Dealership parts departments
Discussion
What experiences have you had with Parts guys at dealerships?
Nice people, but my experiences have been frustrating.
Tried to order a common expanding rivet today, only wanted 5 but told the minimum order was 25! They were adamant I would need to buy a bag of 25. If I had a part fitted through the service department I would be charged for the quantity needed for the job.
Also, I had to send back numerous parts on a big order and was told they would need to go back to Germany for verification of the defects when it was obvious what was wrong, and indeed they should never have sent them to me in the first place.
When trying to order other slightly less common parts all I get is 'this is not exchangeable' 'this needs a deposit' ' this needs to be paid in full' etc with no apparent consideration of common retail consumer rights.
The contract of sale when buying these parts is with the dealership not the worldwide AG!
Nice people, but my experiences have been frustrating.
Tried to order a common expanding rivet today, only wanted 5 but told the minimum order was 25! They were adamant I would need to buy a bag of 25. If I had a part fitted through the service department I would be charged for the quantity needed for the job.
Also, I had to send back numerous parts on a big order and was told they would need to go back to Germany for verification of the defects when it was obvious what was wrong, and indeed they should never have sent them to me in the first place.
When trying to order other slightly less common parts all I get is 'this is not exchangeable' 'this needs a deposit' ' this needs to be paid in full' etc with no apparent consideration of common retail consumer rights.
The contract of sale when buying these parts is with the dealership not the worldwide AG!
GarageQueen said:
Tried to order a common expanding rivet today, only wanted 5 but told the minimum order was 25! They were adamant I would need to buy a bag of 25.
Jeez. Do you grumble when B&Q only sells screws in bags of X quantity? Or bags of cement in certain sizes when you only want 1/2. Or do you just get on with it. GarageQueen said:
If I had a part fitted through the service department I would be charged for the quantity needed for the job.
Yes, but you aren't.GarageQueen said:
When trying to order other slightly less common parts all I get is 'this is not exchangeable' 'this needs a deposit' ' this needs to be paid in full' etc with no apparent consideration of common retail consumer rights.
The problem is that too many people order parts to "try and fix" whatever it is. Any form of control unit are generally bad for this. And the problem is that the "arse" that ordered it incorrectly can bugger it up and then return it, and no one will be any the wiser. So to stop that, electrical parts are non returnable in most networks. Paid in full is because all too often other arses order parts and between that point and the part arriving. They find it cheaper elsewhere ebay/euros etc and so don't go back to the dealer. So now the dealer is stuck with a wiper arm for a 1978 Mk2 Escort that he'll never sell and it site on the shelf gathering dust and it's just money wasted.va1o said:
Generally fine at all the VW group dealers I've used. Never been asked to leave any kind of deposit and they'll entertain comically small orders for just a few screws if needed. Quick delivery too, quicker than TPS.
Yup, exactly that. I've ordered stuff for pence from VW parts, no problem.I've only ever ordered stuff from toyota dealerships but had no issues. No problem ordering small bits in for collection next day or posting them out. Usually I just looked up the part number and gave them that over the phone.
I've heard some marques can be really funny about it, wanting VIN numbers and allsorts :/
I've heard some marques can be really funny about it, wanting VIN numbers and allsorts :/
DaveCWK said:
I've heard some marques can be really funny about it, wanting VIN numbers and allsorts :/
Because they want to make sure they are ordering in the correct bit; I worked in parts many moons ago and we never ordered a part from a part number given to us as it was always grief if it was wrong; if we made a mistake then it's our issue, if the customer makes a mistake then the customer still try's to make it our issue. kapiteinlangzaam said:
I see both sides of the argument.
I tried to order some wheel centre caps the other day over the phone - standard size to every Volvo alloy wheel fitted since 2001.
The dealer wanted either the reg or VIN for their system before ordering.
TBH I dont think thats needed in such a case, told them so, and they lost an easy sale.
Theres always a balance to be struck.
