AutoDoc woes: Incorrect parts / return issues
Discussion
I've avoided AutoDoc up until last week but they were listing a set of specific shock absorbers that my usual go to factor were a good £25.00 each dearer on, so figured I would give them and go and it was all going rather well. Items ordered, paid and the shipping invoice received and about 48hrs later the items arrived. Lovely.
Opened the box and instead of the KYB shock absorbers I was expecting, there were two Sachs units... which was odd as the AutoDoc site didn't list Sachs as an option for my car when I was buying. I checked the part numbers against a few sites, including Sachs / ZF and the parts listed, whilst yes, are listed for a P3 Volvo V70... are not listed for a P3 Volvo XC70 and thus they are some 40mm shorter than required.
AutoDoc replied, pointing out the KYB were out of stock and thus there was a substitution and will fit. I pointed out they have been showing the specific KYB units I wanted as being in stock all week and still are and that the substituted items will technically fit, but they're not listed on any website for my specific car and they're still 40mm shorter than OEM.
After an exchange of emails, today AutoDoc have replied stating I can return the items at my expense and once received back, they will refund the money. Not particularly impressed at that as this is an error on their part so I'm not exactly enthused to be paying to return the incorrectly issued items, to then reorder the correct ones (which are still in stock) and pay more shipping on top. More so as the car was booked in today to have them fitted but hey ho.
In hindsight, yes I should have just paid the extra and sourced from my local factors and in future that's what I'll be doing but AutoDoc's attitude towards this has left me a tad miffed and so I'm having a little whinge but equally, has anybody else had issues and if so how did you go about resolving it? Or is it a "suck it up buttercup" and move on situation.
Cheers
Opened the box and instead of the KYB shock absorbers I was expecting, there were two Sachs units... which was odd as the AutoDoc site didn't list Sachs as an option for my car when I was buying. I checked the part numbers against a few sites, including Sachs / ZF and the parts listed, whilst yes, are listed for a P3 Volvo V70... are not listed for a P3 Volvo XC70 and thus they are some 40mm shorter than required.
AutoDoc replied, pointing out the KYB were out of stock and thus there was a substitution and will fit. I pointed out they have been showing the specific KYB units I wanted as being in stock all week and still are and that the substituted items will technically fit, but they're not listed on any website for my specific car and they're still 40mm shorter than OEM.
After an exchange of emails, today AutoDoc have replied stating I can return the items at my expense and once received back, they will refund the money. Not particularly impressed at that as this is an error on their part so I'm not exactly enthused to be paying to return the incorrectly issued items, to then reorder the correct ones (which are still in stock) and pay more shipping on top. More so as the car was booked in today to have them fitted but hey ho.
In hindsight, yes I should have just paid the extra and sourced from my local factors and in future that's what I'll be doing but AutoDoc's attitude towards this has left me a tad miffed and so I'm having a little whinge but equally, has anybody else had issues and if so how did you go about resolving it? Or is it a "suck it up buttercup" and move on situation.
Cheers
Exactly the same story for me. Ordered a specific cabin filter and they sent a substitute which they said - according to their system - was an equivalent part. The fact it was a different size and shape (even on their website!) mattered little; it is what the system says that seemingly counts.
I've avoided them since as whilst this sort of thing is just annoying for a cheap cabin filter, it's a different story if it's a heavy expansive item like yours. I always stick to UK sites now (which isn't always easy - Autodoc seem to have a number of differently-branded front ends to their company).
I've avoided them since as whilst this sort of thing is just annoying for a cheap cabin filter, it's a different story if it's a heavy expansive item like yours. I always stick to UK sites now (which isn't always easy - Autodoc seem to have a number of differently-branded front ends to their company).
Thanks chaps.
After another email exchange where I suggested that me paying to post the incorrectly supplied parts was frankly, a disgrace... they have since forwarded a shipping label to have the items sent back, but along with a rather exhaustive list of things to do like do not send them back in the original packing box and that refund will only be considered once they have been received, inspected and confirmed then it may take several days to get my money back.
Maybe I should ask that in future, they send me the parts at their cost, I'll receive then, inspect them and then confirm I'm happy and then pay for them a few days later. But that's not going to happen more so as that's the first and last time I order parts from them - mistakes happen, I get that... and I made one myself by hoping it'd be seamless but hey ho. But to substitute parts that were showing in stock for something else, then proclaim they are correct for car then when challenged, advise they can be returned at my expense... that's just a poor show.
