Almost three weeks ago I placed an emergency rush order for some very much needed pedders bushings from Adam at Eastway Chrysler.
Adam confirmed that they were in stock which is why I went with it, but he said that a rush charge was applicable, and I agreed to it because we need them for our race car VERY badly.
Needless to say, about two weeks goes by and nothing from pedders at all, so I call Adam, and he has sent several requests to pedders for an update during that time, and guess what? no one gets back to him at all over that two week period!!!!!!!!
So a few days ago I take it upon myslef to call pedders who BTW doesn't have a toll free number like most all other major performance parts palyers do, so I call a total of six times and let it ring off the hook at all different times throught the regular business hour day, and guess what? no one picks up the phone.
So then I go to their web site at the same time and a window pops up with a live agent ready to help, so I accept it, and a rep answers me. I tell her everything to which I'm told by her that she has no order that was a rush status to Eastway Chrysler, really pedders because Eastway has a record of it!!!!!!!!!
Then she tells me that UPS lost the order, really pedders? and you received no update from UPS when it missed a check point, and didn't follow up with your authorized dealer on the verifiable rush parts ordered??!!
Then I'm told that she is contacting Adam at Eastway right away, which she does, because at this time I'm now on the phone with Adam and he get's informed that because UPS lost the shipment they will rush another order out and IT WILL BE HERE ON FRIDAY which is TODAY pedders!!!!!!!!!!!!
(using UPS is a known mistake, you've indicated that they've lost your shipments in the past, and yet you still use UPS....., and their customer service is also a dogs breakfast too..... silly, silly pedders!!....lol).
Guess what? no bushings came in to Eastway today at all - typical pedders eh???????!!!!!!!!!!!!!!
I then try calling three times today and again, no one picks up a phone at all - typical pedders eh???????!!!!!!!!!!!
So this help window pops up again today, and the guy who responds has no way to check the status or help me in any way at all, and just tells me that the lady I spoke to before will have to help me....lol, so where is she I ask to which I'm told nothing and I'm given her email address....lol!!!!!!!!!!!
He tells me that he's tech support which is great, but where's your customer service rep / support at pedders?
Without going all ape sh!t right now, It's been proven time & time again that pedders is by historic nature ALWAYS like this, their customer service is some of the worst in this industry, and their lack of follow up and customer support is a picture that they painted all on their own.
pedders, at this juncture you are a joke, and I won't stand for your BS any longer.
My order is cancelled and you can take your product and flush it down the toilet for all I care. You've been given all the patience one could ever give, and you still BS me and treat your customers like garbage.
Further proof needed? A critical bushing in the rear of a friends LX after only being in there for less than 10,000Km's (and yes, properly installed to spec) is destroyed & broken all to bits and his car is inoperable because of it. He finally gets a hold of some guy at pedders who tells him the order will be rush shipped....lol
My friend has to call back twice and wait for a follow up call days later after waiting two weeks initially after being told his critically needed bushings will be rushed right out, now that is a joke and a half & way to go pedders!!!!!!!!!!!!
NEVER AGAIN will I ever promote your products at all to anyone, and if I have my way, I'll have all of your bushings pulled from our race car and burnt just on principal alone, and I'll be happy to pay for an entire new set of some other manufactures product!!!!!!!!!!!!!!
I'll buy Whiteline or something else to just not have your name at all on anything I work on and or sell and or promote again PERIOD!!!!!!!
Thanks for nothing pedders, really appreciate your fantastic customer service.
Last edited by BadAssSRT8; 04-28-2012 at 09:35 AM.
LMI V2 True CAI, Sprint Booster, DS Catch Can & inTune, Magnaflow Everything, VIP Edition Rear Window Spoiler & Bentley Head Light Covers & AVS Low Profile Side Window Vent Visors, E&G Classics SS Mesh Front Grill & Front Brake Air Intake Grills, Polished SS Rad Cover, 180 JET T-Stat, MSD Coils, StopTech SS Lines, Demolded, Aftermarket Audio, 6K HID Lows & Fogs, Smoked Side Markers, Tinted Taillights, Razors Edge Strut Brace, SRT Pedal Set, Whiteline Sways, Hop Not Engine Torque Strut, Paramount Stage II VB, ATI 13% UD Damper, 392 Fuel Pump, MMP 87mm TB, B&M Hi-Tek Cooler, 6-spd Engine Mounts
It is unfortunate, because the product itself is great and very beneficial to a vehicle, race car or not. I hope they can change this, because it should never get to this point, but again, the paint and brush have always been in their hands.
pedders, please step up and make this right, and change the model by which you presently conduct your business, thank you.
Last edited by BadAssSRT8; 04-28-2012 at 05:48 PM.
I really wish it wasn't like this at all.
Oh well, Whiteline it is, and that isn't a bad thing either
I will say that the service I get from Adam at Eastway is amazing, why can't more businesses operate like Eastwaay in their customer service abilities?