You refused to give a Volvo dealer your registration number and think they are making life hard for you? I tried to order some wheel centre caps the other day over the phone - standard size to every Volvo alloy wheel fitted since 2001.
The dealer wanted either the reg or VIN for their system before ordering.
TBH I dont think thats needed in such a case, told them so, and they lost an easy sale.
Theres always a balance to be struck.
Like others have said if you are organised and have all the correct information at your end it makes life a lot easier for everyone as it should ensure you get exactly the right part.
Rich_W said:
The problem is that too many people order parts to "try and fix" whatever it is. Any form of control unit are generally bad for this. And the problem is that the "arse" that ordered it incorrectly can bugger it up and then return it, and no one will be any the wiser. So to stop that, electrical parts are non returnable in most networks. Paid in full is because all too often other arses order parts and between that point and the part arriving. They find it cheaper elsewhere ebay/euros etc and so don't go back to the dealer. So now the dealer is stuck with a wiper arm for a 1978 Mk2 Escort that he'll never sell and it site on the shelf gathering dust and it's just money wasted.
The parts I returned were in a shocking state and they claimed they wouldn't give me a refund unless the factory gave them their money back.
I sent the Mrs to buy a spare wheel for the X5 from Syntner Chigwell - the car didn't come with one as standard.
2 guys from the parts departments brought it out to the car and fitted it into the spare wheel well, adjusting some of the trim to make it fit.
I'm not sure I'd have got the same treatment.
2 guys from the parts departments brought it out to the car and fitted it into the spare wheel well, adjusting some of the trim to make it fit.
I'm not sure I'd have got the same treatment.
kapiteinlangzaam said:
HTP99 said:
DaveCWK said:
I've heard some marques can be really funny about it, wanting VIN numbers and allsorts :/
Because they want to make sure they are ordering in the correct bit; I worked in parts many moons ago and we never ordered a part from a part number given to us as it was always grief if it was wrong; if we made a mistake then it's our issue, if the customer makes a mistake then the customer still try's to make it our issue. I tried to order some wheel centre caps the other day over the phone - standard size to every Volvo alloy wheel fitted since 2001.
The dealer wanted either the reg or VIN for their system before ordering.
TBH I dont think thats needed in such a case, told them so, and they lost an easy sale.
Theres always a balance to be struck.
Mixed bag. Last firm used Ford vans. They weren't a Transit centre but would either stock or order in wing mirrors which seemed to disappear rapidly . Or if they didn't have a part ,they'd phone round other dealers and get it sent .Long time ago I did a head gasket on a Cavalier ( MK2- shows how long) and needed a valve collet. Call to a local Vauxhall dealer and part was delivered .Must have cost more to deliver. Then a few years ago I had an Astra with indicator problems. I asked parts the dreaded question and got a surprising reply. It that relay there ,sir. Take it out like this ,tap gently and replace. They are fairly expensive ,but till it sticks on permanently that will keep you going. Then I aged a bit more and got a Fabia. I needed oil and couldn't find it in the usual places . VW - main dealer couldn't help me enough and gave me a discount. I got fed up with having to open the car to get to the boot, so I asked in one main dealer about a bits to get the hatch open from a remote. Parts couldn't help ,much as they tried, but I came away with a release motor FOC. Then the honeymoon was over. I had a fuel leak in a short length of flexible pipe .No one could help. I even tried VW as they use the same Derv engine, but everything is code based and a Skoda engine code is Czech to the Herren Volk. Eventually I tried Skoda- yes they had the parts,even that was off handish. Price -approx £160 and same again for labour. SIL who is a biker came up with a bit of bike pipe. In the end I went to TPS AND AFTER A BIT OF COMPUTER SEARCHING ANSWER "FLEXIBLE FUEL PIPE ,CUT TO LENGTH " .Cost =£0.50.
Someone on Briskoda has come up with the term "Stealers" to denote main dealers. IMHO- not far away .
Someone on Briskoda has come up with the term "Stealers" to denote main dealers. IMHO- not far away .
I can speak from experience as I manage a department.