Part of me is loathed to return them as I just have a bad feeling they'll get "lost" in transit or there will be some whiff of cows and a story about how they're not as they were sent, even though one is still sealed in it's box and the other was only removed to measure its length or something equally inane that'll delay my refund even longer. Or indefinitely, then they'll have the parts and my money. I paid by debit card so could make a chargeback claim... in theory...
Anyways, cool story bro... but just something to be aware of if dealing with AutoDoc.
After another email exchange where I suggested that me paying to post the incorrectly supplied parts was frankly, a disgrace... they have since forwarded a shipping label to have the items sent back, but along with a rather exhaustive list of things to do like do not send them back in the original packing box and that refund will only be considered once they have been received, inspected and confirmed then it may take several days to get my money back.
Maybe I should ask that in future, they send me the parts at their cost, I'll receive then, inspect them and then confirm I'm happy and then pay for them a few days later. But that's not going to happen more so as that's the first and last time I order parts from them - mistakes happen, I get that... and I made one myself by hoping it'd be seamless but hey ho. But to substitute parts that were showing in stock for something else, then proclaim they are correct for car then when challenged, advise they can be returned at my expense... that's just a poor show.
Part of me is loathed to return them as I just have a bad feeling they'll get "lost" in transit or there will be some whiff of cows and a story about how they're not as they were sent, even though one is still sealed in it's box and the other was only removed to measure its length or something equally inane that'll delay my refund even longer. Or indefinitely, then they'll have the parts and my money. I paid by debit card so could make a chargeback claim... in theory...
Anyways, cool story bro... but just something to be aware of if dealing with AutoDoc.
Thanks for the heads up.
Funnily enough I was going to order some kyb shocks from them but thankfully found a uk supplier, albeit more expensive but saves the hassle of potentially receiving the wrong part.
Autodoc in my opinion are fine if you don't mind which brand you want to receive and are not in a rush either.
Also for some odd reason they go by different names with .co.uk at the end of their domain.
The one good thing is that their part identifier is usually accurate.
Hope you get it resolved
Funnily enough I was going to order some kyb shocks from them but thankfully found a uk supplier, albeit more expensive but saves the hassle of potentially receiving the wrong part.
Autodoc in my opinion are fine if you don't mind which brand you want to receive and are not in a rush either.
Also for some odd reason they go by different names with .co.uk at the end of their domain.
The one good thing is that their part identifier is usually accurate.
Hope you get it resolved
I had a similar incident with Autodoc. I needed some parts of which there were 2 brands. I paid more for my preferred brand and was sent the cheaper one. I queried this with them and they said, "no, that's what you ordered so that's what you got", effectively, despite the order confirmation stating something different. After many messages back and to, they agreed to let me return these parts and for them to send the parts I'd ordered.
A few weeks later, the replacement parts arrive - they're exactly the same parts that I had returned. Utter clowns, after all the hassle from the first time round I didn't bother going back to them.
I'm glad you got your money back OP, and like you, I'll never use Autodoc again.
A few weeks later, the replacement parts arrive - they're exactly the same parts that I had returned. Utter clowns, after all the hassle from the first time round I didn't bother going back to them.
I'm glad you got your money back OP, and like you, I'll never use Autodoc again.
Old thread resurrection alert!
I have been dealing with these absolute weapons again. I should have learnt first time. I just stripped all the suspension to replace the shocks - which are incorrect. Ordered from their website using their product locating tools referencing my numberplate.
First time they sent me inferior products (metal water pump impellor, received plastic). They said it was same product but the spec had changed, I asked for the difference back as a refund they said no. After getting PayPal involved they agreed to send me postage label to return it. I noticed it was only for 500g & going back to Germany. So I decided to keep the parts and return them 10kg of scrap metal parts, which they'd get charged for from the courier! 10 months later and I'm still receiving emails asking if they can dispose of the items of scrap. I just ignore them.
I have been dealing with these absolute weapons again. I should have learnt first time. I just stripped all the suspension to replace the shocks - which are incorrect. Ordered from their website using their product locating tools referencing my numberplate.
First time they sent me inferior products (metal water pump impellor, received plastic). They said it was same product but the spec had changed, I asked for the difference back as a refund they said no. After getting PayPal involved they agreed to send me postage label to return it. I noticed it was only for 500g & going back to Germany. So I decided to keep the parts and return them 10kg of scrap metal parts, which they'd get charged for from the courier! 10 months later and I'm still receiving emails asking if they can dispose of the items of scrap. I just ignore them.
Are they still running the old "We have sent your parts (but replaced with our white-label crap) so you didn't have to wait for the similarly-priced OEM parts you specifically ordered"?