I will say that there are two sides to every story and i'd be more than happy to post the conversation that i had with you. But i would only do that of course if you requested. I however feel that you would not want that to happen. All of those times you called, why didn't you leave your contact info on voice mail?
When Eastway placed the order, it was not communicated well that it was a rush order.
When you got with Deb on chat she discovered that the package was missing, and immediately re-shipped the package 2nd day air that should have been delivered on Friday of last week.
Then you chatted with me, and let me tell you this. YOU were way out of line with how you handled yourself. I have a copy of the chat, and it would shed a completely different light on this thread.
I tried to help, you refused to give me any info, and you continued to attack, berate, and 'YELL' many unkind things, all while i was trying to help. Again you refused to give us any way to contact you.
From: Adam Clay .ca]
Sent: Thursday, April 12, 2012 14:42
Subject: RE: Pedders Track II
need the following;
1 x EP4107
2 x EP6567
2 x EP6568
1 X EP6570
Please send PayPal I’d like to get them early next week ifpossible- these are for Challenger that we’re helping sponsor and hasbeen entered in Targa Newfoundland if you send some stickers they will findthemselves on the car. http://www.targanewfoundland.com/
did i really need to be more clear??? The order arrived today... and was incomplete....
Adam, i'm sorry, but that is not very clear.
If I order something and i want it overnight, or 2nd day, i say just that when i order.
If i order and want overnight air, and i'm charged ground, i send an email to correct it.
Adam, if you would like to continue this, please contact me via email. I'm sending you my email address via PM.
so? early next week wasn't quite clear enough????
Last edited by AdamC; 04-30-2012 at 05:11 PM.
The first step of the ordering process, if the order is not submitted via our Dealer Ordering Interface, is to convert an email order to an invoice for payment by the customer. That was done and the PayPal processed in two days. That invoice includes shipping cost and it would have been clear that the order was shipping ground. The product was shipped on schedule and in a timely fashion -- two days. UPS lost the package. Recently we have seen an increase with UPS delivery issues. UPS customer service to Pedders has been very good over the last 2 1/2 years and we will work with them to iron out the recent problems. Good business relationships are built when problems occur and are sorted out in a mutually constructive process. Back to the issue at hand. The lost package, the lost parts were replaced and shipped out two day air the same day we were informed the package had been lost. The two day air was at Pedders expense. In our haste to send the replacement parts two items were left out. They were shipped next day air, again at Pedders expense. The client was offered 20% off on all future orders. They asked for the 20% to be applied to the current order and it was. The original ground shipping charge has been refunded as well. Long story short, the order was shipped correctly the first time with all parties knowing it was shipped ground. The package was lost in transit and replacement parts shipped out the same day via air at Pedders expense.
Anyone who ships anything in any volume is well aware of the probability that some shipments will be lost or delayed. In my years with Pedders USA I have seen containers fall off ships in rough seas, boats sitting in the Panama canal and the prop on the bottom of the canal, ships delayed by hurricanes and one ship delayed by illness of the captain. Shipping palettes of goods to our larger Dealers in the USA presents an entirely different set of issues. The worst we have seen was with UPS. In the days following the arrival of two containers we had an enormous amount of goods shipping out. UPS sent a semi tractor trailer for the pickup. 15 miles later the truck was in flames and drivers became fatalities.
To be blunt, a package gone astray here and there is no cause for alarm. It is a routine occurrence when you ship packages and goods in volume. Most of our clients do not have this perspective. They are bitterly disappointing when their parts do not deliver on time. I certainly understand their perspective. Our four o'clock UPS pick-up and delivery came and went. I am waiting on some OEM parts that were first on back order and then shipped ground and not next day air. Believe me when I say that I do understand the customer's frustration when our service results in a back order and the delivery of goods is delayed. I am living that experience right now.
Saturday I was invited to participate in a Wounded Warrior Cruise. We had 11 honored guests in various stages of rehab we took for a scenic cruise. My guest was wearing a prosthetic left leg, a cage around his shattered right leg and has a hearing impairment. He has come a long way since the first time we met 2 1/2 months ago. He has a long way to go. It will be another two to six months before they are sure his right leg is viable. Depending on the right leg he has at least another year in physical therapy. Next month he will celebrate his I am thrilled to be alive day. That is the anniversary of the date he was injured. He is one of the lucky ones. The young man still under going facial reconstruction must have a titanium will and the hearts of 10 lions to deal with his injuries. I am humbled to be able to support these guys in a very small way and yet terribly selfish at the same time. I get a lot out of these visits, far more than they do. I get my perspective adjusted in person and through emails. They are teaching me and I am learning I don't have any real problems to get upset about.
