I said this was getting ridiculous and I had already been told this before and explained all that had already occurred to a employee named James. He asked who I spoke to and I said I didn't know but it shouldn't matter, obviously you know that I am telling the truth because I have a email that was sent on the 3rd of Oct. and I know that you just got a new system (not the kind of info you could just guess). He said that there was nothing he could do but I would have to wait. I told him I didn't want to wait and would like to cancel my order, to which he said that it would go out on Monday and that was only 48 business hours. I told him that it was the point more than anything and that there was plenty of companies that sold these that would not give me the run around and I just wanted a refund. He said sorry I cant help you and hung up. I called back and spoke to Erik, who was a lot more polite, and had him refund my purchase. I do understand that things are on back order and new systems get implemented but that should not give your "customer service" (term loosely used) the right to give me the run around. On top of all of this they refunded my purchase amount but not my shipping, it was not a lot of money but once again it is the principle. I do not want anything from your company but I did want you to know that I will not be doing business with you ever again and will tell anybody that will listen to do the same. I am sure that a large company like yourself could care less but I have seen large companies go away because they had poor service commitments. I hope you can fix your problems and help others better than I was.
Regards,
Sebastian
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By 56 big window - 16 Years Ago
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One would think that in a weak economy customer service would be #1 . As you basically said poor service causes companies to go away. I think you got your point across... hope you get a response.
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By mr crow - 16 Years Ago
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I couldn't agree with you more. The aftermarket parts industry is a luxury business. No one NEEDS valve covers, molding clips, or seat belts. With the economy as it is, I would think people would realize that good service is something that you must give. Maybe someone is a buck or two cheaper, but what does it take to get the parts in your hand. I just left a job where they had a few just like you described. If fact, one of them was named James. I have always believed that the job is to take care of the customer. Mo matter WHAT it takes. They might be buying just an oil filter for a 48' Chevy this time, but the next time it could be a $500 intake and carb sale. take care of your customers and they will take care of you. Word gets around.
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By PWH42 - 16 Years Ago
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This kind of thing doesn't only happen with aftermarket people.I recently had an experience with the local Ford dealer that's a good example of horrible customer service.My pickup developed a shudder under load at highway speeds.The tech at our Ford dealer diagnosed a bad torque convetor.I was told they would replace it for around $850.00.I told them to go ahead.Next day they called and said the truck was ready and the bill was $812.00.When I went to pick it up,I was told the convertor did not fix the problem,that the entire transmission would have to be replaced at a cost of $2400.00,that I would not be given credit for the $812.00 I would have to pay immediately and I couldn't take the truck until that was paid.I paid for the unnecessary repair and left there and obviously won't go back.I've driven Fords exclusively since 1963 but the next vehicle I buy may well be something else,because of this dealer and the lack of reponse I've gotten from the customer service people at Ford Motor Co.Please excuse the long post,but I like to let people know that at least in my case FOMOCO does not bend over backwards to take care of customer complaints the way they always have in the past. Incidentally,I took the truck to a small local shop and for $700.00 they replaced the pump that was bad and the truck has been fine since.
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By aussiebill - 16 Years Ago
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And this is why Disgruntled postal workers go beserk with a gun! Boy i would still be fuming! especially being let down by ford as we knew it, regards bill.
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By PWH42 - 16 Years Ago
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This took place 11 months ago and fuming doesn't describe what I still feel about it.I got one reply from Ford asking what would resolve the problem for me.I said a refund of the money scammed from me by the dealer.I never heard another word from Ford or the dealer.
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By Jim Rowe - 16 Years Ago
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Paul
Go to a local O'Reilly's and get a product called Instant Shudder-Fix made by lube guard. Fixed mine. Works about 85% of the time.
Jim
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By Tom Compton - 16 Years Ago
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Many years ago I had a problem with the local Ford dealer re service on a vehicle bought 6 months earlier before a move. They couldn't duplicate the intermittent problem and said Ford would not go for indiscriminately swapping parts. One call to the Regional Service Rep in Dallas and they came to my house with a loaner and asked if they could PLEASE work on my car. Just gotta contact the right honcho in your area. TC
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By PWH42 - 16 Years Ago
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My shudder is all fixed.The independent shop that I took it to replaced the front pump and that was the problem,not the lock-up convertor that the Ford tech claimed.This is on an E4OD.
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By PWH42 - 16 Years Ago
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Your experience used to be typical of FOMOCO.There have been two main reasons I've bought only Fords for the last 45 years.Number one,of course,in general their products were designed and built better than the competitors.Number two is that even when I did have a rare problem,it was immediately taken care to my satisfaction.Usually they went above and beyond what their warranties said they would do.It seems that the way they address problems has changed.
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