My employees succus is what made me successful. When your responsible for making payroll you are responsible for the workers performance.
4 Wheel Parts customer service blows
- Thread starter Terrrs01
- Start date
Rubicon88
TJ Addict
4w parts has been good to me. Online, over the phone, and in store.
Biggest complaint was a product in store was priced wrong.
Guess I have been lucky.
Biggest complaint was a product in store was priced wrong.
Guess I have been lucky.
4WP's repair shops are terrible!!!
I had them work on my Jeep twice. It was so bad (overcharging, bait and switch, wrong parts, terrible installation and they stole parts from me.) i complained in writing to the store managers and the head of their customer service. No one got back to me. Not even one time. Stay away.
Unlike this post. I was terribly polite and professional too. Not a word from anyone. Their customer service is literally non-existent.
I had them work on my Jeep twice. It was so bad (overcharging, bait and switch, wrong parts, terrible installation and they stole parts from me.) i complained in writing to the store managers and the head of their customer service. No one got back to me. Not even one time. Stay away.
Unlike this post. I was terribly polite and professional too. Not a word from anyone. Their customer service is literally non-existent.
Nope. Not in this case. Their CS has been non existent for YEARS! Even their corporate cs is non existent. They simply ignore you.
I saw the bait and switch in person.
They priced a product for $20 bucks... register was $40. Lol
My one and only experience with them was in the 90's. I ordered a 4" lift for my CJ8. Got in my shop and installed, my Jeep was leaning on the right rear corner. I had checked all four springs before installing and part numbers were correct. They all had the same amount of arch and leaves. The blame right rear sagged, I called and got CS on the phone finally. They suggested swapping left and right rear springs?????? I did as they ask and WOW it sagged on the left side, go figure. Called them back, I ask for a return shipping label, denied, they wanted to send me a new spring. I gave in and said OK, got the new spring and dang it sagged also. I called CS back and demanded a return label and full refund, it took me three different managers but I finally got both.
I called Superlift placed my order and everything went smooth and the 4" lift was perfect.
I never dealt with 4WP or Transamerican wholesale ever again!!!!!
I called Superlift placed my order and everything went smooth and the 4" lift was perfect.
I never dealt with 4WP or Transamerican wholesale ever again!!!!!
Rubicon88
TJ Addict
#1 outside of 4wp being a vendor I've nothing to do with them whatsoever. What was said above was in jest, nothing more, nothing less.
#2 I completely disagree with the pandemic being an excuse.
"There are businesses that truly care about customer service and employee wellbeing. 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."
That's a nice Hallmark stance on the topic but allow me to dissect.
First of all I'm not sticking up for any one particular CS nor bashing them but I'll elaborate.
Let's use Tenneco.
Under their umbrella they've got Monroe, Rancho, Moog, Walker
Thrush, Dynomax, Clevite and others. On any given day pre-covid let's say they had 10 people working the customer service line.
Let's say another 12 working tech support with some crossover. Two people working Monroe and Rancho (covering either) 3-4 people covering their exhaust lines (covering all 3) etc. Etc.
Pandemic hits. We can't have business as usual with this many reps. Not safe and or the state they call home won't allow it.
The phone calls are less though, right? No! Worse than ever. Why? Many people are off work and decide to work on their stuff.
They had 22 tech/CS agents
(hypothesized spit balling here) but now at any given time half.
Let's just say 11.
You triple the calls...many people with extra time even if no intent to purchase/or have purchased, will call and ask questions... because you know...next month they'll get to it. (Not really but they tell themselves that)
Some come up with some wild ideas and need tech support. Haven't bought a damn thing but you know...they will... someday.
They've got extra calls and less agents. Something is going to give. Now you've got people attempting to take overflow calls. Possibly an engineer/tech agent helping with CS. Most of those people have personalities of a stone but the phone is ringing. Needs a live body on the other end.
What's your answer to this? Just hire more people? Well they need something more than a person to say, please hold.
Training someone properly in these times is far from ideal. Aside from company policy of the pandemic again the state has it's say on it too.
Back to the CS.
You've also got people angry they can't get product. Why? (As example) The white paint supplier can't fill the order. Some Rancho's are now BO. Perhaps the bushing supplier can't full the order. Maybe the needke bearing supplier can't fill the order for u-joints. (The above are examples of the mess the pandemic has created.)
Angry calls come in. They just want someone's ear and let them have it. Those calls hurt employee morale to go along with already being irritated from the extra work load or crossing over fill in.
Just today my pepsi rep was in a shit mood. Great guy. Always happy and upbeat. Why? Can't fill some orders to some clients. Why? Can't get two certain syrups. Not pepsi's fault but their supplier can't fill the order. He's now dealing with pissed customers plus it hurts his income. I suppose he should keep taking the ball bat to the brow with an ear to ear smile because he's had 12 months to adjust.
In the last 60 days I've dealt with roughly 15 - 20 vendors.
From Bestop to Smittybilt and many in between.
Some have a great reputation for CS. Right now...it's definitely not automatic. Nothing is quick. No smiling faces guaranteed.
Matter of fact if I get someone in a good mood and quick turn around time it's like winning the lottery.
Just my POV and experience over the last 10-12 months.
I hear what you're saying. Where I'm going is that Tenneco is a publicly traded Fortune 500 company with sales of $17 billion per year and 70,000+ employees. Technology should have been in place or implemented to allow the CS team to continue remote operations. Additionally, if business was so bad that they needed to lay off 10, 100, or even 1000 folks in CS to ensure they stayed afloat, the issues were more systematic and should have been addressed pre-covid. Regardless, the US recovery from Covid has been in full swing now for months now and large portion of these folks should have been hired back or replaced at this point.
Distribution, especially global distribution, is still not quite right - I concur with your sentiments on that. However, is that what CS is in place to smooth over? Also, if the buyers are on top of that, there are alternate providers they can work with the bridge the gap. Yeah, it may cost more due to a shorter duration contract with lower numbers, and yeah, it's difficult, but it many cases it's doable ... unless the buyers were canned because of the pandemic as well.
Anyway, this is where I check out of this thread.
Covid excuse or not. I would think common sense would say..
Don’t tell a customer I should be emailing you tomorrow but I’m going on vacation so you’ll be waiting longer.
I would be pissed if someone in my company said that to a customer.
Don’t tell a customer I should be emailing you tomorrow but I’m going on vacation so you’ll be waiting longer.
I would be pissed if someone in my company said that to a customer.
It’s fixed. They finally emailed me saying Eaton would warranty the part and ship it out directly to me. After 1 week. Seems a little silly. I should just be able to bypass the 4wp and go straight to Eaton for warranty.
Thanks for the info on 4 Wheel Parts. There is one literally around the corner from me (so close I could walk to it). I've only been there once, just to look around. I didn't buy anything, but thought I might be back to get a lift when I get some money.
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