Customer satisfaction is our primary goal. The overwhelming majority of our clients are delivered a first class experience. Our products combined with what we consider to be the very best Performance Dealers are a tough combination to beat. Anyone that does business with Pedders through a Dealer or directly through Pedders USA deserves nothing less. You have my personal guarantee that your Pedders parts will exceed your expectations as should your buying experience. If you are unhappy with the performance of your parts or our customer service contact me directly at PGB@PeddersUSA.com I will see to it the problem is corrected or your money promptly refunded.
Rob, if you want to start down this road, you go right on ahead sir, however, I caution you to conduct YOURSELF accordingly, because if you of WMS on behalf of pedders want to play games about posting verbiage on this public forum from typed conversations, be prepared for the actions that follow, and that is NO threat at all good sir, it is quite a promise indeed.
I put my money out there for pedders parts to which there was stock on-hand to be had, and it was in fact clearly communicated in plain english that these were expected on a rush status, regardless of the verbiage you may or may not believe is there, and Adam has clearly indicated this rush request is in fact the case.
Every single bit of verbiage I typed to you while you were on the receiving end of our our chat was totally warranted, and telling you that this is a joke etc, and commenting on the service or lack there of was again VERY warranted, did you happen to read the several times I asked in written form for someone to help me, to which you said you are tech support and not able to address it and just gave me Deb's email address?
I have every right to query about this order via phone and live chat because pedders did not get back to Adam after he did try several times, and this was and still is a very urgent order that is now in it's third week still with no resolve because my order is incomplete, and not providing you with my contact information is redundant, it's also not relevant if I choose to put jack, james, dick & harry on the "please provide your info" questionaire queries prior to the live chat being activated, I did give you my correct name during the course of our typed conversation.
You go right ahead and post away & flame on because I've got my fire suit on and fire extinguisher ready, so be careful what you of WMS on behalf of pedders wish for.
Shall we take this to today Rob? My bushings come in, and guess what? good old pedders gets it wrong again, and forgets to send two of the bushings in the order.
pedders shipper QC'd it correctly, however when one looks at the actual pedders pick / order list one see's that in fact pedders got it wrong yet again and some how missed two of the bushings that were needed as part of this rush order...lol.
BTW, not once I have commented on pedders product as a deficiency at all, I know first hand how beneficial these urathane bushings are to a vehicle, race car or not, and you Rob have been praised several times on this thread, and I've even "liked it" because I value my peers opinions, and when they say that you are tops, then you are tops period, and I won't contest that at all.
I also get why you are stepping in at this juncture, as their distributor you have a need and desire to protect what is coveted, I get that, but I respectfully ask that you keep yourself and WMS out of this equation as it is 110% to do with pedders, Eastway Chrysler and ME PERIOD & thank you Rob!
Sure, I'll be the first to proclaim out loud and publicly that Deb did in fact send an email telling me that if I purchase more products I will receive an additional 20% off my next order.....lol, to which I suggested that if peddes wants to save face with me and my contacts / customers they will take that 20% offering off this existing order and not charge a penny for any of the shipping, to which Deb agreed to, so thank you pedders for that, because I deserve it, now more than ever considering that I'm still waiting for my complete order to arrive that was placed on a rush status.
I won't knock the hands down positive beenefits of pedders urathane bushings at all & never have either, but again, the service to date has been less than desireable, and if you as a business cannot see the whole picture then I apologize for you, but again, this isn't at all about WMS and Rob, it is about pedders, Eastway Chrysler and ME!
So pedders, when shall I expect my bushings, and thank you?
Last edited by BadAssSRT8; 04-30-2012 at 07:48 PM.
Eastway could have stocked the parts.
Eastway could have ordered through the Dealer Interface.
Eastway could have changed the shipping status when presented with an invoice, but prior to the parts shipping.
UPS should not have lost the original shipment.
Pedders could have read the email more carefully.
Pedders could have used a different shipping company.
Pedders could have double checked the replacement order.
Collectively WE didn't get the order right.There were opportunities to change the result along the way. Collectively WE failed to take advantage of them and that means you have every right to be disappointed, angry or upset. If it hasn't already been said clearly, we are very sorry we disappointed you and failed to get your parts to you the first time. The offer of 20% off a future order was made because the cost of the current order is modest. If you were going to buy something more expensive we wanted to provide the discount on the larger purchase. All shipping charges have been waived.
The only person that can settle this is you. What would you like PEDDERS to do to make this right by you?
Thank you Pedders for your assistance, and though this order was modest, I've receipts worth several thousands spent on all Pedders parts in the past 24 months from various outlets
Regardless, this is settled, although on behalf of me, and possibly others out there somewhere, may you please work on your shipping, availability, communication & service?
No one Company or anything / anyone is perfect and I get that and nor am I for that matter, but with all you've read here and everywhere else there has to be a bind somewhere that needs to get worked out for the overall betterment of your Company and reputation wouldn't you agree, maybe just a tiny bit?
Anyways, thank you and please ensure that Eastway Chrysler gets my parts received within the timelines you outlined.