I got some Stark TPMS sensors, and asked to return them for the parts I'd actually ordered (HUF), and they tried to fob me off by saying that the Stark sensors were more expensive then the HUF ones, so I should be happy.
They also claimed Stark ones were made in Germany (the box agreed, but the sensors had 'made in China' stamped on them, which is not an issue in itself, just the deception is).
The cheeky feckers told me to re-order and they'd credit my account once the items were returned (at my cost for changing my mind) - but after a chat on their website they sent me their return details. However, the re-order started progressing and I saw my order info change from the HUF item to the Stark item again...so cancelled the whole thing.
When they asked why, and I told them exactly why - they said I should have changed my setting to disable 'substitutions'. I asked how I do that, and was told I have to contact them to do so as it's not a user-accessible option. How would I even know that was an option??? Why would I even expect to not receive the original item without some sort of warning???
I got some Stark TPMS sensors, and asked to return them for the parts I'd actually ordered (HUF), and they tried to fob me off by saying that the Stark sensors were more expensive then the HUF ones, so I should be happy.
They also claimed Stark ones were made in Germany (the box agreed, but the sensors had 'made in China' stamped on them, which is not an issue in itself, just the deception is).
The cheeky feckers told me to re-order and they'd credit my account once the items were returned (at my cost for changing my mind) - but after a chat on their website they sent me their return details. However, the re-order started progressing and I saw my order info change from the HUF item to the Stark item again...so cancelled the whole thing.
When they asked why, and I told them exactly why - they said I should have changed my setting to disable 'substitutions'. I asked how I do that, and was told I have to contact them to do so as it's not a user-accessible option. How would I even know that was an option??? Why would I even expect to not receive the original item without some sort of warning???
Edited by mmm-five on Monday 8th January 16:51
Autodoc use the data from TECALLIANCE.
Tecalliance are a confederation of all the OES suppliers to the OEM's, essentially they build the water pumps, bottom arms, bearings etc that would be fitted to a car on the production line, or used by a main dealer for a repair.
However they only know what part they supply to the OEM, and not the OEM part number. So they can't match the OEM part number to the after market Part Number, even though their technical teams would know what part it is that say BMW have requested as an alternator for a BMW e46.
So if you order via AUTODOC, you will get whatever tech alliance have as available that fits, but the quality of which cannot be guaranteed.
Tecalliance are a confederation of all the OES suppliers to the OEM's, essentially they build the water pumps, bottom arms, bearings etc that would be fitted to a car on the production line, or used by a main dealer for a repair.
However they only know what part they supply to the OEM, and not the OEM part number. So they can't match the OEM part number to the after market Part Number, even though their technical teams would know what part it is that say BMW have requested as an alternator for a BMW e46.
So if you order via AUTODOC, you will get whatever tech alliance have as available that fits, but the quality of which cannot be guaranteed.
Dynion Araf Uchaf said:
Autodoc use the data from TECALLIANCE.
Tecalliance are a confederation of all the OES suppliers to the OEM's, essentially they build the water pumps, bottom arms, bearings etc that would be fitted to a car on the production line, or used by a main dealer for a repair.
However they only know what part they supply to the OEM, and not the OEM part number. So they can't match the OEM part number to the after market Part Number, even though their technical teams would know what part it is that say BMW have requested as an alternator for a BMW e46.
So if you order via AUTODOC, you will get whatever tech alliance have as available that fits, but the quality of which cannot be guaranteed.
But if they list a selection of suppliers, at different prices, such as:Tecalliance are a confederation of all the OES suppliers to the OEM's, essentially they build the water pumps, bottom arms, bearings etc that would be fitted to a car on the production line, or used by a main dealer for a repair.
However they only know what part they supply to the OEM, and not the OEM part number. So they can't match the OEM part number to the after market Part Number, even though their technical teams would know what part it is that say BMW have requested as an alternator for a BMW e46.
So if you order via AUTODOC, you will get whatever tech alliance have as available that fits, but the quality of which cannot be guaranteed.
- HUF
- Hella
- Ridex
- VDO
- SKF
- Mobiletron
- Vemo
- Abakus
Surely, if they don't stock or work with the OEM at all, then they shouldn't list those as options...unless their whole scam is to ALWAYS send out the copy part and hope that most punters won't bother trying to return it?
I've only ordered from them once - a Ridex front hub bearing for my A4 Allroad which was fine, however the oil fllter which was part of the same order was completely wrong. I used the numberplate for the same order.
I could not be bothered with the hassle of returns and so lost £8 for the filter in the process
So, i will use them for readily identifiable major parts in future where the risk of cock up is low but will stick to my local factors for anything else.
