It started with a spigot bearing - PWP
Discussion
I should have know when I ordered my spigot bearing from Parts World Performance that things were not going to go well if I continued to deal with them. As I'm a glutton for punishment I used them for one more thing and that was my LS7 clutchkit and flywheel.
Picture the scene, it's Monday morning and that Saturday I have a clutch change to do on my Monaro as well as a few other items. I call Parts World Performance and order my clutch kit which is in stock and pay for a 24 hours turn around with DPD. Simple as that!
No! What followed was the most frustrating and down right ignorant abuse of customer service I've ever witnessed from a business. It's important to bear in mind that whilst all this is going on, these clowns are sitting on £520 of my money whilst talking to me like crap.
Timeline
02/10/2017 Monday:
---
I called PWP and spoke to a girl called Emma and ordered my clutch kit and flywheel. I then paid for a next day delivery by DPD.
03/10/2017 Tuesday:
---
Clutch didn't arrive.
04/10/2017 Wednesday:
---
09:00: I called their offices first thing to see what was going on. DPD are always the best for delivering packages so I had to assume it was never dispatched. I was put through to Emma again only this time, she had decided she wasn't taking any calls until 12 pm. I couldn't believe they had just said that to me. She isn't taking any calls till 12, I wish I could do that in my job, just ignore my clients when I didn't feel like it. Even if you're busy that's poor customer service and all I was looking for was a simple status update.
12:00: I called back to see if I could speak to Emma but this time I was told that she wasn't taking any calls till the next day. I was angry at this point and asked for someone else to sort this out. I was advised that no one else in the entire complex could help me with the whereabouts of my clutch or it's status, Emma was the only one. I pressed them to take some form of action and I was told Nigel would call me back in 10 mins as he is the manager. Nigel never called of course!
13:30: I called back looking for Nigel who hadn't called me only to be told he was now on lunch and I should call back in 10-15 minutes.
13:45: I called back and got Nigel who told me I need to speak to Phil as he is the manager. I'm not sure who the manager actually is as this point to be hoenst. I was put through to Phil but left on hold for 10 minutes as he was taking other calls. Sadly for me Phil was taking other calls back to back for over half an hour.
14:15: I called back looking for Phil again and I was put on hold for another 10 minutes. I was then told Phil was away from his desk and I should call back in 10-15 or even tomorrow.
14:30: Called back and was told that Phil had now left the building for the day, he slipped out and no one saw him go or knew where he had gone plus no one could contact him.
14:45: I called back and requested someone find Phils mobile number which I eventually got. I called Phil on his mobile who asked me to call him back in 15-20 minutes and he would check out what was going on.
15:00: Phil said he found my clutch which has been boxed up and left sitting in the warehouse shelf and was not scheduled to be sent anywhere, but he doesn't know why. It was eventually shipped but on a 2 day turn around because they had forgotten I had paid additonal cash for next day.
05/10/2017 Friday: clutch arrived.
I don't know what to say really except, don't use these clowns. The staff are so rude and they really couldn't care what you have bought or how much it cost. All of the above could have been avoided if Emma had taken my call and dealt with my query. In the end I got my clutch and flywheel from Brett, next day without fail.
Picture the scene, it's Monday morning and that Saturday I have a clutch change to do on my Monaro as well as a few other items. I call Parts World Performance and order my clutch kit which is in stock and pay for a 24 hours turn around with DPD. Simple as that!
No! What followed was the most frustrating and down right ignorant abuse of customer service I've ever witnessed from a business. It's important to bear in mind that whilst all this is going on, these clowns are sitting on £520 of my money whilst talking to me like crap.
Timeline
===
02/10/2017 Monday:
---
I called PWP and spoke to a girl called Emma and ordered my clutch kit and flywheel. I then paid for a next day delivery by DPD.
03/10/2017 Tuesday:
---
Clutch didn't arrive.
04/10/2017 Wednesday:
---
09:00: I called their offices first thing to see what was going on. DPD are always the best for delivering packages so I had to assume it was never dispatched. I was put through to Emma again only this time, she had decided she wasn't taking any calls until 12 pm. I couldn't believe they had just said that to me. She isn't taking any calls till 12, I wish I could do that in my job, just ignore my clients when I didn't feel like it. Even if you're busy that's poor customer service and all I was looking for was a simple status update.
12:00: I called back to see if I could speak to Emma but this time I was told that she wasn't taking any calls till the next day. I was angry at this point and asked for someone else to sort this out. I was advised that no one else in the entire complex could help me with the whereabouts of my clutch or it's status, Emma was the only one. I pressed them to take some form of action and I was told Nigel would call me back in 10 mins as he is the manager. Nigel never called of course!
13:30: I called back looking for Nigel who hadn't called me only to be told he was now on lunch and I should call back in 10-15 minutes.
13:45: I called back and got Nigel who told me I need to speak to Phil as he is the manager. I'm not sure who the manager actually is as this point to be hoenst. I was put through to Phil but left on hold for 10 minutes as he was taking other calls. Sadly for me Phil was taking other calls back to back for over half an hour.
14:15: I called back looking for Phil again and I was put on hold for another 10 minutes. I was then told Phil was away from his desk and I should call back in 10-15 or even tomorrow.
14:30: Called back and was told that Phil had now left the building for the day, he slipped out and no one saw him go or knew where he had gone plus no one could contact him.
14:45: I called back and requested someone find Phils mobile number which I eventually got. I called Phil on his mobile who asked me to call him back in 15-20 minutes and he would check out what was going on.
15:00: Phil said he found my clutch which has been boxed up and left sitting in the warehouse shelf and was not scheduled to be sent anywhere, but he doesn't know why. It was eventually shipped but on a 2 day turn around because they had forgotten I had paid additonal cash for next day.
05/10/2017 Friday: clutch arrived.
I don't know what to say really except, don't use these clowns. The staff are so rude and they really couldn't care what you have bought or how much it cost. All of the above could have been avoided if Emma had taken my call and dealt with my query. In the end I got my clutch and flywheel from Brett, next day without fail.
Edited by Yanayaya on Tuesday 10th October 11:56
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