4 Wheel Parts customer service blows

[Terrrs01]

Bought a new Eaton E-locker and the stator broke the first day using it. It’s w/e, $hit happens. Called Eaton and they said they would warranty it, but I would have to call the place I purchased it. Called 4 wheel parts, and was on hold for 45min.
-After that 45 min hold a lady answer, was nice took my info and said she has to send a email to the vendor and they would send an email back to her and then she would email me what they said? HUH?????? Seems like a big waste of time but it is what it is..

called on Wen. She said it usually takes 1 day. And if it comes in she will email me Thursday, but if not for sure Monday because she is “Going on vacation Friday” and won’t be at work. (Ummm ok

no email Thursday: I called was on hold for 1 hour. Said screw it. She said she’ll get to it Monday.

Monday comes: no email. I called again. On hold for 30min, a new guy answer. I told him the story and I just want to check the status. He then says “Eaton requires you to send in your locker” HUH??? So I had to re explain the situation, and that I talked to Eaton and they would warranty it and will just send me the part. I just need you guys to tell them the part # and Proff of purchase and date...

Finally I said. I talk to some lady last week that said she around email and never did because she was on vacation.
he then goes “O yea, she’s in the office, I’ll message her” then is awkward silence and he goes “I’m not going to have an answer for you, I’ll let her no to email you today”..... (ummmmm ok)

the end of Monday is here...
NO EMAIL, NO PART IN THE MAIL AND PISSED.

getting ready to just spend the $170 and buy the part myself. 4 wheel parts can fly a kit.


-rant done-

 

[Hopper]

If you buy the part yourself keep it up with 4wp. They need to make it right. You should also call Eaton and explain the run around you are getting. Keep in mind this is coming from a guy that has alot of time to kill

 

[Chris]

Yep, 4WP is a garbage company

 

[Trod286]

Yep, 4WP is a garbage company

x2 4WP is definitely the worst. Over priced and customer service blows.

 

[CJ8er]

4W parts is leading the pack in poor customer service but Morris4x4 is starting to challenge them for the lead. They both suck.

 

[Plumber1]

I had similar experience when I bought my new wheels last month. I had to call a few times to get shipping updates and each time it was " do to heavy call volume " bullshit, just call it like it is " do to lack of staff needed " your on hold for 15 to 20 min. then you get I will send you an email update which never comes.

They use to have good customer service at least in Oakland I knew a couple of guy that always took good care of me. But that was before Covid, now when I went into the store they had one guy working the counter and taking calls. He was over worked and people calling were just left one hold.

 

[Rubicon88]

C
O
V
I
D

Customer service is fucked up almost everywhere.

Skeleton crews...people telecommuting (not everyone likes that)

I had an email out to Best top for a customer of mine ... I sell their shit... got a response in about 1 week.

4wp CS might be shit but don't forget these are stupid times which makes the stupid twice as ignorant.

 

[CharlesHS]

When I call Customer Service for a situation such as yours; I make sure that I document the representatives name, time I called, exactly what we discussed and their phone number/extension so I can quote our previous conversation to that representative or another representative.
Contact Eaton and explain the situation then ask the representatives for their name, phone number and email address then provide that information to the 4 WP representative. Then contact the Eaton representative and give that representative the 4WP's representatives name, email and phone number....
Taking the initiative in a situation like this should get the problem resolved quicker; the 4WP's representative will have no excuses....

 

[Moore County]

My experience with the Raleigh store was terrible. I ordered an accessory online for store pickup. I never received an a call or email that it was ready and nobody answered the phone for days. I’m a couple hours away (was going to make a trip to pick up) so I sent my dad in to see what was happening. The guy says “we tried to call,” which was a Iie, and says the phone rings a lot and they sometimes can’t answer. OK, buddy.

On a related note, does anyone know of any good local sources for parts and service in the NC area, preferably Raleigh and east?

 

[Pokahpolice]

One of the single worst experiences I've ever had with CS was from 4WP.com. What an absolute shit company!!!!

 

[Succentor]

C
O
V
I
D

Customer service is fucked up almost everywhere.

Skeleton crews...people telecommuting (not everyone likes that)

I had an email out to Best top for a customer of mine ... I sell their shit... got a response in about 1 week.

4wp CS might be shit but don't forget these are stupid times which makes the stupid twice as ignorant.

C@VID is just a handy excuse for companies whose CS already sucked.

 

[Rubicon88]

C@VID is just a handy excuse for companies whose CS already sucked.

Not really.

I've yet to wear a mask...I can't live that way. I WON'T!

That said I deal with vendors every day. CS sucks right now. Places are paranoid to employ a proper sized staff..their lines are blowing up worse now because all the stimulus money people buying shit...

After the election nonsense I'm just trying to find a new country.
The only requirement I have is just leave me the fuck alone.

 

[Vasq]

Not really.

I've yet to wear a mask...I can't live that way. I WON'T!

That said I deal with vendors every day. CS sucks right now. Places are paranoid to employ a proper sized staff..their lines are blowing up worse now because all the stimulus money people buying shit...

After the election nonsense I'm just trying to find a new country.
The only requirement I have is just leave me the fuck alone.

You work for 4WP don't you?

 

[WSS]

My wife proved something to me the other day regarding customer service. She said that if she sounded distressed after the second prompt, they will pick up right away.

She called ADP (our payroll provider) and proceeded to make crying noises, within 5 seconds, she had a rep on the phone. She told them to pound sand and called Bank of America, same thing. she faked a cry and someone picked up.

Just sayin....

 

[Rubicon88]

You work for 4WP don't you?

No. They work for me

 

[Vasq]

No. They work for me

You definitely have that 4WP vibe

 

[5632]

No. They work for me

Why would you hire people that are worthless? Maybe it is there leadership.

 

[RWerksman]

That said I deal with vendors every day. CS sucks right now. Places are paranoid to employ a proper sized staff.

One thing is for sure - Covid has been a clarifier. There are businesses that truly care about customer service and employee wellbeing, and there are loads of them that don't. The pandemic is no longer a blanket excuse as there has been more than enough time to adjust on top of the recovery being predictable.

At this point, if you can't (or won't) properly staff your organization, you as a leader need to do some serious soul searching to determine why that is. Go raise capital. Invest in technology. Pay appropriate wages. Realign your business focus as needed.

I'm also in Western PA. I also deal with loads of vendors on a regular basis. I've had some tough conversations with folks on both sides of the coin. At the end of the day, it's pretty easy to tell where a business is, and I vote with my wallet accordingly in both what I buy and what I supply.

 

[Rubicon88]

Why would you hire people that are worthless? Maybe it is there leadership.

Find me talent. Find me talented people that don't think every vehicle needs to be electric, understands how important the farming and trucking industry is and also doesn't have green/red/purple hair whilst unsure what sex they are this month.

 

[RWerksman]

Find me talent. Find me talented people that don't think every vehicle needs to be electric, understands how important the farming and trucking industry is and also doesn't have green/red/purple hair whilst unsure what sex they are this month.

How much are you paying? What do your benefits look like? How much vacation are you offering? What are the working conditions like? Are management a bunch of assholes?

I've hired or recruited lots of people over my time. Generally, when someone throws out a statement like you have, answers to the above questions are pretty shitty. When what you're offering is worse than what Sheetz offers, the candidates that you'll get are worse as well.

Talented people get poached for premium positions with exceptional pay, especially considering how consistently competitive the job market has been and how it's easier than ever to find a quality opening or someone eager to put their talents to work for the organization.

Capitalism givith. Capitalism taketh away.