Trouble contacting TVR parts / Racing green?

[NWTony]

Anyone else having trouble contacting them? I placed an order Thursday last week hoping for a rush delivery so I could be working on the car Saturday, dropped them an e-mail to support this, tried to call the parts line as well but the line mysteriously developed a fault whilst I was ringing. The order was immediately processed but no sing of dispatch. Friday came and went an no dispatch notice so I was out of luck, which to be fair is OK, ordered Thursday after all. Dropped them a line on Monday at the enquiry address and phoned them - recorded message saying they were out until the 4th (Monday!) and left a message.

No notice of dispatch or any response to my e-mails or calls today either.

Does anyone know if there are problems?

[Englishman]

I needed some bits from them a couple of weeks ago and had to chase.

At the time they had a big backlog of orders as they were in the middle of moving to bigger temporary accomodation while trying to keep business going as usual. They hoped to have moved by the end of March, but maybe there are phone and hence email and internet issues at the new premises?

[KKson]

Placed an order with them on the 22nd March. No response since. Tried emailing them - no response. Tried calling them last Thursday, Friday and Monday - no response and left a blunt message on their answer phone - no response.

All in all not very impressed.

[Cerberus90]

ignore me, just seen message on their website.

Edited by Cerberus90 on Tuesday 5th April 22:46

Edited by Cerberus90 on Thursday 7th April 17:06

[ou sont les biscuits]

Cerberus90 said:

ignore, just seen message on their website.

Edited by Cerberus90 on Tuesday 5th April 22:46

Ignore what? The fact that they aren't answering their phone or emails? Or God forbid actually sending out parts?

Shambolic.

[NWTony]

On the plus side at least I now know it isn't personal I'll try again today.

[Englishman]

To be fair to them, there are quite a few notices on their website:

- We Are Moving! posted by WWW.TVR-PARTS.COM on 17th March 2016
We kindly inform all our customers that we are about to move premises and, while we will do everything possible to minimise any delay to your orders, there may be some unavoidable disruption to our normal service over the next 2 weeks (18 March - 31 March). Our apologies in advance for any inconvenience and we will be working hard to make sure your orders are processed with every possible speed.

- Notice of Temporary Closure this week posted by WWW.TVR-PARTS.COM on 1st April 2016
We apologise to customers for any inconvenience caused by this temporary but necessary closure as we transfer all stock to our new, enlarged facility at Kingsley (Hampshire).

- We will be temporarily closed for business as of mid-day on Thursday 31 March and all day on Friday 1 April due to our move to new facilities. We will re-open on Monday 4 April.

I suspect there are also teething problems at the new site!

[KKson]

Just had an email confirming the tracking details for my parts which have now been despatched so things are moving again.

[ou sont les biscuits]

KKson said:

Just had an email confirming the tracking details for my parts which have now been despatched so things are moving again.

I see from your earlier post that you placed your order on the 22nd of March.

Mine went in on the 23rd, so here's hoping I get my parts soon. It's incredibly frustrating to have the car sitting in bits and not be able to crack on.

[sheel]

I ordered a fuel reg from them back at the start of March on a Thursday wanting it for the weekend and expected it on the Friday,by later on the Friday it had not arrived,I called them to be told the lad who took the order had gone home and not returned on the Friday to work and had also taken the iPad home with him that held that day's orders!!
Apparently his absence had not been sanctioned and he was in deep do do,,,,,,in fairness to them they got it shipped to me for the sat am but the initial response was a denial that I had ever placed an order until they had had some words of carefull advice from me and checked their payment system!!
Rich

[BJWoods]

Spoke to them today, booked car in, and ordered some bits. no problems.
they had a busy week or so relocating all the parts.

[Cerberus90]

ou sont les biscuits said:

Ignore what? The fact that they aren't answering their phone or emails? Or God forbid actually sending out parts?

Shambolic.

Should have made it clearer, .

I'd posted then saw the post on their website rendering my post pointless.

[Mr Jenks]

I have had problems last three times that I have ordered from them, some parts not delivered but no explanation, just not there although no refund made. Calls not returned and e-mails not answered, but that seems to be a regular complaint
I ordered from them early last week. Heard nothing for a couple of days, not even a confirmation of order. Got through on the phone and managed to get some of the order delivered and a promise that the remainder would be dispatched early this week. Nothing. Called and excuses, excuses, will check and call you back later etc etc. Heard nothing, no reply to e-mail either. Another phone call and I was told that all their problems were because of BT messing them about. Still nothing had been sent out though but they did this time manage to find the order and call me back. Another promise that it will all be sent tomorrow
Amateurs in my eyes, really poor service. But who else is there? Power seem to have a good stock list, Racetech have given me good service in the past but not the same level of stock?

[m4tti]

They're a victim of their own circumstance, the demand of us the customers driving the need for expansion. Where they've fallen down is managing a project of this scale, which is something you only learn from experience. That project being, expanding product line whilst finding new premises, and having difficulty with proposed premises.

[NWTony]

Mr Jenks said:

I have had problems last three times that I have ordered from them, some parts not delivered but no explanation, just not there although no refund made. Calls not returned and e-mails not answered, but that seems to be a regular complaint
I ordered from them early last week. Heard nothing for a couple of days, not even a confirmation of order. Got through on the phone and managed to get some of the order delivered and a promise that the remainder would be dispatched early this week. Nothing. Called and excuses, excuses, will check and call you back later etc etc. Heard nothing, no reply to e-mail either. Another phone call and I was told that all their problems were because of BT messing them about. Still nothing had been sent out though but they did this time manage to find the order and call me back. Another promise that it will all be sent tomorrow
Amateurs in my eyes, really poor service. But who else is there? Power seem to have a good stock list, Racetech have given me good service in the past but not the same level of stock?

Yes, very similar to my recent experience, although in the past they have been excellent. Speak to someone, they say they'll call back and don't. I finally got them to admit they didn't have the part in yet.

Very disappointing really.

[Englishman]

Have to agree that service levels have gone down in recent months, particularly over the move. No doubt due to an increase in business and hiring of new staff to cover. I have found there are a couple of guys that are really knowledgeable, helpful and do call back, but others are useless. I now ask for the good guys by name when calling.

[ou sont les biscuits]

Mr Jenks said:

Amateurs in my eyes, really poor service. But who else is there? Power seem to have a good stock list, Racetech have given me good service in the past but not the same level of stock?

Still no word from TVR Parts about my order. However, I ordered some bits from Power yesterday afternoon, and they are on a van as I type this due to be delivered in the next half an hour or so.

Whoever is in charge of TVR parts needs to be taking lessons from them.

[andy43]

All I'll say is I've had excellent service from TVR Power - 48 hour delivery or quicker, the guy in parts knows his stuff 100% and the parts are good quality and fit first time. I've not used TVR Parts yet.

[Sagi Badger]

Very poor generally in my humble opinion. I have bought from them but had to chase... I am the customer, well only when I really must be.

J

[NWTony]

ou sont les biscuits said:

Still no word from TVR Parts about my order. However, I ordered some bits from Power yesterday afternoon, and they are on a van as I type this due to be delivered in the next half an hour or so.

Whoever is in charge of TVR parts needs to be taking lessons from them.

Just to round off the thread. After being told there was no certain delivery date for the clutch or the AP equivalent, I called TVRPower on Thursday afternoon and they delivered by 1:00pm the following day. A little more expensive than Racing green, but with the benefit of actually delivering stuff, which I prize highly!

Shame really as in the past I have praised TVR parts for their customer service.