The parts took just under a week to arrive
I could not be bothered with the hassle of returns and so lost £8 for the filter in the process
So, i will use them for readily identifiable major parts in future where the risk of cock up is low but will stick to my local factors for anything else.
The parts took just under a week to arrive
mmm-five said:
But if they list a selection of suppliers, at different prices, such as:
Surely, if they don't stock or work with the OEM at all, then they shouldn't list those as options...unless their whole scam is to ALWAYS send out the copy part and hope that most punters won't bother trying to return it?
it would be highly unlikely that a person looking for a part would have any other details then either the OEM part number, or description of part required for the model being repaired. Therefore having the OEM part number listed brings in the person to search the website and end up with something that might not be the OEM part ( but could be the OEQ part). I don't know enough about Autodocs MO to determine whether your point is correct, and it should be also stated that TecAlliance just supply the data, and don't influence the part being sent by Autodoc.- HUF
- Hella
- Ridex
- VDO
- SKF
- Mobiletron
- Vemo
- Abakus
Surely, if they don't stock or work with the OEM at all, then they shouldn't list those as options...unless their whole scam is to ALWAYS send out the copy part and hope that most punters won't bother trying to return it?
I’ve ordered from Autodoc a few times for various parts on different cars. Brakes, service items, suspension. I’ve never had an issue with them sending the wrong item. The only time I’ve got the wrong part is when I’ve ordered the wrong one.
Providing you can wait a week for the parts to arrive, they’re the cheapest around for what I’ve bought.
Providing you can wait a week for the parts to arrive, they’re the cheapest around for what I’ve bought.
NorcyUK said:
I’ve ordered from Autodoc a few times for various parts on different cars. Brakes, service items, suspension. I’ve never had an issue with them sending the wrong item. The only time I’ve got the wrong part is when I’ve ordered the wrong one.
Providing you can wait a week for the parts to arrive, they’re the cheapest around for what I’ve bought.
My two orders from them were faultless too. I've had more trouble with an independent UK-based autofactors trading on eBay. Providing you can wait a week for the parts to arrive, they’re the cheapest around for what I’ve bought.
I had previously posted in this thread about the annoyance and hassle relating to an unauthorised parts substitution on a previous order and vowed never to use them again. However, being the tart that I am I couldn't overlook the fact that they were selling a Gates timing belt kit for £80 compared to the £140+ elsewhere so whilst it was warning of 'low stock' I went ahead with the order anyway and am pleased to report I got exactly what I ordered, and reasonably quick too (ordered on Wednesday afternoon and received Monday morning).
As someone said above I contacted them beforehand to request a 'no parts substitution' to be added to my account. It may or may not have made any difference in this instance, but what was interesting when I asked them to do it was a feeling that they were somewhat reluctant to do so and dragged the conversation out a little before conceding to my request. I could be imagining this reluctance of course, but of note was that without prompting from me they asked if I was talking about the Ridex and Stark brands but I said it was about any brand and I just wanted to stick with whatever I ordered. It did make me wonder if the substitution using their own brands really was an explicit part of their business model as I am not sure why they would've specifically mentioned them otherwise.
So, despite vowing not to go back in all honesty I probably would again but perhaps still not for anything super-expensive (and/or heavy return) or something that I didn't have the luxury of time to argue a return/replacement though.
P.S. Forgot to mention - I have intentionally not added any vehicles to my account so as to hopefully minimise them doing me a 'favour' and looking up alternative substitutes. Of course, they could do this against the specific part number I ordered but I wonder if this practice is always vehicle reg/VIN driven and them being able to say it should fit *your car*?
As someone said above I contacted them beforehand to request a 'no parts substitution' to be added to my account. It may or may not have made any difference in this instance, but what was interesting when I asked them to do it was a feeling that they were somewhat reluctant to do so and dragged the conversation out a little before conceding to my request. I could be imagining this reluctance of course, but of note was that without prompting from me they asked if I was talking about the Ridex and Stark brands but I said it was about any brand and I just wanted to stick with whatever I ordered. It did make me wonder if the substitution using their own brands really was an explicit part of their business model as I am not sure why they would've specifically mentioned them otherwise.
So, despite vowing not to go back in all honesty I probably would again but perhaps still not for anything super-expensive (and/or heavy return) or something that I didn't have the luxury of time to argue a return/replacement though.
P.S. Forgot to mention - I have intentionally not added any vehicles to my account so as to hopefully minimise them doing me a 'favour' and looking up alternative substitutes. Of course, they could do this against the specific part number I ordered but I wonder if this practice is always vehicle reg/VIN driven and them being able to say it should fit *your car*?
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