Speed Inc.
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From: Decatur, AL
Speed Inc. Slow to ship and process order.
-Thurs. May 25th placed order online
- ~Wed, May 31st got a call that part of my order was on back order. I told them to ship what they had and cancel the rest.
-Mon June 5th @4:45pm get email with tracking # for shipment with my name on it but going to Durham,North Carolina. I live in Alabama. I call them around 5:00pm and tell them of the problem and they said no problem they will have it re-routed.
-Fri June 9th I still haven't received it (I am 2 days shipping away) so I check the tracking # to the wrong address and it said delivered on June 7th. I call @9am when they opened and got the problem resolved(I hope). They questioned me if I had called on the 8th because they showed on the computer that I had. I had not but it was probably the person that lives in Durham, NC wondering why this company was sending them this. Now this is the icing that takes the cake after all this.....
-Mon June 12th @4:40pm I get an email with tracking # and it just shipped.
WTF! I can understand a shipping error whether Speed inc's scew up or UPS's but I call and correct it within 15 mins of notification and it still gets screwed up. But that is ok. I planned for errors like this just in case by ordering the parts a week before I needed them. My problem is with the constant delays for action with the whole order! I had to reschedule dyno time for a week later which envolves messing up at least 4 peoples schedule to accomidate Speed Inc's lack of concern for their orders and due to the same problem I may have to reschedule again!
I am a very patient person with situations like this because I have been on the other end and know what it is like to deal with things you can't always control but their multiple inadiquacies with this transaction is far less than acceptable!
-Thurs. May 25th placed order online
- ~Wed, May 31st got a call that part of my order was on back order. I told them to ship what they had and cancel the rest.
-Mon June 5th @4:45pm get email with tracking # for shipment with my name on it but going to Durham,North Carolina. I live in Alabama. I call them around 5:00pm and tell them of the problem and they said no problem they will have it re-routed.
-Fri June 9th I still haven't received it (I am 2 days shipping away) so I check the tracking # to the wrong address and it said delivered on June 7th. I call @9am when they opened and got the problem resolved(I hope). They questioned me if I had called on the 8th because they showed on the computer that I had. I had not but it was probably the person that lives in Durham, NC wondering why this company was sending them this. Now this is the icing that takes the cake after all this.....
-Mon June 12th @4:40pm I get an email with tracking # and it just shipped.
WTF! I can understand a shipping error whether Speed inc's scew up or UPS's but I call and correct it within 15 mins of notification and it still gets screwed up. But that is ok. I planned for errors like this just in case by ordering the parts a week before I needed them. My problem is with the constant delays for action with the whole order! I had to reschedule dyno time for a week later which envolves messing up at least 4 peoples schedule to accomidate Speed Inc's lack of concern for their orders and due to the same problem I may have to reschedule again!
I am a very patient person with situations like this because I have been on the other end and know what it is like to deal with things you can't always control but their multiple inadiquacies with this transaction is far less than acceptable!
I was not sure if you had called on the 8th, the person from NC had not. I was referring to your phone call on the 5th when I was talking about the call to re-direct the package.
I apologize that UPS did not re-direct the package. They have always been great about doing that when either a customer or we make an address mistake. They automaticly re-direct it after one phone call and do all the leg work for us. Until this time we have never had them fail at re-directing a package.
We sent you out another set of rails the business day after you called us. The UPS software emails out tracking #'s at the end of the day so that is why the email was sent so late on Monday.
I apologize that UPS did not re-direct the package. They have always been great about doing that when either a customer or we make an address mistake. They automaticly re-direct it after one phone call and do all the leg work for us. Until this time we have never had them fail at re-directing a package.
We sent you out another set of rails the business day after you called us. The UPS software emails out tracking #'s at the end of the day so that is why the email was sent so late on Monday.
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From: Decatur, AL
As I had said before, the UPS shipping error was no big deal. I accounted time when managing my project for a shipping screw up as such. It was the 1-3 (working day) delay at every circumstance in order response, questions, expediting & shipment that I have a problem with. If your shipping department is backed up it is time to expand. Otherwise, you have other internal problems that need to be addressed.
Originally Posted by mjhoward
was the 1-3 (working day) delay at every circumstance in order response, questions, expediting & shipment that I have a problem with. If your shipping department is backed up it is time to expand.
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From: Decatur, AL
Bottom line, forget about the back order, forget about the shipping mishap, just one example with the order I have to show what I have a problem with: I call 9am on a Friday about an order that has had everything possible go wrong with it, do you make sure this customer is treated the best you can do and make sure it goes out Friday when UPS picks up? No. It goes out Monday, non-chelant and later than expected like every other situation with my order.
I would have happily paid $50-70 more for the fuel rails from one of your competitors if I would have known it was going to be here within adequate time and treated with care. Placing an order at 9am with Jeg's for a set of Aeromotive rails and I would have had them most likely Tuesday, after the holiday, May 30th and I wouldn't have disrupted 4 peoples lives and had to make multiple phone calls to straighten everything out.
Lesson learned.
I would have happily paid $50-70 more for the fuel rails from one of your competitors if I would have known it was going to be here within adequate time and treated with care. Placing an order at 9am with Jeg's for a set of Aeromotive rails and I would have had them most likely Tuesday, after the holiday, May 30th and I wouldn't have disrupted 4 peoples lives and had to make multiple phone calls to straighten everything out.
Lesson learned.
Last edited by mjhoward; Jun 14, 2006 at 07:48 AM.
Originally Posted by mjhoward
Bottom line, forget about the back order, forget about the shipping mishap, just one example with the order I have to show what I have a problem with: I call 9am on a thurs about an order that has had everything possible go wrong with it, do you make sure this customer is treated the best you can do and make sure it goes out thursday when UPS picks up? No. Do you make sure it goes out next day at least like you say you do? No. It goes out Monday, non-chelant and later than expected like every other situation with my order.
It went out the next business day which was Monday, and yes we should have made every effort to make sure it goes out the same day but that was not where we left the phone conversation at. Had you mentioned the urgency I could have came up with a few different options that would have gotten the rails to you faster.
I'm not saying that there were not problems with this order - I'm saying that you ended a conversation with the implication that the resolution was to your satisfaction. If that was not the case, simply stating that they needed to be air shipped in some way would have been the resolution to the issue. The issue we had thought was resolved, but by your posts it seems to have not been.
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From: Decatur, AL
Originally Posted by Jon @ Speed Inc
I believe you called shortly after we opened on Friday. Just like you said in your first post.
It went out the next business day which was Monday, and yes we should have made every effort to make sure it goes out the same day but that was not where we left the phone conversation at. Had you mentioned the urgency I could have came up with a few different options that would have gotten the rails to you faster.
I'm not saying that there were not problems with this order - I'm saying that you ended a conversation with the implication that the resolution was to your satisfaction. If that was not the case, simply stating that they needed to be air shipped in some way would have been the resolution to the issue. The issue we had thought was resolved, but by your posts it seems to have not been.
It went out the next business day which was Monday, and yes we should have made every effort to make sure it goes out the same day but that was not where we left the phone conversation at. Had you mentioned the urgency I could have came up with a few different options that would have gotten the rails to you faster.
I'm not saying that there were not problems with this order - I'm saying that you ended a conversation with the implication that the resolution was to your satisfaction. If that was not the case, simply stating that they needed to be air shipped in some way would have been the resolution to the issue. The issue we had thought was resolved, but by your posts it seems to have not been.
Thanks,
Mark Howard
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