Minimum order - That's true as if its not a commonly used part the factory will force a pack of say 50 and the Dealer would then need to stock these and if they have not ever used them this takes up valuable space as it can happen a lot.
Deposits ect - Again for us bodywork/rams/turbos/engines ect once ordered cannot be sent back to the factory so we would be stuck with them so a lot of dealers force a deposit or to pay it in full.
Parts/Storeman get the s
tty end of the stick as customers don't understand if you walk in and say "I want that screw" its not just as simple as turning the computer on and finding it, theres sections/sub sections and some with no photos ect and its dependant on customer information aswell.
The rules can be as lenient or as strict dependent on who is serving you. We sometimes had the option to pick parts from other dealers instead of buying a back of 25 ect
It's a pain in the arse but I see the point as I was on the receiving end of it.
Hence me leaving the industry.
Lucky for me I'm not in the motor trade anymore I'm in the Ag/Construction business so things are different.
Minimum order - That's true as if its not a commonly used part the factory will force a pack of say 50 and the Dealer would then need to stock these and if they have not ever used them this takes up valuable space as it can happen a lot.
Deposits ect - Again for us bodywork/rams/turbos/engines ect once ordered cannot be sent back to the factory so we would be stuck with them so a lot of dealers force a deposit or to pay it in full.
Parts/Storeman get the s
tty end of the stick as customers don't understand if you walk in and say "I want that screw" its not just as simple as turning the computer on and finding it, theres sections/sub sections and some with no photos ect and its dependant on customer information aswell.The rules can be as lenient or as strict dependent on who is serving you. We sometimes had the option to pick parts from other dealers instead of buying a back of 25 ect
It's a pain in the arse but I see the point as I was on the receiving end of it.
Hence me leaving the industry.
Lucky for me I'm not in the motor trade anymore I'm in the Ag/Construction business so things are different.
kapiteinlangzaam said:
HTP99 said:
kapiteinlangzaam said:
HTP99 said:
DaveCWK said:
I've heard some marques can be really funny about it, wanting VIN numbers and allsorts :/
Because they want to make sure they are ordering in the correct bit; I worked in parts many moons ago and we never ordered a part from a part number given to us as it was always grief if it was wrong; if we made a mistake then it's our issue, if the customer makes a mistake then the customer still try's to make it our issue. I tried to order some wheel centre caps the other day over the phone - standard size to every Volvo alloy wheel fitted since 2001.
The dealer wanted either the reg or VIN for their system before ordering.
TBH I dont think thats needed in such a case, told them so, and they lost an easy sale.
Theres always a balance to be struck.
In this scenario there was no need for a VIN or reg number, and as crazy as you might think it is I dont want my name, address, and car reg/VIN sitting in a computer somewhere at a Volvo dealership (you can cut keys from VINs).
So like I say, there is always a balance to be struck. If they had been willing to send out some parts without a 1984 inquisition, they would have made a sale. As it was I ordered off eBay with zero fuss or hassle. Im all for supporting dealerships (if they deserve it), but they need to be customer friendly / convenient.
Always had good service from Audi or Skoda parts departments on the rare occasion I've used them - the parts catalogues are st though and make finding stuff for older cars very unintuitive even for the person who does it day in day out as their job.
I guess the poor design of these systems leads to a lot of the frustration vented on this thread.
t though and make finding stuff for older cars very unintuitive even for the person who does it day in day out as their job.I guess the poor design of these systems leads to a lot of the frustration vented on this thread.
LeoSayer said:
I sent the Mrs to buy a spare wheel for the X5 from Syntner Chigwell - the car didn't come with one as standard.
2 guys from the parts departments brought it out to the car and fitted it into the spare wheel well, adjusting some of the trim to make it fit.
I'm not sure I'd have got the same treatment.
She's either fit or bigger and meaner than you, pics if it's the first one 2 guys from the parts departments brought it out to the car and fitted it into the spare wheel well, adjusting some of the trim to make it fit.
I'm not sure I'd have got the same treatment.
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